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AltiReport Manual

Workgroup Reports

This section describes Workgroup reports.

2101 - Workgroup Call Detail Report

Description:

Reports call details for the specified workgroup(s).

Report Options

1. Select an agent to display the workgroups assigned to that agent.
2. Select single, multiple, or

All

workgroups.

3. Specify a time range for the report.
4. Narrow the report to specific days of the week and a span of time (optional).
5. Click

Run Report

to run the report.

6. Select the export format (HTML, PDF, Excel) and whether to separate the report

results into several files and/or export only specified pages.

Figure 13. This report shows inbound and outbound call data for the Customer Service

workgroup during a week in March.

Report Fields

•

Dir

—The direction of the call: Inbound or Outbound

Summary of Contents for AltiReport

Page 1: ...AltiReport Manual 12 2009 4510 0001 6 5 Update1...

Page 2: ...e liable for technical or editorial errors or omissions contained within the documentation The information contained in this documentation is subject to change without notice This documentation may be...

Page 3: ...e Export Report Screen 20 Scheduling Favorite Reports 21 Running a Favorite Report Manually 22 Printing HTML Reports 23 CHAPTER 3 The Reports 25 Agent Reports 25 1101 Agent Activity Event 25 1102 Agen...

Page 4: ...bound Overflowed Redirected Calls Wait Time 71 2304 Workgroup Inbound Calls Handling Time 73 2305 Workgroup Outbound Call Handling Time 74 2306 Workgroup Inbound Call Priority 76 2307 Workgroup Cumula...

Page 5: ...e disk space 1GB RAM 2GB RAM are required if run on the same machine as SQL Server Running AltiReport on the same machine as SQL Server is not recommended Microsoft Windows Server 2003 SP2 with Intern...

Page 6: ...est version 6 5 Update1 See AltiGen s CDR Manual for information AltiReport requires the installation of JRE version 1 5 Java Runtime Environment and Apache Tomcat 5 5 before AltiReport can be install...

Page 7: ...he Basic Settings dialog box enter the HTTP 1 1 Connector Port and Administrator login User Name and Password then click Next The HTTP Port defaults to 8080 If Port 8080 is not available it can be cha...

Page 8: ...tem 12 Run Configure Tomcat under Start Program Apache Tomcat 5 5 On the Java tab change the Maximum Memory Pool to 512M Restart the Tomcat Service Accessing AltiReports Remotely If AltiReport must be...

Page 9: ...tes or longer a timeout will occur and you will need to log in again To access the AltiReport log in screen enter the following URL into your Web browser http altiReport_server_IP_address 8080 altirep...

Page 10: ...u options Administrator Profile To enter or modify information for the administrator click the Edit button to open the Update Administrator Profile window Figure 3 Update Administrator Profile window...

Page 11: ...New CDR Database link in the CDR Database Registration window Figure 5 CDR Database Registration Add In the CDR Database Registration Add window enter the necessary information in the blank fields fo...

Page 12: ...n the AltiWare Registration window to check if the AltiGen server has an AltiReport license entered and registered Each AltiGen server needs to have one license To add an AltiWare MAXCS system click t...

Page 13: ...nagement Figure 8 User Management List All Users The administrator can add users to AltiReport using the User Management window To add an AltiReport user click the Add User link at the bottom of the p...

Page 14: ...enter the workgroup numbers and DNIS numbers Separate workgroup numbers and DNIS numbers with a semicolon To see a list of workgroup numbers from which to choose click the Workgroups Filter link When...

Page 15: ...he blank fields for AltiReport Server Name DNS name or IP address Web Server or Tomcat TCP Port Sender Email Address Outgoing Mail SMTP Server SMTP Server Requires Authentication checkbox SMTP Account...

Page 16: ...Administrator Profile CDR Database Registration AltiWare Registration User Management and Mail Server Configuration windows Figure 12 Backup and Restore window When you click Backup a File Download d...

Page 17: ...ver Configuration windows Figure 14 Configuration Restore Log Configuration The Download Log File button in the Log Configuration window allows you to download the AltiReport log file Figure 15 Log Co...

Page 18: ...w is displayed when a user logs into AltiReport for the first time Note When you add reports to the Favorite Reports List the List All Favorite Reports window becomes the window that is displayed the...

Page 19: ...ct the default AltiWare MAXCS in this dialog box Figure 18 Setting the query preference and default AltiWare MAXCS Available Reports These are the types of reports available Agent Reports reports on a...

Page 20: ...ysis 2206 Inbound Calls Wait Time Summary 2207 Inbound Calls Handling Summary 2208 Outbound Calls Handling Summary 2209 Service Level Summary Report Workgroup Analysis Reports 2301 Inbound Answered Ca...

Page 21: ...Report DNIS Reports DNIS Detail Report 3101 Call Detail Report DNIS Summary Report 3201 Call Summary Available Report Formats These are examples of the available report formats HTML PDF Excel Some rep...

Page 22: ...et a format preference for the report HTML PDF Microsoft Excel and set other preferences To access a report 1 From a Report drop down list move the cursor to the report menu you want Agent Workgroup o...

Page 23: ...stem you want to query and click Next 4 In the Set Parameters screen shown in the figure below set the parameters for the report including the Summary interval Time Range Filter By and Output Group by...

Page 24: ...t for the report HTML PDF or Excel Lets you save the report by clicking the Export to local button Lets you divide the report into more than one file Use the drop down list to specify the number of pa...

Page 25: ...To save the report parameters click Add to favorites The Add favorite report dialog box appears Give the report an appropriate name type a description and click Submit Thereafter the report will appea...

Page 26: ...Favorite Report Manually You can run a favorite report directly from the List all favorite reports screen by clicking its link You will not see the report s Set Parameters screen but you can check it...

Page 27: ...window Figure 29 Web Print window The Web Print feature will automatically adjust paper print size layout and orientation You can manually change the margins using the black margin icons at any corner...

Page 28: ...e Web Print feature make sure the Print background colors and images checkbox is checked in Windows Internet Explorer Internet Options Advanced Printing Otherwise the report generated will be displaye...

Page 29: ...wn Note For detailed information on database fields refer to AltiGen s Call Detail Reporting Manual Agent Reports This section describes Agent reports If a report is sorted by agent it displays the ag...

Page 30: ...e Displays the type of activity Unstaff Agent s extension is logged out as a virtual extension Login Agent is logged in to a workgroup Ready Agent is logged in and ready to take workgroup calls applie...

Page 31: ...k and a span of time optional 5 Click Run Report to run the report 6 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified...

Page 32: ...ad when it came in Within SLT Was the time the caller had to wait before connecting to an agent within the service level threshold specified Yes or No The Service Level Threshold is set in MaxAdmin Wo...

Page 33: ...report was run on agent extension 329 for a 2 week time period Wed Fri from 7 a m to 12 noon Day was chosen as the summary interval The agent took no calls on May 18 and as specified in the query form...

Page 34: ...Ready state DND FWD Time the agent s phone was set to DND or FWD Error The amount of time the agent s phone was in error state Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY...

Page 35: ...d a span of time optional 6 Select a group by option 7 Specify whether to include empty records 8 Click Run Report to run the report 9 Select the export format HTML PDF Excel and whether to separate t...

Page 36: ...d to calls that come in directly to the extension Each category displays the following Calls Total calls the agent was connected to in that category during the specified time period The percentage of...

Page 37: ...the report 9 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 5 This report grouped by agent subtotals th...

Page 38: ...Time the agent s phone is set to DND FWD Error The amount of time the agent s phone was in error state Direct Call Duration Total time the agent s connected inbound and outbound calls were in talk ti...

Page 39: ...DF Excel and whether to separate the report results into several files and or export only specified pages Figure 6 Monthly summaries were selected as a report parameter for this first quarter reportin...

Page 40: ...alls Number of calls requiring wrap up activity Total Total time spent in wrap up activities Avg Avg time per call spent in wrap up activities Total Calls Data Source All data from the tables AGENTPER...

Page 41: ...roup by option 6 Specify whether to include empty records 7 Click Run Report to run the report 8 Select the export format HTML PDF Excel and whether to separate the report results into several files a...

Page 42: ...s wrap up statistics Calls Number of calls requiring wrap up activity Total Total time spent in wrap up activities for all calls Avg Average time spent in wrap up activities per call that required wra...

Page 43: ...ptional 6 Select a group by option 7 Specify whether to include empty records 8 Click Run Report to run the report 9 Select the export format HTML PDF Excel and whether to separate the report results...

Page 44: ...ent in voice mail per call that went to VM Talk Calls Direct Outbound Calls Displays the following call statistics For Connected calls Calls Total number of direct outbound calls that were connected T...

Page 45: ...of week 3 Specify a time range for the report 4 Narrow the report to specific days of the week and a span of time optional 5 Click Run Report to run the report 6 Select the export format HTML PDF Exc...

Page 46: ...All WG s Outbound Calls Number of outbound workgroup calls made Direct Inbound Calls Number of inbound direct calls answered Direct Outbound Calls Number of outbound direct calls made Data Source All...

Page 47: ...Click Run Report to run the report 6 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 10 This report dis...

Page 48: ...44 AltiReport Manual Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2...

Page 49: ...optional 4 Click Run Report to run the report 5 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 11 Agen...

Page 50: ...pecify a time range for the report 3 Narrow the report to specific days of the week and a span of time optional 4 Select an increment in seconds Here you are asking for example how many calls were ans...

Page 51: ...s you specified in seconds Calls The number of workgroup calls answered by the agent during the intervals shown Percent The percentage distribution of workgroup calls answered by the agent during the...

Page 52: ...All workgroups 3 Specify a time range for the report 4 Narrow the report to specific days of the week and a span of time optional 5 Click Run Report to run the report 6 Select the export format HTML P...

Page 53: ...on hold after talking with an agent starts Rec For how long the call was recorded Start Priority The priority this call had when it came in Within SLT Was the time the caller had to wait before conne...

Page 54: ...cel and whether to separate the report results into several files and or export only specified pages Figure 14 This report shows length of time the agent spent in various states logged in not ready DN...

Page 55: ...k Run Report to run the report 8 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 15 A summary interval o...

Page 56: ...otal of RNA calls agent was rung but did not answer for the agent and summarizes the time the agent spent in other activities while logged in Not Ready Amount of time in Not Ready state DND FWD Amount...

Page 57: ...p by option 6 Specify whether to include empty records 7 Click Run Report to run the report 8 Select the export format HTML PDF Excel and whether to separate the report results into several files and...

Page 58: ...ys the following Calls Total calls the agent was connected to in that category during the specified time period The percentage of the agent s calls that fall into that category category Calls All Call...

Page 59: ...ic days of the week and a span of time optional 5 Select a group by option 6 Specify whether to include empty records 7 Click Run Report to run the report 8 Select the export format HTML PDF Excel and...

Page 60: ...d Direct Outbound Each category displays the following Calls Total calls the agent was connected to in that category during the specified time period for the specified workgroup Percentage that number...

Page 61: ...the report 9 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 18 This report shows inbound and outbound c...

Page 62: ...ge that number is of the total workgroup calls for the specified time period Overflowed Redirected Calls Inbound Calls Total Calls Connected Outbound Calls Displays the workgroup s total number of out...

Page 63: ...t 2 Select workgroup s 3 Choose how you want the data summarized by day week or month 4 Specify a time range for the report 5 Narrow the report to specific days of the week and a span of time optional...

Page 64: ...d ABN Hang up in Queue The number of calllers who hung up while in queue Hang up in Ring The number of callers who hung up when the phone was ringing Total ABN Calls Total number of abandoned calls in...

Page 65: ...hoose how you want the data summarized by day week or month 4 Specify a time range for the report 5 Narrow the report to specific days of the week and a span of time optional 6 Select a group by optio...

Page 66: ...e required by all answered calls for talk hold and wrap up Avg Handle Average handling time per call Answered Handle Time Answered of Calls Abandoned Calls of Calls Number of calls that were abandoned...

Page 67: ...e export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 21 This report data is displayed in weekly intervals for a one mo...

Page 68: ...64 AltiReport Manual Data Source All data from the table WGSUMMARY...

Page 69: ...n Report to run the report 9 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 22 This report shows calls...

Page 70: ...verflowed Redirected of Calls Inbound Total Service Level Percentage of calls that met the service level requirement 100 Total of Calls in all 3 categories whose wait time was greater than the service...

Page 71: ...t HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 23 The one week reporting period specified is broken out by day and reported in...

Page 72: ...shows the number and percentage of calls answered within the specified time periods in increments of 60 seconds in this case The bottom graph shows cumulatively how many and what percent of calls wer...

Page 73: ...ML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 25 This report summarizes the wait time of abandoned calls during a specified one w...

Page 74: ...top graph shows the number and percentage of calls abandoned within the specified time periods in increments of 60 seconds in this case The bottom graph shows cumulatively how many calls were abandon...

Page 75: ...el and whether to separate the report results into several files and or export only specified pages Figure 27 This data covers a one week time period for workgroup 450 broken out by day Report Fields...

Page 76: ...d percentage of calls that waited for the specified time in incremental periods of 60 seconds in this case before being overflowed or redirected The bottom graph shows the accumulation of calls that w...

Page 77: ...ther to separate the report results into several files and or export only specified pages Figure 29 This report shows the contributions of two agents to the Customer Service workgroup during a two wee...

Page 78: ...arate the report results into several files and or export only specified pages Figure 30 This data reports on outbound call handling time during the month of April It is reported in 120 second increme...

Page 79: ...two graphs Figure 31 The first graph shows the number and percentage of outbound calls whose handling time falls into the interval of seconds specified The second graph shows the call data accumulatin...

Page 80: ...s and or export only specified pages Figure 32 This report shows the priority level of inbound calls to the Customer Service workgroup for the month of April It is broken out by week Report Fields Sta...

Page 81: ...s also reported in two graphs Figure 33 The top graph shows the number of incoming calls by priority level for the specified reporting period The bottom graph shows a cumulative view of calls by prior...

Page 82: ...d whether to separate the report results into several files and or export only specified pages Figure 34 Data was specified to be broken out in this report by hour of day Report Fields Report interval...

Page 83: ...tbound calls is broken out into three categories Calls Total number of connected outbound calls in the time period specified Talk Total talk time on those outbound calls Avg Average talk time per call...

Page 84: ...d pages Figure 36 Wait time in this April report on workgroup 450 is broken out by hour of day Report Fields Report interval The report interval specified in the query Day of Week or Hour of Day Total...

Page 85: ...ted Wait Time Total wait time before those calls were overflowed redirected Avg WT Average wait time per call Overflowed Redirected Wait Time Overflowed Redirected Calls The report includes the follow...

Page 86: ...separate the report results into several files and or export only specified pages Figure 38 This first quarter report on the Customer Service workgroup displays data by day of week as specified in th...

Page 87: ...Calls Number of inbound calls that were overflowed redirected Percentage those calls are of the total calls Overflowed Redirected of Calls Total of Calls Total Calls in Queue Number of calls that spe...

Page 88: ...everal files and or export only specified pages Figure 40 This report shows outbound call data for workgroup 450 for the month of February from 7 a m to 6 p m The report interval is hour of day Report...

Page 89: ...Reports AltiReport Manual 85 Figure 41 The top graph shows number of calls per selected time period The bottom graph shows average talk time and average handling time Data Source All data from the ta...

Page 90: ...eport results into several files and or export only specified pages Figure 42 The call totals shown on this report are drawn from data on the Sales workgroup for the month of March They are reported b...

Page 91: ...f Calls Total Inbound Calls The data is also displayed in two graphs Figure 43 The top graph shows the numbers of calls that were answered abandoned and overflowed by hour of day in the specified time...

Page 92: ...arate the report results into several files and or export only specified pages Figure 44 Data is reported here for the month of March grouped by hour of day for the specified time period Report Fields...

Page 93: ...top graph shows the number of incoming calls that spent time in queue and those that did not The bottom graph shows percentage of total calls that spent time in queue and those that did not spend tim...

Page 94: ...t format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 46 This data on the Customer Service group is from the month of April fr...

Page 95: ...hapter 3 The Reports AltiReport Manual 91 Figure 47 A line graph shows average talk time and average handling time for the reporting period by hour of day Data Source All data from the table WGSUMMARY...

Page 96: ...t 5 Narrow the report to specific days of the week and a span of time optional 6 Click Run Report to run the report 7 Select the export format HTML PDF Excel and whether to separate the report results...

Page 97: ...parate the report results into several files and or export only specified pages Figure 49 This report shows outbound call handling data for the Sales workgroup for a specified period of time in May fr...

Page 98: ...94 AltiReport Manual Figure 50 A line graph shows average talk time and average handling time Data Source All data from the table WGSUMMARY...

Page 99: ...lick Run Report to run the report 6 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 51 This report shows...

Page 100: ...k and a span of time optional 5 Click Run Report to run the report 6 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified...

Page 101: ...un Report to run the report 6 Select the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 53 This report shows the s...

Page 102: ...the export format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 54 This report on the Customer Service workgroup covers the mo...

Page 103: ...was greater than the service level threshold Total Inbound Calls Answer Service Level Percentage of answered calls that met the service level requirement Total Answered Calls Answered Calls whose que...

Page 104: ...pages Figure 56 This figure shows one record of a DNIS Call Detail Report Report Fields Start Time Time the call came in End Time Time of disconnection Caller Phone number of the caller Agent The age...

Page 105: ...Chapter 3 The Reports AltiReport Manual 101 Seq ID A unique number that identifies multiple records of the same call same Session ID Data Source All data from the table CDRMAIN...

Page 106: ...57 This report was run for the month of April on DNIS 583 The report interval specified was by week Subtotals are given per week with a grand total at the end Report Fields DNIS The DNIS number that w...

Page 107: ...all calls with talk duration 0 and abandon target type 0 of Calls Number of calls to this DNIS number that were overflowed of Calls Percentage that number is of Total Calls Overflowed of Calls Total C...

Page 108: ...104 AltiReport Manual...

Page 109: ...l Outbound Calls Han dling Time 93 2316 Daily Max Number of Calls in Queue 95 2317 Daily Longest Queue Time 96 2318 Daily Real Time Service Lev el 97 2319 Historical Service Level Summary Report 98 31...

Page 110: ...dling Summary 61 Workgroup Inbound Call Priority 76 Workgroup Inbound Calls Answer ing Time 73 Workgroup Inbound Calls Wait Time Summary 59 Workgroup Inbound Overflowed Redirected Calls Wait Time 71 W...

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