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Revision as of 13:03, 16 February 2010

◄ OpenScape Office with HiPath 3000 | Deutschland  myReports

myReports screenshot



myAgent is the user portal for contact center agents, supervisors and contact center administrators. It provides information about the number of waiting calls as well as information about the Presence status of other subscribers.

myAgent provides the following features:

  • Call processing
  • Caller details
  • Agent callback
  • Agent status
  • Presence status
  • Real-time monitoring of queues
  • Assistance
As an agent you can request assistance from the supervisor during a call. When doing so, you can specify the reason and the type of assistance you require: Instant messaging, Silent Monitoring or Override.
  • Instant Messaging
Instant Messaging enables you to exchange instant messages (i.e., to chat) with other internal subscribers. Instant Messaging is possible in combination with myPortal, myPortal for Outlook, myAgent or myAttendant.
  • Directories
  • Voice and Fax messages
  • Reports










Description of built-in "Standard Reports"

my Reports Standard Reports are categorized in:


Agent Activity Reports

The focus of these reports is set to agent activities. Other system users are not considered within these reports.

Report Description Output Format
Logged In Times This report represents the login, logout and logged in times in specified date interval for selected agent. Login time Table
Logout time
Logged In time
Daily total Logged in time
Total Logged in time
Missed Call Times Displaying missed call times in specified date interval for selected agent Start Time Table
End Time
Daily total Missed Call Time
Total Missed Call Time
On Break Times Displaying break times in specified date interval for selected agent Start Time Table
End Time
Break Name
Default Break Interval (min.)
Actual Break Time,
Daily total Break Time
Total Break Time
Status ( All Agents ) Daily Displaying status details ( Logged, On Break, Work, Missed Call) by agents for one specified day. Start Time Tables grouped by agents
End Time
Status Name
Status Duration
Status ( By Agent ) Daily Displaying status details for selected agent and specified day. Start Time Table & Graphic
End Time
User Status
Duration
Work Times Displaying work times in specified date interval for selected agent. Start Time Table
End Time
Work Time
Daily total Work Time
Total Work Time

Agents Reports

This group of reports is contact center related the included reports refer to agent issues in general. Other system users are not considered within these reports.

Report Description Output Format
Average Grade Of Service by Agent (hourly) (G.O.S) This report show hourly average grade of service for specified agent in a specified date range Average Grade of service in percent Graphic
Average Grade Of Service by Agent – Daily (G.O.S (Daily)) This report show hourly average grade of service for specified agent in a specified date range ( there is a different graphic for each day in the specified date range) Average Grade of service in percent Graphic
Private Calls ( All Agents ) This report show details about the agent private calls in the specified date range. Agent Table
Agent Extension
Department
Number of calls
Talk Time
% of total talk time
Private Calls ( By Agent ) This report show detailed information about the agent private calls for the specified agent in the specified date range. Call Date Table
Start Time
Calling Number
Called Number
Direction I/O ( Inbound/Outbound)
Talk Time
Daily Total Number of Calls
Daily Total Talk Time
Total Number of Calls
Total Talk Time
All User Calls ( By Agent) This report show detailed information about all user calls for the specified agent in the specified date range. Call Date Table
Start Time
End Time The values are grouped daily
Calling Number
Called Number
I/C – Incoming calls ( Yes or No)
O/Q – Outgoing Call ( Yes or No)
Int – Internal Call ( Yes or No)
Talk time
All User Calls ( By Agent) #2 This report show detailed information about all user calls for the specified agent in the specified date range.* Difference with the report All User Calls ( Per Agent ) is that this report has no “Business hours only” parameter, Call Date Table
Start Time
End Time The values are grouped daily
Calling Number
Called Number
I/C – Incoming calls ( Yes or No)
O/Q – Outgoing Call ( Yes or No)
Int – Internal Call ( Yes or No)
Talk time

Call History Reports

These reports contain system wide information and not only contact center related information.


Report Description Output Format
External Calls Per User This report shows information about the user external calls for the specified user in the specified date range. Call Date Table
Start Time
End Time
CLI -
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
* The values are grouped daily
Incoming Calls (Free Calls) - Per User This report shows incoming - free calls details for the specified user in the specified date range. Start Time, Table
End Time,
Calling Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Incoming Calls (International) - Per User This report shows incoming - international calls details for the specified user in the specified date range. Start Time, Table
End Time,
Calling Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Incoming Calls (Mobile/Cell) - Per User This reports show incoming - mobile/cell calls details for the specified user in the specified date range. Start Time, Table
End Time,
Calling Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Incoming Calls (Other External Calls) - Per User This report shows incoming - *other calls details for the specified user in the specified date range. Start Time, Table
*other calls means not international, free, pay, mobile/cell and specific calls End Time,
Calling Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Incoming Calls (Specific Calls) - Per User) This report shows incoming - *specific calls details for the specified user in the specified date range. Start Time, Table
*incoming specific calls means incoming calls filtered by specific call number prefix End Time,
Calling Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Incoming Calls Per User This report shows information about the incoming calls for the specified user in the specified date range. Calling Number, Table
Date of call,
Start Time,
End Time,
Length of call,
Daily total length of calls per calling number
Daily total number of calls per calling number
Total length of calls
Total number of calls
* The values are grouped daily per calling number
Incoming Calls Report - Group This report shows information about all incoming calls grouped by departments. Department, Table
User,
Extension,
Total number of calls per user,
Total ring time per user,
Total talk time per user,
Total number of calls, ring time and talk time per department.
* The values are grouped by departments
Incoming Calls Report – Group Summary This report shows summary information about the incoming calls per departments. Department, Table
Total number of calls per department,
Total ring time per department,
Total talk time per department,
Total number of calls, total ring time and total talk time ( all departments ).
Incoming Calls Report - User This report shows information about the incoming calls for the specified user in the specified date range. Start Time, Table
CLI – Calling number
Ring Time,
Talk Time,
Daily total number of calls
Daily total ring time
Daily total talk time
Total number of calls
Total talk time
* The values are grouped daily
Incoming Calls Report – User Summary This report shows summary information about the incoming calls per users. User First name, Table
User Surname,
User Extension,
Total number of calls per user,
Total ring time per user,
Total talk time per user,
Total number of calls, total ring time and total talk time ( all users ).
Internal Calls Per User This report shows information about the internal calls for the specified user in the specified date range. Call Date Table
Start Time
End Time
CLI -
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
* The values are grouped daily
Missed Calls (Incoming) - Per User This report shows incoming - missed calls details for the specified user in the specified date range. Start Time, Table
End Time,
Missed Call Time,
Daily total missed call time,
Total missed call time,
Total number of missed calls,
*The values are grouped daily
Missed Calls (Incoming) - Per User #2 This report shows incoming - missed calls details for the specified user in the specified date range. ( Including calling number details ) Start Time, Table
End Time,
Calling Number,
Missed Call Time,
Daily total missed call time,
Total missed call time,
Total number of missed calls,
*The values are grouped daily
Missed Calls (Outgoing) - Per User This report shows outgoing - missed calls details for the specified user in the specified date range. Start Time, Table
End Time,
Missed Call Time,
Daily total missed call time,
Total missed call time,
Total number of missed calls,
*The values are grouped daily
Missed Calls (Outgoing) - Per User This report shows outgoing - missed calls details for the specified user in the specified date range. ( Including called number detauls ) Start Time, Table
End Time,
Missed Call Time,
Called Number,
Daily total missed call time,
Total missed call time,
Total number of missed calls,
*The values are grouped daily
Outgoing Calls (Free Calls) - Per User This report shows outgoing - free calls details for the specified user in the specified date range. Start Time, Table
End Time,
Called Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Outgoing Calls (International) - Per User This report shows outgoing - international calls details for the specified user in the specified date range. Start Time, Table
End Time,
Called Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Outgoing Calls (Mobile/Cell) - Per User This report shows outgoing - mobile/cell details for the specified user in the specified date range. Start Time, Table
End Time,
Called Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Outgoing Calls (Other External Calls) - Per User This report shows outgoing - *other calls details for the specified user in the specified date range. Start Time, Table
*other calls means not international, free, pay, mobile/cell and specific calls End Time,
Called Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Outgoing Calls (Pay Calls) - Per User This report shows outgoing - pay calls details for the specified user in the specified date range. Start Time, Table
End Time,
Called Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Outgoing Calls (Pay Calls) - Per User This report shows outgoing - *specific calls details for the specified user in the specified date range. Start Time, Table
*outgoing specific calls means outgoing calls filtered by specific call number prefix End Time,
Called Number,
Length of call
Daily total number of calls
Daily total length of calls
Total number of calls
Total length of calls
*The values are grouped daily
Outgoing Calls Per User This report shows information about the outgoing calls for the specified user in the specified date range. Called Number, Table
Date of call,
Start Time,
End Time,
Length of call,
Daily total length of calls per called number
Daily total number of calls per called number
Total length of calls
Total number of calls
* The values are grouped daily per called numbers
Outgoing Calls Report - Group This report shows information about all outgoing calls grouped by departments. Department, Table
User,
Extension,
Total number of calls per user,
Total ring time per user,
Total talk time per user,
Total number of calls, ring time and talk time per department.
* The values are grouped by departments
Outgoing Calls Report – Group Summary This report shows summary information about the outgoing calls per departments. Department, Table
Total number of calls per department,
Total ring time per department,
Total talk time per department,
Total number of calls, total ring time and total talk time ( all departments ).
Outgoing Calls Report - User This report shows information about the outgoing calls for the specified user in the specified date range. Start Time, Table
CLI – Called number
Ring Time,
Talk Time,
Daily total number of calls
Daily total ring time
Daily total talk time
Total number of calls
Total talk time
* The values are grouped daily
Outgoing Calls Report – User Summary This report shows summary information about the outgoing calls per users. User First name, Table
User Surname,
User Extension,
Total number of calls per user,
Total ring time per user,
Total talk time per user,
Total number of calls, total ring time and total talk time ( all users ).

Calls Reports

Report Description Output Format
Abandoned Calls Statistics This report represents details about the abandoned calls by queues. Queue, Table
Count,
% abandoned,
Max Queue Time,
Abandoned % of Queue – number of abandoned calls per queue and % of all abandoned calls for that queue ( per queue time : 0-30 sec. ,31-60 sec. , 61-90 sec. , 91-120 sec. , 121-300 sec. , 300+ sec. )
Totals for the columns : Count, Max Queue Time and number of calls for all columns showing Abandoned Calls per Queue Time interval
Average totals in percents for all columns showing Abandoned Calls per Queue Time interval
* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Abandoned Calls Statistics – Details This report represents details about the abandoned calls Call ID, Table
Call arrived time,
Queue,
Queue time,
Pickup time,
CLI ( Calling number),
Customer Company ,
Average pickup time,
Average queue time
Answered Calls Alert Times ( By Agent ) This report represent the alert times of answered calls for specified agent in the selected date range. Day, Table and Graphic
Alert time ( call pickup time ) - daily,
% of total alert time - daily,
Total alert time
Answered Calls Alert Times ( All Agents ) This report represent the alert times of answered calls for all agents in the selected date range. Agent, Table & Graphic
Alert time ( call pickup time ) - by agent,
% of total alert time - by agent,
Total alert time
Answered Calls Alert Times ( By Agent ) - Details This report represent the alert times of answered calls for specified agent in the selected date range. Time of call, Table
End of call waiting – time when the call is answered,
Alert time ( call pickup time )
Daily total alert time,
Total alert time
Answered Calls Statistics This report represent details about the answered calls by queues. Queue, Table
Count,
% answered,
Max Queue Time,
Answered % of Queue – number of answered calls per queue and % of all answered calls for that queue ( per queue time : 0-30 sec. ,31-60 sec. , 61-90 sec. , 91-120 sec. , 121-300 sec. , 300+ sec. )
Totals for the columns : Count, Max Queue Time and number of calls for all columns showing Answered Calls per Queue Time interval
Average totals in percents for all columns showing Answered Calls per Queue Time interval
* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Answered Calls – Wrap Up Information Displaying details including wrap up information for answered calls in the specified date range. Call ID, Table
Arrived At,
Queue,
Agent login,
Wrap up,
CLI – calling number
Daily total number of calls
* The values are grouped daily
Callback Calls Report Displaying callback details for all calls in the specified date/time range Call Date, Table
Queue Name,
Time of Call,
Call ID,
CLI – calling number
Agent,
Callback Number
Daily total number of callback calls by queue
Daily total number of callback calls ( all queues )
Total number of callback calls
*The values are grouped by queues and daily.
Call List By Agent Call list for selected agent in the specified date/time range Start Time, Table
End Time,
Queue Name,
Queue Time,
Talk Time,
CLI – Calling number
Grade of service
Total number of calls,
Total Queue Time,
Total talk time,
* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Call List By Queue Call list for selected queue in the specified date range Start Time, Table
End Time,
Agent,
Queue Time,
Talk Time,
CLI – Calling number
Grade of service
Total number of calls,
Total Queue Time,
Total talk time,
* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Contact Center (Per Agents) - Chart Number of calls ( Total number of calls, answered and missed calls) by agents for the specified date range. Total number of calls Graphics & Grids
Total number of Answered Calls
Total number of Missed Calls
Call Center (Per Agents) - List Number of calls ( Total number of calls, answered and missed calls), percents of calls, average queue time and talk time by agents for the specified date range. Agent, Table
Number of calls by agent ( All calls ) ( Nc)
% of total number of calls by agent
Number of answered calls by agent ( Na)
% of total number of answered calls
Number of missed calls by agent ( Nm )
% of total number of missed calls
Average queue time in seconds by agent
Average talk time in seconds by agent
Total number of calls ( Ntc)
Total number of Answered Calls ( Nta)
Total number of Missed Calls ( Ntm)
Total average queue time in seconds ( all agents )
Total average talk time in seconds ( all agents )
Contact Center (Per Queues) - Chart Number of calls ( Total number of calls, answered and missed calls) by queues for the specified date range Total number of calls Graphics & Grids
Total number of Answered Calls
Total number of Missed Calls
Contact Center (Per Agents) – Queues List Number of calls ( Total number of calls, answered and missed calls), percents of calls, average queue time and talk time by queues for the specified date range. Output values : Table
Queue,
Number of calls by queue ( All calls ) ( Nc)
% of total number of calls by queue
Number of answered calls by queue ( Na)
% of total number of answered calls
Number of missed calls by queue ( Nm )
% of total number of missed calls
Average queue time in seconds by queue
Average talk time in seconds by queue
Total number of calls ( Ntc)
Total number of Answered Calls ( Nta)
Total number of Missed Calls ( Ntm)
Total average queue time in seconds ( all queues )
Total average talk time in seconds ( all queues )
Contact Center Calls Displaying call details ( missed, answered and abandoned calls) in the selected date/time range. --Missed Calls Table
Call ID, Arrived At, Agent, Queue, Missed Call Time (sec.), CLI – calling number
Average missed call time ( sec.), Total number of missed calls.
--Abandoned Calls
Call ID, Arrived At, Queue, Queue Time (sec.), CLI – calling number,
Average queue time ( sec.), Total number of abandoned calls.
--Answered Calls
Call ID, Arrived At, Queue,Agent, Queue Time (sec.), Talk Time (sec,), Pickup Time (sec.) CLI – calling number,
Average queue time ( sec.), Average talk time ( sec.), Average pickup time (sec.)
Total number of answered calls.
Contact Center Summary Number of calls, average queue time, talk time and pickup time by queues for the specified date/time range. Queue, Table
Total number of call per queue,
Average pickup time (sec.),
Average talk time (sec.)
Average queue time (sec.)
Total number of calls,
Total average pickup time, queue time and talk time
Contact Center Summary #2 Number of calls, average queue time, talk time and pickup time, number of callback calls and queue time by queues for the specified date range. Queue, table
Total number of call per queue,
Average pickup time (sec.),
Average talk time (sec.)
Average queue time (sec.)
Callback Calls per queue
Queue Time
Total number of calls,
Total average pickup time, queue time and talk time
Total number of callback calls
Total Queue Time
Contact Center Summary - Details Number of calls ( Total number of calls, answered and abandoned calls), average queue time, talk time and pickup time by queues for the specified date/time range. Queue, Table
Total number of call per queue,
Average pickup time (sec.),
Average talk time (sec.)
Average queue time (sec.)
Callback calls
Answered Calls
Abandoned Call
Total number of calls,
Total average pickup time, queue time and talk time
Total number of answered calls
Total number of abandoned calls
Contact Center Summary Answered Calls Number of calls, average queue time, talk time and pickup time, number of callback calls and queue time of answered calls by queues for the specified date range. Queue, Table
Total number of call per queue,
Average pickup time (sec.),
Average talk time (sec.)
Average queue time (sec.)
Callback Calls per queue
Queue Time
Total number of calls,
Total average pickup time, queue time and talk time
Total number of callback calls
Total Queue Time
Missed Calls Report Displaying details for missed calls in the specified date/time range. Call Date, Table
Queue Name,
Time of Call,
Call ID,
CLI – calling number,
Customer name,
Customer company,
Daily total number of missed calls by queue
Daily total number of missed calls ( all queues )
Total number of missed calls
*The values are grouped by queues and daily.

Performance Reports

Report Description Output Format
Abandoned Calls Per Hour Hourly representation of all abandoned calls in the specified date range Number of abandoned calls Table and Graphic
% of all abandoned calls
Total number of abandoned calls
Agent Call Percentage - Percentage of calls received by agents (All Queues) Displaying information about the percentage and number of calls received by agents. Agent yes
Number of calls by agent,
% of total number of calls ( all agents),
% of total talk time ( all agents),
Total number of calls for all agents,
Agent Performance Details This report show agent performance details for specified agent in a specified date/time range Queue Name Table
Start Time
Pickup Time
Talk Time
Grade of Service
Daily Total Number of Calls, Pickup Time, Talk Time per queue
Daily Average Grade of Service per queue
Total Number of calls
Total Average Pickup Time, Talk Time and Grade of Service
* The values are grouped by queue and by day
Answered Calls Per Hour Hourly representation of all answered calls for specified date range. Number of answered calls Table and Graphic
% of all answered calls
Total number of calls
Call Traffic By Queue Per Hour Hourly representation of the number of calls for specified queue in the selected date range. Time, Table & Graphic
Number of calls
Total number of calls
% of total number of calls
Call Traffic By Queue Per Hour (Daily) Hourly representation of the number of calls for specified queue in the selected date range. (there is a different graphic and table for each day) Time, Table & Graphic
Number of calls
Total number of calls
% of total number of calls
Contact Center Traffic Per Hour Hourly representation of the number of calls in the selected date range. (Contact Center Traffic – Daily has different graphic and table for each day) Time of call, Table & Graphic
Number of calls
Total number of calls
% of total number of calls
Contact Center Traffic per Hour – Daily Hourly representation of the number of calls in the selected date range. (there is a different graphic and table for each day) Time ( Hourly interval ), Table & Graphic
Number of calls
Total number of calls
% of total number of calls
Missed Calls Per Hour Hourly representation of all missed calls in the specified date range. Number of missed calls Table and Graphic
% of all missed calls
Total number of missed calls

Queues Reports

Report Description Output Format
Agent Call Queue specific - Displaying information about the percentage and number of calls received by agents for selected queue in specified date range. Agent, Table and Graphic
Percentage of calls received by agents (By Queue) Number of calls by agent,
% of total number of calls ( all agents),
% of total talk time ( all agents),
Total number of calls for all agents,
Agent Properties Displaying the agent properties for all available agents. Agent Table
Queue
Agent Type ( Primary or Overflow)
Callback Calls ( Yes or No)
Start Calls Overflow
Start Seconds Overflow - Seconds of call in queue before it is delivered to Overflow Agent
Work Time - in seconds
Grand Totals for Start Call Overflow, Start Seconds Overflow and Work Time
* The values are grouped by agents
Agent Queue Load -- This report shows queue load information for the specified agent in the specified date range. Queue Table & Graphic
Queue Load Per Agent Number Of Call ( by queues)
% of total number of calls
Total Number of calls
Average Grade Of Service Per Queue Hourly representation of the average grade of service for specified queue in the selected date range. (Average GOS Per Queue – Daily has different graphic for each day) average grade of service (0-100%) Graphic
Average Grade Of Service Per Queue – Daily Hourly representation of the average grade of service for specified queue in the selected date range. (there is a different graphic for each day) average grade of service (0-100%) Graphic
(there is a different graphic for each day)
Missed Calls Per Queue Missed calls grouped by queues for call in the specified date range. Queue Name, Table and Graphic (Pie chart)
Number of missed calls (per Queue),
% of total number of missed calls
Total number of missed calls
Queue Summary Details Queue summary details for selected queue and specified date range. Answered Calls, Grid and Graphic
Abandoned Calls,
Other calls,
Maximum Queue time for answered calls,
Minimum Queue time for answered calls,
Average Queue time for answered calls,
Maximum Queue time for abandoned calls,
Minimum Queue time for abandoned calls,
Average Queue time for abandoned calls,
Maximum Talk time for answered calls,
Minimum Talk time for answered calls,
Average Talk time for answered calls,
Total number of calls
Average grade of service for selected queue
Queue Traffic Comparison Queue traffic comparison by numbers of calls for selected date/time range. Queue Name, Table and Graphic (Pie chart)
Number of calls (per Queue),
% of total number of calls
Total number of calls

User Presence Status

Report Description Output Format
User Presence Status ( All Users ) - Daily This report shows the user presence status details for the “daily” office statuses : Meeting, Break, Lunch, Gone out, DND . The report data is selected for a specified day ( date ) and grouped by users. Start Time, Table
End Time,
Status ( Meeting, Break, Lunch, Gone out, DND- Do Not Disturb )
Duration,
* The values are grouped by users
User Presence Status ( All Users ) This report shows the user presence status details for the two “longest” statuses : Sick and Holiday. User, Table
*The duration of these statuses in most of the cases will be in days unlike the duration of the others office statuses ( Meeting, Break, Gone Out,Lunch and DND) usually measured in minutes and hours. Start Time,
End Time,
Status ( Sick or Holiday)
Duration,
Total duration time per user,
Total duration time for all users,
* The values are grouped by users
User Presence Status ( By User ) - Daily This report shows the user presence status details for the “daily” office statuses : Meeting, Break, Lunch, Gone out, DND . The report data is selected for a specified user and the specified day ( date ) Start Time, Table & Graphic*
End Time,
Status ( Meeting, Break, Lunch, Gone out, DND- Do Not Disturb )
Duration
User Presence Status ( By User ) This report shows the user presence status details for the two “longest” statuses : Sick and Holiday. The report data is selected for a specified user in the specified date range. Start Time, Table
*The duration of these statuses in most of the cases will be in days unlike the duration of the others office statuses ( Meeting, Break, Gone Out,Lunch and DND) usually measured in minutes and hours. End Time,
Status ( Sick or Holiday)
Duration,
Total duration time for the selected user,

Wrap-up Codes

The focus of these reports is set to display Wrap-up Code Usage for all queues, per queue, per wrap-up and per wrap-up group

Report Description Output Format
Wrap-up Code Usage All Queues This report shows wrap-up code usage details in the specified date/time range. Wrap-up description, Table and Graphic ( Pie chart displaying number of calls and % of total number of calls per wrap-ups)
Count ( Number of Calls ) - per wrap-up
% of total number of calls
Average Talk Time -per wrap-up
Talk Time – per wrap-up
Average Queue Time – per wrap-up
Totals for all previous values ( Average Talk Time, Talk Time, Average Queue Time)
* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Wrap-up Code Usage Per Queue This report shows wrap-up details for specified queue. Wrap-up description, Table and Graphic ( Pie chart displaying number of calls and % of total number of calls per wrap-ups)
Count ( Number of Calls ) - per wrap-up
% of total number of calls
Average Talk Time -per wrap-up
Talk Time – per wrap-up
Average Queue Time – per wrap-up
Totals for all previous values ( Average Talk Time, Talk Time, Average Queue Time)
* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Wrap-up Code Usage Per Wrap-up Group This report shows wrap-up details for selected wrap-up group in the specified date range . Wrap-up description, Table and Graphic ( Pie chart displaying number of calls and % of total number of calls per wrap-ups)
Count ( Number of Calls ) - per wrap-up
% of total number of calls
Average Talk Time -per wrap-up
Talk Time – per wrap-up
Average Queue Time – per wrap-up
Totals for all previous values ( Average Talk Time, Talk Time, Average Queue Time)
* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Wrap-up Code Usage Per Wrap-up This report shows wrap-up details for specified wrap-up. Queue Name, Table and Graphic ( Pie chart displaying number of calls and % of total number of calls per queues)
Count ( Number of Calls ) - per queue
% of total number of calls
Average Talk Time -per queue
Talk Time – per queue
Average Queue Time – per queue
Totals for all previous values

Other

These reports contain system wide information and not only contact center related information.


Report Description Output Format
Call History Per User Displaying call history information for the specified user in the selected date range. Call Date Table
Start Time
Calling Number,
Called Number,
Direction I/O ( Inbound / Outbound),
Talk Time,
Daily total number of calls,
Daily total talk time,
Total number of calls,
Total talk time
* The values are grouped daily
Default Break Information Default break information ( Break name and default break interval in minutes ) Break name and default break interval in minutes Graphic
External Directory User Details This report display information about the user external directory ( User company, first name, surname, business phone 1, business phone 2, home phone and mobile phone ) User Company Table
First name
Surname
Business ph. 1
Business ph. 2
Home phome
Mobile Phone
Internal Directory User Details This report shows information about the user internal directory. User, Table
Email,
External 1,
External 2,
Mobile phone,
Home phone,
Fax
Voice-mail Center ( All users ) This report shows voice-mails details in the specified date range. User, Table
Call Start Time,
Office Status (Office, Meeting, Sick, Break, Gone out, Holiday, Lunch, Home, DND),
Calling Number,
Priority (Normal, Urgent, Private)
Duration,
Total number of daily voice-mail messages,
Total number of voice-mail messages,
* The values are grouped daily
Voice-mail Center ( By User ) This report shows voice-mails details for selected user in the specified date range. Call Start Time, Table
Office Status (Office, Meeting, Sick, Break, Gone out, Holiday, Lunch, Home, DND),
Calling Number,
Priority (Normal, Urgent, Private)
Duration,
Total number of daily voice-mail messages,
Total number of voice-mail messages,
* The values are grouped daily
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