Arc Enterprise. Supervisor Text Reports. Version 5.1.x

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Supervisor Text Reports

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3rd_{Edition, July 2011}

Written by Martin Taylor Printed in England

The equipment complies with all the relevant conditions if used in accordance with the manual.

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option is off by default meaning that only the time in the Call queue is used to calculate the

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Abandoned Calls Figures in Detail The report contains details of all inbound AND outbound calls made by Arc Agent or Console Clients. It should be noted that this report is not conductive to a tenanted solution as there is no way to select the clients or Queues that are included in this report. Every time an operator retrieves a call from the F5 area it is counted as an Answered call. Putting a call on hold into F5 does NOT increase the call count, only the retrieval. Different call scenarios produce different results. These are detailed as follows:‐ Scenario # of calls in Total column Call Counts per call Blind Transfer 2 calls in Total 1 inbound and 1 overflow Consult Transfer 2 Calls in Total 2 Answered Calls

Parked Call 2 Calls in Total 1 Answered and 1 overflow Conference Call (3 party) 3 calls in Total 3 Answered calls

Call Retrieved (from F5) 1 Call 1 Answered call

Direct DDI call 1 Call 1 Answered Call

Abandoned DDI Call 1 call 1 Abandoned Call

Outbound DDI call 1 Call 1 Answered Call

Abandoned Outbound DDI Call 1 call 1 Abandoned Call Cancelled Consult Transfer (cancelled before being answered) 2 calls 1 Answered and 1 Abandoned Cancelled Consult Transfer (cancelled after being answered) 2 Calls 2 Answered Parked Call retrieved by dialling Park # or double clicking Park port 2 Calls 1 Answered and 1 Overflow Parked Call retrieved from F5 after Timeout 2 Calls 1 Answered and 1 overflow

Camped on call 2 Calls 1 Answered and 1 overflow

Auto Campon 2 calls 1 Answered and 1 Overflow

Voice Call with transfer to a device 1 Call 1 Overflow Voice Call with transfer to a queue (answered) 1 Call 1 Answered Voice Call with transfer to a queue (abandoned) 1 Call 1 Abandoned

Voice Call (End Script) 1 Call 1 Abandoned

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Example of a Parked call

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Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

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Date Selection: From: Start Date; To: End Date. Time Selection: From: Start Time, To: End Time. Abandoned Call Timer

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Time Selection: From: Start Time; To: End Time. Abandoned Call Timer

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Arrival or Delivery Queue: type is selectable before running the report. Date Selection: From: Start Date; To: End Date.

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Date Selection: From: Start Date; To: End Date. Time Selection: From: Start Time, To: End Time.

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Date Selection: For: Date of the Report

Time Selection: From: Start Time; To: End Time.

Abandoned Calls: The calls getting abandoned after the given time will not be included in the report.

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