Vodavi Discovery Acd User Guide

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Distribution Reports
Distribution reports provide the number of calls and percentage of 
calls where the wait, call, or wrap time fell within a series of user-
configurable time bands. The report can analyze the distribution of 
either answered or abandoned calls, or both if required. A series of 
either line groups, DID numbers, or DID groups can be analyzed 
within a single report.
The report is presented in a time band-per-row 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 groups/DID numbers to fit 
in the width of a page.
Account Code Report
An account code traffic report provides historical call statistics data 
for each account code within a selected account code group. The 
available call statistics parameters are as follows:
†Total number of calls (summation of selected call categories 
within the report)
†Average call handling time
†Number of answered incoming calls on each account code
†Average call time (including wrap-up time)
†Number of transferred incoming calls from another extension/
agent for each account code
†Number of transferred incoming calls to another extension/
agent for each account code
†Number of incoming calls placed on inquiry hold for each 
account code
†Average/total hold time of calls placed on inquiry hold
†Number of internal/intercom calls for each account code
†Average call time of internal/intercom calls
†Number of outgoing calls for each account code
†Average outgoing call time
The report is presented in an account code per row format with a 
totals entry for the whole group being presented at the bottom of the 
report. Pagination of the report will occur if either there are too many 
account codes to fit in the height of a page or there are too many 
statistics parameters to fit in the width of a page. 
						

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Working with Report Templates
Discovery ACD provides 30 different report templates to start you in 
the right direction and presents the information typical formats.
Customizing Report Templates
Each report template consists of a number of pre-determined report 
items. Any number of reports can be tailored to your requirements, 
and run at any time, or for any period, without the need to reconfigure 
the template.
Figure 10: Reporter Toolbar
Clicking-on the Report Template
 button brings up the Configure 
Report Template
 dialog box, as displayed in Figure 11.
Figure 11: Configure Report Template Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard. 
						

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Following is an example of setting up a new report template for agent 
data. Perform the following steps:
1. Select the Report Template button from the toolbar.
2. Highlight the template text and type a new name, then click-on 
Add.  You can also Change, Delete or Rename an existing 
template.
3. The Configure Report Template dialog box will appear.  In the 
print name box type the title.  This will appear on the printed 
report (usually the same as the template name).
4. Highlight the existing items and click-on Delete Items.
5. To add new items first highlight the blank space at the top of 
the list and click-on Add Item.
6. Select an item from the pull-down menu and click-on OK.
7. The item then has to be edited – Click-on Edit Item and follow 
the instructions as detailed in the relevant sections below.
Event Reports
To Configure an Agent Event Report Template, perform the 
following steps:
Figure 12: Configure Agent Event Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard. 
						

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1. From the Configure Report Templates dialog box select a 
template to change or add a new template.
2. Add an Agent Event Report to the report items and click-on 
Edit Item.
3. The Configure Agent Event Report dialog box will be 
displayed.
4. Select an agent name that you wish to report-on from the pull-
down menu.
5. Select what else is needed shown in the report by clicking-on 
the relevant boxes (the following diagram should help with the 
meaning of these).
6. When complete click-on OK, then either add more reports to 
the template, or run the report.
Traffic and Traffic Profile Reports
Traffic Reports
Traffic reports give information regarding such things as number of 
calls answered, offered abandoned. as well as percentages of busy 
time, and average call times.
Traffic reports can be run using the following devices: 
†Agents and Agent Groups
†Extensions and Extension Groups
†DIDs and DID groups
†Lines and Line groups
1. First choose the type of Traffic report that you wish to 
configure. Figure 13 is an example of an Agent Group Traffic 
Report. 
						

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Figure 13: Configure Agent Group Traffic Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
2. From the Configure Report Templates dialog box, either select 
a template you wish to change or add a new template.
3. Change the print name and click-on Add Item.
  Select Agent 
Group Traffic Report and click-on OK
.
4. Select Edit Item
 and the Configure Agent Group traffic report 
dialog box should display.
5. From the pull-down menu select the agent supergroup to report 
on.
6. Specify a column width; determines how many groups are 
shown on one page. Next select which categories are included 
in the report by placing check marks in the appropriate boxes.
7. The bottom box is where items are selected for inclusion in the 
report.  When items have been selected click-on OK
.
8. Now either add more reports to the template, or run the report. 
						

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Agent Traffic Report
Figure 14, and the following steps detail how to configure an Agent 
Traffic Report.
Figure 14: Configure Agent Traffic Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
1. Follow the instructions for creating a Group Traffic Report
, 
up to Step 4, where Agent Group should be selected instead of 
Super Group.
2. Select the information you wish to appear on the report by 
selecting the check boxes.  When complete click-on OK
.
3. Now you can either add more reports, or run the report. 
						

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Traffic Profile Reports
A Traffic Profile Report provides historical call statistics data for a 
selected agent group, presented in a series of uniform time bands. The 
interval time governing the time bands can be anything from one 
minute to 999 weeks.
Group Traffic Profile Report
Figure 15, and the following steps detail how to configure Group 
Traffic Profile Report.
Figure 15: Configure Agent Group Traffic Profile Report Dialog Box. 
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
1. From the Configure Report Template dialog box select and Add 
the traffic profile report and click-on Edit Item
.
2. Select the appropriate Agent Group from the pull-down menu. 
						

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3. Set the required titles, that you want shown on the report.
4. Set the profile intervals i.e., weeks, days, etc. and how many 
each interval should be (for example, 2 days or 3 hours)
5. Choose a maximum value for the number of intervals (i.e., 4 
weeks, 31 days, 24 hours, 60 minutes. This determines how 
long the report will be.
6. Click-on OK when done.
7. Now either add more reports to the template or run the report.
Agent Traffic Profile Report
A Traffic Profile report can also be done for an individual agent. It is 
set up in the same way as a group traffic report but using an agent 
name instead of a group name (refer to Figure 16).
Figure 16: Configure Agent Traffic Profile Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard. 
						

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Distribution Reports
The Wait Time Distribution report displays information regarding 
how many calls were answered within time intervals set by the user. 
The report can be configured in the Configure Wait Time Distribution 
Report dialog box (refer to Figure 17), using the following steps.
Figure 17: Configure Wait Time Distribution Report.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
1. From the Configure Report Template dialog box select and Add 
the Wait Time Distribution Report and click-on Edit Item
.
2. Select the Device Type and Device and either Add
 more 
reports to the template, or Run
 the report.
Call or Wrap Time Distribution reports can be created in a similar 
manner, using the configuration screens for those reports.
Utilization Reports
Utilization Reports provide a breakdown overview on the events for 
agents or extensions during a pre-determined period of time.  This 
type of template is available for agents and extensions only and can 
be accessed in standard or profile format. 
						

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To configure a Standard Agent Utilization Report (refer to Figure 18), 
perform the following steps:
Figure 18: Agent Utilization Report Template Dialog Box
1. Click-on the Report Template
 button from the toolbar.
2. Select Utilization Reports
 from the drop-down template 
selection box and click-on Change
.
3. Select Agent Utilization Report
 under the report items., then 
click-on Edit Item
.  You can also change, delete, or rename an 
existing template.
4. The Configure Agent Utilization Report Template dialog box 
displays.  From the Agent Group pull-down menu, select the 
agent group that you wish to report on. 
5. Select all options you would like to show in the report by 
clicking-on the relevant boxes.
6. When completed click-on OK
, then either add more reports to 
the template or run the report.