Section 3: Console Connect
3.3 Operator
There are eight reports present in Arc Connect Operator folder. These are the Historical Text reports.
Data shown in these reports is based on the all the sections of Arc Connect Suite.
The available reports are:‐
..CO01 ‐ Operator Calls by Date ..CO02 ‐ Operator Calls by Time ..CO03 ‐ Operator Calls by Queue ..CO04 ‐ Operator Outbound Calls CLI ..CO05 ‐ Operator Activity Report ..CO06 ‐ Operator Activity Summary
..CO07 ‐ Consolidated Operator Activity Summary ..CO08 ‐ Operator Unavailability Report
CO01 Operator Calls by Date
This is a summary report of Incoming and Outbound Calls for Operators in Console Connect, covering a specified date range. Each date within the range is shown on a separate page (multiples pages if many operators are selective and had activity on the date) and a single line of information is provided for each Operator. Totals are given for each reported date.
Description: CO01 ‐ Operator Calls by Date
Field Names Description
Total Calls Total number of inbound calls attended by the
Operator.
Console Total number of Console Queue calls attended
by the Operator.
Includes :‐
Incoming Queue calls Retrieved calls from F5
Calls retrieved from Park initiated by double clicking the Park DN on screen
Others Total number of calls other than the Console
attended by the Operator. This would normally be only calls direct to the operator’s handset i.e the same DN they use for answering their console calls.
Inbound Total talk time Total Talk time for the Inbound QUEUE calls only.
Inbound Average talk time Average Talk time for the Inbound QUEUE calls only.
Inbound Longest talk time Longest Talk time for the Inbound QUEUE calls.
Total Outbound Calls Total number of Outbound calls attended by the Operator.
Includes normal outbound calls Consult transfer enquiry calls Conference enquiry calls
Park calls retrieved by dialling the Park DN ABANDONED calls
Outbound Total talk time Total Talk time for the Outbound answered calls.
Outbound Average talk time Average Talk time for the Outbound answered calls.
Outbound Longest talk time Longest Talk time for the Outbound answered calls.
The following selections are available for this report:
Queue(s): is to be selected by the user before running the report.
Operator(s): is to be selected by the user before running the report.
Date Selection: From: Start Date: To: End Date.
CO02 Operator Calls by Time
This is a summary report of Incoming and Outbound Calls for Operators in Console Connect by time , covering a single date. A single line of information is provided for each hour with a single page per operator. Totals are given for each operator.
Description: CO02 ‐ Operator Calls by Date
Field Names Description
Total Calls Total number of inbound calls attended by the
Operator.
Console Total number of Console Queue calls attended
by the Operator.
Includes :‐
Incoming Queue calls Retrieved calls from F5
Calls retrieved from Park initiated by double clicking the Park DN on screen
Others Total number of calls other than the Console
attended by the Operator. This would normally be only calls direct to the operator’s handset i.e the same DN they use for answering their console calls.
Inbound Total talk time Total Talk time for the Inbound QUEUE calls only.
Inbound Average talk time Average Talk time for the Inbound QUEUE calls only.
Inbound Longest talk time Longest Talk time for the Inbound QUEUE calls.
Total Outbound Calls Total number of Outbound calls made by the Operator.
Includes normal outbound calls Consult transfer enquiry calls Conference enquiry calls
Park calls retrieved by dialling the Park DN ABANDONED calls
Outbound Total talk time Total Talk time for the Outbound answered calls.
Outbound Average talk time Average Talk time for the Outbound answered calls.
Outbound Longest talk time Longest Talk time for the Outbound answered calls.
The following selections are available for this report:‐
Operator(s): is to be selected by the user before running the report.
Time Selection : Start Time and End Time Date Selection: From: Start Date: To: End Date.
CO03 Operator Calls by Queue
This is a summary report of queued calls handled by operators covering a specified date range. The information allows a simple view of which queues are being handled by which operators on each date. The information is presented by date, with each date showing a line of information per operator.
Description: CO03 ‐ Operator Calls by Queue
Field Names Description
Operator Login Name Logged in operator's name.
Queue Name The Queue assigned to that selected operator.
No Total number of Queue Calls answered within
that queue.
Total Talk Time The total talk time by an operator for inbound
calls from that queue.
Average Answered Talk Average Talk time for Answered Call from that queue.
Longest Talk Time Longest Talk time for Answered Call in Console Connect from that queue
The following selections are available for this report:
Operator(s): is to be selected by the user before running the report.
Queue(s): is to be selected by the user before running the report.
Date Selection: From: Start Date: To: End Date.
CO04 Operator Outbound Calls CLI
This is a summary report of Operator(s) Outbound calls during login session, covering a specified date. The report lists each relevant operator in turn with each of their calls shown separately. The outcomes of each call are also shown.
Description: CO04 ‐ Operator Outbound Calls CLI
Field Names Description
Start Time Start time of the outbound call.
End Time End time of the outbound call.
Talk Time Talk time of an operator
CLI Caller's Line Identification for the incoming external call.
DDI Direct Dial Inbound: The number the caller of the
abandoned call dialled.
Call Status Status of the outbound call :‐.
Abandoned (Will include any calls completed during the ringing out phase of a consult transfer)
Completed
Transferred (The consultation segment of a consult transfer)
The following selections are available for this report:
Operator(s): is to be selected by the user before running the report.
Date: For: Date of the Report.
Time Selection: From: Start Time; To: End Time.
CO05 Operator Activity Report
This is a summary report of events occurring during an Operator(s) day. The report shows all events in chronological order allow specific activities to be targeted. Where multiple operators are selected they are shown consecutively in alphabetical order.
Description: CO05 ‐ Operator Activity Report
Field Names Description
Time The Time when an event has occurred related to
the operator. When the time is related to a call it is the END time of the call that is shown.
Event Event that has occurred. See table below for
more details.
Alerting Time A counter that will continue to display the time
with the call, as it increases.
Connected Time The time the operator was connected with the
call.
CLI Caller's Line Identification for the incoming
external call.
Call Type Inbound or Outbound
Summary of Event information in this report:‐
Event Description
User Logon When the operator logged on.
User logoff When the operator logged off
User Ready The user is ready to answer calls, possible when
making themselves available again
User Not Ready The operator makes themselves unavailable
(F10). Queue unavailable or CTRL+F10 does NOT get recorded.
User Completion Refers to completing an inbound queue call, an
inbound DDI call (direct to handset) or an outbound call.
Transfer Completion This will be recorded for Consultation transfers only. A Blind transfer will not be seen.
Abandon Completion Refers to an abandoned outbound call, including unanswered enquiry calls.
The following selections are available for this report:
Operator(s): is to be selected by the user before running the report.
Operator Activity: type to be selected by the user before running the report. Choices (Events) are; All Information (All events as per the table above), Login Logout (User Logon and Logoff) only and Call Information (Completion events only).
Date: For: Date of the Report.
Time Selection: From: Start Time; To: End Time.
CO06 Operator Activity Summary
This is a summary report of Operator(s) Activities during login session, covering a specified date range.
A single line of information is provided for each Operator. Totals are given for each reported Operator.
If an operator remains logged on for a period of days, they will show call activity, plus Unavailability data but will show no Login or Availability time for a day without them logging off. The whole login period will be shown against the date that the operator logged in.
Description: CO06 ‐ Operator Activity Summary
Field Names Description
Agents Name of the Operator selected for the report.
Total Total Inbound calls attended by the Operator.
Includes both Queue and DDI calls
Inbound Calls ‐Availability Total Available Time for the Operator while in Login Session.
Inbound Calls‐Unavailability Total Unavailable Time for the Operator while in Login Session.
Total Login Time Total Login Time for the Operator while in Login Session. This time is the total of Available and Unavailable time.
Average Talk Time Average Talk Time for the Operator for all inbound calls while in Login Session.
Average Wrap‐up Time Not applicable to Console Reports
No of outbound calls Total number of outbound calls made for the Operator using his/her extension while in Login session NOT including ABANDONED calls.
Total Talk Time Outbound Total Talk Time spent on outbound calls for the Operator while in Login Session.
Average Talk Time Outbound
Average Talk Time for outbound calls for the Operator while in Login Session.
Longest Talk Time Outbound
Longest Talk Time for outbound calls for the Operator while in Login Session.
The following selections are available for this report:
Operator(s): is to be selected by the user before running the report.
Date Selection: From: Start Date: To: End Date.
CO07 Consolidated Operator Activity Summary
This is a summary report of Operator(s) Call Activities during login session, covering a specified date range. This report shows the details for Inbound and outbound calls. A single line of information is provided for each Operator. Totals are given for each Operator/report.
This report is not functioning as it should. There should be a single line of data per operator
consolidating ALL their individual activity data across the period. Instead we have a report that has a page for each date (effectively the same as C006) and Availability, Unavailability and Logon periods that are inaccurate. The report is currently not taking the start and end dates into account, therefore every day of activity show the same times, which are calculated from the whole DB without date restrictions.
Description: CO07 ‐ Consolidated Operator Activity Summary
Field Names Description
Agents Name of the Operator selected for the report.
No of Calls ‐ Total Total Inbound calls attended by the Operator including both Queue and DDI calls
Availability (Inbound Calls) Total Available Time for the Operator while in Login Session.
Unavailability (Inbound Calls) Total Unavailable (F10) Time for the Operator while in Login Session.
Total Login Time Total Login Time for the Operator while in Login Session. This time is the total of Available and Unavailable time.
Average Talk Time Average Talk Time for the Operator for all incoming calls.
Longest Talk Time Longest Talk Time for the Operator for all incoming calls.
Average Wrap‐up Time Not Applicable to Console Operators
No of outbound calls Total number of outbound calls made for the Operator using his/her extension while in Login session NOT including ABANDONED calls.
Total Talk Time Outbound Total Talk Time spent on outbound calls for the Operator while in Login Session.
Average Talk Time Outbound Average Talk Time for outbound calls for the Operator while in Login Session.
Longest Talk Time Outbound Longest Talk Time for outbound calls for the Operator while in Login Session.
The following selections are available for this report:
Operator(s): is to be selected by the user before running the report.
Date Selection: From: Start Date: To: End Date.
CO08 Operator Unavailability Report
This is a summary report showing the breaks and login sessions taken by the Operator(s). This report can be for a date range as selected by the user. Totals are given for each Operator/Date/report.
It is possible to see some large amount, especially on the Total Time Logged in. This is because a Duration value logged against the login time is only recorded when the session ends i.e when the operator logs out. If they stay logged in for a period covering multiple days without logging out then the time is recorded against the date they logged in, but the time period will be shown for the whole period.
The report will show a Break reason of “User Not Ready – default” This is a break reason that is logged by in the database when the operator uses the F10 key to temporarily make themselves unavailable. The other reason shown is “User Not Ready – Logged out” with a duration of 0 seconds.
This is a code recorded as part of the logout process and is not a user defined break.
Description: CO08 ‐ Operator Unavailability Report
Field Names Description
Agent Name of the Operators selected for the report.
Logged in Time This is the actual time at which Operator was
logged in the system
Break Type Operators can go for a Break. To do this they
have to press F10. Please note that going Queue Unavailable (CTRL+F10) does not get recorded as a break.
Time Spent On Break The length of each break period taken
Logged Out Time This is the actual time at which Operator logged
out from Arc system.
Total Time Logged In This is the total time for which the Operator remained logged in the Arc System. This is calculated as Total Time Logged In = Total Available Time + Total Unavailable time
The following selections are available for this report:
Operator(s) is to be selected by the user before running the report.
Date Selection: From: Start Date: To: End Date.