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Avaya Contact Center Reports Explained User's Manual

1. Data Item Name Abbreviation Presented Calls Answered AnC Transactions Answered AnCT Transactions Answered by Agent AnCTA Transactions Answered by Voicemail AnCTVM Transactions Answered by Operator AnCTO Transactions Answered by Overflow Agent AnCTOA Transactions Answered by Non Agent AnCTNA Transactions Answered by Another Skillset AnCTAS Presented Calls Unstaffed AnCUS Presented Calls Answered before the Primary Alert AnCLP Presented Calls Answered after the Primary Alert before secondary AnCGP Presented Calls Answered after Secondary Alert AnCs Presented Calls Handled in another Skillset AnCOS Presented Calls that Left Skillset Via Overflow LSSOT Presented Calls that Left Skillset Via Routing Table LSSRT Presented Calls Abandoned AbC Outgoing Calls Out Break Wrap Up BkT Activity Code Pegs ACP Indirect Calls Prel Direct Calls PreD Presented Calls Pre Prel PreD Presented Calls Unstaffed UsC Presented Calls Disconnected Dis Table 2 Abbreviations for Formula Descriptions Explanation of Terms Used within Reporting for Contact Center This section describes terms used in Reporting for Contact Center reports or terms common in Contact Centers Report Definitions This part of the section describes all the definitions used within the reports in Reporting for Contact Center Abandoned Call An abandoned call is a Contact Center call that was terminated by th
2. No the Agent Activity Report does not include Available Ringing or Not Available Time The Not Ready Time seems to be very high The Not Ready Time value can be high as this can be accumulated by either the Agent invoking the Make Not Ready feature or the Contact Center placing the Agents in the Reporting for Contact Center Reports Explained 58 Reports Explained Not Ready state because the Agent did not answer a call or is active on an internal call Q Why is the break time higher than the configured break time A Break time will be extended when the Agent adds Prompted Activity Codes during their break time Report Fields A description of each of the fields in the report Agent Logged in time Total logged in time for the Agent in that Skillset Formula N A Agent Incoming Contact Center Time Total time spent on incoming Contact Center calls for the logged in time of that Skillset Formula N A Agent Incoming Non Contact Center Time Total time spent on incoming non Contact Center calls for the logged in time of that Skillset and period selected Formula N A Agent Outgoing Call Time Total time spent on outgoing calls for the logged in time of that Skillset Formula N A NN40010 600 Reports Explained 59 Agent Break Time Total time spent on break wrap up time for the logged in time of that Skillset Formula N A Agent Not Ready Time Total time spent in a Not Ready
3. Every time a direct call is transferred between Skillsets the call is counted as an Indirect Call Therefore a call to a Contact Center generates a single Direct Call and zero or more Indirect Calls Indirect Calls are those moved to a Skillset by means of the Move to Skillset Call Routing step or manually transferred to the Skillset Control DN Calls and Transactions The separate phases of call transfers are known as Transactions A call can be transferred back and forth between Skillsets and Agents A call can produce any number of Transactions For example an incoming call into Skillset 1 that Agent 1 answers and retains until complete is a single transaction NN40010 600 Introduction 13 However if Agent transfers the call to Agent 2 or Skillset 2 then the call requires two transactions This is the case whether Agent 2 is in the same Skillset as Agent 1 or in a different Skillset Tracking the separate transactions of a call results in a more accurate and understandable representation of the activity within a Contact Center Transactions and Direct and Indirect Calls If an incoming Contact Center call requires a series of transactions within one Control Directory Number CDN the second and subsequent transactions do not affect the Direct and Indirect Call totals because these transactions are not new Incoming Calls Contact Center Transactions A Contact Center Transaction belongs to a call that does not arrive
4. a a4 2 of2 gt gt om a Preview Reports Explained Help Abandoned Calls Report Abandoned Calls Graph E Time ahd Time Bh 2 B Time Oh Time bh Calls E Time ahs Time Ghee Time Gh 6 gt Timebins Done CECT hoanne 7 Figure 9 Abandoned Calls Graph The graph in Figure 9 Abandoned Calls Graph depicts an ascending profile of wait periods from 10 seconds to 40 seconds then descending through to one minute An increased number of calls are assigned to the seventh Time Bin Callers who want to hold are represented in the seventh Time Bin category that is they have remained on hold and abandoned after 1 minute The identity of some of the abandoned callers may be held in the Abandoned Calling Line ID Report see Page 33 Reporting for Contact Center Reports Explained 32 Reports Explained The Call Profile Report see Page 78 indicates Abandoned Calls throughout the day Use this to plan your staffing levels Logic If a call is a Contact Center call while at the Control DN of the Skillset and the caller hangs up the call is classified as Abandoned This includes direct and indirect calls to a Skillset Report Fields A description of each of the fields in the report Presented Calls Abandoned Number of presented calls abandoned for that Skillset total Formula Presented Calls Abandoned AbC AbC direct AbC indirect Time Bins 1 6 Each Presente
5. Reporting for Contact Center Reports Explained BCM Contact Center Document Number NN40010 600 Document Status Standard Document Version 02 00 Date June 2006 N RTEL Copyright Nortel Networks Limited 2006 All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Trademarks Nortel Nortel Logo the Globemark and This is the way This is Nortel Design mark are trademarks of Nortel Networks Microsoft MS MS DOS Windows and Windows NT are registered trademarks of Microsoft Corporation All other trademarks and registered trademarks are the property of their respective owners Table of Contents 3 Table of Contents List Of PIQUECS vasciavicacscadacacecetrcanacedraasucatueacadadscanerauiaaueceusianiuaneranecauucants 5 LIST OF Tables iana E O TAN E E ET 6 Change HIStory crssesussauscivasatavaeasauandusuenaraveranssdvadeunedvavavndeinaauduararavineess 7 How to Use this Guide ccsscesseeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeesenseeeeeeeeeenees 9 INMOGUCTION EE ET E T ives 9 How this Guide is OrganiZed ccccceeeccecee
6. 97 Overflow Table 88 P Page Range 17 Primary Alert 20 22 23 85 Printer 15 Printing a Report 15 R Real Time screens 43 Report Headers 14 Report Magnification 17 Report Periods 11 Report Viewer 14 15 Rich Text Format 16 Routing Table 20 23 88 S Searching for Text within a Report 17 Secondary Alert 20 23 43 85 89 Summary Report 72 73 Summary Report Graph 73 System Configuration Report 100 T Table of Figures 5 Time Bins 20 21 23 27 28 29 31 32 Title 14 U Unanswered Help Request Report 90 User 12 Vv Voice PSTN Call 12 23 25 27 31 Voice Mail 20 24 78 Voice PSTN Call 12 27 31 W Word 16 NN40010 600
7. which does not have a duration associated with it Formula N A NN40010 600 Reports Explained 63 Activity Code Report by Skillset Figure 18 Activity Code Report by Skillset shows an example Activity Code Report by Skillset J Report Yiewer Microsoft Internet Explorer x amp eho Mijn fie gt gt i th NORTEL Company Name Danishmend Hotels Report Title Activity Code Report By Skillset Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 48 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Activity Code Skillset Activity Code Average Time Time 00 02 33 SKILL2 2 00 00 02 K SKILL1 1 SKILL1 1 SKILL3 3 SKILL2 2 Figure 18 Activity Code Report by Skillset Summary The Activity Code Report by Skillset displays the usage of grouped Activity Codes known as pegs that are broken down into each Skillset Reporting for Contact Center Reports Explained 64 Reports Explained This report shows the Activity Code that has been entered on calls for each Skillset included in the report For each Skillset the Activity Codes are presented in alphabetical order with the average call duration time the number of pegs and the actual accumulated time of all the calls that were associated with each Activity Code Activity Codes can be used to determine different things If an Activity Code represented each ma
8. 25 49 00 36 56 00 03 57 SKILL1 1 Agent 1 129 16 37 55 00 05 24 00 00 00 00 00 00 00 09 19 496 01 56 43 00 18 48 00 01 19 SKILL2 2 Agenti 1 69 11 34 19 00 05 38 00 00 00 00 00 00 00 02 02 42 02 28 16 00 17 55 00 02 38 SKILL2 2 Agent2 2 80 16 28 23 00 08 16 00 00 00 00 00 00 00 00 40 19 00 10 09 00 00 00 00 00 00 SKILL2 2 Agent3 3 21 01 43 24 00 01 32 00 00 00 00 00 00 00 02 02 10 19 46 04 00 00 00 00 00 00 SKILL2 2 Agent4 4 25 01 40 15 00 09 28 00 00 00 00 00 00 00 02 32 21 03 18 33 00 00 00 00 00 00 SKILL3 3 Agent3 3 21 02 43 09 00 01 35 00 00 00 00 00 00 00 02 10 10 19 46 04 00 00 13 00 00 00 Note Reports do not include calls in progress Page 1 of 1 Figure 16 Agent Activity Report Summary The Agent Activity report displays the activity of Agents grouped by Skillset It is further broken down based on Agent This report shows the durations of the range of activities that Agents have performed for the report period This list differs from the list in the Agent Profile Report see Page 51 NN40010 600 Reports Explained 57 Note If you request this report for Skillset 1 you will receive a report listing all of the Agents who were logged into Skillset 1 including multi Skillset Agents The report will also include all of the activity of those Agents irrespective of the Skillset of the call they answered If the report is limited to the Agent activity for the requ
9. 56 143 14 52 52 46 01 56 43 00 09 19 13 00 05 24 00 00 00 00 00 16 14 01 Mar 59 16 14 29 119 11 26 20 00 00 00 00 00 52 00 00 16 00 00 00 14 52 09 08 13 Mar 6 18 15 52 2 18 27 16 3 23 25 38 00 01 00 00 00 39 00 00 00 09 08 09 09 13 Mar 00 00 19 00 00 19 00 00 00 00 00 00 00 00 00 00 00 00 09 09 09 09 13 Mar 00 00 05 00 00 05 00 00 00 00 00 00 00 00 00 00 00 00 09 09 09 10 13 Mar 00 00 46 00 00 14 00 00 00 00 00 00 00 00 00 00 00 00 09 11 09 11 13 Mar 00 00 15 00 00 15 00 00 00 00 00 00 00 00 00 00 00 00 09 24 10 10 13 Mar 00 46 09 00 46 09 00 00 00 00 00 00 00 00 00 00 00 00 10 12 09 22 16 Mar 2231018 1 09 55 55 1 19 52 38 00 00 00 00 00 00 00 00 00 09 22 14 08 11 Apr 26 04 46 06 1 00 38 49 25 04 07 03 00 00 00 00 00 00 00 00 00 14 09 17 04 25 Apr 1402 54 50 7 01 27 54 7 01 22 36 00 02 02 00 01 50 00 00 00 15 38 14 07 22 May 19 22 28 46 11 20 09 36 8 01 08 48 00 05 25 00 02 39 00 00 00 Reports do not include calls in progress Page 1 of 1 C S Figure 15 Agent Profile Report Summary This report displays the activity profile actual figures and durations not averages of the Agents logged in to a Skillset for the report period There is a separate entry for each logged in session for the Agents The report includes all major activities of each Agent over the period included in the report Reporting for Contact Center Reports Explained 52 Reports Explained Note
10. A tool tip appears if you position the mouse pointer over the navigation icons and wait for a moment Searching for Text within a Report To locate a string or phrase within the report click Search Text the binoculars Enter your search text Reporting for Contact Center Reports Explained 18 Introduction Use Searching for Text within a Report to look for a specific Agent in a large Agent Activity report or to locate a particular Calling Line Identification CLID in the Abandoned Calling Line ID report for example NN40010 600 Reports Explained 3 Overview This chapter describes each report examples of suggested usage frequently asked questions a description of the fields within the report and the formulas used to derive the values displayed in the fields The chapter also includes examples of call reports For each report the following information is provided Summary Provides a brief description of the intent of the report Logic Provides a short description of the content logic of a report FAQ Provides Frequently Asked Questions FAQ and answers about the report Report Field Provides a description of each of the fields in the report Formulas Where applicable the formula that is used to derive the information is included Table 2 Abbreviations for Formula Descriptions shows the abbreviations used in the formula descriptions NN40010 600 20 Reports Explained
11. Answered Transactions this includes transferred calls in the Contact Center for the selected Skillsets and time period this statistic is not the same as answered Contact Center calls Formula AnCT CC Transactions Abandoned Total Abandoned Transactions in the Contact Center for the selected Skillsets and time period Formula AbC Presented Calls Disconnected Total Disconnected calls for the selected Skillsets and time period Formula Dis CC Transactions Answered by Agents Total Agent answered Transactions for the selected Skillset and time period Formula AnCTA Reporting for Contact Center Reports Explained 82 Reports Explained CC Transactions Answered by Voicemail Total Voicemail Transactions for the selected Skillset and time period Formula AnCTVM CC Transactions Answered by Operator Total operator Answered Transactions for the selected Skillset and time period Formula AnCTO CC Transactions Answered by Overflow Agent Total Transactions an Agent answered that arrived at the Agent through the action of the overflow rules configured in CallPilot Manager although the Agent is part of another Skillset the call still belongs to the original Skillset Formula AnCTOA CC Transactions Answered by Non Agent Total non Agent someone not logged in answered Transactions for the selected Skillset and time period Formula AnCTNA CC Transactions Handled in Another Skillset Total Transactions handled
12. Control DN is used to transfer calls to a Skillset The installer is responsible for assigning a Control DN to each Skillset before the Skillset can be enabled Delayed Call The Delayed Answer feature reduces Toll Charges for queuing calls This feature prevents the Contact Center from answering calls and playing greetings when no agents are available When Delay Answer is activated within a Skillset waiting callers hear a ring back tone When a call comes in on a line for a Skillset that does not have any available agents the call is not answered until either the Delay Answer time elapses or an Agent becomes available whichever comes first These Delayed Calls have reached the Skillset but the routing table has not answered them Toll charges do not accrue until the routing table answers the call Direct Call Direct Calls are calls answered by the Skillset through the Lines Administration table in the CallPilot Manager A layman would think of the direct calls as being the number of calls the contact center handles A person phoning a Contact Center once generates a single Direct Call Disconnected Call A call terminated by a Disconnect Call Routing Step or a call that has no more routing steps and has not been routed anywhere by a poorly configured routing table for example Grade of Service A figure that represents the level of service provided to incoming callers based on Contact Center response times The figure is
13. Figure 2 Report Viewer Toolbar The toolbar allows you to Print a report Export a report Magnify a report on screen NN40010 600 Introduction 15 Navigate through a multi page report Perform a search within a report x amp amp fix aal 1 ofi b gt m Preview Figure 2 Report Viewer Toolbar Note The Preview tab indicates that you are viewing a print preview of the report Printing a Report Click the printer icon to view the printer window as shown in Figure 3 Report Printer Selection Window General Select Printer iA ae A A E HP Mobile Add Printer Canon hp deskjet HP DeskJet iR5000 60 6122 series 840C 841C Printing Fa gt Status Ready Preferences Location Comment Find Printer m Page Range Al Number of copies fi Selection Curent Page cea Figure 3 Report Printer Selection Window This window allows you to select a printer from the list of available printers This is the printer that will generate the report You can specify the number of copies you want to print and you can choose to print the whole report the page you are currently viewing or a selection of pages Click Preferences to specify settings such as paper orientation and size Exporting a Report Click export report to view the Export Report window shown in Figure 4 Export Report Window Reporting for Contact Center
14. If you request this report for Skillset 1 you will receive a report listing all of the Agents who were logged into Skillset 1 including multi Skillset Agents The report will include all of the activity of those Agents irrespective of the Skillset of the call they answered If the report is limited to the Agent activity for the requested Skillset only you need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to receive a complete report of their activity Logic The report is generated for a single Skillset but will display the profile for any Agent activity from any Skillset into which they were logged for the period of the report even if they were not a multi Skillset Agent This activity is displayed for the length of time that an Agent is logged into the selected Skillset Note This report does not display all activity for an Agent therefore totaling all of the Agent activity times will not equal the logged in time Certain times can overlap For example an Agent with an answered call on hold who is also making an outgoing call will accrue incoming and outgoing durations simultaneously Furthermore an Agent may log out while on an incoming call They can therefore accrue incoming time beyond their logged in session Additionally other activities not included in the report are Ringing State and Not Available state Ringing State is when calls are ringing on the Agent s h
15. Reports Explained 16 Introduction Export Report xj File Format Microsoft Excel hs r Page Range All Pages From fi To fi File name cxD ocuments and Settings davem Desktop MondaylncomingRe oK Cancel _ Browse Figure 4 Export Report Window File Format Select the desired format from the File Format list Table 1 The Available Report Export Formats shows the available formats Export Format Name Extension Crystal Reports native format rpt Microsoft Excel xls Microsoft Excel data only xls Microsoft Word doc Rich Text Format rtf Adobe Acrobat pdf Required Viewer Crystal Reports Microsoft Excel or Microsoft Excel Viewer Same as Microsoft Excel format above but in a format without the shading highlighting and other report formatting Microsoft Word or Word Document Viewer Any RTF aware editor or file viewer Adobe Acrobat Table 1 The Available Report Export Formats Exported File Name and Location You must provide a file name or a file path for the exported report If you do not specify a path in the file name the file is placed on your desktop Note An appropriate file extension is required to format the exported report and to select the application required to view it Select the appropriate extension from Table 1 The Available Report Export Formats You can click Browse to browse to the location where you want to have the report exported Not
16. The total break time for the logged in time for the selected Skillset Formula N A CC Transactions Answered by Agent Number of Transactions answered during the total logged in time for the selected Skillset Formula AnCT Agent Incoming Time The total incoming Contact Center call time recorded during the total logged in time for the selected Skillset Formula N A Agent Outgoing Calls Number of outgoing call instances during the total logged in time for the selected Skillset Formula Out Agent Outgoing Call Time The total outgoing call time recorded during the total logged in time for the selected Skillset NN40010 600 Reports Explained 55 Formula N A Reporting for Contact Center Reports Explained 56 Reports Explained Agent Activity Report Figure 16 Agent Activity Report shows an example Agent Activity report E Report iewer Microsoft Internet Explorer x amp epo a ft ot rm oo Preview Reports Explained Help NORTEL Company Name Danishmend Hotels Report Title Agent Activity Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 46 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Loggedin Time Incoming Contact Incoming Outgoing Call Break Time Not Ready Time Supervisor Internal Call Time Center Time Non Contact Time Monitor Time Center Time Total 347 02 47 25 00 31 53 00 00 00 00 00 00 00 18 45 149 23
17. This report indicates the number and the associated averages for answered and abandoned Contact Center calls and for answered Transactions that is transferred calls NN40010 600 Reports Explained 43 The Average Time to Answer and Average Time to Abandon figures in this report can be used to determine the appropriate settings for the Primary and Secondary Alerts or wallboard alarms This example report shows that the Average Time to Abandon is higher than the Average Time to Answer If the times were inverted wallboard alarms could be activated when a call had waited 20 seconds for example in the Skillset queue This alarm would alert the Agent that a Call had been waiting for a period approaching the danger time which in this Contact Center is 33 seconds Usage Example The report can also be used to determine the Average Incoming Call Duration This can then be used to determine an appropriate Agent Alarm for Incoming Calls so that an Agent who has a call which lasts longer than the average duration is highlighted on the Agent Details Real Time Screen The Average Incoming Call Duration can also be compared with the values in the Agent Average Report see Page 46 Logic This report is devised based on Skillset Each Skillset is shown on a separate line Each line displays a total for the field and an average time to answer to abandon and the answered incoming call time for the call type FAQ Q Why does the
18. a EEEa E ANA EEEE 60 Activity Code Report by Skillset ececeeeeeeeeeeeeeeeeeeneeeeaeeeeeeeseeeeesaeeeeaeeee 63 Activity Code Report by Agent esssssseesseessessrssrsrernsrnnsrnnntnnrnnnnnnsennetnnenn 66 Activity Code Report by Number of PegS s esssssesssseessresreennesrnesrnssrnssrnsses 69 Summary Report 00 eeeeeecceceeeeeeeeeeceeeee cee eeseaeeeeaeeseeeeeeceaeeeeaaeseeeeeseeeesnaeeseaaeeees 72 Call Profile Report eccccceeeeesceceeeeeceeeeesaeeeeeeeseaeeeeeeaeeeeaeeseaeeeseaeeeeaeeeeeeeeeas 78 Incoming Call REPOFt ccccceccccceteeeceeeceeeeeeaeeeeaeeceaeeeseaeeeeaaeesseeesaeeeeaaeeeeeees 84 Unanswered Help Request Report cccceeeeeeneeeeeeeneeeeeeenaeeeeeeaeeeeeenateeeeeaas 90 Agent Average Report by Agent ccceecceeeeceeceneeeseeeeeeeeeeseaeeesaeeeeeeseneees 92 Agent Activity Report by Skillset 00 0 eeeeccceeeeeeeeeeeeeeeeeeaeseeeeeseeeesaeeeeaeeees 96 System Configuration Report cccccccccecseeeeeeeeceeeeeeeeaeeeeaeeseeeeeseeeesaeeneneees 100 References ita cicdcicncncieicnccc tue rewenenancucueweneweneuaweweuewawewenewanewenewawawenewens 102 ING OX i ccccinstinesenssinnsinsinnsins tennis 103 NN40010 600 List of Figures 5 List Figure 1 Figure 2 Figure 3 Figure 4 Figure 5 Figure 6 Figure 7 Figure 8 Figure 9 Figure 10 Figure 11 Figure 12 Figure 13 Figure 14 Figure 15 Figure 16 Figure 17 of Figures Example Report Header inic
19. an Agent may log out while on an incoming call They can therefore accrue incoming time beyond their logged in session Additionally other activities not included in the report are Ringing State and Not Available state Ringing State is when calls are ringing on the Agent s handset Not Available or Busy state is the time when Agents are not available to take calls These activities do not form part of an Agent s logged in session therefore they have not been included as an Agent Activity in the report You CANNOT add up the times in this report and expect them to match the total logged in time for the Agent FAQ Q A Does the Agent Audit Report include all Agent activity for multiple Skillsets Yes the Agent Audit Report will break down the activity for each Skillset If more Skillsets are selected the Agent s activities are broken down for those Skillsets too Report Fields A description of each of the fields in the report Reporting for Contact Center Reports Explained 62 Reports Explained Agent ID The login ID of the Agent Formula N A Agent Name Name of the Agent Formula N A Date Activity start date Formula N A Time of Day Activity start time Formula N A Agent Activity The activity type for example Login Time Incoming Call SS 1 Not Ready and Break Time Formula N A Agent Activity Time Duration of the activity with the exception of Logout
20. average call time for an Agent on a Transaction this includes all calls including Transfers and overflows Formula CC Transactions Answered by Agent Average Incoming Time Total Incoming Call Time AnCTA Outgoing Calls Number The instance total for an Agent on an outgoing call Formula Outgoing Calls Number Out Outgoing Calls Average Time The average call time for an Agent on an outgoing call Formula Outgoing Calls Average Time Total Outgoing Call Time Out Break Instances The instance total for an Agent on break wrap up time Reporting for Contact Center Reports Explained 50 Reports Explained Formula Break Instances BkT Average Break Time The average time for an Agent on break wrap up time Formula Average Break Time Total Break Time BkT NN40010 600 Reports Explained 51 Agent Profile Report Figure 15 Agent Profile Report shows an example Agent Profile report AReport Viewer Microsoft Internet Explorer SEIS x amp epo 3 a 1 oft gt gt m eh Preview Reports Explained Help Company Name Danishmend Hotels Report Title Agent Profile Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 46 Data Timestamp 22 May 2006 14 06 Skillset SKILL1 LoggedinTime Available Time Not Ready Time Break Time CC Transactions Incoming Time Outgoing Calls Outgoing Call Answered by Time Agent Agenti 1 129 16 37
21. by Agent The number of Transactions answered by an Agent or Agents Transactions Answered by Another Skillset The number of Transactions answered in a Skillset other than the one the call arrived in Transactions Answered by Non Agent The number of Transactions Non Agents people not logged in to the Contact Center answer Transactions Answered by Operator The number of Transactions the Operator answers Transactions Answered by Overflow Agent The number of Transactions the Overflow Agent answers Transactions Answered by Voicemail The number of Transactions directed to Voicemail This includes either the Skillset Mailbox or an Agent Mailbox the statistics do not distinguish between types of mailbox Unstaffed Calls Calls presented to a Skillset when no Agents are logged in to handle the calls Agent Definitions This part of the section describes terms used for Agents in the Reporting for Contact Center reports or terms common in Contact Centers Available Time The length of time that an Agent is available to answer Incoming Calls Break Time Also known as Post Call Completion the time allocated to Agents following the end of an Incoming Contact Center Call Break Time is commonly allocated to Agents to allow them to complete post call administrative tasks NN40010 600 Reports Explained 25 Incoming Contact Center Time The time an Agent is engaged in an Incoming Contact Center Call either a PSTN
22. directly at an Agent s phone through Direct Inward Dialing DID Auto Attendant AA or Custom Call Routing CCR but rather through a Call that Originated as a Contact Center Call Non Contact Center Transactions A non Contact Center Transaction belongs to a call that arrives directly at an Agent s phone through Direct Inward Dialing DID Auto Attendant AA or Custom Call Routing CCR for example Reporting for Contact Center Reports Explained 14 Introduction Report Concepts This part of the chapter provides information on the format of the reports and their usage Report Headers Each report contains an information header that consists of some or all of the following Company Name Report Title Report Period The start time and date and an end time and date of a report Report Created The time and date that the report was created Data Timestamp The time and date the Contact Center generated the report data Skillsets The Skillsets included in the report See Figure 1 Example Report Header NORTEL Company Name Danishmend Hotels Report Title Answered Calls Report Report Period 27 Jul 2005 00 00 to 27 Jul 2005 11 03 Report Created 27 Jul 2005 16 01 Data Timestamp 27 Jul 2005 11 02 Skillsets SKILL4 SKILL2 SKILL3 Figure 1 Example Report Header Report Viewer Toolbar Screen generated reports are displayed in the report viewer window The report viewer has a toolbar shown in
23. each Agent in turn For calls that have been transferred to the Agent Transferred appears at the start of the line for that Agent Likewise if the Transaction was for an overflowed call Overflow appears at the start of the line for that Agent Other will be shown for any other transfer call method that temporarily adopts the Agent into the Skillset for the duration of the transferred call FAQ Q Does the Agent Activity Report By Skillset include transferred calls from other Agents A Yes Q Why does the Agent Average Report by Agent report display two transferred calls when the Agent Activity Report by Skillset report only show one transfer A The Agent Average Report by Agent report displays all activity for all Agents who have logged into the Skillset However the Agent Activity Report by Skillset report displays activity for that Skillset only hence only one transfer because that s all the transferred calls in that Skillset Q Why are the times in this report different from other reports like the Agent Activity Report A The Agent Activity Report by Skillset includes activity from the full logged in time say for example from 07 58 to 17 04 as opposed to the Agent Activity Report which caps all activity at the requested time Using the example the capped time would be from 08 00 to 17 00 Q Why do the Break Instances and Break Time fields contain different values compared to the Agent Average Report Agent P
24. either the target line or physical line if that is not known that carried the call Report Fields A description of each of the fields in the report Date Date of Abandoned Call NN40010 600 Reports Explained 35 Formula N A Time of Day Time of Abandoned Call Formula N A CLID Displays the CLID of the caller If the CLID is not available then the Target Line number is displayed and if that is not available then the Physical Line is displayed If the Call was a multimedia browser call only the CLID is presented as the name that was specified in the Multimedia Contact Center Setup page within the MMCC Formula N A Time to Abandon Time elapsed until the call was abandoned in the format hh mm ss Formula N A Reporting for Contact Center Reports Explained 36 Reports Explained Agent Capacity Report Figure 11 Agent Capacity Report shows an example of the Agent Capacity Report Z Report iewer Microsoft Internet Explorer x amp amp fro a 1 of 1 gt gt i m Preview Click to activate and use this control NORTEL Company Name Danishmend Hotels Report Title Agent Capacity Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 44 Data Timestamp 22 May 2006 17 06 Skillsets SKILL1 SKILL2 SKILL3 Skillset Instances When No Agents Were Total Time For All Those Instances Available To Answer Incoming Contact Center Calls Nam
25. in another Skillset including those moved to another Skillset through a routing table Formula AnCTAS NN40010 600 Reports Explained 83 GOS Grade of service for the time slot within the selected Skillsets and time period Formula Pre AnCS AbC Pre 100 Note AnCTA AnCTVM AnCTO AnCTOA AnCTNA AnCT Reporting for Contact Center Reports Explained 84 Reports Explained Incoming Call Report Figure 25 Incoming Call Report shows an example Incoming Call report E Report Yiewer Microsoft Internet Explorer x amp epo a 1 of pros bf Preview Reports Explained Help NORTEL Company Name Danishmend Hotels Report Title Incoming Call Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 50 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 CC Transactions answered by Presented Calls Direct Indirect Agent Voicemail Operator Overfow Non AgentAbandoned Disconnected Left Let Unstaffed Less Than Greater Greater SOS Calls Calls Agent Skillset Skillset Calls Primary Than Than via via Alet Primary Secondary Overfow Routing Alert Alert Table Table Total o 27 4 2 Voice 0 27 4 2 Multimedia o o o o SKILLI 1 0 14 3 0 Voice 0 14 0 Multimedia 0 0 SKILL2 2 Voice Multimedia SKILLS 3 Voice Multimedia Note Reports do not include calls in progress Figure 25 Incoming Call Report
26. period In all cases this will be a call transferred to a non Agent through the Reporting for Contact Center Reports Explained 88 Reports Explained actions of the routing table either through the CCR Tree or Caller input rules Formula AnCTNA Presented Calls Abandoned Total Presented Calls abandoned in the Skillset for the selected Skillset and time period Formula AbC Presented Calls Disconnected Total Presented Calls disconnected for the selected Skillsets and time period Formula Dis Presented Calls that Left Skillset via Overflow Table Total Presented Calls that have left the Skillset due to a rule in the overflow table for example move to Skillset rule for the selected Skillset and time period Formula LSSOT Presented Calls that Left Skillset via Routing Table Total Presented Calls that have left the Skillset due to a rule in the call routing table for the selected Skillset and time period The rule includes Move to Skillset and Transfer to Skillset Control DN only all other scenarios Transfer to Extension and Transfer to External remain within the Skillset and will not affect this field Formula LSSRT NN40010 600 Reports Explained 89 Presented Calls Unstaffed Total Presented Calls that came into a Skillset when there were no agents logged into the Skillset for the selected Skillsets and time period Formula AnCUS Presented Calls Less than Prima
27. state for the logged in time of that Skillset Formula N A Supervisor Monitor Time Total time spent monitoring Agents for the logged in time of that Skillset Formula N A Agent Internal Call Time Total time spent on internal calls for the logged in time of that Skillset Formula N A Reporting for Contact Center Reports Explained 60 Reports Explained Agent Audit Report Figure 17 Agent Audit Report shows an example Agent Audit report e Report Yiewer Microsoft Internet Explorer _ B xi Reports Explained Help x amp eho z a 1 of i phoi Preview NORTEL Company Name Danishmend Hotels Report Title Agent Audit Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 47 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Agent ID Agent Name 1 Agenti Date Time of Day Agent Activity Agent Activity Time SKILL1 1 01 Mar 2006 13 12 15 Available Time 00 00 21 01 Mar 2006 13 12 37 Incoming CallSS 1 00 00 03 01 Mar 2006 13 12 40 Break Time 00 00 03 01 Mar 2006 13 12 43 Available Time 00 00 19 01 Mar 2006 13 13 03 Incoming CallSS1 00 00 02 01 Mar 2006 13 13 05 Break Time 00 00 05 01 Mar 2006 13 13 10 Available Time 00 00 20 01 Mar 2006 13 13 31 Incoming CallSS 1 00 00 02 01 Mar 2006 13 13 33 Break Time 00 00 14 01 Mar 2006 13 13 47 Available Time 00 00 04 01 Mar 2006 13 17 30 Available Time 00 00 01 01 Mar 2006 13 17 32 Incoming CallSS 1 00 00 09 01
28. transferring these calls to this Agent because of the Agent s expertise Perhaps the Agent is more attentive to the incoming callers Ifan Agent is taking far less than average time to deal with their Incoming Calls perhaps they have developed their speed are simply fast or they are less attentive to the incoming caller or perhaps they are transferring their calls to other Agents The Average Break Time indicates which Agents are taking full breaks and which Agents are not Usage Example for Average Break Time If some Agents are on average taking 30 seconds and everyone else is taking 15 seconds then perhaps the Break Time for everyone could be reduced to 20 seconds and then after a period of acclimatization reduced to 15 seconds Note If you request this report for Skillset 1 you receive a report listing all the Agents who were logged in to Skillset 1 including multi Skillset Agents The J report will include all the activity of those Agents regardless of the Skillset of the call they answered If the report is limited to the Agent activity for the requested Skillset only you Reporting for Contact Center Reports Explained 48 Reports Explained need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to receive a complete report of their activity Logic The report is broken down by Skillset and then grouped by Agent Activity c
29. 1 Summary Report shows an example Summary Report 3 Report iewer Microsoft Internet Explorer Reports Explained Help x amp fioox A af rof phon Preview NORTEL Company Name Danishmend Hotels Report Title Summary Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 49 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Summary Category Total for Period Presented Calls 64 CC Transactions Answered 33 Presented Calls Abandoned 31 Presented Calls Disconnected 0 Presented Calls Unstaffed 9 Summary Category Average for Period Average Time to Answer 00 00 14 Average Time to Abandon 00 00 52 Average Grade of Service 48 Month Presented Calls cc Presented Calls Presented Calls Presented Calls Presented Calls GOS Transactions Abandoned Disconnected Handled in Unstaffed Answered Another Skillset 1 2006 0 0 2 2006 0 3 2006 18 4 2006 5 6 2006 10 0 D 0 0 CC ip toca intranet Figure 21 Summary Report Summary This report displays a summary of key Contact Center statistics over the period of the report broken down into one Hour Day and Month time slots NN40010 600 Reports Explained 73 The Summary report provides a quick one report summation of the performance and activity of the Skillsets it includes A figure based and an average based table are provided above a profile which spans the report period For each uni
30. 11 56 96 11 60 Agent Average Report 43 46 47 92 93 Agent Capacity Report 36 37 Agent Detail 43 Agent Profile Report 51 56 Answer Time Bins 27 Answered Call 20 21 22 24 26 27 28 Answered Calls Report 26 Available 24 25 37 53 B Break Time 24 47 50 54 59 62 94 99 C Call Average Report 28 42 Call Profile Report 32 34 78 79 85 Call Profile Report Graph 79 85 Call Routing 12 22 Call Transactions 12 13 20 24 43 47 74 75 76 84 94 98 Chat session 22 Contact Center 13 21 22 24 25 28 32 34 36 37 38 39 40 43 46 47 54 57 58 72 75 76 77 78 80 81 84 86 97 98 D Direct Call 12 13 20 21 22 86 Disconnected Call 21 E Excel 16 Export 14 15 16 F Follow me 22 G Grade of Service 21 73 76 78 Graph 28 31 79 85 H Help Request Report 39 90 91 Help Request Unanswered Report 90 How this guide is organized 9 How to use this guide 9 I Incoming Call Report 84 Indirect Call 12 13 20 22 84 87 In Progress Calls 11 Introduction 9 11 Login 40 41 62 Microsoft 16 Reporting for Contact Center Reports Explained 104 Index Monitoring 25 Multimedia Call 12 22 N Non Agent 78 82 Nortel Reporting for Contact Center 9 12 17 20 21 24 27 31 34 101 102 Not Ready 25 37 54 57 59 62 O Operator 20 23 24 78 82 87 Overflow 20 23 24 78 82 87 88
31. Mar 2006 13 17 41 Break Time 00 00 30 01 Mar 2006 13 18 11 Available Time 00 41 02 01 Mar 2006 13 59 14 Available Time 02 16 15 01 Mar 2006 16 14 29 Logout 06 Mar 2006 14 52 50 Login Time 6 18 16 52 06 Mar 2006 14 52 50 Available Time 00 00 34 06 Mar 2006 14 53 11 Incoming CallSS1 00 00 23 06 Mar 2006 14 53 25 Incoming Call SS 141 00 00 16 06 Mar 2006 14 53 34 Break Time 00 00 30 06 Mar 2006 14 53 41 Break Time 00 00 30 Figure 17 Agent Audit Report Summary The activity of an Agent broken down into specific entries on each action performed NN40010 600 Reports Explained 61 Note This report is intended to provide a highly detailed picture of an Agent s activities and is intended to be used to produce detailed high resolution reports covering small numbers of agents over short periods of time If the report period is long more than an hour or there are many agents included in the report this report could be very long If the Agent is a multi Skillset Agent all of their activities will be included for all Skillsets into which they are signed for the duration of the report Logic This report is generated for the selected Agents who were active in the selected Skillsets for the duration of the report and is grouped by Agent Note Certain time frames can overlap For example an Agent with a call on hold who is making an outgoing call will accrue incoming and outgoing durations simultaneously Furthermore
32. Summary This report provides an overview of the incoming calls into the Contact Center for a selection of Skillsets The Incoming Call Report relates to Incoming Direct and Indirect Calls not Transactions see Page 12 This report provides a consolidated one line summary of the call traffic into the Skillsets included in the report and the call handling of that traffic NN40010 600 Reports Explained 85 This report can be used to determine how many calls Direct and Indirect were presented to the Skillsets and how many were Answered and Abandoned Location and Agent answering calls calls answered before the Primary Alert lt P calls answered after the Primary Alert but before the Secondary Alert gt P and calls answered beyond the Secondary Alert gt S can also be determined An example of an Incoming Call Report graph page is shown in Figure 26 Incoming Call Report Graph Page AReport viewer microsore Totes explorer O O OOOO x amp amp fiox z M 4 Preview Reports Explained Help Incoming Call Report E Total Presented E Arawered Calls E Abandoned Calls Uretatfed Calls gt s Note Reports do not include calls in progress Page 2 of 2 S Local intranet Figure 26 Incoming Call Report Graph Page The Incoming Call Report Graph shows the Total Presented calls for the Skillsets selected as well as the number of calls Answered Abandoned the n
33. Time to Abandon Average time for calls to be abandoned in the selected Skillsets and time period Formula Total Time to Abandon AbC Average Grade of Service Average grade of service for Contact Center calls in the selected Skillsets and time period Formula Total Pre AnCS AbC Total Pre 100 Presented Calls Direct and Indirect Total presented calls both direct and indirect within that time slot and within the selected Skillset and time period Formula Pre CC Transactions Answered Total answered Transactions for that time slot and within the selected Skillset and time period Formula AnCT Presented Calls Abandoned Total abandoned calls for that time slot and within the selected Skillset and time period NN40010 600 Reports Explained 77 Formula AbC Presented Calls Disconnected Total disconnected calls within the Contact Center for the selected Skillsets and time period Formula Dis Presented Calls Handled in Another Skillset Total calls that arrived into a Skillset but were moved to another Skillset through the actions of the routing table or transferred to another Skillset Control DN Formula AnCOS Presented Calls Unstaffed GOS Total calls that came into a Skillset when there were no agents logged into the Skillset for the time slot within the selected Skillsets and time period Formula UsC Grade of service for the time slot within the selected Skillse
34. andoned Disconnected Answered by Agents Voicemail Operator Overflow Agents Non Agents and Other Skillsets during a report period It also presents the Grade of Service expressed as a percentage NN40010 600 Reports Explained 79 This report can be used to determine the fate of calls profiled in a report A Call Profile report can indicate the number of calls in various time slots and if calls are Answered by Agents in a Skillset for example The Call Profile Report can also be used to help determine staffing levels and call peaks on a particular day or for a particular period A Call Profile report that spans several weeks will identify whether a call peak is a general trend in an average week and may indicate a need for higher staff availability on certain days A Call Profile report can also be used to judge the effectiveness of a marketing campaign A report covering one period for a number of previous years can be compared with a report for the year of the marketing campaign An example of a Call Profile report graph page is shown in Figure 24 Call Profile Report Graph Page Report Viewer Microsoft Internet Explorer provided by Blopenworld x amp amp pe M 4 3 of 3 gt gt eh Preview Call Profile Report CC Transactions Presented ce Handled in Calls cc CC Transactions Presented Calls Transactions CC Transactions CC Transactions CC Transactions CC Transactions Another Skillset T
35. andset and Not Available or Busy state is the time when Agents are not available to take calls These activities do not form part of the logged in time nor the total logged in time You CANNOT add up the totals in this report and expect them to match the total logged in time for the Agent FAQ Q A Does the Agent Profile Report include activity for each Agent Yes and it will include Agent Activity across all Skillsets they have logged in to See FAQ under Agent Average Report Page 48 for an explanation of why the report does this Note The activities in this report will not add up to the login time it is not meant to do this for example it is possible for an agent to perform activities outside of their login NN40010 600 Reports Explained 53 Q A Q A The following sequence would demonstrate this 1 Answer a Call 2 Logout 3 Disconnect from the call 1 minute later Note This report also does not include Ringing Not Available or Supervisor Monitoring time If statistics like CC Transactions Answered by Agent and Outgoing Calls are for all Skillsets which reports should be generated to view individual statistics for the Agents versus the Skillset for a multi Skillset Agent For individual statistics for an Agent view the Agent Average Report by Agent For statistics on individual Skillsets view the Agent Activity Report by Skillset Why are Outgoing Calls sometimes
36. calculated as follows Pre AnCS AbC Pre 100 Reporting for Contact Center Reports Explained 22 Reports Explained Indirect Call Every time a direct call is transferred between Skillsets the call is counted as an Indirect Call Therefore a call to a Contact Center generates a single Direct Call and zero or more Indirect Calls Indirect Calls are those moved to a Skillset by means of the Move to Skillset Call Routing step or manually transferred to the Skillset Control DN Note A non agent transferring a non Contact Center call to the Control DN of a Skillset will count as a Direct Call because this call has not been handled by either an individual member of another Skillset nor has it been handled by the call routing of another Skillset However an Agent transferring a non Contact Center call to the Control DN of another Skillset will count as an Indirect Call because that call has been transferred by a member of another Skillset Multimedia Call A call generated and processed through the Nortel Multimedia Contact Center MMCC A button can be placed on a business s website that can be clicked to initiate a multimedia call to a Skillset in the Contact Center The multimedia call may involve a Follow me browser session a Chat session and may include a real time voice call Outgoing Calls Calls made to a number outside the Business Communication Manager BCM Not an internal or intercom call Presented Ca
37. d Call that was abandoned within the time period stipulated in the relevant Time Bin is included in the figure and as a percentage of the total number of abandoned calls Formula N A NN40010 600 Reports Explained 33 Abandoned Calling Line ID Report An example Calling Line ID Report is shown in Figure 10 Calling Line ID Report E Report Yiewer Microsoft Internet Explorer NORTEL Company Name Danishmend Hotels Report Title Abandoned Calling Line ID Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 43 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Time of Day Timeto Abandon 02 Mar 2006 09 Mar 2006 13 Mar 2006 14 Mar 2006 17 Mar 2006 21 Mar 2006 03 Apr 2006 13 Apr 2006 24 Apr 2006 08 May 2006 09 May 2006 15 May 2006 17 May 2006 May 2006 8H D Figure 10 Abandoned Calling Line ID Report Summary This report displays the Calling Line Identification if known of Abandoned Calls Reporting for Contact Center Reports Explained 34 Reports Explained The Abandoned Calling Line ID Report lists various items regarding the Abandoned Calls for the Skillsets included within the report The data and the time at which each call was abandoned is listed together with the Calling Line ID of the call when it is known and the amount of time the caller waited before hanging up Calling ID is not always known When Reporting for Co
38. do not feature in any of the reports That means any calls that arrive in the system will only be counted in the reports if the report period selected encompasses the entire duration of the call that is the call must enter the system after the From Date and From Time and end before the End Date and End Time of the report For example a call arrives at 07 55 to the Skillset queue and remains for 6 minutes before it is answered by an agent at 08 01 the agent has 4 minutes of talk time before ending the call at 08 05 If you generate a report from 08 00 to 12 00 no part of this call will be shown in the report that is it will not be shown as a presented call and an answered transaction To see this call you will have to generate that report for the entire period of the call which would be 07 55 to 08 05 This applies to the following reports e Answered Calls Report Abandoned Calls Report Abandoned Calling Line ID Call Average Report Agent Average Report Incoming Call Report Call Profile Report Summary Report Agent Profile Report Agent Activity Report Agent Average Report by Agent e Agent Activity Report by Skillset Report Periods Manually generated reports can be produced for any elapsed period of time up to a year in length For example a report that covers the period from 12 00 p m Tuesday to 4 15 p m Thursday can be produced The pre defined limitation on the time frame a manually generated report can include is a maximum of one
39. e The Browse tool automatically provides a file extension unless you specified your own file extension NN40010 600 Introduction 17 Page Range You can specify to export the entire report or to export a page range To export the entire report select All To specify a page range select Pages and specify the start and end page of the section you wish to have exported in the From and To fields Note The All option and the From and To fields are unavailable if the report contains only a single page Exporting the Report After you select the settings such as file name and file format click OK to export the report After the report is exported Reporting for Contact Center will offer to open it as shown in Figure 5 Report Viewer Export Click Yes to view the report Report Viewer Export The report has been exported Would you like to open it No Figure 5 Report Viewer Export Note If you have not used the appropriate file extension for the selected file format or you do not have the appropriate viewer installed on your PC then Reporting for Contact Center does not appear Report Magnification Select the required report magnification from the list Report Navigation Use the Arrow icons and the Page field to move forwards or backwards one page directly to the first or last page or directly to a specific page Entering a page number into the Page field and pressing Enter moves you directly to that field
40. e Grouping 99 Grouping 85 07 20 51 SKILL1 1 48 52 03 43 53 SKILL2 2 34 22 07 46 00 SKILL3 3 17 10 19 60 58 Ej Done ee Lecalintranet o Figure 11 Agent Capacity Report Summary This report displays the occasions when there were no logged in agents available to answer incoming Contact Center calls That is it details the instances the duration and the total NN40010 600 Reports Explained 37 duration of all periods when all Agents were occupied simultaneously Reasons that Agents are unavailable include they are already on an incoming or outgoing call or they are Not Ready The Agent Capacity Report indicates how often and for how long the Contact Center was working at its maximum Agent capacity The Agent Capacity Report does not consider instances when there were no Agents signed in it only reflects staffed periods Note If the Report includes more than one Skillset the Grouping values represent the cumulative amount of time for those periods that all Agents were unavailable totaled for all Skillsets and the number of instances totaled for each Skillset Logic The time is noted when all logged in Agents are unavailable to answer a call and when an Agent becomes available to take a call The duration between these two times indicates the amount of time that there were no agents available Report Fields A description of each of the fields in the report ID Skillset ID Formula N A Name Name of Ski
41. e a particular Skillset due to an overflow rule The overflow rules that cause a call to leave a Skillset are as follows Move to Skillset Transfer to Mailbox Transfer to Auto Attendant Transfer to Operator Transfer to CCR Presented Calls that Left Skillset via Routing Table Number of calls that leave a particular Skillset due to the Routing Table step This number does not include calls that have left the Skillset because of the Transfer to External or the Transfer to Extension routing steps PSTN Call Public Switched Telephone Network Call a regular voice call Statistical Time Bins A collective term for the Abandoned Time Bins and the Answered Time Bins Time to Answer The total amount of time a call was active in Skillset call routing queuing or receiving other call treatments such as delayed answer This time also includes the time that a call is ringing on an Agent s handset before it is answered Time to Abandon Time elapsed until the call was abandoned which is displayed in the format hh mm ss Reporting for Contact Center Reports Explained 24 Reports Explained Transactions Answered Each Agent that treats a call is recorded as a separate transaction For example if a call is answered by Agent A and transferred to Agent B each portion of the call is considered a Transaction of the same call The number of calls is 1 but the number of transactions is 2 Transactions Answered
42. e caller before they were connected to an agent or other endpoint like voicemail or operator for example Abandoned Time Bins A series of six user defined time intervals is used in the statistical analysis of Abandoned Calls Nortel Reporting for Contact Center provides a report on the numbers and percentages of incoming calls abandoned within each of the intervals specified in the Abandoned Time Bins A seventh Time Bin is also used to gather information about all calls that are abandoned after the interval specified by the sixth user defined Abandoned Time Bin NN40010 600 Reports Explained 21 Answered Time Bins These are a series of six user defined time intervals used in the statistical analysis of Answered Calls Nortel Reporting for Contact Center provides a report on the numbers and percentages of incoming calls answered within each of the intervals specified in the Answered Time Bins A seventh Time Bin is also used to gather information about all calls that are answered after the interval specified by the sixth user defined Answered Time Bin Activity Code Pegs Each time an Activity Code is entered it pegs or increases the usage count for that Activity Code in increments of one Activity Code reports display the usage counts or peg totals for the Activity Codes included within the reports Control Directory Number The Control Directory Number Control DN or CDN is the extension number of a Contact Center Skillset The
43. e divided by 120 calls 0 35 seconds This is then rounded down to 0 Q Why sometimes can the Break Time instances field be higher than the number of CC Transactions Answered by Agent A Break Time instances are not linked with calls in this report and will still be counted even though the call may have entered the system before the report period For example a call can enter the system at 07 55 be handled by an agent at 08 01 and disconnected at 08 05 the agent then has 30 seconds break time If the report is generated from 08 00 to 12 00 the report will not show the call because it originated before the report period at 07 55 but it will still display the Break Time the agent took from that call because the break time occurred after 08 00 NN40010 600 Reports Explained 49 The Agent Activity Report by Skillset and Agent Average Report by Agent do link break time with the preceding call so in the scenario above not only would you not see the call but you also wouldn t see the break time associated with that call If you wish to see this then generate these reports instead Report Fields A description of each of the fields in the report CC Transactions Answered by Agent Number The instance total for an Agent on a Transaction this includes all calls including Transfers and overflows Formula CC Transactions Answered by Agent Number AnCTA CC Transactions Answered by Agent Average Incoming Time The
44. e period Formula N A Break Instances Total break instances recorded for the Agent while taking calls for that Skillset for the selected Skillsets and time period Formula BkT NN40010 600 Reports Explained 99 Break Time Total time an Agent spent on breaks while taking calls for that Skillset for the selected Skillsets and time period Formula N A Reporting for Contact Center Reports Explained 100 Reports Explained System Configuration Report Figure 30 System Configuration Report shows an example System Configuration report e Report iewer Microsoft Internet Explorer x amp amp fo zj Mal 1 of i Preview NORTEL Company Name Report Title Report Created Schema Version Contact Centre Connection Logging User Admin Company Details Summary pros Danishmend Hotels System Configuration Report 23 May 2006 18 31 Schema Version App Server Platform App Server Version Contact Centre Platform Contact Centre Version IP Address etwork name Make historical data requests every Connection Security Select an IP Address Wallboard and Real Time Refresh Interval Status Logfiles location Reports Explained Help 2 0 2202 1 U nix 0 0 2239 27010 TUX C allCenter_41 01 22 16_02_17_2006 10 1 1 103 8088 15 Minutes HTTPS 10 1 1 51 1 Second s Log Stopped C Program FilesH orte Reporting for Contact CenteriLOGS First name Surna
45. edia 0 0 0 0 0 0 0 0 0 0 0 0 Presented lt 00 10 lt 00 20 00 30 00 40 00 50 lt 01 00 gt 01 00 Calls Abandoned 2 11 2 11 4 22 4 22 neS SETS 3 23 3 23 2 15 Bea ao RE a a a e oae a 0 0 0 0 0 0 0 0 0 0 0 0 Presented 00 10 00 20 00 30 lt 00 40 lt 00 50 01 00 gt 01 00 Calls Abandoned Figure 8 Abandoned Calls Report Summary For each of the Skillsets included in the report the total number of abandoned calls is displayed Each Abandoned Call within a Time Bin is also displayed This figure is also represented as a percentage of the total number of Abandoned Calls NN40010 600 Reports Explained 31 This report indicates the number of calls received and how long Abandoned Calls waited before they hung up Voice PSTN calls and Multimedia calls are listed separately and totaled for each Skillset and for the report total Both figures and the percentages are provided The breakdown is based on Abandoned Time Bin values which are specified in the Reporting for Contact Center Setup and Operations Guide NN40040 302 and also in this guide under the section Report Definitions See Abandoned Time Bins on Page 20 In this example Time Bins increments range between 10 seconds and 1 minute The seventh Time Bin captures any call that is abandoned after waiting more than minute See Figure 9 Abandoned Calls Graph 3 Report iewer Microsoft Internet Explorer x amp amp fjo x
46. eeeeeeeeeeneeceeeeeceaeeeeaaeseeeeeseaeeesaeeteneeeeaees 9 Introductio m seai e eaae e aS E EEE Eea SO OTEREN aSo 11 Fundamental Concepts cccccceccceceeeeeceeeeeeeeeeceeeeceaeeesaaeseeeeeseaeeesaeeseaaeseeeeesaas 11 ImMprogresS CallSienam sate ccalecvivacsSe E RE 11 Repon PCOS rera rn E E E E EE Pee ae eee 11 Skillset Selection ee eee cece eeeeeeeeeeeeeeaeeeeaaeeeeneeceaeeeeaaeseeeaeeseaeeesaaeseenaeeseeeeeaas 12 Public Switched Telephone Network Call PSTN and Multimedia Calls 12 Direct Orc oMerncueepenre cece pereerere a a NE 12 IAGIFECT CANIS 20632 vesscters artes Saas ete be chayacaSeeadvaeaenag a e a a a a sec oves NE 12 Calls and Transactions ccccccscceeeececeeeceeeaeeeeeeeeseaeeeeaaeeeeneeseeeesaeeseaeeeeeeeeaas 12 Transactions and Direct and Indirect Calls ccceceseeeeeseeeeeeeeeeeeeeeneeeeeeeees 13 Contact Center Transactions cccccccccceeeseeceeeeeceeeeecaeeeeeaeseeeeeseaeeesaaeeeeneeee 13 Non Contact Center Transactions ccccccssceeeeeeceeeeeeeaeeeeeeeseeeeeesaeeseeeeeaees 13 Repor CONC PIS sites avhetbezes ce sah a a A a E E darters 14 Report Headers esadi eira aeaiia eai E AeKa E AETA E E S 14 Report Viewer Toolbar sssssssssesssesseesssesssesssesssnsreessresrnnsttnntnntrinnstnnernnenn nenn 14 Printing a Report osooso iiis aeeaiei ae iira Ai N a a a EEA iA 15 Exporting a Raport essione aidea aiai AREARE Aaa NARA 15 Report Magnification enisinia dii eia 17 Repor
47. ently requires the help of a Supervisor without alerting the caller Reporting for Contact Center Reports Explained 40 Reports Explained that a supervisor is being called in It is not intended for routine consultations or when the Agent is not on a Contact Center call However new Agents to your Contact Center will most likely use the Help feature more frequently during their initial training period This report can be used to monitor the progress of new Agents because over time they should make fewer Help requests It can also be used to determine if a particular customer has complex or troublesome requirements The Calling Line ID where known is displayed and associated with each Help Request This provides a record of who phoned into the Contact Center and the Agent who requested the additional help Logic Every help request a supervisor answers is recorded within the reports database Report Fields A description of each of the fields in the report Supervisor ID Login ID of the supervisor who answered the help request Formula N A Supervisor Name Name of the supervisor who answered the help request Formula N A Time of Day Time at which the help request was made Formula N A NN40010 600 Reports Explained 41 Date Date on which the help request was made Formula N A CLID Calling Line Identification of the caller if this is not available then the Target Line number is displayed if that is
48. eport by Number of Pegs shows an example Activity Code Report by Number of Pegs zs Report iewer Microsoft Internet Explorer E ol xj Reports Explained Help x amp amp fiox A af 1of1 gt j Preview NORTEL Company Name Danishmend Hotels Report Title Activity Code Report By of Pegs Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 49 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Agent Activity Code Activity Code Pegs Average Time Time Agent 1 1 Total 00 05 46 Sales 00 02 30 00 00 25 00 00 19 00 00 20 00 00 02 00 00 51 00 02 34 00 00 02 00 00 03 00 00 03 00 05 05 00 00 32 00 00 01 00 00 02 00 01 32 00 04 44 00 04 44 Support 00 00 40 Test 00 00 02 NO PEG 00 02 34 Agent 2 2 Total 00 15 23 Sales 00 00 02 Support 00 00 03 Test 00 00 03 NO PEG 00 15 15 Agent3 3 Total 00 01 35 Sales 00 00 01 Test 00 00 02 NO PEG 00 01 32 Agent4 4 Total 00 09 28 NO PEG 00 09 28 wih a m on 2 on E o E Done Figure 20 Activity Code Report by Number of Pegs Summary This report illustrates the usage Activity Codes pegging grouped by Agent and broken down for each Activity Code ranked according to their usage by each Agent within each Skillset Reporting for Contact Center Reports Explained 70 Reports Explained Each Agent s Activity Codes are listed in descending order of use together with t
49. es different to the Transactions Answered in the Call Average Report A This report displays Agent based statistics Whereas the Call Average report is Skillset based thus displaying additional transactions coming in to the Contact Center like Answered by Voicemail Q Why does the Agent Average Report by Agent report display two transferred calls when the Agent Activity Report by Skillset report only show one transfer A The Agent Average Report by Agent report displays all activity for all Agents who have logged into the Skillset However the Agent Activity Report by Skillset report displays activity for that Skillset only hence only one transfer because that s all the transferred calls in that Skillset Q Why do the Break Instances and Break Time fields contain different values compared to the Agent Average Report Agent Profile Report and Agent Activity Report A The Agent Average Report by Agent calculates break time for break time instances that immediately follow a call rather than the total break time for the agent in that period unlike the Agent Average Report Agent Activity Report and Agent Profile Report For example following a call that enters the system at 07 55 00 and ends at 08 05 00 the Agent has 30 seconds of break time from 08 05 00 to 08 05 30 Because the Agent Average Report by Agent associates this break time with the Call that preceded it when generating a report between 08 00 and 12 00 the ca
50. ested Skillset only you need to run the same report for each Skillset that each of the multi Skillset Agents was logged into to receive a complete report of their activity Logic The report is generated based on Skillset but displays Agent activity for other Skillsets they have logged into and not only the selected Skillset in the report generation screen even if they were not a multi Skillset Agent Note This report does not display all activity for an Agent therefore totaling all of the Agent activity times will not equal the logged in time Certain times can overlap For example an Agent with an answered call on hold while making an outgoing call will accrue incoming and outgoing durations simultaneously Furthermore an Agent may log out while on an incoming call They can therefore accrue incoming time beyond their logged in session Additionally other activities not included in the report are Ringing State and Not Available state Ringing State is when calls are ringing on the Agent s handset Not Available or Busy state is the time when Agents are not available to take calls These activities do not form part of the logged in time nor the total logged in time o You CANNOT add up the times in this report up and expect them to match the total logged in time for the Agent FAQ Q A Q A Does the Agent Activity Report include all Agent activity for whatever Skillset they logged in to
51. gazine or publication in which advertisements had been placed and each incoming caller was asked to indicate where they saw the advertisement they were responding to this data can be used to indicate which publications are the most effective advertising vehicles Activity Codes can be used to identify different types of calls For example a Help Desk could have Activity Codes for different products that they support The data can then be examined to determine which products generate the most calls or which product support calls have the highest average talk time Activity Codes can be used to represent Agent activity as a result of a call For example Activity Codes could be established to represent Credit Account Application Letter Sent or Catalogue Posted and so on Logic This report displays Activity Code usage grouped by Activity Codes and grouped again for each included Skillset Each line of data is a total of Activity Code pegs that were entered over the period selected in the report generation Report Fields A description of each of the fields in the report Activity Code Name of the Activity Code as entered in the CallPilot Manager Formula N A Skillset Skillset the peg is recorded against Formula N A NN40010 600 Reports Explained 65 Activity Code Time Pegs The portion of the call when pegging was selected Time is allocated to a peg proportionally dependent on the number of pegs entered at one
52. he average call duration time the number of pegs entered and the accumulated time of all the calls that were associated with each Activity Code The data can be used to determine which activities or call types each Agent spends the most time on or has been most frequently involved with Logic This report is generated for a select number of Skillsets It groups the Activity Code usage of each Agent who entered Activity Codes in the period covered by the report and then lists the Activity Codes together with their peg count and total durations Each line of data is a total of Activity Code pegs for a single Activity Code for a single Agent over the period selected for the report Report Fields A description of each of the fields in the report Agent Agent that entered the Activity Code Formula N A Activity Code Activity Codes used by the Agent If this is blank then the Agent does not have any pegs recorded against them Formula N A Activity Code Time The portion of the call when pegging was selected see Activity Code Time under the report explanation of the Activity Code Report by Agent NN40010 600 Reports Explained 71 Formula N A Pegs Number of times a peg was used Formula ACP Average Time Average call time associated with that peg for that Agent Formula Total Time for each peg ACP Reporting for Contact Center Reports Explained 72 Reports Explained Summary Report Figure 2
53. ia 00 00 00 00 00 00 00 04 44 00 01 16 gt 00 00 00 gt a a a gt a w K Voice 00 04 44 00 01 16 Figure 28 Agent Average Report by Agent Summary This report displays Agent activity grouped by Agent then broken down by Skillset This report reviews the work each Agent has performed in each Skillset they have logged into A report may include a single Skillset or multiple Skillsets NN40010 600 Reports Explained 93 If an Agent is logged into more than one Skillset and those Skillsets are included in the Report then the activities of the Agent are segregated so that the work in each Skillset is separately displayed Logic The Agent Average Report by Agent is generated for a selection of Skillsets Each group of data represents Agent activity in a certain Skillset calculated into averages This report displays the activity of agents who logged into the selected Skillset during the period of the report Note If an Agent was not logged into one of the selected Skillsets they may still have activity associated with one of the selected Skillsets For example they may have received overflow calls or received a call manually transferred to them from an Agent in one of the selected Skillsets or for any other transfer of call method that temporarily adopts the Agent into the Skillset for the duration of the transferred call FAQ Q Why are the CC Transactions Answered by Agent valu
54. ins values which are specified in Reporting for Contact Center Setup and Operations Guide NN40040 302 and also in this guide under the section Report Definitions See Answered Time Bins on Page 21 There are six Time Bins A seventh Time Bin which captures all values higher than the sixth Time Bin is appended automatically A graphical representation of the number of calls in each of the Time Bins is also included in the report as shown in Figure 7 Answered Calls Graph Reporting for Contact Center Reports Explained 28 Reports Explained Z Report Viewer Microsoft Internet Explorer x amp amp fiox n a4 2 of 2 gt gt do Preview Reports Explained Help Answered Calls Report Answered Calls Graph E Time an1 Time bh 2 Tme 63 Time Bie B Time bh 6 gt Timebins Figure 7 Answered Calls Graph In this example Time Bins increments range between 10 seconds and 1 minute The seventh Time Bin captures any call that is answered after waiting more than one minute Any Skillset Supervisor can review the figures of an Answered Calls Report to determine how long the calls answered in Skillsets had to wait before they were answered The report example shows large data values in the first and second Time Bins indicating that incoming callers are generally answered within 10 20 or 30 seconds Very few calls wait longer than 30 seconds to be answered No callers are required to
55. irectly presented to an Agent Q Which skillsets handled the calls in the Left Skillset via Overflow Table column A The report does not say which Skillset eventually handled these calls However if you look at your overflow table you can find out which Skillset these went to based on the rules Report Fields A description of each of the fields in the report Direct Calls Total Direct Calls for a Skillset in the selected Skillsets and time period Formula PreD NN40010 600 Reports Explained 87 Indirect Calls Total Indirect Calls for a Skillset in the selected Skillsets and time period Formula Prel CC Transactions Answered by Agent Total Agent answered Transactions answered for the selected Skillsets and time period Formula AnCTA CC Transactions Answered by Voicemail Total Voicemail Answered Transactions for the selected Skillsets and time period Formula AnCTVM CC Transactions Answered by Operator Total operator Answered Transactions for the selected Skillsets and time period Formula AnCTO CC Transactions Answered by Overflow Agent Total Transactions an Agent answered that were sent through the actions of the overflow rules configured in CallPilot Manager the Agent maybe part of another Skillset but the call still belongs to the original Skillset Formula AnCTOA CC Transactions Answered by Non Agent Total non Agent answered Transactions for the selected Skillsets and time
56. l types and an average of call lengths and grades of service is also provided FAQ Q Why is the Presented Calls Handled in Another Skillset different to the CC Transactions Handled In Another Skillset in the Call Profile Report A The Calls Handled in Another Skillset column in the Summary Report does not include Manual Transfer to Skillsets when already answered This column is only interested in calls that have been answered the first time not when the calls have already been answered Q Which Skillsets answer the Transactions in the CC Transactions Answered column A The call transactions in this report include all transactions answered in the each of the Skillsets Remember that a transferred call borrows the Agent in to that Skillset even if they are not logged in to it For example Agent A transfers a call from Skillset 1 to Agent B who is not logged in to that Skillset they are logged into Skillset 2 only they are temporarily borrowed into this Skillset Skillset 1 and the Call Transactions Answered By Agent field is incremented by 2 for each answered transaction of the call Q Why is the Average Time to Answer duration in the Call Average Report not the same as that in the Summary Report A The Average Time to Answer in the Call Average Report is calls based and is calculated by dividing the total time by the total number of calls answered Whereas the Summary Report is transaction based and calculates the A
57. less than in other reports The Agent Profile Report displays activity for the Agent between the login periods displayed in the report for all the Skillsets they are logged into not the entire report period selected for the report For example Agent Helen logs into Skillset Sales at 9 00 and makes 5 outgoing calls till 10 00 When she logs into Skillset Performance she then makes a further 5 outgoing calls until 11 00 when she logs out of both skillsets If you generate this report for the day for the Performance Skillset it will show her login activity for the Performance Skillset only but the activity shown will be across all her Skillsets Between 10 00 and 11 00 the time she was logged into Performance she made 5 outgoing calls this is what will be displayed in the report If for example you generate an Agent Average Report it is not reporting on the login activity of any particular Skillset and will simply display all call activity between the report selection dates across all Skillsets Report Fields A description of each of the fields in the report Agent Logged in time Total logged in time for the Agent in the selected Skillset Formula N A Agent Available Time Time available in the selected Skillset Formula N A Reporting for Contact Center Reports Explained 54 Reports Explained Agent Not Ready Time Total Not Ready time of the logged in time for the selected Skillset Formula N A Agent Break Time
58. ll and break time will not be displayed On the flip side the Agent Average Report Agent Activity Reporting for Contact Center Reports Explained 94 Reports Explained Report and Agent Profile Report will display the activity because it does not associate this activity with the call but rather as a separate activity for the agent Report Fields A description of each of the fields in the report CC Transactions Answered by Agent Total Agent Answered Transactions for the selected Skillsets and time period Formula AnCT CC Transactions Average Incoming Time Average duration of a Transaction for the selected Skillsets and time period Formula Total Incoming Time AnCT Break Instances Total breaks taken for the selected Skillsets and time period Formula BkT Average Break Time Average duration of a break for the selected Skillsets and time period Formula Total Break Time BkT Outgoing Calls Number of outgoing calls made in the selected time period Formula Out NN40010 600 Reports Explained 95 Average Outgoing Call Time Average duration of an outgoing call during the selected time period Formula Total Outgoing Time Out Reporting for Contact Center Reports Explained 96 Reports Explained Agent Activity Report by Skillset Figure 29 Agent Activity Report by Skillset shows an example Agent Activity Report by Skillset 3 Report Yiewer Microsoft Internet Explorer FE Reports Ex
59. lls The number of all calls presented to a Skillset This is the summation of the Direct and Indirect calls Presented Calls Abandoned Abandoned Calls are calls in which the incoming caller hangs up when the call is held at the Skillset Control DN Presented Calls Answered An Answered Call is a Call that was presented to a Skillset and it was neither abandoned nor disconnected and it was answered within this Skillset It could be answered by an Agent or voicemail Presented Calls Answered after the Primary Alert before secondary The number of calls that are answered after the time specified as the primary alert threshold but before the time specified as the secondary alert threshold NN40010 600 Reports Explained 23 Presented Calls Answered before the Primary Alert The number of calls that are answered before the time specified as the primary alert threshold Presented Calls Answered after Secondary Alert The number of calls that are answered after the time specified as the secondary alert threshold Presented Calls Handled in Another Skillset Calls that left a Skillset and entered another Skillset because of an Overflow Rule or any other Routing Condition or Step or that were manually transferred to another Skillset The fate of these calls is recorded in the reports for the Skillset they have moved to not in the Skillset they leave Presented Calls that Left Skillset via Overflow Number of calls that leav
60. llset Formula N A Instances when No Agents were Available to Answer Incoming Contact Center Calls The number of separate occasions when there were no agents available to answer incoming Contact Center calls Reporting for Contact Center Reports Explained 38 Reports Explained Formula N A Total time for all those instances The duration of all of the instances when no agents were available to answer an incoming Contact Center call Formula N A NN40010 600 Reports Explained 39 Help Request Report Figure 12 Help Request Report shows an example of a Help Request report A Report Viewer Microsoft Internet Explorer provided by Blopenworld x fox ie cf tot gt rim db NORTEL Company Name Danishmend Hotels Report Title Help Request Report Report Period 18 May 2005 00 00 to 29 Jul 2005 11 15 Report Created 29 Jul 2005 14 26 Data Timestamp 29 Jul 2005 11 14 Supervisor ID Supervisor Name Time of Day fi Not recorded 40 03 55 Agentd 09 43 48 14 Jul 2005 __ Eroare Figure 12 Help Request Report Summary The Help Request report lists the instances of each help request that a supervisor answered A rejected request is rejected on an Unanswered Help Request Report If the Calling Line ID is not shown the line number is shown Usage Example The Contact Center Supervisory Help feature is intended for use in emergency situations when an Agent is on a call and urg
61. me RCC Username Language Assign Wallboards Administrator System Manager Admin admin United Kingdom English Yes Yes Danishmend Hotes Figure 30 System Configuration Report The System Configuration report provides a means to view and print settings that have been configured for your system together with some other information that can assist support personnel NN40010 600 Reports Explained 101 This report can also be used to manually re configure an installation of Reporting for Contact Center if it must be re installed on another PC due to hardware failure Reporting for Contact Center Reports Explained 102 References References 1 Khan Aisha Reporting for Contact Center Setup and Operations Guide NN40040 302 Document Version 02 NN40010 600 103 Index A Abandon Time Bins 20 Abandoned 18 20 22 23 30 31 32 33 34 44 74 78 85 88 Abandoned Call 18 20 22 30 31 32 33 34 74 Abandoned Call Report 30 Abandoned Calling Line ID Report 31 33 34 Abandoned Time Bins 20 23 31 11 Activity Code 20 21 63 64 65 66 67 69 70 79 Activity Code Report by of Pegs 69 Activity Code Report by Agent 66 69 78 Activity Code Report by Skillset 63 Adobe 16 11 12 13 18 20 21 22 24 25 27 36 37 39 41 43 46 47 49 51 52 53 54 56 57 58 59 60 61 62 64 66 67 69 70 78 82 87 91 92 93 94 96 97 98
62. narren ia e iia e a e A E E R a EE ae tah a A eel 60 Figure 18 Activity Code Report by Skillset cies e eei aee e AREER a a EA S A E 63 Figure 19 Activity Code Report by Aseh nerie e a E A a n EA E 66 Figure 20 Activity Code Report by Number of Pegs cceceescssssecssessseseceeeecseeeecsaecseesecseesecneeecsaeeeesaceaeeeeeaecateaeenees 69 Figure 21 Summary Rep rter arn e aa E a R rE a a a e R 72 Figur 22 Summiary Report Graphs Page ssc cccc ie e ae R E batesh Sates oc hieole tate AE TR EAR RR 73 Figur 23 Call Profile Reports feeda a a e tahoe a e troe tubes ae eed E A aesteel Mea eeeiba anes 78 Figure 24 Call Profile Report Graph Page asc nni neeese rie Hae asair E aeea n Se EA r E Miereesnasgenhe 79 Fig re 25 Incoming Call Report asena m a e e Ra a e aE AA r Ea E ea A Sodom E E othe 84 Figure 26 Incoming Call Report Graph Page minnene eriein k asarei aa e A R A E EEA ESR AS 85 Figure 27 Unanswered Help Request Report synene ineeie anaie aE E E A AE aA iE a 90 Figure 28 Avent Average Report by Agentii neeese ranr ie aeea EE E EE E EEE EE AE E ae 92 Figure 29 Agent Activity Report by Skillset 0 0 0 ete eeescsessececesecsceecesecseeseesecscesseeesesecasesecnesscessesessnesaeseseaeceseeeonees 96 Figure 30 System Configiiration Report chic ganssie hounds ilo meee aaa pment EEEE 100 Reporting for Contact Center Reports Explained 6 List of Tables List of Tables Table 1 The Available Report Export Fo
63. not available then the Physical Line number is displayed Formula N A Agent ID Login ID of the Agent who issued the help request Formula N A Agent Name Name of the Agent who issued the help request Formula N A Reporting for Contact Center Reports Explained 42 Reports Explained Call Average Report Figure 13 Call Average Report shows an example Call Average report e Report Yiewer Microsoft Internet Explorer x amp amp fio a 1 off gt gt m oh Preview Reports Explained Help NORTEL Company Name Danishmend Hotels Report Title Call Average Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 45 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Answered Average Timeto Abandoned Average Timeto Answered Average Answer Abandon Answered Incoming Time Total 00 00 14 00 00 52 33 00 01 00 Voice 00 00 14 00 00 52 33 00 01 00 Multimedia 00 00 00 00 00 00 D 00 00 00 Click to activate and use this control SKILL1 1 00 00 13 00 00 49 17 00 00 21 Voice 00 00 13 00 00 49 17 00 00 21 Multimedia 00 00 00 00 00 00 0 00 00 00 SKILL2 2 00 00 17 00 00 55 12 00 02 14 Voice 00 00 17 00 00 55 12 00 02 14 Multimedia 00 00 00 00 00 00 0 00 00 00 SKILL3 3 00 00 08 00 00 00 4 00 00 03 Voice 00 00 08 00 00 00 4 00 00 03 Multimedia 00 00 00 00 00 00 0 00 00 00 tf SB bocatintranet Figure 13 Call Average Report Summary
64. nt is someone who is not logged into the Contact Center A non Agent answers a call that has arrived directly to their DN either through the routing table or by F70 transfer Q Are CC Transactions Handled in Another Skillset calls transferred from one Agent to another or internal transfers A These are call transactions that have been handled in another Skillset regardless of whether it has been answered or not This can include transferring to a Skillset CDN either through the routing table or by manual F70 transfer Q Which Skillsets answer the Transactions in the CC Transactions Answered column A The call transactions in this report include all transactions answered in the each of the Skillsets Remember that a transferred call borrows the Agent in to that Skillset even if they are not logged in to it For example Agent A transfers a call from Skillset 1 to Agent B who is not logged in to that Skillset they are logged into Skillset 2 only they are temporarily borrowed into this Skillset Skillset 1 and the Call Transactions Answered by Agent field is incremented by 2 for each answered transaction of the call NN40010 600 Reports Explained 81 Report Fields A description of each of the fields in the report Calls Presented to Skillset Direct Indirect Total presented calls both direct and indirect to the Contact Center for the selected Skillsets and time period Formula Pre CC Transactions Answered Total
65. ntact Center does not know the Calling Line ID it displays the channel or line number on which the call arrived This report can be used as the basis for a call back policy in which abandoned callers are called as a courtesy follow up This could be done selectively so that only the callers who held for the longest times before abandoning were called back as they were the ones who were most determined to get through and to make use of your services The report could also be checked for the Calling Line ID of Gold or preferred customers remember that you can search through on screen reports see Page 17 This report can also be used to determine the number of abandoned calls before or after the Contact Center is closed which can be used as an indicator of whether the Contact Center should be staffed for a longer period perhaps by a reduced skeleton staff on a rotational basis Alternately early and late callers could be advised of your hours of operation The Call Profile Report see Page 78 will also indicate where the peaks of the Abandoned Calls occur throughout the day The Abandoned Calling Line ID report will also indicate those callers who abandoned Logic This report only includes Contact Center calls that incoming callers terminate while held on a Control DN and before they have reached an Agent This includes direct and indirect calls to the Skillset If there is no Calling Line Identification CLID the report displays
66. number of Answered and Abandoned calls not equal the number of Incoming Call Transactions A The Incoming Call Transactions are the number of Answered Transactions and so does not include the number of Abandoned Transactions Note Calls are Different to Transactions for a definition can be found on Page 12 Call Transactions Q Why does the number of Answered calls not equal the number of Answered Call Transactions A Each Agent handling a call is recorded as a separate transaction If a call is answered by Agent A and transferred to Agent B two transactions will be recorded for the same call So the number of Answered Calls will be 1 but the number of Answered Call Transactions will be 2 Q Why is the Average Time to Answer duration in the Call Average Report not the same as that in the Summary Report A The Average Time to Answer in the Call Average Report is calls based and is calculated by dividing the total time by the total number of calls answered Whereas Reporting for Contact Center Reports Explained 44 Reports Explained the Summary Report is transaction based and calculates the Average Time to Answer by dividing the total time by the total number of transactions made One call can comprise of one or more transactions such as when a call answered by Agent is transferred to and answered by Agent 2 Here two transactions occurred for one call made to the Contact Center Report Fields A descripti
67. o E eee ih lad cacet densi E a vend Soca scence vend ababeck E edievents 14 Report Viewer ToolBar 3s ss ciicadsees cathe bovieedeisieleaabe Sevens ei a E E tes seo ast E E aa dade Denia 15 Report Printer Selection Window cessesssscssesecseeeeceseseeecsseeeesaecacesecnevsccsaeeeesaecasesecseesueceesaesseeseeneseeeaees 15 Export Report Window vecsstitive ees taten ronyons araeo e aeei oe AEE a EE E NET E a one eels es aaeoa ees 16 Report Viewer Export masene a a a E e E E E E AT 17 Answered Calls Report ced iseni cucuuens ssteostndes ioe e SEEE aE reu Eei vE ne o a E aE iaeei tioi 26 Answered Calls Graph senise nosni vies B E EEAS GEKE aad vies RKE A E E EEEE Eae 28 Abandoned Calls Rep Tt senosiose ire ieiti okee EREE EE EE EEE EEE A E SEEE SE KSEE 30 Abandoned Calls Graphives s seis cesecs 8 nn nnise i e DEKE E EES neVe VEE no Gucuetescas eeren ASEE SuSE 31 Abandoned Calling Line ID Report ocior inie ah E e E a E E Eeee eu Esis 33 Agent Capacity Report iccicanws tic penei e a acted EE Ern A E EEE e E dali NEE Eee Bowe 36 Help Request Reportes catseescesskess onsa sei eeaeee EE eE EKE E SEA ESEESE euE EE E EEN SEESE ieis 39 Call Average Repottivicsa csccisiuecrarices a caress s eee cates SEES EEE VEE E aces AEE ENE Ce ekis 42 Agent Averase RCPOr tes se ciscsi sect n a A Ee e S E E E S A 46 Agent PromlE Reports senrren iia earn e e a e A E ER et 51 Agent Activity Report ren a cope ER e E a E S A a T A e AA TR EARNE 56 Agent Audit Report
68. on of each of the fields in the report Presented Calls Answered The number of calls answered Formula Presented Calls Answered AnC Presented Calls Average Time to Answer The average time for a Contact Center call to be answered Formula Presented Calls Average Time to Answer Total Time to Answer AnC Presented Calls Abandoned The number of Abandoned Calls Formula Presented Calls Abandoned AbC Presented Calls Average Time to Abandon The average time for a Contact Center call to be Abandoned Formula Presented Calls Average Time to Abandon Total Time to Abandon AbC Transactions Answered The number of Contact Center transactions NN40010 600 Reports Explained 45 Formula Transactions Answered AnCT Transactions Average Answered Incoming Time The average duration of a Contact Center call Formula Transactions Average Answered Incoming Duration Total Incoming Call Time AnCT Reporting for Contact Center Reports Explained 46 Reports Explained Agent Average Report Figure 14 Agent Average Report shows an example Agent Average report J Report iewer Microsoft Internet Explorer x AE x Reports Explained Help x amp epo a 1 E gt m do Preview NORTEL Company Name Danishmend Hotels Report Title Agent Average Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 45 Data Timestam
69. onducted by any Agent logged in to any of the Skillsets included within the report is shown for all Skillsets in which they were logged not just the requested Skillsets during the report time period The report therefore shows the activity for multi Skillset agents for all of the Skillsets into which they were logged into during the report time period FAQ Q Why is the number of CC Transactions Answered by Agent in this report not the same as the number of Transactions Answered in the Call Average Report A The main difference between both of the reports is that the Call Average Report displays calls placed in that particular Skillset only whereas the Agent Average Report displays all Call Transactions for the Agent regardless of what Skillset they have logged into The Call Average report also reports on calls handled by devices other than an agent for example Voicemail The advantage of this is that the Agent Average Report enables the User to view Agent activity regardless of what Skillset they were logged in to without having to generate a report for each Skillset You can use the Agent Average Report by Agent to view a break down for each Skillset only Q An Agent makes 120 Outgoing Calls that lasted under a second each the total accumulated time is 42 seconds Why does the Agent Average Report display the Outgoing Calls Average Time as 00 00 00 A The Outgoing Calls Average Time in this example 42 seconds total tim
70. or a Multimedia Call Incoming Non Contact Center Call Time Time spent on incoming non Contact Center calls which are calls that came in directly to the Agent s DID line and not through the Contact Center Internal Call Time The time an Agent spends on internal calls Not Ready Time The duration of time when either the Agent invoked the Make Not Ready feature to indicate they are not available to take calls or the Contact Center placed the calls in the Not Ready state because the Agent did not answer a call or is active on an internal call The Not Ready State occurs when an Agent is accessing their voicemail or in a telset config session Additionally an Agent is in the Not Ready state when making an Outgoing call on a digital line until the call is answered at which time the call becomes an outgoing call Outgoing Call Time The time an Agent spends on calls made to a number outside the BCM It is not the time spent on an internal or intercom call which is the Internal Call Time Supervisor Monitor Time The time a Supervisor spends monitoring an Agent Reporting for Contact Center Reports Explained 26 Reports Explained Reports This section describes reports and provides example reports Answered Calls Report Figure 6 Answered Calls Report shows an example of the Answered Calls report B Report Yiewer Microsoft Internet Explorer keem gje i NORTEL Company Name Danishmend Hotels Repo
71. p 22 May 2006 14 06 Skillset SKILL1 C Transactions Answered Outgoing Calls by Agent Number Average Number Average Time Break Average Incoming Instances Break Time Time SKILL4 1 14 00 00 26 00 00 00 14 00 00 42 Voice 14 00 00 25 00 00 00 Multimedia 0 00 00 00 Agentti 1 14 00 00 25 00 00 00 00 00 42 Voice 14 00 00 25 00 00 00 Multimedia o 00 00 00 ECC C O ff i bocatintvanet Figure 14 Agent Average Report Summary The report displays the average durations of three Contact Center activities for each Agent NN40010 600 Reports Explained 47 These activities are Contact Center Transactions Average Incoming Time the Average Outgoing Call Time and the Average Break Time For the Incoming and Outgoing Call Times the number of calls is also provided The average time for the number of Transactions for each Skillset but grouped by Agent includes incoming Contact Center calls outgoing calls and breaks The Agent Average Report facilitates Agent comparison The Agents Average Incoming Transaction Time is listed Note This report covers incoming Transactions not only Direct and Indirect Incoming Calls see Page 12 Usage Example for Average Incoming Transaction Time If an Agent is exceeding the average on Incoming calls the following factors may exist Perhaps the Agent requires additional training Perhaps the Agent is adept in dealing with difficult or complex calls and the other Agents are
72. plained Help x amp efjo A ft ot gt rim Ob Preview NORTEL Company Name Danishmend Hotels Report Title Agent Activity Report by Skillset Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 18 30 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Logged in cc Incoming CC Break Break Time Time Transactions Time Instances Answered by Agent SKILL4 1 129 16 37 55 14 00 05 46 14 00 09 49 Agenti 1 129 16 37 55 14 00 05 46 14 00 09 49 SKILL2 2 126 19 52 02 00 26 24 00 05 14 Agent2 2 80 16 28 23 00 15 24 00 00 40 Agent3 3 21 01 43 24 00 01 32 00 02 02 Agent4 4 25 01 40 15 00 09 28 00 02 32 SKILL3 3 21 02 43 09 00 00 03 00 00 08 Agent3 3 21 02 43 09 2 00 00 03 00 00 08 CC S Figure 29 Agent Activity Report by Skillset Summary This report displays Agent activity for a selection of Skillsets grouped by Agent NN40010 600 Reports Explained 97 This report enables a review of the work in each Skillset All the Agents who have logged in to the Skillsets included in the report are reviewed Only the activity directly related to the appropriate Skillsets is displayed In the example in the figure Agent 4 has been logged into Skillset 1 Skillset 2 and Skillset 3 and so the report reviews Agent 4 s activity for each of these Skillsets Logic For each Skillset the average durations of six Contact Center statistics are displayed for
73. ports Explained 91 This report should be read in conjunction with the Help Request Report see Page 39 to establish the total number of Help Requests an Agent makes This report can also be used to determine if a Supervisor is refusing too many Help Requests Report Fields A description of each of the fields in the report Agent ID ID of the Agent whose help request was denied Formula N A Agent Name Name of the Agent requesting help Formula N A Date Date of the request Formula N A Time of Day Time of the request Formula N A CLID CLID of the caller Formula N A Reporting for Contact Center Reports Explained 92 Reports Explained Agent Average Report by Agent Figure 28 Agent Average Report by Agent shows an example Agent Average Report by Agent Z Report Yiewer Microsoft Internet Explorer NORTEL Company Name Danishmend Hotels Report Title Agent Average Report by Agent Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 18 28 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 cc cc Break Average Outgoing Average Transactions Transactions Instances Break Time Calls Outgoing Call Answered by foverage Time Agent Incoming Time SKILL14 1 14 00 00 25 Multimedia 00 00 00 00 02 34 00 00 00 gt a a 2 N 8 00 02 34 SKILL2 2 00 01 32 00 02 02 Multimedia 00 00 00 00 00 00 w SKILLS 3 00 00 02 00 00 04 Multimed
74. ransactions Abandoned Disconnected Answeredby Answered By Answered By Answered By Answered By cos Answered Agent Voicemail Operator Overflow Agents Non Agents Report Time Periods Presented Answered and Abandoned Calls o M preseredcalk z gu Preseredcalk 3 Answered 5 B Prsertdcak abandoned 328 zea 338 448 yas 438 948 998 338 FA Fa ge zc gos ge Fad ges Pes 5 2 5 3 se 5 a3 aa 62 a3 56 Period Note Reports do not include calls in progress Page 3 of 3 z Done 2 Local intranet Figure 24 Call Profile Report Graph Page Reporting for Contact Center Reports Explained 80 Reports Explained Logic The call profile report is generated for a range of selected Skillsets Depending on the selected date range the report is broken down into one of the following periods Hourly if the report period is less than 48 hours Daily if the report period is less than one month and Monthly if the report period is longer than one month Each line of data represents a total of each statistic within the Contact Center for the selected report period FAQ Q How does Voicemail answer calls in the Contact Center A Voicemail calls are answered if a call has overflowed or transferred to Voicemail or if the call is transferred to the Auto Attendant after it has been answered by the Contact Center that is the CCR Tree Q How does a non Agent answer a call A A non Age
75. rmats Table 2 Abbreviations for Formula Descriptions NN40010 600 Change History June 2006 1 Newrelease for GA NN40010 600 8 Change History NN40010 600 How to Use this Guide 1 Introduction This guide is designed to explain reports and the statistics they contain related to various call treatments and sequences of actions relating to calls How this Guide is Organized The Reporting for Contact Center Reports Explained guide is organized as follows How to Use this Guide Provides a brief overview of the organization of this guide Introduction Gives a background of the reports contained in the Reporting for Contact Center application Reports Explained Describes each report with examples of suggested usage frequently asked questions a description of the fields within the report and the formulas used to derive the values displayed in the fields References Lists Documents referenced in the body of this guide Index Provides a cross reference of topics in this document NN40010 600 10 How to Use this Guide NN40010 600 Introduction 11 Introduction 2 Fundamental Concepts This chapter details the concepts fundamental to understanding the background of the reports in the Reporting for Contact Center application In Progress Calls The reports display only information about calls that are completed at the time the report is requested That is in progress calls
76. rofile Report and Agent Activity Report A The Agent Activity Report by Skillset calculates break time for break time instances that immediately follow a call rather than the total break time for the agent in that period unlike the Agent Average Report Agent Activity Report and Agent Profile Report For example following a call that enters the system at 07 55 00 and ends at Reporting for Contact Center Reports Explained 98 Reports Explained 08 05 00 the Agent has 30 seconds of break time from 08 05 00 to 08 05 30 Because the Agent Activity Report by Skillset associates this break time with the Call that preceded it when generating a report between 08 00 and 12 00 the call and break time will not be displayed On the flip side the Agent Average Report Agent Activity Report and Agent Profile Report will display the activity because it does not associate this activity with the call but rather as a separate activity for the agent Report Fields A description of each of the fields in the report Logged in time Total time an Agent is logged into the Skillset not applicable to agents borrowed into the Skillset for the selected Skillset and time period Formula N A CC Transactions Answered by Agent Total Agent Answered Transactions for the selected Skillsets and time period Formula AnCT Incoming CC Time Total time of incoming Contact Center calls for the Agent within that Skillset and for the selected Skillsets and tim
77. rt Title Answered Calls Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 41 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 33 8 24 19 58 4 12 3 Z 3 A o 0 0 0 0 0 Presented 00 10 00 20 00 30 00 40 00 50 01 00 gt 01 00 Calls Answered 0 a 17 3 18 11 65 3 18 K 3 25 6 50 0 0 0 0 0 0 0 0 0 Presented 00 10 lt 00 20 lt 00 30 lt 00 40 00 50 01 00 201 00 Calls Answered 4 2 50 2 50 eyo a teatintranet Figure 6 Answered Calls Report NN40010 600 Reports Explained 27 Summary For each of the Skillsets in a report the total number of answered calls is displayed For each Time Bin the number of calls answered within that Time Bin is displayed This figure is also presented as a percentage of the total number of answered calls The Answered Calls report shows how long calls wait before they are connected to an Agent Voice calls and Multimedia calls are listed separately and totaled for each Skillset and for the report total The Answered Calls Report indicates the total number of Skillset answered calls included within the report Transactions see page 12 do not affect calls based reports Voice PSTN calls and Multimedia calls are listed separately and totaled for each Skillset and for the report total Both figures and the percentages are provided The breakdown is based on Answer Time B
78. rts Explained 67 Agents who have entered each Activity Code are listed together with the average call duration the number of pegs each Agent has entered and the accumulated time of all the calls that were associated with each Activity code per Agent This report can be used to determine which Agents have answered certain calls or performed certain call related activities such as performing a credit search or requesting a catalogue dispatch Logic This report displays the Activity Code usage for those agents who entered any of the selected Activity Codes over the period of the report Each line of data is the total Activity Code pegs entered over the period selected in the report Report Fields A description of each of the fields in the report Activity Code Name of the Activity Code as entered in the CallPilot Manager Formula N A Agent Agent that entered the Activity Code Formula N A Activity Code Time The portion of the call when pegging was selected see Activity Code Time under the report explanation of the Activity Code Report by Agent Formula N A Reporting for Contact Center Reports Explained 68 Reports Explained Pegs Number of times that peg was used Formula ACP Average Time Average call time associated with that peg for that Agent Formula Total Time for each peg ACP NN40010 600 Reports Explained 69 Activity Code Report by Number of Pegs Figure 20 Activity Code R
79. ry Alert Total Presented Calls answered before the primary alert threshold for the selected Skillsets and time period Formula AnCLP Presented Calls Greater than Primary Alert Total Presented Calls answered after the primary alert threshold but before the secondary alert threshold for the selected Skillsets and time period Formula AnCGP Presented Calls Greater than Secondary Alert Total Presented Calls answered after the secondary alert threshold for the selected Skillsets and time period Formula AnCS GOS Grade of service for the selected Skillsets and time period Formula Pre AnCS AbC Pre 100 Reporting for Contact Center Reports Explained 90 Reports Explained Unanswered Help Request Report Figure 27 Unanswered Help Request Report shows an example Unanswered Help Request report Report iewer Microsoft Internet Explorer x amp amp fix 1 of t gt gt i m a Preview Reports Explained Help NORTEL Company Name Danishmend Hotels Report Title Unanswered Help Request Report Report Period 22 May 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 18 27 Data Timestamp 22 May 2006 14 06 Agent ID Agent Hame Time of Day fepo a teeatintranct Figure 27 Unanswered Help Request Report Summary This report displays the instances of each unanswered help request where the supervisor declined an Agent s request for help NN40010 600 Re
80. t Navigationii 00 joo aide cn ate eens JA oh eae eae 17 Searching for Text within a REpOSt c ccccceeeseeceeececeeeeeeeeeseeeesaeeesaaeeeeeeeeeas 17 REPOS Ex Plaine sisidacsaseccacininttan ann iae baie itastuiuddastunettauteinadanbetedaatians 19 COVETVIGW S uana a a a a sadtdas sinh taltoaeeee ites Novae taauiihameviatts 19 Explanation of Terms Used within Reporting for Contact Center s s 20 Report Definition Sannan an a aa aaa iaaa iA a Eni aaia 20 Agent DERMIMNONS sssaaa aaa AA A 24 BLEEE AEE AEE E A ON E E A A T ANTA 26 Answered Calls R pott ccccccccceceeeeeceeeeeeeeeeeeeeceaeeeeaeeseeeeeseeeesaesseeeeeeeeees 26 Abandoned Calls Report sssssssssisssnsssrrssrnsrnsrnsinsstnssrnsstnssrnssrnnsrnnsrnnsnnnnnna 30 Abandoned Calling Line ID Re port ccccceeeeeeeeeeeeeeteeeeeeeeseeeesaeeeeeeseneees 33 Agent Capacity Report ccecceceeeeeeeceeeeeeneeeeeeeecaeeeseaeeseeeeeseaeeesaeeeeeeeeieees 36 Help Request Repor searre ASER EEA EE EAA 39 Call Average Report ssesssessssesssesssessserssnrssnssintstnnetnnetnnenrnettnnetnnennneenneen nenn 42 Agent Average Report sessssssssssrnesrsrnesrnnuestennnsrrnnnnntnneutnnnennunnanannaannnnnneetnnne 46 Agent Profile Report ccccccceceseeeseeceeeeeeceaeeeeaaeeeeeeeceaeeseaaesseeeeeseaeeseaaeseeneeees 51 Reporting for Contact Center Reports Explained 4 Table of Contents Agent Activity RepOi eeii a E e E EEEE 56 Agent Audit Repti Aneri EE
81. t the number of incoming calls answered calls abandoned calls calls handled in another Skillset and Unstaffed Calls are shown together with the Grade of Service expressed as a percentage The Summary Report includes five graphs shown in Figure 22 Summary Report Graphs Page Z Report iewer Microsoft Internet Explorer Reports Explained Help x amp amp fo z 2 of2 gt gt a Preview Summary Report Presented Calls Presented Cals a HR WH RK o kal o iA Presented Calls Answered Period Presented Calls Abandoned Presented Calls Handled in Another Skillset Another Skillset N o N CELL we UNa Presented Calls Handled in Presented Cals Abandoned h Period Period Grade of Service Period CC a S tccatintrenct Figure 22 Summary Report Graphs Page Reporting for Contact Center Reports Explained 74 Reports Explained Each graph is a bar chart profile of the report period This graph allows data correlations to be highlighted and then investigated using other more detailed reports Logic The summary report is generated for selected Skillsets Depending on the date range the report is broken down into one of the following periods Hourly if the report period is less than 48 hours Daily if the report period is less than one month and Monthly if the report period is longer than one month A summary of the totals of certain cal
82. time For example if 2 pegs are entered at the same time the Activity Code Time for those 2 pegs will be the length of the call divided by 2 If one peg is entered call time is recorded and another peg is then entered The first peg will record activity time up to the point that the second peg is entered The remainder of call time is allocated to the second peg Formula N A Number of times that Activity Code was used Formula ACP Average Time Average call time associated with that peg within that Skillset Formula Total Time for each peg ACP Reporting for Contact Center Reports Explained 66 Reports Explained Activity Code Report by Agent Figure 19 Activity Code Report by Agent shows an example Activity Code Report by Agent A Report Viewer Microsoft Internet Explorer Company Name Danishmend Hotels Report Title Activity Code Report By Agent Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 48 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Agent Activity Code Pegs Average Time Time 00 02 33 10 00 00 15 Agent 2 00 00 02 me Agenti 1 Agenti 1 Agent3 3 w Agent 2 w Agent4 4 Figure 19 Activity Code Report by Agent Summary This report displays the usage of Activity Codes or pegs which are grouped by activity and broken down into each Agent s Activity Code pegging NN40010 600 Repo
83. ts and time period Formula Pre AnCS AbC Pre 100 Reporting for Contact Center Reports Explained 78 Reports Explained Call Profile Report Figure 23 Call Profile Report shows an example Call Profile report Z Report iewer Microsoft Internet Explorer x amp amp fox z 4 T 1 of i boos df Preview Reports Explained Help NORTEL Company Name Danishmend Hotels Report Title Call Profile Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 50 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 Report Time Periods Presented Presented ce ce ce ce ce ce ce ce Calls Calls Transactions Transactions Transactions Transactions Transactions Transactions Transactions Transactions Disconnected Answered Abandoned Answered Answered Answered Answered Answered Handledin byAgent By Voicemail By Operator By Overflow By Another Agents Non Agents Skillset SKILL1 1 o Jan 06 Voice Multimedia Feb 06 Voice Multimedia Mar 06 Voice Multimedia Apr 06 Voice Multimedia May 06 Voice 19 Multimedia o Note Reports do not include calls in progress Figure 23 Call Profile Report Summary This report provides a profile of the Transactions within the Contact Center broken down into Hour Day and Month This report demonstrates numbers of calls presented to the Skillsets in the report and the number Answered Ab
84. umber of Unstaffed calls that is calls presented to the Skillset when no Agents are logged in and calls answered after the Secondary Alert Reporting for Contact Center Reports Explained 86 Reports Explained Logic The Incoming Call report is generated for a range of selected Skillsets Each line of data shows the number of incoming direct and indirect calls and the other columns show the treatment those calls received Treatments include being answered by Agent by Overflow Agent by Voicemail and calls that left the Skillset by means of the routing table This report s main focus is on Contact Center calls not transactions FAQ Q Where do Direct Calls come from A Direct Calls are calls placed directly to the Skillset That is these calls have not arrived through any other method like F70 transfer to Skillset CDN or transferred or moved in the routing table Q Are Indirect Calls handled by another Skillset Agent A No these are Contact Center calls that have arrived to a Skillset by some other method That is these calls have arrived through some other method like F70 transfer to Skillset CDN or transferred or moved in the routing table Q Why is the number of Agent calls displayed less than those stated in other reports Also the number of Voicemail calls is 0 but the Call Profile Report shows a number of calls answered by Voicemail A This report does not include manually transferred calls only calls d
85. verage Time to Answer by dividing the total time by the total number of transactions made One call can comprise of one or more transactions such as when a call answered by Agent 1 is transferred to and answered by Agent 2 Here 2 transactions occurred for one call made to the Contact Center NN40010 600 Reports Explained 75 Report Field A description of each of the fields in the report Presented Calls Total presented calls both direct and indirect the Contact Center received for the selected Skillsets and time period Formula Pre CC Transactions Answered Total answered Transactions including transferred calls within the Contact Center for the selected Skillsets and time period this statistic is not the same as answered Contact Center calls Formula AnCT Presented Calls Abandoned Total abandoned calls within the Contact Center for the selected Skillsets and time period Formula AbC Presented Calls Disconnected Total disconnected calls in the selected Skillsets and time period Formula Dis Presented Calls Unstaffed Total number of calls that came into a Skillset when there were no Agents logged into the Skillset for the selected Skillsets and time period Formula UsC Reporting for Contact Center Reports Explained 76 Reports Explained Average Time to Answer Average time for calls to be answered in the selected Skillsets and time period Formula Total Time To Answer AnC Average
86. wait more than a minute For the average call length refer to the Call Average Report see Page 42 Logic Calls that are transferred directly between Agent sets are not included in this report This report covers only the time that calls waited in the Skillset queues before being answered It includes Direct and Indirect Contact Center calls Each Skillset in the report is displayed with the Time Bins that are configured for that report Report Fields A description of each of the fields in the report NN40010 600 Reports Explained 29 Presented Calls Answered Number of presented calls answered for that Skillset total Formula Presented Calls Answered Anc Anc direct Anc indirect Time Bins 1 6 Each Presented Call that was answered within the time period stipulated in the relevant Time Bin is illustrated in the figure as a percentage of the total number of answered calls Formula Not Applicable N A Reporting for Contact Center Reports Explained 30 Reports Explained Abandoned Calls Report Figure 8 Abandoned Calls Report shows an example of an Abandoned Calls Report l Report Yiewer Microsoft Internet Explorer Company Name Danishmend Hotels Report Title Abandoned Calls Report Report Period 01 Jan 2006 00 00 to 22 May 2006 14 07 Report Created 23 May 2006 17 42 Data Timestamp 22 May 2006 14 06 Skillsets SKILL1 SKILL2 SKILL3 cE E E E 5 16 3 10 5 16 6 19 4 13 ou a a a a m
87. year Scheduled reports are limited to fixed durations daily weekly or monthly Reporting for Contact Center Reports Explained 12 Introduction Skillset Selection Many reports allow the User to report on any combination of the Skillsets they are assigned They can report on a single Skillset a combination of their assigned Skillsets or all of their assigned Skillsets Note Reports may contain more information than requested For example a request for an Agent Profile report for Skillset 1 produces a report that lists all the Agents who were logged in to Skillset 1 including multi Skillset Agents The report also includes all Agent activity for each Skillset they were logged in to If the report is limited to the Agent activity for the requested Skillset only you need to request the same report for each Skillset that each of the multi Skillset Agents is logged in to in order to receive a complete report Public Switched Telephone Network Call PSTN and Multimedia Calls Reporting for Contact Center reports on both normal PSTN voice calls and calls conducted through the Nortel Multimedia Contact Center Direct Calls Direct Calls are calls answered by the Skillset through the Lines Administration table in the CallPilot Manager A layman would think of the direct calls as being the number of calls the Contact Center handles A person phoning a Contact Center once generates a single Direct Call Indirect Calls

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