Toshiba Strata CTX Insight CTX, Supervizor'S Manual

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Reports
Reports
Insight CTX Supervisor Guide 04/03
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A line group event report provides an event/call trace for a selected line group. You
can select the call types in which you are interested, for example, incoming, outgoing
or abandoned calls. For example to see a list of all abandoned calls the call center
experienced, compile a line group event report for all lines, selecting abandoned calls
only.
This report can be useful in finding out the Calling Line Identity (CLID) of the
customers who abandoned so their calls may be returned. The report is presented in a
call event per row format. Pagination of the report occurs if either there are too many
call events to fit in the height of a page or there are too many statistics parameters to
fit in the width of a page.
The types of events and call types supported are shown in Table 6 .
Table 6 Recorded Call Events
Events Recorded Agent Ext. Line Group
Name/Number
✔ ✔ ✔
Name/Number DID
✔
Event Type (types shown below):
Log on
✔ ✔
Log off
✔ ✔
Wrap-up
✔ ✔
Unavailable
✔ ✔
Available
✔ ✔
Call Ringing
✔ ✔
Answers Call
✔ ✔
Outgoing Call
✔ ✔
Internal Call
✔ ✔
Abandoned Call
✔
Overflowed (to non-ACD Extension)
✔
Event Start (date/time)
✔ ✔ ✔
Duration (mm:ss)
✔ ✔ ✔
Wait (ring) Time (mm:ss)
✔ ✔ ✔
Call Time (includes talk, held, and wrap-up time) (mm:ss)
✔ ✔ ✔