OpenScape Contact Center Agile V8 R1, Reporting Reference Guide, Administrator Documentation, Issue

Reference OpenScape Contact Center Agile V8 R1 Reporting Reference Guide Reference Guide

A31003-S2281-M102-1-76A9

Communication for the open minded

Siemens Enterprise Communications www.siemens-enterprise.com

Copyright © Siemens Enterprise Communications GmbH & Co. KG 2011 Hofmannstr. 51, D-80200 München Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG Reference No.: A31003-S2281-M102-1-76A9

Communication for the open minded Siemens Enterprise Communications www.siemens-enterprise.com

The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. OpenScape, OpenStage and HiPath are registered trademarks of Siemens Enterprise Communications GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.

Nur für den internen Gebrauch

Contents

Contents

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1 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.1 Who should use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.2 Formatting conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1.3 Documentation feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7 7 7 8

2 Introduction to reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 2.1 Report types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 2.1.1 About real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 2.1.2 About historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 2.1.3 About cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 2.1.4 About activity reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 2.2 Resources that you can report on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 2.3 Resource availability by report type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 2.4 Manager features and options that affect report content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 2.4.1 Reporting level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 2.4.2 Statistics and Reporting options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 2.4.3 Queue options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 2.4.4 Report By options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 2.5 Impact of multiple time zones on historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 2.5.1 Local site vs. user location (main server machine) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 3 Predefined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1 Predefined real-time reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1.1 User Status Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1.2 Group Status Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1.3 Active Contacts Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1.4 Active Callbacks Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.1.5 Queue Status Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.2 Predefined cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.2.1 User Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.2.2 Group Summary Cumulative Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.2.3 Callback Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.2.4 Queue Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3 Predefined historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.1 User Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.2 User Performance Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.3 User Resolution Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.4 User by Queue Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.5 Group Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.6 Contact/Source Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.7 Callback Summary Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.8 Detailed Callback Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.9 Queue Abandoned Contacts Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.10 Queue Answered Contacts Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.11 Queue Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.12 Queue by User Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.13 Destination Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3.3.14 User Wrap-up Reason Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 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3.3.15 Routing State Reason Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62 3.3.16 Post-processing Reason Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 4 Statistics available in reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 4.1 How to read the tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 4.2 Real-time report statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65 4.2.1 User real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 4.2.2 Group real-time statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67 4.2.3 Contact real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 4.2.4 Callback real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 4.2.5 Queue real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 4.3 Cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 4.3.1 User cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 4.3.2 Group cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 4.3.3 Contact historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 4.3.4 Callback cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 4.3.5 Queue cumulative and historical statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 4.3.6 Destination cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 4.3.7 Wrap-up reason cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 4.3.8 Routing state reason cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 4.3.9 Post-processing reason cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 4.4 Statistics available in activity reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 4.4.1 User activity statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 4.4.2 Source activity statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 4.4.3 Scheduled Callback List statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 5 Report reconciliation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 5.1 General issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 5.1.1 Group real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 5.1.2 Conferencing statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 5.1.3 Deleted resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 5.2 Calculation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 5.2.1 Weighted averages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 5.2.2 Reporting by aggregate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 5.3 Report intervals and time-based statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 5.3.1 Different totals in historical reports with different specified intervals . . . . . . . . . . . . . . . . . . . . . . . . . 104 5.3.2 Interval boundaries and contact statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 5.3.3 Wait time not available for contacts active in interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 5.3.4 Timing of contacts offered in user reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 5.3.5 Timing of contacts received in queue reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 5.3.6 Number of contacts received vs. offered in queue reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106 5.3.7 Changing from a monitored IVR to an unmonitored IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 5.4 Other issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 5.4.1 Contacts not tracked in real-time reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 5.4.2 Consideration of Retry Now callbacks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 5.4.3 Monitored extensions that become involved in more than one call . . . . . . . . . . . . . . . . . . . . . . . . . . 108 6 Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 6.1 User states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 6.1.1 Handling states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 6.1.2 Presence states. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 6.1.3 Routing states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110 6.2 Contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

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6.3 Contact states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 6.4 Other contact-related terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 6.5 Time-related terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115 A Reporting data calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.1 ContactTypes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.2 TermTypes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.3 JoinTypes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.4 Real-time statistic calculations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A.5 Range statistic calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

117 117 117 118 119 120

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

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A31003-S2281-M102-1-76A9, March 2011 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide

About this guide Who should use this guide

1 About this guide This guide provides detailed information on interpreting reports, including descriptions of the report types, report level descriptions of the predefined reports, detailed column descriptions, and descriptions of the statistics that appear in the reports. This guide does not to describe how to create, generate or view reports. For a tutorial-style introduction to reporting that walks you through exercises in creating, modifying, and viewing reports, see the Manager Administration Guide. For detailed information and step-by-step instructions, see the Manager Help.

1.1 Who should use this guide This guide is intended for system administrators responsible for configuration maintenance, and for supervisors and managers who generate reports.

1.2 Formatting conventions The following formatting conventions are used in this guide: Bold This font identifies OpenScape Contact Center components, window and dialog box titles, and item names. Italic This font identifies references to related documentation. Monospace Font This font distinguishes text that you should type, or that the computer displays in a message. NOTE: Notes emphasize information that is useful but not essential, such as tips or alternative methods for performing a task.

IMPORTANT: Important notes draw special attention to actions that could adversely affect the operation of the application or result in a loss of data.

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About this guide Documentation feedback

1.3 Documentation feedback To report an issue with this document, call the Customer Support Center. When you call, be sure to include the following information. This will help identify which document you are having issues with.

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Title: Reporting Reference Guide

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Order Number: A31003-S2281-M102-1-76A9

A31003-S2281-M102-1-76A9, March 2011 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide

Introduction to reporting Report types

2 Introduction to reporting As a productivity aid, OpenScape Contact Center reporting features help you assess the current status of your contact center and individual elements within it, view historical performance statistics, and track daily progress.

2.1 Report types The OpenScape Contact Center system includes four basic report types. •

Real-time — These dynamic reports show the current state of resources as well as statistics gathered since start of shift. Real-time reports are used to assess current situations and make minute-to-minute decisions.

•

Cumulative — These reports provide running totals of performance statistics for up to the last 24 hours. Statistics are displayed in 15-minute or hourly intervals, and as each interval expires through the day, a new current interval is added to the report and updated in real time.

•

Historical — These reports provide statistics and summaries over a specified range, up to and including statistics for the previous day. Historical reports are typically used to measure performance.

•

Activity — These reports allow you to create queries on activities associated with individual users or sources, or on scheduled callbacks. User and Source Activity reports provide historical, minute-by-minute activity data during a given time interval for a specified day. Scheduled Callback Lists provide a list of the callbacks scheduled for the contact center.

2.1.1 About real-time reports If you are interested in the minute-to-minute status of a resource, you can use a real-time report. Real-time reports are monitoring views that you can use to track critical statistics and status details. Column values are continually updated, and you can make use of visible or audible alarms to draw your attention to certain conditions.

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Introduction to reporting Report types

For example, a key piece of information in a contact center is the number of contacts currently waiting in queue. If you wanted to monitor contacts waiting at the queue level, you could use a queue real-time report.

This report shows current contact waiting totals for a set of queues. Details for each queue include: •

The number of contacts waiting in the queue.

•

The current service level, based on the last 24 contacts, and an estimated service level.

•

The estimated time that a contact received will wait before being answered.

The highlighting on the Contacts Queued column indicates that an alarm is configured to alert you to potential problem situations. Each real-time report subtype provides a set of columns for which you can set visible or audible alarms. You can configure three threshold values for a column. A different visual or audible alarm is triggered when each threshold value is exceeded. The sample report shows an alarm on the Contacts Queued column. In a real-life situation, this might mean nothing more than an unusually busy day. You might use this information to take immediate action—for example, to make more users available. Alternatively, you may want to use the group real-time report as the first step in investigating a problem. For example, if you need more details on a problem queue, you can generate a user real-time report on the users associated with that queue.

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Introduction to reporting Report types

Below is an example of a user real-time report that displays user states in a bar chart at the top of the report, and a breakdown of the statistical information in a table in the lower part of the report. When you create a real-time report, you have the option of displaying the information in a chart, a table, or both.

In general, information in real-time reports can be helpful in identifying the following: •

The need for additional staffing.

•

The need for user training.

•

Queuing bottlenecks.

•

The need for configuration changes, such as reallocation of users among groups.

When you create a real-time report, you can choose the specific columns to appear in the report. In addition to users and groups, real-time reports can also be generated against queues, aggregates, callbacks, and contacts currently in queue. Real-time reports can be printed and exported to a number of common file formats. Because real-time reports are intended to be used online, they cannot be scheduled. For more information, see: •

Chapter 3, “Predefined reports”

•

Chapter 4, “Statistics available in reports”

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Introduction to reporting Report types

2.1.2 About historical reports Historical reports summarize the performance or activities of supported elements over a specific period of time, up to and including the previous day.

You can generate historical reports on users, groups, queues, aggregates, callbacks, destinations, and Wrap-up reasons. Common ranges for historical reports are daily, weekly and monthly, but you can also specify custom ranges. Within each range, you can further break down the statistics for display at specified intervals. For example: •

Daily reports can display statistics in hourly or 15-minute intervals.

•

Weekly reports can display statistics in daily, hourly, or 15-minute intervals.

•

Monthly reports can display statistics in weekly, daily, hourly, or 15-minute intervals.

•

Custom reports can display statistics in intervals that vary according to the range that you define.

NOTE: For historical reports that include 15-minute or hourly interval breakdowns, if there is no data for the selected statistics for a given interval, that interval is not included in the report. For example, if none of the selected statistics for the 3:00 to 4:00 interval have any values, there are no entries in the report for the interval 3:00 to 4:00. The sample user performance report on the previous page is a daily report broken down into hourly intervals. This report contains only tabular data, but a historical report can also include a chart for a single statistic.

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Introduction to reporting Report types

You can restrict reports to cover only a specified part of the day. For example, you might run daily reports five days per week, but you can restrict the display of statistics to times between 9:00 A.M. and 5:00 P.M. NOTE: The maximum number of database records that can be used to generate a historical report is 60,000 (10,000 if the report includes contact record details). If the number of database records used to generate a report exceeds these limits, the report will fail. The failed report will appear in the Failed folder with a message indicating that the number of records used to generate the report exceeded the maximum. To generate the report successfully, you must select fewer resources to report on, reduce the range of the report to cover a shorter time period, or select a longer interval. Historical reports also provide scheduling options that specify when the reports are to be run. There are three scheduling options: run the report immediately, run the report only once at a specified date and time, or run the report on a regular basis. If you choose to run a report on a regular basis, you can also specify the frequency, for example: •

Daily at a specified time, and on specified days of the week.

•

Weekly at a specified time on a particular day of the week.

•

Monthly at a specified time on a particular date.

Historical reports are commonly used to evaluate contact center performance, the productivity of individual queues and users, and configuration efficiency. For more information, see: •

Chapter 3, “Predefined reports”

•

Chapter 4, “Statistics available in reports”

2.1.3 About cumulative reports Cumulative reports combine the “current status” benefits of real-time reports with the detailed statistics and rollup availability of historical reports. Cumulative reports contain accumulated statistical summaries for the current day. In terms of available columns and statistics, cumulative reports are identical to historical reports. The key differences between historical reports and cumulative reports are the following: •

Cumulative reports are online reports and are intended to be used as such.

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Introduction to reporting Report types

•

Cumulative reports cover periods within the last 24 hours.

•

Like historical reports, cumulative reports contain tabular data and the charting of a single statistic. Unlike historical reports, however, the charted statistic can include a trend line that lets you compare current day intervals with the same intervals from the previous day or the same day last week. The figure below shows a cumulative report that displays charted information only.

•

Statistics accumulate as the day progresses.

•

A new current interval is added to the report each time the site-specified 15minute or hourly interval expires. The statistics for the current interval, whether tabular or charted, are refreshed with new values according to the Real-time refresh interval setting in the Manager application. For more information see the Manager Administration Guide. NOTE: For cumulative reports that include 15-minute or hourly interval breakdowns, if there is no data for an interval, that interval is not included in the report. For example, if the statistics for the 3:00 to 4:00 interval are all zero, that interval is not included in the report.

•

Cumulative reports cannot be scheduled.

Cumulative reports are designed to provide flexible, multipurpose reporting that complement historical and real-time reports. On a daily basis, you might use a report, such as the one shown above, to monitor contact center performance since start of shift or to keep running totals. For example, you might want to track actual performance statistics against projected or forecasted values. On a less frequent basis, you can create complex, one time only reports with a minimum of effort.

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Introduction to reporting Report types

In addition to keeping running totals, a key benefit of a cumulative report is the use of the trend information to help with forecasting. The trend line is based on information collected for the previous day or the same day last week, and is present whenever you open the report. Tracking the current day’s statistics against the selected trend might alert you to upcoming problems. You may have to change staffing levels to accommodate anticipated volume fluctuations predicted by the trend line. Because cumulative reports are online reports, the user interface provides several different viewing options (for example, showing or hiding levels of detail, and the ability to change views). You can also print or export the online report. For more information, see: •

Chapter 3, “Predefined reports”

•

Chapter 4, “Statistics available in reports”

2.1.4 About activity reports Activity reports are useful if you need historical, detailed activity data on a given user for a particular interval or on a contact or contacts from a given source for a given day. You might, for example, be interested in the activities of a user during a specific interval, or need specific details on how a particular contact was handled. Specifically, you can use an activity report to view the following: •

A step-by-step history of routing state and handling state changes for a user over a given interval.

•

A step-by-step history of handling state changes for all calls and e-mail messages from a particular source over a given interval.

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Introduction to reporting Report types

The following is an example of an activity report on a single user for a specified date.

You can use this type of report to investigate minute-by-minute user actions. For example, with respect to sources, if you had a customer complaining about excessive hold time or queue time on a particular contact, you could use an activity report to provide specific details on that contact. If multiple locations are configured, you can run a User Activity Report based on the time zone of the local site or the user’s location. NOTE: User activity reports are available only if your site has a reporting level of Full. For information on Restricted Reporting Level, see Section 2.4.1, “Reporting level”, on page 19. You can generate three types of activity reports: •

User activity reports

•

Source activity reports

•

Scheduled Callback Lists

User and source activity reports provide historical, minute-by-minute state and activity data during a specified time interval for a specified day. Scheduled Callback Lists provide a list of the callbacks scheduled for the contact center.

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Introduction to reporting Resources that you can report on

For more information, see: •

Chapter 3, “Predefined reports”

•

Chapter 4, “Statistics available in reports”

2.2 Resources that you can report on The resources that you can monitor and report on are listed in the table below. For each resource, a high-level description is provided of the information that is available. You must have monitoring permission for the resources that you want to report on. Resource

Reporting information available

Users

Current state, performance measures, handled contact profiles, time usage statistics, queue breakdowns of user statistics.

Groups

Current contacts waiting and users available, primary/overflow contact disposition breakdowns.

Contacts

State information on currently queued contacts, historical summaries with statistics such as call dispositions and performance measures on contacts from a specified source.

Callbacks

Details on currently queued or scheduled callbacks, details on deleted and completed callbacks, detailed and summary profiles of callback handling performance.

Queues (and aggregates)

Queued contact status, performance measures for contacts received, time-based answer/abandon contact statistics, user breakdowns of queue statistics.

Sources

Step-by-step history of state changes for a contact (or contacts) from a particular source.

Destinations

Contact disposition profiles for specified destinations.

Wrap-up reasons

Profiles of Wrap-up reason usage.

Routing state reasons

Profiles of Work reason and Unavailable reason usage.

Post-processing reasons

Profiles of Post-processing reason usage.

Table 1

Resources that you can monitor and report on

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Introduction to reporting Resource availability by report type

2.3 Resource availability by report type The basic resources that you can report on are listed in the table below, with the the types of reports in which they can appear. Real-time

Cumulative

Historical

Users

✓

✓

✓

Groups

✓

✓

✓

Contacts

✓

Callbacks

✓

✓

✓

Queues (or aggregates)

✓

✓

✓

✓

✓

Destinations

Activity ✓

✓ ✓

✓

Sources Wrap-up reasons

✓

✓

Routing state reasons

✓

✓

Post-processing reasons

✓

✓

Table 2

Resource availability by report type

2.4 Manager features and options that affect report content Report definition properties are the primary factors in determining the layout and content of a report. However, there are a number of other factors that influence the statistics presented, the appearance of the report, and the meaning of specific statistics in a report. These factors include the following: •

Reporting level

•

Statistics and Reporting options

•

Report By options

NOTE: For detailed information on how to reconcile the statistical values in your reports, see Chapter 5, “Report reconciliation”.

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Introduction to reporting Manager features and options that affect report content

2.4.1 Reporting level The reporting level used at your site is a licensed feature. The reporting level restricts the amount of information that can be displayed for performance statistics in certain types of reports. A site can have one of three levels of reporting: •

Full — User historical and cumulative reports can include detailed and summary statistics for each user. Events in source activity reports can identify individual users. User activity reports can be generated.

•

Department — User historical and user cumulative reports that contain user data display statistics at the department level or site level only. Detailed and summary statistics for users are not available. Events in source activity reports pertaining to individual users identify only the user’s department, and not the individual user. User activity reports cannot be generated.

•

Site — User historical and user cumulative reports that contain user data display statistics at the site level only. Detailed and summary statistics at the user and department level are not available. Events in source activity reports pertaining to individual users identify only the user’s site, and not the individual user. User activity reports cannot be generated.

NOTE: If your site has Full or Department reporting level, you can also restrict the level of user or department detail displayed in a report by modifying the report definition. For details, see Section 2.4.4, “Report By options”, on page 22. The reporting level does not impact the availability or content of user real-time reports. For more information on the reporting level at your site, contact your support representative.

2.4.2 Statistics and Reporting options The Manager application, in particular the options found under Statistics and Reporting in the Options dialog box, contains a number of configuration items and specific settings that affect the values shown in reports. For detailed information on these options, see the Manager Help.

2.4.2.1 Service Level Intervals The service level calculation can be based on the number of contacts answered, abandoned, and redirected within a specified interval. The Manager application provides a number of options to specify how the service level is calculated for a site. If the service level formula is changed while the system is running, only new contacts will use the new service level formula. A31003-S2281-M102-1-76A9, March 2011 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide

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Introduction to reporting Manager features and options that affect report content

Service level values shown in real-time reports can differ from those shown in cumulative and historical reports. The Real-Time Server acquires both the shift and the current service levels from the Routing Server. The historical and cumulative queue service levels are provided by the Statistics Server. Although the same formula is used, the values applied to the different components of the formula may be different between Routing Server and Statistics Server. For example, when a call leaves the queue and gets redirected to a monitored time-out extension, the Routing Server considers this call as Redirected out-ofscope. The Routing Server stops tracking the call the moment it leaves the queue. On the other hand, the Statistics Server continues to track call progress on the monitored extension until the call is answered, abandoned, or redirected to a non-monitored resource. The difference in the consideration as redirected, answered, or abandoned, all of which are used in the calculation of the service level, yields the difference in the service level values between the real-time queue and cumulative/historical queue service levels.

2.4.2.2 Wait Time The following options affect how wait time and statistics derived from wait time, such as service level, are calculated. •

Include time before enqueue — Wait time for a contact can be considered to start when a contact is enqueued or when the contact arrives at the first monitored resource.

•

Include system suspended contacts — E-mail messages and callbacks can go into a system suspended state if they arrive outside scheduled hours. For example, an e-mail message might arrive at 11:00 P.M., when the contact center is closed, and when the contact center opens again at 8:00 A.M., it could be assigned to a user and handled immediately. Depending on this setting, the wait time for that contact could be either nine hours or zero hours.

2.4.2.3 User Calculation Statistics are monitored for every OpenScape Contact Center user who handles contacts. These statistics include the time spent consulting on contacts and utilization. The following options affect these statistics:

20

•

Consider consultation after — This option allows you to specify the amount of time that must pass after a user contacts another person at the site, for the contact to be considered a consultation.

•

Include idle time in utilization — Utilization is the percentage of logged on time that a user spends handling routed contacts or otherwise working (for example, attending meetings). This option dictates whether the time a user spends in Idle presence state is included in the calculation. A31003-S2281-M102-1-76A9, March 2011 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide

Introduction to reporting Manager features and options that affect report content

2.4.2.4 Call Director or IVR If the OpenScape Contact Center system has Call Director or an IVR as a front end, or if a contact is transferred to Call Director or an IVR from within a routing strategy workflow, the contact can be finished in Call Director or the IVR before it is enqueued. This can happen in two ways: by Call Director or the IVR disconnecting, or by the caller abandoning. The Consider finished in IVR as answered option allows you to specify whether contacts that are finished in this way are considered as Answered or Abandoned. For example, if a customer gets all the information the customer needs from the IVR and then hangs up, you would want this to be considered Answered rather than Abandoned. Contacts that finish in Call Director or an IVR after being enqueued are considered abandoned, regardless of this setting value.

2.4.2.5 Shifts Statistics accumulated since start of shift in real-time reports and shift-based statistics that appear in cumulative and historical reports use the one to three shift definitions that you set up in the Manager application.

2.4.2.6 Global Queue Intervals The global queue report intervals are used in cumulative and historical queue reports to help you analyze when contacts are being answered and abandoned. Cumulative and historical queue reports include breakdowns by interval of the time that customers wait before a contact is answered or abandoned, using the statistics “Answered in Interval” and “Abandoned in Interval”. You can define up to five time intervals so that you can track the number of contacts that are answered by a user or abandoned within the different time intervals.

2.4.2.7 First Day of Week Historical report definitions that have a range of This Week or Last Week display the Start date based on the configured first day of the week. During installation, the host computer's Regional Options setting determines the default first day of the week. For example, for the United States, the default is Sunday, and for Germany, the default is Monday. Any time after installation, you can change this setting. The change will take effect in the next weekly rollup period. The change will not affect existing historical data which remains based on the previous setting.

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Introduction to reporting Manager features and options that affect report content

2.4.2.8 Queue Real-time Report The following options affect the queue and aggregate statistics that appear in real-time reports and wallboard and Broadcaster views: •

Include ringing and unanswered contacts — If you choose this option, contacts that are in Ringing, Pending, and Unanswered state will be included in the Contacts Queued and Contacts Overflowed statistics, and the time spent ringing will be included in the Wait Time statistic.

•

Use weighted averages — By default, the OpenScape Contact Center system uses a simple average to calculate summaries in queue real-time reports, as well as real-time aggregate statistics. This option allows you to use a weighted average, which takes into account the number of contacts in each queue. For more information on weighted averages, see Section 5.2.1, “Weighted averages”, on page 102.

2.4.3 Queue options When you configure a queue, the Include this queue when calculating sitelevel statistics option specifies whether statistics for this queue will be included in network-level reports. For each set of identically named queues across a networked contact center, the queue at each site has its own setting. Identically named queues at different sites may use different settings. This means that affected report statistics for a particular queue may not reflect the activity at all sites in the network.

2.4.4 Report By options By default, a report presents statistics at the level of the resource associated with that type of report (for example, individual users). For certain report types, the report definition contains a Report By option that lets you modify how statistics are presented.

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Introduction to reporting Manager features and options that affect report content

Depending on the type of report, you can do the following: •

Suppress the level of detail in a report. For example, for reports that show user-based statistics, you can suppress user-level detail and display statistics only at the department or site level.

•

Break down statistics for a particular resource by another resource type. For example, in queue historical reports you can break down statistics for a particular queue by the users who were offered contacts associated with that queue.

•

Vary the grouping of results in a report. For example, Wrap-up reasons in a historical report can be presented by user, department, site, queue, or aggregate.

Table 3 describes the Report By options and shows the specific report types in which each option is available. NOTE: Availability of the User and Department options depends on the reporting level licensed at your site. For details, see Section 2.4.1, “Reporting level”, on page 19.

Report By option

Description and notes

Report type availability

User

This option presents statistics and summaries at the level of individual users.

• • • • • • • •

User cumulative User historical Wrap-up reason cumulative Wrap-up reason historical Routing State Reason cumulative Routing State Reason historical Post-processing Reason cumulative Post-processing Reason historical

Department

This option suppresses user level detail and presents statistics and summaries at the level of departments only.

• • • • • • • •

User cumulative User historical Wrap-up reason cumulative Wrap-up reason historical Routing State Reason cumulative Routing State Reason historical Post-processing Reason cumulative Post-processing Reason historical

Site

This option suppresses user and department level detail and presents statistics and summaries at the level of sites only.

• • • • • • • •

User cumulative User historical Wrap-up reason cumulative Wrap-up reason historical Routing State Reason cumulative Routing State Reason historical Post-processing Reason cumulative Post-processing Reason historical

Table 3

Report By options and their effect on report content

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Introduction to reporting Manager features and options that affect report content

Report By option

Description and notes

User by Queue

This option presents statistics • User historical at the user level with a breakdown for each queue for which this user was offered a contact. Only a subset of the statistics available with the User, Department, and Site Report By options are available when you choose this option.

Queue

This option presents statistics and summaries at the level of queues.

• • • • • • •

Callback cumulative Callback historical Queue real-time Queue cumulative Queue historical Wrap-up reason cumulative Wrap-up reason historical

Aggregate

This option suppresses queue level detail and presents statistics and summaries at the level of aggregates only.

• • • • • • •

Callback cumulative Callback historical Queue real-time Queue cumulative Queue historical Wrap-up reason historical Wrap-up reason cumulative

Queue by User

This option presents statistics • Queue historical at the queue level with breakdowns by each user who was offered contacts associated with the queue. Only a subset of the statistics available with the queue and aggregate Report By options are available.

Result

This option presents statistics • Callback historical for each site-defined or systemcaused callback disposition.

Table 3

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Report type availability

Report By options and their effect on report content

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Introduction to reporting Impact of multiple time zones on historical reports

2.5 Impact of multiple time zones on historical reports If multiple locations are configured, different time zone options may be available when you generate a historical report, depending on the configuration of your system. Configuration of the system

Can generate reports based on time zone of

Main server machine with one location

• Local site (default) No other options are available, so the time zone selection box does not appear when you configure the report.

Main server machine with two or more locations Table 4

• Local site (default) • User location

Time zone options that are available for historical reports

By selecting the appropriate time zone option, you can generate historical reports based on different time zones to provide a comprehensive view of contact center activities. It is important to understand the effect of different time zone options in order to properly interpret the information in a report. Two reports can have the same properties, except for the time zone option that is selected. At first glance, the resulting reports might appear almost identical. However, the information in each report must be viewed from the perspective of the time zone option that was selected when the report was generated. NOTE: Ensure that the full day is complete at all locations that are in different time zones before data maintenance occurs. If the full day (or full week or full month) is not complete at all locations when the reporting statistics are calculated, reports that are based on the time zone of the user's location will not show any data for that day (or week or month). However, the data will be available the next day. For more information about time zones and their effect on when data is available for reports, see the Manager Administration Guide.

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Introduction to reporting Impact of multiple time zones on historical reports

2.5.1 Local site vs. user location (main server machine) If multiple locations are configured on a main server machine, you can generate a user, routing state reason, Wrap-up reason, or Post-processing reason report based on the time zone of the local site or the user's location. If you are configuring any other type of report on a main server machine, the time zone option is not available. For example, consider a scenario where the main server machine is located in London, England. This site has users in London as well as in three associated user locations.

Each user location is in a different time zone. Beijing and Munich are eight hours and one hour ahead of London respectively, and Brasilia is three hours behind London. All times are based on UTC (Coordinated Universal Time). You can configure a report to display the number of Routed Handled contacts from 10:00 to 12:00 (noon), in hourly intervals, for users in these locations: Beijing (User 1), Munich (User 2), London (User 3), and Brasilia (User 4).

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Introduction to reporting Impact of multiple time zones on historical reports

When you select the Local site time zone option, all the times that are displayed in the report are based on the time zone of the local site, which is London. Brasilia is three hours behind London, so it is only 7:00 A.M. there and the contact center is closed. As a result, the number of Routed Handled contacts in Brasilia is zero.

When you select the User location time zone option, all the times that are displayed in the report are times at the locations of the individual users. In this report, 10:00 for User 1 represents 10:00 A.M. Beijing time, 10:00 for User 2

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Introduction to reporting Impact of multiple time zones on historical reports

represents 10:00 A.M. Munich time, and so on. This allows you to compare statistics in separate user locations, based on the same business hours at each location.

NOTE: If Daylight Saving Time is in effect at a particular location, the system automatically makes any necessary adjustments.

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Predefined reports

3 Predefined reports The Manager application in OpenScape Contact Center provides a set of predefined report definitions that contain the most commonly reported on data. You can use these reports as they are, or make copies of them and modify the definition to meet your requirements. Table 5 lists all the predefined reports that are available. Throughout this chapter, you will see “real-time”, “cumulative”, and “historical” embedded in the report names. This will help you distinguish between similarly named reports. Resource

Real-time

Cumulative

Historical

Users

• User Status Report

• User Summary Cumulative Report

• User by Queue Historical Report • User Summary Report • User Performance Report • User Resolution Report

Groups

• Group Status Report

• Group Summary Cumulative Report

• Group Summary Report

Contacts

• Active Contacts Report

(none)

• Contact/Source Historical Report

Callbacks

• Active Callbacks Report

• Callback Summary Cumulative Report

• Detailed Callback Historical Report • Callback Summary Historical Report

Queues

• Queue Status Report

• Queue Summary Cumulative Report

• Queue Abandoned Contacts Profile Report • Queue Answered Contacts Profile Report • Queue Summary Report • Queue by User Historical Report

Destinations (none)

(none)

• Destination Report

Wrap-up reasons

(none)

(none)

• User Wrap-up Reason Report

Routing state (none) reasons

(none)

• Routing State Reason Historical Report

Postprocessing reasons

(none)

• Post-processing Reason Report

Table 5

(none)

Predefined reports, by resource and report type

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Predefined reports Predefined real-time reports

3.1 Predefined real-time reports The predefined real-time reports packaged with OpenScape Contact Center provide the most commonly used current status details on live contact center resources.

3.1.1 User Status Report A User Status Report provides live state information on one or more users. In addition to showing the current handling state and presence state of each user, this report shows how long the user has been in that state.

This report has the following columns: •

Name

•

User ID

•

Group

•

State (Handling State)

•

Time in State (Handling State)

•

State (Presence State)

•

Time in State (Presence State)

For detailed descriptions of the columns available for the User Status Report, see Section 4.2.1, “User real-time statistics”, on page 66.

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On the level of the individual user, the User Status Report report is commonly used to investigate problems such as lengthy times spent in Talking handling state or in Post-processing handling state wrapping up a contact. At the level of the department or group, the User Status Report can be used to assess the readiness of the group or department to handle the current workload. For an indication of a user's performance over a particular time period, see the following: •

Section 3.3.1, “User Summary Report”, on page 42.

•

Section 3.2.1, “User Summary Cumulative Report”, on page 36.

•

Section 3.3.2, “User Performance Report”, on page 43.

3.1.2 Group Status Report A Group Status Report provides live workload information for one or more groups.

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This report has the following columns: •

Name

•

Primary (Waiting Contacts)

•

Overflow (Waiting Contacts)

•

Logged On (Users)

•

Idle (Users)

For detailed descriptions of the columns available for the Group Status Report, see Section 4.2.2, “Group real-time statistics”, on page 67. The Group Status Report is most commonly used to assess how the group is handling the current workload. The pending workload is shown by the waiting contacts values. The ability to handle the workload is shown by the logged on and idle user values. If the Group Status Report indicates problems, see the following reports for more information:

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•

Section 3.1.1, “User Status Report”, on page 30 provides additional information on the current state of individual users.

•

Section 3.2.2, “Group Summary Cumulative Report”, on page 38 provides information on a group's performance over a particular time period.

•

Section 3.3.5, “Group Summary Report”, on page 48.

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3.1.3 Active Contacts Report The Active Contacts Report is a real-time report that provides live information on contacts that are currently in queue.

This report has the following columns: •

Queue Name

•

Time in State

•

State

•

Description

•

Priority

•

Eligible Users

For detailed descriptions of all columns available for the Active Contacts Report, see Section 4.2.3, “Contact real-time statistics”, on page 68. The Active Contacts Report is most commonly used to assess the current outstanding workload across a number of queues. It reports on outstanding contacts only, and therefore can help you isolate particular queues or groups that are not keeping up with the current workload. If the Active Contacts Report indicates problems, see the following reports for more information: •

Section 3.1.2, “Group Status Report”, on page 31 provides an indication of current workload of a group and its ability to handle the workload.

•

Section 3.1.5, “Queue Status Report”, on page 35 provides live information and shift statistics on the workload of individual queues.

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3.1.4 Active Callbacks Report The Active Callbacks Report is a real-time report that provides live information on callbacks that are currently in queue.

The Active Callbacks Report is most commonly used to asses the current outstanding callbacks across a number of callback queues. It reports on outstanding callbacks only, and can therefore help you isolate particular queues or groups that are not keeping up with the current callback workload. This report has the following columns: •

Queue Name

•

Origin

•

State

•

Customer Name

•

Customer Telephone Number

•

Creator Name

•

Count (Attempt)

For detailed descriptions of all columns available for the Active Callbacks Report, see Section 4.2.4, “Callback real-time statistics”, on page 68. If the Active Callbacks Report indicates problems, see the following reports for more information:

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•

Section 3.1.2, “Group Status Report”, on page 31 provides an indication of current workload of a group and its ability to handle the callback workload.

•

Section 3.1.5, “Queue Status Report”, on page 35 provides live information and shift statistics on the workload of individual callback queues. A31003-S2281-M102-1-76A9, March 2011 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide

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3.1.5 Queue Status Report The Queue Status Report contains both live information and statistics gathered since the start of the current shift. It provides performance statistics for a queue.

This report has the following columns: •

Name

•

Queued (Contacts)

•

Received (Shift) (Contacts)

•

Answered (Shift) (Contacts)

•

Current (Service Level)

•

Estimated (Service Level)

•

Oldest Contact (Wait Time)

•

Answered (Average Wait Time)

•

Estimated Answer (Wait Time)

For detailed descriptions of all columns available for the Queue Status Report, see Section 4.2.5, “Queue real-time statistics”, on page 70. The Queue Status Report report is most commonly used to assess how well the workload for a queue is being handled. The key indicators of current workload handling are the current and estimated service level, average wait times, and the contacts queued value. The contacts answered and contacts received values give an indication of the workload since the start of the current shift.

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If the Queue Status Report indicates problems, see the following reports for more information: •

Section 3.1.2, “Group Status Report”, on page 31 has current status information on individual groups.

•

Section 3.2.4, “Queue Summary Cumulative Report”, on page 40 provides information on a queue's performance over a particular time period.

•

Section 3.3.11, “Queue Summary Report”, on page 56.

3.2 Predefined cumulative reports The predefined cumulative reports packaged with OpenScape Contact Center provide commonly used, accumulated, 24-hour statistics and summaries on contact center resources. NOTE: If one of the predefined historical reports contains the content required for a cumulative report that you want to use at your site, you can make a copy of the historical report and change the report type to cumulative.

3.2.1 User Summary Cumulative Report The User Summary Cumulative Report provides a recent profile on contacts offered to individual users.

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This report has the following columns: •

Name

•

Logged On (Total Time)

•

Utilization

•

Routed (Offered Contacts)

•

Routed Other (Offered Contacts)

•

Routed (Handled Contacts)

•

Routed Other (Handled Contacts)

•

Direct (Handled Contacts)

•

Routed (Abandoned Offered Contacts)

•

Unhandled (Routed Contacts)

•

Held (Routed Contacts)

•

Routed Talked (Average Time)

•

Routed Held (Average Time)

•

Idle (Percentage Time)

•

Away (Percentage Time)

•

Busy (Percentage Time)

•

Routed (Percentage Handling Time)

For detailed descriptions of all columns available for the User Summary Cumulative Report, see Section 4.3.1, “User cumulative and historical statistics”, on page 72. You can use the User Summary Cumulative Report to assess user performance. In addition to basic count totals such as contacts offered and contacts handled, the User Summary Cumulative Report includes additional breakdown details that let you do the following: •

Compare the number of contacts handled that were routed by OpenScape Contact Center with the number of contacts handled that were not routed by OpenScape Contact Center.

•

Compare the time that users spent in Idle presence state with the time that users spent in Away or Busy presence state, to determine how many more contacts might be handled.

•

Inspect the average time that was spent handling contacts and postprocessing contacts.

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Comparing statistics for several users can help you determine which users may need additional training in handling contacts. For additional information on user performance, see Section 3.3.2, “User Performance Report”, on page 43.

3.2.2 Group Summary Cumulative Report The Group Summary Cumulative Report provides a summary of the contacts that were received for a group.

This report has the following columns: •

Name

•

Primary (Received Contacts)

•

Overflow (Received Contacts)

•

Primary (Offered Contacts)

•

Overflow (Offered Contacts)

•

Offered Elsewhere (Received Contacts)

•

Average (Logged On Users)

•

All (Received Contacts)

For detailed descriptions of all columns available for the Group Summary Cumulative Report, see Section 4.3.2, “Group cumulative and historical statistics”, on page 81.

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The Group Summary Cumulative Report is used primarily to provide a profile of contacts received in groups and consists largely of count statistics. For an individual group, this report can be used as follows: •

The contacts offered and contacts received statistics are an indicator of how efficiently the group is handling contacts.

•

The primary contacts received and overflow contacts received statistics can be used to verify or diagnose effectiveness of the configuration of queues that use this group as an overflow group.

Across a set of groups, the Group Summary Cumulative Report can be used to compare contact handling requirements. If the Group Summary Cumulative Report indicates problems, see the following reports for more information: •

Section 3.3.3, “User Resolution Report”, on page 45 - If the number of transferred out contacts is an issue, this report provides detailed transferred out contact statistics by user.

•

Section 3.3.11, “Queue Summary Report”, on page 56 - If the number of contacts overflowing into a group is an issue, this report can provide more information on the queue this group is part of.

3.2.3 Callback Summary Cumulative Report The Callback Summary Cumulative Report provides a recent summary of callbacks handled by the contact center. This report consists largely of count statistics, such as the number of successful and unsuccessful callbacks. The Callback Summary Cumulative Report is used primarily to provide a profile of callback handling performance.The report lets you gauge the success and failure of callback attempts over the last 24 hours. This report has the following columns: •

Name

•

Attempts

•

Callbacks

•

Successful

•

All (Unsuccessful)

•

Requeued Out

•

Percentage Successful

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•

Percentage Unsuccessful

•

Average (Contact Time)

If the Callback Summary Cumulative Report indicates problems, see the following reports for more information: •

Section 3.3.3, “User Resolution Report”, on page 45 can provide detailed resolution statistics by user.

•

Section 3.3.11, “Queue Summary Report”, on page 56 can provide detailed information on the callback queues.

3.2.4 Queue Summary Cumulative Report The Queue Summary Cumulative Report summarizes contact handling efficiency for individual queues. It provides both data on contact dispositions (received, answered, redirected, for example) as well as calculated statistics such as abandon rate, service level, and average wait times.

This report has the following columns:

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•

Name

•

All (Received Contacts)

•

All (Answered Contacts)

•

All (Abandoned Contacts)

•

Out of Scope (Redirected Contacts)

•

Service Level

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•

Abandon Rate

•

Answered (Average Wait Time)

•

Abandoned (Average Wait Time)

•

Average (User Involvement Time)

For detailed descriptions of all columns available with the Queue Summary Cumulative Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 87. The key indicators in this report are the average wait time and service level values. They provide a high-level summary of how well contacts arriving in this queue are handled, including information such as the following: •

How long customers are waiting before being answered by a user.

•

The percentage of contacts being answered within the site-defined service level, depending on the selected service level formula.

The most common cause of unfavorable values in the key indicators in this report is the number of users of the primary group associated with the queue. Another contributor to poor values in the report is the overflow interval defined for the queue. If the Queue Summary Cumulative Report indicates problems, see the Section 3.3.5, “Group Summary Report”, on page 48. The Group Summary Report provides contacts handled and contacts offered statistics, as well as a primary and overflow breakdown of contacts received.

3.3 Predefined historical reports The predefined historical reports packaged with OpenScape Contact Center provide the statistics and summaries most commonly used in contact center management. NOTE: If one of the predefined cumulative reports contains the content required of a historical report that you want to use at your site, you can make a copy of the cumulative report and change the report type to historical.

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3.3.1 User Summary Report The User Summary Report is a historical report that provides a profile on contacts offered to individual users.

This report has the following columns: •

Name

•

Routed (Offered Contacts)

•

Routed (Handled Contacts)

•

Routed (Abandoned Offered Contacts)

•

Held (Routed Contacts)

•

Direct Incoming Voice (Handled Contacts)

•

Direct Outgoing Voice (Handled Contacts)

•

Direct Internal Voice (Handled Contacts)

•

All (Average Handling Time)

•

Busy (Average Time)

•

Routed Held (Average Time)

For detailed descriptions of all the columns available for the User Summary Report, see Section 4.3.1, “User cumulative and historical statistics”, on page 72.

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This report is most commonly used to assess how a user is handling offered contacts. In addition to letting you inspect basic count totals such as contacts offered, contacts handled, held contacts, and abandoned contacts, this report includes additional breakdown details that let you: •

Compare the number of contacts handled that were routed by OpenScape Contact Center with the number of contacts handled that were not routed by OpenScape Contact Center.

•

Inspect the average time spent handling contacts.

Comparing statistics for several users can help you isolate users that may need additional training in handling contacts. For additional information on user performance, see Section 3.3.2, “User Performance Report”, on page 43.

3.3.2 User Performance Report The User Performance Report provides a breakdown of time spent in various activities by individual users.

This report has the following columns: •

Name

•

Logged On (Total Time)

•

All (Average Handling Time)

•

Routed (Percentage Handling Time)

•

Direct Internal Voice (Percentage Handling Time)

•

Direct Incoming Voice (Percentage Handling Time)

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•

Direct Outgoing Voice (Percentage Handling Time)

•

Idle (Percentage Time)

•

Away (Percentage Time)

•

Busy (Percentage Time)

•

Other (Percentage Time)

For detailed descriptions of all columns available with the User Performance Report, see Section 4.3.1, “User cumulative and historical statistics”, on page 72. The User Performance Report is most commonly used to assess how well users are spending their time. In addition to letting you inspect statistics such as total logged-on time and the average time spent handling contacts, this report lets you: •

Compare the time that users spent handling contacts that were routed by OpenScape Contact Center with the time spent handling contacts that were not routed by OpenScape Contact Center.

•

Compare the time that users spent in Away and Busy presence state with the time that users spent handling contacts and in Idle presence state.

If this report indicates problems, see the following reports for more information:

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•

Section 3.2.1, “User Summary Cumulative Report”, on page 36

•

Section 3.3.1, “User Summary Report”, on page 42.

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3.3.3 User Resolution Report The User Resolution Report is a historical report that provides a high-level profile of final dispositions for contacts received by individual users.

This report has the following columns: •

Name

•

Routed (Handled Contacts)

•

Terminated (Routed Contacts)

•

Transferred (Routed Contacts)

•

Requeued (Routed Contacts)

For detailed descriptions of all the columns available for the User Resolution Report, see Section 4.3.1, “User cumulative and historical statistics”, on page 72. The User Resolution Report is commonly used to view high-level contact results for individual users. Across several users, the report can be used to compare contact-handling efficiency. For individual users, the report can be used as the first step in diagnosing problems. If this report indicates problems, see the following reports for more information: •

Section 3.2.1, “User Summary Cumulative Report”, on page 36 provides additional contact-handling statistics.

•

Section 3.3.1, “User Summary Report”, on page 42 provides additional contact-handling statistics.

•

Section 3.3.2, “User Performance Report”, on page 43 provides a breakdown of time spent in various activities.

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3.3.4 User by Queue Historical Report The User by Queue Historical Report breaks down user performance on a queueby-queue basis. The report lets you measure performance by a user for each queue for which the user handled contacts. Summaries are provided at the user, queue, and daily levels and detailed information on each contact is provided.

This report has the following columns: •

Name

•

Offered (Routed Contacts)

•

Handled (Routed Contacts)

•

Routed (Average Handling Time)

•

Routed Held (Average Time)

•

Routed Consulted (Average Time)

•

Routed Deferred (Average Time)

For detailed descriptions of all columns available for the User by Queue Historical Report, see Section 4.3.1.2, “User historical statistics (User by Queue)”, on page 79. The User by Queue Historical Report report is used primarily to measure user handling of contacts from different queues. Comparing user statistics across several queues can indicate strengths and weaknesses in handling different types of contacts. Within the user statistics for a single queue, the average time spent consulting, holding calls, or the average time that e-mail messages spent deferred are good indicators of a user’s comfort in handling contacts associated with that queue.

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If this report indicates problems, see the following reports for additional information: •

Section 3.3.2, “User Performance Report”, on page 43 provides a detailed breakdown of user activities and can be used to more accurately assess how a user is making use of their time

•

A user activity report can be used to investigate details of individual contacts. For details, see Section 2.1.4, “About activity reports”, on page 15.

NOTE: This report is not intended to provide diagnostic information on queues. However, if this report seems to indicate queue-specific problems such as excessive overflow, using the queue-based reports might be more helpful in tracking down queue configuration problems.

NOTE: If the Include contact record detail in this report option is selected in the report definition, and the number of database records used to generate the report exceeds 10,000, the report will fail. The failed report will appear in the Failed folder in the Manager application’s Report Center with a message indicating that the number of records used to generate the report exceeded the maximum. To generate the report successfully, you must either select fewer resources to report on or reduce the range of the report to cover a shorter time period.

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3.3.5 Group Summary Report The Group Summary Report is a historical report that provides a summary of received contacts for a group.

This report has the following columns: •

Name

•

All (Received Contacts)

•

All (Offered Contacts)

•

Primary (Received Contacts)

•

Overflow (Received Contacts)

•

Primary (Transferred Contacts)

For detailed descriptions of all the columns that are available for the Group Summary Report, see Section 4.3.2, “Group cumulative and historical statistics”, on page 81. The Group Summary Report is used primarily to provide a profile of contacts received in groups and consists largely of count statistics. For an individual group, this report can be used as follows:

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•

The contacts received and contacts offered statistics are an indicator of how efficiently the group is handling contacts.

•

The primary contacts received and overflow contacts received statistics can be used to verify or diagnose the effectiveness of the configuration of queues that use this group as an overflow group. A31003-S2281-M102-1-76A9, March 2011 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide

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Across a set of groups, this report can be used to compare contact handling requirements. If the Group Summary Report indicates problems, see the following reports for more information: •

Section 3.3.3, “User Resolution Report”, on page 45. If the number of transferred out contacts is an issue, this report provides detailed transferred out contact statistics by user.

•

Section 3.3.11, “Queue Summary Report”, on page 56. If the number of contacts overflowing into a group is an issue, this report provides more information on the queue that this group is part of.

3.3.6 Contact/Source Historical Report The Contact/Source Historical Report provides details and summaries on all contacts from a specified set of monitored sources. At the source level, and within source by date, a profile of contact dispositions is provided, along with statistics such as the abandon rate and wait time and handling time durations. Within the reporting interval defined for the report, detailed contact-by-contact information is available.

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The Contact/Source Historical Report can be used for billing, general diagnostic, and investigative purposes. •

With respect to billing, the report can provide contact count and contact duration statistics for billable customers or situations involving service contracts.

•

In terms of general diagnostics, this report can be used to help you optimize service for key customers. Since average wait time and average contact time are measures of customer satisfaction, source/contact historical reports can help you monitor how well contacts from a given source are being serviced and take corrective action if necessary.

•

This report also serves as a starting point in investigating a situation involving an individual contact from a given source.

This report has the following columns: •

Source

•

Received (Contacts)

•

Answered (Contacts)

•

Abandoned (Contacts)

•

Redirected (Contacts)

•

Average Waiting (Contact Time)

•

Abandon Rate

•

Average (Contact Time)

For detailed descriptions of all the columns that are available for Contact/Source Historical Report, see Section 4.3.3, “Contact historical statistics”, on page 83. The Contact/Source Historical Report indicates problems, see the following report for additional information: •

A source activity report can be useful in investigating details of individual contacts from a source. For details, see Section 2.1.4, “About activity reports”, on page 15.

NOTE: If the Include contact record detail in this report option is selected in the report definition, and the number of database records used to generate the report exceeds 10,000, the report will fail. The failed report will appear in the Failed folder in the Manager application’s Report Center with a message indicating that the number of records used to generate the report exceeded the maximum. To generate the report successfully, you must either select fewer resources to report on or reduce the range of the report to cover a shorter time period.

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3.3.7 Callback Summary Historical Report The Callback Summary Historical Report provides a summary of callbacks handled by the contact center.

This report has the following columns: •

Name

•

Callbacks

•

All (Unsuccessful)

•

Reached Maximum Retry (Unsuccessful)

•

Expired (Unsuccessful)

•

Timed Out (Unsuccessful)

•

Deleted (Unsuccessful)

•

Requeued Out

•

Percentage Unsuccessful

For detailed descriptions of all the columns available for the Callback Summary Historical Report, see Section 4.3.4, “Callback cumulative and historical statistics”, on page 84.

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The Callback Summary Historical Report is used primarily to provide a profile of callbacks within the contact center and consists largely of count statistics, such as the number of successful and unsuccessful callbacks. If the Callback Summary Historical Report indicates problems, see the following reports for more information: •

Section 3.3.3, “User Resolution Report”, on page 45 can provide detailed resolution statistics by user.

•

Section 3.3.11, “Queue Summary Report”, on page 56 can provide detailed information on the callback queues.

3.3.8 Detailed Callback Historical Report The Detailed Callback Historical Report provides details on canceled and completed callbacks based on the result, or final disposition, of the contact. This allows you to view all callbacks, for example, that were deleted by users or that timed out before the customer was successfully contacted. Breakdowns by date are provided, and for each callback in the report, a history relevant to the final callback disposition is provided.

This report has the following columns:

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•

Result

•

Origin

•

Queue Name

•

Tries

•

Time (Last Try)

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•

Telephone Number (Last Try)

•

User Name (Last Try) (present only if the system has Full reporting level)

For detailed descriptions of all the columns available for the Detailed Callback Historical Report, see Section 4.3.4, “Callback cumulative and historical statistics”, on page 84. If the Detailed Callback Historical Report indicates problems, see the following reports for additional information: •

Section 3.3.7, “Callback Summary Historical Report”, on page 51 can be used to provide a more general profile of successful callback attempts.

•

A user activity report can provide details such as the Delete reason chosen when a specific callback was deleted. For details, see Section 2.1.4, “About activity reports”, on page 15.

3.3.9 Queue Abandoned Contacts Profile Report The Queue Abandoned Contacts Profile Report is a historical report that provides details on contacts abandoned by the customer before a user answered the contact, on a queue-by-queue basis.

This report has the following columns: •

Name

•

All (Received Contacts)

•

Abandon Rate

•

Abandoned (Average Wait Time)

•

Abandoned (Maximum Wait Time)

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•

All (Abandoned Contacts)

•

1 Interval to 5 Interval (Abandoned Contacts)

For detailed descriptions of all the columns available with the Queue Abandoned Contacts Profile Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 87. The Queue Abandoned Contacts Profile Report is most commonly used to isolate causes of high abandon rates in individual queues. If the abandon rate for a queue is unacceptably high, the other columns in the report provide a complete profile you can use to find the cause. The Queue Abandoned Contacts Profile Report contains simple count statistics such as the contacts received and abandoned.The report also contains derived information and an interval breakdown: •

The average time that a customer waits before abandoning a contact can be used as the target maximum time that a contact should wait in queue. You should compare this value to the overflow time intervals in your queue configurations.

•

The breakdown of contacts abandoned within the queue report intervals complements the average wait time. The least unfavorable breakdown would show abandon counts increasing as you move from the first interval to the fifth interval. Note, however, that many of the contacts that are being abandoned in the first interval could simply be calls to the wrong number. If the count peaks prior to the fifth interval, this could be an indication of a problem with the queue processing workflow.

The most common solution to high abandon rates is reducing wait time. This can be done through staffing or through reconfiguration. Staffing changes can include increasing the number of users available in groups. Configuration items that can contribute to long wait times include the overflow intervals defined for a queue and the number of overflow groups eligible to handle contacts for that queue. If this report indicates problems, see the following reports for more information:

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•

Section 3.3.2, “User Performance Report”, on page 43 can provide information on average handling times for users in groups associated with a queue.

•

Section 3.3.5, “Group Summary Report”, on page 48 can provide more information on contacts overflowing from the primary group set up for a queue.

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3.3.10 Queue Answered Contacts Profile Report The Queue Answered Contacts Profile Report is a historical report that provides a profile of answered contacts, on a queue-by-queue basis.

This report has the following columns: •

Name

•

All (Received Contacts)

•

All (Answered Contacts)

•

Answered (Average Wait Time)

•

Answered (Maximum Wait Time)

•

Service Level

•

1 Interval to 5 Interval (Answered Contacts)

For detailed descriptions of all the columns available for The Queue Answered Contacts Profile Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 87. The Queue Answered Contacts Profile Report report is used primarily to evaluate how efficiently contacts are being handled. Derived statistics include the average time that customers wait before their contacts are answered and the percentage of contacts answered within the site-defined service level interval. These are key indicators in evaluating contact-handling efficiency for a queue.

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Supporting information includes the following count statistics: •

Raw count information such as all contacts received and all contacts answered.

•

A breakdown of contacts answered within the queue report intervals. The most favorable situation is one in which the majority of contacts are answered in early intervals.

3.3.11 Queue Summary Report The Queue Summary Report is a historical report that summarizes contact handling efficiency for individual queues. It provides both raw count information on contact dispositions (received, answered, redirected, for example) as well as derived statistics such as abandon rate, service level, and average wait times.

This report has the following columns:

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•

Name

•

All (Received Contacts)

•

All (Answered Contacts)

•

All (Abandoned Contacts)

•

Out of Scope (Redirected Contacts)

•

All (Average Wait Time)

•

Service Level

•

Abandon Rate

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Predefined reports Predefined historical reports

For detailed descriptions of all the columns available for the Queue Summary Report, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 87. The key indicators in the Queue Summary Report are the average wait time, service level, and abandoned rate values. They provide a high-level summary of how well contacts arriving in this queue are handled: •

How long customers are waiting before being answered by a user.

•

The percentage of contacts being answered within the site-defined service level.

•

The percentage of contacts in which the customer terminates the contact before being answered.

The most common cause of unfavorable values in the key indicators in this report is the staffing level of the primary group associated with the queue. Another contributor is the overflow interval defined for the queue. If the Queue Summary Report indicates problems, see the following reports for more information: •

Section 3.3.5, “Group Summary Report”, on page 48 provides contacts handled and contacts offered statistics as well as a primary and overflow breakdown of contacts received.

•

Section 3.3.9, “Queue Abandoned Contacts Profile Report”, on page 53 provides detailed information on abandoned contacts.

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Predefined reports Predefined historical reports

3.3.12 Queue by User Historical Report The Queue by User Historical Report breaks down queue performance statistics by the individual users who were offered contacts associated with that queue. Summaries are provided at the queue, user, and date levels and detailed information on each contact is provided.

This report is used to show differential performance for all users who have been offered contacts from particular queues. The Contacts statistics provide a high level profile of key queue performance indicators broken down by user. The Average Time statistics are more user-oriented and can be helpful in investigating the skills of the individual users handling contacts for a given queue. NOTE: While comparing user statistics within a single queue can provide useful information, this is not necessarily the case when trying to compare statistics across queues for this report. For queues with disparate purposes, sales and support for example, there may be significantly different expectations with regard to indicators such as wait time and contact handling time. This report has the following columns:

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•

Name

•

Received (Contacts)

•

Answered (Contacts)

•

Abandoned (Contacts)

•

Redirected (Contacts)

•

Waiting (Average Time)

•

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•

Deferred (Average Time)

•

Held (Average Time)

For detailed descriptions of all columns available for this report type, see Section 4.3.5, “Queue cumulative and historical statistics”, on page 87. If this report indicates problems, see the following reports for additional information: •

Section 3.3.1, “User Summary Report”, on page 42 provides a more general indication of the performance of an individual user.

•

Section 3.3.11, “Queue Summary Report”, on page 56 provides a more general indication of the performance of specific queues and can be used to provide a general performance context in which to judge the performance of specific users.

NOTE: If the Include contact record detail in this report option is selected in the report definition, and the number of database records used to generate the report exceeds 10,000, the report will fail. The failed report will appear in the Failed folder in the Manager application’s Report Center with a message indicating that the number of records used to generate the report exceeded the maximum. To generate the report successfully, you must either select fewer resources to report on or reduce the range of the report to cover a shorter time period.

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Predefined reports Predefined historical reports

3.3.13 Destination Report The Destination Report is a historical report that provides a summary of activities on particular destinations.

This report has the following columns: •

Target

•

Received (Contacts)

•

Answered (Contacts)

•

Abandoned (Contacts)

•

Redirected Out of Scope (Contacts)

•

Average (Contact Time)

For detailed descriptions of all the columns available for the Destination Report, see Section 4.3.6, “Destination cumulative and historical statistics”, on page 93. In general, the Destination Report is most commonly used to provide a very high level look at contact results for a particular destination. Specific examples include:

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•

Inspecting activity on a permanent DNIS such as a product support line, over a specific time interval to evaluate contact-handling efficiency.

•

Providing a complete summary for a DNIS that is set up specifically for a particular campaign.

•

For service bureaus, compiling statistics for billing purposes.

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Predefined reports Predefined historical reports

If the Destination Report indicates problems, see the following reports for more information: •

Section 3.3.2, “User Performance Report”, on page 43, can be run on users associated with the destination to provide additional information on contacts offered to users.

•

Section 3.3.9, “Queue Abandoned Contacts Profile Report”, on page 53 can provide information useful in finding the causes of high abandoned contact rates.

3.3.14 User Wrap-up Reason Report The User Wrap-up Reason Report is a historical report that provides a short summary on the use of site-defined Wrap-up reasons. The use count for each defined reason is provided.

This report has the following columns: •

Name

•

Reason

•

Count

For detailed descriptions of all the columns available for the User Wrap-up Reason Report, see Section 4.3.7, “Wrap-up reason cumulative and historical statistics”, on page 95.

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Predefined reports Predefined historical reports

Wrap-up reasons are site-specific and can be set up for purposes ranging from the generic, such as recording a simple contact disposition, to the highly specific, such as recording the results of contacts associated with a particular campaign. Some examples of Wrap-up reasons are the following: •

Made a sale.

•

Provided product support.

•

Updated customer record.

The User Wrap-up Reason Report can be used to provide administrators and supervisors with a high-level summary of the key areas of concentration or contact results.

3.3.15 Routing State Reason Historical Report The Routing State Reason Historical Report provides a detailed breakdown of how user time is spent when not handling contacts or in Available routing state. Totals for Work reason and Unavailable reason instances are available at the user level and for individual dates covered in the range of the report. Within the reporting level specified for the report, counts are provided for each Work reason or Unavailable reason usage.

This report is useful in comparing the activities of several users or investigating details pertaining to a single user. As a whole, the report can be useful in showing the amount of time spent in activities such as attending meetings and other general uses of the Work and Unavailable routing states. User by user comparison can help you identify those individuals who may require additional training. At the single user level, in addition to the summaries, you can also view a user’s Work reason and Unavailable reason usage on an interval by interval basis.

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Predefined reports Predefined historical reports

This report has the following columns: •

Name

•

User ID

•

Reason

•

Count (Routing State)

•

Total Time (Routing State)

•

Average Time (Routing State)

For detailed descriptions of all the columns available in this report, see Section 4.3.8, “Routing state reason cumulative and historical statistics”, on page 95. The following reports can be useful in providing additional or related information: •

Section 3.3.14, “User Wrap-up Reason Report”, on page 61 provides information on Wrap-up reasons, typically used to indicate the result or final disposition of a contact.

•

A user activity report can provide detailed information on specific contacts or for a specific interval. For details, see Section 2.1.4, “About activity reports”, on page 15.

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Predefined reports Predefined historical reports

3.3.16 Post-processing Reason Report The Post-processing Reason Report provides a detailed breakdown of how user time is spent post-processing contacts or in Available routing state. Totals for Post-processing reason instances are available at the user level and for individual dates covered in the range of the report. Within the reporting level specified for the report, counts are provided for each Post-processing reason usage.

This report is useful in comparing the activities of several users or investigating details pertaining to a single user. As a whole, the report can be useful in showing the amount of time spent in activities such as filing, generating case numbers, and other general uses of the Post-processing handling state. User by user comparison can help you identify those individuals who may require additional training. At the single user level, in addition to the summaries, you can view a user’s Post-proccessing reason usage on an interval by interval basis. This report has the following columns: •

Name

•

User ID

•

Reason

•

Count

•

Total Time

•

Average Time

For detailed descriptions of all the columns available in this report, see Section 4.3.9, “Post-processing reason cumulative and historical statistics”, on page 96.

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Statistics available in reports How to read the tables

4 Statistics available in reports This chapter describes the statistics (or columns) that are available for display in reports. For each combination of report type and resource (for example, real-time reports on users), there is a specific set of statistics that can be selected. In some cases, the report type and resource is further broken down by the Report By option. For example, in some user historical reports you can report by department or site, as well as by user. Be sure to read Chapter 5, “Report reconciliation” which describes various issues related to the values that are shown in reports. For detailed descriptions of user states, contact states, contact types, and other terms that appear in this chapter, see Chapter 6, “Terminology”.

4.1 How to read the tables The statistics are grouped by category and listed alphabetically. Activity reports do not have categories so the statistics are simply listed alphabetically. For real-time, cumulative, and historical reports, four additional columns appear in each table. If a bullet appears in the column, it indicates the following: •

B – The statistic can be displayed in Broadcaster views.

•

W – The statistic can be displayed in wallboard views.

•

C – The statistic can be displayed in chart format.

•

T – You can set a threshold on the statistic (real-time and cumulative reports only).

4.2 Real-time report statistics This section describes the statistics available in real-time reports.

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Statistics available in reports Real-time report statistics

4.2.1 User real-time statistics This section describes the statistics that are available for display in user real-time reports. NOTE: For information on how to exclude logged-off users from reports, see the Manager Help.

Column

Description

B W C T

Category: (none) Extension

The telephone extension that the user is logged on to.

Group

The groups to which the user is assigned.

Location

The geographical location associated with the user.

Logged On Media Types

The media types that the user is logged on to.

Name

The name of the user.

User ID

The ID associated with the user.

Category: Contact Description

The description of the contact that the user is handling.

Handling Time

The amount of time that the user spends handling the contact.

•

•

Handling Time The amount of time that the user spends handling the Excluding Post- contact, not including the time spent post-processing. processing

•

•

Queue Name

The name of the queue that is associated with the contact that the user is handling.

Type

The type of contact that the user is handling.

•

Category: Handling State State

The user's current handling state: Consulting, Dialing, Holding, Line Busy, Line Queued, Pending, Postprocessing, Processing, Ringing, or Talking.

•

Time in State

The amount of time that the user has been in the current handling state.

•

•

•

Category: Presence State State

The user's current presence state: Active, Away, Busy, Idle, or Logged Off.

•

Time in State

The amount of time that the user has been in the current presence state.

•

• •

Category: Presence State Excluding Direct Contacts State Table 6

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The user's current presence state, which is unaffected by the handling of direct contacts.

•

•

User real-time statistics

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Statistics available in reports Real-time report statistics

Column

Description

Time in State

The amount of time that the user has been in the current presence state, excluding direct contacts.

B W C T •

Category: Routing State State

The user's current routing state: Available, Unavailable, or Work. When applicable, the Unavailable reason or Work reason that the user selected is also shown.

Table 6

•

User real-time statistics

4.2.2 Group real-time statistics The section describes the statistics that are available for display in group realtime reports. Column

Description

B W C T

Category: (none) Name

The name of the group.

Category: Users Away

The number of users in this group who are in Away presence state.

•

•

Busy

The number of users in this group who are in Busy presence state.

•

•

Idle

The number of users in this group who are in Idle presence state.

•

•

Handling Direct

The number of users in this group who are handling direct contacts.

•

•

Handling Routed

The number of users in this group who are handling routed contacts.

•

•

Logged On

The number of users in this group who are logged on.

•

•

Category: Waiting Contacts All

The number of contacts waiting in queue for this group.

•

•

Overflow

The number of contacts waiting in queue for this group, where the group is not the primary group configured to handle these contacts.

•

•

Primary

The number of contacts waiting in queue for this group, where the group is the primary group configured to handle these contacts.

•

•

Table 7

Group real-time statistics

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Statistics available in reports Real-time report statistics

4.2.3 Contact real-time statistics This section describes the statistics that are available for display in contact realtime reports. Column

Description

B W C T

Category: (none) Description

The description of the contact.

•

Destination

The destination to which the contact was sent. Destinations that appear in this report do not have to be designated as monitored destinations.

•

Eligible Users

The number of logged-on users that are eligible to handle the contact at this time (regardless of their current routing state).

Media Type

The media type of the contact.

Priority

The current priority of the contact.

Queue Name

The name of the queue to which the contact was routed.

•

Source

The source where the contact was generated. Sources that appear in this report do not have to be designated as monitored sources.

•

State

The current state of the contact. For example, User Interaction, Queued, Reserved, Pending, Deferred.

Time in State

The amount of time that the contact has been in its current state. This value is reset every time the state changes.

Wait Time

The amount of time that the contact has been waiting in the OpenScape Contact Center system.

Table 8

•

•

•

•

•

Contact real-time statistics

4.2.4 Callback real-time statistics This section describes the statistics that are available for display in callback realtime reports. Column

Description

B W C T

Category: (none) Creator Name

The name of the user who created the callback.

Customer Name The name of the customer who is to be called back. Customer Telephone Number

The telephone number of the customer in the current callback attempt.

Description

The description associated with the callback.

Queue Name

The name of the queue associated with the callback.

Table 9

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Callback real-time statistics

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Statistics available in reports Real-time report statistics

Column

Description

B W C T

Origin

The origin of the callback, which can be one of the following: • IVR – the callback was created within an IVR. • Client Desktop – a user created the callback using the Client Desktop application. • Web – the callback was created through the Web interface. • Customer Abandoned – the system created the callback because the customer abandoned a contact while queued. • Workflow – the callback was created using a Create Callback component in a routing strategy or queue processing workflow.

•

State

The current state of the callback, for example, User Interaction, Queued, Reserved, Pending, Scheduled.

•

Time in State

The amount of time that the callback has been in this state. This value is reset every time the state changes.

•

Category: Attempt Last User Name The name of the user that made the last callback attempt. Count

The number of callback attempts made.

Status

The status of the last callback attempt made (for example, No Answer or Line Busy).

Table 9

•

Callback real-time statistics

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Statistics available in reports Real-time report statistics

4.2.5 Queue real-time statistics This section describes the statistics that are available for display in queue realtime reports. Using the Report By option, queue real-time reports can be configured to monitor queues or aggregates. For more information, see Section 2.4.4, “Report By options”, on page 22. NOTE: For details on issues that have an impact on queue/aggregate statistic calculations, see Section 5.2, “Calculation issues”, on page 102.

Column

Description

B W C T

Category: (none) Media Type

The media type for the selected queue or aggregate.

Name

The name of this queue or aggregate.

Category: Abandon Rate Current

The weighted percentage of the last 24 contacts routed to this queue or aggregate that were abandoned.

•

•

•

•

Shift

The weighted percentage of contacts routed to this queue or aggregate since the shift started that were abandoned.

•

•

•

•

Category: Answer Rate Current

The weighted percentage of the last 24 contacts routed to this queue or aggregate that were answered.

•

•

•

•

Shift

The weighted percentage of contacts routed to this queue or aggregate since the shift started that were answered.

•

•

•

•

Category: Average Wait Time Abandoned

The average amount of time that contacts waited in this queue or aggregate before being abandoned, based on the last 10 contacts that were abandoned.

•

•

•

•

Abandoned (Shift)

The average amount of time that contacts waited in this queue or aggregate before being abandoned, based on the contacts that were abandoned since the shift started.

•

•

•

•

Answered

The average amount of time that contacts waited in this queue or aggregate before being answered, based on the last 10 contacts that were answered.

•

•

•

•

Answered (Shift)

The average amount of time that contacts waited in this queue or aggregate before being answered, based on the contacts that were answered since the shift started.

•

•

•

•

•

•

•

Category: Contacts Abandoned (Shift) Table 10

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The number of contacts routed to this queue or aggregate since the shift started that were abandoned. Queue real-time statistics

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Statistics available in reports Cumulative and historical statistics

Column

Description

B W C T

Answered (Shift)

The number of contacts routed to this queue or aggregate since the shift started that were answered.

•

•

•

Queued

The number of contacts that are waiting in this queue or aggregate.

•

•

•

•

Overflowed

The number of contacts waiting in this queue or aggregate that have overflowed past the first processing step in the queue definition while waiting in the queue.

•

•

•

•

•

•

•

Received (Shift) The number of contacts routed to this queue or aggregate in the current shift. Category: Service Level Current

The current service level, calculated based on the last 24 contacts routed to this queue or aggregate.

•

•

•

•

Estimated

The estimated service level of the queue or aggregate.

•

•

•

•

Shift

The service level, based on all the contacts received during the current shift.

•

•

•

•

Category: Wait Time Estimated Answer

The estimated amount of time that contacts will spend in this queue or aggregate before being routed to a user. This estimate is based on the current number of contacts in the queue or aggregate.

•

•

•

•

Oldest Contact

The amount of time that the oldest contact has been waiting in this queue or aggregate.

•

•

•

•

Table 10

Queue real-time statistics

4.3 Cumulative and historical statistics This section describes the statistics that are available in historical and cumulative reports. In general, for a given resource type, the same statistics are available for both cumulative and historical reports. NOTE: If you have recently upgraded your OpenScape Contact Center system, some of the statistical data might not be carried over to the new system. Some statistics are no longer available because they have been removed or changed, or the database has changed. In any case, the affected statistics will not appear in your new reports. The affected statistics are generally those found in historical reports, primarily the user, queue, and destination reports.

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Statistics available in reports Cumulative and historical statistics

4.3.1 User cumulative and historical statistics This section describes the statistics that are available for display in user cumulative and historical reports. The availability of certain statistics depends on the setting of the Report By option that is selected when you create the report. For more information on the Report By option, see Section 2.4.4, “Report By options”, on page 22. NOTE: User cumulative and historical reports can be configured to show statistics for all media types that a user was involved with, or to restrict the report to show only certain media types, such as voice or callback. If you are combining media types in a report, keep in mind that the expected ranges for some statistics can differ greatly across media types. For example, the wait time for calls might range from seconds to minutes, in contrast to the wait time for e-mail messages, which might range from hours to days. Calculations such as averages, which are based on those statistics, might not be meaningful.

4.3.1.1 User cumulative and historical statistics (User, Department, or Site) This section describes the statistics that are available for display in user cumulative and historical reports when the Report By option is set to User, Department, or Site. For more information on the Report By option, see Section 2.4.4, “Report By options”, on page 22. NOTE: When the Report By option is set to Department or Site rather than User, statistics directly related to the user are not available and the remaining statistics reflect the values for all users in the department or site, as applicable. For information on the general availability of statistics at the department and site level, see Section 2.4.1, “Reporting level”, on page 19. Column

Description

B W C T

Category: (none) Location

The geographical location associated with the user. This statistic is available only if the Report By option is set to User.

Maximum Routed Handling Time

The maximum amount of time spent handling a routed contact that completed during the reporting interval.

Table 11

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•

User cumulative and historical statistics (User, Department, or Site)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Name

The name of the user, department, or site, depending on the setting of the Report By option.

User ID

The ID associated with the user. This statistic is available only if the Report By option is set to User.

Utilization

The percentage of the user's logged-on time that was spent handling contacts. This value includes the time spent in Busy presence state, and optionally Idle presence state. For more information on the Utilization calculation, see Section 2.4.2, “Statistics and Reporting options”, on page 19.

B W C T

•

•

•

Category: Abandoned Offered Contacts Routed

The number of routed contacts that were abandoned while being offered to the user.

Routed Overflow

The number of routed contacts that were abandoned while being offered to the user, where the user is not a member of the primary group configured to handle these contacts.

Routed Primary The number of routed contacts that were abandoned while being offered to the user, where the user is a member of the primary group configured to handle these contacts. Category: Average Handling Time All

The average amount of time that the user spent handling routed and direct contacts.

•

All Excluding The average amount of time that the user spent handling Post-processing routed and direct contacts, not including the time spent post-processing routed contacts. Direct

The average amount of time that the user spent handling direct contacts.

•

•

Direct Incoming The average amount of time that the user spent handling Voice direct incoming calls.

•

Direct Internal Voice

The average amount of time that the user spent handling direct internal calls.

•

Direct Outgoing The average amount of time that the user spent handling E-mail direct outgoing e-mail messages.

•

Direct Outgoing The average amount of time that the user spent handling Voice direct outgoing calls.

•

Routed

The average amount of time that the user spent handling routed contacts.

•

Routed The average amount of time that the user spent handling Excluding Post- routed contacts, not including the time spent postprocessing contacts. processing

•

•

Category: Average Time Busy Table 11

The average amount of time that the user spent in Busy presence state.

•

User cumulative and historical statistics (User, Department, or Site)

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Statistics available in reports Cumulative and historical statistics

Column

Description

B W C T

Ringing

The average amount of time that the user's extension was ringing for routed or direct calls (incoming) or listening to the ringing of a dialed extension (outgoing).

Routed Consulted

The average amount of time that the user spent consulting out on calls or callbacks.

•

•

Routed Held

The average amount of time that the user spent in Holding handling state.

•

•

Routed Postprocessing

The average amount of time that the user spent in Post- • processing handling state.

•

Routed Processing

The average amount of time that the user spent in Processing handling state.

•

•

Routed Talked

The average amount of time that the user spent in Talking handling state (connected or conferencing) with routed contacts.

•

•

•

Category: First Logon Media Type

The media type of the user’s first logon. This statistic is available only if the Report By option is set to User.

Time

The time of the user’s first logon. This statistic is available only if the Report By option is set to User.

Category: Handled Contacts All

The number of routed and direct contacts that were handled by the user.

Direct

The number of direct contacts that were handled by the user.

•

Direct Incoming The number of direct incoming calls that were handled Voice by the user. Direct Internal Voice

The number of direct internal calls that were handled by the user.

Direct Outgoing The number of direct outgoing e-mail messages that E-mail were composed by the user. Direct Outgoing The number of direct outgoing calls that were handled by Voice the user. Recalled

The number of deferred and externally consulted e-mail messages that were recalled from the user. The system recalls a message from a user and requeues it when the message has been deferred or externally consulted for the maximum allowable time.

Routed

The number of routed contacts that were handled by the user.

Routed Other

The number of routed contacts that were handled by the user, but were not directly routed to the user. For example, the contacts were consulted to, transferred to, forwarded to, or picked by the user.

Table 11

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•

User cumulative and historical statistics (User, Department, or Site)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Routed Overflow

The number of routed contacts that were handled by the user, where the user is not a member of the primary group configured to handle these contacts.

B W C T

Routed Primary The number of routed contacts that were handled by the user, where the user is a member of the primary group configured to handle these contacts. Category: Initiated Contacts All

The total number of routed and direct contacts that the user initiated.

Direct

The number of direct contacts that were initiated by the user.

Direct Internal Voice

The number of direct internal calls that were initiated by the user.

Direct Outgoing The number of direct outgoing e-mail messages that E-mail were composed by the user. Direct Outgoing The number of direct outgoing calls that were initiated by Voice the user. Routed

The number of routed contacts that were initiated by the user. For example: • A user dials a pilot number and the system routes the contact to another user. • A user consults a contact out to a queue, where it is then routed to another user.

Category: Last Logoff Media Type

The media type of the user’s last logoff. This statistic is available only if the Report By option is set to User.

Time

The time of the user’s last logoff. This statistic is available only if the Report By option is set to User.

Category: Offered Contacts All

The number of routed and direct contacts that were offered to the user.

Direct

The number of direct contacts that were offered to the user.

Reserved

The number of contacts that were offered to the user as a result of being reserved for the user.

Routed

The number of contacts that were directly routed by the system and offered to the user. This value does not include routed contacts that were initiated by this user.

Routed Other

The number of contacts that were offered to the user but were not directly routed to the user. For example, the contacts were consulted, transferred, or forwarded to the user.

Table 11

User cumulative and historical statistics (User, Department, or Site)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Routed Overflow

The number of routed contacts that were offered to the user, where the user is not a member of the primary group configured to handle these contacts. This value includes only contacts that were directly routed to the user by the system.

B W C T

Routed Primary The number of routed contacts that were offered to the user, where the user is a member of the primary group configured to handle these contacts, or the contact was reserved for the user. Category: Percentage Handling Time All

The percentage of logged-on time that the user spent handling routed and direct contacts.

•

All Excluding The percentage of logged-on time that the user spent Post-processing handling routed and direct contacts, not including the time spent post-processing routed contacts. Direct

The percentage of logged-on time that the user spent handling direct contacts.

•

•

Direct Incoming The percentage of logged-on time that the user spent Voice handling direct incoming calls.

•

Direct Internal Voice

The percentage of logged-on time that the user spent handling direct internal calls.

•

Direct Outgoing The percentage of logged-on time that the user spent E-mail handling direct outgoing e-mail messages.

•

Direct Outgoing The percentage of logged-on time that the user spent Voice handling direct outgoing calls.

•

Routed

The percentage of logged-on time that the user spent handling routed contacts.

•

•

Routed The percentage of logged-on time that the user spent Excluding Post- handling routed contacts, not including the time spent processing post-processing contacts. Category: Percentage Time Away

The percentage of logged-on time that the user spent in Away presence state.

•

•

Busy

The percentage of logged-on time that the user spent in Busy presence state.

•

•

Idle

The percentage of logged-on time that the user spent in Idle presence state.

•

•

Other

The percentage of logged-on time that the user spent in other handling states, for example, Dialing, Line Busy, or Line Queued.

•

Post-processing The percentage of logged-on time that the user spent in Post-processing handling state.

•

Table 11

76

User cumulative and historical statistics (User, Department, or Site)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Ringing

The percentage of logged-on time that the user’s extension was ringing with routed or direct calls (incoming) or listening to the ringing of a dialed extension (outgoing).

B W C T •

Category: Routed Contacts Consulted Voice The number of routed contacts that were consulted out by the user. If the user consulted out more than once during a single contact, the contact is counted only once. Deferred

The number of times the user deferred routed e-mail messages. If the user deferred the same e-mail message more than once, each time is counted.

Discarded

The number of routed e-mail messages that were discarded by the user (including those discarded in Silent Monitoring or Training Mode).

Externally Consulted E-mail

The number of times the user consulted an external party on a routed e-mail message. If the user consulted on the same e-mail message more than once, each time is counted.

Held

The number of routed calls and callbacks that the user placed on hold. If the user placed the same contact on hold more than once, the contact is counted only once.

Overflow Held

The number of calls or callbacks that the user placed on hold, where the user is not a member of the primary group configured to handle these contacts. If the user placed the same contact on hold more than once, the contact is counted only once.

Primary Held

The number of calls or callbacks that the user placed on hold, where the user is a member of the primary group configured to handle these contacts. If the user placed the same contact on hold more than once, the contact is counted only once.

Reached Maximum Offer Time

The number of calls and callbacks routed to the user that reached the Maximum Offer Time.

Requeued

The number of routed contacts that the user requeued. This value does not include e-mail messages that were requeued because of Silent Monitoring or Training Mode.

Terminated

The number of routed contacts that were handled by the user and completed without being transferred or requeued. This value includes e-mail messages that were replied to, discarded, silent monitored, or monitored in training mode.

Table 11

User cumulative and historical statistics (User, Department, or Site)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Transferred

The number of routed contacts that the user transferred directly without requeuing: • For voice and callback, this includes contacts that were picked from the user, camped on another extension, and parked. • For e-mail, this includes e-mail messages that were forwarded to another contact center user and transferred to a non-contact center user.

Undelivered

The number of routed calls that were assigned to the user but were not delivered to the user's extension.

Unhandled

The number of routed contacts that were offered to the user but not handled by the user.

B W C T

Category: Total Handling Time All

The amount of time that the user spent handling routed and direct contacts.

•

All Excluding The amount of time that the user spent handling routed Post-processing and direct contacts, not including the time spent postprocessing routed contacts.

•

Direct

The amount of time that the user spent handling direct contacts.

Direct Incoming The amount of time that the user spent handling direct Voice incoming calls. Direct Internal Voice

The amount of time that the user spent handling direct internal calls.

Direct Outgoing The amount of time that the user spent handling direct E-mail outgoing e-mail messages. Direct Outgoing The amount of time that the user spent handling direct Voice outgoing calls. Routed

The amount of time that the user spent handling routed contacts.

Routed The amount of time that the user spent handling routed Excluding Post- contacts, not including the time spent post-processing processing contacts. Category: Total Time Away

The amount of time that the user spent in Away presence state.

Busy

The amount of time that the user spent in Busy presence state.

Idle

The amount of time that the user spent in Idle presence state.

Table 11

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User cumulative and historical statistics (User, Department, or Site)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Logged On

The amount of time that the user spent logged on. This value represents the elapsed time, not the total time for all media types. For example, if the user was logged on to voice for 10 minutes and during this time the user was also logged on to e-mail for 5 minutes, then the total logged on time is 10 minutes, not 15 minutes.

Other

The amount of time that the user spent in other handling states, for example, Dialing, Line Busy, or Line Queued.

Pending

The amount of time the user spent in Pending handling state.

Ringing

The total amount of time that the user's extension was ringing for routed or direct contacts (incoming) or listening to the ringing of a dialed extension (outgoing).

Routed Consulted

The amount of time that the user spent consulting out on calls and callbacks.

Routed Held

The amount of time that the user spent in Holding handling state for routed calls and callbacks.

Routed Postprocessing

The amount of time that the user spent in Postprocessing handling state.

Routed Processing

The amount of time that the user spent in Processing handling state for routed e-mail messages and callbacks.

Routed Talked

The amount of time that the user spent in Talking handling state for routed calls and callbacks.

Table 11

B W C T

User cumulative and historical statistics (User, Department, or Site)

4.3.1.2 User historical statistics (User by Queue) This section describes the statistics that are available for display in user historical reports when the Report By option is set to User by Queue. For more information, see Section 2.4.4, “Report By options”, on page 22. NOTE: If the user who generates the report does not have permission to monitor specific queues, the statistics related to those queues will be aggregated and displayed in the report under “Other Queues”.

Column

Description

B W C T

Category: (none) Location

The geographical location associated with the user.

Name

The name of the user.

User ID

The ID associated with the user.

Table 12

User historical statistics (User by Queue)

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Statistics available in reports Cumulative and historical statistics

Column

Description

B W C T

Category: Average Handling Time Routed

The average amount of time that the user spent handling contacts that were routed to this queue.

•

Routed The average amount of time that the user spent handling Excluding Post- contacts that were routed to this queue, not including the processing time spent post-processing contacts. Category: Average Time Routed Consulted

The average amount of time that the user spent consulting out on calls or callbacks that were routed to this queue.

Routed Deferred

The average amount of time that e-mail messages routed to this queue were deferred by the user.

Routed Held

The average amount of time that the user spent holding calls and callbacks that were routed to this queue.

Routed Postprocessing

The average amount of time that the user spent in Postprocessing handling state for contacts in this queue.

•

Category: Routed Contacts Abandoned While Ringing

The number of calls and callbacks routed to this queue that were abandoned while being offered to the user.

Consulted

The number of routed contacts received in this queue that were consulted out by the user. If the user consulted out more than once during a single contact, the contact is counted only once.

Deferred

The number of times the user deferred e-mail messages that were routed to this queue. If the user deferred the same e-mail message more than once, each time is counted.

Handled

The number of contacts routed to this queue that were handled by the user.

Held

The number of calls and callbacks routed to this queue that the user placed on hold. If the user placed the same contact on hold more than once, the contact is counted only once.

Initiated

The number of contacts received in this queue that were initiated by the user.

Offered

The number of contacts routed to this queue that were offered to the user.

Reserved

The number of contacts received in this queue that were reserved for the user.

Table 12

80

•

•

•

User historical statistics (User by Queue)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Transferred

The number of contacts routed to this queue that the user transferred directly without requeuing: • For voice and callback, this includes contacts that were picked from the user, camped on another extension, and parked. • For e-mail, this includes e-mail messages that were forwarded to another contact center user and transferred to a non-contact center user

Undelivered

The number of calls routed to this queue that were assigned to the user but were not delivered to the user's extension.

Unhandled

The number of contacts routed to this queue that were offered to the user but not handled by the user.

Table 12

B W C T

User historical statistics (User by Queue)

4.3.2 Group cumulative and historical statistics This section describes the statistics that are available for display in group cumulative and historical reports. Column

Description

B W C T

Category: (none) Name

The group name.

Category: Consulted Contacts All

The number of contacts associated with this group that were consulted out by the first answering user. If the user consulted out more than once during a single contact, the contact is counted only once. This value includes consultations within the group and outside the group.

Overflow

The number of contacts associated with this group, which is not the primary group configured to handle these contacts, that were consulted out by the first answering user. If the user consulted out more than once during a single contact, the contact is counted only once. This value includes consultations within the group and outside the group.

Primary

The number of contacts associated with this group, which is the primary group configured to handle these contacts, that were consulted out by the first answering user. If the user consulted out more than once during a single contact, the contact is counted only once. This value includes consultations within the group and outside the group.

Category: Logged On Users Table 13

Group cumulative and historical statistics

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Statistics available in reports Cumulative and historical statistics

Column

Description

Average

The average number of users in this group who were logged on during this reporting interval.

Maximum

The maximum number of users in this group who were logged on during this reporting interval.

Minimum

The minimum number of users in this group who were logged on during this reporting interval.

B W C T

Category: Offered Contacts All

The number of contacts that were offered to this group.

Overflow

The number of contacts that were offered to this group, which is not the primary group configured to handle these contacts.

Primary

The number of contacts that were offered to this group, which is the primary group configured to handle these contacts.

Category: Received Contacts All

The number of contacts that were received by this group.

Offered Elsewhere

The number of routed contacts that were received in this group, which is the primary group configured to handle these contacts, but were offered to another group.

Overflow

The number of contacts that were received by this group, which is not the primary group configured to handle these contacts.

Primary

The number of contacts that were received by this group, which is the primary group configured to handle these contacts.

Category: Transferred Contacts All

Table 13

82

The number of contacts associated with this group that were transferred by the first answering user. This value includes transfers within the group and outside the group. Group cumulative and historical statistics

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Statistics available in reports Cumulative and historical statistics

Column

Description

Overflow

The number of contacts associated with this group, which is not the primary group configured to handle these contacts, that were transferred by the first answering user. This value includes transfers within the group and outside the group.

Primary

The number of contacts associated with this group, which is the primary group configured to handle these contacts, that were transferred by the first answering user. This value includes transfers within the group and outside the group.

B W C T

Category: Waiting Contacts Interval End

The number of contacts received and queued before the end of the interval that are still waiting to be routed to users in this group at the end of this reporting interval.

Interval Start

The number of contacts received and queued before the start of the interval that are still waiting to be routed to users in this group at the start of this reporting interval.

Table 13

Group cumulative and historical statistics

4.3.3 Contact historical statistics This section describes the statistics that are available for display in contact historical reports. NOTE: The statistics in this section do not apply to callbacks.

Column

Description

B W C T

Category: (none) Abandon Rate

The percentage of contacts that abandoned, out of all the contacts that were received.

Destination

The destination to which the contact was sent. To appear in this report, a destination must be specified as a monitored destination.

Queue Name

The name of the queue associated with the contact.

Source

The source where the contact was generated. To appear in this report, a source must be specified as a monitored source.

Category: Contacts Abandoned

The number of contacts from this source that were abandoned.

•

Answered

The number of contacts from this source that were answered.

•

Table 14

Contact historical statistics

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Statistics available in reports Cumulative and historical statistics

Column

Description

Auto-handled E-mail

The number of e-mail messages from this source that were replied to or discarded by the system directly, without any user or manager involvement.

Received

The number of contacts that were received by this source.

Redirected

The number of contacts from this source that were redirected.

Requeued

The number of contacts from this source that were requeued.

System Disconnected

The number of contacts from this source that were terminated by a workflow.

B W C T

•

Transferred Out The number of contacts from this source that were of Scope transferred out of scope, for example, to an unmonitored extension or external e-mail address. Category: Contact Time Average

The average amount of time required to handle a contact for this source. This includes, for example, waiting, connecting, talking, holding, post-processing.

•

Average The average amount of time required to handle a contact Excluding Post- for this source, not including the time spent in Postprocessing processing contact state. Average Postprocessing

The average amount of time a contact for this source spent in Post-processing contact state.

Average Waiting The average amount of time that a contact for this source waited in queue before it was answered, abandoned or redirected. This includes the systemsuspended time only if the Include system suspended contacts option in the Manager application is selected. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 19. Table 14

•

Contact historical statistics

4.3.4 Callback cumulative and historical statistics This section describes the statistics that are available for display in callback cumulative and historical reports. The availability of certain statistics depends on the setting of the Report By option that is selected when you create the report. For more information, see Section 2.4.4, “Report By options”, on page 22.

84

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Statistics available in reports Cumulative and historical statistics

4.3.4.1 Callback cumulative and historical statistics (Queue or Aggregate) This section describes the statistics that are available for display in callback cumulative and historical reports when the Report By option is set to Queue or Aggregate. For more information, see Section 2.4.4, “Report By options”, on page 22. Column

Description

B W C T

Category: (none) Callbacks

The number of new or requeued callbacks that were tried and attempted one or more times. A callback is either successful or unsuccessful.

Attempts

The number of callback attempts for this queue or aggregate.

•

•

Attempted More The number of callbacks for this queue or aggregate that Than Once were attempted more than once. Name

The name of the queue or aggregate.

Percentage Successful

The percentage of completed callbacks for this queue or aggregate that were successful.

•

Percentage Unsuccessful

The percentage of completed callbacks for this queue or aggregate that were unsuccessful.

•

Queued Before

The number of callbacks that were requeued to this queue or aggregate.

Successful

The number of callbacks for this queue or aggregate that were successful. A successful callback is one in which the offered user submits a “successful” attempt result.

Requeued Out

The number of callbacks that were requeued from this queue or aggregate.

Tries

The number of callback tries for this queue or aggregate. Note that if the user has just made an unsuccessful callback attempt and then selects the Retry Now option, the callback retry is included in the count for this statistic (even though the callback was not technically requeued).

•

•

•

•

Category: Contact Time Average

The average amount of time to complete callbacks for this queue or aggregate.

Average The average amount of time to complete callbacks for Excluding Post- this queue or aggregate, not including the time spent in processing Post-processing contact state. Average Postprocessing Table 15

The average amount of time that callbacks for this queue or aggregate spent in Post-processing contact state. Callback cumulative and historical statistics (Queue or Aggregate)

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Statistics available in reports Cumulative and historical statistics

Column

Description

B W C T

Category: Unsuccessful All

The number of callbacks for this queue or aggregate that were unsuccessful. An unsuccessful callback can be one that: • Was deleted by the offered user or manager. • Reached the maximum retry count with no successful attempt. • Was still waiting in queue when the schedule expired. • Timed out while waiting in queue. • Was requeued.

Deleted

The number of callbacks that were deleted by the offered user or manager while waiting in this queue or aggregate.

Expired

The number of callbacks for this queue or aggregate that were unsuccessful due to an expired callback schedule.

•

•

Reached The number of callbacks for this queue or aggregate that Maximum Retry reached the maximum number of retries. Timed Out

The number of callbacks for this queue or aggregate that were unsuccessful because they timed out in the queue (the last step in the queue was reached before a user was available).

Table 15

Callback cumulative and historical statistics (Queue or Aggregate)

4.3.4.2 Callback historical statistics (Result) This section describes the statistics that are available for display in callback historical reports when the Report By option is set to Result. For more information, see Section 2.4.4, “Report By options”, on page 22. Column

Description

B W C T

Category: (none) Attempts

The number of callback attempts for this result.

Origin

The origin of the callback.

Queue Name

The name of the queue associated with the callback.

Result

The result or final disposition of the callback, such as timed out, expired, successful, or unsuccessful.

Tries

The number of callback tries for this result. Note that if the user made an unsuccessful callback attempt and selected the Retry Now option, the retry is included in the count for this statistic (even though the callback was not technically requeued).

Table 16

86

Callback historical statistics (Result)

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Statistics available in reports Cumulative and historical statistics

Column

Description

B W C T

Category: Last Try Telephone Number

The telephone number that was last tried for the callback. Note that one contact can have more than one telephone number.

Time

The time that the callback associated with the last-tried telephone number was enqueued.

User Name

The last user that handled the callback. Note that this value is “system” if the system deleted the callback.

Table 16

Callback historical statistics (Result)

4.3.5 Queue cumulative and historical statistics This section describes the statistics that are available for display in queue cumulative and historical reports. The availability of certain statistics depends on the setting of the Report By option that is selected when you create the report. For more information, see Section 2.4.4, “Report By options”, on page 22.

4.3.5.1 Queue cumulative and historical statistics (Queue or Aggregate) This section describes the statistics that are available for display in queue cumulative and historical reports when the Report By option is set to Queue or Aggregate. For more information, see Section 2.4.4, “Report By options”, on page 22. NOTE: When you generate a report for an aggregate, the statistics reflect the combined values for all the queues in the aggregate.

Column

Description

B W C T

Category: (none) Abandon Rate

The percentage of contacts routed to this queue or aggregate that were abandoned before being answered.

•

•

Answer Rate

The percentage of contacts routed to this queue or aggregate that were answered.

•

•

Name

The name of the queue or aggregate.

Table 17

Queue cumulative and historical statistics (Queue or Aggregate)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Service Level

The percentage of contacts routed to this queue or aggregate that were answered within the site-defined or queue-defined service level as configured in the Manager application.

B W C T •

•

•

•

Category: Abandoned Contacts All

The number of contacts that were abandoned while waiting in this queue or aggregate, or while being offered to the user.

1 Interval

The percentage of abandoned contacts in this queue or aggregate that were abandoned within the first queue interval.

2 Interval

The percentage of abandoned contacts in this queue or aggregate that were abandoned within the second queue interval.

3 Interval

The percentage of abandoned contacts in this queue or aggregate that were abandoned within the third queue interval.

4 Interval

The percentage of abandoned contacts in this queue or aggregate that were abandoned within the fourth queue interval.

5 Interval

The percentage of abandoned contacts in this queue or aggregate that were abandoned within the fifth queue interval.

Category: Answered Contacts All

The number of contacts routed to this queue or aggregate that were answered.

Overflow

The number of contacts routed to this queue or aggregate that were answered by a user who is not a member of the primary group configured to handle these contacts.

Primary

The number of contacts routed to this queue or aggregate that were answered by a user who is a member of the primary group configured to handle these contacts.

1 Interval

The percentage of answered contacts routed to this queue or aggregate that were answered within the first queue interval.

2 Interval

The percentage of answered contacts routed to this queue or aggregate that were answered within the second queue interval.

3 Interval

The percentage of answered contacts routed to this queue or aggregate that were answered within the third queue interval.

4 Interval

The percentage of answered contacts routed to this queue or aggregate that were answered within the fourth queue interval.

Table 17

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•

Queue cumulative and historical statistics (Queue or Aggregate)

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Statistics available in reports Cumulative and historical statistics

Column

Description

5 Interval

The percentage of answered contacts routed to this queue or aggregate that were answered within the fifth queue interval.

B W C T

Category: Average Wait Time Abandoned

The average amount of time that contacts waited in this queue or aggregate before being abandoned.

All

The average amount of time that contacts waited in this queue or aggregate before being answered, abandoned, or redirected.

Answered

The average amount of time that contacts waited in this queue or aggregate before being answered.

Redirected

The average amount of time that contacts waited in this queue or aggregate before being redirected.

•

• •

•

• •

Category: Contact Time Average

The average amount of time to complete contacts routed to this queue or aggregate.

Average The average amount of time to complete contacts routed Excluding Post- to this queue or aggregate, not including the time spent processing post-processing. Average Postprocessing

The average amount of time that contacts routed to this queue or aggregate spent in Post-processing contact state.

Total

The amount of time to complete contacts routed to this queue or aggregate.

Total Excluding The amount of time to complete contacts routed to this Post-processing queue or aggregate, not including the time spent postprocessing. Total Postprocessing

The amount of time that contacts routed to this queue or aggregate spent in Post-processing contact state.

Category: Deferred Time Average

The average amount of time that e-mail messages routed to this queue or aggregate were deferred.

Total

The amount of time that e-mail messages routed to this queue or aggregate were deferred.

Category: Externally Consulted E-mail Time Average

The average amount of time that e-mail messages routed to this queue or aggregate were waiting for a reply from an externally consulted party.

Total

The amount of time that e-mail messages routed to this queue or aggregate were waiting for a reply from an externally consulted party.

Category: Maximum Wait Time Abandoned Table 17

The maximum amount of time that a contact waited in this queue or aggregate before being abandoned.

•

Queue cumulative and historical statistics (Queue or Aggregate)

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Statistics available in reports Cumulative and historical statistics

Column

Description

B W C T

All

The maximum amount of time that a contact waited in this queue or aggregate before being answered, abandoned, or redirected.

•

Answered

The maximum amount of time that a contact waited in this queue or aggregate before being answered.

•

Redirected

The maximum amount of time that a contact waited in this queue or aggregate before being redirected.

•

Category: Overflowed Contacts Average

The average number of times that contacts in this queue or aggregate overflowed. For example, five contacts were received in a queue. The first contact was answered in the first step (overflowed 0 times). The second and third contacts were answered in the second step (each overflowed once). The fourth and fifth contacts were answered in the third step (each overflowed twice). Therefore, the average overflow is 1.2 (6 overflow counts divided by 5 contacts).

Maximum

The maximum number of times that a contact in this queue or aggregate overflowed. Using the example in Average, the maximum number of times that a contact overflowed is 2.

Minimum

The minimum number of times that a contact in this queue or aggregate overflowed. Using the example in Average, the minimum number of times that a contact overflowed is 0.

Category: Queued Contacts Average

The average number of contacts that were waiting in this queue or aggregate.

•

Interval End

The number of contacts that were waiting in this queue or aggregate at the end of this reporting interval. Contacts that are being offered to a user are considered to still be waiting in the queue.

Interval Start

The number of contacts that were waiting in this queue or aggregate at the beginning of this reporting interval. Contacts that are being offered to a user are considered to still be waiting in the queue.

Maximum

The maximum number of contacts that were waiting in this queue or aggregate.

•

Minimum

The minimum number of contacts that were waiting in this queue or aggregate.

•

Category: Received Contacts All

The number of contacts that were received in this queue or aggregate.

Requeued

The number of contacts that were requeued to this queue or aggregate.

Table 17

90

•

•

Queue cumulative and historical statistics (Queue or Aggregate)

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Statistics available in reports Cumulative and historical statistics

Column

Description

B W C T

Category: Redirected Contacts Out of Scope

The number of contacts received in this queue or aggregate that were redirected out of scope. Some examples are: • Calls forwarded to or picked by an unmonitored extension. • E-mail messages forwarded to an external party before being assigned to or handled by a user.

Category: Transferred Contacts Out Of Scope

The number of contacts routed to this queue or aggregate that the user transferred out of scope, for example, to an unmonitored extension or external e-mail address.

Category: User Involvement Time Average

The average amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users.

Average The average amount of time that contacts associated Excluding Post- with this queue or aggregate spent directly involved with processing one or more users, not including the time spent postprocessing. Average Postprocessing

The average amount of time that contacts associated with this queue or aggregate spent in Post-processing contact state while being directly involved with one or more users.

Total

The amount of time that contacts associated with this queue or aggregate spent directly involved with one or more users.

Total Excluding The amount of time that contacts associated with this Post-processing queue or aggregate spent directly involved with one or more users, not including the time spent postprocessing. Total Postprocessing

Table 17

The amount of time that contacts associated with this queue or aggregate spent in Post-processing contact state while being directly involved with one or more users. Queue cumulative and historical statistics (Queue or Aggregate)

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Statistics available in reports Cumulative and historical statistics

4.3.5.2 Queue historical statistics (Queue by User) This section describes the statistics that are available for display in queue historical reports when the Report By option is Queue by User. For more information, see Section 2.4.4, “Report By options”, on page 22. NOTE: If the user who generates the report does not have permission to monitor specific users, the statistics related to those users will be aggregated and displayed in the report under “Other Users”.

Column

Description

B W C T

Category: (none) Name

The name of the queue.

Category: Average Time Consulted

The average amount of time that contacts in this queue were consulted out.

•

Deferred

The average amount of time that e-mail messages in this queue were deferred.

•

Held

The average amount of time that calls and callbacks in this queue were on hold.

•

Post-processing The average amount of time that contacts in this queue spent in Post-processing handing state. Waiting

The average amount of time that contacts in this queue waited before being answered, abandoned, or redirected.

•

Category: Contact Time Average

The average amount of time taken to complete contacts in this queue.

•

Average The average amount of time taken to complete contacts Excluding Post- in this queue, not including the time spent in Postprocessing processing handling state. Category: Contacts Abandoned

The number of contacts that were abandoned while waiting in this queue or aggregate, or while being offered to the user.

•

Answered

The number of contacts in this queue that were answered.

•

Table 18

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Queue historical statistics (Queue by User)

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Statistics available in reports Cumulative and historical statistics

Column

Description

Consulted

The number of contacts in this queue that were consulted out.

Deferred

The number of times that e-mail messages in this queue were deferred. If the same e-mail message was deferred more than once, each time is counted.

Held

The number of calls and callbacks in this queue that were placed on hold. If the same contact was placed on hold more than once, the contact is counted only once.

Received

The number of contacts in this queue that were received.

Redirected

The number of contacts in this queue that were redirected to other destinations, for example, another user extension, e-mail address, or IVR.

Reserved

The number of contacts in this queue that were reserved for a user. This value includes reserved contacts that expired before being answered.

Table 18

B W C T

•

Queue historical statistics (Queue by User)

4.3.6 Destination cumulative and historical statistics This section describes the statistics that are available for display in destination cumulative and historical reports. Column

Description

B W C T

Category: (none) Abandon Rate

The percentage of contacts received at this destination that were abandoned.

Name

The name of the destination.

Target

The destination to which the contacts were sent.

•

•

•

Category: Contacts Abandoned

The number of contacts received at this destination that were abandoned. This value is affected by the Consider finished in IVR as answered option. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 19.

•

Answered

The number of contacts received at this destination that were answered. This value is affected by the Consider finished in IVR as answered option. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 19.

•

Auto-handled E-mail

The number of e-mail messages received at this destination that were handled by the system without any user involvement.

Table 19

Destination cumulative and historical statistics

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Statistics available in reports Cumulative and historical statistics

Column

Description

Received

The number of contacts that were received at this destination.

Requeued

The number of contacts received at this destination that were requeued.

System Disconnected

The number of contacts received at this destination that were terminated by a workflow.

B W C T •

•

Category: Contact Time Average

The average amount of time taken to complete contacts received at this destination.

•

Average The average amount of time taken to complete contacts Excluding Post- received at this destination, not including the time spent processing post-processing. Average Postprocessing

The average amount of time that contacts received at this destination spent in Post-processing contact state.

Average Waiting The average amount of time that contacts received at this destination waited before being answered, abandoned, or redirected. This statistic is affected by the Include Time Before Enqueue option. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 19. Total

•

•

The amount of time to complete contacts received at this destination.

Total Excluding The amount of time to complete contacts received at this Post-processing destination, not including the time spent postprocessing. Total Postprocessing

The amount of time that contacts received at this destination spent in Post-processing contact state.

Category: Unhandled Contacts Interval End

The number of contacts received at this destination that were waiting in queue to be handled by a user at the end of the interval.

Interval Start

The number of contacts received at this destination that were waiting in queue to be handled by a user at the beginning of the interval.

Table 19

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Destination cumulative and historical statistics

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Statistics available in reports Cumulative and historical statistics

4.3.7 Wrap-up reason cumulative and historical statistics This section describes the statistics that are available for display in Wrap-up reason cumulative and historical reports. Using the Report By option, Wrap-up reason reports can be configured to report by User, Department, Site, Queue, or Aggregate. For more information, see Section 2.4.4, “Report By options”, on page 22. Column

Description

B W C T

Category: (none) Count

The number of contacts completed using the Wrap-up reason. Wrap-up reasons associated with e-mail messages that were discarded or callbacks that will be retried later are not included.

Location

The geographical location associated with the user. This statistic is available only if the Report By option is set to User.

Name

The name of the user, department, site, queue or aggregate, depending on the setting of the Report By option.

Reason

The Wrap-up reason.

User ID

The ID associated with the user. This statistic is available only if the Report By option is set to User.

Table 20

Wrap-up reason cumulative and historical statistics

4.3.8 Routing state reason cumulative and historical statistics This section describes the statistics that are available for display in routing state reason cumulative and historical reports. Using the Report By option, routing state reason reports can be configured to report by User, Department, or Site. For more information, see Section 2.4.4, “Report By options”, on page 22. Column

Description

B W C T

Category: (none) Location

The geographical location associated with the user. This statistic is available only if the Report By option is set to User.

Name

The name of the user, department, or site, depending on the setting of the Report By option.

Reason

The Routing State reason and associated routing state.

Table 21

Routing State Reason cumulative and historical statistics

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Statistics available in reports Cumulative and historical statistics

Column

Description

User ID

The ID associated with the user. This statistic is available only if the Report By option is set to User.

B W C T

Category: Presence State Average Time

The average amount of time spent in the presence state while the reason was selected.

Count

The number of times that the presence state occurred while the reason was selected.

State

The presence state.

Total Time

The amount of time spent in the presence state while the reason was selected.

Category: Routing State Average Time

The average amount of time spent in Unavailable or Work routing state for the selected reason.

Count

The number of times the Unavailable or Work reason was selected.

Total Time

The amount of time spent in Unavailable or Work routing state for the selected reason.

Table 21

Routing State Reason cumulative and historical statistics

4.3.9 Post-processing reason cumulative and historical statistics This section describes the statistics that are available for display in Postprocessing reason cumulative and historical reports. Using the Report By option, Post-processing reason reports can be configured to report by User, Department, or Site. For more information, see Section 2.4.4, “Report By options”, on page 22. Column

Description

B W C T

Category: (none) Average Time

The average amount of time spent in Post-processing handling state for the selected reason.

Count

The number of times that the Post-processing reason was selected.

Location

The geographical location associated with the user. This statistic is available only if the Report By option is set to User.

Name

The name of the user, department, or site, depending on the setting of the Report By option.

Table 22

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Post-processing reason cumulative and historical statistics

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Statistics available in reports Statistics available in activity reports

Column

Description

Reason

The Post-processing reason.

Total Time

The amount of time spent in Post-processing handling state for the selected reason.

User ID

The ID associated with the user. This statistic is available only if the Report By option is set to User.

Table 22

B W C T

Post-processing reason cumulative and historical statistics

4.4 Statistics available in activity reports This section describes the statistics that can appear in user activity reports, source activity reports, and scheduled callback lists.

4.4.1 User activity statistics This section describes the statistics that can appear in user activity reports. NOTE: All user activities are reported on, including contacts that are handled at the same time. For example, if a user handles a routed call that is transferred to the user’s extension while the user is handling a routed e-mail message, then both activities are reported on.

Activity

Description

Answered Contact

The time the user answered a contact. • For voice, the time the user answered a call. • For callback, the time the user accepted an offered callback. • For e-mail, the time an e-mail message was accepted.

Camped Contact

The time the user camped a call or callback on another user extension. If available, the user whose extension the call was camped on is shown.

Canceled Direct E-mail The time the user canceled a direct outgoing e-mail message. Completed Contact

The time the user disconnected from a contact, or finished postprocessing a contact, if applicable.

Consulted by User

The time the user was consulted by another user.

Consulted E-mail Recalled from User

The time an externally consulted e-mail message was recalled from the user (and requeued) because the maximum consult time was reached.

Contact Abandoned by The time a contact was abandoned while being offered to the Caller user. Table 23

User activity statistics

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Statistics available in reports Statistics available in activity reports

Activity

Description

Contact Assigned to User but Undelivered

The time a call was assigned to a user but could not be delivered to the user's extension.

Contact Forwarded from User

The time a call or callback was forwarded from this user extension to another party.

Contact Offered to User The time a contact was offered to the user. Contact type, source, destination and queue name (if a routed contact) are shown. Contact Picked from User

The time a call or callback was picked from this user extension. If available, the user who picked the contact is shown.

Contact Transferred to User

The time a contact was transferred to the user. This includes consultation activity, where the consulting user transferred the contact within the amount of time configured in the Consider consultation after option in the Manager application.

Deferred E-mail Recalled from User

The time a deferred e-mail message was recalled from the user (and requeued) because the maximum defer time was reached.

Deleted Callback

The time the user deleted an offered callback. The Delete reason is shown.

Discarded E-mail

The time the user discarded an e-mail message. The Discard reason is shown.

Disconnected Contact

The time the user disconnected from a contact. • For voice, this is when a call was disconnected. • For callback, this is when a callback was deleted, or when a retry option was submitted. • For e-mail, this is when a reply was sent, or the message was discarded or deferred.

First Conferenced on Contact

The time the user was involved in the first conference of a contact.

First Deferred E-mail

The time the user first deferred an e-mail message.

First Consulted on E-mail

The time the user first externally consulted on an e-mail message.

First Held Contact

The time the user first placed a call or callback on hold.

Ignored Callback

The time an offered callback expired because it was not accepted within the allowed time limit.

Initiated Contact

The time the user initiated a contact: • For voice, this is the time that a user dialed. • For e-mail, this is the time that a user composed a new direct outgoing e-mail message. The destination e-mail address is shown.

Logged Off

The time the user logged off. The media type the user logged off from is shown.

Logged On

The time the user logged on. The media type the user logged on to is shown.

Parked Contact

The time the user parked a call.

Picked Contact

The time the user picked a call or callback. If available, the user who the contact was picked from is shown.

Table 23

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Statistics available in reports Statistics available in activity reports

Activity

Description

Replied to E-mail

The time the user sent a reply to an e-mail message.

Requeued Contact

The time the user requeued a contact.

Resumed First Consulted E-mail

The time the user resumed the first externally consulted e-mail message.

Resumed First Deferred E-mail

The time the user resumed the first deferred e-mail message.

Selected Available

The time the user selected Available routing state.

Selected Postprocessing

The time the user started post-processing a contact. The Postprocessing reason is shown.

Selected Unavailable

The time the user selected Unavailable routing state. If available, the Unavailable reason is shown.

Selected Work

The time the user selected Work routing state. If available, the Work reason is shown.

Sent Direct E-mail

The time a direct outgoing e-mail message was sent by this user.

Submitted Wrap-Up Reason

The time the user submitted a Wrap-up reason. The Wrap-up reason is shown.

Transferred Contact

The time the user transferred a contact to another party.

Table 23

User activity statistics

4.4.2 Source activity statistics This section describes the statistics that can appear in source activity reports. Activity

Description

Contact Abandoned

The time a contact was abandoned in a queue.

Contact Abandoned While Ringing

The time a contact was abandoned by a user. The name of the user who abandoned the contact is shown.

Contact Answered

The time a contact was answered by a user.

Contact Arrived

The time a contact arrived in the system. Contact destination, source, and media type are shown.

Contact Assigned

The time a contact was assigned to a user. • For voice, this is when a call started ringing at a user extension. • For e-mail, this is when an e-mail message was displayed.

Contact Camped

The time a call or callback was camped on another extension. The user whose extension the call was camped on is shown.

Contact Conferenced

The time a conference started.

Contact Consulted

The time a call or callback was consulted. The consulted user is shown.

Table 24

Source activity statistics

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Statistics available in reports Statistics available in activity reports

Activity

Description

Contact Disconnected

The time a contact was disconnected. The user who disconnected the contact is shown.

Contact Disconnected by System

The time the system disconnected a contact.

Contact First Held

The time a user first placed a call or callback on hold.

Contact Forwarded

The time a call or callback was forwarded. The user who forwarded the call is shown.

Contact Parked

The time a call or callback was parked at another extension. The user who parked the call is shown.

Contact Picked

The time a call or callback was picked by a user. The user who picked the call is shown.

Contact Queued

The time a contact was queued. The queue name is shown.

Contact Requeued

The time a contact was requeued.

Contact Transferred

The time a contact was transferred to another user or external party.

E-mail Auto-replied

The time the system replied to an e-mail message.

E-mail Discarded

The time an e-mail message was discarded by a user. The Discard reason is shown.

E-mail Discarded by Manager

The time an e-mail message was discarded by a manager using a contact report. The Discard reason is shown.

E-mail Discarded by System

The time the system discarded an e-mail message. The Discard reason is shown.

E-mail First Deferred

The time a user first deferred an e-mail message.

E-mail Replied

The time an e-mail message was replied to by a user.

Table 24

Source activity statistics

4.4.3 Scheduled Callback List statistics This section describes the statistics that can appear in scheduled callback lists. Column

Description

Customer Name

The name of the customer to be called back.

Description

The description of the callback.

First Schedule Start

The date and time of the first entry in the callback schedule.

Origin

The origin of the callback.

Priority

The priority of the callback.

Queue Name

The queue associated with the callback.

Telephone Number

The telephone number to be called.

Table 25

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Scheduled Callback List statistics

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Report reconciliation General issues

5 Report reconciliation This chapter provides information to help you reconcile the values shown in reports and understand what might be regarded as discrepancies.

5.1 General issues This section describes some general issues to keep in mind when you design, run, and interpret reports.

5.1.1 Group real-time reports A group will be excluded from a group real-time report if the following occurs: •

There is no activity for the group.

•

There are no users logged on who belong to the group.

5.1.2 Conferencing statistics Detailed statistics on conferencing are not available. However, conference calls always begin with a consultation, so the conferenced count will be a subset of the consulted count.

5.1.3 Deleted resources If you delete a resource, you can no longer report on that resource.

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5.2 Calculation issues This section discusses certain calculation issues that have an impact on report reconciliation.

5.2.1 Weighted averages By default, the OpenScape Contact Center system uses a weighted average when calculating statistical averages in cumulative and historical reports, and a simple average when calculating statistical summaries in queue real-time reports and aggregate statistics. NOTE: You can also choose to use weighted averages in queue real-time reports. For more information, see Section 2.4.2.8, “Queue Real-time Report”, on page 22. A weighted average takes into account the proportional relevance of each component, rather than treating each component equally. For example, consider the following data used in calculating the average wait time for two queues. Queue

Total contacts received

Total wait time

Sales

200

400 min.

Support

50

600 min.

Average wait times for the individual queues would be calculated as: Sales – 400 min./200 contacts = 2 min. per contact Support – 600 min./50 contacts = 12 min. per contact However, in calculating totals in a report including both queues or for an aggregate containing those queues, average wait time would not be simply the average of the two average wait time values ((2 min. per contact + 12 min. per contact)/2 = 7 min. per contact). Instead, the average would be calculated using all the raw data for the two queues (1000 min./250 contacts = 4 min. per contact). NOTE: This principle applies not only to aggregates as collections of queues, but also to all other collections defined by the OpenScape Contact Center system— for example, collections of resources, departments, and sites. The current average wait time for a particular queue is also calculated using a weighting mechanism in a queue real-time report. The only difference is that the last 24 contacts that waited in the queue are used in calculating this average, giving the most recent contacts a heavier weighting in the calculation.

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Report reconciliation Calculation issues

If you select the "Use weighted averages" option for queue real-time reports in the Manager application, you can use a weighted average to calculate the summaries in queue real-time reports and real-time aggregate statistics as an alternative to using simple averages. For example, suppose you have the following values in a queue real-time report: Queue

Contacts Received

Service Level – Shift

Sales

10

90

Support

5

50

Table 26

Sample data for calculating average service level

The simple average for the Service Level – Shift statistic for the two queues would be calculated as follows: (90 + 50) / 2 = 70% The weighted average for the Service Level – Shift statistic for the two queues would be calculated as follows: [(10*90) + (5*50)] / 15 = 77% NOTE: Even when the Use weighted averages option is enabled, if there are no contacts in queue, a simple average is used to calculate summaries in real-time reports and real-time aggregate statistics.

5.2.2 Reporting by aggregate When you select to report by aggregate, certain performance statistics (such as Answer Rate, Abandon Rate, and Service Level) are calculated differently in realtime reports than they are in cumulative and historical reports. In real-time reports, the values are calculated by default as a simple average of all queues in the aggregate. In cumulative and historical reports, the values are calculated by default as a weighted average based on the actual activity in the queues. For example, consider an aggregate of the three queues shown in the following table. Queue

Contacts

Contacts answered

Answer rate (%)

Skates

0

0

100

Skis

10

9

90

Hiking boots

10

8

80

Table 27

Sample data for calculating average answer rate

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In a real-time report, the answer rate for the aggregate is reported simply as the average of the three values, which is 90%. However, in cumulative and historical reports, the answer rate for the aggregate is calculated as the number of contacts answered divided by the total number of contacts for the aggregate, or 17/20, which is 85%. The user has the option to use a weighted average to calculate real-time aggregate statistics. If this option is selected, the answer rate for the aggregate is calculated by adding the answer rate for each queue multiplied by the number of contacts in each queue, divided by the total number of contacts for the aggregate, or [(100*0) + (90*10) + (80*10)] / 20 = 85%.

5.3 Report intervals and time-based statistics The following sections provide details on when statistics for contacts become available, particularly with regard to how this impacts statistics within individual report intervals.

5.3.1 Different totals in historical reports with different specified intervals Depending on the interval specified, totals in historical reports are generated as follows: •

Historical reports with no interval, 15-minute intervals, or hourly Intervals, are generated from the fifteen-minute tables.

•

Historical reports with daily intervals are generated from the daily rolled up tables.

•

Historical reports with weekly intervals are generated from the weekly rolled up tables.

•

Historical reports with monthly intervals are generated from the monthly rolled up tables.

Rollup tables have different retention periods, which differ according to the valid intervals offered for a report with a given range. Therefore, the totals in reports with different specified intervals or with no specified interval can differ. For more information on retention periods, see the Manager Help.

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Report reconciliation Report intervals and time-based statistics

5.3.2 Interval boundaries and contact statistics For shorter report intervals, such as 15-minute or hourly intervals, it is not uncommon for a contact received or offered in one interval to be still in progress when that interval or subsequent intervals expire. Final disposition statistics for a contact are not available to reports until the contact completes. Therefore, for a contact received or offered in one interval, a corresponding final disposition such as handled or abandoned may be shown in a later interval if the lifetime of the contact crossed one or more report intervals.

5.3.3 Wait time not available for contacts active in interval Wait time statistics in historical and cumulative reports include items such as average, maximum, and minimum wait times for the various contact dispositions (for example, answered, abandoned, and redirected). Other statistics (for example, service level) are based, directly or indirectly, on wait time data. Because the disposition of a contact may not be known until the contact completes, the associated wait time statistics (for example, redirected wait time) for contacts that are in progress are not shown in reports for intervals in which the contact is still active when the interval ends. If a contact is in progress when a report interval expires, the wait time statistics for that contact or the statistics derived from wait time are not included for that interval. NOTE: For a more general description of issues relating to contacts whose lifetime crosses interval boundaries, see Section 5.3.2, “Interval boundaries and contact statistics”, on page 105. As well, there are a number of settings and options in the Manager application that affect how wait time statistics are gathered and calculated, and how wait time statistics are used in other calculations. For details, see Section 2.4.2.2, “Wait Time”, on page 20.

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5.3.4 Timing of contacts offered in user reports For a given interval in a user report, the number of contacts offered may not equal the sum of processing/final disposition statistics. The general rule is: Offered + Initiated = Handled + Abandoned + Routed Unhandled For example, if a contact offered in one interval is not fully resolved until a later interval, an interval may show one contact for offered but zero for handled, abandoned, or routed unhandled. The next interval may show one contact for handled but zero for offered.

5.3.5 Timing of contacts received in queue reports For a given interval in a queue or destination report, the number of contacts received may not equal the sum of processing/final disposition statistics. The general rule is: Received = Answered + Abandoned + Redirected However, a contact received in one interval may not be fully resolved until a later interval. For example, an interval might show one contact received but zero for answered, abandoned, or redirected. The next interval might show one contact answered but zero for received.

5.3.6 Number of contacts received vs. offered in queue reports The number of contacts received by a queue for a given interval may not equal the number of contacts offered to users within that same interval. For example, consider the following table. Example Contact Flow

Number of Contacts Received In Queue

Number of Contacts Offered to Users

The contact is received in queue and offered to user A.

1

1

Then, user A transfers the contact to user B.

0

1

Total

1

2

Table 28

Reconciling offered and received contacts

In this case, a contact that is transferred from one user to another is counted as one contact received in queue, but as two contacts offered to users.

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Report reconciliation Other issues

5.3.7 Changing from a monitored IVR to an unmonitored IVR When an IVR is unmonitored, OpenScape Contact Center starts tracking a call when the IVR application calls the QueryCallInfo IVR API. As such, the call length within OpenScape Contact Center will be shorter than the actual call length, if the time in the IVR is considered part of the statistical calculations. So if you change from a monitored to an unmonitored IVR platform, you might experience a difference in call length and other time-related statistics.

5.4 Other issues The following sections discuss various other issues that can have an impact on statistics and reports.

5.4.1 Contacts not tracked in real-time reports For the purposes of contact real-time reports, when a contact is routed to a user extension, the OpenScape Contact Center system can track the subsequent contact disposition under the following circumstances: •

The assigned user answers the contact.

•

The caller abandons the contact.

•

The OpenScape Contact Center Ring No Answer feature transfers the contact back to the queue.

In other cases, the OpenScape Contact Center system cannot track the disposition of the contact, and the contact continues to appear as unanswered for 10 minutes. For example, a contact ringing at the assigned user extension might be redirected (pick scenario or RNA transfer to an unmonitored resource).

5.4.2 Consideration of Retry Now callbacks If a user accepts a callback offer and then disconnects while the contact is ringing, the user has the option of using the Retry now option to retry the callback immediately. If this attempt is successful and the customer answers the callback attempt, the queue real-time report shows one additional contact received and one additional contact answered. The queue cumulative report shows two additional contacts received and two additional contacts answered. From a reporting perspective, every callback try is a new contact. The only exception to this is the immediate Retry Now scenario, which is treated as the same contact with regard to the queue real-time statistics. A31003-S2281-M102-1-76A9, March 2011 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide

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5.4.3 Monitored extensions that become involved in more than one call One of the principles of OpenScape Contact Center is that an OpenScape Contact Center monitored extension can be involved in only one OpenScape Contact Center call. If an OpenScape Contact Center monitored extension somehow becomes involved in more than one OpenScape Contact Center call, then only one of the calls will be cleaned up on completion. The other calls are eventually cleaned up after several hours, resulting in reporting issues. An example of an extension that becomes involved in multiple calls is when an OpenScape Contact Center user on a monitored extension calls an unmonitored party, and this unmonitored party subsequently transfers the call to another monitored extension within the OpenScape Contact Center system. In this case, the unmonitored party interrupts the event flow. The system requires an uninterrupted event flow to properly track and clean up a call.

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Terminology User states

6 Terminology This chapter provides detailed definitions of user states, contacts states, and other reporting terms commonly referenced in Chapter 4, “Statistics available in reports”.

6.1 User states There are three types of user states: Handling state

The state of the user while handling a contact. • For voice, this can be Consulting, Dialing, Holding, Line Busy, Line Queued, Pending, Post-processing, Ringing, or Talking. • For callback, this can be Consulting, Dialing, Holding, Ringing, Pending, Post-processing, Processing, or Talking. • For e-mail, this can be Pending, Post-processing, or Processing.

Presence state

The presence state of the user derived from OpenScape Contact Center information, such as the user’s routing state, and the current contact handling activity. Possible states are Active, Away, Busy, Idle, and Logged Off.

Routing state

The willingness or ability of a user to receive routed contacts. Possible states are Available, Logged Off, Unavailable, and Work.

6.1.1 Handling states The user handling states are described as follows: Consulting

The user is consulting with another party.

Dialing

The user is dialing from an extension.

Holding

The user is handling a call or callback and has placed the call on hold.

Line Busy

The user's extension is busy.

Line Queued

The user's call is queued on another extension (for example, camped on or parked).

Pending

Indicates one of the following: • For voice, the user has been offered a call but the extension is not ringing yet. • For callback, the user has been offered a callback but has not accepted or deleted the callback yet, and the Maximum Offer Time has not been reached. • For e-mail, the user has been assigned an e-mail message but it has not been accepted yet.

Post-processing

The user is performing tasks related to a routed contact after it has been disconnected, for example, making notes or sending follow-up information.

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Terminology User states

Processing

Indicates one of the following: • For callback: – If the user has the “preview callback” permission, the user is previewing a routed callback offer, but has not yet dialed the telephone number. – If the user does not have the “preview callback” permission, the routed callback has been accepted by the system and the user is reviewing the callback data before dialing the telephone number. • For e-mail, the user is handling a routed e-mail message, or has resumed handling a deferred or externally consulted e-mail message.

Ringing

The user’s extension is ringing with a call.

Talking

The user is talking or conferencing on a call or callback.

Unknown

The user’s handling state is unknown.

6.1.2 Presence states The user presence states are described as follows: Active

The user is handling one or more contacts.

Away

The user has no active contacts and the user’s routing state is Unavailable.

Busy

The user has no active contacts and the user’s routing state is Work.

Idle

The user has no active contacts and the user’s routing state is Available.

Logged Off

The user is not logged on to any of the media types.

6.1.3 Routing states The user routing states are described as follows:

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Available

The user is willing and able to receive new routed contacts.

Logged Off

The user is not logged on to any of the media types.

Unavailable

The user is unwilling or unable to receive new routed contacts. The user typically selects this state when having lunch or taking a break.

Work

The user is unwilling or unable to receive new routed contacts. The user typically selects this state when performing a work-related task, such as attending a meeting or a training session.

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Terminology Contact types

6.2 Contact types The different contact types are described as follows: Direct contact

A contact that is generated by directly contacting another party, without the intervention of any routing or processing system. There are four types of direct contacts: • Direct Incoming Voice – A direct call where the calling party is external to the communication platform. • Direct Internal Voice – A direct call where both the calling and called parties are internal to the communication platform. • Direct Outgoing E-mail – A direct e-mail message that is composed and sent externally by a contact center user. • Direct Outgoing Voice – A direct call where the called party is external to the communication platform.

Routed contact

A contact that was processed by the Routing Server, Call Director or an IVR before it was assigned to a user. There are four types of routed contacts – one for each media type: • Routed Voice • Routed E-mail • Routed Callback

NOTE: If the T-Server cannot determine whether a call is direct or routed, the contact type will be Unknown Voice. This can occur if the T-Server is restarted while a user is connected to a call.

6.3 Contact states The various contact states are described as follows: Classification

The contact is being processed by the system.

Deferred

The e-mail message has been deferred by the user.

Externally Consulted

The user consulted externally about the e-mail message, perhaps with a subject matter expert.

IVR Suspended

The contact is waiting in the queue, but the routing process has been suspended due to a request from the IVR application.

Media Suspended The contact is waiting in the queue, but the routing process has been suspended due to a system-related reason. For example, the contact center is closed or the related OpenScape Contact Center server (such as the T-Server) is down. Note that media-suspended contacts are always included in contact real-time reports, regardless of whether the Include system suspended contacts option is selected. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 19.

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Terminology Other contact-related terms

Pending

Indicates one of the following: • For voice, the call has been offered to a user but the extension is not ringing yet. • For callback, the callback has been offered to a user but has not been accepted or deleted yet, nor has the maximum offer time been reached. • For e-mail, the e-mail message has been assigned to a user but has not been accepted yet.

Post-processing

All users involved in the contact have disconnected from the contact and are in Post-processing handling state.

Queued

The contact is waiting in the queue for a user who is eligible to handle this contact to become available.

Reserved

The contact is waiting in the queue for a specified user.

Scheduled

The callback was routed to a user and the customer was called, but the callback was unsuccessful and is scheduled for another try.

Unanswered

The contact was assigned to a user but the user did not answer the contact within the pending time threshold, and the contact is still pending for that user.

User Interaction

For user reports, the contact is or was handled by a user: • For voice, the call was answered by the user. • For callback, the callback offer was accepted by the user. For e-mail, the message was routed successfully to the user. Direct outgoing e-mail messages are considered in User Interaction state as soon as the user composes the e-mail message. This definition should be contrasted with Answered, defined in Section 6.4, “Other contact-related terms”, on page 112. As an example of the difference between the two definitions, consider a call that is transferred to voice mail during processing in a routing strategy flow. Although the call would appear in a queue report as Answered, it would not appear in a user report at all, because there was no user interaction.

6.4 Other contact-related terms The following contact-related terms are also commonly referenced in Chapter 4: Abandoned

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The contact was disconnected before being addressed by the system or a user. In particular: • For voice, the caller disconnected before the call was answered by a user or the system (for example, while the call was waiting in the queue or ringing at a user’s extension). If the system has Call Director or an IVR as a front end, this value is affected by the Consider finished in IVR as answered option. For more information, see Section 2.4.2, “Statistics and Reporting options”, on page 19. • For callback, the callback timed out while waiting in the queue or the current callback schedule expired. • For e-mail, the e-mail message timed out while waiting in the queue.

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Terminology Other contact-related terms

Answered

The contact was answered by a user or processed by the system in a way that is equivalent to being answered by a user. • For voice, the call was answered by a user or was processed by a workflow (through the Disconnect component). • For callback, the callback offer was accepted or deleted by a user, or the callback was deleted by a manager while it was waiting in a queue. • For e-mail, the e-mail message was routed successfully to a user, or was discarded by the system or by a manager. This term is used predominantly in non-user reports and should be contrasted with User Interaction, which is defined in Section 6.3, “Contact states”, on page 111.

Callback Attempt

A callback attempt is the transaction of dialing the customer number. It starts when the number is dialed and continues until the user disconnects and provides the attempt result (for example, successful). A callback attempt is part of a callback try.

Callback Try

A callback try is the transaction of enqueuing a callback, offering the callback to an eligible user, and then calling the customer.

Consulted

The contact was consulted out by the user for an amount of time that exceeded the Consider consultation after option configured in the Manager application. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 19. Calls and callbacks in which conferencing occurred are included.

Contact Time

The amount of time required to complete a contact. The contact time starts the moment the system is aware of the contact and ends when the contact is terminated. • For voice, the call is terminated when, for example, the call is abandoned, the call is transferred out of scope, or the last involved user disconnects. • For callback, the callback is terminated when the callback schedule expires, the callback reaches the maximum number of retries, the callback is deleted, the callback times out, or the last callback attempt has been post-processed. • For e-mail, the message is terminated when it is discarded, transferred to an external party, or replied to. The time spent in Deferred and Externally Consulted contact state is included. The contact time includes system-suspended time only if the Include system suspended contacts option in the Manager application is selected. For details, see Section 2.4.2, “Statistics and Reporting options”, on page 19.

Destination

The destination to which a contact was sent. • For voice, this is the telephone number that the customer dialed. Depending on the configuration of the communication platform, this can be the actual number that the customer dialed or an internal pilot number that is mapped by the communication platform. • For callback, this is the telephone number that the originating user dialed to call the customer back. • For e-mail, this is the e-mail address to which the customer sent the e-mail message.

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Terminology Other contact-related terms

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Offered

The contact was offered to a user (for example, the contact was routed to the user by the system, consulted to the user, transferred to the user, forwarded to the user, picked by the user, camped on the user’s extension, or parked ).

Queued

The contact is waiting in a queue, for example, is in Queued, Pending, Reserved, Media suspended, or IVR suspended state. The states that a contact can be in to be considered in queue is also affected by the Include ringing and unanswered contacts setting in the Manager application. For details, see Section 2.4.2.8, “Queue Real-time Report”, on page 22.

Redirected

The contact left a queue without being answered or abandoned. Contacts that are requeued before being answered or handled by a user are also counted as redirected. For the purposes of queue real-time reports, reserved contacts and contacts that have been dequeued or timed out are displayed as redirected.

Requeued

The contact was sent back to the same queue or to a different queue for a number of reasons, for example, it was not answered within the allowable time.

Source

The source where the contact was generated. • For voice, this is the customer telephone number, which is available only if ANI is enabled on the communication platform. • For callback, this is the extension of the user who accepted the callback. • For e-mail, this is the customer e-mail address.

Undelivered

The call was assigned to a user but could not be delivered to the user (that is, the user’s extension did not ring).

Unhandled

The contact was not handled by a user, for example: • A routed call that was forwarded while ringing at the user’s extension. • A routed call for which the caller disconnected after being transferred to the user’s extension but before the user answered. • A routed call that was picked from the user’s extension. • A routed call that was consulted out but then reconnected to the caller before the consulted user answered. • A callback that was offered to the user but timed out because it were neither accepted nor deleted by the user within the required time.

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Terminology Time-related terms

6.5 Time-related terms The following time-related terms are commonly referenced in Chapter 4: Handling Time

The amount of time that the user spends handling contacts. • For voice, the time begins when the user answers the call. • For callback, the time begins when the user accepts the offered callback. • For e-mail, the time begins when the e-mail message is accepted, or when the user resumes a deferred or externally consulted e-mail message. This value does not include the time that the e-mail message is in Deferred or Externally Consulted state. The time ends when the contact is complete, including postprocessing, if applicable.

Wait Time

The amount of time that the contact has been waiting in the OpenScape Contact Center system: • For voice, this is the amount of time before the call is answered by a user, abandoned by the caller, or redirected. • For callback, this is the amount of time before the callback is answered by a user, or the callback schedule expires. • For e-mail, this is the amount of time before the e-mail message is answered by a user, or times out while in the queue. Wait time can start when a contact is enqueued or when the contact arrives at the first monitored resource. For more information, see Section 2.4.2.2, “Wait Time”, on page 20.

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Terminology Time-related terms

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Reporting data calculations ContactTypes

A Reporting data calculations This appendix provides the underlying calculations for statistics that can appear in reports and in monitoring views. The calculations are used primarily by technicians when investigating a problem.

A.1 ContactTypes The ContactTypes in the system are listed in the following table. Value

ContactType

Description

0

NONE

No ContactType

1

ROUTED_VOICE

Routed call

2

DIRECT_INCOMING_VOICE

Direct incoming call

3

DIRECT_OUTGOING_VOICE

Direct outgoing call

4

DIRECT_INTERNAL_VOICE

Direct internal call

5

ROUTED_CALLBACK

Routed callback

6

ROUTED_EMAIL

Routed e-mail message

7

DIRECT_OUTGOING_EMAIL

Direct outgoing e-mail message

9

UNKNOWN_VOICE

Unknown call (direct or routed)

Table 29

ContactTypes

A.2 TermTypes TermTypes (termination types) show how a user ended a contact. The TermTypes in the system are listed in the following table. Value

TermType

Value

TermType

0

NOTERMTYPE

25

FWDTOPOOL

1

ABANDONEDINQUEUE

26

SCHEDULECALLBACK

2

ABANDONEDINIVRQUEUE

27

RESOLVED

3

ABANDONEDWHILERINGING

28

ACCEPTEDBUT UNSUCCESSFUL

4

ABANDONEDWHILEIVRRINGING 29

LOGOFF

5

DISCONNECTONCONSULTHOLD 30

RINGNOANSWERFORWARD

6

DISCONNECTWHILEPARKED

31

AGENTREPLIED

7

REQUEUED

32

AUTORESPONDED

8

N/A

33

DEFERTAKEBACK

Table 30

Termination types

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Reporting data calculations JoinTypes

Value

TermType

Value

TermType

9

TRANSFERRREDOUTOFSCOPE

34

SYSTEMDISCARDED

10

TIMEDOUT

35

ABANDONEDINQUEUE DETERMINATION

11

DISCONNECTONHOLD

36

EMAILEXTERNALTRANSFER

12

FORWARDEDFROM

37

EMAILEXTERNAL CONSULTTAKEBACK

13

TRANSFER

38

TRANSITNUMBERTIMEOUT

14

TRANSFERTOUNMONEX

39

AGENTDELETED

15

RECALLEDFORWARD

40

MANAGERDELETED

16

PICKEDFROM

41

AGENTDISCARDED

17

PARKED

42

MANAGERDISCARDED

18

DISCONNECTED

43

CANCELLEDEMAIL

19

NEGLECTFORWARD

44

IVRDELETED

20

FORWARDEDALWAYS

45

REDIRECTEDOUTOFSCOPE

21

CAMPED_ON

46

AGENTDECLINED

22

ANSWERED

47

SESSIONTIMEDOUT

23

FWDTOAGENT

-1

CLEANUPTERMINATION

24

FWDTOCALLTYPE

-2

ABNORMALTERMINATION

Table 30

Termination types

A.3 JoinTypes JoinTypes show how a user became involved in a contact. The JoinTypes in the system are described in the following table. Value

JoinType

Description

0

NOJOINTYPE

The contact was associated with the user, but a join type has not yet been determined.

1

INITIATED

The user initiated the contact.

2

ASSIGNED

The contact was assigned to the user by the Routing Server.

3

CONSULT

The contact was associated with the user via a consultation from another user.

4

TRANSFER

The contact was associated with the user via a transfer from another user.

5

PICK

The user picked up a call that was intended for another user. For example, the user picked up a call that was ringing on another extension.

Table 31

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Join types

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Reporting data calculations Real-time statistic calculations

Value

JoinType

Description

6

FORWARDED

The user was forwarded a call that was intended for another user who was either busy or did not answer.

7

FORWARDALWAYS

The user was forwarded a call that was intended for another user who had the ForwardAlways feature configured on his or her phone.

8

PARK

The user joined a call that was parked on his or her extension.

9

OVERRIDE

The user joined a call that was overridden to his or her extension.

10

CALLED

The user was called directly by another party

11

TIMEDOUT

Reserved value that is not used.

12

RECALLED

The contact was associated with the user again after a failed transfer or callback attempt. For example, the user attempted to transfer a call but the transfer failed.

13

CAMP_ON

The user joined a camped call.

14

CALLEDBACK

The user was called again. This excludes failed transfer attempts.

15

UNKNOWN

Reserved value that is not used.

16

BARGEIN

Reserved value that is not used.

Table 31

Join types

A.4 Real-time statistic calculations Other than some specific queue real-time statisitics, real-time statistics do not have calculations—the statistics depend on real-time updates from servers (for example, from the T-Server and the Routing Server). For descriptions of the statistics that can appear in real-time reports, refer to Section 4.2, “Real-time report statistics”, on page 65. For details on issues that have an impact on queue/aggregate statistic calculations, see Section 5.2, “Calculation issues”, on page 102.

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Reporting data calculations Range statistic calculations

A.5 Range statistic calculations This section provides the range (cumulative and historical) statistic calculations. NOTE: Some statistics (such as Name, User ID, and Location) do not have calculations—the statistics depend on real-time updates from the servers (for example, from the T-Server and the Routing Server). The servers provide the key only. The Manager application associates the key with the actual value. The abbreviations for the table names used in the calculations are defined in the following table. Abbreviation

Table name

[AFM]

agentfifteenmin

[AR]

agentrecord

[ASFM]

agentstatefifteen

[ASRF]

agentstatereasonfifteen

[CB]

callbackrecord

[CB15]

callbackfifteenmin

[CR]

callrecord

[CT15]

calltypefifteenmin

[DNIS15]

dnisfifteenmin

[GFM]

groupfifteenmin

[GSFM]

groupstatefifteen

[PPRF]

userpostprocessingreasonfifteenmin

[WRF]

wrapupreasonfifteenmin

Table 32

Table name abbreviations

A.5.1 User range statistic calculations The statistics available in user cumulative and historical reports depend on the Report By option used when generating the report. For more information, see Section 2.4.4, “Report By options”, on page 22.

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Reporting data calculations Range statistic calculations

A.5.1.1 User range statistic calculations (User, Department, or Site) For descriptions of the statistics based on the calculations in this section, see Section 4.3.1.1, “User cumulative and historical statistics (User, Department, or Site)”, on page 72. Column

Category

Calculation

Name

(none)

AgentKey[AFM] or [ASFM]

User ID

(none)

AgentKey[AFM] or [ASFM]

Location

(none)

AgentLocation[AFM] or [ASFM]

Utilization

(none)

(*1) ((TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)) + BusyDur[ASFM] + IdleDur[ASFM]) / LogonTime[ASFM] * 100 (*2) ((TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)) + BusyDur[ASFM]) / LogonTime[ASFM] * 100

Maximum Routed Handling Time

(none)

MaxHandlingTime[AFM] (ContactType = 1,5,6)

Time

First Logon

FirstLogon[ASFM] + offset from UTC (Coordinated Universal Time) time

Media Type

First Logon

FirstLogonMediaType[ASFM]

Time

Last Logoff

LastLogoff[ASFM] + offset from UTC (Coordinated Universal Time) time

Media Type

Last Logoff

LastLogoffMediaType[ASFM]

All

Initiated Contacts

NumInitiated[AFM] (ContactType = 1,3,4,7)

Routed

Initiated Contacts

NumInitiated[AFM] (ContactType = 1)

Direct

Initiated Contacts

NumInitiated[AFM] (ContactType = 3,4,7)

Direct Outgoing Initiated E-mail Contacts

NumInitiated[AFM] (ContactType = 7)

Direct Internal Voice

Initiated Contacts

NumInitiated[AFM] (ContactType = 4)

Direct Outgoing Initiated Voice Contacts

NumInitiated[AFM] (ContactType = 3)

All

Offered Contacts

NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = all)

Routed

Offered Contacts

NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = 1,5,6)

Table 33

User range statistic calculations (User, Department or Site)

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Reporting data calculations Range statistic calculations

Column

Calculation

Routed Primary Offered Contacts

NumOfferedPrim[AFM] (ContactType = 1,5,6)

Routed Overflow

Offered Contacts

NumOfferedOver[AFM] (ContactType = 1,5,6)

Routed Other

Offered Contacts

NumOfferedOther[AFM] (ContactType = 1,5,6)

Direct

Offered Contacts

NumOfferedPrim[AFM] (ContactType = 2,3,4,7)

Reserved

Offered Contacts

ReservedCount[AFM] (ContactType = 1,5,6)

All

Handled Contacts

NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] (ContactType = all)

Routed

Handled Contacts

NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] (ContactType = 1,5,6)

Routed Primary Handled Contacts

NumHandledPrim[AFM] (ContactType = 1,5,6)

Routed Overflow

Handled Contacts

NumHandledOver[AFM] (ContactType = 1,5,6)

Routed Other

Handled Contacts

NumHandledOther[AFM] (ContactType = 1,5,6)

Direct

Handled Contacts

NumHandledPrim[AFM] (ContactType = 2,3,4,7)

Direct Incoming Handled Voice Contacts

NumHandledPrim[AFM] (ContactType = 2)

Direct Outgoing Handled Voice Contacts

NumHandledPrim[AFM] (ContactType = 3)

Direct Internal Voice

Handled Contacts

NumHandledPrim[AFM] (ContactType = 4)

Direct Outgoing Handled E-mail Contacts

NumHandledPrim[AFM] (ContactType = 7)

Recalled

Handled Contacts

RecalledCount[AFM] (ContactType = 6)

Routed

Abandoned Offered Contacts

NumAbandonedPrim[AFM] + NumAbandonedOver[AFM] (ContactType = 1,5)

Routed Primary Abandoned Offered Contacts

NumAbandonedPrim[AFM] (ContactType = 1,5)

Routed Overflow

Abandoned Offered Contacts

NumAbandonedOver[AFM] (ContactType = 1,5)

Undelivered

Routed Contacts

NumUndelivered[AFM] (ContactType = 1)

Table 33

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Category

User range statistic calculations (User, Department or Site)

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Reporting data calculations Range statistic calculations

Column

Category

Calculation

Unhandled

Routed Contacts

NumUnhandled[AFM] (ContactType = 1,7)

Held

Routed Contacts

HoldCountPrim[AFM] + HoldCountOver[AFM] + HoldCountOther[AFM] (ContactType = 1,5)

Primary Held

Routed Contacts

HoldCountPrim[AFM] (ContactType = 1,5)

Overflow Held

Routed Contacts

HoldCountOver[AFM] (ContactType = 1,5)

Deferred

Routed Contacts

HoldCountPrim[AFM] + HoldCounOver[AFM] + HoldCountOther[AFM] (ContactType = 5)

Consulted Voice

Routed Contacts

ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] (ContactType = 1,5)

Externally Consulted E-mail

Routed Contacts

ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] (ContactType = 6)

Terminated

Routed Contacts

DisconnectedCount[AFM] (ContactType = 1,5,6)

Discarded

Routed Contacts

DiscardedCount[AFM] (ContactType = 6)

Requeued

Routed Contacts

RequeuedCount[AFM] (ContactType = 1,5,6)

Transferred

Routed Contacts

TransferCount[AFM] (ContactType = 1,5,6)

Reached Routed Maximum Offer Contacts Time

MaxRingingCount[AFM] (ContactType = 1,5)

Logged On

Total Time

LogonTime[ASFM]

Idle

Total Time

IdleDur[ASFM]

Busy

Total Time

BusyDur[ASFM]

Away

Total Time

AwayDur[ASFM]

Ringing

Total Time

RingTime[AFM] (ContactType = 1,2,3,4,5)

Pending

Total Time

PendingTime[AFM] (ContactType = 1,5,6)

Routed Talked

Total Time

TalkTime[AFM] (ContactType = 1,5)

Routed Held

Total Time

HoldTime[AFM] (ContactType = 1,5)

Routed Consulted

Total Time

ConsultTime[AFM] (ContactType = 1,5)

Routed Processing

Total Time

ProcessingTime[AFM] (ContactType = 5,6)

Routed Postprocessing

Total Time

PostProcessingTime[AFM] (ContactType = 1,5,6)

Table 33

User range statistic calculations (User, Department or Site)

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Reporting data calculations Range statistic calculations

Column

Category

Calculation

Other

Total Time

DialingDur[ASFM] + QueuedDur[ASFM] + OutOfServiceDur[ASFM] + LineBusyDur[ASFM] + UnknownDur[ASFM] + PendingTime[AFM]

All

Total Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = all)

All Excluding Postprocessing

Total Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] (ContactType = all)

Routed

Total Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)

Routed Total Excluding Post- Handling processing Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] (ContactType = 1,5,6)

Direct

Total Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2,3,4)) + ProcessingTime[AFM] (ContactType = 7)

Direct Incoming Total Voice Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2)

Direct Outgoing Total Voice Handling Time

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 3)

Direct Internal Voice

TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 4)

Total Handling Time

Direct Outgoing Total E-mail Handling Time Busy

Average Time BusyDur[ASFM]/(BusyCount[ASFM] + AdditionalBusyCount[ASFM])

Ringing

Average Time RingTime[AFM] (ContactType = 1,2,3,4,5) / ((NumOfferedPrim[AFM] + NumOfferedOver[AFM] + NumOfferedOther[AFM] (ContactType = all)) + AdditionalRingCount[AFM])

Routed Talked

Average Time TalkTime[AFM] / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM) (ContactType = 1,5)

Routed Held

Average Time HoldTime[AFM] / (HoldCountPrim[AFM] + HoldCountOver[AFM] + HoldCountOther[AFM] + AdditionalHoldCount[AFM]) (ContactType = 1,5)

Routed Consulted

Average Time ConsultTime[AFM] / (ConsultCountPrim[AFM] + ConsultCountOver[AFM] + ConsultCountOther[AFM] + AdditionalConsultCount[AFM]) (ContactType = 1,5)

Table 33

124

ProcessingTime[AFM] (ContactType = 7)

User range statistic calculations (User, Department or Site)

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Reporting data calculations Range statistic calculations

Column

Category

Routed Processing

Average Time ProcessingTime[AFM] / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalProcessingCount[AFM]) (ContactType = 5,6)

Routed Postprocessing

Average Time PostProcessingTime[AFM]) (ContactType = 1,5,6) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM]) + AdditionalPostProcessingCount[AFM]) (ContactType = 1,5,6))

All

Average Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = all)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] + AdditionalPostProcessingCount[AFM]) (ContactType = all))

All Excluding Postprocessing

Average Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] (ContactType = all)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] ) + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] (ContactType = all))

Routed

Average Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] + AdditionalPostProcessingCount[AFM] (ContactType = 1,5,6))

Routed Average Excluding Post- Handling processing Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + (ContactType = 1,5,6)) / (NumHandledPrim[AFM] + NumHandledOver[AFM] + NumHandledOther[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] (ContactType = 1,5,6))

Table 33

Calculation

User range statistic calculations (User, Department or Site)

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Column

Category

Calculation

Direct

Average Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2,3,4)) + ProcessingTime[AFM] (ContactType = 7) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] + AdditionalProcessingCount[AFM] + AdditionalPostProcessingCount[AFM] (ContactType = 2,3,4,7))

Direct Incoming Average Voice Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] (ContactType = 2))

Direct Outgoing Average Voice Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 3)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM] + AdditionalConsultCount[AFM] (ContactType = 3))

Direct Internal Voice

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 4)) / (NumHandledPrim[AFM] + AdditionalTalkCount[AFM] + AdditionalHoldCount[AFM]\ + AdditionalConsultCount[AFM] (ContactType = 4))

Direct Outgoing Average E-mail Handling Time

ProcessingTime[AFM] / (NumHandledPrim[AFM] + AdditionalProcessingCount[AFM])) (ContactType = 7)

Idle

Percentage Time

IdleDur[ASFM] * 100 /LogonTime[ASFM]

Busy

Percentage Time

BusyDur[ASFM] * 100 /LogonTime[ASFM]

Away

Percentage Time

AwayDur[ASFM] * 100 /LogonTime[ASFM]

Ringing

Percentage Time

RingTime[AFM] (ContactType = 1,2,3,4,5) * 100 / LogonTime[ASFM]

Other

Percentage Time

(DialingDur[ASFM] + QueuedDur[ASFM] + OutOfServiceDur[ASFM] + LineBusyDur[ASFM] + UnknownDur[ASFM] + PendingTime[AFM]) * 100 / LogonTime[ASFM]

Postprocessing

Percentage Time

PostProcessingTime[AFM] (ContactType = 1,5,6) * 100 / LogonTime[ASFM]

All

Percentage Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = all)) * 100 /LogonTime[ASFM]

Table 33

126

Average Handling Time

User range statistic calculations (User, Department or Site)

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Column

Category

Calculation

All Excluding Postprocessing

Percentage Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM]) (ContactType = all)) * 100 / LogonTime[ASFM]

Routed

Percentage Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] + PostProcessingTime[AFM] (ContactType = 1,5,6)) * 100/LogonTime[ASFM]

Routed Percentage Excluding Post- Handling processing Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] + ProcessingTime[AFM] (ContactType = 1,5,6)) * 100/LogonTime[ASFM]

Direct

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM] (ContactType = 2,3,4)) + ProcessingTime[AFM] (ContactType = 7) * 100 /LogonTime[ASFM]

Percentage Handling Time

Direct Incoming Percentage Voice Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]) (ContactType = 2) * 100 / LogonTime[ASFM]

Direct Outgoing Percentage Voice Handling Time

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]) (ContactType = 3) * 100 / LogonTime[ASFM]

Direct Internal Voice

(TalkTime[AFM] + HoldTime[AFM] + ConsultTime[AFM]) (ContactType = 4) * 100 / LogonTime[ASFM]

Percentage Handling Time

Direct Outgoing Percentage E-mail Handling Time Table 33

ProcessingTime[AFM] (ContactType = 7) * 100 / LogonTime[ASFM]

User range statistic calculations (User, Department or Site)

A.5.1.2 User range statistic calculations (User by Queue) For descriptions of the statistics based on the calculations in this section, see Section 4.3.1.2, “User historical statistics (User by Queue)”, on page 79. Column

Category

Calculation

Name

(none)

AgentKey[AR]

User ID

(none)

AgentKey[AR]

Location

(none)

AgentLocation[AR]

Queue

(none)

CallTypeKey[CR]

Source

(none)

Origin[CR]

Offered

Routed Contacts

count(*) from [AR] where jointype[AR] 1 and ContactType[AR] in (1, 5, 6)

Initiated

Routed Contacts

count(*) from [AR] where jointype[AR] = 1 and ContactType[AR] in (1, 5, 6)

Table 34

User range statistic calculations (User by Queue)

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Column

Category

Calculation

Handled

Routed Contacts

count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47)

Deferred

Routed Contacts

sum(holdquantity) from [AR] where ContactType = 6

Held

Routed Contacts

count(*) from [AR] where ContactType in (1, 5) and holdquantity > 0

Consulted

Routed Contacts

count(*) from [AR] where consultholdquantity >0

Undelivered

Routed Contacts

count(*) from [AR] where TermType = 48

Unhandled

Routed Contacts

count(*) from [AR] where TermType in (12, 16, 19, 20, 30, 39, 46)

Reserved

Routed Contacts

count(*) from [AR] where sequencenumber[AR] = assignedagent[CR] and calltypestepnum[CR] = 9998

Abandoned While Ringing

Routed Contacts

count(*) from [AR] where TermType = 3 and JoinType 1

Transferred

Routed Contacts

count(*) from [AR] where TermType in (9, 13, 14, 17, 21, 23,36)

Routed Deferred

Average Time

Sum(totholdtime[AR]) / sum(holdquantity[AR]) where ContactType = 6

Routed Consulted

Average Time

Sum(totconsultholdtime[AR]) / Sum(consultholdquantity[AR])

Routed Held

Average Time

Sum(totholdtime[AR]) / sum(holdquantity[AR]) where ContactType in (1, 5)

Routed Postprocessing

Average Time

Sum(totpostprocessingtime[AR]) / count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6)

All

Average Handling Time

Sum(Tothandlingtime[AR] + Totpostprocessingtime[AR]) / count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6)

All Excluding Postprocessing

Average Handling Time

Sum(Tothandlingtime[AR]) / count(*) from [AR] where TermType[AR] not in (3, 12, 16, 19, 20, 30, 39, 47) and ContactType[AR] in (1, 5, 6)

Table 34

128

User range statistic calculations (User by Queue)

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A.5.2 Group range statistic calculations For descriptions of the statistics based on the calculations in this section, see Section 4.3.2, “Group cumulative and historical statistics”, on page 81. Column

Category

Calculation

Name

(none)

GroupKey[GFM] or [GSFM]

Time Interval

(none)

Recordtimestamp[GFM] or [GSFM]

All

Received Contacts

NumReceivedPrim[GFM] + NumReceivedOver[GFM]

Primary

Received Contacts

NumReceivedPrim[GFM]

Overflow

Received Contacts

NumReceivedOver[GFM]

Offered Elsewhere

Received Contacts

NumRHOE[GFM]

All

Offered Contacts

NumOfferedPrim[GFM] + NumOfferedOver[GFM]

Primary

Offered Contacts

NumOfferedPrim[GFM]

Overflow

Offered Contacts

NumOfferedOver[GFM]

All

Consulted Contacts

NumConsultPrim[GFM] + NumConsultOver[GFM]

Primary

Consulted Contacts

NumConsultPrim[GFM]

Overflow

Consulted Contacts

NumConsultOver[GFM]

All

Transferred Contacts

NumTransferPrim[GFM] + NumTransferOver[GFM]

Primary

Transferred Contacts

NumTransferPrim[GFM]

Overflow

Transferred Contacts

NumTransferOver[GFM]

Interval Start

Waiting Contacts

WaitCountBegin[GFM]

Interval End

Waiting Contacts

WaitCountEnd[GFM]

Maximum

Logged On User

MaxCounLogOn[GSFM]

Minimum

Logged On User

MinCountLogOn[GSFM]

Average

Logged On User

TotLogonTime[GSFM] /Period[GSFM]

Table 35

Group range statistic calculations

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A.5.3 Contact historical statistic calculations For descriptions of the statistics based on the calculations in this section, see Section 4.3.3, “Contact historical statistics”, on page 83. Column

Category

Calculation

Source

(none)

Monitored source’s name defined in the Manager application.

Queue Name

(none)

CallTypeKey[CR]

Destination

(none)

OrigDestination[CR]

Abandon Rate

(none)

(count(*) from [CR] where ContactType in (1, 6) and WaitResolution = 2) / (count(*) from [CR] where ContactType in (1, 6))

Received

Contacts

count(*) from [CR] where ContactType in (1, 6)

Answered

Contacts

count(*) from [CR] where ContactType in (1, 6) and WaitResolution = 1

Abandoned

Contacts

count(*) from [CR] where ContactType in (1, 6) and WaitResolution = 2

Redirected

Contacts

count(*) from [CR] where ContactType in (1, 6) and WaitResolution = 3

System disconnected

Contacts

count(*) from [CR] where ContactType in (1, 6) and TermType = 35

Requeued

Contacts

count(*) from [CR] where ContactType in (1, 6) and TermType = 7

Auto-handled E-mail

Contacts

count(*) from [CR] where ContactType in (1, 6) and TermType in (32, 34)

Transferred Out Contacts of Scope

count(*) from [CR] where ContactType in (1, 6) and TermType in (9, 12, 13, 14, 16, 17, 20, 21, 23, 30, 36)

Average Waiting

Contact Time

Sum(WaitTime) / count(*) from [CR] where ContactType in (1, 6)

Average

Contact Time

Sum(ContactComplete) / count(*) from [CR] where ContactType in (1, 6)

Average Contact Time Excluding Postprocessing

Sum(CallEnd) / count(*) from [CR] where contacttype in (1, 6)

Average Postprocessing

Sum(ContactComplete - CallEnd) / count(*) from [CR] where contacttype in (1, 6, 8)

Table 36

130

Contact Time

Contact historical statistic calculations

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Reporting data calculations Range statistic calculations

A.5.4 Callback range statistic calculations The statistics that are available in callback cumulative and historical reports depend on the Report By option used when creating the report. For more information, see Section 2.4.4, “Report By options”, on page 22.

A.5.4.1 Callback range statistic calculations (Queue or Aggregate) For descriptions of the statistics based on the calculations in this section, see Section 4.3.4.1, “Callback cumulative and historical statistics (Queue or Aggregate)”, on page 85. Column

Category

Calculation

Name

(none)

The servers (Reporting and Real-Time) provide the queue or aggregate key only. The Manager application associates the key with the actual name.

Callbacks

(none)

NumCallbacks[CB15]

Tries

(none)

NumTries[CB15]

Attempts

(none)

NumAttempts[CB15]

Attempted more than once

(none)

NumAttemptsMoreThanOnce[CB15]

Successful

(none)

NumSuccessful[CB15]

Percentage Successful

(none)

NumSuccessful[CB15] / ( NumSuccessful[CB15] + NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15])

Percentage Unsuccessful

(none)

(NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15]) / ( NumSuccessful[CB15] + NumDeleted[CB15] + NumMaxRetry[CB15] + NumScheduledExpired[CB15] + NumTimedOut[CB15])

Queued Before

(none)

NumCallbacksReq[CB15]

Requeued out

(none)

NumRequeued[CB15]

All

Unsuccessful

NumDeleted[CB15] + NumMaxRetry[CB15] + NumSheduledExpired[CB15] + NumTimedOut[CB15]

Reached Maximum Unsuccessful Retry

NumMaxRetry[CB15]

Expired

Unsuccessful

NumScheduledExpired[CB15]

Timed Out

Unsuccessful

NumTimedOut[CB15]

Deleted

Unsuccessful

NumDeleted[CB15]

Table 37

Callback range statistic calculations (Queue or Aggregate)

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Column

Category

Calculation

Average

Contact Time

(TotContactTime[CB15] + TotPostProcessingTime[CB15]) / (NumCallbacks[CB15] + AdditionalCallbacksCount[CB15] + AdditionalPostProcessingCount[CB15])

Average Excluding Post-processing

Contact Time

TotContactTime[CB15] / (NumCallbacks[CB15] + AdditionalCallbacksCount[CB15])

Average Postprocessing

Contact Time

TotPostProcessingTime[CB15]/ (NumCallbacks[CB15] + AdditionalCallbacksCount[CB15])

Table 37

Callback range statistic calculations (Queue or Aggregate)

A.5.4.2 Callback historical statistic calculations (Result) For descriptions of the statistics based on the calculations in this section, see Section 4.3.4.2, “Callback historical statistics (Result)”, on page 86. Column

Column

Calculation

Attempts

(none)

NumAttempts[CB]

Origin

(none)

CallOrigin[CB]

Queue Name

(none)

CallTypeKey[CB]

Result

(none)

FinalResult[CB]

Tries

(none)

NumTries[CB]

Telephone Number

Last Try

OrigDestination[CR]

Time

Last Try

CallStart[CR] + offset from UTC (Coordinated Universal Time)

User Name

Last Try

FinalAgentKey[CB]

Table 38

Callback historical statistic calculations (Result)

A.5.5 Queue range statistic calculations The statistics that are available in queue cumulative and historical reports depend on the Report By option that is used when generating the report. For more information, see Section 2.4.4, “Report By options”, on page 22.

132

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A.5.5.1 Queue range statistic calculations (Queue or Aggregate) For descriptions of the statistics based on the calculations in this section, see Section 4.3.5.1, “Queue cumulative and historical statistics (Queue or Aggregate)”, on page 87. Column

Category

Calculation

Name

(none)

Calltypekey[CT15]

Service Level

(none)

8 formulas sp_SvcLvlNum / sp_SvcLvlDenom (where sp_ = Stored Procedure Name)

Abandon Rate

(none)

NumAbandoned[CT15] / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15] + NumAbandoned[CT15] + NumRedirectedOutScope[CT15])

Answer Rate

(none)

(NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])/ (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15] + NumAbandoned[CT15] + NumRedirectedOutScope[CT15])

All

Received Contacts

NumReceived[CT15]

Requeued

Received Contacts

NumReceivedReq[CT15]

Out of Scope

Redirected Contacts

NumRedirectedOutScope[CT15]

Out of Scope

Transferred Contacts

NumTransferredOut[CT15

All

Average Wait Time

TotWaitTime[CT15] / (NumReceived[CT15] + WaitCountBegin[CT15])

Answered

Average Wait Time

TotAnsWaitTime[CT15] / (NumAnsweredPrim[Ct15] + NumAnsweredOver[CT15])

Abandoned

Average Wait Time

TotAbanWaitTime[CT15] / NumAbandoned[Ct15]

Redirected

Average Wait Time

TotRedirectWaitTime[CT15]/ NumRedirectedOutScope[CT15]

All

Maximum Wait Time

max(MaxAnsWaitTime[CT15], MaxAbanWaitTime[CT15], MaxRedirectWaitTime[CT15])

Answered

Maximum Wait Time

MaxAnsWaitTime[CT15]

Abandoned

Maximum Wait Time

MaxAbanWaitTime[CT15]

Table 39

Queue range statistic calculations (Queue or Aggregate)

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Column

Category

Calculation

Redirected

Maximum Wait Time

MaxRedirectWaitTime[CT15]

All

Answered Contacts

NumAnsweredPrim[CT15] + NumAnsweredOver[CT15]

1 Interval

Answered Contacts

Answered1[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])

2 Interval

Answered Contacts

Answered2[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])

3 Interval

Answered Contacts

Answered3[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])

4 Interval

Answered Contacts

Answered4[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])

5 Interval

Answered Contacts

Answered5[CT15] * 100 / (NumAnsweredPrim[CT15] + NumAnsweredOver[CT15])

Primary

Answered Contacts

NumAnsweredPrim[CT15]

Overflow

Answered Contacts

NumAnsweredOver[CT15]

All

Abandoned Contacts

NumAbandoned[CT15]

1 Interval

Abandoned Contacts

Abandoned1[CT15] * 100 / NumAbandoned[CT15]

2 Interval

Abandoned Contacts

Abandoned2[CT15] * 100 / NumAbandoned[CT15]

3 Interval

Abandoned Contacts

Abandoned3[CT15] * 100 / NumAbandoned[CT15]

4 Interval

Abandoned Contacts

Abandoned4[CT15] * 100 / NumAbandoned[CT15]

5 Interval

Abandoned Contacts

Abandoned5[CT15] * 100 / NumAbandoned[CT15]

Minimum

Queued Contacts MinCountWaiting[CT15]

Average

Queued Contacts TotWaiting[CT15] / Period[CT15]

Maximum

Queued Contacts MaxCountWaiting[CT15]

Interval Start

Queued Contacts WaitCountBegin[CT15]

Interval End

Queued Contacts WaitCountEnd[CT15]

Minimum

Overflowed Contacts

Table 39

134

MinCountOverflows[CT15]

Queue range statistic calculations (Queue or Aggregate)

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Column

Category

Calculation

Average

Overflowed Contacts

NumOverflows[CT15] / (NumReceived[CT15] + WaitCountBegin][CT15])

Maximum

Overflowed Contacts

MaxCountOverflows[CT15]

Average

User Involvement (UserInvolvedTime[CT15] + Time TotPostProcessingUserTime[CT15]) / (NumAnsweredPrim[CT15] + NumAnswered[CT15] + AdditionalHandledCount[CT15] + AdditionalPostProcessingCount[CB15])

Average Excluding Postprocessing

User Involvement UserInvolvedTime[CT15] / Time (NumAnsweredPrim[CT15] + NumAnswered[CT15] + AdditionalHandledCount[CT15])

Average Postprocessing

User Involvement TotPostProcessingUserTime [CT15] / Time (NumAnsweredPrim[CT15] + NumAnswered[CT15] + AdditionalHandledCount[CT15] )

Total

User Involvement UserInvolvedTime[CT15] + Time TotPostProcessingUserTime[CT15]

Total Excluding Post-processing

User Involvement UserInvolvedTime[CT15] Time

Total Postprocessing

User Involvement TotPostProcessingUserTime [CT15] Time

Total

Contact Time

TotContactTime[CT15] + TotPostProcessingContactTime[CT15]

Total Excluding Post-processing

Contact Time

TotContactTime[CT15]

Total Postprocessing

Contact Time

TotPostProcessingContactTime [CT15]

Average

Contact Time

(TotContactTime[CT15] + TotPostProcessingContactTime[CT15]) / (NumReceived[CT15] + AdditionalContactCount[CT15] + AdditionalPostProcessingCount[CT15])

Average Excluding Postprocessing

Contact Time

TotContactTime[CT15] / (NumReceived[CT15] + AdditionalContactCount[CT15])

Average Postprocessing

Contact Time

TotPostProcessingContactTime [CT15] / (NumReceived[CT15] + AdditionalContactCount[CT15])

Total

Deferred Time

TotDeferTime[CT15]

Average

Deferred Time

TotDeferTime[CT15] / (DeferCount[CT15] + DeferInProgress[CT15])

Table 39

Queue range statistic calculations (Queue or Aggregate)

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Column

Category

Total

Externally TotConsultOutTime[CT15] Consulted E-mail Time

Average

Externally TotConsultOutTime[CT15] / Consulted E-mail (ConsultOutCount[CT15] + Time ConsultOutInProgress[CT15])

Table 39

Calculation

Queue range statistic calculations (Queue or Aggregate)

A.5.5.2 Queue historical statistic calculations (Queue by User) For descriptions of the statistics based on the calculations in this section, see Section 4.3.5.2, “Queue historical statistics (Queue by User)”, on page 92. Column

Category

Calculation

Name

(none)

CallTypeKey[CR]

User

(none)

AgentKey[AR]

Source

(none)

Origin[CR]

Received

Contacts

count(*) from [CR] where ContactType[CR] in (1, 5, 6)

Answered

Contacts

count(*) from [CR] where ContactType[CR] in (1, 5, 6) and WaitResolution[CR] = 1

Abandoned

Contacts

count(*) from [CR] where ContactType[CR] in (1, 5, 6) and WaitResolution[CR] = 2

Held

Contacts

count(*) from [CR] where ContactType[AR] in (1, 5) and HoldQuantity[AR] > 0

Deferred

Contacts

Sum(HoldQuantity[AR]) where ContactType[AR] = 6

Redirected

Contacts

count(*) from [CR] where ContactType[CR] in (1, 5, 6) and WaitResolution[CR] = 3

Reserved

Contacts

count(*) from [CR] where ContactType[CR] in (1, 5, 6) and CallTypeStepNum[CR] = 9998

Consulted

Contacts

count(*) from [CR] where ContactType[CR] in (1, 5, 6) and ConsultHoldQuantity[AR] >0

Average

Contact Time

Sum(ContactComplete[CR])/ count(*) from [CR] where ContactType[CR] in(1, 5, 6)

Average Excluding Postprocessing

Contact Time

Sum(CallEnd[CR])/ count(*) from [CR] where ContactType[CR] in (1, 5, 6)

Consulted

Average Time

Sum(TotConsultHoldTime[AR]) / count(*) from [CR] where ContactType[CR] in (1, 5, 6) and ConsultHoldQuantity[AR] >0

Held

Average Time

[Sum(TotHoldTime[AR]) / (count(*) from [CR] where HoldQuantity[AR] > 0)] where ContactType[AR] in (1, 5)

Table 40

136

Queue historical statistic calculations (Queue by User)

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Reporting data calculations Range statistic calculations

Column

Category

Calculation

Deferred

Average Time

Sum(TotHoldTime[AR]) / Sum(HoldQuantity[AR]) where ContactType[AR] = 6

Waiting

Average Time

(Sum(WaitTime[CR]) / count(*) from [CR] ) where ContactType[CR] in (1, 5, 6)

Postprocessing

Average Time

Sum(ContactComplete[CR] - CallEnd[CR])/ count(*) from [CR] where ContactType[CR] in (1, 5, 6)

Table 40

Queue historical statistic calculations (Queue by User)

A.5.6 Destination range statistic calculations For descriptions of the statistics based on the calculations in this section, see Section 4.3.6, “Destination cumulative and historical statistics”, on page 93. Column

Category

Calculation

Destination

(none)

ResourceKey[DNIS15]

Abandon Rate

(none)

NumAbandoned[DNIS15]*100 / (NumAnswered[DNIS15] + NumAbandoned[DNIS15] + NumRedirectedOutScope[DNIS15])

Received

Contacts

NumReceived[DNIS15]

Answered

Contacts

NumAnswered[DNIS15]

Abandoned

Contacts

NumAbandoned[DNIS15]

Redirected Out of Scope

Contacts

NumRedirectedOutScope[DNIS15]

Redirected

Contacts

NumRedirectedOutScope[DNIS15]

System Disconnected

Contacts

DisconnectedCount[DNIS15]

Requeued

Contacts

RequeuedCount[DNIS15]

Auto-handled Email

Contacts

AutoHandledCount[DNIS15]

Average Waiting

Contact Time

TotalWaitTime[DNIS15] / (NumReceived[DNIS15] + InProgressStart[DNIS15])

Total

Contact Time

TotalContactTime[DNIS15] + TotPostProcessingTime[DNIS15]

Total Excluding Post-processing

Contact Time

TotalContactTime[DNIS15]

Total Postprocessing

Contact Time

TotPostProcessingTime [DNIS15]

Table 41

Destination range statistic calculations

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Reporting data calculations Range statistic calculations

Column

Category

Calculation

Average

Contact Time

(TotalContactTime[DNIS15] + TotPostProcessingTime[DNIS15]) / (NumReceived[DNIS15] + AdditionalContactCount[DNIS15] + AdditionalPostProcessingCount[DNIS15])

Average Excluding Contact Time Post-processing

TotalContactTime[DNIS15] / (NumReceived[DNIS15] + AdditionalContactCount[DNIS15])

Average Postprocessing

Contact Time

TotPostProcessingTime [DNIS15] / (NumReceived[DNIS15] + AdditionalContactCount[DNIS15])

Interval Start

Unhandled Contacts

InProgressStart[DNIS15]

Interval End

Unhandled Contacts

InProgressEnd[DNIS15]

Table 41

Destination range statistic calculations

A.5.7 Wrap-up reason range statistic calculations For descriptions of the statistics based on the calculations in this section, see Section 4.3.7, “Wrap-up reason cumulative and historical statistics”, on page 95. Column

Category

Calculation

Name

(none)

AgentKey[WRF]

Reason

(none)

ReasonKey[WRF]

Count

(none)

ReasonCount[WRF]

User ID

(none)

AgentKey[WRF]

Location

(none)

AgentLocation[WRF]

Table 42

Wrap-up reason range statistic calculations

A.5.8 Routing state reason range statistic calculations For descriptions of the statistics based on the calculations in this section, see Section 4.3.8, “Routing state reason cumulative and historical statistics”, on page 95. Column

Category

Calculation

Name

(none)

AgentKey[ASRF]

Reason

(none)

RoutingStateReasonKey[ASRF]

Count

Routing State

RoutingStateReasonCount[ASRF]

Table 43

138

Routing state reason range statistic calculations

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Reporting data calculations Range statistic calculations

Column

Category

Calculation

User ID

(none)

AgentKey[ASRF]

Location

(none)

AgentLocation[ASRF]

Total Time

Routing State

RoutingStateReasonDuration[ASRF]

Average Time

Routing State

RoutingStateReasonDuration[ASRF]/ (RoutingStateReasonCount[ASRF] + AdditionalRoutingStateReasonCount[ASRF])

State

Presence State

PresenceState[ASRF]

Count

Presence State

PresenceStateCount[ASRF]

Total Time

Presence State

PresenceStateDuration[ASRF]

Average Time

Presence State

PresenceStateDuration[ASRF]/ (PresenceStateCount[ASRF] + AdditionalPresenceStateCount[ASRF])

Table 43

Routing state reason range statistic calculations

A.5.9 Post-processing reason range statistic calculations For descriptions of the statistics based on the calculations in this section, see Section 4.3.9, “Post-processing reason cumulative and historical statistics”, on page 96. Column

Category

Calculation

Name

(none)

AgentKey[PPRF]

Reason

(none)

ReasonKey[PPRF]

User ID

(none)

AgentKey[PPRF]

Location

(none)

AgentLocation[PPRF]

Count

(none)

ReasonCount[PPRF]

Total Time

(none)

ReasonDuration[PPRF]

Average Time

(none)

ReasonDuration[PPRF]/ (ReasonCount[PPRF] + AdditionalReasonCount[PPRF])

Table 44

Post-processing reason range statistic calculations

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Index

Index

Z

Away presence state defined 110 percentage time 76 users in, by group 67

B A abandon rate by destination 93 by queue 87 current, by queue 70 abandoned contacts average wait time, by queue 89 count, by destination 93 count, by queue 88 count, by queue by user 92 count, by source 83 defined 112 finished in Call Director or IVR 21 maximum wait time, by queue 89 since shift start, by queue 70 time interval breakdown 88 while ringing count, by user 80 Active presence state, defined 110 activity reports introduced 15 reporting level restriction 16 scheduled callback statistics 100 source statistics 99 user statistics 97 aggregate level reports, using Report By option 24 alarms, in real-time reports 10 answer rate by queue 87 current, by queue 70 answered contacts average wait time, by queue 89 by queue, since shift start 71 count, by destination 93 count, by queue 88 count, by queue/user 92 count, by source 83 defined 113 finished in Call Director or IVR 21 maximum wait time, by queue 90 time interval breakdown 88 auto-handled e-mail messages count, by destination 93 count, by source 84 Available routing state, defined 110 averages, simple vs. weighted 102

bar charts, in real-time reports 11 Busy presence state defined 110 percentage time, by user 76 users in, by group 67

C Call Director, contacts finished in 21 callback attempts, user associated 69 callback reports activity statistics 100 introduced 17 real-time statistics available 68 callbacks associated queue, current 68, 85 attempted count, by queue 85 attempted more than once count, by queue 85 average completion time, by queue 85 creating user 68 current state/time in 69 customer name/number, current 68 deleted count, by queue 86 expired schedule associated count, by queue 86 last number/user/time, by result 87 last user attempting 69 origin/result 69, 86 percentage successful/unsuccessful, by queue 85 reached max retry count, by queue 86 requeued in/out counts, by queue 85 status, last attempt 69 tried and attempted count, by queue 85 tried count, by result 86 charting cumulative reports, introduced 14 real-time reports, introduced 11 Classification contact state, defined 111 conferencing statistics 101 consultations, time setting 20 consulted contacts average time, by user 80 average time, queue by user 92 average/total time, by queue 89 count, by queue by user 93 routed count, by user 77, 80 total time, by user 79 treatment count breakdown, by group 81

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Consulting handling state, defined 109 contact reports about 17 historical statistics available 83 lengthy unanswered state 107 real-time statistics available 68 contact states, defined 111 contact types, defined 111 contacts average handling time, by queue by user 92 average post-processing time, by queue by user 92 average/total completion time, by queue 89 current handling time, user 66 destinations of current 68 detailed activity reports 15 eligible to handle, current 68 handling time 115 media of current 68 oldest in queue 71 priority, current 68 source of 114 source of, current 68 type currently handling, user 66 wait time 115 wait time, current 68 waiting for group, current 67 creator, callback 68 cumulative reports charting 14 destination statistics available 93 group statistics available 81 intervals 14 introduced 13 media options 72 Post-processing reason statistics available 96 predefined 36 routing state reason statistics available 95 service level differences 20 trend line 14 user reporting level restriction 19 Wrap-up reason statistics available 95 customer name/number, callback 68

D Deferred contact state, defined 111 deferred contacts average handling time, by queue by user 92 average time, by user 80 average/total time, by queue 89 count, by queue by user 93 recalled, by user 74

142

routed count, by user 77, 80 defining reports 7 deleted resources 101 department level reports historical statistics available 72 using Report By option 23 Department reporting level 19 destination reports cumulative/historical statistics available 93 introduced 17 destinations abandon rate 93 abandoned contacts count 93 answered contacts count 93 average wait time 94 average/total contact completion time 94 outstanding contacts 68 received contacts count 94 requeued count 94 Dialing handling state, defined 109 direct contacts average handling time user breakdowns 73 current handling, by group 67 defined 111 handled count, by user 74 initiated count, by user 75 offered count, by user 75 percentage handling time, by user 76 total handling time, by user 78 discarded contacts, routed count, by user 77 disconnected contacts count, by destination 94 count, by source 84 documentation formatting conventions 7 intended audience 7 providing feedback 8

E externally consulted contacts recalled, by user 74 state, defined 111

F formulas, Manager application 19 Full reporting level 19

G generating reports 7 group reports cumulative/historical statistics available 81 introduced 17

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real-time statistics available 67

H handled contacts average time user breakdowns 73 average time, by user 73, 80 count breakdowns, by user 74 current, by group 67 handling time, current contact 66 maximum time, routed, user 72 percentage handling time breakdown, by user 76 routed count, by user 80 handling states defined 109 history of changes 15 handling time average/total, by queue 89 defined 115 held contacts average handling time, by queue by user 92 average time, by user 74, 80 routed overflow/primary count, user 77 historical reports contact statistics available 83 destination statistics available 93 group statistics available 81 introduced 12 locations in different time zones 25 media options 72 Post-processing reason statistics available 96 predefined 41 ranges and intervals 12 routing state reason statistics available 95 scheduling options 13 service level differences 20 time zone options 25 user reporting level restriction 19 Wrap-up reason statistics available 95 Holding handling state, defined 109

I Idle presence state defined 110 percentage time 76 users in, by group 67 incoming contacts average handling time user breakdowns 73 defined 111 handled count, by user 74 percentage handling time, by user 76 total handling time, by user 78

Index

initiated contacts count breakdowns, by user 75 routed count, by user 80 internal contacts average handling time user breakdowns 73 defined 111 handled count, by user 74 initiated count, by user 75 percentage handling time, by user 76 total handling time, by user 78 intervals absent from report 12, 14 contacts waiting, by queue 90 in cumulative reports 14 introduced 12 reconciling numbers issues 105 retention of rollup data 104 start/end contact count 83 start/end waiting count, by destination 94 IVR Suspended contact state, defined 111 IVRs, contacts finished in 21

L Line Busy handling state, defined 109 Line Queued handling state, defined 109 locations, options in user activity reports 16 log on/off first logon details 74 group statistics 82 last logoff details 75 Logged Off presence state, defined 110 routing state, defined 110 Logged On user count, by group 67

M Manager application settings 19 media associated with queue 70 currently logged on, user 66 first logon details, user 74 last logoff details, user 75 of current contacts 68 user report options 72 Media Suspended contact state, defined 111

O offered contacts count breakdown, by user 75 overflow/primary counts, by group 82 reconciling numbers 106 state defined 114

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Index

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oldest contact in queue 71 options, Manager application 19 outgoing contacts average handling time user breakdowns 73 defined 111 handled count, by user 74 initiated count, by user 75 percentage handling time, by user 76 total handling time, by user 78 overflow answered count, by queue 88 average/maximum/minimum, by queue 90 consulted out count, by group 81 current waiting, by queue 71 offered count 82 offered count, by user 76 received count 82 ringing, abandoned count, by user 73 routed, handled counts, by user 75 routed, held count, by user 77 transferred out count 83

P Pending contact state, defined 112 Pending handling state defined 109 total time, by user 79 pick scenarios, contact reports 107 Post-processing contact state, defined 112 Post-processing handling state average time, by user 74 average time, by user by queue 80 defined 109 percentage time, by user 76 total time, by user 79 Post-processing reason reports cumulative/historical statistics available 96 introduced 17 predefined reports, listed by resource type 29 presence state, current, user 66 presence states, defined 110 previous day comparison 15 primary answered count, by queue 88 contacts waiting, current 67 offered count 82 received count 82 ringing, abandoned count, by user 73 routed, handled counts, by user 75 routed, held count, by user 77 transferred out count 83 priority, current contacts 68

144

Processing handling state average time, by user 74 defined 110 total time, by user 79

Q queue by user level reports historical statistics available 92 using Report By option 24 queue level callback reports historical statistics available 85 queue real-time reports including ringing and unanswered contacts 22 using weighted averages 22 queue reports introduced 17 real-time statistics available 70 Queued contact state, defined 112 queued contacts, by queue, current 71 queues, inclusion in site reports 22

R ranges in historical reports 12 real-time reports alarms and thresholds 10 callback statistics available 68 charting in 11 contact statistics available 68 group statistics available 67 introduced 9 predefined 30 queue statistics available 70 service level differences 20 statistics available 65 user statistics available 66 recalled contacts, count, by user 74 received contacts by queue, since shift start 71 count, by destination 94 count, by queue 90 count, by queue/user 93 count, by source 84 primary/overflow counts 82 reconciling numbers 106 redirected contacts average wait time, by queue 89 count, by queue 91 count, by queue/user 93 count, by source 84 maximum wait time, by queue 90 state defined 114 Report By option, about 22

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report type value differences 20 reporting level license restriction 19 user activity report restriction 16 requeued contacts callbacks, by queue 85 count, by destinations 94 count, by source 84 received count, by queue 90 routed count, by user 77 state defined 114 reserved contacts count, by queue/user 93 state defined 112 result level callback reports historical statistics available 86 using Report By option 24 retention, rollup data and interval totals 104 Ringing handling state abandon count, by user 80 average time, by user 74 defined 110 maximum time exceeded, by user 77 percentage time, by user 77 total time, by user 79 rollup tables, retention and interval totals 104 routed contacts current handling, by group 67 defined 111 handled count, by user 74 initiated count, by user 75 maximum handle time, user 72 offered count, by user 75 percentage handling time, by user 76 ring time maximum count, by user 77 treatment count breakdowns, by user 77, 80 undelivered, to user 78, 81 unhandled, by user 78, 81 routing state reason reports cumulative/historical statistics available 95 introduced 17 routing state, current, by user 67 routing states defined 110 history of changes 15

S same day last week comparison 15 scheduled callback reports 100 Scheduled contact state, defined 112 scheduling options 13

Index

service level by queue 71, 88 calculation 19 changes to, live 19 queue current/estimated/shift 71 settings, Manager application 19 shifts, affect on statistics 21 simple averages 102 site (local) level reports historical statistics available 72 site (networked) reports inclusion of specific queues 22 site level reports, using Report By option 23 Site reporting level 19 sources activity report statistics 99 average wait/handle times 84 detailed activity reports 15 in contact reports 83 of contacts 114 of current contacts 68 reports, introduced 17 state contact, current time in 68 current callbacks 69 current, user 66 time in, current callback 69 status, last callback attempt 69

T Talking handling state average time, by user 74 defined 110 total time, by user 79 terminated by user count 77 thresholds, in real-time reports 10 time current contact state 68 handling contact 115 handling current contact, user 66 in current user presence state 66 in current user presence state excluding direct contacts 67 time zones, options in historical reports introduced 25 User location option 27 time zones, options in user activity reports 16 transferred contacts count, by queue 91 count, by source 84 primary/overflow count breakdown 82 routed count, by user 78

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trend line, cumulative reports 14

U unanswered contacts lengthy, in contact reports 107 state defined 112 Unavailable routing state, defined 110 undelivered contacts routed, to user 78, 81 unhandled contacts routed, by user 78, 81 state defined 114 unmonitored resources transfers to, and contact reports 107 user activity reports, reporting level restriction 19 User by Queue level reports historical statistics available 79 using Report By option 24 user handling states, defined 109 User Interaction contact state, defined 112 user involvement time 91 user presence states, defined 110 user reports activity statistics 97 cumulative/historical statistics available 72 introduced 17 media options 72 real-time statistics available 66 reporting level restriction 19 user state changes, history of 15 utilization by user 73 including idle time 20

waiting contacts average per queue 90 for group, current 67 interval start/end 83 interval start/end, by queue 90 maximum/minimum, by queue 90 start/end interval, by destination 94 weighted averages calculating 102 using in queue real-time reports 22 Work routing state, defined 110 Wrap-up reason reports cumulative/historical statistics available 95 introduced 17

V viewing reports 7 visible cues, in real-time reports 10

W wait time answer/abandon.redirect, queue/user 92 average, by destination 94 average, by queue 89 contacts 115 current abandon/answer average, by queue 70 current answer/abandon, by queue 70 current contacts 68 including ringing and unanswered contacts 22 including system suspended contacts 20 including time before enqueue 20 reconciling value, when calculated 105

146

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