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Avaya CCM 3.1, Стандартные отчеты

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Time in Activity 

 

 

Time in Activity 

The time in activity is the activity of the agent / trunk / agent group / trunk 
group / subscriber device from the time that it entered that activity to the 
time it exited that activity.  In the database, the activity is related to or 
shown with the agent DN, agent name and Highest Number Group, which 
that particular DN is a member of.  Call activity e.g. Ringing, busy etc. and 
Agent activity e.g. Logged on, logged off etc. 

A device cannot be in 2 different Time in Activities at the same time except 
for 'logged on'.  (E.g. An agent could not be on an Outgoing call and 
Incoming call at the same time

).

 

Field Name:  Description: 

Explanation: 

G 

Logged On. 

Time spent in logged on state for the specified duration of a report.  In a 
historical report, the agents need to have logged off before the time spent in 
logged on state can be calculated.   

W 

Busy wrap up. 

Time agent spent in Busy WrapUp state.  If an agent enters Busy WrapUp whilst 
on a call, the connection status of that call will take precedence over Busy 
WrapUp until the call has cleared (e.g. if an agent presses the Busy/Wrap Up 
key whilst still on a call, Busy Wrap/Up time will not be measured until the call 
has been cleared).  At which point Busy WrapUp state will be measured.  (Busy 
WrapUp restricts incoming calls to agent - the agent can receive internal calls). 

R 

Ringing. 

Time in which the reflected agent was being alerted by any call.  E.g. the time 
the actual agent device was ringing. 

O 

Outgoing. 

Time agent spent directly connected to a trunk from point of seizure to end of call 
or transfer away from the reflected agent.  If the agent holds the outgoing call, 
the rules outlined in Holding State shall apply.  If the outgoing duration in 
question refers to the initial set-up of a call performed whilst the calling agent is 
currently holding on an earlier call, the rules outlined in Holding State shall apply.

N 

Busy N/A. 

Time agent spent in Busy N/A state.  (Not available).  Restricts all calls to agent, 
including internal calls. 

L 

Logged Off. 

Time spent in logged off state during the specified duration of a report. 

I 

Incoming. 

Time agent spent connected to an incoming call from point of answer exclusive 
of holding time as defined in Hold State, until time call was either cleared or 
transferred away from the reflected agent. 

H 

Holding. 

The time an agent spent holding a call whilst not participating in the set-up or 
connection of a second call. 

F 

Ready. 

Time spent in Ready state during the specified duration of a report.  Ready is 
defined as state where agent is logged on and not presently involved in a call, or 
in Busy WrapUp or Busy Not Available. 

B 

Busy. 

Busy state in respect to agents is the time in which the reflected agent has spent 
in the following states: 

1.  Time spent between initialising a dial-up sequence and resolution of the  ARS 
package 

2.  Time agent's terminal is inoperable e.g. Time terminal has been disconnected 
from the  

3.  Time spent programming the terminal.  (E.g. Setting up speed dials on the 
terminal). 

4.  Continuously monitoring other device i.e. Listening in to another agent call 
(conference call). 

M 

Internal Making.  Internal made calls excluding transfers. 

V Internal 

Receiving. 

Internal received calls excluding transfers. 

CCM 3.1 

Page 94 

Standard Reports 

38DHB0002UKEM  Issue 4 (18/07/2002) 

Содержание CCM 3.1

Страница 1: ...CCM 3 1 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 2: ...t 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 ...

Страница 3: ... System Summary 88 Target Graphical Summary 90 Incoming Call Duration Summary 91 Target Member Call Duration 92 Outgoing Most Expensive Dialled Number 93 Time in Activity 94 General Rules 95 General Rule for Account Coded Calls 95 General Rule for Target Reports 95 Technical Tip 95 Glossary 96 CCM 3 1 Page 3 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 4: ...r with their individual explanation In this manual the Standard Reports are divided into the following sections Reports by Account Codes on page 5 Reports by Agent Activity on page 19 Trunk Reports on page 41 CLI Reports on page 51 DDI Reports on page 57 Pilot Reports on page 71 Various Reports on page 81 CCM 3 1 Page 4 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 5: ... Account Code Log by DDI Graphical on page 8 Account Code Log by DDI on page 12 Account Code Log by Pilot Graphical on page 10 Account Code Log by Pilot on page 13 Account Code Log by Target Graphical on page 14 Account Code Log by Target on page 16 Outgoing Account Code Log Graphical on page 17 Outgoing Account Code Log on page 18 CCM 3 1 Page 5 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 6: ...Standard Reports Reports by Account Codes Account Code Log by Agent Group Graphical Description CCM 3 1 Page 6 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 7: ...Standard Reports Reports by Account Codes Account Code Log by Agent Group Description CCM 3 1 Page 7 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 8: ...Standard Reports Reports by Account Codes Account Code Log by DDI Graphical Description CCM 3 1 Page 8 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 9: ...Standard Reports Reports by Account Codes CCM 3 1 Page 9 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 10: ...Standard Reports Reports by Account Codes Account Code Log by Pilot Graphical Description CCM 3 1 Page 10 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 11: ...Standard Reports Reports by Account Codes CCM 3 1 Page 11 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 12: ...Standard Reports Reports by Account Codes Account Code Log by DDI Description CCM 3 1 Page 12 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 13: ...Standard Reports Reports by Account Codes Account Code Log by Pilot Description CCM 3 1 Page 13 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 14: ...Standard Reports Reports by Account Codes Account Code Log by Target Graphical Description CCM 3 1 Page 14 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 15: ...Standard Reports Reports by Account Codes CCM 3 1 Page 15 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 16: ...Standard Reports Reports by Account Codes Account Code Log by Target Description CCM 3 1 Page 16 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 17: ...Standard Reports Reports by Account Codes Outgoing Account Code Log Graphical Description CCM 3 1 Page 17 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 18: ...Standard Reports Reports by Account Codes Outgoing Account Code Log Description CCM 3 1 Page 18 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 19: ...raphical Summary on page 26 Agent Group Member Call Duration all calls on page 28 Agent Group Member Call Duration on page 30 Agent Group Tabular Summary all calls on page 33 Agent Group Tabular Summary on page 34 Agent Group Tabular on page 32 Agent Individual on page 36 Agent Tabular on page 37 Outgoing Agent Cost on page 40 Outgoing Most Called Destination by Agent Group on page 38 Transfer Cal...

Страница 20: ...Standard Reports Reports by Agent Activity Agent Activity Report Description CCM 3 1 Page 20 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 21: ...Standard Reports Reports by Agent Activity Agent Activity Trace Description CCM 3 1 Page 21 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 22: ...Standard Reports Reports by Agent Activity Agent Callback Request Description CCM 3 1 Page 22 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 23: ...Standard Reports Reports by Agent Activity Agent Group Busy Status Description CCM 3 1 Page 23 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 24: ...Standard Reports Reports by Agent Activity Agent Group Graphical Summary all calls CCM 3 1 Page 24 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 25: ...Standard Reports Reports by Agent Activity Description CCM 3 1 Page 25 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 26: ...Standard Reports Reports by Agent Activity Agent Group Graphical Summary CCM 3 1 Page 26 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 27: ...Standard Reports Reports by Agent Activity Description CCM 3 1 Page 27 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 28: ...Standard Reports Reports by Agent Activity Agent Group Member Call Duration all calls Description CCM 3 1 Page 28 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 29: ...Standard Reports Reports by Agent Activity CCM 3 1 Page 29 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 30: ...Standard Reports Reports by Agent Activity Agent Group Member Call Duration Description CCM 3 1 Page 30 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 31: ...Standard Reports Reports by Agent Activity CCM 3 1 Page 31 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 32: ...Standard Reports Reports by Agent Activity Agent Group Tabular Description CCM 3 1 Page 32 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 33: ...Standard Reports Reports by Agent Activity Agent Group Tabular Summary all calls Description CCM 3 1 Page 33 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 34: ...Standard Reports Reports by Agent Activity Agent Group Tabular Summary Description CCM 3 1 Page 34 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 35: ...Standard Reports Reports by Agent Activity CCM 3 1 Page 35 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 36: ...Standard Reports Reports by Agent Activity Agent Individual Description CCM 3 1 Page 36 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 37: ...Standard Reports Reports by Agent Activity Agent Tabular Description CCM 3 1 Page 37 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 38: ...Standard Reports Reports by Agent Activity Outgoing Most Called Destination by Agent Group Description CCM 3 1 Page 38 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 39: ...Standard Reports Reports by Agent Activity Transfer Call Tracking Details by Agent Description CCM 3 1 Page 39 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 40: ...Standard Reports Reports by Agent Activity Outgoing Agent Cost Description CCM 3 1 Page 40 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 41: ... covered in this section are Trunk Group Activity on page 42 Trunk Group Busy on page 44 Trunk Group Call Duration on page 46 Trunk Group Response on page 48 Trunk Group Summary on page 45 CCM 3 1 Page 41 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 42: ...Standard Reports Trunk Reports Trunk Group Activity Description CCM 3 1 Page 42 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 43: ...Standard Reports Trunk Reports CCM 3 1 Page 43 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 44: ...Standard Reports Trunk Reports Trunk Group Busy Description CCM 3 1 Page 44 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 45: ...Standard Reports Trunk Reports Trunk Group Summary Description CCM 3 1 Page 45 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 46: ...Standard Reports Trunk Reports Trunk Group Call Duration Description CCM 3 1 Page 46 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 47: ...Standard Reports Trunk Reports CCM 3 1 Page 47 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 48: ...Standard Reports Trunk Reports Trunk Group Response Description CCM 3 1 Page 48 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 49: ...Standard Reports Trunk Reports CCM 3 1 Page 49 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 50: ...Standard Reports Trunk Reports CCM 3 1 Page 50 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 51: ...ts covered in this section are Customer Tracking by Area Code on page 55 Customer Tracking by Call Identifier on page 54 Customer Tracking by CLI on page 52 Lost Call CLI on page 53 CCM 3 1 Page 51 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 52: ...Standard Reports CLI Reports Customer Tracking by CLI Description CCM 3 1 Page 52 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 53: ...Standard Reports CLI Reports Lost Call CLI Description CCM 3 1 Page 53 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 54: ...Standard Reports CLI Reports Customer Tracking by Call Identifier Description CCM 3 1 Page 54 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 55: ...Standard Reports CLI Reports Customer Tracking by Area Code Description CCM 3 1 Page 55 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 56: ...Standard Reports CLI Reports CCM 3 1 Page 56 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 57: ... Duration on page 58 DDI Distribution by Target on page 60 DDI Distribution on page 61 DDI Response on page 62 DDI Routing on page 63 DDI Summary all calls on page 64 DDI Summary on page 66 Incoming DDI Summary on page 68 CCM 3 1 Page 57 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 58: ...Standard Reports DDI Reports DDI Call Duration Description CCM 3 1 Page 58 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 59: ...Standard Reports DDI Reports CCM 3 1 Page 59 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 60: ...Standard Reports DDI Reports DDI Distribution by Target Description CCM 3 1 Page 60 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 61: ...Standard Reports DDI Reports DDI Distribution Description CCM 3 1 Page 61 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 62: ...Standard Reports DDI Reports DDI Response Description CCM 3 1 Page 62 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 63: ...Standard Reports DDI Reports DDI Routing Description CCM 3 1 Page 63 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 64: ...Standard Reports DDI Reports DDI Summary all calls Description CCM 3 1 Page 64 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 65: ...Standard Reports DDI Reports CCM 3 1 Page 65 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 66: ...Standard Reports DDI Reports DDI Summary Description CCM 3 1 Page 66 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 67: ...Standard Reports DDI Reports CCM 3 1 Page 67 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 68: ...Standard Reports DDI Reports Incoming DDI Summary Description CCM 3 1 Page 68 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 69: ...Standard Reports DDI Reports CCM 3 1 Page 69 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 70: ...Standard Reports DDI Reports CCM 3 1 Page 70 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 71: ... Summary on page 72 Pilot Call Duration on page 74 Pilot Distribution by Target on page 75 Pilot Distribution on page 76 Pilot Response on page 77 Pilot Routing on page 78 Pilot Summary all calls on page 79 Pilot Summary on page 80 CCM 3 1 Page 71 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 72: ...Standard Reports Pilot Reports Incoming Pilot Summary Description CCM 3 1 Page 72 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 73: ...Standard Reports Pilot Reports CCM 3 1 Page 73 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 74: ...Standard Reports Pilot Reports Pilot Call Duration Description CCM 3 1 Page 74 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 75: ...Standard Reports Pilot Reports Pilot Distribution by Target Description CCM 3 1 Page 75 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 76: ...Standard Reports Pilot Reports Pilot Distribution Description CCM 3 1 Page 76 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 77: ...Standard Reports Pilot Reports Pilot Response Description CCM 3 1 Page 77 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 78: ...Standard Reports Pilot Reports Pilot Routing Description CCM 3 1 Page 78 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 79: ...Standard Reports Pilot Reports Pilot Summary all calls Description CCM 3 1 Page 79 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 80: ...Standard Reports Pilot Reports Pilot Summary Description CCM 3 1 Page 80 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 81: ...Number on page 93 System Summary on page 88 Target Graphical Summary on page 90 Incoming Call Duration on page 91 Target Member Call Duration on page 92 VM Call Flow Monitor by Call Flow Name on page 82 VM Call Flow Monitor by Topic on page 83 VM Call Flow Monitor on page 84 VM Summary on page 86 CCM 3 1 Page 81 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 82: ...Standard Reports Various Reports VM Call Flow Monitor by Call Flow Name Description CCM 3 1 Page 82 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 83: ...Standard Reports Various Reports VM Call Flow Monitor by Topic Description CCM 3 1 Page 83 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 84: ...Standard Reports Various Reports VM Call Flow Monitor Description CCM 3 1 Page 84 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 85: ...Standard Reports Various Reports Outgoing Most Called Destination Description CCM 3 1 Page 85 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 86: ...Standard Reports Various Reports VM Summary Description CCM 3 1 Page 86 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 87: ...Standard Reports Various Reports CCM 3 1 Page 87 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 88: ...Standard Reports Various Reports System Summary CCM 3 1 Page 88 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 89: ...Standard Reports Various Reports Description CCM 3 1 Page 89 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 90: ...Standard Reports Various Reports Target Graphical Summary Description CCM 3 1 Page 90 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 91: ...Standard Reports Various Reports Incoming Call Duration Summary Description CCM 3 1 Page 91 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 92: ...Standard Reports Various Reports Target Member Call Duration Description CCM 3 1 Page 92 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 93: ...Standard Reports Various Reports Outgoing Most Expensive Dialled Number Description CCM 3 1 Page 93 Standard Reports 38DHB0002UKEM Issue 4 18 07 2002 ...

Страница 94: ...o end of call or transfer away from the reflected agent If the agent holds the outgoing call the rules outlined in Holding State shall apply If the outgoing duration in question refers to the initial set up of a call performed whilst the calling agent is currently holding on an earlier call the rules outlined in Holding State shall apply N Busy N A Time agent spent in Busy N A state Not available ...

Страница 95: ... a target it the call has been routed to them via a personal DDI or after a transfer directly to them via voice mail using their DN Technical Tip If you are having problems with values not refreshing then this is a Business Objects issue The problem is that the list of values file has at some stage been corrupted The solution is to delete the list of values files so that they can be refreshed The ...

Страница 96: ...in target total of calls answered lost calls Always less than or equal to PCA HNG Highest Numbered Group An agent may be a member of a number of groups The report will only show the information of the agent in the highest numbered group to which the agent belongs HNG is relevant for collective reports VM Integrated Voice Mail Separate manual available Lost Calls 1 Incoming calls that neither conne...

Страница 97: ...e which was originally targeted by the switch Note 3 In systems front ended by the VM where no answer flag is issued and the VM transfers the call The original target is re assessed as that device to which the call is first transferred Tie Line Trunk which only connects to a single other PBX E g AC15 connection between two switches Total Answer Time The time between arrival at switch or point of t...

Страница 98: ...d to this product including trademarks and registered to Lucent Technologies has been transferred or licensed to Avaya This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to gsspublishing avaya com Copyright 2002 Avaya ECS Ltd All rights reserved A...

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