Avaya CCM 3.1 Standard Reports Download Page 19

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Standard Reports

Reports by Agent Activity

Reports covered in this section are:

"Agent Activity Report" on page 20.

"Agent Activity Trace" on page 21.

"Agent Callback Request" on page 22.

"Agent Group Busy Status" on page 23.

"Agent Group Graphical Summary (all calls)" on page 24.

"Agent Group Graphical Summary" on page 26.

"Agent Group Member Call Duration (all calls)" on page 28.

"Agent Group Member Call Duration" on page 30.

"Agent Group Tabular Summary (all calls)" on page 33.

"Agent Group Tabular Summary" on page 34.

"Agent Group Tabular" on page 32.

"Agent Individual" on page 36.

"Agent Tabular" on page 37.

"Outgoing Agent Cost" on page 40.

"Outgoing Most Called Destination by Agent Group" on page 38.

"Transfer Call Tracking Details by Agent" on page 39.

CCM 3.1

Page 19

Standard Reports

38DHB0002UKEM Issue 4 (18/07/2002)

Summary of Contents for CCM 3.1

Page 1: ...CCM 3 1 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 2: ...t Group Member Call Duration 30 Agent Group Tabular 32 Agent Group Tabular Summary all calls 33 Agent Group Tabular Summary 34 Agent Individual 36 Agent Tabular 37 Outgoing Most Called Destination by Agent Group 38 Transfer Call Tracking Details by Agent 39 Outgoing Agent Cost 40 Trunk Reports 41 Trunk Group Activity 42 Trunk Group Busy 44 Trunk Group Summary 45 Trunk Group Call Duration 46 Trunk ...

Page 3: ... System Summary 88 Target Graphical Summary 90 Incoming Call Duration Summary 91 Target Member Call Duration 92 Outgoing Most Expensive Dialled Number 93 Time in Activity 94 General Rules 95 General Rule for Account Coded Calls 95 General Rule for Target Reports 95 Technical Tip 95 Glossary 96 CCM 3 1 Page 3 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 4: ...r with their individual explanation In this manual the Standard Reports are divided into the following sections Reports by Account Codes on page 5 Reports by Agent Activity on page 19 Trunk Reports on page 41 CLI Reports on page 51 DDI Reports on page 57 Pilot Reports on page 71 Various Reports on page 81 CCM 3 1 Page 4 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 5: ... Account Code Log by DDI Graphical on page 8 Account Code Log by DDI on page 12 Account Code Log by Pilot Graphical on page 10 Account Code Log by Pilot on page 13 Account Code Log by Target Graphical on page 14 Account Code Log by Target on page 16 Outgoing Account Code Log Graphical on page 17 Outgoing Account Code Log on page 18 CCM 3 1 Page 5 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 6: ...Standard Reports Reports by Account Codes Account Code Log by Agent Group Graphical Description CCM 3 1 Page 6 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 7: ...Standard Reports Reports by Account Codes Account Code Log by Agent Group Description CCM 3 1 Page 7 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 8: ...Standard Reports Reports by Account Codes Account Code Log by DDI Graphical Description CCM 3 1 Page 8 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 9: ...Standard Reports Reports by Account Codes CCM 3 1 Page 9 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 10: ...Standard Reports Reports by Account Codes Account Code Log by Pilot Graphical Description CCM 3 1 Page 10 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 11: ...Standard Reports Reports by Account Codes CCM 3 1 Page 11 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 12: ...Standard Reports Reports by Account Codes Account Code Log by DDI Description CCM 3 1 Page 12 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 13: ...Standard Reports Reports by Account Codes Account Code Log by Pilot Description CCM 3 1 Page 13 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 14: ...Standard Reports Reports by Account Codes Account Code Log by Target Graphical Description CCM 3 1 Page 14 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 15: ...Standard Reports Reports by Account Codes CCM 3 1 Page 15 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 16: ...Standard Reports Reports by Account Codes Account Code Log by Target Description CCM 3 1 Page 16 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 17: ...Standard Reports Reports by Account Codes Outgoing Account Code Log Graphical Description CCM 3 1 Page 17 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 18: ...Standard Reports Reports by Account Codes Outgoing Account Code Log Description CCM 3 1 Page 18 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 19: ...raphical Summary on page 26 Agent Group Member Call Duration all calls on page 28 Agent Group Member Call Duration on page 30 Agent Group Tabular Summary all calls on page 33 Agent Group Tabular Summary on page 34 Agent Group Tabular on page 32 Agent Individual on page 36 Agent Tabular on page 37 Outgoing Agent Cost on page 40 Outgoing Most Called Destination by Agent Group on page 38 Transfer Cal...

Page 20: ...Standard Reports Reports by Agent Activity Agent Activity Report Description CCM 3 1 Page 20 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 21: ...Standard Reports Reports by Agent Activity Agent Activity Trace Description CCM 3 1 Page 21 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 22: ...Standard Reports Reports by Agent Activity Agent Callback Request Description CCM 3 1 Page 22 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 23: ...Standard Reports Reports by Agent Activity Agent Group Busy Status Description CCM 3 1 Page 23 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 24: ...Standard Reports Reports by Agent Activity Agent Group Graphical Summary all calls CCM 3 1 Page 24 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 25: ...Standard Reports Reports by Agent Activity Description CCM 3 1 Page 25 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 26: ...Standard Reports Reports by Agent Activity Agent Group Graphical Summary CCM 3 1 Page 26 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 27: ...Standard Reports Reports by Agent Activity Description CCM 3 1 Page 27 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 28: ...Standard Reports Reports by Agent Activity Agent Group Member Call Duration all calls Description CCM 3 1 Page 28 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 29: ...Standard Reports Reports by Agent Activity CCM 3 1 Page 29 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 30: ...Standard Reports Reports by Agent Activity Agent Group Member Call Duration Description CCM 3 1 Page 30 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 31: ...Standard Reports Reports by Agent Activity CCM 3 1 Page 31 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 32: ...Standard Reports Reports by Agent Activity Agent Group Tabular Description CCM 3 1 Page 32 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 33: ...Standard Reports Reports by Agent Activity Agent Group Tabular Summary all calls Description CCM 3 1 Page 33 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 34: ...Standard Reports Reports by Agent Activity Agent Group Tabular Summary Description CCM 3 1 Page 34 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 35: ...Standard Reports Reports by Agent Activity CCM 3 1 Page 35 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 36: ...Standard Reports Reports by Agent Activity Agent Individual Description CCM 3 1 Page 36 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 37: ...Standard Reports Reports by Agent Activity Agent Tabular Description CCM 3 1 Page 37 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 38: ...Standard Reports Reports by Agent Activity Outgoing Most Called Destination by Agent Group Description CCM 3 1 Page 38 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 39: ...Standard Reports Reports by Agent Activity Transfer Call Tracking Details by Agent Description CCM 3 1 Page 39 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 40: ...Standard Reports Reports by Agent Activity Outgoing Agent Cost Description CCM 3 1 Page 40 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 41: ... covered in this section are Trunk Group Activity on page 42 Trunk Group Busy on page 44 Trunk Group Call Duration on page 46 Trunk Group Response on page 48 Trunk Group Summary on page 45 CCM 3 1 Page 41 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 42: ...Standard Reports Trunk Reports Trunk Group Activity Description CCM 3 1 Page 42 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 43: ...Standard Reports Trunk Reports CCM 3 1 Page 43 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 44: ...Standard Reports Trunk Reports Trunk Group Busy Description CCM 3 1 Page 44 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 45: ...Standard Reports Trunk Reports Trunk Group Summary Description CCM 3 1 Page 45 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 46: ...Standard Reports Trunk Reports Trunk Group Call Duration Description CCM 3 1 Page 46 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 47: ...Standard Reports Trunk Reports CCM 3 1 Page 47 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 48: ...Standard Reports Trunk Reports Trunk Group Response Description CCM 3 1 Page 48 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 49: ...Standard Reports Trunk Reports CCM 3 1 Page 49 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 50: ...Standard Reports Trunk Reports CCM 3 1 Page 50 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 51: ...ts covered in this section are Customer Tracking by Area Code on page 55 Customer Tracking by Call Identifier on page 54 Customer Tracking by CLI on page 52 Lost Call CLI on page 53 CCM 3 1 Page 51 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 52: ...Standard Reports CLI Reports Customer Tracking by CLI Description CCM 3 1 Page 52 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 53: ...Standard Reports CLI Reports Lost Call CLI Description CCM 3 1 Page 53 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 54: ...Standard Reports CLI Reports Customer Tracking by Call Identifier Description CCM 3 1 Page 54 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 55: ...Standard Reports CLI Reports Customer Tracking by Area Code Description CCM 3 1 Page 55 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 56: ...Standard Reports CLI Reports CCM 3 1 Page 56 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 57: ... Duration on page 58 DDI Distribution by Target on page 60 DDI Distribution on page 61 DDI Response on page 62 DDI Routing on page 63 DDI Summary all calls on page 64 DDI Summary on page 66 Incoming DDI Summary on page 68 CCM 3 1 Page 57 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 58: ...Standard Reports DDI Reports DDI Call Duration Description CCM 3 1 Page 58 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 59: ...Standard Reports DDI Reports CCM 3 1 Page 59 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 60: ...Standard Reports DDI Reports DDI Distribution by Target Description CCM 3 1 Page 60 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 61: ...Standard Reports DDI Reports DDI Distribution Description CCM 3 1 Page 61 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 62: ...Standard Reports DDI Reports DDI Response Description CCM 3 1 Page 62 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 63: ...Standard Reports DDI Reports DDI Routing Description CCM 3 1 Page 63 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 64: ...Standard Reports DDI Reports DDI Summary all calls Description CCM 3 1 Page 64 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 65: ...Standard Reports DDI Reports CCM 3 1 Page 65 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 66: ...Standard Reports DDI Reports DDI Summary Description CCM 3 1 Page 66 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 67: ...Standard Reports DDI Reports CCM 3 1 Page 67 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 68: ...Standard Reports DDI Reports Incoming DDI Summary Description CCM 3 1 Page 68 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 69: ...Standard Reports DDI Reports CCM 3 1 Page 69 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 70: ...Standard Reports DDI Reports CCM 3 1 Page 70 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 71: ... Summary on page 72 Pilot Call Duration on page 74 Pilot Distribution by Target on page 75 Pilot Distribution on page 76 Pilot Response on page 77 Pilot Routing on page 78 Pilot Summary all calls on page 79 Pilot Summary on page 80 CCM 3 1 Page 71 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 72: ...Standard Reports Pilot Reports Incoming Pilot Summary Description CCM 3 1 Page 72 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 73: ...Standard Reports Pilot Reports CCM 3 1 Page 73 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 74: ...Standard Reports Pilot Reports Pilot Call Duration Description CCM 3 1 Page 74 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 75: ...Standard Reports Pilot Reports Pilot Distribution by Target Description CCM 3 1 Page 75 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 76: ...Standard Reports Pilot Reports Pilot Distribution Description CCM 3 1 Page 76 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 77: ...Standard Reports Pilot Reports Pilot Response Description CCM 3 1 Page 77 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 78: ...Standard Reports Pilot Reports Pilot Routing Description CCM 3 1 Page 78 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 79: ...Standard Reports Pilot Reports Pilot Summary all calls Description CCM 3 1 Page 79 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 80: ...Standard Reports Pilot Reports Pilot Summary Description CCM 3 1 Page 80 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 81: ...Number on page 93 System Summary on page 88 Target Graphical Summary on page 90 Incoming Call Duration on page 91 Target Member Call Duration on page 92 VM Call Flow Monitor by Call Flow Name on page 82 VM Call Flow Monitor by Topic on page 83 VM Call Flow Monitor on page 84 VM Summary on page 86 CCM 3 1 Page 81 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 82: ...Standard Reports Various Reports VM Call Flow Monitor by Call Flow Name Description CCM 3 1 Page 82 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 83: ...Standard Reports Various Reports VM Call Flow Monitor by Topic Description CCM 3 1 Page 83 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 84: ...Standard Reports Various Reports VM Call Flow Monitor Description CCM 3 1 Page 84 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 85: ...Standard Reports Various Reports Outgoing Most Called Destination Description CCM 3 1 Page 85 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 86: ...Standard Reports Various Reports VM Summary Description CCM 3 1 Page 86 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 87: ...Standard Reports Various Reports CCM 3 1 Page 87 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 88: ...Standard Reports Various Reports System Summary CCM 3 1 Page 88 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 89: ...Standard Reports Various Reports Description CCM 3 1 Page 89 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 90: ...Standard Reports Various Reports Target Graphical Summary Description CCM 3 1 Page 90 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 91: ...Standard Reports Various Reports Incoming Call Duration Summary Description CCM 3 1 Page 91 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 92: ...Standard Reports Various Reports Target Member Call Duration Description CCM 3 1 Page 92 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 93: ...Standard Reports Various Reports Outgoing Most Expensive Dialled Number Description CCM 3 1 Page 93 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Page 94: ...o end of call or transfer away from the reflected agent If the agent holds the outgoing call the rules outlined in Holding State shall apply If the outgoing duration in question refers to the initial set up of a call performed whilst the calling agent is currently holding on an earlier call the rules outlined in Holding State shall apply N Busy N A Time agent spent in Busy N A state Not available ...

Page 95: ... a target it the call has been routed to them via a personal DDI or after a transfer directly to them via voice mail using their DN Technical Tip If you are having problems with values not refreshing then this is a Business Objects issue The problem is that the list of values file has at some stage been corrupted The solution is to delete the list of values files so that they can be refreshed The ...

Page 96: ...in target total of calls answered lost calls Always less than or equal to PCA HNG Highest Numbered Group An agent may be a member of a number of groups The report will only show the information of the agent in the highest numbered group to which the agent belongs HNG is relevant for collective reports VM Integrated Voice Mail Separate manual available Lost Calls 1 Incoming calls that neither conne...

Page 97: ...e which was originally targeted by the switch Note 3 In systems front ended by the VM where no answer flag is issued and the VM transfers the call The original target is re assessed as that device to which the call is first transferred Tie Line Trunk which only connects to a single other PBX E g AC15 connection between two switches Total Answer Time The time between arrival at switch or point of t...

Page 98: ...d to this product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to gsspublishing avaya com Copyright 2002 Avaya ECS Ltd All rights reserved A...

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