Avaya Contact Center Reports Explained Uživatelský manuál

BCM Contact Center Document Number: NN40010-600 Document Status: Standard Document Version: 02.00 Date: June 2006 Reporting for Contact Center – R

10 How to Use this Guide NN40010-600

Reports Explained NN40010-600 100System Configuration Report Figure 30: System Configuration Report shows an example System Configuration report.

Reports Explained 101 Reporting for Contact Center – Reports Explained This report can also be used to manually re-configure an installation of Report

References NN40010-600 102References 1 Khan, Aisha Reporting for Contact Center Setup and Operations Guide (NN40040-302), Document Version 02.

103 Reporting for Contact Center – Reports Explained Index A Abandon Time Bins, 20 Abandoned, 18, 20, 22, 23, 30, 31, 32, 33, 34, 44, 74, 78, 85, 88

104 Index NN40010-600 Monitoring, 25 Multimedia Call, 12, 22 N Non-Agent, 78, 82 Nortel Reporting for Contact Center, 9, 12, 17, 20, 21, 24, 27, 31,

Introduction 11 Reporting for Contact Center – Reports Explained Introduction Fundamental Concepts This chapter details the concepts fundamental to

Introduction NN40010-600 12 Skillset Selection Many reports allow the User to report on any combination of the Skillsets they are assigned. They ca

Introduction 13 Reporting for Contact Center – Reports Explained However, if Agent 1 transfers the call to Agent 2 or Skillset 2, then the call requi

Introduction NN40010-600 14Report Concepts This part of the chapter provides information on the format of the reports and their usage. Report Headers

Introduction 15 Reporting for Contact Center – Reports Explained  Navigate through a multi-page report  Perform a search within a report Figure

Introduction NN40010-600 16 Figure 4: Export Report Window File Format Select the desired format from the File Format list. Table 1: The Available Rep

Introduction 17 Reporting for Contact Center – Reports Explained Page Range You can specify to export the entire report or to export a page range. T

Introduction NN40010-600 18Use Searching for Text within a Report to look for a specific Agent in a large Agent Activity report or to locate a particu

19 NN40010-600 Reports Explained Overview This chapter describes each report, examples of suggested usage, frequently asked questions, a description

Copyright © Nortel Networks Limited 2006 All rights reserved. The information in this document is subject to change without notice. The statements, c

Reports Explained NN40010-600 20Data Item Name Abbreviation Presented Calls Answered AnC Transactions Answered AnCT Transactions Answered by Agen

Reports Explained 21 Reporting for Contact Center – Reports Explained Answered Time Bins These are a series of six user-defined time intervals used in

Reports Explained NN40010-600 22Indirect Call Every time a direct call is transferred between Skillsets, the call is counted as an Indirect Call. Ther

Reports Explained 23 Reporting for Contact Center – Reports Explained Presented Calls Answered before the Primary Alert The number of calls that are a

Reports Explained NN40010-600 24Transactions Answered Each Agent that treats a call is recorded as a separate transaction. For example, if a call is

Reports Explained 25 Reporting for Contact Center – Reports Explained Incoming Contact Center Time The time an Agent is engaged in an Incoming Contact

Reports Explained NN40010-600 26Reports This section describes reports and provides example reports. Answered Calls Report Figure 6: Answered Calls Re

Reports Explained 27 Reporting for Contact Center – Reports Explained Summary For each of the Skillsets in a report, the total number of answered call

Reports Explained NN40010-600 28 Figure 7: Answered Calls Graph In this example, Time Bins increments range between 10 seconds and 1 minute. The seve

Reports Explained 29 Reporting for Contact Center – Reports Explained Presented Calls Answered Number of presented calls answered for that Skillset/to

Table of Contents 3 Reporting for Contact Center – Reports Explained Table of Contents List of Figures...

Reports Explained NN40010-600 30Abandoned Calls Report Figure 8: Abandoned Calls Report shows an example of an Abandoned Calls Report. Figure 8: A

Reports Explained 31 Reporting for Contact Center – Reports Explained This report indicates the number of calls received and how long Abandoned Calls

Reports Explained NN40010-600 32 The Call Profile Report (see Page 78) indicates Abandoned Calls throughout the day. Use this to plan your staffing l

Reports Explained 33 Reporting for Contact Center – Reports Explained Abandoned Calling Line ID Report An example Calling Line ID Report is shown in

Reports Explained NN40010-600 34The Abandoned Calling Line ID Report lists various items regarding the Abandoned Calls for the Skillsets included with

Reports Explained 35 Reporting for Contact Center – Reports Explained Formula N/A Time of Day Time of Abandoned Call. Formula N/A CLID Displays the CL

Reports Explained NN40010-600 36Agent Capacity Report Figure 11: Agent Capacity Report shows an example of the Agent Capacity Report. Figure 11: A

Reports Explained 37 Reporting for Contact Center – Reports Explained duration of all periods when all Agents were occupied simultaneously. Reasons th

Reports Explained NN40010-600 38Formula N/A Total time for all those instances The duration of all of the instances when no agents were available to a

Reports Explained 39 Reporting for Contact Center – Reports Explained Help Request Report Figure 12: Help Request Report shows an example of a Help R

4 Table of Contents NN40010-600 Agent Activity Report...56 Agent A

Reports Explained NN40010-600 40that a supervisor is being called in. It is not intended for routine consultations or when the Agent is not on a Cont

Reports Explained 41 Reporting for Contact Center – Reports Explained Date Date on which the help request was made. Formula N/A CLID Calling Line Iden

Reports Explained NN40010-600 42Call Average Report Figure 13: Call Average Report shows an example Call Average report. Figure 13: Call Average Re

Reports Explained 43 Reporting for Contact Center – Reports Explained The Average Time to Answer and Average Time to Abandon figures in this report ca

Reports Explained NN40010-600 44the Summary Report is transaction-based and calculates the “Average Time to Answer” by dividing the total time by the

Reports Explained 45 Reporting for Contact Center – Reports Explained Formula (Transactions) Answered = AnCT (Transactions) Average Answered Incoming

Reports Explained NN40010-600 46Agent Average Report Figure 14: Agent Average Report shows an example Agent Average report. Figure 14: Agent Aver

Reports Explained 47 Reporting for Contact Center – Reports Explained These activities are Contact Center Transactions Average Incoming Time, the Aver

Reports Explained NN40010-600 48need to run the same report for each Skillset that each of the multi-Skillset Agents was logged into, to receive a com

Reports Explained 49 Reporting for Contact Center – Reports Explained The Agent Activity Report by Skillset and Agent Average Report by Agent do lin

List of Figures 5 Reporting for Contact Center – Reports Explained List of Figures Figure 1: Example Report Header...

Reports Explained NN40010-600 50Formula Break Instances = BkT Average Break Time The average time for an Agent on break (wrap-up) time. Formula Averag

Reports Explained 51 Reporting for Contact Center – Reports Explained Agent Profile Report Figure 15: Agent Profile Report shows an example Agent Prof

Reports Explained NN40010-600 52 ! Note: If you request this report for Skillset 1, you will receive a report listing all of the Agents who were logge

Reports Explained 53 Reporting for Contact Center – Reports Explained The following sequence would demonstrate this 1. Answer a Call, 2. Logout, 3. Di

Reports Explained NN40010-600 54(Agent) Not Ready Time Total Not Ready time of the logged-in time for the selected Skillset. Formula N/A (Agent) Break

Reports Explained 55 Reporting for Contact Center – Reports Explained Formula N/A

Reports Explained NN40010-600 56Agent Activity Report Figure 16: Agent Activity Report shows an example Agent Activity report. Figure 16: Agent Ac

Reports Explained 57 Reporting for Contact Center – Reports Explained ! Note: If you request this report for Skillset 1, you will receive a report li

Reports Explained NN40010-600 58Not Ready state because the Agent did not answer a call or is active on an internal call. Q) Why is the break time h

Reports Explained 59 Reporting for Contact Center – Reports Explained (Agent) Break Time Total time spent on break (wrap-up) time for the logged-in ti

6 List of Tables NN40010-600 List of Tables Table 1: The Available Report Export Formats...

Reports Explained NN40010-600 60Agent Audit Report Figure 17: Agent Audit Report shows an example Agent Audit report. Figure 17: Agent Audit Report

Reports Explained 61 Reporting for Contact Center – Reports Explained Note: This report is intended to provide a highly detailed picture of an Agent

Reports Explained NN40010-600 62Agent ID The login ID of the Agent. Formula N/A Agent Name Name of the Agent. Formula N/A Date Activity start date. Fo

Reports Explained 63 Reporting for Contact Center – Reports Explained Activity Code Report by Skillset Figure 18: Activity Code Report by Skillset sh

Reports Explained NN40010-600 64This report shows the Activity Code that has been entered on calls for each Skillset included in the report. For each

Reports Explained 65 Reporting for Contact Center – Reports Explained Activity Code Time The portion of the call when pegging was selected. Time is al

Reports Explained NN40010-600 66Activity Code Report by Agent Figure 19: Activity Code Report by Agent shows an example Activity Code Report by Agent.

Reports Explained 67 Reporting for Contact Center – Reports Explained Agents who have entered each Activity Code are listed, together with the average

Reports Explained NN40010-600 68Pegs Number of times that peg was used. Formula ACP Average Time Average call time associated with that peg for that A

Reports Explained 69 Reporting for Contact Center – Reports Explained Activity Code Report by Number of Pegs Figure 20: Activity Code Report by Number

7 NN40010-600 Change History June 2006 1. New release for GA.

Reports Explained NN40010-600 70 Each Agent’s Activity Codes are listed, in descending order of use, together with the average call duration time, the

Reports Explained 71 Reporting for Contact Center – Reports Explained Formula N/A Pegs Number of times a peg was used. Formula ACP Average Time Averag

Reports Explained NN40010-600 72Summary Report Figure 21: Summary Report shows an example Summary Report. Figure 21: Summary Report Summary This re

Reports Explained 73 Reporting for Contact Center – Reports Explained The Summary report provides a quick, one-report summation of the performance and

Reports Explained NN40010-600 74 Each graph is a bar chart profile of the report period. This graph allows data correlations to be highlighted and the

Reports Explained 75 Reporting for Contact Center – Reports Explained Report Field A description of each of the fields in the report. Presented Calls

Reports Explained NN40010-600 76Average Time to Answer Average time for calls to be answered in the selected Skillsets and time period. Formula (Total

Reports Explained 77 Reporting for Contact Center – Reports Explained Formula AbC Presented Calls Disconnected Total disconnected calls within the Con

Reports Explained NN40010-600 78Call Profile Report Figure 23: Call Profile Report shows an example Call Profile report. Figure 23: Call Profile Re

Reports Explained 79 Reporting for Contact Center – Reports Explained This report can be used to determine the fate of calls profiled in a report. A C

8 Change History NN40010-600

Reports Explained NN40010-600 80 Logic The call profile report is generated for a range of selected Skillsets. Depending on the selected date range,

Reports Explained 81 Reporting for Contact Center – Reports Explained Report Fields A description of each of the fields in the report. Calls Presented

Reports Explained NN40010-600 82 CC Transactions Answered by Voicemail Total Voicemail Transactions for the selected Skillset and time period. Formula

Reports Explained 83 Reporting for Contact Center – Reports Explained GOS % Grade of service for the time slot within the selected Skillsets and time

Reports Explained NN40010-600 84Incoming Call Report Figure 25: Incoming Call Report shows an example Incoming Call report. Figure 25: Incoming Cal

Reports Explained 85 Reporting for Contact Center – Reports Explained This report can be used to determine how many calls (Direct and Indirect) were p

Reports Explained NN40010-600 86Logic The Incoming Call report is generated for a range of selected Skillsets. Each line of data shows the number of

Reports Explained 87 Reporting for Contact Center – Reports Explained Indirect Calls Total Indirect Calls for a Skillset in the selected Skillsets and

Reports Explained NN40010-600 88actions of the routing table either through the CCR Tree or Caller input rules. Formula AnCTNA (Presented Calls) Aband

Reports Explained 89 Reporting for Contact Center – Reports Explained (Presented Calls) Unstaffed Total Presented Calls that came into a Skillset when

9 NN40010-600 How to Use this Guide Introduction This guide is designed to explain reports and the statistics they contain related to various call t

Reports Explained NN40010-600 90Unanswered Help Request Report Figure 27: Unanswered Help Request Report shows an example Unanswered Help Request repo

Reports Explained 91 Reporting for Contact Center – Reports Explained This report should be read in conjunction with the Help Request Report (see Page

Reports Explained NN40010-600 92Agent Average Report by Agent Figure 28: Agent Average Report by Agent shows an example Agent Average Report by Agent.

Reports Explained 93 Reporting for Contact Center – Reports Explained If an Agent is logged into more than one Skillset and those Skillsets are includ

Reports Explained NN40010-600 94Report and Agent Profile Report will display the activity because it does not associate this activity with the call bu

Reports Explained 95 Reporting for Contact Center – Reports Explained Average Outgoing Call Time Average duration of an outgoing call during the selec

Reports Explained NN40010-600 96Agent Activity Report by Skillset Figure 29: Agent Activity Report by Skillset shows an example Agent Activity Report

Reports Explained 97 Reporting for Contact Center – Reports Explained This report enables a review of the work in each Skillset. All the Agents who ha

Reports Explained NN40010-600 9808:05:00 the Agent has 30 seconds of break time from 08:05:00 to 08:05:30. Because the Agent Activity Report by Skill

Reports Explained 99 Reporting for Contact Center – Reports Explained Break Time Total time an Agent spent on breaks while taking calls for that Skill