Vodavi Discovery Acd User Guide
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:KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Talk time on answered calls X X X Talk time of outgoing calls X X X Call time of outgoing calls X X X Call hold time on inquiry hold X X X Handling timeX Number of calls X X X Number of transferred calls X X Wait time X X X Wait time on abandoned calls X X X Longest Call hold time X X Answered call time (includes wrap-up time) X XTable 7: Line Traffic Reports ParameterLine Group Traffic ReportLine Group Traffic Profile ReportLine Traffic Report
:KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Call talk time X X Outgoing call time X X Outgoing call talk time X X Answered call wait time X X Abandoned call wait time X X GOS for Line group (abandoned calls included) X X Line group (abandoned calls excluded) X X Percentage of Abandoned incoming calls X X Line allocation time (normalized to shift collected in report)X Target answer time X XTable 7: Line Traffic Reports ParameterLine Group Traffic ReportLine Group Traffic Profile ReportLine Traffic Report
:KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Traffic Reports for DIDs* There are four different report templates available within the Discovery ACD for traffic reporting on DIDs. Parameters available for each report are listed in Table 8. †DID Group Traffic Report – provides a breakdown of traffic information for all DID groups within a DID super group (group of groups), such as All DIDs. †DID Group Traffic Profile Report – provides a profile of traffic information for a DID group, such as Sales DIDs or Support DIDs, throughout a number of time periods. †DID Traffic Report – provides a breakdown of the traffic for individual DIDs within a DID group. †DID Traffic Profile Report – provides a profile of traffic information for an individual DID over a number of time periods. * Not Supported Until KSU Feature Package 2.
:KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Table 8: DID Traffic Reports ParameterDID Group Traffic ReportDID Group Traffic Profile ReportDID Traffic ReportDID Traffic Profile Report Number of Answered incoming callsXXXX Transferred calls to another extension/agent X X X X Inquiry hold calls X X X X Calls abandoned before answer X X X Call time more than long wait analysis threshold X X X Call wait time fore than long call analysis threshold, not including abandoned callsXXXX Abandoned call wait time was more than long wait analysis thresholdX Abandoned calls X
:KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Erlangs or traffic on each DID group X X X X Calls transferred (maximum) X X X X Average/Total Answered call time (includes wrap-up time) X X X X Talk time on answered calls X X X X Call hold time on inquiry hold X X X X Number of calls X X X X Number of transferred calls X X X X Wait time XXXX Wait time on abandoned calls X X X X Longest Call hold time X X X XTable 8: DID Traffic Reports ParameterDID Group Traffic ReportDID Group Traffic Profile ReportDID Traffic ReportDID Traffic Profile Report
:KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Answered call time (includes wrap-up time) X X X X Call talk time X X X X Answered call wait time X X X X Abandoned call wait time X X X X GOS for DID group (abandoned calls included) X X X X DID group (abandoned calls excluded) X X X X Percentage of Abandoned incoming calls X X X Target answer time X X X XTable 8: DID Traffic Reports ParameterDID Group Traffic ReportDID Group Traffic Profile ReportDID Traffic ReportDID Traffic Profile Report
:KDW 7\SH RI 5HSRUW8WLOL]DWLRQ 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Utilization Reports Utilization reports apply to agents and extensions only. This type of report is available in two formats: standard and profile. There are four utilization reports in all; available parameters are listed in Table 9. The reports are presented in a time band-per-column format. Pagination of the 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. Times can be shown as percentage of absolute time (hrs:mins). †Agent Utilization Report – Provides historical time utilization data for each agent within a selected agent group. Note that times are shown as a percentage normalized to the shift collected within the report. †Agent Utilization Profile Report – Provides historical time utilization data for a selected agent presented in a series of uniform time bands. The interval time governing the time bands can be anything from one minute up to 999 weeks. Note that times are shown as a percentage normalized to the shift collected within the report. †Extension Utilization Report – Provides historical time utilization data for each extension within a selected extension group. Note that times are shown as a percentage normalized to the shift collected within the report. †Extension Utilization Profile Report – Provides historical time utilization data for selected extension presented in a series of uniform time bands. The interval time governing the time bands can be anything from one minute up to 999 weeks. Times are shown as a percentage normalized to the shift collected within the report.
:KDW 7\SH RI 5HSRUW 8WLOL]DWLRQ 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Table 9: Utilization Reports ParameterAgent Utilization ReportAgent Utilization Profile ReportExtension Utilization ReportExtension Utilization Profile Report Time Spent Handling incoming calls; includes talk time plus any time spent on holdXXXX Handling outgoing calls; includes talk time plus any time spent on holdXXXX Handling internal/intercom calls, includes talk time plus any time spent on holdXXXX With incoming/outgoing calls on hold XXXX With internal/intercom calls on hold XXXX In wrap-up XXXX Unavailable XXXX
:KDW 7\SH RI 5HSRUW8WLOL]DWLRQ 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Busy; usually caused by setting up an outgoing call or leaving the handset off the hookXXXX Free XXX With external calls ringing at the agent station (% ring on, Inc)XXXX With internal calls ringing at the agent station (%ring on, Int)XXXX Logged-on/-off XXXXTable 9: Utilization Reports ParameterAgent Utilization ReportAgent Utilization Profile ReportExtension Utilization ReportExtension Utilization Profile Report
:KDW 7\SH RI 5HSRUW &RQWHQWLRQ 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Contention Reports Contention reports are available as standard or profiled over flexible time periods. Contention Report (standard) A contention report provides the percentage of time a variable number of members in a group were simultaneously free/busy; statistics are presented either as non-cumulative or cumulative. †Non-cumulative - Each line of the report gives the percentage that all members were free. †Cumulative - The first line of the report gives the percentage of time zero members were free. The second line gives the percentage that up-to-one member was free. The third line gives the percentage that up-to-two members were free, and so on until the number of members in the group or Max Items has been reached. A series of either line groups, extension groups, or agent groups can be analyzed within a single report. The report is presented in a group member-per-row format. Pagination of the report will occur if either there are too many group members to fit in the height of a page or there are too many groups to fit in the width of a page. Contention Profile Report A contention profile report provides historical time data for the percentage of time a variable number of members in a group were simultaneously free/busy; statistics are presented either as non- cumulative or cumulative. †Non-cumulative - Each line of the report gives the percentage that all members were free. †Cumulative - The first line of the report gives the percentage of time zero members were free. The second line gives the percentage that up-to-one member was free. The third line gives the percentage that up-to-two members were free, and so on until the number of members in the group or Max Items has been reached. A single report can analyze either a line group, an extension group, or an agent group. The report is presented in a time band-per-column format. Pagination of the report 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.