Reports. Quick Reference Card. Option Group. Date Settings. Time Options. Agent and Queue Selection. Call Types

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Introduction to Reports

The Reports module empowers Zeacom Communications Center users to run customized reports about their contact center agents, call handling, and Zeacom CTI Server system setup. These reports allow users to analyze how queues and agents are handling customer contacts. You can also review general system operation and call frequency or duration.

Run Reports and Log In

1. Double-click the Reports icon on your PC Desktop. 2. Enter your full name into the Login Name field.

3. Enter your PIN number into the PIN field. This is the same PIN used to access other Enghouse Systems applications.

The Interface

The Reports interface provides complete information about the current report.

Toolbar Icons

Click Open to open previously saved QRP reports. Click Save to save a report. See "Saving Reports" (page 3) for more information.

Click Print to print the current report or graph. Use the Wizard to set options for the selected report. Use Report Setup to select all regular and advanced parameters for the selected report.

Run Reports

Click a report of interest and then run the Report Wizard or open the Report Setup dialog.

Option

Group Description

Date Settings

Set the date range for the report:

l Absolute Date—Specify a start and finish

date.

l Relative Date—Select a period relative to

today, such as last week or last month.

l Custom date—Use a formula to specify a

relative period. For example, from 5 days ago to today.

Tip: When you create a Personal Report to save and run again, you may want to select the relative or custom dates, rather than the absolute dates.

Time Options

Set a start and end time. The time applies to each day within the dates you set. This limit can be useful for troubleshooting, or to report on a specific shift time.

Agent and Queue Selection

You can select Agents or Queues to include individually. If you have set up Report Groups (in Administrator), you can include multiple queues or agents within a group and select it with one click.

Tip: Right click a group and select Properties to view its members.

Call Types Choose which types of calls to report on.

l 1-9—Callback attempts 1-9 to return a call

after a callback has been lodged

l *—Callback attempts greater than 9.

l A—Abandoned calls: Queue calls where the

caller hung up before being answered

l C—Callbacks: Incoming calls where the

caller left their details so they could be called backed.

l D (Agent Only)—Calls that came in directly

to the agent’s extension, not via the queue

l H—Hangup: Calls that the system hung up

on (i.e. the mode action was set to hang up)

l I (IVR Only)—IVR: Interactive Voice

Response

l K—Powerdial: Outbound call automatically

made by the system for an agent

l N—Networked Queuing

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Option

Group Description

l O (Agent Only)—Outbound calls: Calls that

the agent dialed

l P—Picked (up) calls: Calls that were

delivered to an agent who did not answer; and a different agent dialling the call pick up code from another phone answered these calls.

l Q—Queue calls: Calls that were delivered by

the queue and successfully answered by an agent

l R—Queue calls that have been pulled

backed into the queue after they were unanswered at an agent extension

l T—Calls transferred by the system when the

mode action was set to transfer

l U (Agent Only)—Unanswered calls:

Non-queued type calls that rang at an agent’s phone but were unanswered

l V—Calls transferred by the system to

Voicemail (the mode action is set to transfer)

Note: The relevant call types are pre-selected. Call

Filtering

You can choose to exclude some abandoned calls and short outgoing calls from the report. Select the default value set for the queue (recommended, but only available when reporting on a single queue), or a specific abandon time.

Detail Level

You can choose the level of detail for the report and the reporting interval. Each report has a default detail level, which is the recommended level for most purposes.

Note: A summary interval is only available for some reports.

Advanced Filtering Options

The Configure Advanced Options link allows you to choose to include or exclude time periods for which there is no data recorded (for example periods where no calls occurred).

Note: If you plan to export the data to another application, you should include all time periods so the data is consistent.

Summary of Report Parameters

The summary screen provides you with an outline of the report parameters selected throughout the report wizard.

Review the summary and click Run Report to view the contents.

Understanding the Output

Report View

Reports are displayed in the Report pane.

Note: If the system has queues or agents operating in Reports, all times presented are local time according to the time zone assigned to that queue or agent.

Tip: To resize or refresh the report, right-click within a report to quickly and select the appropriate option.

Graph View

For some reports, you can transform statistical reports into easy to understand visual presentations.

» Create and run a report and click the Graph tab.

Notes:

l Duration is only available when you are reporting on a single agent or queue. Each period shows as a separate column with time advancing from left to right.

l To specify how time periods are displayed, and whether

reports should be sorted by name or number, select Reports

> Options...

l Graphs are automatically scaled to fit the screen and scaled

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Saving Reports

Click File > Save Report and select the location, file name and file type. You can save the report in the following formats:

l .QRP saves the fully formatted report exactly as it appears in

the Reports application. You can open this file with Reports by selecting Open Report from the File menu.

l .CSV saves the report data as text in a file. You can use a

CSV file to export the report data to a third party spreadsheet or database program.

l .PDF saves the fully formatted report that is viewable across

multiple platforms and operating systems.

You can control the information that is returned when you save a report as a CSV file. By default, the export only includes the column headings and detail information. You can choose to include the title and parameters, the sub-total rows, and the total rows.

Note: You must set the options before you produce the report. If you change the options, you must re-run the report for the change to take effect.

1. Click Report > Options...

2. Select the additional information you want to include with the export, then click OK.

Configure Scheduled Reports

You can schedule a Personal Report to run automatically or run it manually by right-clicking it in the Personal report group and selecting the appropriate option.

Create a Personal Report

1. Right-click the Personal report group and select Add Report. 2. Set up the report parameters as

required. See "Run Reports" (page 1) for more information.

Notes:

l Take note of the report alias. You will use this value when scheduling the report.

l A user does not have access to personal reports created by other users.

Schedule a Report

1. Log on to the computer where you want the task to run. This could be the Enghouse Systems CTI Server or a workstation. 2. Log in to Reports as the same user you used to create

Personal Reports. 3. Click Tools > Scheduler... 4. Select File > Add.

5. Select one or more reports you want to schedule and complete the Wizard. Review the following for additional information:

Option Description

Use Date Stamp Select this option if you want each output file to have a unique name.

Option Description

Print to default printer

Select this option if you want the reports to print after they are created. E-Mail Reports Select this option to send the reports

by email when they are created. File type See "Saving Reports" (page 3) for

more information. Username and

password for the scheduled task

The Windows account should be one that is permitted to run scheduled Windows Task on this PC. The job appears in the Scheduled Reports window (can be accessed by selecting Tools > Scheduler...) and the Windows Scheduled Tasks list.

Tips:

l Personal reports can also be added to the scheduler by right-clicking on Personal Report and selecting Add to

Task Scheduler.

l To view and edit parameters, double-click any scheduled task in the Scheduled Reports window. If you need to make major changes, it may be easier to delete the existing schedule job and create a new one.

Report Groups

The reports are divided into these main categories:

l Detailed Reports—Overview information on a short-term

basis, i.e., daily. See "Detailed Queuing Reports" (page 3) for more information.

l Historical Reports—Information on a long-term basis, i.e.,

monthly or weekly. See "Historical Reports" (page 5) for more information.

l Voicemail Reports—Voicemail and mailbox use

information. See "Voice Messaging Reports" (page 5) for more information.

l Console Reports—Operator calls and Console use

information. See "Console Reports" (page 5) for more information.

l Fax Reports—Overview information about inbound and

outbound Fax usage. See "Fax Reports" (page 6) for more information.

l System Setup Reports—Overview information about the

Enghouse Systems CTI Server system setup. See "System Setup Reports" (page 6) for more information.

l Presence—Information on the Presence status and call

activity. See "Presence" (page 6) for more information.

l Personal Reports—Allows you to save commonly used

reports with all setup parameters.

Detailed Queuing Reports

Detailed Reports are based on the original data logged for every call and event. They allow a complete view of information. You can limit the reports to show specific information such as a specific type of call or activity by a particular agent.

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Administrator under the File > System Setup > Queuing tab >

Keep Detailed Records For…

Detailed Reports for Queues

Report Description

Queue Multimedia Provides statistics for the queues across multiple media types. Queue

Performance*

Shows abandoned, wait time, ring time, call length, call type, answering extension & call totals

Queue Service Level Monitors each individual call on a particular queue to show the impact it has on the Grade of Service.

Queue Traffic Analysis*

Provides peak and trough times. Used to forecast staff rostering.

Queue Traffic Comparison

Combines Traffic Analysis & Service Level.

Queue Transferred Calls*

Identifies incoming calls transferred to another destination. The calls are grouped by transfer destination. X Seconds* Breaks down calls into a table format to

display the total amount of calls that are answered in each time block.

Callback Analysis Provides a detailed analysis of Callback transactions.

Queue Wrapup Provides information on how many wrap up codes have been used for individual queues, which codes they are, and the agent who entered it. Held Calls Base on incoming calls only are

compares calls placed on hold against time spent talking with an agent. Auto-Attendant

Option

Shows the number of times that callers chose each key press option for each auto attendant level. If the option includes further setup or caller input, the report shows these details.

ETA Performance Determines if estimated time to answer is being met.

Mode Change Documents mode changes for the selected queues over a specified period of time.

Note: * indicates the most commonly run reports.

Detailed Reports for Agents

Report Description

Agent Activity Provides a breakdown of each individual agent’s activity during the course of a day. This report shows what the agent was doing and for what amount of time.

Report Description

Agent Availability* Shows all login, logout, break and work times. Show total time of each state and the duration of that state.

Agent Multimedia Provides details of an agent’s performance across all media types – phone, email and web-callback. Agent Performance* This report examines the individual

performance of Agents daily averages and totals for each Agent, and the details of each call.

Agent Snapshot Provides a summary of agent or group activity over intervals within the report period.

Agent Summary* Reviews how many queue, direct and outbound calls have been made. Show agent talk time and availability.

Agent

Breaktime/Worktime Reason

Reports every instance of breaks and worktime for a selected date range by agent.

Break/Worktime Reason

Reports every instance of breaks and worktime for a selected date range. Call Tracking Displays the history of each call for the

Queues and Agents selected over the period selected. Consultations and transfers related to the call are displayed in the same group. Call Type Analysis Similar to the Agent Summary report

except for the omission of the agent's login and total talk time.

Agent Wrapup Reports on how many wrap-up codes were recorded by agents.

Other Detailed Reports

Report Description

Wrapup* Lists every call and call subtotals, with wrapup code information, hourly, daily and for a specified period.

Departmental Inbound Call

This report measures the inbound traffic on department extensions and queues. Departmental

Outbound Call

This report measures the outbound traffic on department extensions. Held Calls Provides statistics for held calls,

showing the breakdown of a call with talk, hold and wait time.

In-dial Calls Shows an hourly summary of call origin on each In-dial number.

In-dial Traffic Analysis

Provides an overview of In-dial call activity by queue.

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Historical Reports

Historical reports are compiled from summarized data, the history of queue activity. They allow users to overview data for an archived period.

For queues, this data is summarized (archived) into 15-minute intervals at midnight each day by the Enghouse Systems DBCleanup application. For agents, this data is summarized daily.

Notes:

l Historical Reports can only be run for a data that has been

summarizes by DBCleanup.

l All abandoned calls are included in historical reports. l The reporting interval is higher, and details are lost, on

Historical Reports as compared to Detailed Reports. Users can develop Detailed Reports from interesting Historical Report events.

Historical Reports for Queues

Report Description

Queue Historical Reports queue calls, call waiting and call abandoned rates for the archived data period.

Queue Historical Average

This report is the Queue Traffic Analysis but with archived data.

In-dial Historical Analyses Queue performance for specific in-dial numbers over the archived period.

Callback Queue Historical

Reviews queue based callbacks for the archived period.

Historical Reports for Agents

Report Description

Agent Historical Reports agent calls and time at work for a period longer than a week

Agent Historical Average

This averages and summarizes all information that is provided by Agent Historical to establish trends. Callback Agent

Historical

Reviews agent based callback data for the archived data period.

Voice Messaging Reports

Voice Messaging Reports use records from your system's voicemail configuration and voicemail usage activity. The Voice Messaging Reports allow you to view the voicemail setup and use of your users' mailboxes.

Voice Messaging Reports are designed to be run daily or weekly. The recommended run frequency is included with each report.

Reports for Mailboxes

Report Description

Voicemail Auto- Reviews Voicemail Auto Attendant

Report Description

Attendant Option actions over a specified period of time. This report is typically used for company, queue, or departmental mailboxes.

Mailbox Profile Documents the current mailbox configuration for each user and identifies any mailboxes not set up correctly.

Mailbox Summary Allows the users to review the current message status for a mailbox.

Notification Attempts Provides a historical view of outbound notification statistics. (A Notification is a phone, pager, or email message that the system sends when a message is left in a user's mailbox. Notifications are configured by the user.)

Voicemail Usage Reviews voicemail use and the history for all mailboxes and provides a summary of voicemail traffic.

Console Reports

Console Reports use records about operator queues that are stored for a limited length of time. This detail enables you to report on individual operator and Console use statistics daily. Certain Console reports are designed to be run daily. Others, such as the Operator Summary report, can be run on a weekly or monthly basis. The recommended run frequency is included with each report.

Reports for Console (Operator) Queues

Report Description

Console Performance

Provides data used to evaluate the performance of the Operator on a call volume basis.

Console Service Level

Provides a period snapshot of the Service Level on a per Operator basis. It also reviews trends in service levels based on time of day.

Console Traffic Analysis*

Provides a snapshot of the Operator’s call activity.

Console Transferred Calls*

Identifies incoming calls transferred to another destination by a Console Operator. The calls are grouped by transfer destination.

Console X Seconds* Totals call wait times into time slots. Used to measure unacceptable wait times.

Operator Call Type Analysis

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Reports for Console Operators

Report Description

Operator Performance

Examines the individual performance of the Operators. Daily averages and totals for each Operator are identified with the details for each call.

*Operator Summary Monitors the performance of the Operators in detail based on availability call type and call duration.

Fax Reports

Fax Reports show summary and detailed information on Fax delivery and sending.

This Report... Allows You to...

Inbound Fax Messaging

Report on faxes that have been received on a per mailbox basis. Inbound Queue Fax Report on faxes that have been

received on a per queue basis. Outbound Queue

Fax

Report on faxes that have been sent on a per queue basis.

Fax Destination List fax transmissions sent to selected fax numbers.

Outbound Fax Messaging

Report on faxes that have been sent on a per mailbox basis.

System Setup Reports

The System Reports allow you to document your current system configuration quickly and easily. Most System Reports do not require you to enter any parameters. Simply clicking the report name in the group bar runs the report.

Report Description

Agent Setup Documents the current Agent configuration.

Voice Port Exception Identifies all calls that have experienced a delay in their announcement.

Voice Port Usage Provides a breakdown of how the Announce ports are being used. Shows a record of all announcements that have played the types of calls and actions used.

Audit Trail Indicates who has made changes to the system. As this report is complex and has various database flags, it is

generally used by support personnel as an administrative support tool for analysing usage.

Auto Attendant Setup

Documents the current Auto Attendant configuration.

Report Description

Call Tracking Displays the history of each call for selected Queues and Agents over a defined period. Consultations and transfers related to the call are displayed in the same group. System Agent Login

Class Setup

Lists agents that are available to log into each particular class.

Customer Query Setup

Documents the current Customer Query configuration and entries.

Delivery Pattern Setup

Show any assigned classes associated with each pattern.

Group Setup Document your current Group configuration.

Line Setup Documents the current line

configuration. Describes all available lines: phone lines, email lines, and other lines.

System

Break/Worktime Reason Setup

Provides a full breakdown of the Break and Worktime Reasons set up in the selected company, for all Agent Login Classes.

Phonebook Setup Documents the current Phonebook configuration and entries.

Progress Setup Documents the current Progress announcement configuration and entries.

Query Database Setup

Documents the current Query Database configuration.

Queue Setup Documents the current Queue configuration.

Site Notes Displays text that is entered within the information field associated with setup elements throughout the Administrator application.

Wrapup Setup Documents the current Wrapup code configuration.

Presence

The Presence report allows you to analyze the Presence status and call activity.

Note: The correct Security Permissions are required to access both the Presence and Call History report functionality.

Report Description

Presence Report The Presence report enables you to analyse the Presence status and call activity for each period that a selected profile is active, at either a user or departmental level.

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References

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