ACD
REPORTS
ACD Reports Users Guide
2008 Technology For Business 1112 Ocean Drive • Suite 202
Manhattan Beach, CA 90266 www.tfbc.com
CONTENTS
INTRODUCTION AND TOUR ... 5
What’s New in Version III ... 6
More Features ... 7
Important Vocabulary Used in this Guide... 8
MODULE 1 GETTING STARTED WITH ACD REPORTS ... 11
STARTING THE REPORTS BROWSER ... 12
GETTING FAMILIAR WITH THE INTERFACE ... 13
Main Window Layout ... 13
THE TWO WAYS TO RUN REPORTS ... 16
USING THE REPORT GENERATOR ... 18
Running Reports with the Report Generator ... 19
Primer On Relative Dates ... 22
Using the Filters ... 23
Report Generator – Customizing Report Layout ... 25
What You Can Do ... 25
Saving and Emailing in the Report Generator... 31
Saving Reports... 31
To save a Report ... 32
Emailing Reports ... 33
Loading and Managing Saved Reports ... 34
RUNNING LIBRARY REPORTS ... 36
NAVIGATION,EXPORT,OTHER FEATURES ... 38
MODULE 2 READING AND UNDERSTANDING REPORTS ... 44
REPORT LAYOUT ... 45
The Report Header and Footer ... 45
The Totals Line ... 46
STATISTIC DEFINITIONS ... 48
IVR Statistics Definitions ... 67
UNDERSTANDING REPORTS AND DATA... 70
Key Data Concepts and Conventions ... 71
Unique Calls vs. Call Presentations ... 72
Important Facts about Splits ... 73
Totals by DNIS vs. Totals by Split ... 75
Zero vs. NULL Values ... 75
ACD vs. PBX Calls ... 76
How Totals and Averages Add Up ... 77
Important Facts About Abandons and Disconnects... 78
Calls Discarded from Reporting ... 78
Verifying Report Data... 81
Does it Add Up? ... 81
Comparing to Other Reporting Tools on the Switch ... 81
Comparing to Carrier Reports ... 82
Guide to Reading RG Reports... 82
Digging Deeper – Finding Data Details, Problem Calls, Confirming Totals ... 83
Understanding Call Disconnect Types ... 84
REPORT FAQS ... 87
MODULE 3 REPORT LIBRARY REFERENCE ... 91
Reading the Report Reference ... 92
Finding the Reports You Need ... 93
DAILY SUMMARY REPORT ... 94
DAILY SUMMARY REPORT ... 95
AGENT AUDIT TRAIL ... 98
CALL REPORTS ... 99
Call Activity Report (ACD Call Stats by Day) ... 100
Call Duration (Call by Call Duration)... 102
Call Accounting – Station... 104
Call Accounting – SMDR Log ... 106
AGENT REPORTS ... 108
Agent Performance ... 109
Agent Analysis (Agent Stats per Split) ... 112
Agent – Call Summary ... 115
Agent Call Activity (Daily Calls Handled by Agent) ... 116
Agent Summary (Daily Agent State Durations)... 119
Agent – Filter ... 121
Agent Service Level (Agent) ... 123
ACCOUNT REPORTS ... 125
Account Activity (Account Contacts) ... 126
Account Detail (Contacts by Account) ... 127
Account Usage (Daily Contacts by Account) ... 128
SPLIT REPORTS ... 129
Split Analysis (Split Stats by Hour)... 130
Split Contrast ... 133
Split – Filter ... 135
Split Activity (Stats by Split) ... 140
Split Detail (Per Split Stats by Day) ... 142
DNISREPORTS... 154 DNIS – Analysis ... 155 DNIS – Filter ... 156 DNIS – Activity ... 160 DNIS – Usage ... 162 DNIS – Disposition ... 164
DNIS – Service Level ... 165
DNIS – Stats ... 167
DNIS – Agent ... 169
IVRREPORTS ... 171
IVR ACTIVITY REPORTS – IVR STATISTIC DEFINITIONS ... 172
IVR ACTIVITY REPORTS – AVAILABLE IVR STATISTICS ... 173
IVR Activity Reports – Sample IVR Activity Report ... 174
IVR Activity Reports – IVR Announcement 9 Log ... 175
DETAIL REPORTS ... 177
Call Detail – ACD Report ... 178
Call Detail – PBX Report ... 186
APPENDIX A GLOSSARIES ... 191
Introduction and Tour
Welcome to Event-Based reporting! This manual presents instructions for using TFB ACD Reports version 3, interpreting data, and using the extended features of the system.
CD Reports III is designed for businesses that rely on their contact center for customer interaction, and that rely heavily on reporting to tell them what their agents and customers are doing. In most systems, the discrete technologies behind the call center, such as the ACD, CTI, and IVR, each have their own distinct reporting mechanisms. Integrating the reporting output from these systems can be difficult, if not completely impractical. What’s more, reporting packages are often designed as closed systems, without mechanisms that allow automated output of data or extension of reporting capabilities.
TFB’s ACD Reports offers a powerful alternative to traditional inflexible and closed
telephony reporting systems. Its flexible reporting modules allow you to gather, print, and export call center metrics in the manner that best suits your organization.
ACD Reports integrates transaction reporting from ACD, CTI, and IVR components into a single repository of data. Turnkey components let you get up and running quickly, while the open source and data give your technical staff the ability to step in and use the data how the see fit.
What’s New in Version III
Version 3.0 is a major product release offering a powerful Report Generator in addition to the static reports available in previous versions. The Report Generator gives you unprecedented control of which statistics you display, and how they are sorted and grouped. Layout tools let you control column formats, font size, and how data is presented.
• Report Generator –
o Filter reports by split, DNIS, and pilot, allow users to aggregate
statistics for specific combination of splits, or DNIS, or pilots. o Saving custom reports – The Report Generator allows users
to search for specific call records by agent, caller, ANI, and other parameters.
o Send Reports by Email – Users can send any report via email with the click of the mouse.
o Dynamic Data Ranges – Specify reporting date range in English
using dynamic, relative dates like yesterday, today-5, last week.
• Format Reports – Hide unused stats, adjust column width, or change the statistic names. Customize grouping and subgroups in report layout
• Run it Right from IE – Version 3 lets you run right from your IE 6.0 or greater browser, without the need for a dedicated client.
More Features
TFB’s ACD Reports provides open data for use with your preferred reporting tools,
and is bundled with the ACD Report Browser, which puts vital agent and call
statistics at your supervisor’s fingertips. ACD Reports interacts seamlessly with
other modules from TFB as well as the NEAX ACD to meld reporting from agents, the ACD, and automated features into a single stream of data.
Additional Features
o Flexible, Easy to Use Reporting Tool – The ACD Report Browser is flexible enough to allow searches, show a library of preset reports, or let users click around on reports for more detail.
o Intuitive Drill Down System – Instead just presenting static reports, selected reporting fields can be clicked on for greater detail.
o Integrated with Other Features – Integrates seamlessly with
TFB’s Enhanced Automated Attendant, Agent eMail, Agent
Chat, Enhanced Call Center Routing, Automated Callback, and even custom applications to provide a truly comprehensive call center reporting solution.
o PBX Line Reports – Includes support for PBX reporting. Note that this requires optional SMDR and MIS integration.
o Business Unit Reporting – Instead of relying on reports grouped by Pilot, Split, or DNIS according to ACD architecture new features allows you to reports based on your business organization.
o Tool Tips – Labels on the report offer pop up tools tips to indicate the label definition. Just put your mouse on a label to see the definition.
o System Report – This report displays information about the system itself.
Important Vocabulary Used in this Guide
Although it is assumed that the reader already understands basic telephony concepts, the mixed audience of computer and telephony disciplines makes it useful to define the following glossary of foundational words. A more complete glossary is in the appendices, and specific definitions of reporting labels are listed in Module 2.
Standard Glossary
Label Definition After Call WORK
Mode
Same as WORK Mode on the ACD agent phone, but initiated automatically after the end of a call. If the agent phone goes to READY or BREAK mode after the call, even for a moment, a subsequent WORK mode is NOT
considered After Call WORK.
Answered Call answered by an ACD agent. (ANS)
Abandoned Indicates calls disconnected in queue, or between queuing states. (ABN)
Disposition A call disposition describes the status of the call when it was disconnected, ie abandoned, completed, etc.
DNIS Same as pilot, but it is defined as the initial pilot registered on the call. A DNIS is associated directly with an inbound number, typically a toll-free line. Each call has only one associated DNIS for the duration of the call.
Field Any labeled column or row of data in a report
Monitored Pilot A Pilot that is configurable and visible to the ACD
Normalized The divisor used to calculate data that is a percentage or average. For example, Average Speed of Answer (ASA) is total speed of answer for each call, normalized by the number of calls answered.
PEG Statistics Simple counted stats pertaining to calls, such as number of calls, number of answers. These statistics generally appear in two forms, unique or presentation. Stats counted as unique are registered only once per call. Stats counted by presentation are incremented every time the associated event occurs on a given call. See Understanding How the Data is Derived in Module 2 for more information.
Performance Statistics
These are statistics that go beyond measuring volume of calls, and actually measure how well the call center is performing. Performance stats include average speed of answer, grade of service, longest waiting call, average handle time, and so on.
Pilot A unique call route in the ACD, assigned a unique Pilot Number, and Pilot Name
Label Definition
Presentation An instance of connecting a call to a contact center
destination element such as an agent, a split or queue, the IVR, and so on. Presentation statistics account for all such connections regardless of whether the same call had previously connected.
Queue A unique call queue within the ACD, used interchangeably with queue. It’s important to know that calls can be queued to multiple splits simultaneously, and agents can be logged into multiple splits simultaneously.
Queued The process of putting a call into an ACD split or splits. IVR Interactive Voice Response. The CTI Server has IVR ports,
which provide the telephony connection for callers to allow touchtone and spoken response with custom IVR
applications, callback offers, Automated Attendant, and any functionality that speaks recorded information to callers or accepts touch tone or spoken input.
Report Generator The reports control panel that appears when you first open the ACD Reports browser. It includes the controls for setting for type of report, filters, groupings, date range, and GOS thresholds, as well as the saving and emailing
features. Referred to as RG for short.
Reporting interval The date/time range and parameters provided by the user in order to run a report. You will see the phrase ‘for the reporting interval specified’ used in documentation. This simply indicates report descriptions that pertain directly to the range of dates, splits, DNIS’s and so forth that you supply to run a report.
RG Short for Report Generator. See the entry for Report Generator above.
Split A unique call queue within the ACD, used interchangeably with queue. It’s important to know that calls can be queued to multiple splits simultaneously, and agents can be logged into multiple splits simultaneously.
Getting Started with
ACD Reports
Using Internet Explorer 7.0 or greater, users can connect to ACD Reports to generate, view, print, export, and email reports. Version 3.0 introduces the Report
Generator (RG), a powerful tool to help you generate, filter, and format reports just
the way you want to. You can also save reports and schedule them for email delivery. The standard reports from previous versions are still available in the Report Library.
There are just a few important first things to know in order to use the browser and
read every report in the system. The report browser works like your web browser, and can be used by anyone on your LAN with a valid password. This section discusses:
§ Starting and Logging in to the ACD Reports
§ Getting Familiar with the Interface
§
Starting the Reports Browser
With version 3 and higher, you have the option to use either the ACD Reports
Browser or, even better, simply use Internet Explorer (IE) 7.0 to run and view reports. They work essentially the same way, and can be used anywhere on your LAN/WAN where network permissions allow. Each report is really just a web page, with links inside it to more detailed data.
TO START THE REPORT BROWSER
1 Double-click the ACD Reports Icon (or IE) on your Windows desktop
2 If you use IE, just enter the address of the reports server in the URL
box. Make sure to bookmark it for later use.
3 Log in to the system by entering using your agent ID and assigned
password, then pressing Login.
Getting Familiar with the Interface
When you first open ACD Reports v3, the view that appears is the new Report Generator. You can still get to the Report Library from the navigation tree in the
upper left, but you may find the RG a better tool for getting the information you
used to get from the old Library reports.
M a i n W i n d o w L a y o u t
Reports appear in the Reports Window. The control panel at left lets you set filters
for the RG, load saved reports, or access the old library reports from the
Browser in Report Generator View Report Library and Saved Reports Reports Window Grouping Control Browser Navigation Bar Report Generator Report Creation Controls Report Generator Date Control Report Generator Filters Report Generator Grouping Control
INTERFACE ELEMENTS
FEATURE What It’s For
Browser Navigation Bar Move forward and backward between reports
Saved Reports Panel /Tree Select which report appears in the Reports Window
Manage Reports button Lets you delete reports from folders My Favorites branch Folder to hold reports that you save that are
available only to you.
Shared branch Folder to hold reports that are shared by multiple users.
Library branch Folder that contains all the static reports from before version 3.
Report Generator (RG) The new reporting engine comprising all the filters, date controls, and buttons in the RH control panel
RG – Report creation controls Controls to select the type of report to run, and to actually run the report.
RG – Date Control Lets you set the date range to run a report for, either with explicit dates, or ‘relative’ dates. RG – Filters Lets you select specific pilots, DNIS, splits, or
agents to filter data by. Also lets you set multiple GOS levels, and look for specific ANIs and accounts.
RG – Grouping Selection Lets you control which key elements to group the data by on the vertical axis.
Reports Window View, Print, and Export Reports
The Report Generator view appears when you first open the browser. Simply by
clicking the Run button you can generate a report for the current filter and range
settings in the control panel. Note that the Report Generator control panel also provides the search capability that was formerly accessed from the Search tab in
TIP
Searching By ANI, Split, DNIS
Previous versions of the ACD Reports offered a separate view for searching. The filters in the Report Generator essentially replace the search function. Use the filters to specify Splits, Pilots, DNIS, Agents, account, and ANI to search by.
The Two Ways to Run Reports
To run a report, you now have two general options. You can use either,
the Report Generator (new)
OR
the Report Library
The Report Generator is the new flexible, customizable reporting engine that allows you to save report parameters, filter and group data, schedule email delivery of reports you generate and customize formatting. It also provides all the search functionality that users of previous versions had on the Search tab. It is essentially the control panel you see when you first open ACD Reports.
The Report Library offers preset reports grouped by type, ie. split, DNIS, agent, with predetermined layout. These reports are familiar to users of versions 1 and 2, and are still accessible. You may find specialized uses for these reports even though using the report Generator is likely to be the most useful method.
Click Library to select from a list of Library reports.
Both types of reports share use of the same source data, and offer drill down links to more detail. The Report Generator offers far more flexibility and user control, a far greater selection of statistics, and the capability to be save and automatically email reports.
New users should find most of the information they need in Report Generator engine, while retaining the option to use Library reports they are accustomed to.
HOW REPORT GENERATOR AND LIBRARY DIFFER
FEATURE Report Generator Report Library
Uses the ACD Reports SQL
Database YES YES
Allows emailing of reports YES NO
Allows saving report parameters YES NO
Allows use of a relative date range YES NO
Hide columns you don’t need YES NO
Using the Report Generator
Almost all the typical user reporting needs can be addressed from the report generator. It gives you the most options for filtering and arranging report data. You can set data filters, customize the report layout, determine how to group the results, set GOS and specify date ranges relative to the current day. After defining a report you can save it and schedule it for email delivery to supervisors and managers.
The report generator lets you run reports with the following options,
Type of Report
This determines what element of the contact center the report is focused on, and thus the stats presented. The options are,
• Contact
• Agent
• Split
• IVR
Date Range
You can specify fixed date range, or a date range relative to the current day.
Filters
You can filter the report to show only data for selected splits, pilots, agents, and so on.
Grouping and Subgrouping of Data
Grouping lets you determine how the data is ordered along the left side of the report. You can even specify a subgroup within the main group.
R u n n i n g R e p o r t s w i t h t h e R e p o r t G e n e r a t o r
The new Report Generator gives users greater control than they had with Library reports. You can set data filters, customize the report layout, determine how to group the results, set GOS and specify date ranges relative to the current day. After defining a report you can save it and schedule it for email delivery to supervisors and managers.
To run a report, simply specify the desired parameters in the control panel, and click the Run button. If you don’t select any elements in a given filter – the split filter for example – then it is the same as saying you want to run this report for any and every split. By selecting specific splits (or pilots, or agents, etc.) you want to filter data so it only shows calls and stats for those elements specifically selected.
The Report Generator controls are
all on this panel.
1 Select the type of report
2 Select the Date Range
3 Set Filters (pilot, split, DNIS, etc.)
4 Set Group Results By
5 Click the Run button!
1
2
3
TO RUN A REPORT
1 Select the type of report, contact, agent, IVR, or search from the
dropdown. See the next module, Reading Reports for more information on the type of reports.
2 Select Fixed or Relative dates and enter the date range to run the
report. (See more about the date ranges and selecting relative dates in the FAQ on the next page.)
3 Select the desired elements from the split, pilot, DNIS etc. filters (Learn
more about filters in the Using the Filters section that follows.)
4 Optional. Set the Limit To dropdown if you want to limit the number of
rows returned by the report. This will reduce the time to generate the report if you expect a lot of rows.
5 You can enter separate GOS thresholds in seconds
6 To search on a full or partial ANI, enter that in the ANI field. Otherwise
leave that blank.
7 To search on a full or partial account number, enter that in the account
number field. Otherwise leave that blank.
8 Set the Group By dropdown boxes to determine what data you want
the report grouped by. You can optionally set a subgroup.
FAQ –
Using Relative Dates
What are relative dates?
Relative dates are English-like phrases to specify the date range of the report you are running in relation to the current day.
Why would anyone want to use a relative date? Is there something wrong with fixed dates?
With the capability to save report setup, especially with reports that are run repeatedly, it is a significant convenience to specify the date range in relation to the day the report is run. Users who save a report setup with fixed dates, will likely have to reset those dates when they run the report.
What words or phrases can I enter to describe relative dates?
There is a whole set of phrases that are acceptable for use in the relative date fields. The dropdown menu on the date fields suggest a few. The primer on the following page has a more complete list.
P r i m e r O n R e l a t i v e D a t e s
SPECIFYING A RELATIVE DAY
ago previous time from today, ie. "2 days ago"
tomorrow day after current day
yesterday day after current day
today the current day
now the current day
Days of the Week (spell in full or abbreviate first 3 letters)
‘Sunday’, ‘Monday’, ‘Tuesday’, ‘Wednesday’, ‘Thursday’, ‘Friday’ or ‘Saturday’.
Fortnight 14 days
Week 7 days
Day 1 day
*An ‘s’ suffix on these okay, but it doesn’t do anything!
MODIFIERS
last the previous. ie, "last Wednesday"
next modifier meaning the current time value of the subject plus one; for example, "next hour"
first ordinal; example, "April first"
third see first (note that you cannot use "second")
You can also use fourth, fifth, sixth, seventh, eighth, ninth, tenth, eleventh, and twelfth.
SAMPLES
-7 days in the START or END box means 7 days ago
-7 weeks in the START or END box means 7 weeks ago
Last Friday in the START or END box means the previous Friday
Last month in the START or END box means same numeric day as today but in the previous month
Last week in the START or END box means same day of the week as today but in the previous week
The best way to learn how to use relative dates is to try a few and note the actual dates that appear in the report header!
U s i n g t h e F i l t e r s
The filter controls are in the Report Generator control panel on the left. They let you narrow the data you’re looking for by Pilot, DNIS, Split, Agent, IVR Statistic, and even ANI. For instance, if you only want report data on split 1, you might want to go
to the Split filter and select split 1 before clicking the Run button.
The Pilot Filter control.
The list in each filter is grouped by ACD, so users with multiple ACD’s must be sure to select items from the desired ACD.
Here is a quick guide to setting filters.
SETTING FILTERS
What You Want to Do
How to Do It
Narrow your report to a particularDNIS, split, agent, or IVR stat.
Open the appropriate filter, and click the desired DNIS, slit etc. such that it is highlighted.
Select multiple items in a filter list. Hold the {Ctrl} key and click the items you want.
Select all but a few items in a filter list.
Click the all link above the list, then hold the {Ctrl} key and click the items you want to deselect such that they are not highlighted.
There are also some important things to understand about how filters affect the data that is presented. Remember, by filtering the data for particular splits, for instance, you are saying you only want data related to those particular splits. THIS MAY PROPERLY CHANGE THE STATISTICAL CALCULATIONS FROM THOSE SEEN WITH DIFFERENT FILTER SETTINGS! Here is a quick guide to how filters may affect data,
HOW FILTERS AFFECT DATA PRESENTED
If You Filter By…
You Should Be Aware that…
DNIS
… A DNIS is also a pilot BUT reports filtered by particular DNIS’s ONLY count calls that originated on that pilot! This is because the definition of DNIS is the originating pilot of a call.
…All call counts are unique calls because by definition a pilot is only a DNIS for a given call the first when that call originates at that DNIS.
…All DNIS’s are also in the pilot list. To run a report based on all calls that hit that pilot, regardless of their originating DNIS, you should filter by Pilot, not DNIS.
SPLIT Hold the {Ctrl} key and click the items you want.
AGENT
Click the all link above the list, then hold the {Ctrl} key and click the items you want to deselect such that they are not highlighted.
PILOT Check the Show in Header checkbox at the top of the list.
IVR STATS …Statistics that are not specific to a pilot will be NULL or zero when you filter by pilot.
TIP
Using All or None Options in Filters
Because of a the way database searching works, the All and None options are actually the same. If you deselect any items in the list by clicking None, it’s the same as selecting all items in the list with All. Use All only as a head start if you want to filter for all but a few splits. If you want to see data from all the splits, select None! The report will generate faster that way.
Report Generator – Customizing Report Layout
The report generator gives you more tools than ever to filter, format, and lay out reports the way you see fit. Some of the formating tools are also available now in selected Library Reports.
W h a t Y o u C a n D o
Layout tools let you control how data is presented. You can control several aspects of the report format.
• Hide or show column
• Change column width
• Change column names
• Change time format
• Sort up or down on any column
These options can be changed before or after running a report then saved along with other report settings. Don’t forget, you can also specify how data is grouped and add subgroups when you run a report.
To access the column layout menu
1 Right click on a column header
To hide, show, or rename multiple column labels
1 Right click on any column header. The context menu should appear.
2 Select Columns from the menu..
3 To reveal hidden columns, check the Visible checkbox. Uncheck to hide.
4 To rename columns, type the new name in the Name box.
TIP
The Displayed Name vs. The System Name
The display names shipped with ACD Reports can be changed by users to match
To hide a selected column
1 Right click on the column header of the column you wish to hide
2 Select Hide/Unhide to hide that column.
3 To reveal hidden columns, Select Show All.
To unhide a selected column
1 Right click on the column header
2 Select Show All, to reveal all hidden columns
3 Hidden columns appear in orange. Right click on the column
header and select Hide/Unhide to unhide a hidden column
4 Right click on any and select Show Normal to stop displaying
hidden columns again
To change horizontal alignment of a selected column
1 Right click on the column header
2 Select Alignment…
To change the data format in a column
(only available on selected time or duration columns)
1 Right click on the column header
2 Select Format…
3 Select the desired format from the dropdown box. DD is days, hh is
hours, mm is minutes, ss is seconds.
To rename a selected column
1 Right click on the column header
2 Select Change Name …
To change the width of a column
1 Right click on the column header
2 Select Change Width …
3 Enter the width in pixels or click the + and – buttons to jump up or
down by 20 pixels, then click OK.
To sort a report on a selected column
1 After running your report, left click on the desired column header
2 Left click the same column header to swap the sort order between
To display or hide pilot, DNIS, split names in the report header
1 Click the expansion button on the desired pilot, DNIS, or Split filter
panel
2 Check or uncheck the Show in header box.
3 Run the report.
Be sure to check the Show in header box to display split, pilot, or DNIS names in the report header.
Saving and Emailing in the Report Generator
The RG lets you save reports and schedule automatic email delivery of any saved
report.
S a v i n g R e p o r t s
The save function gives you easy access to reports that you use frequently. When saving a report you save the filter settings, the date range, as well the format options, such as which columns are hidden. You should also consider the power of using relative dates in saved reports instead of explicit dates. For instance, using ‘yesterday’ instead of specifying yesterday’s date.
T o s a v e a R e p o r t
1 Click the Save button in the control panel.
2 Select a folder to save into. Use the My Favorites folder to keep your report
private, or the Shared folder to allow other users to see it. The Library folder is not accessible because it contains static reports from previous versions.
3 Select and existing folder to save into, or enter a new folder in the Or new
box.
4 Enter a name for your report in the Report Name box and click the OK
button. The name you enter appears in the report header as well as in the folder you save it to.
5 The report is now available to load from the folder you saved it to.
E m a i l i n g R e p o r t s
The email function in the Report Generator lets you schedule saved reports for
email delivery to anyone in your organization. Before scheduling email, be sure you have saved the report to be emailed. Note that this is different from the email function that just lets you send a report immediately.
To Email a Report
1 Load the report you want to email, and click the Save button in the control
panel.
2 Select the Email Report check box.
3 Enter the desired Subject, a valid From address, and the email you want it
sent To. You can enter multiple email addresses, separated by ‘;’, just as
you would in Outlook.
4 In the At fields, select the time of day you would like the email sent.
5 In the Every fields, select how often you’d like to send, and On what day.
Note that the options in the On dropdown change appropriately based on
the Every setting.
L o a d i n g a n d M a n a g i n g S a v e d R e p o r t s
Saved reports are accessible for loading from a standard Windows menu tree in the Saved Reports panel.
Once you have saved reports in the system, you can manage them by clicking the
Manage Reports link above the file folders.
To Load Reports
1 Click the desired folder in the Saved Reports Panel.
To Change Email Settings or Delete Saved Reports
1 Click the Manage Reports link in the Saved Reports panel.
2 The Manage Saved Reports dialog appears
3 Delete existing reports by selecting the checkbox to the right, and
clicking the delete button.
4 Click on the report link to open and change email settings for that
Running Library Reports
The Library reports offer all the reports from before version 3.0 of the product. Each report has a slightly different variation on filter controls, but running a report is straightforward. You select the desired report from the Nav tree on the left, then enter the appropriate information (constraints) in the report controls, and hit the
Create Report button.
The controls vary from report to report, but there are only a few basic types. Depending on the report, controls are either on the left side or on the top. See the notes for each report in the next section for information on setting controls or specifying data specific to that report. The figure below shows all the possible report controls for specifying the reporting criteria. Most reports will offer only a subset of these.
Report Controls
Start and End Date
Click the dropdown to select a date from the calendar tool OR click on the date to enter manually in the format DD/MM/YYYY Split/DNIS/Agent Dropdown
Box
This type of control lets you select only one item from the list to report on. Depending on the report this may be a split, agent, DNIS, pilot or other reporting element
Data Form
Click in the form field to enter data. The example shows Grade of Service thresholds (in Sec)
Split/DNIS/Agent List Box This type of control lets you select multiple items to report on. You can select ranges and multiple individual items.
Create Report Button Group By Dropdown Box
Many reports let you choose how you want data to be displayed The Group By option specifies how you want the data listed, ie by date, agent, split, DNIS and so on
TO RUN ANY LIBRARY REPORT
1 Select a report from the Library folder in the Saved Reports panel.
2 Many reports allow you to specify a date range, specific pilots or splits,
and other parameters. Before displaying data, simply set the parameters and click the create report button. Enter reporting constraints in the report controls.
a. Enter a valid start and a valid end date (do NOT include today’s date)
b. From a list box, select specific items from the available constraints list of DNIS (or pilots, splits, etc.) by holding the <crtl> key and clicking on the desired items.
OR
Select a range of items from the list of DNIS (or pilots, splits, etc.) by clicking on the first item in the range then holding the <Shift> key and clicking on the last item in the desired range.
c. If there is a Display By dropdown box, select desired display
key (usually date, or split, or agent, or DNIS.)
d. If there are additional constraints specific to the report you are running, be sure to enter values for those. See the reports reference module for notes on parameters specific to each report.
3 Run the report by clicking the Create Report button.
Click Library to select from a list of Library reports.
Navigation, Export, Other Features
After running either the Report Generator or a Library report, you navigate within
each report just as you would a web site in your web browser. You can go forward and back, click on links inside the report, print the report, email, and export the report data to Excel.
§ Drill Down to Get more Detail Select any field that appears in blue to drill down to more detailed data related to that field. In some instances, a label that normally appears as a link will appear in the regular dark grey font. This simply means that there is no data available for the interval and statistic specified. Note the example below. The ‘Abandoned’ label would normally be a link, but note that the calls column shows a ‘0’, so there are no abandon event detail, and the link is not active.
§ Setting Filters Just In Library reports you set date ranges using explicit dates. In the Report Generator, you can use explicit dates or relative dates. § Setting Date Ranges Just In Library reports you set date ranges using
explicit dates. In the Report Generator, you can use explicit dates or relative dates.
§ Navigating Reports Just like web pages, you can use the Back and
Forward buttons on the tool bar to return to reports previously viewed in
your session. The Stop button interrupts loading a report.
o
§ Search for Specific Calls, Agents or Data Just like web pages, you can
use the Back and Forward buttons on the tool bar to return to reports
previously viewed in your session. The Stop button interrupts loading of
the currently selected report.
Link is inactive when the field has no data in it. In this instance there are ‘0’ abandoned calls.
§ Print, Export, or Send via Email. Use the Print button to print the current
report. The Export button lets any user send data from the current report to
an Excel sheet. You must have Microsoft Excel on the client PC where you
do the export. You send reports by email simply by clicking the Email
button at the lower right of the report.
o Email
o Print
o Export
§ Save Favorite Reports To save bookmark to a frequently used report, click Favorites from the main menu, then Add Current Report. Enter a
name and click OK. Save only top level reports, not drill downs.
§ Mouse over Column Headers To see a quick description of any statistic, simply place the mouse on the header name. A short description of that statistic pops up.
§ Using Dynamic Lists Dynamic lists let you hide or show reporting data that is in list format. There are numerous report elements that are simply lists. Depending on your call center activity, a list of pilots or splits could contain anywhere from just a few elements, to several hundred or thousands of elements. save bookmark to a frequently used report, click Favorites from the main menu, then Add Current Report. Enter a name and
click OK. Save only top level reports, not drill downs.
The dynamic drill down control is next to the name of the list, and looks like this,
Click it once to show the list, and again to hide it. The Daily Summary Report has dynamic drill down links.
Here is the hidden list of split activity
Here is the displayed list of split activity
§ Recording Playback ACD Reports offers optional integration to Wygant, Voice Print, Higher Ground, Mercom, and other voice recorders. The integration allows users to playback recorded conversations directly from the ACD Reports interface, without having to go find the call in the proprietary voice recorder software.
If optional voice recorder integration is present, and the call was
recorded, users can playback call recordings from the Call Detail
Reports. Playback works just like the Windows Media Player controls. To move forward and back within the recording, drag the seek bar with the mouse.
NOTE The look of the voice logger control, and the exact functionality
are based on that available from the API of your particular make and model. Your actual functionality may vary.
Play / Pause Stop FFwd Mute Volume Seek Bar
MORE ON EXPORTING TO EXCEL AND PRINTING
There are Print and Export buttons in the footer of each report. Email Icon
Print icon
To Print Reports
Click the Print button to open the standard windows printer dialog. Only the area
within the report window is sent to the printer.
What if I get an Error When I Print a Report?
The print feature is implemented through standard Windows functions. If you get a printing error or the report does not print, try printing a page from another application, like Windows Notepad or Word, to ensure that a printer is accessible from your machine. ACD Reports uses the default printer configured in the users Windows profile.
To Export Report Data
Click the Export button to send the data to Microsoft Excel for further manipulation.
The reporting database is open and accessible to users with the database expertise, but for non-technical users, exporting data to Excel is a quick way to extend reporting functionality using a familiar tool. Excel allows you to manipulate data, add newly calculated fields, or visual elements such as histograms and pie charts.
What if I get an Error When I Export a Report?
The export feature is implemented through standard Windows functions. If there is a problem exporting to Excel, confirm that Microsoft Excel is properly installed by opening a blank Excel file. If data is exported improperly, make sure you use the export button on the report page and not the export option from the right-click menu.
The Call Key is displayed in reports in the format acd12005143000605, however, if you search for a specific call, enter only the numeric portion, i.e.
Reading and
Understanding Reports
he Report Generator (RG) is the major new addition in version 3.0. Although the library of standard reports from previous versions is available, with few exceptions, users should find most everything they need from the RG.
The correct interpretation of reports is as important as having the correct data. This section focuses on understanding what the data means. You’ll learn how statistics are defined, the different GOS formulas available, and how to interpret the meaning behind the data.
This module discusses:
§ The Layout of Reports
§ Statistics Definitions
§ Key Concepts
§ Understanding Data Formats
§ Understanding How the Data Is Derived
2
Report Layout
Reports are generally presented as a grid of data, grouped and sorted with totals and subtotals. The column on the far left is the reporting ‘key’, typically a date or split or pilot or agent. If the report has subgroups within it, the second column will be the secondary ‘key’. The Report Generator allows you to specify how you want reports grouped and subgrouped, and offers dozens of statistics not available in any of the Library reports.
The header contains the title and data ranges, and the footer has information about report time and elements covered. Within the grid of data there are drilldown links that you can click for more detailed information.
T h e R e p o r t H e a d e r a n d F o o t e r
The header shows the name of the report and indicates what data ranges are included for the key data. In the Report Generator, the name you assign to a saved report is what gets displayed. You can optionally display the range of key values reported, ie. split, DNIS, Pilots. Names are displayed as configured in the ACD.
Be sure to check the Show in header box to display split, pilot, or DNIS names in the report header.
T h e T o t a l s L i n e
The RG and most library reports display a ‘totals’ line, which shows aggregated column data highlighted in yellow, at the bottom of the report. The way the total is calculated for a given column depends on the type of data. Some totals are averages, some are sums. It should be obvious in context which is which. Note that some averages are not totaled in instances where an average of a series of averages is not mathematically meaningful. See the tip box on the next page for more detail!
Type of Data in Column Valid Total Calculations
Time of Day Not totaled.
Duration Sum or Average by context
Numeric Count Sum or Average by context
Percentage Average
Average Not totaled
Call key Not totaled
ID Not totaled
TIP
Why Some Values in the Totals Line are Blank
Stats in the totals line literally calculate from the column above them, either a sum or an average. In the case of the Daily Report, the ABR is calculated for the entire day and that is the correct ABR for that day. In the case of the hour by hour grouping, the totals line is actually showing the average of the average ABR for each hour. Not the same,mathematically, as the ABR for the entire day. Here is a set of data that illustrates why,
ROW VALUES Average of the Group at Left Notes 1 1 2 Average of rows 1-3 2 2 3 3 4 3 4 Average of rows 4-5 5 5 6 6 7 Average of rows 6-7 7 8
TOTAL 4.0 4.3 Average of all values in column
The average of all values is NOT the same as the average of
Statistic Definitions
Users of previous versions will note a significant increase in the number of statistics available. Because the report generator allows users to selectively hide stats they don’t need, so the system can offer dozens of new statistics, instead of a selected few designed to minimize screen width. We simply provide all the stats available and you choose which to show and which to hide.
Many of the new statistics distinguish between unique calls and presentations, and between system wide activity and split based activity.
The following statistics glossary is alphabetized so you can find the definition of each statistic and how it is calculated.
The display names can be changed by users who prefer another label. Note that the system name is always the same.
TIP
Quick Label Definitions
After running a report, put the mouse cursor on column headings to quickly learn their definitions. With the cursor on the label or icon, a short explanation of that field is displayed.
The following is a reference to the standard statistics used in both the Report Generator and in Library reports. Note that statistics in reporting are assumed to apply to ACD calls and agents, as opposed to PBX, unless otherwise noted. ACD calls are those that are handled by the ACD, queued, and presented to agent ACD lines. PBX lines are non-ACD phone extensions available not only to ACD agents, but everyone with a phone in your organization. Although the call accounting reports and some agent reports track PBX call totals, these are not part of call center reporting. See ACD and PBX documentation for more information.
Some important notes,
Reporting Interval You will frequently see the phrase ‘in the reporting interval specified’ as part of a definition. This is simply to emphasize that
data is limited to the reporting interval, ie the date range and filters you
apply.
In the system You will frequently see the phrase ‘in the system’ as part of a definition. This simply refers to a call being somewhere in the ACD/IVR system whether queued or not, on an IVR port or not, talking to an agent or not.
IVR Statistics Definitions IVR Statistics, because they are numerous and more technical, are in a separate section of the glossary, following this.
STATISTICS GLOSSARY LABEL Description
nn:00 The nnth hour of the day. Not to be confused with duration data displayed in this format. If this is a label, such as 07:00, or 23:00 it refers to that hour during a 24 hour day in military time format. So 23:300 is 11pm and 07:00 is 7 AM.
System name: UNDEF
AAA Average Active Agents. The average number of unique agents that had that were in TALK or READY mode in the split(s) in the specified reporting interval. Even if a given agent logs in and out of the same split several times, they are counted only once in that split for this statistic. By convention, this is calculated by sampling and adding together the number active agents in each 15 minute block within the reporting period, then normalizing by the number of 15 minute blocks within the reporting period.
System name: UNDEF
AApost Number of calls handled by an agent after using auto attendant. System name: PAA
AApost% Percentage of calls handled by an agent after using auto attendant. System name: PAAR
AApre Number of calls handled by an agent before using auto attendant. System name: AAA
AApre% Percentage of calls handled by an agent before using auto attendant. System name: AAAR
AACWT Average After-Call Work Time. The average duration agents spent in after-call work mode, for the split(s)/queue(s) and date range specified. Some reports in the Library may display this statistics at AAWT. Formula
(Total After-call work time/Total after-call work instances) System name: AAWT
ABall Average break mode duration for all break modes, for the split(s)/queue(s) and date range specified.
System name: UNDEF
AB(n) Average break mode duration for break mode n, for the split(s)/queue(s) and date range specified.
System name: UNDEF
STATISTICS GLOSSARY (cont’d)
ABN (ABA)
Abandoned. This is the total number of abandoned ACD calls for the reporting interval specified. Calls in this category disconnected while assigned to an ACD queue, or while ringing on an ACD line
(Abandoned at Agent), or in a between where it was not assigned to any queue or agent (stranded). This typically means that the caller simply hung up while waiting in one of those situations. Note that ABA is used in some older reports in the Library.
Types of abandons…
o In Queue (assigned to a split)
Indicates any call abandoned in queue (in a split), exclusive of other subtypes. This is the default.
o In IVR and Queue (assigned to a split AND on an IVR port) Indicates any call abandoned in queue while also connected to an IVR port. Queued calls remain queued when they are sent to an IVR port. So, queued callers who hang up while using any IVR port for custom IVR, Automated Attendant, and so on, will be counted in abandoned statistics (ABN, ABR) shown in Split reports.
o At Agent (transferring from a split to an agent)
Indicates any call abandoned while transferred by the ACD from a queue to an agent. This indicates that the caller hung up while the agent phone was ringing with the call, or just prior. By definition, there is a queue associated with an abandoned-At Agent call, so this type of abandon does contribute to the abandon statistics (ABN, ABR) shown in Split reports.
o Stranded
Indicates any call abandoned while not on an IVR port, not in queue, and not at an agent. By definition, there is no queue associated with an abandoned-stranded call, so this type of abandon does NOT contribute to the abandon statistics (ABN, ABR) shown in Split reports. The only place this type appears is in the Daily Summary report.
What this is telling you…
For a call to be in any abandon category, it is typically an indication that the call was disconnected by the caller before reaching their intended destination, ie an agent, or an IVR application, extension, etc. System name: ABN
STATISTICS GLOSSARY (cont’d)
ABN1 Abandons Handled in Service Grade Level 1. The Report Generator allows you to specify 3 separate service grade levels in seconds. System name: GA1
ABN2 Abandons Handled in Service Grade Level 2. The Report Generator allows you to specify 3 separate service grade levels in seconds. System name: GA2
ABN3 Abandons Handled in Service Grade Level 3. The Report Generator allows you to specify 3 separate service grade levels in seconds. System name: GA3
ABR Abandon Rate. The percentage of calls abandoned in queue, or at an agent, for the split(s)/queue(s) and date range specified. In Split reports, this includes the three abandon types associated with queues,
o Abandoned in Queue
o Abandoned in Queue and IVR
o Abandoned at Agent
Abandon statistics (ABN, ABR) in Split reports do not include Abandoned-Stranded calls because by definition, there is no split associated with such calls.
Formula
(ABN/calls) X 100%, where calls is the number of unique calls queued to that split for the given reporting constraints.
System name: UNDEF
ACCT Account number. This is the account number field associated with a given call. The TFB system allows each call to be tagged with, or attached to, 3 standard fields of data – account, name, and
miscellaneous. The call could be tagged by a custom IVR program, by the Call Center Routing ANI Matcher function, or other custom code. What data actually goes into each of the 3 fields varies from site to site. System name: TA
ACD ACD Number. This For sites with multi-acd enterprise reporting, this is the ACD number assigned to each site.
STATISTICS GLOSSARY (cont’d)
ACT Average communication time (talk + hold). This is the total time all callers in the reporting interval spent connected to agent phones, including both in talk and on hold, normalized by the total number of calls in the reporting interval.
Formula
(ABN/calls) X 100%, where calls is the number of unique calls queued to that split for the given reporting constraints.
System name: UNDEF
ADA Average Delay to Abandon. This is the average duration calls were in the queue in which they were abandoned for the reporting interval specified. Time a call spent in other queues, prior to abandoning, is not counted in this statistic. NOTE: For calls that are abandoned while queued to multiple splits, the ACD selects which of those splits the abandon is assigned to, and that is the split ACD reports uses as the abandoned split.
System name: ADA
ADQ Average Delay in Queue. This is the average duration calls were in the queue in which they were answered, for the reporting interval specified. The time a call spent in other queues, prior to being answered in the current queue, is not counted in this statistic. Calls abandoned are not used to calculate this stat.
System name: adq
ADS Average Duration in System. This is the average duration calls were in the ACD for the reporting interval specified. It includes the time calls in the ACD were also connected to an IVR port, talking to an agent on an ACD line, queued, or routed within the ACD.
System name: ADS
AGTavg Average Agents in System. The average number of unique agents that had that were in TALK or READY mode in the split(s) in the specified reporting interval. Even if a given agent logs in and out of the same split several times, they are counted only once in that split for this statistic. By convention, this is calculated by sampling the number active agents in each 15 minute block within the reporting period. Formula
AIS = (Sum Agts)in all 15min blocks /(number of 15 min. block in interval) System name: AAIS
AGTS Agents in System. The number of unique agents that had that were in TALK or READY mode in the split(s) in the specified reporting interval.
STATISTICS GLOSSARY (cont’d)
AHLT Average Hold Time. This is the total time ACD calls were on hold, normalized by number of calls answered for the reporting interval specified.
Formula
AHLT = (total hold time/answered call instances), where answered call instances may include the same call answered more than once. System name: UNDEF
AHT Average Handle Time. This is the average time it took an agent to handle a call for the reporting interval specified. The Handle Time for a call is calculated from the time the agent answered, to the time the agent or caller hung up, plus the duration of After Call Work mode. Formula
AHT = (Total Handle Time)/(answered call instances),
Where… answered call instances may include the same call answered more than once. Total Handle Time is the sum of talk time + hold time + after-call work time for all calls queued to that split for the given
reporting constraints. System name: UNDEF
AID Agents ID. The ACD agent ID. System name: UNDEF
ANI Automatic Number Identification. The 10-digit phone number of the calling party. (See CLID) System name: UNDEF
ANS Answered calls. (ANS or ANSi) In reports that show unique CALLS, ANS indicates the number of unique calls answered by agents for the reporting interval specified. In reports that show call presentations, ANS indicates the number of ANS events including those for calls that have been queued to the same split more than once. System name: UNDEF
APT Average PBX call Time. The average call time on call center agent PBX lines, including inbound and outbound calls, as reported by the SMDR feed in the switch. System name: UNDEF
ART Average Ready Time. This is the average time agents spent in READY mode for the reporting interval. It is calculated from the sum of all ready durations divided by the total number of instances agent phones went from another mode into READY mode.
Formula
ART = (total Ready time)/(number of changes into READY mode) System name: ART
STATISTICS GLOSSARY (cont’d)
ASA Average Speed to Answer. This is the total time to answer for all calls in the reporting interval, divided by the number of calls answered in the reporting interval.
Formula
ASA = (tanswer 1 + tanswer 2 …+ tanswer N ) / Number of answers Where tanswer 1 is the answer time in seconds of the first call, tanswer 2 is the answer time in seconds of the second call, and so on. This is normalized by the total number of calls answered for the interval.
The time to answer for each call is measured from the time the call was queued to the time it was answered by an agent. The time to answer is measured from the time it was queued in the split it was actually answered in. This is true also for any call queued to multiple splits, where the speed to answer is calculated from the time queued to the split in which it was eventually answered. The time the call was queued to othere splits, in which the call was not answered, is irrelevant to this calculation.
Any calls queued but not answered are not used in this calculation in any way.
System name: ASA
ASB Average Speed to Abandon. The average time from the queuing event to abandon for abandoned calls in the specified split. System name: ASAB
ATT Average Talk Time. Talk time is measured from the time the agent answers the ACD line, to the time the call is disconnected or transferred, including hold time
Formula
ATT = (ttalk 1 + ttalk 2 …+ ttalk N ) / N
Where ttalk1 is the talk time in seconds of the first call, ttalk 2 is the talk time in seconds of the second call, and so on. N is the total number of calls for the interval and across the split(s), DNIS(s), or Pilot(s)
specified in the report. System name: UNDEF
Avg Average. Used along with the specific statistic to indicate that the value is an average. System name: UNDEF
STATISTICS GLOSSARY (cont’d)
AWall Average Work Duration in all Modes. The average time spent in all Work modes for the reporting interval specified. This includes after-call work.
System name: AWA
AWT Average Work Time. The average time spent in non-modal* Work mode for the reporting interval specified. This includes after-call work. *This is for systems that don’t support numbered work modes. System name: AWT
CALLS ACD call total. The number unique ACD calls for the given reporting interval. Although call counts are gathered in various ways, depending on the report, total calls for a given DNIS should be the sum of calls in all disposition categories for the same time period.
Calls By DNIS = ABN + ANS + ALL OTHER DISPOSITIONS
Note that total calls by split typically do not equal the sum of all dispositions, because calls can be queued to more than one split, increasing the per split call total, but a call has only one disposition.
Calls By Split ≠ ABN + ANS + ALL OTHER DISPOSITIONS
System name: CCC
CALLSpbx PBX call total. System name: PBX
CALLT ACD call duration. System name: CD
CDP Contact Disposition. The number of unique calls handled by an agent. System name: CDP
CF Callbacks Failed. Number of callbacks that fail to reach the original caller. Callbacks can fail because of a busy signal, tri-tone, or no answer. This statistics is incremented only once per unique callback in the system, not each instance of a given callback failing on retry. Presentations. System name: cf
CHp Calls Handled. The number of call presentations handled by an agent. System name: PH
CHc Calls Handled. The number of call presentations handled by an agent. System name: CH
CH% Call Handle Rate. The percentage of calls actually handled. System name: HR
STATISTICS GLOSSARY (cont’d)
CHgos Calls Handled within Grade. The number of calls handled by agents where the call was answered within the grade threshold.
System name: GC
CHivr IVR Calls Handled. The number of call presentations handled by the IVR. In newer versions, this is labeled CPivr.
System name: IHP
CH(n) Calls Handled. The number of call presentations handled by an agent in service level n, where n is 1, 2, or 3, corresponding to the thresholds set in the Report Generator for GOS 1, 2, and 3.
System name: GC(n)
CLID Calling Line ID. The 10-digit phone number of the calling party. (See ANI) System name: UNDEF
CO Calls Offered. Unique calls offered. Used in Report Library only. Same as Calls in the RG.
System name: CO
CP Call Presentations. Number of ACD call presentations for the reporting interval in question. Presentations are not necessarily unique calls as the same call can be presented multiple times to a given pilot, split or agent. In the Report Generator, Contact type report,
CP = CPacd + CPpbx + CPivr Presentations. System name: PRE
CPacd Call Presentations managed by the ACD. ACD Managed Presentations. System name: UNDEF
CPivr Call Presentations made to the IVR. Total number of call
presentations, including repeat presentations of the same call, to the the TFB IVR system in the reporting interval specified. In prior versions this was labeled CHivr.
System name: IHP
CPpbx Call Presentations made to the PBX. Total number of call
presentations, including repeat presentations of the same call, to the the TFB IVR system in the reporting interval specified.
System name: UNDEF
CPque Call Presentations made to an ACD queue or split. Total number of call presentations, including repeat presentations of the same call, to the ACD queues or splits in the reporting interval specified. In the Report Generator Contact type report, CPque = CH + XFR + ABN. System name: PO
CR Calls Recovered. The number of calls sent to an agent that were returned to queue by the ACD because the agent didn’t answer.
