Contents
CCM 3.1
Page 2
Standard Reports
38DHB0002UKEM Issue 4 (18/07/2002)
Contents
Standard Reports ..................................................................................................................... 4
Introduction ........................................................................................................................................ 4
Reports by Account Codes............................................................................................................... 5
Account Code Log by Agent Group (Graphical) ..............................................................................................6
Account Code Log by Agent Group .................................................................................................................7
Account Code Log by DDI (Graphical).............................................................................................................8
Account Code Log by Pilot (Graphical) ..........................................................................................................10
Account Code Log by DDI..............................................................................................................................12
Account Code Log by Pilot.............................................................................................................................13
Account Code Log by Target (Graphical) ......................................................................................................14
Account Code Log by Target .........................................................................................................................16
Outgoing Account Code Log (Graphical) ......................................................................................................17
Outgoing Account Code Log ..........................................................................................................................18
Reports by Agent Activity ............................................................................................................... 19
Agent Activity Report......................................................................................................................................20
Agent Activity Trace .......................................................................................................................................21
Agent Callback Request.................................................................................................................................22
Agent Group Busy Status...............................................................................................................................23
Agent Group Graphical Summary (all calls)..................................................................................................24
Agent Group Graphical Summary ..................................................................................................................26
Agent Group Member Call Duration (all calls) ..............................................................................................28
Agent 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 Group Response..................................................................................................................................48
CLI Reports....................................................................................................................................... 51
Customer Tracking by CLI .............................................................................................................................52
Lost Call CLI...................................................................................................................................................53
Customer Tracking by Call Identifier ..............................................................................................................54
Customer Tracking by Area Code..................................................................................................................55
DDI Reports ...................................................................................................................................... 57
DDI Call Duration ...........................................................................................................................................58
DDI Distribution by Target..............................................................................................................................60
DDI Distribution ..............................................................................................................................................61
DDI Response ................................................................................................................................................62
DDI Routing....................................................................................................................................................63
DDI Summary (all calls)..................................................................................................................................64
DDI Summary.................................................................................................................................................66
Incoming DDI Summary .................................................................................................................................68
Pilot Reports..................................................................................................................................... 71
Incoming Pilot Summary ................................................................................................................................72
Pilot Call Duration...........................................................................................................................................74
Pilot Distribution by Target .............................................................................................................................75
Pilot Distribution .............................................................................................................................................76
Pilot Response ...............................................................................................................................................77
Pilot Routing ...................................................................................................................................................78
Pilot Summary (all calls).................................................................................................................................79
Pilot Summary ................................................................................................................................................80
Various Reports ............................................................................................................................... 81
