-- Call Detail Reporting Guide -- September 2000 -- Page 20 --
Reason Code
This is a number, from 0-255 that was entered by a workgroup agent
using the Center 4.0 client application to indicate the reason they made
themselves unavailable to receive calls even though they may be
scheduled for work. An arbitrary example would be code 20,
representing "lunch break".
RNA
Ring No Answer (RNA) is the condition when a call reaches an
extension and the called extension does not answer. This can be true
for any type of call to any extension. However, within a call center,
failure to reach an agent who's phone is in the "signed-on and idle"
state, getting a RNA is a problem. Calls getting an RNA from an agent
phone will be sent back to the queue (this is configurable) in most
cases. The agent's phone will then be taken out of service.
Route Name
The name of a outbound (outcall) route table entry. This is useful to
identify the type of routing treatment that was given to a call.
Route Table
A set of outbound call routing choices, provided by AltiWare within
outcall routing, are defined within a route table. The route table
identifies the trunks that should be used for calls assigned this route
table. It also provides for how the dialed number should be modified, if
at all, and whether the number needs to be preceded by a carrier code
such as 10XXX.
Route Table Name
Same as route name. Route Table Name is the name assigned to the
route, and Route Name is the name is the same name shown in reports
under the title Route Name.
Routes
Route is the selected trunk to carry a phone call to the outside world.
Route tables determine which routes should be used and how to use
them. If one route is too busy (no trunks available), then the route table
can be configured with an alternative choice. Ultimately, the call takes
a single final route.
Score
This may or may not be found in the reports created within Call Analyst
depending on applications created by the customer, not Call Analyst or
AltiGen. Score is a number that represents how well a supervisor
believes an agent has handled a particular call that the supervisor has
silently monitored. Using the UserDefined fields provided in AltiWare's
ActiveX AltiLInk protocol, and in its CDR dataschema, a customer can
associate a score with a call. This is a custom implementation.
Service Level%
Please see the dataschema descriptions as well. The service level
percentage is the percentage of calls meeting the expectation for
service set by the owner of the call center system. When reported in
the Center 4.0 client screens, Service Level % is a real time snap shot
of any given exact moment in the workgroup queue of calls meeting or
exceeding performance. When reported in Call Analyst or via other
custom reporting packages based on historical CDR data, the service
level will represent the average over a given time interval defined by the
program. Service level is the number of calls waiting less than a
threshold time interval divided by the total number of calls in queue over
the same interval. The threshold, which is the maximum amount of time
the company would like a caller to have to wait for an agent, is
configurable in AltiAdmin.
Session ID Number
A unique number, usually 9 digits or larger, assigned by AltiWare to a
call. This number uniquely identifies a call. If an incoming call is
transferred, by an agent to an outside trunk, then an additional new
CDR record is created, however this additional record will retain the
same sessionID. This permits reporting programs to combine together
CDR records for the same call.
