Toshiba Strata CTX Insight CTX, Руководство супервайзера

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Reports
Reports
40
Insight CTX Supervisor Guide 04/03
Utilization Reports
Utilization reports apply to agents and extensions and are available in two formats:
standard and profile. There are four utilization reports in all.
An agent or extension utilization report provides historical time utilization data for
each agent or extension within a selected group. Note that the times are shown as a
percentage normalized to the shift that you collated the report with. The report is
presented in an agent per row format with a “totals” entry for the whole group being
presented at the bottom of the report.
Pagination of the report occurs if either there are too many agents to fit in the height of
a page or there are too many statistics parameters to fit in the width of a page.
Utilization percentages can be calculated with respect to either the total reporting
period or the amount of time each agent had spent logged on.
Note The “totals” entry for each column is the average for all agents/extensions in
the group.
Longest Answered Talk Time
✔ ✔ ✔ ✔ ✔
Longest Answered Wait Time
✔ ✔ ✔ ✔ ✔
Longest Abandoned Wait Time
✔ ✔ ✔ ✔ ✔
Longest Outgoing Call Time
✔ ✔
Longest Outgoing Talk Time
✔ ✔
Target Answer Time
✔ ✔ ✔ ✔ ✔
Long Waits including Abandoned Calls ✔ ✔ ✔ ✔ ✔
Long Waits excluding Abandoned Calls
✔ ✔ ✔ ✔ ✔
GOS – including Abandoned Calls
✔ ✔ ✔ ✔ ✔
GOS – excluding Abandoned Calls ✔ ✔ ✔ ✔ ✔
Erlangs of Traffic
✔ ✔ ✔ ✔ ✔
Table 10Line or DNIS/DID Reports (continued)
Parameter
Line
Group
DID
Group
Line
Group
Profile
DID
Group
Profile
DID