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Chapter 3:  The Reports

MaxReports Manual  97

•

Overflowed/Redirected Calls

•

# of Calls—Number of overflowed/redirected calls with queue time > service 
level

•

% of Calls—Percentage that number is of the total number of inbound calls 
([Overflowed/Redirected Calls] # of Calls/Total Inbound Calls)

•

Total Service Level

—The percentage of calls whose queue time was within the 

service level (100% - (<Total # of Calls in all 3 categories whose queue time 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 queue time was greater 
than the service level threshold>/Total Inbound Calls) 

The report data is also displayed in two graphs:

Figure 54.  The top graph shows the percentage of calls that met the Total Service Level, by 

specified time interval (day of week, in this case). The bottom graph shows the 
percentage of answered calls that met the Answer Service Level, by specified 
time interval.

Data Source 

All data from the table WGSUMMARY

Содержание MaxReports

Страница 1: ...MaxReports Manual 7 2011...

Страница 2: ...has been made to ensure accuracy AltiGen Communications Inc will not be liable for technical or editorial errors or omissions contained within the documentation The information contained in this docu...

Страница 3: ...ning a Favorite Report Manually 20 Printing HTML Reports 21 CHAPTER 3 The Reports 23 Agent Reports 23 1101 Agent Activity Event 23 1102 Agent Call Detail Report 25 1201 Agent Performance Summary 27 12...

Страница 4: ...Workgroup Inbound Calls Handling Time 71 2305 Workgroup Outbound Call Handling Time 72 2306 Workgroup Inbound Call Priority 74 2307 Workgroup Cumulative Inbound Outbound Calls 76 2308 Workgroup Cumul...

Страница 5: ...unning MaxReports on the same machine as SQL Server is not recommended Microsoft Windows Server 2008 SP2 or Microsoft Windows Server 2008 R2 MaxReports License must be added to MaxACD system and regis...

Страница 6: ...0 and Tomcat 6 0 are required 2 If you don t have JRE 6 0 installed click the install JRE 6 0 button If you don t have Tomcat 6 0 installed click the Install Tomcat 6 0 button 3 The Tomcat License Agr...

Страница 7: ...port such as 80 The User Name and Password are for Tomcat administration 7 In the Java Virtual Machine path dialog box select the path of a J2SE 6 0 JRE installed on your system 8 Click Install After...

Страница 8: ...be accessed from outside of the company TCP port default 8080 of the machine must be opened at the firewall and NAT Type this URL in the Web browser http MaxReports_server_ip_address 8080 maxreports...

Страница 9: ...imeout will occur and you will need to log in again To access the MaxReports log in screen enter the following URL into your Web browser http MaxReports_server_IP_address 8080 maxreports MaxReports Ad...

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: ...ion Add In the CDR Database Registration Add window enter the necessary information in the blank fields for Database Description Database Server Type Database Server IP Address Port use the default po...

Страница 12: ...e license To add a MaxACD system click the Register New MaxACD System link in the MaxACD Registration window Figure 7 MaxACD Registration Add In the MaxACD Registration Add window enter the necessary...

Страница 13: ...s and Department Name optional for the user Figure 9 User Management Add In the MaxACD Assigned field check at least one MaxACD system that the user will be able to access for MaxReports To limit the...

Страница 14: ...Figure 11 Mail Server Configuration edit window In the Mail Server Configuration edit window enter the necessary information in the blank fields for MaxReports Server Name DNS name or IP address this...

Страница 15: ...d Mail Server Configuration windows Figure 12 Backup and Restore window When you click Backup a File Download dialog box opens Either open the MaxReports backup file MaxReportsYEAR MONTH DAY zip or sa...

Страница 16: ...you log in to MaxReports as a User you can run reports from the MaxACD system that has been assigned to you by your MaxReports administrator To log in as an MaxReports user in the MaxReports Login scr...

Страница 17: ...s User Information screen Your Login Name Role and Query Preference Quick or Step by Step are displayed at the top The Step by Step preference allows you to select a different MaxACD to query before t...

Страница 18: ...ow Agent Reports Agent Detail Reports 1101 Activity Event 1102 Call Detail Report Agent Summary Reports 1201 Performance Summary 1202 WG Calls Activity Summary Report 1203 State Summary Report 1204 WG...

Страница 19: ...ound Outbound Calls 2308 Cumulative Inbound Calls Wait Time 2309 Cumulative Inbound Calls Analysis 2310 Cumulative Outbound Calls Handling 2311 Total and Inbound Calls ANS ABN OFL 2312 Total and WG In...

Страница 20: ...select a report set its parameters set 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 re...

Страница 21: ...MaxACD system 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 Outpu...

Страница 22: ...into more than one file Use the drop down list to specify the number of pages you want in each file Then when you save the report by clicking Export to local the files are saved into one ZIP file Eac...

Страница 23: ...e name type a description and click Submit Thereafter the report will appear on the List all favorite reports screen which will now be the screen that opens when you log in If you also want to schedul...

Страница 24: ...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 its parameters by clicking the repo...

Страница 25: ...t and orientation You can manually change the margins using the black margin icons at any corner of the Web page You can use the menu and toolbar at the top of the window to set up the page for printi...

Страница 26: ...22 MaxReports Manual...

Страница 27: ...n Note Only workgroup calls are included in reports The following calls are not workgroup calls PSTN calls made to a Lync agent directly Lync user calls another Lync agent Any outbound call made witho...

Страница 28: ...nges activity Agent Agent s extension number Activity Type 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 Ag...

Страница 29: ...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 30: ...his call had 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 M...

Страница 31: ...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 32: ...y state DND FWD Time the agent s extension was set to DND or FWD Error The amount of time the agent s extension was in error state Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUM...

Страница 33: ...me 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 the report resu...

Страница 34: ...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 35: ...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 36: ...e the agent s extension is set to DND FWD Error The amount of time the agent s extension was in error state Direct Call Duration Total time the agent s connected inbound and outbound calls were in tal...

Страница 37: ...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 38: ...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 39: ...pecify 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 or export only...

Страница 40: ...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 41: ...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 42: ...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 43: ...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 44: ...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 45: ...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 46: ...42 MaxReports Manual Data Source All data from the tables AGENTPERWGSUMMARY1 AGENTPERWGSUMMARY2...

Страница 47: ...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 48: ...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 49: ...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 50: ...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 51: ...ime spent 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 bef...

Страница 52: ...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 DND FW...

Страница 53: ...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 54: ...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 of...

Страница 55: ...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 56: ...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 57: ...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 58: ...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 59: ...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 60: ...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 61: ...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 62: ...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 extension was ringing Total ABN Calls Total number of abandoned calls...

Страница 63: ...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 64: ...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 b...

Страница 65: ...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 66: ...62 MaxReports Manual Data Source All data from the table WGSUMMARY...

Страница 67: ...ick Run 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...

Страница 68: ...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 69: ...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 70: ...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 71: ...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 72: ...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 73: ...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 74: ...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 75: ...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 Report Fields Start Date Start date for the re...

Страница 76: ...arate the report results into several files and or export only specified pages Figure 29 This data reports on outbound call handling time during the month of April It is reported in 120 second increme...

Страница 77: ...two graphs Figure 30 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 78: ...ort only specified pages Figure 31 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 Start Date Star...

Страница 79: ...s also reported in two graphs Figure 32 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 80: ...d whether to separate the report results into several files and or export only specified pages Figure 33 Data was specified to be broken out in this report by hour of day Report Fields Report interval...

Страница 81: ...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 82: ...s Figure 35 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 Inbou...

Страница 83: ...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 84: ...separate the report results into several files and or export only specified pages Figure 37 This first quarter report on the Customer Service workgroup displays data by day of week as specified in th...

Страница 85: ...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 86: ...everal files and or export only specified pages Figure 39 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 87: ...Reports MaxReports Manual 83 Figure 40 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 88: ...eport results into several files and or export only specified pages Figure 41 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 89: ...f Calls Total Inbound Calls The data is also displayed in two graphs Figure 42 The top graph shows the numbers of calls that were answered abandoned and overflowed by hour of day in the specified time...

Страница 90: ...arate the report results into several files and or export only specified pages Figure 43 Data is reported here for the month of March grouped by hour of day for the specified time period Report Fields...

Страница 91: ...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 92: ...t format HTML PDF Excel and whether to separate the report results into several files and or export only specified pages Figure 45 This data on the Customer Service group is from the month of April fr...

Страница 93: ...hapter 3 The Reports MaxReports Manual 89 Figure 46 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 94: ...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 95: ...parate the report results into several files and or export only specified pages Figure 48 This report shows outbound call handling data for the Sales workgroup for a specified period of time in May fr...

Страница 96: ...92 MaxReports Manual Figure 49 A line graph shows average talk time and average handling time Data Source All data from the table WGSUMMARY...

Страница 97: ...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 50 This report shows...

Страница 98: ...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 99: ...ort 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 52 This report shows the service...

Страница 100: ...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 on the Customer Service workgroup covers...

Страница 101: ...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 102: ...s 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 agent who was rung Dura...

Страница 103: ...Chapter 3 The Reports MaxReports Manual 99 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 104: ...pril on DNIS 583 The interval specified was by week Subtotals are given per week with a grand total at the end Report Fields DNIS The DNIS number that was dialed Start Date The date the call started T...

Страница 105: ...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 Calls of VM Number of callers that...

Страница 106: ...102 MaxReports Manual...

Страница 107: ...dling Time 88 2314 Total Outbound Calls 90 2315 Total Outbound Calls Han dling Time 91 2316 Daily Max Number of Calls in Queue 93 2317 Daily Longest Queue Time 94 2318 Daily Real Time Service Lev el 9...

Страница 108: ...Handling Summary 59 Workgroup Inbound Call Priority 74 Workgroup Inbound Calls Answer ing Time 71 Workgroup Inbound Calls Wait Time Summary 57 Workgroup Inbound Overflowed Redirected Calls Wait Time 6...

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