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Vodavi Discovery Acd User Guide

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$Page 26 :KDW 7\SH RI 5HSRUW (YHQW 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Event Reports Discovery ACD has three types of event reports (refer to Table 4): †Agent Event Report †Extension Event Reports †Line Group Event Reports Each report records all events that occurred on the specified device (agent, extension or line group). Events are caused by the device, such as an agent receiving an incoming call, accepting a call, and dialing an intercom or outgoing call. Depending on which type of report...$

$Page 27 :KDW 7\SH RI 5HSRUW(YHQW 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Table 4: Event Reports ParameterAgent Event ReportExtension Event ReportLine Group Event Report Log-on/off X X Wrap-up X X Available or unavailable for calls X X Receiving calls and internal/intercom calls X X Receiving rings on calls (calls that ring on the station but answered elsewhere)XX Agent placing outgoing calls and internal/intercom calls X X Line Busy on calls - Incoming, Outgoing, Abandoned X Number/name of line...$

$Page 28 :KDW 7\SH RI 5HSRUW (YHQW 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Amount of call ring time X X X Amount of call handling time (includes ring, talk, and hold time) X X X Amount of talk time X X X Amount of hold time X X X Device number/name from which call was transferred X Device number/name to which call was transferred X X Device number/name and group name of device connected to X X X Transfer count (how many times call was transferred) X X X Transfer position number indicating...$

$Page 29 :KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Tr a f f i c R e p o r t s There are 15 types of traffic reports, including those relating to agents (refer to Table 5), extensions (refer to Table 6), and lines (refer to Table 7). The reports are presented in a time band-per-row format. Pagination of reports will occur if either there are too many time bands to fit in the height of a page, or there are too many statistics parameters to fit in the width of a page....$

$Page 30 :KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Table 5: Agent Traffic Reports ParameterAgent Group Traffic ReportAgent Group Traffic Profile ReportAgent Traffic ReportAgent Traffic Profile Report Number of Answered incoming calls X X X X Internal/intercom calls made/received X X X X Outgoing calls X X X Transferred calls from another extension/agent X X X X Transferred calls to another extension/agent X X X X Inquiry hold calls X X X X Calls unanswered by agent X X...$

$Page 31 :KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Times agent logged-on during analysis period X X Internal/intercom calls/hour; agent logged-on X X Times/percentage agent unavailable at period of analysisXX Answered calls/hour while agent is logged-on X Calls that rang but were answered elsewhere X X X Outgoing calls per hour while agent logged-on X X Average/Total Answered call time (includes wrap-up time) X X X X Talk time on answered calls X X X X Wrap-up time on...$

$Page 32 :KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Talk time of outgoing calls X X X X Call time of outgoing calls X X X X Call ring time X X X X Call hold time X X X Handling timeXX Number of callsXX Outgoing calls/hour; agent logged-on X Longest Call hold timeXX Call ring time X X Answered call time (includes wrap-up time) X XTable 5: Agent Traffic Reports ParameterAgent Group Traffic ReportAgent Group Traffic Profile ReportAgent Traffic ReportAgent Traffic...$

$Page 33 :KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Call talk time X X Call wrap-up time X X Internal/intercom call time X X Outgoing call time X Outgoing call talk time X X GOS for agent group XXXX Calls per hour for time that agent is logged on X Percentage of Time agent logged-on during period of analysisXX Time agent busy (percentage normalized to shift) X X Call rates/hour logged-on; answered, intercom and outgoing callsXX Table 5: Agent Traffic Reports...$

$Page 34 :KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Traffic Reports for Extensions There are four different report templates available in Discovery ACD for traffic reporting on extensions. They give similar information to the traffic reports for agents. Depending on how the call center is operated different reports can be run using different parameters (refer to Table 6). Extension Group Traffic Report - Provides a breakdown of traffic information for all extension...$

$Page 35 :KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Table 6: Extension Traffic Reports ParameterExtension Group Traffic ReportExtension Group Traffic Profile ReportExtension Traffic ReportExtension Traffic Profile Report Number of Answered incoming calls X X X X Internal/intercom calls made/received by agents X X X X Outgoing calls X X X X Transferred calls from another extension/agent X X X X Transferred calls to another extension/agent X X X X Inquiry hold calls X X X...$

$Page 36 :KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Incoming and outgoing calls with a call time longer than the long call analysis thresholdXXXX Times agent logged-on during period of analysis X X Internal/intercom calls/hour; agent logged-on X Times/percentage agent unavailable at period of analysisXX Calls that rang but were answered elsewhere X X X X Outgoing calls per hour while agent logged-on X Av e r a g e / To t a l Answered call time (includes wrap-up time) X X X...$

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Times agent logged-on during analysis period X X
Internal/intercom calls/hour; agent logged-on X X
Times/percentage agent unavailable at period of 
analysisXX
Answered calls/hour while agent is logged-on X
Calls that rang but were answered elsewhere X X X
Outgoing calls per hour while agent logged-on X X
Average/Total
  Answered call time (includes wrap-up time) X X X X
Talk time on answered calls X X X X
Wrap-up time on answered calls X X X X
Call time on internal/intercom calls X X X XTable 5: Agent Traffic Reports
ParameterAgent Group 
Traffic
ReportAgent Group 
Traffic Profile 
ReportAgent Traffic 
ReportAgent Traffic 
Profile Report

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Talk time of outgoing calls X X X X
Call time of outgoing calls X X X X
Call ring time X X X X
Call hold time X X X
Handling timeXX
Number of callsXX
Outgoing calls/hour; agent logged-on X
Longest
  Call hold timeXX
  Call ring time X X
  Answered call time (includes wrap-up time) X XTable 5: Agent Traffic Reports
ParameterAgent Group 
Traffic
ReportAgent Group 
Traffic Profile 
ReportAgent Traffic 
ReportAgent Traffic 
Profile Report

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  Call talk time X X
  Call wrap-up time X X
  Internal/intercom call time X X
  Outgoing call time X
  Outgoing call talk time X X
GOS for agent group XXXX
Calls per hour for time that agent is logged on X
Percentage of
  Time agent logged-on during period of analysisXX
  Time agent busy (percentage normalized to shift) X X
Call rates/hour logged-on; answered, intercom and 
outgoing callsXX Table 5: Agent Traffic Reports
ParameterAgent Group 
Traffic
ReportAgent Group 
Traffic Profile 
ReportAgent Traffic 
ReportAgent Traffic 
Profile Report

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Traffic Reports for Extensions
There are four different report templates available in Discovery ACD 
for traffic reporting on extensions. They give similar information to 
the traffic reports for agents. Depending on how the call center is 
operated different reports can be run using different parameters (refer 
to Table 6).
Extension Group Traffic Report - Provides a breakdown of traffic 
information for all extension groups within an extension super group 
(group of groups), such as All Extensions.
Extension Group Traffic Profile Report - Provides a profile of traffic 
information for an agent group, such as Sales Extensions or Support 
Extensions, over a number of time periods.
Extension Traffic Report - Provides a breakdown of the traffic for 
individual extensions within an extension group.
Extension Traffic Profile Report - Provides a profile of traffic 
information for an individual extension over several time periods.

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Table 6: Extension Traffic Reports
ParameterExtension 
Group Traffic 
ReportExtension 
Group Traffic 
Profile ReportExtension 
Traffic ReportExtension 
Traffic Profile 
Report
Number of
Answered incoming calls X X X X
Internal/intercom calls made/received by agents X X X X
Outgoing calls X X X X
Transferred calls from another extension/agent X X X X
Transferred calls to another extension/agent X X X X
Inquiry hold calls X X X X
Incoming calls on inquiry holdX
Incoming and outgoing calls with a call time 
shorter than the short call analysis thresholdXXXX

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Incoming and outgoing calls with a call time 
longer than the long call analysis thresholdXXXX
Times agent logged-on during period of analysis X X
Internal/intercom calls/hour; agent logged-on X
Times/percentage agent unavailable at period of 
analysisXX
Calls that rang but were answered elsewhere X X X X
Outgoing calls per hour while agent logged-on X
Av e r a g e / To t a l
Answered call time (includes wrap-up time) X X X X
Wrap-up time on answered calls X X X
Call time on internal/intercom calls X X X XTable 6: Extension Traffic Reports
ParameterExtension 
Group Traffic 
ReportExtension 
Group Traffic 
Profile ReportExtension 
Traffic ReportExtension 
Traffic Profile 
Report

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Talk time of outgoing calls X X
Call time of outgoing calls X X X
Call ring time X X X X
Call hold time on inquiry hold X X X X
Handling timeXX
Number of calls X X X X
Longest
Call hold time X X
Call ring time X X
Answered call time (includes wrap-up time) X X
Call wrap-up time X XTable 6: Extension Traffic Reports
ParameterExtension 
Group Traffic 
ReportExtension 
Group Traffic 
Profile ReportExtension 
Traffic ReportExtension 
Traffic Profile 
Report

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Internal/intercom call time X X
Outgoing call time X X
Agent GOS X X X X
Percentage of
Time agent logged-on during period of analysis X X
Time agent busy (percentage normalized to the 
shift)XX Table 6: Extension Traffic Reports
ParameterExtension 
Group Traffic 
ReportExtension 
Group Traffic 
Profile ReportExtension 
Traffic ReportExtension 
Traffic Profile 
Report

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Traffic Reports for Lines
There are three different report templates available within the 
Discovery ACD for traffic reporting on Lines. Parameters available 
for each report are listed in Table 7.
†Line Group Traffic Report – provides a breakdown of traffic 
information for all Line groups within a Line super group 
(group of groups), such as All Lines.
†Line Group Traffic Profile Report – provides a profile of traffic 
information for a Line group, such as Sales from Service 
Provider-A, or Lines from Service Provider-B, throughout a 
number of time periods.
†Line Traffic Report – provides a breakdown of the traffic for 
individual Lines within a Line group.

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Table 7: Line Traffic Reports
ParameterLine Group Traffic 
ReportLine Group Traffic 
Profile ReportLine Traffic Report
Number of
Answered incoming calls X X X
Outgoing calls X X X
Transferred calls to another extension/agent X X
Inquiry hold calls X X X
Calls abandoned before answer X X X
Call time more than long wait analysis threshold X X
Call wait time more than long call analysis threshold, 
not including abandoned callsXX
Calls transferred (maximum) X X
Average/Total
Answered call time (includes wrap-up time) X X X

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