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User Manual - Enghouse Interactive Partners

1. Columns e Date Time Start time for the event e Type Type of media o Incoming Incoming media to queue or agent Returning calls Returning calls Connected Connected media to queue agent or person Outgoing Outgoing call from agent or supervised connection of call Redialing Ordering of Callback Will later generate an outgoing call Overflow Calls to a queue have entered it due to an overflow Unknown These calls do not fit the patterns of any of the above types e From identification of the initiating party Incoming call The telephone number of the calling party Incoming chat email address or nickname of the incoming chat Incoming mail email address of the mailing party Outgoing call Agent s telephone number Connected call The telephone number of the calling party o Supervised connection The queue s predefined number for outgoing calls e Source The source for the case o Typically empty o Internal The cases when it is known that media originates internally o External The cases when it is know that media originates externally e To identification of the receiving called party o Incoming call to Queue Dialed number to enter the Queue Incoming chat to Queue Name of the Queue Incoming mail to Queue Email address of the Queue Call answered by agent The agent s telephone number Connected call The called party s number o Outgoing call The called party s number e Function Fu
2. Organization Catalogue ISAE Organization a JO Org2 Sales v The user Karl Urban belongs to two departments but his calls will only be charged as Org1 Sales not Org2 Sales as Org1 Sales has the higher priority Enghouse Interactive 36 Vision 80 20 Statistics 3 0 6 3 2 Traffic Metrics Traffic Reports The purpose of traffic reports is to see how incoming and outgoing calls from the organization flow through the PBX The reports can also be used to bring out users who generate unusually many or long calls The report classifies the incoming and outgoing calls in a number of categories such as e Local Calls to from a telephone number with a local prefix e Mobile Calls to from a telephone number with a mobile prefix e International Calls to from a number with an international prefix such as 00 e Private Calls to from a telephone number which is unlisted and not signaled in the CDR data from the PBX e Internal Calls to from a telephone number configured as internal such as calls made with speed dial e Regional Long distance Calls to from telephone numbers with a regional long distance prefix calls which are from neither local nor mobile numbers Depending on which PBX is connected the summed times of the calls can be presented See Appendix A for a list of what the various PBXs support e Talk time Most PBX s support showing talk time on both outgoing and incoming calls e Q
3. Enghouse Interactive Vision 80 20 User Manual Vision 80 20 Statistics 3 0 Admin Date of this update 2014 02 26 Vision 80 20 Statistics 3 0 4 5 6 Table of Contents TADIGOR Contents anna nn pans esaneusneseuses em eutess wasn dan ses enausnedonsesnenecteas ams eden ven ent estuns AT 2 FIISCOLY nce ccrveicversconencresaasecedouasccaseuavecesasen ovaceuaiavadouasacdensacewanoccuavaueueutwudenescduesnasecacones esuceceder canenovedsasvecedonnes 3 HINER OOUCTION iuccitss A cccsacscccsccedwounnsssuscioasonueeurcousecetceesmaeteateesecconncsarewnceacdesdausseasocessedeesesasesadscatsoousseessemesrdaes 4 3 1 REPOT rasara carats deere ade ure tacts sa aelrats E Nes ke abe Aa Ra e a a nd ahh coe esbiadire A edd 5 Vision 80 20 StAUISEICS OBIT s cseccedsesevacseasedsws beseseseansavsws govassooeswessey susaueenenwasses ses E OENE Ea 6 4 1 LOGIT WINGOW rreren aE E 6 Statistics CAD eean on A E A A A A 7 5 1 FEF VO DOIES sirida E Hao di Seas eaaae aaamna ara aaa Etaea eae aan ate eae 7 BaSIC TE DOMES cssceastccbsertanssseasindiier sins tenstndedeanade teacwude Neseunae dea sinncedea sundae nwa vende a 8 6 1 SOPVICES WY TEDO S uiaro E is Se eng sles tn eed ne ease aire acne een age aaah naw elas mang ocean ECAR 8 6 1 1 Selecon WIRGOW SEIVICES serami eTo a T a etacdwennte 8 62 ClCkaple TADISS ne A a ems easaeau tee ea mee 12 62156 NTCRACTIVE GIADIS sestccscscceds cocccenctome tacssnceasiormadetenaceestaceaetconueushemectseanese ems
4. calls If you leave this field empty the default highest number of calls will be unlimited 6 3 3 4 Detailed lists Most numbers in the report are clickable in order to easily obtain a list of relevant numbers call times for each call and the name of the person and organization to which the call went Torsdag Besvarade Inkommande be L 2013 10 10 08 41 24 1012 93007 00 00 45 2013 10 10 08 44 03 1012 93005 00 00 37 2013 10 10 08 46 21 1012 93005 00 00 38 2013 10 10 08 47 02 1012 93005 00 00 15 2013 10 10 08 48 19 1012 93005 00 00 28 2013 10 10 08 49 31 1012 93005 00 00 40 E 2013 10 10 09 02 37 1012 93005 00 00 37 The detailed lists can be exported as comma separated files CSV or Excel files XLS 6 3 3 5 Calls to voicemail Calls that are forwarded to voicemail are interpreted in the answer reports as unanswered by the called party B party if the configuration is done correctly These unanswered calls can still show up as having a call time in the detailed lists since the calling party A party may speak to the voicemail box to leave a message for example 12 20 00 12 25 00 Calls Incoming H a 00 00 00 Date Time 2013 10 11 12 20 25 2013 10 11 12 22 29 2013 Orgi Sales Orgi Adm Simpson Lisa Enghouse Interactive 44 Vision 80 20 Statistics 3 0 6 3 4 Traffic metrics Traffic charts Traffic charts can be selected if a quick illustration of incoming and outgoi
5. 0 0 0 0 0 0 100 0 0 0 Nattsvar MM 21004 1 3 0 0 0 0 0 100 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Startnod M3nadens Magasin 2100 19 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Tidsstyrning MM 21002 19 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Valkomstnod MM 21000 19 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Total 111 2 2 5 4 2 7 9 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 82 0 0 9 6 2 6 2 Follow up of Customer surveys This report can be used to bring out the surveys defined in the Contact Center to see things such as the number of people who answered a particular question the answer distribution and the average of all number entries made IVR report DTMF choice Auto Based on Node name Node number _ Total 1 2 3 4 5 6 7 8 9 o D if Tuesday Menu 3185 6 1 3 66 7 33 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Total 6 1 3 66 7 33 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 The example above displays an overview of a menu node here you can see the total number of calls and the dtmf keys pressed In order to bring out information from a specific node you can enter all or part of the Node Name in the filter criteria The report has clickable fields in order to obtain a call list of the calls that generated the various answers Note The call list may contain agent
6. At the bottom of the table is a total containing all of the above values of the same type lt is possible to present all information in a clear pie chart by clicking on the pie chart icon to the right of the report title in the table For more information on the pie chart refer to chapter Tables and Graphs Available groupings in the report are e Days Weekdays such as Monday Tuesday Wednesday e Weeks Provides statistics grouped per week number e Months Provides statistics grouped per month e g January or October e Date Groups data per individual date e Time Time of day e g 10 00 11 00 e Agents Groups data according to the agents who have handled the cases e Agent groups Groups data according to which groups of agents have managed the case 6 2 4 2 Data in reports This report contains a number of data columns Following are the descriptions of each column e Name The name of the agent agent group or time related to the grouping e Agent state Shows the three main states Logged in Pause and Logged out e Time The time the agent has been in a specific status during the selected time period e None The occasions where no sub status is selected only a main status e Example of various code types o Back soon The amount of time the agent status Will return shortly has been in use during the selected time period o Out sick The amount of time the agent status Out sick has been in use duri
7. In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest ring time will be unlimited o Talk time sec Used to retrieve the calls with the highest lowest registered talk time according to the criteria below You can leave one or both fields empty Lowest number of seconds of talk time In the field to the left enter the number of seconds e g 14400 seconds If you leave this field empty the default lowest talk time will be 0 seconds Highest number of seconds of talk time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest talk time will be unlimited e Total filter Used to retrieve users with much or little combined call time registered from the PBX With these filters you can retrieve users who have made unusually many calls during a particular period of time e g over 1000 calls o Queue time sec Used to retrieve users with the total highest lowest registered queue time according to the criteria below You can leave one or both fields empty Enghouse Interactive 39 Vision 80 20 Statistics 3 0 O Lowest number of seconds of queue time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest queue time will be 0 seconds Highest number of seconds of queue time In the field to the right
8. Lowest number of seconds of talk time In the field to the left enter the number of seconds e g 14400 seconds If you leave this field empty the default lowest talk time will be 0 seconds Highest number of seconds of talk time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest talk time will be unlimited e Total filter Used to retrieve users with much or little combined call time registered from the PBX With these filters you can retrieve users who have made unusually many calls during a particular period of time e g over 1000 calls o Queue time sec Used to retrieve users with the total highest lowest registered queue time according to the criteria below You can leave one or both fields empty Lowest number of seconds of queue time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest queue time will be 0 seconds Highest number of seconds of queue time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest queue time will be unlimited o Ring time sec Used to retrieve the users with the total highest lowest registered ring time according to the criteria below You can leave one or both fields empty Lowest number of seconds of ring time In the field to the left enter the numb
9. Queve Select queue SLA Queue group Select queue group SLA sec Z Type All Calls Email Chat Callback The filter dialog contains Predefined filters You can save your filter selections as filter reports These will be visible on the Statistics main page for reports Presets Date for example yesterday last month etc Presets Time indicates time periods such as 8 17 8 12 12 17 17 20 From to is used to define a single period Whole hours should be indicated as 7 8 or 10 11 Base filters O O Based on The Based on filter is divided up into based on Days Weeks Months Date Time Agents Agent Groups and finally Queue Groups Interval min Here we specify the range for the breakdown of graphs combined with Based on time Agent Used to limit searches to a specific agent Agent Group A better means for getting statistics for multiple agents used to specify a metric for a group of agents Queue Queue is used to get statistics for a particular queue If this is selected no returning calls will be included as these are in private queues This is also true of calls or other media types that agents use among themselves Queue Group Queue Group is a way to filter out several queues Note that the same limitation as above applies to returning calls and calls between agents as for a specific queue Here it is possible to select a metric group containing queues Type The media typ
10. Tot 00 41 08 Tot 00 07 31 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 48 39 Avg 00 02 45 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 03 15 6 2 2 2 Queues Below is an example of the aggregated queue statistics that have been derived through filter selections Incoming Answered Not answered Call times Name Outg Tat Rec Overf Quant Transf Quant Hungup Overf Other SLA 9 Queue time Reaction time Prep time Talk time WU time Total time oo o o o o o 100 0 o o 100 0 o o o Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 o 5 o o 0 0 0 o 5 100 0 5 o o Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 08 08 Max 00 07 31 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 15 39 Tot 00 09 12 Tot 00 07 31 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 16 43 Avg 00 01 50 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 03 21 ERA 2 TO Rownccems ae o 10 o 9 9 0 0 o 10 100 0 10 o o Min 00 00 21 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 21 Max 00 10 24 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 10 24 Tot 00 31 56
11. two agents may not answer a posted call and that call is then answered by a third agent This results in an increase in the number of unanswered calls for each of the first two agents yet there is no unanswered call registered to the queue since the third agent answered the call e Agent groups Groups data according to which groups of agents have managed the case e Queue groups Groups data according to which groups of queues the case came in on 6 2 2 4 Data in reports This report contains a number of data columns many of which are clickable in order to show further details about times or numbers involved Following are the descriptions of the columns Name Media type queue or name related to the grouping Outgoing Spontaneous outgoing calls This field is clickable to show details about times and numbers o Note that the announced call and managed callback calls are not included in the number of outgoing calls o Spontaneous outgoing email does not affect the statistics Only incoming email is counted Incoming Incoming cases of various media types calls callbacks chat and email divided up into Tot The total number of incoming cases Rec The total number of calls not chat and email that are returning calls Note These are grouped per private agent queue not per queue o Overf The number of calls that have come in as overflow from another queue such as a full queue or one where no agent is logge
12. 00 00 Tot 00 00 01 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Pez o 4 o o o 0 0 o a 100 0 4 o o Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 oo 2 14 o o o 0 0 o 14 100 0 13 o o Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 00 00 Max 00 00 01 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 01 Tot 00 00 00 Tot 00 00 01 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 01 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Enghouse Interactive 16 Vision 80 20 Statistics 3 0 Available groupings e Days Weekdays such as Monday Tuesday Wednesday e Weeks Provides statistics grouped per week number e Months Provides statistics grouped per month e g January or October e Date Groups data per individual date e Time Time of day e g 10 00 11 00 e Agents Groups data according to the agents who have handled the cases o Note When grouping by agent the total number of calls per queue can differ from the total number of calls per queue A single call in a queue may be managed by several agents For example
13. 2 Bar charts The bar charts are also interactive Simply mouse over the graph to see the various measurements 6 1 3 3 Line charts Line charts provide several means to interact with your data By checking or unchecking the checkboxes the graph displays individual values more clearly You can also mouse over the chart to see detailed values If you wish to drill down into the data you can select a portion of the chart which will show you an enlarged image of the selected time span E a Time Percent chart by amCharts com Stacked line graph 4d 01 13 20 Prep 47 50 2d 11 20 00 Call 47 30 25 2d Break 47 21 37 00 21 26 40 React 47 56 53 2d 07 33 20 Delayed 47 00 Available 47 2d 11 32 13 ha 1d 17 40 00 1d 03 46 40 od 13 53 20 Wrap up 47 04 44 g e D D Wrap up Available React Delayed Break Call Prep Close Enghouse Interactive 13 Vision 80 20 Statistics 3 0 6 2 Contact Center Reports 6 2 1 Common features in Contact Center reports 6 2 1 1 Colors in Contact Center reports The various reports use a specific set of colors with particular meanings Knowing these can greatly facilitate the interpretation of the reports Blue Information about incoming calls Green Information about answered calls Brown Information about unanswered calls Orange Information about answer calls regarding SLA Some reports contain time informatio
14. 6 2 2 7 Details views clickable fields Clickable fields can be used to do things like show a detailed list of numbers that have been waiting in a long queue or calls that have not been answered If in the image below you click on the selected number 2 under Hangups you can get information about the two calls where the callers hung up before the calls were answered Incoming Answered Name Outg Rec Overf Quant Calls o 15 fa fa fa 0 0 Calls Hungup a ee oe aaa T Calls 2013 12 02 16 02 53 8922 2100 K Mag Gens Magasin 00 00 21 Abandoned Elev 1 00 00 00 Calls 2013 12 06 14 20 24 8902 2100 00 00 35 Abandoned 00 00 00 Calls 2013 12 06 14 20 38 8906 2100 Annons 00 00 14 Abandoned 00 00 00 Calls 2013 12 06 14 20 57 8922 Annons 00 15 39 Abandoned Elev 1 00 00 00 Calls 2013 12 06 14 21 22 8902 2100 Annons 00 00 15 Abandoned 00 00 00 Calls 2013 12 06 14 21 46 8906 2100 Annons 00 00 00 Abandoned 00 00 00 The list can be exported as an Excel file XLS or as a comma separated file CSV for further processing Enghouse Interactive 20 Vision 80 20 Statistics 3 0 6 2 2 7 1 Call flow Each incoming case to the queue goes through a number of events from the time it is a queued case to when it is finished By clicking on a row in the call list you can see detailed information about that case s journey in the call flow panel amp a E Result Date Time Talk time Calls 2013 12 02 16 02 53 21
15. Active Add new schedule All Mon Marie test All 0745 Ended jA To create a new schematic dispatch click the T icon The box Filter allows you to sort the data in order to retrieve the desired information Three drop down lists help to limit the search to the data you are interested in Select report There are a number of reports to choose between depending on which report type is desired and how you want the information to be displayed You can select among the basic report templates in the drop down list Select report All reports All reports Contact Center report Agent report Agent presence report Case log report IVR report Show You can choose between active and inactive reports on the drop down list Inactive reports are those that are available on the system but are not currently active This is useful because you can avoid recreating reports as it is enough to reactivate them if they need to be available again Enghouse Interactive 48 Vision 80 20 Statistics 3 0 Select report All reports Show Active l All Inactive When you click beside Add new schedule the Manage schedule dialog will appear in which you can create and manage schematic dispatches This dialog is described further in the previous chapter Clicking n to the right of a report will also launch the Manage schedule dialog If you click the list icon the Connected content dialog will appear
16. Elev 10 i E a ies E NS al a a ial a a ia ae ene al a aa E RA Elev 8 a a eae Ea iir dh Pa E wallboard 1 The permissions tree allows you to manage groups and users Move an agent by checking the box for the desired agent and then the desired folder to which the agent should be moved Then click on the Move user button If you click on ih you can create an agent group on that same level If you click A you can edit the selected object Tip A simple way to create a permissions structure is to deactivate all permissions in the Root node and under that create new permissions groups for the various types of users who will be using the tool such as administrators Wallboards and agents Administrators typically have access to most tabs while agents have access only to the Statistics tab with relevant reports and possible locking of metric groups activated 9 4 Permissions The right side of the Permissions tab contains a number of settings that define agents permissions and this is divided up into three tabs Permissions Admin System Metric groups System is the first tab and this allows you to define the parts of the system settings agents will have access to Note that the titles under Permissions System correspond to the tabs in Vision 80 20 Statistics e Agents This permission controls the Users tab which can be activated so the user can see when other users have last l
17. Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 31 56 Avg 00 03 12 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 03 12 oo 15 o o o 0 0 o 15 _ 100 0 15 o o Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 10 24 Max 00 07 31 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 15 39 Tot 00 41 08 Tot 00 07 31 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 48 39 Avg 00 02 45 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 03 15 6 2 2 3 Selected grouping Below is an example of the grouped statistics derived through filter selections Incoming Answered Not answered Call times Name Outg a a Rec Overf Quant Transf Quant Hungup Overf Other SLA Queue time Reaction time Prep time Talk time WU time Total time se a o o o o o 100 0 o o 100 0 o o o Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Eea o 10 o o o 0 0 o 10 100 0 3 o 2 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 00 00 Max 00 00 01 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 00 01 Tot 00 00 00 Tot 00 00 01 Tot 00 00 00 Tot 00 00 00 Tot 00
18. Whole hours should be indicated as 7 8 or 10 11 e Base filters o Based on The Based on filter is divided up into based on Days Weeks Months Date Time Cost Center Organization Department Person and Metric Group o Interval min Here we specify the range for the breakdown of graphs combined with Based on time Metric group Used to limit the search to a specific traffic metric group PBX Allows you to select whether you want to measure an individual PBX defined in your system or to measure on all PBX s o Cost center Used to limit the search to a specific cost center The cost center is defined in Vision 80 20 s business directory Enter the name of the cost center e g a hae o Organization Used to limit the search to a specific organization in Vision 80 20 s business directory e g Enghouse Sweden o Department Used to limit the search to a specific department in Vision 80 20 s business directory Enter the name of the department e g Support Enghouse Interactive 42 Vision 80 20 Statistics 3 0 o Person extension Used to limit the search to a specific person or extension in Vision 80 20 s business directory Enter the name or extension e g Sara or 10452 o Telephone Used to limit the search to a specific telephone number Enter the number e g 10452 The telephone number is used to filter both sending and receiving numbers in the CDR data e Per call filter Used to re
19. all Contact Center information from the system The reports can be used to generate information about Contact Center its features and agents This is divided into the three following elements e Media types Displays statistics on Calls Chat Mail and Callback e Queues Displays filtered statistics data for the queues included in the search criteria e Selected grouping Displays statistics data grouped according to the filter selection Base on The report also can be used to view the contents of stored chat dialogues 6 2 2 1 Media types Below is an example of the aggregated statistics of the various media types that have been derived through the filter selections Contact Center report Incoming Answered Not answered Call times Name Outg CT Rec Overf Transf Quant Hungup Overf Other SLA Queue time Reaction time Prep time Talk time WU time Total time com o 15 o o o 0 0 o 15 _ 100 0 15 o o Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 10 24 Max 00 07 31 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 15 39 Tot 00 41 08 Tot 00 07 31 Tot 00 00 00 Tot 00 00 00 Tot 00 00 00 Tot 00 48 39 Avg 00 02 45 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 00 00 Avg 00 03 15 en z 15 o o o 0 0 o 15 100 0 15 o o Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Min 00 00 00 Max 00 10 24 Max 00 07 31 Max 00 00 00 Max 00 00 00 Max 00 00 00 Max 00 15 39
20. and the individual features you wish the user to have access to o Configuration Metric groups Permission to edit agent groups for traffic metrics and Contact Center reports e Permissions In order for the Permissions tab to be available for the logged in user This tab has a number of features that are controlled with permissions To activate any of these for the user you must set permissions for both the tab itself and the individual features you wish the user to have access to o Metric groups Activates the ability for the logged in user to manage permissions for metric groups e Statistic In order for the Statistics tab to be available for the logged in user Note that all Statistics reports are under this tab so if the user needs to retrieve statistics reports this permission must be activated Under the Reports permissions tab you can control which reports are active for the user group o Scheduling Permission to use scheduled mailing of reports When the desired selections are made click Save 9 4 2 Report permissions Reports is the second tab and contains the permissions for the report types and export formats which are to be made available Enghouse Interactive 53 Vision 80 20 Statistics 3 0 Reports are divided up into main categories where each main category has a number of sub reports that can be activated e Contact Center reports Reports of agents and queues on the Contact Center
21. e Person Groups data according to the person the call was made to from e Metric group Groups data according to the metric group calls were made to from Enghouse Interactive 37 Vision 80 20 Statistics 3 0 Note Only the main organization is used to identify users If one belongs to several organizations Name The name of the person metric group or time related to the grouping e Call The number of calls e Incoming Outgoing calls Shows whether incoming or outgoing calls are being measured Local Number of calls to from a telephone number with a local prefix Mobile Number of calls made to from a telephone number with a mobile prefix Regional Long distance Number of calls made to from telephone numbers with a regional long distance prefix calls which are from neither local or mobile numbers o International Number of calls made to from a number with an international prefix such as 00 o Private Number of calls made to from a number which is unlisted and not signaled in the CDR data from the PBX o Internal Number of calls made to from a telephone number configured as internal such as calls made with speed dial o Unknown Number of calls that do not fall into one of the other categories o Queue time Total queue time Some PBX s support leaving queue time toward an extension for incoming calls If the PBX does not provide this data it is set to 0 in the report o Dialing time
22. h cassie asacnatepenenens 12 6 2 Contact cenl er REPOL S reise scat aeaa EEO ne oe resets eesti OO A AEAEE E 14 6 2 1 Common features in Contact Center reports essceescceesceneneceenecneneensnceneneensnnensanensenenss 14 6 2 2 Contact Center Contact Center reports ccccccsccsssscsssssessseccssssecssseeessseessseecsseeessseeesees 16 6 2 35 Contact Center Agent reports sisteemas aa T eden en eines 25 6 2 4 Contact Center Agent presence report cccsccessccsssscssssecssseecesssecesseeceseeesssesssseeessaseesegs 27 6 2 5 Contact Center Case Log Reports ccesccsssscssssseessssessseecesseeceseecssseeeseeessssesssneeesegs 29 626 Contact Center VA Re DOM ennaa aa a E E wie 32 6 3 TIT IG ROD ORES ceed etd atone bee dancer eee eo TETE EN 36 6 3 1 Common Features in Traffic Reports cecccits aeiacecasseriuepocdedlaciauushid decane secseuierancddd cejetaatabanddvelenstt 36 632 Trafic WMeWiCS VAIN REDONS CeesicsevecdscurtesstedcdensiastmcevemtdaiaudhinntisGertaadauseceriec eit ielaadnas Tee itiedensest 37 6 3 3 Traffic metrics Answer rePOrts c ccccessscccssscccsssssecssseseessssuecesssseecssusecssseueesesneesssensesens 41 634 Tralicmetics Trame GAAS nennou n 45 SCATISLIGS Schematic disate h aroraa nara a NES 48 Users CAD scsscciscssesesbsnaestsgavecesscannestoes nasseanssaestaws E aTa 50 P rmis Sons ta Diura a A E A A A S 51 9 1 ALE OOUGCLION PEET AE E AEE EA EA E E E A E AE EEA E T A EA EAE A
23. in the call you just completed Enghouse Interactive 32 Vision 80 20 Statistics 3 0 6 2 6 1 Follow up of selections in the IVR tree In the report you can get a list of DTMF selections users make in the IVR menus For example you can see how many people pressed 1 or 2 in a specific tree node and bring up the distribution of selections made as a percentage It is important that the nodes be named with suitable descriptions so that filtering to find them is simple IVR report DTMF choice Auto Based on Node name Node number _Total Average rt 2 3 4 5 6 7 8 9 o D T Monday Ange KundNr 210032 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Huvudmeny MM 21003 3 2 0 33 3 33 3 33 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Lavinmeddelande MM 21001 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Startnod Manadens Magasin 2100 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Tidsstyrning MM 21002 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Valkomstnod MM 21000 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Friday Ange KundNr 210032 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 100 0 0 0 Huvudmeny MM 21003 16 2 2 31 2 12 5 50 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 6 2 Lavinmeddelande MM 21001 19 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
24. include in the file e Scheduling tool This tool allows you to connect reports to a schedule so they can be periodically sent via mail You can either create a new schedule or connect your report to an already existing one You can also select language and C file format for your report 6 1 1 1 Filter tool This tool is perhaps the most important report tool It allows you to set up a framework for the data you wish to include in your report The selection and presentation of data occurs in four steps Predefined filter Select predefined filter oF Presets date Select preset Presets time Select preset r From 2013 12 30 A Y Use time as interval To 20131230 7 E e Time period First you must decide which time period you are interested in You can do this by either using the preset selections or specifying an exact time period with the calendar and clock icons For example o You can determine the desired time period such as last week o You can determine the time of day which will be the starting point of the measured data and similarly set the end time o Use as interval Click this if you want the time period and time of day to be merged so that only the period between time of day should be valid for all days in the interval For example want to see mornings from all days during the previous week e Basic filters Based on This feature allows you to group reports in order to highligh
25. information boxes The one to the left shows where in the application you are as well as available submenus The Statistics tab provides an overview of the various statistics reports i User Elev 1 A Statistics Statistics Users Permissions Configuration Logout Options Statistics Favourite statistics Statistics W Previous month Contact Center Contact Center report Statistics Schematic dispatch W Previous month agents Contact Center Agent report Statistics Contact Center Contact Center report W Previous month Agent report W Previous month agents Case log report Previous month IVR report The list of reports contains basic reports in bold black text and filtered reports in gray text Click on each row to show that specific report The number of available base reports can vary depending on how the system is configured and which modules are available Reports with a star have been marked as favorites These are also displayed under Favorites statistics To mark a report as a favorite simply click the star beside that specific report To change the name of a filtered report click on the icon in that report s row To remove a filtered report click on the icon in that report s row 5 1 Filter reports When generating a report the filter selections must be made in order for the report to contain the desired data Filtering makes it possible to highlight particular d
26. nodes that begin with April all such nodes will be listed The node number can also be used though the number will give exact matches Node filter apri Show Filtering of nodes with names that begin with April Enghouse Interactive 34 Vision 80 20 Statistics 3 0 Node filter 3187 Show Filtering of nodes beginning with node ID 3187 6 2 6 5 Detailed lists Most numbers and percentages in the report are clickable in order to easily obtain a list of relevant numbers call times for each call and the name of the last agent who managed the call if the call was managed by an agent Associated calls x A Wa F a Cor a E L 2013 12 06 14 20 24 8902 2100 Annons 00 00 35 Abandoned 00 00 00 2013 12 06 14 20 38 8906 2100 Annons 00 00 14 Abandoned 00 00 00 2013 12 06 14 20 57 8922 2100 Annons 00 15 39 Abandoned Elev 1 00 00 00 2013 12 06 14 21 16 8906 2100 00 00 01 Answered 00 00 25 2013 12 06 14 21 22 8902 2100 Annons 00 00 15 Abandoned 00 00 00 2013 12 06 14 21 46 8906 2100 Annons 00 00 00 Abandoned 00 00 00 2013 12 06 14 26 07 8922 2100 K M nadens Magasin 00 10 24 Abandoned 00 00 00 2013 12 06 14 40 29 8922 2100 K M nadens Magasin 00 09 57 Abandoned 00 00 00 2013 12 06 14 54 41 8922 2100 K M nadens Magasin 00 02 46 Abandoned 00 00 00 2013 12 06 14 55 05 8922 2100 00 00 01 Answered 00 00 18 2013 12 06 14 55 28 8922 2100 K M nadens Magasin 00 01 59 Abandoned 00 00 00 2013 12 06 14 58 33 8922 2100 K M nadens M
27. of ring time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest ring time will be 0 seconds Highest number of seconds of ring time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest ring time will be unlimited o Talk time sec Used to retrieve the calls with the highest lowest registered talk time according to the criteria below You can leave one or both fields empty Lowest number of seconds of talk time In the field to the left enter the number of seconds e g 14400 seconds If you leave this field empty the default lowest talk time will be 0 seconds Highest number of seconds of talk time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest talk time will be unlimited Enghouse Interactive 47 Vision 80 20 Statistics 3 0 7 Statistics Schematic dispatch Under this headline you can find the various schematic dispatches i User Elev 1 Statistics Users Permissions Configuration Logout Options Statistics Favourite statistics Statistics W Previous month Contact Center Contact Center report Statistics Schematic dispatch W Previous month agents Contact Center Agent report Statistics Schematic dispatch Select report All reports Show
28. platform e Traffic metrics reports Reports of traffic metrics on the company PBX For each Report there are a number of configuration possibilities Metric groups Contact Center P P pP F E Contact Center repor Aldata l E E oe Agent report m E B J eon Case log report Aldata l E a oe E IVR report E m E Save e Permission In the permission column you can decide whether you will allow the user to see all statistics data in the system for this report or if the user should only have access to the data available via that user s metric groups o All data allows the user to search among all data that exists for the report o Metric groups only allows the user to only see data that can be accessed via that user s activated metric groups e Services Allows you to configure which services will be available per report For example scheduled reports and available export formats can be defined by clicking on those services Services in green are available and services in red are unavailable From left to right the icons are e Export Allows the agent to select which fields are to be available in the report e Excel Microsoft Excel e PDF Adobe Acrobat e Scheduled mailing Allows the agent to create a scheduled mailing P pe pe o Boo e Activation Yes No Inherited defines the activation stat
29. report allows the creation of a list showing which DTMF selections users make in the IVR tree menus For example it is possible to see how many users pressed 1 or 2 in a specific tree node and view the selection distribution percentage This report can also be used to follow up on customer surveys Vision 80 20 Statistics 3 0 4 Vision 80 20 Statistics login Welcome to Vision 80 20 Statistics a web based tool that allows you to view and take advantage of a variety of statistical information from Enghouse Interactive s various applications Statistics consists of two elements the first is the SuperAdmin which has access to all parts of the system and the second is the Administrator which has access to specific parts of the application that have been defined by the superadmin 4 1 Login window The login window for Vision 80 20 Statistics is displayed below To log in you must have an operator account from Vision 80 20 PAM or an agent account from Vision 80 20 Contact Center Additionally there is a purely administrative account for Statistics Select one of the available languages by clicking on the corresponding country flag Check the Remember me box if you do not wish to fill in this information the next time Enter your login information and click Login to continue Vision 80 20 Statistics Username Enghouse Interactive 6 Vision 80 20 Statistics 3 0 5 Statistics tab At the top of the Statistics window are two
30. the descriptions of each column e Name What the report is based on Day in this case e Quant Number of calls that have come in to the selected grouping e Time The total amount of time spent on this grouping e Case Category Level 1 The text for Case Category Level 1 is set in the Case category in your Contact Center system For example a Level 1 Case category could be something like Organization or Customer o Quant Number of calls to the specific Case type o The percentage of the number of cases that have come in compared to the remaining cases in the same grouping Time The total amount of time for calls that has come in for this Case type The percentage of the time spent on cases that have come in compared to the remaining cases in the same grouping Enghouse Interactive 29 Vision 80 20 Statistics 3 0 e Case Category Level 2 The text for Case Category Level 2 is set in the Case category in your Contact Center system For example a Level 2 Case category could be something like Service or Case type o Quant Number of calls to the specific Case type o The percentage of the number of cases that have come in compared to the remaining cases in the same grouping Time The total amount of time for calls that has come in for this Case type The percentage of the time spent on cases that have come in compared to the remaining cases in the same g
31. the number of received and sent messages and the number of messages sent on average per session Clicking on this field will show more details such as the agent who handled the case the email address registered as a customer etc Chat Answered x H a a CN A CC Chat 2013 11 28 11 06 47 mwestoo enghouse com Chatk6 Chatk6 00 00 30 Answered Larare 00 03 12 Chat 2013 11 28 11 11 50 mwestoo enghouse com Chatk Chatk 00 00 09 Answered Larare 00 01 27 k Clicking the speech bubble will show the chat conversation which may look as follows Chat Answered x a CC NC Chat 2013 11 28 11 06 47 mwestoo enghouse com Chatk Chatk 00 00 30 Answered Larare 00 03 12 Chat 2013 11 28 11 11 50 mwestoo enghouse com Chatk Chatk 00 00 09 Answered Larare 00 01 27 k Date Time From Message 2013 11 12 13 58 08 Anna Hi 2013 11 12 13 58 34 Agenti Aew can I help you Enghouse Interactive 24 Vision 80 20 Statistics 3 0 6 2 3 Contact Center Agent reports The Agent report presents a list of all actions the agents in the system have performed The report can be used to get a detailed picture of the operators and agents behavior This report is divided up into two parts e Agents shows information per agent e Selected grouping shows statistical data grouped according to the filter Based on 6 2 3 1 Agents Below is an example of agent statistics covering the various states agents can be in Agent r
32. to is used to define a single period Whole hours should be indicated as 7 8 or 10 11 e Base filters o Based on The Based on filter is divided up into based on Days Weeks Months Date Time Agents Agent Groups and finally Queue Groups o Interval min Here we specify the range for the breakdown of graphs combined with Based on time o Agent Used to limit searches to a specific agent Enghouse Interactive 30 Vision 80 20 Statistics 3 0 o Agent Group A better means for getting statistics for multiple agents used to specify a metric for a group of agents o Queue Queue is used to limit search to a specific queue o Queue Group Queue Group is used to limit search to a specific queue group Report specific filters To refine your report you can choose to filter out certain categories i e you can select to only generate a report for a certain type of category in the case log Note this extra filtering cannot be stored as part of a saved report filter ANNONS a i HELPDESK b OVRIGT 6 2 5 4 Detailed lists If you click on a value in the report you can get more details on that registered categorization The columns in this details view are partially configurable In the case below the attributes Customer number and Social Identification Number are defined as fields to save in the case log C G 2013 11 19 13 24 48 073887899 Internal_3 i184 Ag nti 2013 11 19 13 34 09 1005 Internal_3 184 Age
33. type the agents have categorized e How much time agents have spent on each case category e Potential text entries made by the agents when logging their cases The report is created dynamically according to the case categories defined by the Contact Center platform For more information about how the case log is generated refer to User Manual_ Queue administration_for Contact_Center IVR _PRO_10 0 SV 6 2 5 1 Case Log Below is an example of the grouped statistics based on filter selections Days in this case The example also shows how it might look with a variety of configured services from the case log Case log report 1 Name Quant Time AVDELNING Quant Time o UNDERAVDELNING Quant Time o TJ NST Quant Yo Time Yo Tuesday 3 00 00 00 ANNONS 1 33 3 00 00 00 100 0 Webb 1 100 0 00 00 00 100 0 Banner 1 100 0 00 00 00 100 0 OVRIGT 2 66 7 00 00 00 100 0 Prenumeration 1 50 0 00 00 00 100 0 Ny prenumeration 1 100 0 00 00 00 100 0 Utebliven tidning 1 50 0 00 00 00 100 0 Snd storm 1 100 0 00 00 00 100 0 The above example shows three calls concerning Organization Property office One of these dealt with Services Building permissions and the other two dealt with Property rights This clearly shows how much total time is spent on each case type as well as the time as a percentage divided up between the different case types 6 2 5 2 Data in reports This report contains a number of data columns Following are
34. which contains general parameters for this type of report This dialog also allows you to test your schematic dispatch by clicking the Test schedule button Connected content x Connected content Name Description Type File type Language Parameters Report generated content Agent report Report PDF English Schedule interval Previous month Date interval 2013 12 01 2013 12 31 Time interval 08 00 17 00 Base type Days Agent All Agent group 1 Interval in minutes 60 To add content use schedule dispatch service that are availible on all reports Click here to go to be redirected to statistics page Test schedule Close A The Connected content dialog shows details for the scheduled mailing The available information includes e Name The name of the scheduled mailing e Description A short description of the scheduled mailing e Type The type of report the scheduled mailing is based on e Parameters Typically this post primarily contains information and shows the selected parameters Enghouse Interactive 49 Vision 80 20 Statistics 3 0 8 Users tab The Users tab shows a list of available agents The list contains the following columns e Id A unique agent ID e Name Name of the agent e Username Username signature of the agent e Email Email address of the agent e Last login The last time the agent was logged in Statistics Users Permissions Configuration Logout Options Us
35. 0 Statistics 3 0 11 Wallboard To use Vision 80 20 Wallboard you must log in with an agent account This account must have the permissions Monitor This is set on the Permissions tab in Statistics Permissions Admin System Metric groups System Ro Yes tah Agents F ry F Configuration E Configuration Metric groups 6 El Monitor F Permissions E a E Permissions Metric groups a F Statistics 6 E Statistics Scheduled dispatch 6 E Save Unlike a typical logged in user in Statistics Vision 80 20 Statistics Wallboard is dependent on having metric groups activated and is thereby locked into these metric groups in order to have permission to retrieve statistics in real time This means that the login used for wallboard must have at least one metric group activated in order to show information This account must have permissions for a metric group of agents and a metric group of Queues or else no data will be available in Wallboard The image below has two metric groups created as an example one for agent data in the image all agents and one for queues in the image all queues Enghouse Interactive 61 Vision 80 20 Statistics 3 0 Permissions Admin Metric groups Note that these settings are only applicable for reports with Metric groups only rights selected in the Reports tab Traffic Access to all information Contact Center
36. 00 K M nadens Magasin 00 00 21 Abandoned Elev 1 00 00 00 Calls 2013 12 06 14 20 24 8902 2100 Annons 00 00 35 Abandoned 00 00 00 2013 12 02 16 02 53 Incoming 8922 2100 Queue K M nadens Magasin 00 00 21 Abandoned Elev 1 2013 12 02 16 03 05 Incoming 8922 0704676728 Agent 00 00 00 Abandoned Elev 1 2013 12 02 16 03 08 Incoming 8922 0704676728 Agent 00 00 00 Abandoned Elev 1 2013 17 02 16 03 11 Incoming 8922 0704676728 Agent 00 00 00 Abandoned Elev 1 2013 12 02 16 03 14 Incoming 8922 0704676728 Agent 00 00 00 Abandoned Elev 1 2013 12 02 16 03 17 Incoming 8922 0704676728 Agent 00 00 00 Abandoned Elev 1 2013 12 02 16 03 20 Incoming 8922 0704676728 Agent 00 00 00 Abandoned Elev 1 2013 12 02 16 03 23 Incoming 8922 0704676728 Agent 00 00 00 Abandoned Elev 1 2013 12 02 16 03 26 Incoming 8922 0704676728 Agent 00 00 00 Abandoned Elev 1 Information shown in this panel consists of specific details about the call This same panel shows both queue focused and agent focused information records The panel shows events on the case in chronological order i e events that took place first are at the top Typically the events follow a simple pattern They begin with an information record connected to the queue followed by zero or several agent records describing in detail what happened during the time the call record covers Example 1 The image below shows a call that has waited in a queue for 7 seconds and is then answered by Agent 1 outlined in blue T
37. 5 0 15 3 16 0 16 3 17 0 17 3 18 0 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 Prin Q 0 00 0 00 0 0 Totalt Mobil Internt Lokalt vat Region Totalt Mobil Internt Lokalt Privat Region Ok nt Ok nt Available groupings are e Days Weekdays such as Monday Tuesday Wednesday e Weeks Provides statistics grouped per week number e Months Provides statistics grouped per month e g January or October e Date Groups data per individual date e Time Time of day e g 10 00 11 00 6 3 4 3 Filtering of Traffic charts When a report is to be generated filter selections should be made in order for the report to contain the intended data The purpose of the filtering is to point out the data the report is meant to highlight such as Calls for a specific metric group during the previous week for example There are many ways to filter the data so as to get the information you re looking for These are described below Enghouse Interactive 45 Vision 80 20 Statistics 3 0 shal v lj filtrering Snabbfilter V lj snabbfilter a dP Snabbval datum V lj snabbval w Snabbval tid V lj snabbvel a Fran 2013 10 15 S Till 201310415 am AN J Anv nd som intervall Basfilter Per samtal Basera p Dagar Kotid sek Intervall min Ringtid s
38. Agents Access to all information Agent 1 5 Agent 6 10 _ _ _ _ Wallboard Contact Center Queues Access to all information Yes Inh Annons er Enghouse Interactive 62 Vision 80 20 Statistics 3 0 12 Log out Click Log out to log out of the system Enghouse Interactive C nfiguratic n 63 Vision 80 20 Statistics 3 0 Appendix A PBX data for traffic measurement Statistics supports accepting CDR data from PBX s for traffic metrics reports The matrix below shows which data the various PBX manufacturers supply to Statistics Statistics can display information for the various call cases where the matrix indicates Yes For call cases where the matrix indicates No there is no information to retrieve from the PBX and so it cannot be shown in Statistics CDR Data from PBX WW RKO MX One Avaya CM Avaya MS Lync Cisco 02S K01010 CallManager Queue time on incoming calls No No No Yes No No Ring time on incoming calls No external Yes Yes calls only Call time on incoming calls Y i Y Yes Y Yes Y es Yes es Yes Yes Answered incoming calls es Yes es Yes Yes No No es Yes Yes Unanswered incoming calls external Y calls only Enghouse Interactive 64
39. Click on one of the groups to see more information about that group If you select one of the groups its members will be visible under the heading Contents in selected metric group To create a new metric group click under Metric groups Click to select New metric group Type Contact Center Agents Contact Center Agents Contact Center Queues Save Cancel Al Fill in the name of the desired metric group and select Traffic measurement Contact Center Agents or Contact Center queues If you click under Metric groups Click to select the selected metric group is removed The following describes the options available for filling the metric groups with data Enghouse Interactive 57 Vision 80 20 Statistics 3 0 10 1 1 Metric group Traffic measurement A metric group for traffic measurement can be filled with the help of four search criteria e Organization Adds users to the metric group that belong to selected organizations from Vision 80 20 s business directory e Department Adds users to the metric group that belong to selected departments from Vision 80 20 s business directory e Person Adds individual selected users from Vision 80 20 s business directory e Cost center Adds users that are connected to defined cost centers in Vision 80 20 s business directory To add information to a metric group click the P icon on the desired row To remove information from the metric
40. Clickable tables In most reports the information values are clickable and will show more detailed information when clicked You can in some cases drill down deeper for even more information To see if a value is clickable simply click on that value in the table with the mouse If the value is underlined you can click again and drill down for further information Incoming Answered outo B re Overt Ns Tranct Calls o 15 o o o 0 0 o 6 1 3 Interactive Graphs Most reports allow you to see report data as interactive graphs The type of graph shown will depend on the grouping you have selected under Based on There are three types of graphs ih e Pie charts circular charts divided into sectors which illustrate numerical proportion e Bar charts charts with rectangular bars whose lengths are proportional to the values they represent e Line charts charts displaying information as a series of data points connected by straight line segments such as data charted along a timeline e g per hour or day 6 1 3 1 Pie charts The pie charts are clickable By checking or unchecking the checkboxes the graph can show individual values more clearly You can also mouse over the chart to see the various measurements ert by erCharis cor Distribution calis per quewe Close Note that pie charts are unsuitable for the processing of more than 15 queues Enghouse Interactive 12 Vision 80 20 Statistics 3 0 6 1 3
41. Total dialing time Some PBX s support leaving dialing time toward an extension for incoming calls If the PBX does not provide this data it is set to 0 in the report o Call time Total call time Most PBX s support displaying talk time on both incoming and outgoing calls If the PBX does not provide this data it is set to 0 in the report 6 3 2 2 Filtering of Traffic Reports When a report is to be generated filter selections should be made in order for the report to contain the intended data The purpose of filtering is to bring out the data the report is meant to highlight such as cases to a specific queue during the previous week There are many ways to bring out the data you are looking for Filtering via the Filter dialog is explained below shal v lj filtrering Snabbfilter V lj snabbfilter Lv Snabbval datum V lj snabbval Snabbval tid V lj snabbval mj Fr n 2013 10 15 mm Till 2013 10 15 ma J Anv nd som intervall ill 2013 10 15 7 Basfilter Per samtal Basera p Dagar z K tid sek Intervall min Ringtid sek M tgrupp V lj m tgrupp Taltid sek Samtal Utg ende v V xel Samtliga X Totalt Kostnadsst lle K tid sek Organisation Ringtid sek Avdelning Taltid sek Person Anknytning Antal samtal Telefon Visa e Predefined filters These are predefined by you the user You can easily create
42. agasin 00 00 32 Abandoned 00 00 00 2013 12 06 15 02 06 8922 2100 K M nadens Magasin 00 01 59 Abandoned 00 00 00 A Enghouse Interactive 35 Vision 80 20 Statistics 3 0 6 3 Traffic Reports 6 3 1 Common Features in Traffic Reports Traffic metrics are used to measure incoming outgoing and internal traffic on the PBX Data for traffic metrics is gathered from the organization PBX used to make and receive calls The information in the Traffic metrics reports is a combination of CDR data from the PBX and information from Vision 80 20 s business directory 6 3 1 1 Extensions in Vision 80 20 Statistics tries to match CDRs from the PBX with people in Vision 80 20 s business directory To do this Statistics uses information stored in certain fields in Vision 80 20 e Fora calling party interpreted as an internal extension the extension and extension2 fields are used e Fora calling party interpreted as a mobile telephone the mobile number field is used 6 3 1 2 Management of organization data The organization and department used in Statistics traffic metrics is the user s main organization and not all organizations the user belongs to In Vision 80 20 terms this means it is the organization with the highest priority that is used Example from Manager Pro Karl Urban Extension 3186 gt to je Name Role Tip Organization Keywords Schedule Message delivery Y 4t 4 Save and close Savelater Add Remov
43. ata such as cases going to a specific queue during the previous week or last month s calls to the sales department As a user you can save your filtered reports and name them in order to easily find those you use most often Your saved reports are accessible by you alone You can find more information on how to save reports later on in this document Enghouse Interactive 7 Vision 80 20 Statistics 3 0 6 Basic reports Under Contact Center and Traffic Metrics are a number of basic reports which we will cover in further detail in this chapter The reports have filters that allow you to find exactly the information you re interested in Depending on how the filters are used one report can have many different results 6 1 Services in reports Reports and Statistics highlight different parts of the telephone environment However each report has a number of things they have in common 6 1 1 Selection window Services When you open a basic report the services dialog will appear With a few exceptions all reports will offer three services e Filter tool in the filter tool you can determine how you want your report to display your data You can also specify which data you want included in your report and which should be filtered out and thereby excluded from the report e Export tool In the export tool you can manually export report data to a file The tool allows you to select the file type to export and which fields you wish to
44. categories Enghouse Interactive Vision 80 20 Statistics 3 0 6 1 1 3 Scheduling tool The clock icon will display the Scheduled dispatch dialog New Schedule tab This tab is where you set up a new schedule for sending a report Under Language select the appropriate flag for the desired language in the dispatch Select the desired File type Under Report interval select the desired time interval for the content of the report In the Name field enter a suitably descriptive name for the report In the field Report name enter a name for the report that will be used in the email Select when the report will be generated and sent out using the fields Months Days Weeks and Day in month Put possibly an End date for the report Specify the time of day when the report should be sent in the field Time for message to be sent Enter Subject and Body for the message In the E mail to field enter the email address of the recipient and click to add it to the address list TO remove an email address from the address list click on the address in the list and then click Click the Save button to save your settings Enghouse Interactive Scheduled dispatch New schedule Connect to existing schedule Send directly Language ad ka ain File type XLS PDF Report interval Select interval Schedule Name Report name Months Days All months All days Weeks Day in month All wee
45. d in Answered Number of answered cases are divided up into o Quant The total number of answered cases o The total number of answered cases as a percentage of the number of incoming cases o Transf The number of cases that are connected to another queue agent or number Number works only for calls Not answered The number of unanswered calls are divided up into o Quant The total number of unanswered cases o The total number of unanswered cases as a percentage o Hangup The total number of calls or chats that have been ended by the caller before an agent or operator could answer o Overf The number of calls managed according to the rules of timeout full queue or when no agents are logged in There is a difference for calls connected to another queue or destination due to a timeout and per agent Per agent shows all calls the agent has not had time to answer These calls do not need to have ended but instead have been connected to another agent o Other The number of calls that are unanswered due to miscellaneous reasons such as Enghouse Interactive 17 Vision 80 20 Statistics 3 0 no agents were logged in the queue was full without a predefined overflow the agent has rejected an incoming case when grouping per agent e SLA Service level agreement as a percentage calculated from the entries made in the filter panel Service level number of cases answered within Max time to
46. e reaction time registered on the queue is the reaction time given to Agent 3 Agents 1 and 2 did not answer the call but that time is still counted as queue time as it reflects the caller s experience in the queue statistics From the agents perspective only Agent 3 has successfully answered a call The other two agents will each receive an unanswered call notation This information is vital when examining the level of service for a particular queue or individual agents Tip If you produce a report with agent data or have a report that has Based on set to either Agent or Agent Group then you are looking at statistics data based on the purple arrows in the picture If you produce a report that is based on queue data where Based on is set to a time interval such as Date or Time then you are looking at statistics data based on the blue arrows in the picture Enghouse Interactive 14 Vision 80 20 Statistics 3 0 6 2 1 3 Queue time The time from when a case Is entered into a queue until the call has been assigned to an agent e Answered calls Counted from the moment a call is entered into the queue until the agent who eventually answers the call becomes available and chooses to handle the case e Unanswered calls Counted from the moment a call is entered into the queue until the call is terminated e Does not include time the caller is listening to the queue s greeting or the earlier time when the caller is i
47. ek Matgrupp V lj matgrupp iy Taltid sek Ackumulerat V xel Samtliga Ls Kostnadsstalle Organisation Avdelning Person Anknytning Telefon Visa t e Predefined filters You can save your filter selections as filter reports These will be visible on the Statistics main page for reports e Presets date for example yesterday last month etc e Presets time indicates time periods such as 8 1 7 8 12 12 1 7 1 7 20 e From to is used to define a single period Whole hours should be indicated as 7 8 or 10 11 e Base filters o Based on The Based on filter is divided up into based on Days Weeks Months Date Time Cost Center Organization Department Person and Metric Group o Interval min Here we specify the range for the breakdown of graphs combined with Based on time Metric group Used to limit the search to a specific traffic metric group o Accumulated Allows you to select whether charts should include accumulated values o PBX Allows you to select whether you want to measure an individual PBX defined in your system or to measure on all PBX s o Cost center Used to limit the search to a specific cost center The cost center is defined in Vision 80 20 s business directory Enter the name of the cost center e g 4 o Organization Used to limit the search to a specific organization in Vision 80 20 s business directory e g Enghouse Sweden o Departm
48. ent Used to limit the search to a specific department in Vision 80 20 s business directory Enter the name of the department e g Support o Person extension Used to limit the search to a specific person or extension in Vision 80 20 s business directory Enter the name or extension e g Sara Andersson or 10452 o Telephone Used to limit the search to a specific telephone number Enter the number e g 10452 e Per call filter Used to retrieve calls with registered times from the PBX With these filters you can retrieve calls whose talk time has been unusually long such as over 4 hours 14400 seconds o Queue time sec Used to retrieve calls with the highest lowest registered queue time according to the criteria below You can leave one or both fields empty Lowest number of seconds of queue time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest queue time will be 0 seconds Enghouse Interactive 46 Vision 80 20 Statistics 3 0 Highest number of seconds of queue time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest queue time will be unlimited o Ring time sec Used to retrieve the calls with the highest lowest registered ring time according to the criteria below You can leave one or both fields empty Lowest number of seconds
49. enter the number of seconds e g 10 seconds If you leave this field empty the default highest queue time will be unlimited Ring time sec Used to retrieve the users with the total highest lowest registered ring time according to the criteria below You can leave one or both fields empty Lowest number of seconds of ring time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest ring time will be 0 seconds Highest number of seconds of ring time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest ring time will be unlimited Talk time sec Used to retrieve the users with the total highest lowest registered talk time according to the criteria below You can leave one or both fields empty Lowest number of seconds of talk time In the field to the left enter the number of seconds e g 14400 seconds If you leave this field empty the default lowest talk time will be 0 seconds Highest number of seconds of talk time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest talk time will be unlimited Number of Calls Used to retrieve users who have made received many calls during a particular period of time according to the criteria below You can leave one or both fields empty 6 3 2 3 De
50. entify users If one belongs to several organizations only the main organization is debited for the person s call 6 3 3 0 Filtering of Answer reports When a report is to be generated filter selections should be made in order for the report to contain the intended data The purpose of the filtering is to point out the data the report is meant to highlight such as Calls for a specific metric group during the previous week for example There are many ways to filter the data so as to get the information you re looking for These are described below shal v lj filtrering Snabbfilter alj snabbfilter x Snabbval datum Valj snabbval Snabbval tid V lj snabbval Fran 2013 10 15 p V Anv nd som intervall vv E Till 2013 10 15 Basfilter Per samtal E Basera p Dagar K tid sek Intervall min Ringtid sek M tgrupp V lj m tgrupp Taltid sek V xel Samtliga MME Totalt Kostnadsstalle K6tid sek Visa endast typ Samtliga Organisation Ringtid sek Avdelning Taltid sek Person Anknytning Antal samtal Visa e Predefined filters You can save your filter selections as filter reports These will be visible on the Statistics main page for reports e Presets date for example yesterday last month etc e Presets time indicates time periods such as 8 1 7 8 12 12 1 7 1 7 20 e From to is used to define a single period
51. eport Active Passive a Logged in SNAVSHSBIENN React Prep call Wrapup Delayed Break Elev 1 56 50 12 55 09 34 00 03 04 00 00 00 00 03 26 00 00 50 97 3 00 00 00 01 33 18 2 7 Elev 2 26 14 55 25 45 30 00 08 38 00 00 00 00 14 34 00 01 06 99 7 00 00 00 00 05 07 0 3 Elev 4 00 41 43 00 41 43 00 00 00 00 00 00 00 00 00 00 00 00 100 0 00 00 00 00 00 00 0 0 Elev 5 00 28 31 00 28 31 00 00 00 00 00 00 00 00 00 00 00 00 100 0 00 00 00 00 00 00 0 0 Total 34 15 21 32 05 18 00 11 42 00 00 00 00 18 00 00 01 56 98 1 00 00 00 01 38 25 1 9 6 2 3 2 Selected grouping Below is an example of the grouped statistics according to entered filter selections Agent group in this case Active Passive Name Loggedin Available React Prep Call Wrap up O Delayed Break Agent 1 5 84 15 21 82 05 18 00 11 42 00 00 00 00 18 00 00 01 56 98 1 00 00 00 01 38 25 1 9 wallboard 84 15 21 82 05 18 00 11 42 00 00 00 00 18 00 00 01 56 98 1 00 00 00 01 38 25 1 9 Total 1638 30 42 164 10 36 00 23 24 00 00 00 00 36 00 00 03 52 98 1 00 00 00 03 16 50 1 9 Available groupings are e Days Weekdays such as Monday Tuesday Wednesday e Weeks Provides statistics grouped per week number e Months Provides statistics grouped per month e g January or October e Date Groups data per individual date e Time Time of day e g 10 00 11 00 e Agent groups Groups data according to which groups of agents have managed the case 6 2 3 3 Data in report
52. er of seconds e g 5 seconds If you leave this field empty the default lowest ring time will be 0 seconds Highest number of seconds of ring time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest ring time will be unlimited o Talk time sec Used to retrieve the users with the total highest lowest registered talk time according to the criteria below You can leave one or both fields empty Enghouse Interactive 43 Vision 80 20 Statistics 3 0 Lowest number of seconds of talk time In the field to the left enter the number of seconds e g 14400 seconds If you leave this field empty the default lowest talk time will be 0 seconds Highest number of seconds of talk time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest talk time will be unlimited o Number of Calls Used to retrieve users who have made received many calls during a particular period of time according to the criteria below You can leave one or both fields empty Lowest number of calls In the field to the left enter the lowest number of calls you wish to filter for e g 1000 calls If you leave this field empty the default lowest number of calls will be 1 Highest number of calls In the field to the right enter the highest number of calls you wish to filter for e g 5
53. ermissions tab one to the left and one to the right These are e Permissions tree The Groups Users menu to the left allows you to manage the available agents and create agent groups Available agents here refers to agents or operators in any of Visionutveckling s systems such as Vision 80 20 Contact Center In other words to have access to a login account the agent must exist in another Vision 80 20 product e Connect permissions to groups and users Allows you to configure things so that only certain tabs and features are visible to users o Systems permissions The Statistics tab and its reports can be activated so that the user can retrieve reports and create scheduled mailings The Users tab can be activated so that the logged in user can see when other users have last logged in The Permissions tab can be activated so that the user can manage permissions The Configuration tab can be activated so that the user can create metric groups O Report permissions Individual report types or file formats for export can be activated hidden o Metric group permissions Allows you to limit which data the user has access to by locking users into only specific metric groups Enghouse Interactive 51 Vision 80 20 Statistics 3 0 9 3 Permissions tree Groups Users K E 7 Mowe USE ce r her kine LPP ye USEI SF UFE CIPELA LCA eS LJ Main group Root dh B U Admin oa a arare E a deri E a
54. ers Favourite statistics Users W Previous month Contact Center Contact Center report W Previous month agents Contact Center Agent report Larare Larare Elev 1 elevi 2014 01 02 10 16 24 Elev 10 elev10 Elev 2 elev2 2014 01 02 10 15 25 Elev 3 elev3 Mu amp WN Elev 4 elev4 Available agents here refers to agents or operators in any of Visionutveckling s systems such as Contact Center Enghouse Interactive 50 Vision 80 20 Statistics 3 0 9 Permissions tab 9 1 Introduction Vision 80 20 Statistics has a group based permissions model where permissions can be connected to groups or individual users Permissions can be set either for each user and group or they can be inherited from groups higher up in the hierarchy Users who are visible in Vision 80 20 Statistics are imported from Vision 80 20 referral system and Vision 80 20 Contact Center New login accounts can also be created in Vision 80 20 Statistics Note The permissions tab shows the functions and permissions distributed to the entire organization so your Company group or user s permissions tab may vary 9 2 Permissions tab Overview Permissions Groups Users Permissions Admin System Metric groups man System No Yes Tnh E J Admin A r Agents a L Larare E Elev 1 jc Configuration O E EJ Elev 10 p fA Configuration Metric groups E J Elev 2 There are two main areas of the p
55. es available are calls callbacks email and chat Per call filter This is used to filter out specific calls from the presentation For example you might be interested in a single call with a long reaction time long talk time and where the queue time has passed a certain limit Enghouse Interactive 19 Vision 80 20 Statistics 3 0 e SLA Service level agreement as a percentage This is calculated from the entries made in the filter panel SLA on a queue the number of cases answered within Max waiting time total number of cases number of unanswered cases with waiting time longer than Min time SLA o Min time calculation excludes any unanswered cases and cases with a waiting time lower than the entered SLA sec minimum value The purpose of this limitation is that calls the Contact Center has not yet had a chance to answer should not be included in the SLA This limitation does not filter calls out of the report It affects only the SLA calculation o Max time The maximum value entered sets a limit on how long an incoming case can remain unanswered before it is determined to be in violation of the SLA o Waiting time is calculated differently depending on whether it is queue focused or agent focused statistics being shown For Queue statistics waiting time is calculated as Queue time Reaction time Preparation time For agent statistics waiting time is calculated as Reaction time Preparation time
56. fe cles 51 9 2 Permissions TOD QVEIVICW since norenene a E ae ee 51 9 3 Perni SSlONS TOE oneni arane a E A E OO E AE cine O 52 9 4 POISSI ONS cies a EAA E EE E E OE E EE T da EE a me E 52 9 4 1 SV SUSI POMI S SIONS ronas E E T r 53 9 4 2 Report DENMISSIONS xieiedssckasasesidausiccneababsccsauareaceaberedusauhaycnuabebssancmedsiiavasedidecnap sinter sscseuntyahabarsees 53 DAS IVICWIC OFOUDS sidussctcrasitici sade die uen E deans Nestaducceocemieaesductaneedtie 55 9 5 Create ANd CAit A NCW AGENT GOUP 1sccccsseecccaessecnsnscccnsuseccsuusecsausecssausecssaueessaunscesausecssausesssuasessauasessaes 56 Enghouse Interactive 2 Vision 80 20 Statistics 3 0 10 COMME uration CAD seccascecce cect ccecescenuea se scenes ceseucnucvecese saucweceiceausaeseeceauedeeenusasecaceeceseeuneceuepununeswecateneeseeeeutiees 57 10 1 1 Metric group Traffic MEASUPEMENL ccceccessccesssseceesseeeesseecessnseeesseseeeesesseesssnseeesseseeeesaes 58 10 1 2 Metric group Contact Center Agents cccecccssecssnecsseceseeeeeeeesseeesseeeseeeeseeeeseeeesseeeneaeens 59 10 1 3 Metric group Contact Center Queues ee ecccceseccseecsseeesseeesseeeeeeeeecesaeeeseeesseeeeseeeesaeens 60 1L WAND ANG sec csnnsensensesnecincansecencccesarnuacwusnsesneatesanysdanceceensnsnaswutndunneiesanssdanaeaesareuusewuencutneusesaaeensceaeenrnanaeeats 61 12 LOR OUT a care cna cinncuc even sean scsneesaeeaccwsn EENS 63 Appendix A PBX data for traffic measure
57. group click the icon in the contents panel Inneh ll i vald matgrupp o Organisation Po Organisation Typ Namn Avdelning k E S Person Organisation Administration Kostnadsstalle Organisation Delivery Orgi gP Person Org2 Sales dh Person Karl Urban 3186 Org1 Sales Person Mona Lisa 1013 Org2 Sales Tip You can add properties from different searches into the same metric group e g you can add departments and then add individual people 10 1 1 1 Department Avdelning Org Sales To find a specific department select Department and then type in the first letters of the department name in the field Then add those you wish to include Tip If your organization has a very deep organization tree such that the entire depth is larger than the panel you can mouse over the departments to see a tooltip containing the entire depth of the tree This makes it easier to select the correct department 10 1 1 2 Person 2 a I i J f A i til i m Wi H gn sJ I LI fi i Ll a ti ul LU TE I oP P F P F To find a specific person select Person and then type in the first letters of the person s name in the field Then add those you wish to include Enghouse Interactive 58 Vision 80 20 Statistics 3 0 S k Ce imd Mona Lisa 1013 Org2 Sales dh Mona Lisa 1015 Org2 Sales Tip If your organization has many similar names you can enter both forename and sur
58. he Statistics main page for reports e Presets date for example yesterday last month etc e Presets time indicates time periods such as 8 1 7 8 12 12 1 7 1 7 20 e From to used to define a single period Whole hours should be indicated as 7 8 or 10 11 e Base filters o Based on The Based on filter is divided up into based on Days Weeks Months Date Time Agents Agent Groups and finally Queue Groups o Interval min Here we specify the range for the breakdown of graphs combined with Based on time Agent Used to limit searches to a specific agent Agent Group A better means for getting statistics for multiple agents used to specify a metric for a group of agents Enghouse Interactive 28 Vision 80 20 Statistics 3 0 6 2 5 Contact Center Case Log Reports Contact Center allows you to configure reports so that agents can categorize each case at the end of the call This categorization is done via a dialog in the agent user interface Example A Contact Center manages many types of cases including property issues These property issues Can in turn be divided up into categories like Building permissions and Property rights When the agent finishes a particular case it can be categorized as Property issues Building permissions Case Log reports show an aggregate of the information generated by the agents once they categorize a call This is called the Case Log and it can be used to see e How many cases of each
59. he details for this call show that Larare was selected and answered the call with a reaction time of 7 seconds 2013 11 20 16 04 17 Incoming 8906 2100 Queue Annons 00 00 07 Answered Larare Example 2 The image below shows a call that has entered a queue but has then entered the overflow and been moved to another queue where it was answered after 8 seconds The details for this call show that Agent 1 was selected and answered the call with a reaction time of 1 second Date Time Destination 2014 01 21 21 15 11 Incoming Queue Main_3183 00 00 00 Overflow no agents eee einem aeeeeemmme 2014 01 21 21 15 13 Queue NoAgents 9002 00 00 08 Answered 2014 01 27 21 15 19 ing Answered Enghouse Interactive 21 Vision 80 20 Statistics 3 0 Example 3 The image below shows a call that has entered a queue and Is then answered by agent Agent1 The details show that agent Agent1 accepted the call and connected it to extension 1090 where the call timed out after 15 seconds and was placed back in the queue as a callback The callback was also answered by agent Agenti after 3 seconds fosterrme tyne rom source to entiation sta Remat Arent 2014 01 21 21 23 01 Incoming 073887899 3183 Queue Main_3183 00 00 06 Answered Agenti j 2014 01 27 21 23 09 Incoming 073887899 Agent 00 00 06 Answered Agenti 2014 01 21 21 23 25 Transferred 073887899 00 00 15 Timeout 2014 01 21 21 73 41 Recall 073887899 l 31832 Queue 00 00 03 Answered Agenti
60. ision 80 20 Statistics has two categories of statistics reports e Traffic metrics reports These reports focus on statistics belonging to various extensions in the system s PBX There are three different traffic metrics reports O O O Traffic reports Shows calls to or from extensions Answering reports Shows the percentage of answered calls per extension Traffic graphs Shows a simple overview of incoming and outgoing calls e Contact Center reports These reports show statistics of how traffic flows in your Contact Center O Enghouse Interactive Contact Center reports Shows the number of cases that have come into the Contact Center s voice chat and mail queues how long they have queued and the number of cases that have been managed Agent reports Focuses on statistics for agents status in the system as well as the length of time agents have spent on a call or on pause Agent presence reports For Contact Center when following up on agents presence status which is based on Vision 80 20 s call diversion reasons For example it is possible to see how much an agent has been on pause in order to attend a course or go to lunch Case log reports Some Vision 80 20 Contact Center customers use the case log feature which offers a way to create custom categories for calls The case log reports make it possible to follow up on how these case types are registered in the system IVR reports This
61. ks All days Time for message to be sent End date empty recurring Email Subject E mail to dh Body Save Information You are able to find the saved schedule connected report if you go to the tab Statistics and Statistics Scheduled dispatch 10 Vision 80 20 Statistics 3 0 Connect to Existing Schedule tab gt Scheduled dispatch m New schedule Connect to existing schedule Send directly Language ad ka I EE aia File type XLS PDF Report interval Previous month 3 Schedule Select schedule x Select schedule Information ss Se You are able to find t Marie test ort if you go to the tab Statistics and This tab is used when you have a report you wish to connect to a scheduled mailing that already exists Select the desired language and file type Then select the time interval from the Report interval drop down list Click the Connect button to connect it to the existing schedule Direct Send tab Scheduled dispatch N New schedule Connect to existing schedule Send directly Language i ge oe File type XLS PDF fh eee Send directly to mail address vip enghouse com EFA a 1 This tab is used to send information directly Select the desired language and file type Then fill in the email addresses of the desired recipients and click the Send button Enghouse Interactive 11 Vision 80 20 Statistics 3 0 6 1 2
62. ment ccsccecccsccnccecccsccncceccesccnccescescceccescescceccescenccnccescencceccescs 64 2 History 2013 12 16 RadZi Added English 2014 01 20 AnLu Corrections 2014 01 21 RadZi Corrections of pictures 2014 02 03 AnLu Updated the section 6 1 1 3 2014 02 26 AnLu Updated section 6 2 2 5 and 6 2 6 Enghouse Interactive 3 Vision 80 20 Statistics 3 0 3 Introduction Vision 80 20 Statistics is a statistics portal for the Vision 80 20 application suite Statistics integrates with the company PBX and Vision 80 20 Contact Center in order to present statistical reports of the traffic in the organization s PBX and on the Contact Center Platform Statistics Vision 20 20 Contact Center The statistics system is connected with the Vision 80 20 attendant system and Vision 80 20 Contact Center so that users and queue definitions will automatically be available in web stats ENG wenn a mob new composes Queues Agent definitions Oreste new companies Organization 7 Tas Attendants definitions 380 in Sysadmin Cost Centers gt gt Vision 80 20 Statistics supports multiple companies in the same installation This document focuses on how to use the Vision 80 20 Statistics Web application for a single company For information on system configuration see the Statistics SuperAdmin manual ENG Cor any companyx Enghouse Interactive Vision 80 20 Statistics 3 0 3 1 Reports V
63. n These do not have a specific color 6 2 1 2 Definition of call state on queues and agents in Contact Center reports Incoming tasks waiting in the queues go through a number of different states from queued to answered and completed Post Talk time processing time Preparation time Queue time Reaction time There is however a difference between statistics on a single conversation versus statistics stored to measure agents work For each individual incoming case a separate status log is created for the call and for the involved agents The image below indicates statistics focusing on caller experience the queue statistics with blue arrows The statistics focusing on individual agents work is indicated with purple arrows Preparation gt i parat Talk time Post processing Queue time Reaction time aa ine Queue statistics Agent 1 statistics gt X Agent 2 statistics X Agent 3 statistics Pre i i paration Talk time Post hemes time time Reaction time A case which has been queued and then posted to several different agents but not answered by the first is stored as a separate statistic so that afterwards it is possible to examine the caller s experience and the agents involved in the case The image above shows a call waiting in the queue where three different agents have received notification of the call but only the last agent answered it A closer look shows that th
64. n Vision 80 20 s business directory Enter the name or extension e g Sara or 10452 o Telephone Used to limit the search to a specific telephone number Enter the number e g 10452 The telephone number is used to filter both sending and receiving numbers in the CDR data e Per call filter Used to retrieve calls with registered times from the PBX With these filters you can retrieve calls whose talk time has been unusually long such as over 4 hours 14400 seconds o Queue time sec Used to retrieve calls with the highest lowest registered queue time according to the criteria below You can leave one or both fields empty Lowest number of seconds of queue time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest queue time will be 0 seconds Highest number of seconds of queue time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest queue time will be unlimited o Ring time sec Used to retrieve the calls with the highest lowest registered ring time according to the criteria below You can leave one or both fields empty Lowest number of seconds of ring time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest ring time will be 0 seconds Highest number of seconds of ring time
65. n the IVR tree e Includes the time when the queue position notification is given 6 2 1 4 Reaction time The time from the point the call is assigned to an agent to the point the call is answered e Answered by assigned agent Counted from the time the agent was selected by the system to handle the call to the point when the agent agrees to accept the call e Unanswered by assigned agent The maximum reaction time is registered on the agent On the call however this is not registered as reaction time but as queue time 6 2 1 5 Preparation time Time from the point the agent accepts the case to the point when the preparation time has expired e Used only in systems where preparation time is activated Otherwise this is set to O e Counted from the moment the agent accepts the call to the point the preparation time is interrupted and the call is connected 6 2 1 6 Talk time Counted from the point the agent speaks to the caller until the call is concluded 6 2 1 7 Post processing time The time from when the agent concludes a call to the time when the post processing time has expired e Used only in systems where post processing time is activated Otherwise this is set to 0 e Counted from the point the call has concluded to the point when the post processing time has expired Enghouse Interactive 15 Vision 80 20 Statistics 3 0 6 2 2 Contact Center Contact Center reports Contact Center reports show a detailed list of
66. n user into that metric group i User Elev 1 3 Statistics Statistics Users Permissions Configuration Logout Options Permissions Favourite statistics Permissions W Previous month Contact Center Contact Center report W Previous month agents Contact Center Agent report Permissions T mo se gt checkboxes P Main group Root qp El JAdmin F n Sie Ghee settings are only applicable for reports with Metric g Larare Perseri Elev 1 Traffic Access to all information Yes Inh Elev 10 Contact Center Agents Access to all information Yes Inh Elev 2 Agent 1 5 Elev 3 Agent 6 10 SS8 Elev 4 Wallboard Elev 5 Contact Center Queues Access to all information Annons Wallboard E 3 Ss Elev 6 Elev 7 Elev 8 Elev 9 Wallboard 1 Tip Even users who are not locked into specific metric groups can use these as filter criteria in Reports Enghouse Interactive 59 Vision 80 20 Statistics 3 0 9 5 Create and edit a new agent group To create a new agent group in the permissions tree click T to the right of Main group Root at the top of the tree structure Groups Users A new dialog is launched where the name of the new group can be entered Fill in the desired name and click Save To move a user to a group 1 Check the box beside the name of the agent you wish to move 2 Check the box beside the group to which you wish to move the agen
67. name to reduce the number of hits You can also mouse over the persons to see a tooltip containing name primary extension and entire organization affiliation 10 1 1 3 Cost center S k Kostnadsstalle F To find people connected to a specific cost center select Cost center and then type in the first letters of the name of the cost center Then add those you wish to include 10 1 1 4 Organization S k Organisation eor OOOO Orgi oF Org2 To find the people connected to a specific organization select Organization and then type in the first letters of the name of the organization Then add those you wish to include 10 1 2 Metric group Contact Center Agents A metric group for Contact Center Agents can be filled with the help of one search criterion e Agent Adds agents to the metric group To find agents enter the first letters of the name of the agent in the search field Then add those you wish to include Elew 10 Elev 6 3101 Elew 7 Elew 8 Elev 9 9011 oP PP Enghouse Interactive 59 Vision 80 20 Statistics 3 0 10 1 3 Metric group Contact Center Queues A metric group for Contact Center Queues can be filled with the help of one search criterion e Queues Adds queues to the metric group To find queues enter the first letters of the name of the queue in the search field Then add those you wish to include Search oF Helpdesk V I P or Enghouse Interactive 60 Vision 80 2
68. names tied to the call If the caller has spoken to several agents during the same call the last agent spoken to is the one in the list To see further details about what took place with the call simply click in the call list 6 2 6 3 Data in reports This report contains a number of data columns Following are the descriptions of each column e Node name The name of the Node in the IVR tree where the DTMF selections were made The name of each node is defined in the IVR tree e Node number The internal ID of the Node Typically this is the incoming number Later in the IVR tree the incoming number can be reused to relate to an underlying tree structure e Total The total number of selections made The value is clickable in order to obtain a call list for the calls that produced the selections Enghouse Interactive 33 Vision 80 20 Statistics 3 0 e Average The average value of selections 0 to 9 made Used primarily for following up on customer surveys e DTMF 0 to 9 Percentage of calls that made respective selections Mouse over to get the number The value is clickable in order to obtain a call list for the calls that produced the selections e Auto D T Shows the automatic selections the system has made for the user o D stands for Direct selection This typically refers to calls that have come directly to the node o T stands for Timeout selection 6 2 6 4 Filtering of IVR Reports When a
69. nction in Contact Center o Empty No function in the Contact Center e g when a call is connected to a telephone number o Agent When a call chat or email is connected to an agent e g when a call in a queue is assigned to an agent o Queue When a call chat or email is placed in a queue o Voicemail When an agent has connected a call directly to voicemail e SLA Amount of waiting time that is the basis for SLA calculations o Calls to Queue Answered calls Queued calls that have been answered by an agent are calculated as Queue time Reaction time Preparation time for the agent who answered the call O O O O O O O O O O O O Enghouse Interactive 22 Vision 80 20 Statistics 3 0 Unanswered calls The amount of Queue time until the caller has left the queue o Calls to agent Answered calls Reaction time Preparation time for the agent who answered the call Hangups Wait time to the agent until the caller has chosen to hang up Unanswered calls For agents who have not answered a call the SLA will be set at the wait time on an agent until the system disconnects the call and tries to find a new agent o Calls transferred from Contact Center Response time of the called party e Result Shows what happened with a call o Answered Call Chat Email case was answered by the called party o Abandoned The calling party hung up before the call was answered o Rejected The system ended
70. new quick filters based on the following e Presets date for example yesterday last month etc e Presets time indicates time periods such as 8 1 7 8 12 12 1 7 1 7 20 e From to is used to define a single period Whole hours should be indicated as 7 8 or 10 11 Base filters Enghouse Interactive 38 Vision 80 20 Statistics 3 0 o Based on The Based on filter is divided up into based on Days Weeks Months Date Time Cost Center Organization Department Person and Metric Group o Interval min Here we specify the range for the breakdown of graphs combined with Based on time Metric group Used to limit the search to a specific traffic metric group Call Allows you to select whether you want to measure on incoming or outgoing call traffic o PBX Allows you to select whether you want to measure an individual PBX defined in your system or to measure on all PBX s o Cost center Used to limit the search to a specific cost center The cost center is defined in Vision 80 20 s business directory Enter the name of the cost center e g A ike o Organization Used to limit the search to a specific organization in Vision 80 20 s business directory e g Enghouse Sweden o Department Used to limit the search to a specific department in Vision 80 20 s business directory Enter the name of the department e g Support o Person extension Used to limit the search to a specific person or extension i
71. ng calls is needed Traffic charts pull information from the system directly into a chart which means no list view is available 6 3 4 1 Data in reports This displays two charts one for outgoing calls and one for incoming calls All categories are selectable via the check boxes beneath the charts As with most other charts in the system simply mouse over the area you are interested in to get more information about it The categories are e Outgoing or incoming calls Outgoing and incoming calls each have their own chart e Total The total number of calls e Mobile The number of mobile calls e Internal The number of internal calls e Local The number of local calls e Private The number of private calls e Regional Long distance The number of regional long distance calls Requested in some countries e Unknown The number of unknown calls 6 3 4 2 Selected grouping Below is an example of the grouped statistics derived from filter selections outgoing calls based on Time of day in this case chart by amCharts com chart by amCharts com Utg ende samtal Inkommande samtal 8 a Totalt 10 00 00 0 Mobil 10 00 00 0 Internt 10 00 00 0 Lokalt 10 00 00 0 Privat 10 00 00 0 Region 10 00 00 0 Ok nt 10 00 00 0 08 0 08 3 09 0 09 3 10 0 10 3 11 0 11 3 12 0 12 3 13 0 13 3 14 0 14 3 15 0 15 3 16 0 16 3 17 0 17 3 18 0 11 0 11 3 12 0 12 3 13 0 13 3 14 0 14 3 1
72. ng is to bring out the data the report is meant to highlight such as cases to a specific queue during the previous week There are many ways to bring out the data you are looking for Filtering via the Filter dialog is explained below shala Select filters m Predefined filter Previous month agents P Presets date Frewious quarter Presets time 03 00 17 00 From 20131001 M 08 00 E To 20131231 M 1700 6 V Use time as interval Base filters Based on Days Interval min Agent Select agent Agent group Selectagentgroup Option Description Predefined filter Allows you to save your filter selections as filter reports These will be visible from the Statistics main reports page Presets date Allows you to select a predefined date Example yesterday last month etc Presets time Allows you to specify time periods Example 8 17 8 12 12 17 17 20 From to Used to define an individual period Whole hours should be entered as 7 8 10 11 etc Base filters Lists the basic filters Based on Allows you to base your filtering on Days Weeks Months Date Time and Agent Groups Interval min Enter the interval for the breakdown of the graphs in combination with the selected time interval Allows you to limit the search to a particular agent Agent Group Allows you to limit the search to a particular agent group Enghouse Interactive 26 Vision 80 20 Statistics 3 0 6 2 4 Contact Cente
73. ng the selected time period Enghouse Interactive 27 Vision 80 20 Statistics 3 0 o Vacation The amount of time the agent status Vacation has been in use during the selected time period o Do not disturb The amount of time the agent status Do not disturb has been in use during the selected time period Note These codes can vary from system to system Note If the report is grouped per Weekday with a time period including several weeks the total times e g Mondays may exceed one business day This is because all Mondays are added together in the time interval 6 2 4 3 Filtering of agent in presence reports When a report is to be generated filter selections should be made in order for the report to contain the intended data The purpose of filtering is to bring out the data the report is meant to highlight such as cases to a specific queue during the previous week There are many ways to bring out the data you are looking for Filtering via the Filter dialog is explained below ahala Select filters a Predefined filter Select predefined filter oF Presets date Select preset Presets time Select preset From 2014 01 02 S ay V Use time as interval To 2040102 ay Base filters Basedon Days z Interval min 60 Agent Select agent Agent group Selectagentgroup Show e Predefined filters You can save your filter selections as filter reports These will be visible on t
74. nti 2013 11 19 13 34 26 004734231211 Internal _ 2184 Agenti Enghouse Interactive 31 Vision 80 20 Statistics 3 0 6 2 6 Contact Center IVR Report In the Contact Center platform callers can end up in the IVR tree before they are entered into a queue for agents In the IVR tree callers can make selections by pressing numbers on their telephones The callers choices are registered in the system and are visible in the IVR report The IVR report can be used for two different purposes e Following up on selections made in the IVR tree e Following up on Customer surveys Po EEE How many callers pressed 1 in IVR Choice 1 1 Access number ba f Queue 1 7 SZ Entrance Access gt How many callers PBX number 4 did not actively 2 IP choose in IVR Choice 2 Queue 2 Entrance gt Berry Access number 3 e e e e e m meee a S a a a a How many calls passed through Access number 3 T ee ee ee EE EE EE ee MM Example The caller is presented with the following choices in the IVR system e Press 1 to hear our opening hours e Press 2 or wait on the line to speak to one of our agents Example After the call with the agent has ended the caller is presented with a customer survey e Ona scale of 1 to 5 where 1 is worst and 5 is best how would you rate the service
75. ogged in e Permissions This permission controls the Permissions tab which can be activated so the user Can manage permissions Enghouse Interactive 52 Vision 80 20 Statistics 3 0 e Configuration This permission controls the Configuration tab and can be activated so the user Can create metric groups e Statistics This permission controls the Statistics tab and its reports which can be activated so the user can retrieve reports and create scheduled mailings e Monitor This permission allows users to log in as real time monitors When the Wallboard logs into the system this permission must be activated in order for it to be able to export data from the system and display it onscreen The various permissions can have three different activation states e Yes The permission is activated for the user group e No The permission is inactivated for the user group e Inherited The permission is inherited from the parent group 9 4 1 System permissions The specific permissions that can be given depend on how your particular system is configured Some examples include e Agents In order for the Users tab to be available for the logged in user e Configuration In order for the Configuration tab to be available for the logged in user This tab has a number of features that are controlled with permissions To activate any of these for the user you must set permissions for both the tab itself
76. r Agent presence report Agent presence report shows the time agents spend in the various status states which can be registered in Vision 80 20 PAM This report should be used to see what agents are doing when they are not active i e when they are logged off or on break Note This report is an add on and is not activated by default when Vision 80 20 Contact Center is installed Notify the installer to turn on this report 6 2 4 1 Agent presence report Below is an example of the grouped statistics based on filter selections agents in this case The example shows a number of different agent presence states More codes can occur as these are based on Vision 80 20 referral codes Agent narvarorapport Namn Agentstatus oe a Ingen Lunch Tillf lligt ute G tt f r dagen M te terkommer Tjansteresa Kundbes k Harbes k Sjuk V rd av barn Agenti Inloggad 09 56 44 Paus 00 12 59 50 83 0 00 0 00 0 00 0 39 0 00 0 00 0 00 0 00 0 00 48 78 Utloggad 03 17 14 100 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 Agent2 Inloggad 00 03 57 Paus 00 01 02 66 13 0 00 0 00 0 00 33 87 0 00 0 00 0 00 0 00 0 00 0 00 Utloggad 00 00 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 Totalt Inloggad 10 00 41 Paus 00 14 01 51 96 0 00 0 00 0 00 2 85 0 00 0 00 0 00 0 00 0 00 45 18 Utloggad 03 17 14 100 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00 0 00
77. report is to be generated filter selections should be made in order for the report to contain the intended data The purpose of filtering is to bring out the data the report is meant to highlight such as cases to a specific queue during the previous week There are many ways to bring out the data you are looking for Filtering via the Filter dialog is explained below shala Select filters Predefined filter Select predefined filter oF Presets date Previous month Presets time Select preset y From 2013 12 01 E ay T 3013 12 31 E AA V Use time as interval peH Base filters Based on Days Interval min 60 Node filter Show e Predefined filters These are predefined by you the user You can easily create new quick filters based on the following e Presets date for example yesterday last month etc e Presets time indicates time periods such as 8 1 7 8 12 12 1 7 1 7 20 e From to is used to define a single period Whole hours should be indicated as 7 8 or 10 11 e Base filters o Based on The Based on filter is divided up into based on Days Weeks Months Date Time Agents Agent Groups and finally Queue Groups o Interval min Here we specify the range for the breakdown of graphs combined with Based on time o Node files Used to limit the search to nodes whose name begins with the specified text Node name handles occurrences of the word in the node name e g if there are several
78. rouping Note The number of Case Category Levels displayed in the report varies depending on the Case categories defined in the Contact Center platform If there is only one level only one level is displayed If there are two levels defined two levels are displayed and so on 6 2 5 3 Filtering of Case Log reports When a report is to be generated filter selections should be made in order for the report to contain the intended data The purpose of filtering is to bring out the data the report is meant to highlight such as cases to a specific queue during the previous week There are many ways to bring out the data you are looking for Filtering via the Filter dialog is explained below hala Select filters B Predefined filter Previous month Presets date Prewous quarter Presets time 08 00 17 00 From 20131001 MS 08 00 LAP iea tin To 2013 12 31 47 00 E Use time as interwal Base filters Based on Days Interval min 60 Agent Select agent Agent group Selectagentgroup Queve Select queve Queue group Select queue group rt specific filters not included in Predefined filters Rep Category ka Show e Predefined filters These are predefined by you the user You can easily create new quick filters based on the following e Presets date for example yesterday last month etc e Presets time indicates time periods such as 8 17 8 12 12 17 17 20 e From
79. rtments do with answering the telephone and how well people manage their telephone time The most vital function of the report is to show how many incoming calls are answered as well as how long the average call lasts the answering time for each call and the length of any potential queue time Dagar irl gt rq Inkommande Besvarade snitt i sek Ej besv snitt i sek Namn Samtal Besvarade o Ej besvarade Kotid Svarstid Taltid K tid Torsdag 100 64 64 0 36 36 0 0 PAF d 66 2 0 Totalt 100 64 64 0 36 36 0 0 2 7 66 2 0 6 3 3 1 Data in reports This report contains a number of data columns Following are the descriptions of each column e Name The name of the person metric group or time related to the grouping e Incoming Calls Number of calls Answered Number of answered calls Answered Percentage of answered calls Unanswered Number of unanswered calls o Unanswered Percentage of unanswered calls e Answered average in sec Depending on which PBX is connected summed times of calls may also be presented o Queue time The sum of queue time on the extension before the call was answered o Answer time The sum of answer time ring time on the extension before the call was answered o Talk time The sum of talk time e Unanswered average in sec Depending on which PBX is connected summed times of calls may also be presented o Queue time The sum of queue time on the extension for unanswered calls O O 0 See
80. s This report contains a number of data columns Following are the descriptions of each column e Name The name of the agent agent group or time related to the grouping e Logged in The total time the agent has been logged in during a specific period e Active Active is divided up into o Available The total time the agent has been available o React The agent s total reaction time during the period i e how quickly the agent responded to assigned cases Prep The time the agent spent in preparation Call The total time the agent spent on a call Wrap up The total time the agent spent in post processing o The total time the agent has been active e Passive Passive is divided up into O O Enghouse Interactive 25 Vision 80 20 Statistics 3 0 o Break The total time the agent has been on a break o The total time the agent has been passive Note that if a report is grouped per weekday with a time period including several weeks the aggregated times such as Mondays for example can exceed one business day This is because all Mondays are added together for the interval Note also that if bar charts are chosen there will be a number of tabs that show various detailed information at the top edge of the window 6 2 3 4 Filtering of Agent reports When a report is to be generated filter selections should be made in order for the report to contain the intended data The purpose of filteri
81. t 3 Click on the Move user button which appears beneath the heading Groups Users To create agent groups click WF for the specific group and repeat the process Note that a group with members cannot be removed before the members have been moved Enghouse Interactive 56 Vision 80 20 Statistics 3 0 10 Configuration tab This tab contains settings for metric groups Under the heading Metric groups Click to select is a list of metrics groups in the system These are presented with name and type where type is Traffic measurement Contact Center Agents or Contact Center queues The drop down list allows you to select to show metric groups for Traffic measurement Contact Center Agents or Contact Center queues or both by selecting Al i User Elev 1 Statistics Users Permissions Configuration Logout Options Configuration Favourite statistics Configuration Metric grou W Previous month Contact Center Contact Center report al W Previous month agents Contact Center Agent report Configuration Metric groups Agent 1 5 Contact Center Agents Agent 6 10 Contact Center Agents Annons Contact Center Queues Wallboard Contact Center Agents Wallboard Contact Center Queues Name Elev 10 dp Agent Elev 1 8902 Elev 6 3101 dh Agent Elev 2 8902 Elev 7 dh Agent Elev 3 8900 Elev 8 dh Agent Elev 4 8903 Flev9 9011 dh Agent Elev 5 8921
82. t data in several different ways The various reports also have different support for different means of grouping though the majority support types such as Days and Time Example Imagine that we select all incoming calls Enghouse Interactive one Weeks Months Dates Time Agent Agent group Queue group Vision 80 20 Statistics 3 0 made during the previous week Using Based on we can then see which weekday calls were made by selecting Days We can also use the same data to examine what time of day the calls came in by selecting to base the filter on Time e Miscellaneous Basic filters Each report allows you to filter out data you are not interested in but the filtering possibilities are of course as varied as the reports themselves You can drill down into data on cases for a specific queue or agent or filter data to see the number of calls made from the Sales department e Call filters Many reports have even more filters to filter out individual calls For example you can filter out calls that lasted longer than 4 hours 6 1 1 2 Export tool The arrow icon allows you to select a format for exporting the report The available formats are e XLS Excel e PDF Adobe Acrobat Some reports will have several selections available If you click on these while in the Contact Center report you will be able to select which records in the table will be included or excluded by checking or unchecking desired
83. tailed lists Most numbers in the report are clickable in order to easily obtain a list of relevant numbers call times for each call and the name of the person and organization to which the call went Lowest number of calls In the field to the left enter the lowest number of calls you wish to filter for e g 1000 calls If you leave this field empty the default lowest number of calls will be 1 Highest number of calls In the field to the right enter the highest number of calls you wish to filter for e g 5 calls If you leave this field empty the default highest number of calls will be unlimited Onsdag Samtal Utg ende x Ria Onto a i L 2013 09 04 09 32 09 7043 010492 00 00 06 Sj strand Bj rn Vision Stockholm 2013 09 04 10 58 22 7043 5071 00 00 36 Sj strand Bj rn Vision Stockholm 2013 09 04 10 59 30 7043 5071 00 00 49 Sj st d Bj Vision Stockholm 2013 09 04 11 03 34 7043 0709275 00 00 48 Sj strand Bj Vision Stockholm 2013 09 04 11 07 03 7043 pP t 00 0 Sj strand Bj V Stockholm 2013 09 04 11 14 12 7043 7025 00 02 39 Sj strand Bjo Vision Stockholm 2013 09 11 11 37 38 7043 9060 00 15 4 Sj strand Bj rn Vision Stockholm Avbryt The detailed lists can be exported as comma separated files CSV or Excel files XLS Enghouse Interactive 40 Vision 80 20 Statistics 3 0 6 3 3 Traffic metrics Answer reports Answer reports show how effectively system traffic is managed how well the various depa
84. tal number of cases unanswered cases with wait time longer than Min time e Call times Call times are divided up into the following subgroups o Queue time The total time a case has waited in a queue before an agent has been assigned the case o Reaction time The time from when the agent has been selected to manage the case to when the case Is accepted by the agent For calls this is the time the call has been ringing for the agent before the call is answered Prep time Specifies the values for preparation time for the agents Talk time The call time for the agent WU time Post processing time is the total time it takes to process the case after a call Total time The total time from when a call enters the queue until a call is managed including preparation time and post processing time Note Times are rounded up one second which can lead to minor differences 6 2 2 5 SLA The report supports calculation of the service level The service level is calculated in the following way O O O Service level number of cases answered within the max time total number of cases unanswered cases with a shorter waiting time than min time The minimum and maximum times can be configured for each saved report quick filter Calls that is not answered within the minimum time is called Lost1 It is calls that have entered the queue but the agents did not get a chance to answer because the caller hung
85. the call without it having been answered This may happen in an event such as when no agents were logged into a queue where the overflow had not been defined o Timeout When the agent has not answered within the reaction time or the transferred call has exceeded the maximum waiting time before being answered o Overflow no agents Call enters the queue s overflow due to the fact that no agents are logged into the queue o Overflow timeout Call enters the queue s overflow because it was not answered within the maximum waiting time Overflow full Call enters the queue s overflow because the queue is full Overflow Overflow that is not due to a full queue a timeout or no agents o Ended due to DTMF The calling party stops queuing due to a DI MF selection in the queue o Busy Called party gives a busy signal o Queue call Name of the agent who answers the call o Call to agent Name of the agent who is notified about a case Example of an answered call 2013 11 20 16 04 17 Incoming 8906 2100 Queue Annons 00 00 07 Answered Larare 2013 11 20 16 04 20 Incoming 8906 8905 Agent 00 00 07 Answered Larare Enghouse Interactive 23 Vision 80 20 Statistics 3 0 6 2 2 8 Chat sessions Contact Center reports can be used to examine past chat sessions This is done via the media type chat e ad Sessions 2 Inc mess 3 Per sess 1 5 Outg mess 1 Per sess 0 5 In the selected field you can see the number of chat sessions
86. the product description for more details on which PBX s are supported by Vision 80 20 Statistics 6 3 3 2 Selected grouping Below is an example of the grouped statistics that have been derived through the filter selections in this case outgoing calls based on Person Personer lal gt Inkommande Besvarade snitt i sek Ej besv snitt i sek Nama Samtal Besvarade qa Ej besvarade Go K tid Svarstid Taltid Kotid Urban Karl Org i Seles 2 a ow 3 100 0 ra o o Totalt 2 D DS 2 100 0 i 0 Oo a Available groupings are e Days Weekdays such as Monday Tuesday Wednesday e Weeks Provides statistics grouped per week number e Months Provides statistics grouped per month e g January or October Enghouse Interactive 41 Vision 80 20 Statistics 3 0 e Date Groups data per individual date e Time Time of day e g 10 00 11 00 e Cost Center Groups data according to the groups of agents who managed the case e Organization Groups data according to the organization calls were made to from In Vision 80 20 Organization is the highest level in the organization tree e Department Groups data according to the department calls were made to from Department is the lowest level in Vision 80 20 s organization tree e Person Groups data according to the person the call was made to from e Metric group Groups data according to the metric group calls were made to from Note Only the main organization is used to id
87. trieve calls with registered times from the PBX With these filters you can retrieve calls whose talk time has been unusually long such as over 4 hours 14400 seconds o Queue time sec Used to retrieve calls with the highest lowest registered queue time according to the criteria below You can leave one or both fields empty Lowest number of seconds of queue time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest queue time will be 0 seconds Highest number of seconds of queue time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest queue time will be unlimited o Ring time sec Used to retrieve the calls with the highest lowest registered ring time according to the criteria below You can leave one or both fields empty Lowest number of seconds of ring time In the field to the left enter the number of seconds e g 5 seconds If you leave this field empty the default lowest ring time will be 0 seconds Highest number of seconds of ring time In the field to the right enter the number of seconds e g 10 seconds If you leave this field empty the default highest ring time will be unlimited o Talk time sec Used to retrieve the calls with the highest lowest registered talk time according to the criteria below You can leave one or both fields empty
88. ueue time Some PBX s support leaving queue time toward an extension for incoming calls e Dialing time Some PBX s support leaving ring time toward an extension for incoming calls For details on which PBX s Vision 80 20 Statistics supports see the product description 6 3 2 1 Selected grouping Below is an example of the grouped statistics according to selections made in this case cased on Department Avdelningar ij p Utg ende samtal till Tid Namn Samtal Lokalt Mobil Region Internationellt Privat Internt Ok nt K tid Ringtid Taltid Installation Visionutveckling AB 162 o 8 149 5 o o o 00 00 00 00 00 00 14 40 33 Support Visionutveckling AB 56 0 46 6 0 0 0 00 00 00 00 00 00 02 56 04 Totalt 218 o 12 195 ii 0 o 0 00 00 00 00 00 00 17 36 37 Available groupings are e Days Weekdays such as Monday Tuesday Wednesday e Weeks Provides statistics grouped per week number e Months Provides statistics grouped per month e g January or October e Date Groups data per individual date e Time Time of day e g 10 00 11 00 e Cost Center Groups data according to the groups of agents who managed the case e Organization Groups data according to the organization calls were made to from In Vision 80 20 Organization is the highest level in the organization tree e Department Groups data according to the department calls were made to from Department is the lowest level in Vision 80 20 s organization tree
89. up so soon For example a contact center that e counts all unanswered calls no matter of the waiting time should set the minimum time to 0 or leave it empty e wants to exclude calls that have been hanged up before 10 seconds should set the minimum time to 10 seconds e wants to exclude all hanged up calls before the maximum time should set the minimum time and the maximum time to the same value SLA Calls answered before MAX 2 10 Number of calls except Lost1 5 r J Lost1 J Handled cases within SLA Handled cases after SLA Enghouse Interactive 18 Vision 80 20 Statistics 3 0 6 2 2 6 Filtering of Contac Center reports When a report is to be generated filter selections should be made in order for the report to contain the intended data The purpose of the filtering is to point out the data the report is meant to highlight such as cases for a specific queue during the previous week for example There are many ways to filter the data so as to get the information you re looking for These are described below okala Select filters Predefined filter Previous month i Presets date Previous month _ Presets time 08 00 17 00 From 2013 12 01 05 00 4 J Use time as interval To 2013 1231 P 17 00 Base filters Per call Based on Agent Reaction time sec Interval min Talk time sec Agent Select agent Queue time sec z Agent group Select agent group
90. us of the report If you click Wor you select or deselect the entire column When the desired selections are made click Save Enghouse Interactive 04 Vision 80 20 Statistics 3 0 9 4 3 Metric groups Metric groups Contact Center Contact Center repor All data Agent report Metric groups only Metric groups is the third tab and contains a list with the metrics groups available in the system By activating a metric group you can limit a user s access to only specific data For example you could limit a user to retrieving Contact Center reports for only a particular queue or a Traffic metrics report for only a specific part of the organization tree For this ability to limit access to be active the user must have the Metric group only permission set in the Reports tab Note A user that does not have a Metric group activated has access to all information even if the Metric group only permission is activated A user with several Metric groups activated has access only to the agents queues contained in those metric groups Wallboard As opposed to a standard logged in user in Statistics Vision 80 20 Statistics Wallboard must have metric groups activated in order to retrieve statistics in real time This means that the login used for the wallboard must have at least one metric group activated in order to show any information Check the box for the desired metric group in order to lock the logged i

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