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Historical Service Level Summary

Report

installation

fresh

installlation

upgrade

Java Runtime Environment, re-

quirement

limiting user’s access

log configuration

mail server configuration

managing users

printing reports

query preference

query preference, selecting

registering AltiWare

registering CDR database

remote access

reports

adding to favorites

browsing on web

dividing into several files

exporting

formats

list of

printing HTML

running

saving parameters

requirements

restore backup file

scheduling favorite reports

setting up AltiReport

Tomcat, requirement

Total & % Inbound Calls ANS/ABN/

OFL

Total & % WG Inbound Calls in

Queue

Total Outbound Calls

Total Outbound Calls Handling Time

upgrading

user login

user management

user role

Web Print feature

WG Calls and Direct Call Activity

Summary Report

Workgroup Agent Call Activity Sum-

mary with % Analysis

Workgroup Agent Call/Time Contri-

bution % Comparison

Workgroup Agent(s) Performance

Summary

Workgroup Agent(s) State

Workgroup Call Detail Report

Workgroup Cumulative Inbound

Call Handling

Workgroup Cumulative Inbound

Call Wait Time

Workgroup Cumulative Inbound/

Outbound Call

Workgroup Inbound Abandoned

Call Wait Time

Workgroup Inbound Answered Call

Wait Time

Workgroup Inbound Call Handling

Summary

Workgroup Inbound Call Priority

Workgroup Inbound Calls Answer-

ing Time

Workgroup Inbound Calls Wait Time

Summary

Workgroup Inbound Overflowed/

Redirected Calls Wait Time

Workgroup Inbound/Outbound Call

Summary with % Analysis

Workgroup Outbound Call Handling

Summary

Workgroup Outbound Call Handling

Time

Workgroup Reports

Average Call Handling Time

Cumulative Outbound Call Han-

dling

Daily Longest Queue Time

Daily Max Number of Calls in

Queue

Daily Real Time Service Level

Historical Service Level Summa-

ry Report

Total & % Inbound Calls ANS/

ABN/OFL

Total & % WG Inbound Calls in

Queue

Total Outbound Calls

Total Outbound Calls Handling

Time

Workgroup Agent Call Activity

Summary with % Analysis

Workgroup Agent Call/Time Con-

tribution % Comparison

Workgroup Agent(s) State

Workgroup Call Detail Report

Workgroup Cumulative Inbound

Call Handling

Workgroup Cumulative Inbound

Call Wait Time

Workgroup Cumulative Inbound/

Outbound Call

Workgroup Inbound Abandoned

Call Wait Time

Workgroup Inbound Answered

Call Wait Time

Workgroup Inbound Call Han-

dling Summary

Workgroup Inbound Call Priority

Workgroup Inbound Calls An-

swering Time

Workgroup Inbound Calls Wait

Time Summary

Workgroup Inbound Overflowed/

Redirected Calls Wait Time

Workgroup Inbound/Outbound

Call Summary with % Analysis

Workgroup Outbound Call Han-

dling Summary

Workgroup Outbound Call Han-

dling Time

Workgroup Service Level Sum-

mary Report

Workgroup Service Level Summary

Report

workgroups, limiting access to

Содержание AltiReport

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 108: ...104 AltiReport Manual...

Страница 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...

Страница 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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