Samsung Business Reporting V6 User Guide
Contents
1. Each Call Management user has the ability to save their personal report templates if they have access to the Reports Catalogue All reports that the user has on an automatic schedule will also appear here Dashboard The Dashboard is made up of Widgets Widgets are configurable report components that enable users to view information in a concise fashion using a number of graphical components such as speedometers thermometers wallboards charts and reports amongst others Widgets can display real time information or historical data The dashboard features a number of pre set Widgets that offer c ustomers fast access to regularly used statistics and monitors Widgets are user configurable and are created from the reporting suite There are three main types of widgets e Standard widgets These are available by default on the dashboard e Enhanced widgets These are available default when you have purchased the advanced pack e Custom widgets Created and defined by the end user for ad hoc reporting Figure 1 Custom Dashboard litrar Caf DMahtrtu Vweweweoreeoddgs eap w a Total Calis Total Answered Top Agent By Duration Total Missed Total Out 2 48 es Total Duration 00 57 47 Standard Widgets e PCA Monitor Displays the percentage of calls answered Average Ring time Monitor Displays average ring time e Caller Tolerance Displays caller tolerance in a tabular format e Group Wallboard Displays infor2. Head Office Hi London Li Southampton Si Undefined 000 Close Export Delete Add 14 Customer Directory Managers can add edit delete export and import the Customer Directory using the tabs provided Close tab closes down the configuration window User can add company name number contact name contact number and job title for each customer Figure 14 Customer Directory Configuration D oraa Configuration Company Name Main number Contact Name Contact Number Tollring Tony 01895 464 019 Close Export Delete Logins This function allows you to setup user accounts for the system User accounts are not required for the Phone Manager or Busy Lamp Viewer applications User accounts are used throughout the system to e Provide access to the Call Management interface e Define the level of access a user has to reports 15 Figure 15 Log in Credentials Configuration 3 Configuration Standard Standard Close There are two user types e Administrator this setting allows unfettered access to the system software allowing user to make all changes to the system e Standard User this setting allows full access to system except to change any configuration settings or permissions Assign extensions to login roles Once you have setup agent accounts within the software you can using this function specify which User can listen to calls from which extensions you assign to them All you
3. 77 Thermometer K K 7 Speedometer 4 x Chart x 4 5 w Ring Time ost CD Group KIRIK 4 Create New Widget Cancel Call Recordings This menu item is used to Find Play call recordings amp display historical calls or to filter call records for a specific date time call direction etc Figure 3 The Call Recordings Call Recordings Search amp Refresh gt Play JEmail gEvaluate Details J Save Profile Close Date Time Filter By Call Direction Period Today M DDI Call Tag Both Extension Min Call Duration 00 00 00 Outgoing Incoming Number Flag Call Evaluation Start Time 00 00 00 Only show calls with playback permissions Both End Time 23 59 59 Only Evaluated D Only Non Evaluated Direction Date Time Extension s Number CLI Duration Call TAG m B ou Outgoing 27 01 2012 15 23 243 02075033010 00 00 30 wp Outgoing 27 01 2012 15 19 240 01935701990 00 02 47 Outgoing 27 01 2012 15 14 240 02075033010 00 02 46 wb Outgoing 27 01 2012 15 03 243 01733405840 00 00 28 Outgoing 27 01 2012 14 57 243 01628763040 00 00 33 Outgoing 27 01 2012 14 44 236 07950661569 00 00 29 wp Outgoing 27 01 2012 14 39 244 01733405840 00 00 56 Outgoing 27 01 2012 14 37 244 01622690691 00 01 37 incoming 27 01 2012 14 36 244 01733405840 00 00 51 wp Outgoing 27 01 2012 14 28 208 02075033000 00 01 15 incoming 27 01 2012 14 21 240 07970488430 00 04 10 Incoming 27 01 20
4. Refresh Report button on the top toolbar Choose Create Widget Add your own name for the widget Modify the parameters depending on the details you want to show Click save widget A message will inform you if the widget has been successfully added to the dashboard Figure 27 Report Widget Configuration RefreshReport Create Widget Sr Add toMy Reports Print eMail Ji El Save 23 Using Call Recordings This menu item is used to display historical calls or to filter call records for a specific date time call direction etc Figure 28 Find Play Call Recordings Call Recordings HA Search amp Refresh gt Play LJEmail agEvaluate Details JJ Save Profile Close Date Time Filter By Call Direction Period Today v DDI Cal Tag Both Extension Min Call Duration 00 00 00 Outgoing Incoming Start Time 00 00 00 ET Only show calls with playback permissions Both End Time 23 59 59 a Only Evaluated Only Non Evaluated Direction Date Time Extension s Number CLI Channel Duration Call TAG RP a The Call Recordings screen displays the following stats in a tabular form e Direction Displays direction of the call outgoing incoming etc e Date Displays the date of the call e Time Displays the time of the call e Extension The extension that made or received the call e Number Displaysthe number that was dialled or received a call made from a withheld number will not display any
5. need to do is select the Login name and click on show then using the arrow buttons assign which extensions you wish the user to be ableto play calls from and when done click on apply changes Figure 16 Assign Extensions to Log ins Configuration Assigned Add restricted DDI s This function allows you to block access specific DDI s from the telephone system if specified nobody willbe able to listen to calls made receivedon that DDI unless specific rights are granted Figure 17 Restricting DDI s Configuration Si EE Configuration Support Assign DDIs to login roles This Function allows you to give users access to Restricted DDI s i e you have restricted access to the MD s DDI with this function you can give rights to listen to those calls only to your MD Figure 18 Assign DDI s to log ins Configuration Assign DDI s to login roles Assigned 17 System Settings This function allows the user to add their email account details to send out call recordings and reports Figure 19 System Settings Configuration EB System Settings Email Setup Other Settings SMTP Server f 392 168 0 0 Default Target Response Time fi 5 User Password Default Email Id for sending the emails maintenance tollring co uk Archive Call Recordings This function gives user the ability to archive call recording data for a specific date range to free up space on the hard drive of the call recording ma
6. 12 14 00 236 07584137922 00 07 05 B B B B B B B B B B B 4 a i i i i i i i i i i i i i incoming 27 01 2012 13 59 237 01925250010 00 03 26 Incoming 27 01 2012 13 42 208 07870201074 00 06 16 Incoming 27 01 2012 13 29 240 01202937443 00 01 00 The Call Recordings screen displays the following stats in a tabular form e Direction Displays direction of the call outgoing incoming etc e Date Displays the date of the call e Time Displays the time of the call e Extension The extension that made or received the call e Number Displaysthe number that was dialled or received a call made from a withheld number will not display any number e DDI Displays the DDI number that received the call e Channel Displays the trunk channel number that received the call e Duration Displays the duration of the call e Call Tag Free text field e Flags These are simple flags that can be defined by the user e Detail Displaysthe detail screen Report Catalogue The Report Catalogue is a repository of report templates that provide a starting point and recommended reports All the reports can be customised by the user if there is a requirement for more specific reports Time Interval Reports Daily Interval This report displays total calls for a period of 24 hours The summary bar on top displays total calls total answered total missed total outgoing and percentage Half Hourly Interval This report further breaks down the
7. Refreshes the report with up to the minute data e Create widget Allows you to create a dashboard widget for a specific report You can select from a range of filters options and also select the widget type This widget is then available in your dashboard widget list e Add to My Reports Adds the report to my reports e Print Prints out the report e eMail emails the selected report e Save Saves the selected report in the desired format Evaluating Agents Only available with the Call Recording upgrade and advanced pack Calls and Agents can be evaluated by Manager s using the integrated evaluation tool which can be found on the bottom control bar when the product is displaying the Call Finder screen Evaluation questions can be changed by clicking on the question text You have the choice of yes no or a rating from 1 to 10 We strongly recommend that questions are setup prior to any real evaluations taking place as changes to questions will reset the agent scoring statistics for that question only Call Details This displays the call result complaint sales etc customer feedback type of call call flag call tag the DDI number and extension number The call result and customer feedback types can be defined in the configuration 25
8. Samsung Business Reporting V6 User Guide a Gall Management EN My Reports a Dashboard EEE O Standard Widgets EEE Call Recordings J o ooo O Reports Catalogue J gt oS O po Time IntervalReports SSS pod Extension Reports po Contact Centre Reports o po Cali TrafficReports oS S po Customer Reports SSS B po Contact Centre Reports ooo o po Agent Workflow Analytics o SSS S EEE CHE os EN Other Reports Jooo O Configuration Jooo O po Extensions S O po visions S O po Departments S A Cost Centres o ooo o O oo y yY ODDS S a po Group s SSS o po Super Groups S B Trunks S S po Trunk Groups A po Site S po Customer directory A Le es a J Assign Extensions to Login Roles J Add Restricted DDI s i 18 1 i 5 i i 6 7 System settings J 18 poi Archive Call Recordings o o SSS S po Backup Call Recordings o o O po Restore Call Recordings oS S poi Delete Call Recordings o Z 10 S po Alarm Settings o o fee ee C O po Scheduled Reports S o Notification Set up page EEE ivi 2 BE Scheduled Archiving of Call Recordings Client Requirements O 23 Using Call Management gt SS O pod lin te Dashboard 0 Using Call Recording SM Jp Usingthe Reports Catalogue BE poi Evaluating Agents oS Oo Call Detail s Overview This product is a purpose built software suite for the Samsung range of PBX s it provides a complete communications management suite for all users of the system User
9. and successful installation we recommend that you complete all parts of the configuration using data collected from the pre installation questionnaire prior to customer training and handover Figure 4 Configuration The data that Call Management uses is a combination of SMDR and ACD outputs from the Call Management MFIM These outputs must be configured correctly for CALL MANAGEMENT to receive the information it requires Users can add edit delete or export the Call Management configured extensions using the tabs provided Close tab closes down the configuration window Administration Users can add username division department cost centres site email address start time average availability time and type for a particular extension Shivender Dhillon Shivani Jaz Russell Suzzane Dan Abdul Spare Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Add Administration users can add edit delete or export the Divisions using the tabs provided Close tab closes down the configuration window Figure 6 Division Configuration Administration Users can add edit delete or export the Departments using the tabs provided Close tab closes down the configuration window 10 Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefin
10. chine by archiving data off to another drive or network location Figure 20 Archiving Call Configuration Archive Call Recordings Please select your backup options Please select Start Date 26 01 2012 Please Select End date 26 01 2012 Files Location a Your comments for this operation Backup Call Recordings This function gives user the ability to backup call recording data for a specific date range by making a backup copy of data on another drive or network location this will not free up space on the recording machine hard drive Figure 21 Back Up Call Recording Configuration Please select your archive options Please select Start Date 26 01 2012 Please Select End date 26 01 2012 Files Location al Your comments for this operation Restore Call Recordings This function gives user the ability to restore call recording data for a specific date range and archive file back into the system Figure 22 Restore Call Recording Configuration Restore Call Recordings Please select your restore options Please select Start Date 26 01 2012 Please Select End date 26 01 2012 a Please select backup folder created in format VRBackDOM My YHH MM Files Location Your comments for this operation 19 Delete call Recordings This function allows the user to delete call recording from the system for a specific date range Important Once deleted unless you
11. defined Undefined DDI Groups User can add edit delete or export the DDI Groups using the tabs provided Close tab closes down the configuration window Figure 9 DDI Group Configuration 12 Super Group User can add edit delete or export the ACD Super Groups using the tabs provided Close tab closes down the configuration window Figure 10 Super Group Configuration Ta TEETER m ji K e nd Cc x O auon i mund sans an a Trunks User can add edit delete or export the Trunks using the tabs provided Close tab closes down the configuration window User can add trunk trunk name in description site name carrier and a trunk group Figure 11 Trunk Configuration Main Lines Main Lines Main Lines Main Lines Main Lines Main Lines Main Lines Main Lines Main Lines Main Lines Main Lines Main Lines lm bine BT BT BT BT BT BT BT BT BT BT BT BT BT 13 Trunk Groups User can add edit delete or export the Trunk Groups using the tabs provided Close tab closes down the configuration window Figure 12 Trunk Group Configuration p Configuration Private Lines Close Export Delete Add sites User can add edit delete or export the Sites using the tabs provided Close tab closes down the configuration window Figure 13 Sites Configuration amp Configuration Sites Site Codes Birmingham B1 Glasgow Gi
12. ed Undefined Undefined Undefined HelpDesk HelpDesk HelpDesk Undefined Undefined Undefined HelpDesk HelpDesk Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Figure 6 Department configuration Sim i _ a Configuration _ Close Export Delete Add Edit Administration Users can add edit delete or exportthe cost centres using the tabs provided Close tab closes down the configuration window Figure 7 Cost Centres Configuration Close Export Delete add Edit 11 DDI s Configuring DDI s User can add edit delete or export the DDI s using the tabs provided Close tab closes down the configuration window User can add DDI DDI Name and DDI Group for each DDI Figure 8 DDI Configuration SB Configuration 00044 Unknown 00044 Undefined La 00442 01144 44203 90044 000044 000442 001144 001442 004420 011442 044203 152282 239 464014 Unknown 00442 Unknown 01144 Unknown 44203 Unknown 90044 Unknown00004 4 Unknowno00442 Unknown001144 Unknown001442 Unknown004420 Unknown011442 Unknown044203 Unknown152282 Unknown239 Unknown464014 Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Undefined Un
13. have backed up or archived the data you will not be able to recover the data Figure 23 Delete Call Recordings Configuration Delete Call Recordings Select dates to delete recordings Please select Start Date 26 01 2012 Please Select End date 26 01 2012 You are about to delete your recording files Once deleted you will not be able to recover these recordings unless they have been archived M Agree Your comments for this operation Delete Close Alarm Settings User can set the system to send alarm emails to a specified email address if the system stops recording The user can set the operation hours in minutes after midnight Figure 24 Alarm Set up Configuration Alarms Setup Alarms Setup Please enter the working hours for your business below Alarm service will send email if no call data is received during these hours Start Time End Time 17 00 00 Alarm on weekends Weekend Start Time 09 00 00 Weekend End Time 17 00 00 Email for sending Alarms maintenance 4com co uk Indude Customer Information in Alarm Emails 20 Scheduled Tasks Scheduled Reports This function allows the user to schedule reports to be sent out daily weekly or monthly Figure 24 Alarm Set up Configuration SB Configuration l2 Chronological_Report 27 Jan 2012 16 16 28 Jan 2012 20 01 Close Export Delete Notification Set up Figure 25 Notification Config
14. how punctual an agent is Filters tab provides a range of filters like extension date time etc Status Detailed This report displays detailed information on an agent s status i e whether an agent is logged in or logged out with the reason code Filters tab provides a range of filters like extension date time etc Status Summary This report displaysa summary of an agent s status in hours Filters tab provides a range of filters like extension date time etc Incoming Call Analytics Caller Tolerance It gives waiting time in seconds for customer and calls lost It gives an insight on the peak times ringtime in secs for losing a call Users could add a comfort message for customers at these peak times and cut down on their lost calls DDI Detailed This report displays detailed call information on each DDI for a specific day Filter tab provides a range of filters like date time range extension range etc DDI Summary This report displaysa summary of total calls on each of the DDIfor a specific day range Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Performance Detailed This report displays the detailed DDI information and the longest ring time in the summary bar to show how long a call was waiting in the queue Filters tab provides a range of filters like extension date time etc Performance Summary This report displaysthe call info
15. mation of a group e Agent Details Displays detailed agent information Calls in queue Displays the number of calls waiting in the queue Web Browser Displays a web browser Top Agent Displays the top agent by call and duration Response Analysis Displays information on calls answered in target grade of service My Hourly Interval Displays hourly call information My Daily Interval Displays Daily call information Hourly Call Distribution Displays the hourly call distribution in a chart format GoS Monitor Displays Grade of service Extension Summary Displays extension call summary DDI Grid Displays a DDI call summary e Calls Type Distribution Displays Call information outgoing answered and unanswered in a chart format Custom Widgets Custom Widgets are created by the user from their personalised reports It allows the user to create a widget for a specific report Users can select from a range of filters options and also select the widget type This widget would then reflect on the dashboard and update in real time Figure 2 Custom Widget Creation Chronological Report Report Period 27 01 2012 Report i Create Widget Widget Name Chronological Report Refresh data on widget every 10 Secs Select Data Select Widget Type Select Columns ji em 7 Wallboard From Details I Extension Table qt C fn w Date Time Duration Type Number Destination Trunk
16. ne system or connected to the Internet from a remote location with a route back to the Call Management Server and Call Management telephone system using a static IP address 22 Using Call Management Call Management is an intuitive application to use and you will find that the learning curve allows for users to become familiar and comfortable with the software quickly The Call Management Application can be accessed from the short cut on the desktop This is the part of Call Management that has been designed for Managers and Business Owners to monitor analyse and review data from agent and call activity Using the Dashboard Locking the dashboard You may wish to lock the dashboard if you are using the dashboard on a large screen to act as a contact centre wallboard Locking has the effect of removing the resize and close options from all widgets and locking them in place on the dashboard Right clicking anywhere on the dashboard will show the locking and caption control dialogue Widget Captions Widgets are individually named system widgets have a set name and custom widgets can be given a name when they are created Resizing widgets Widgets can be resized Creating custom widgets Custom widgets are created by users in the following way Choose a report template that will form the basis of the widget Customise the report using filters to get the information you want to display in the widget Refresh the report using the
17. number e DDI Displays the DDI number that received the call e Channel Displays the trunk channel number that received the call e Duration Displays the duration of the call e Call Tag It is a free text field e Flags These are simple flags that can be defined by the user e Detail Displaysthe detail screen Any of these columnscan be sorted in order by clicking on the title e g click on call time to order stats by time click on ext to order the stats by extension The left side menu gives us the following filter options e Date and time range Select date and start end time e Call evaluation We can select all evaluated all non evaluated calls or all calls e Call direction We can select only outgoing calls only incoming calls or both e Filter by His is an additional filter by DDI Extension Call Tag Number or Flag Only show calls with playback permissions will display calls that the user is allowed to listen to After selecting the filter options click Run to display the desired calls There are additional buttons at the end of the call finder screen e Refresh will refresh the page and update it with the latest call information e Play will play the selected call e Email Will email the selected recording 24 Using the Report Catalogue The top tab options are common to all reports ir Refresh Report E Create Widget qr Add toMyReports Print E eMail Ei Save e Refresh Report
18. period into 30 mins interval The summary bar on top displays total calls total answered total missed total outgoing and percentage incoming Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Hourly Interval This report displays information for a period of 60 mins intervals The summary bar on top displays total calls total answered total missed total outgoing and percentage incoming Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Monthly Interval This report displays information on a monthly basis The summary bar on top displays total calls total answered total missed total outgoing and percentage incoming Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Extension Reports Extension Detailed This report displays a detailed activity of an extension For an extension it gives the username cost centre division total calls including incoming and outgoing The summary bar on the top displays total calls the total duration and total cost Filters tab provides a range of filters like extension date time etc Extension Summary This report gives a summary of calls incoming and outgoing for an extension It also provides average talk time incoming and outgoing cost e
19. rmation for a period and the number of calls answered in target grade of service etc Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Response Analysis This report shows information for hourly intervals and if the calls are 8 answered within the target response time or not The target response time can be changed in Configuration Other Reports e Call Destination Displays call information by Destination e Calls by Area Displays call information by area code e Top Calls by Cost Displays the maximum call cost e Top Calls by Duration Displays the maximum call duration Configuration ssec j ai a Extensions Soa Divisions er DDI Groups i ACD Groups sam ACD Groups ja Super Groups ikea Trunks ae Trunk Groups EI a sites ee Sites EI Customers am Customers Directory TA Logins a ren Login roles Assign Extensions To Login Roles i Restricted DOT s DOT s to login roles Ei System ee we System Settings m Archive Call Recordings ie Backup Call Recordings ip Restore Call Recordings 2 Delete Call Recordings Alarm Settings ei scheduled Tasks sS ur ER ES ae of call recordings Configuring Extensions Within Configuration you can configure the following settings Extensions DDI ACD Groups Trunks Sites Customers Logins System Setting s Scheduled Tasks Note For a fast
20. rovides a range of filters like extension date time etc The chart tab provides all the information in a chart format Customer Summary This report displaysa Summary of customer call information The summary bar on the top displays total calls total incoming total incoming received and outgoing calls made to a particular customer Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Contact Centre Reports ACD Group Summary This report displaysa summary of all the groups for e g sales support accounts etc for a particular day date range It gives you information on the average ring time call duration total busy time etc for a group The summary bar on the top provides total no of calls missed calls maximum waiting time and average ring time for all the groups together Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Agent Workflow Analytics Availability Report This report displaysthe information on how long the agent was logged in available to take calls what is the required availability etc Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Punctuality Report This report displaysinformation on the required start time of an agent and the actual start time to analyse
21. s are able to manage their desktop phones view real time and historical call data and record all external telephone calls The application collects all available data from the PBX without requiring any additional licensing Business Reporting Call Management provides a real in sight into how your business interacts with its customers and suppliers in real time using a configurable dashboard and reporting suite Acomprehensive range of standard reports is included which are designed to fulfil most organisation s requirements with easy access to the database andthe ability to save reports in several industry standard formats including Microsoft Excel lt will allow you to see How quickly an agent answers the telephone How many calls are lost Peak times for incoming and outgoing calls If your Network providers bill is accurate Whether your telecommunications network is functioning correctly and efficiently Whether you are using the most cost effective Network provider The main Call Management application displays a Navigation menu on the left bar of the screen We can select from the following menu items My Reports Dashboard Call Recordings Reports Catalogue Configuration Help Product Information My Reports This menu provides each user a list of their personal customised reports Each time a user configures and run s a report they have the option to save the report parameters to enable the report to be run at a later date
22. tc for all the extensions The summary bar on the top displays total calls total incoming total outgoing and total missed calls Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Group Detailed This report displays detailed activity information on extensions grouped by cost centre department and divisions The summary bar on the top displays total calls the total duration and total cost Filters tab provides a range of filters like extension date time etc Group Summary This report gives a Summary on extensions grouped by cost centre department and divisions The summary bar on the top displays total calls total incoming total outgoing and total missed calls Filters tab provides a range of filters like extension date time etc The chart tab provides all the information in a chart format Call Traffic Reports Trunk Summary This report gives information of how the trunk groups are being utilised It is a summary of a trunk utilisation It helps the user to analyse and identify if there are too many or too less trunk lines for the call volume The chart tab gives a graphical analysis of trunk utilisation Filters tab provides a range of filters like extension date time etc Customer Reports Customer Detailed This report displays detailed customer call information The summary bar on the top displays total calls and duration Filters tab p
23. uration Notifications Setup System Notifications System Notification service can send email notifications on system health Please select the notifications that you would like to receive F Total Calls Today Total Calls Recorded Today Percentage of recorded calls with no extension matching Email for sending system notifications maintenance tollring co uk Y Indude Customer Information in Notifications Emails User Notifications The user notification service will send regular email notifications detailing information about your business communications These indude Number of calls today busiest hour of the day maximum number of telephone lines used total number of unanswered calls today Please select your notification frequency Weekly Every Manday Email for sending user notifications O Ok 21 Schedule archiving of call recordings This function allows the user to schedule the system to archive data daily monthly or quarterly or just when the system hard drive is about to get full Figure 26 Notification Configuration Schedule archiving of call recordings Select Schedule Enable Scheduled Backup Enable Low Hard Disk Space Backup Daily Start at free space less than eB gt Monthly Quarterly Your comments for this operation Client Requirements The Call Management Client needs to be either connected to the same LAN as the Call Management server and Call Management telepho
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