Samsung Smart Center Reports User Guide
Samsung SmartCentre
Reports
Samsung Telecommunications America reserves the right without prior notice to revise information in this guide for any reason. Samsung Telecommunications America also reserves the
right without prior notice to make changes in design or components of equipment as engineering and manufacturing may warrant. Samsung Telecommunications America disclaims all
liabilities for damages arising from the erroneous interpretation or use of information presented in this guide. All rights reserved.
Produced and distributed under license from Sension Limited, UK. Copyright 2000 Sension Limited,
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Table of Contents
1 Introduction 1-1
2 Report Concepts and Terminology 2-1
2.1 Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-1
2.2 Shifts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.3 Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.3.1 Filter Elements Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.4 Report Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3
3 What Type of Report? 3-1
4 Which Report Template? 4-1
4.1 Event Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1
4.1.1 Agent Event Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1
4.1.2 Extension Event Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-2
4.1.3 Line Group Event Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3
4.2 Traffic Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3
4.2.1 Traffic Reports for Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3
4.2.1.1 Agent Group Traffic Report . . . . . . . . . . . . . . . . . . . . . . . . . .4-4
4.2.1.2 Agent Group Traffic Profile Report . . . . . . . . . . . . . . . . . . . . . .4-5
4.2.1.3 Agent Traffic Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-5
4.2.1.4 Agent Traffic Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . .4-6
4.2.2 Traffic Reports for Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-7
4.2.2.1 Extension Group Traffic Report . . . . . . . . . . . . . . . . . . . . . . . .4-8
4.2.2.2 Extension Group Traffic Profile . . . . . . . . . . . . . . . . . . . . . . . .4-8
4.2.2.3 Extension Traffic Report . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-9
4.2.2.4 Extension Traffic Profile Report . . . . . . . . . . . . . . . . . . . . . . .4-10
4.2.3 Traffic Reports for DIDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-11
4.2.3.1 DID Group Traffic Report . . . . . . . . . . . . . . . . . . . . . . . . . . .4-11
4.2.3.2 DID Group Traffic Profile . . . . . . . . . . . . . . . . . . . . . . . . . . .4-12
4.2.3.3 DID Traffic Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-13
4.2.3.4 DID Traffic Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14
Q Table of Contents
4.2.4 Traffic Reports for Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14
4.2.4.1 Line Group Traffic Report . . . . . . . . . . . . . . . . . . . . . . . . . . .4-15
4.2.4.2 Line Group Traffic Profile . . . . . . . . . . . . . . . . . . . . . . . . . . .4-16
4.2.4.3 Line Traffic Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-9
4.3 Utilization Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-17
4.3.1 Agent Utilization Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14
4.3.2 Agent Utilization Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-18
4.3.3 Extension Utilization Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-19
4.3.4 Extension Utilization Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . .4-19
4.4 Contention Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-17
4.4.1 Contention Report (Standard) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-20
4.4.2 Contention Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-21
4.5 Wait Time Distribution Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-21
4.6 Sample Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-22
5 Using MIS Reports to Improve Performance 5-1
5.1 Queue Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-1
5.1.1 Abandoned Calls and Long Waits . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-1
5.1.2 Complaints of Busy Signals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.2 Other Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.2.1 Unexpected Out-of-Hours Customer Demand . . . . . . . . . . . . . . . . . . . . .5-2
5.2.2 Complaints About Too Many Transfers . . . . . . . . . . . . . . . . . . . . . . . . . .5-3
6 Glossary of Reporter Terminology 6-1
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Introduction
One of the components that comes with the SmartCentre VR and VAR is the SmartCentre
Reporter. This is a separate program that can be used to collate, view, print and export historical
reports.
This document is designed to give the user a more in-depth understanding of the architecture of
the Reporter module which will enable them to create the appropriate report template and understand how to interpret the information provided. To maximize the benefit of this document, users
should understand how the programming in the Configurator in SmartCentre could affect the
Reporter. The key here is that the Configurator must mirror the telephone system configuration,
otherwise the information collated by the Reporter will be inaccurate.
While SmartCentre is running, the Reporter logs all monitored telephone traffic to hard disk for
analysis.
To simplify the process of reporting, SmartCentre Reporter provides the concept of a "report template" to define the contents of a report. You can create any number of report templates. Once created the report template handles most of the details concerning the collation of an individual
report.
Reports can be collated with respect to any number of defined weekly shifts. For example if two
sets of agents manage the call center at different times during each day of the week, then
SmartCentre Reporter can generate reports for each shift as necessary.
Once collated you can either view the report on screen or send a copy to the printer. Note that if
you have a color printer, SmartCentre Reporter can produce color printouts if required.
SmartCentre VAR allows you to export the contents of a report to a text file in comma-delimited
format suitable for import into many commercial spreadsheet programs.
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1
Report Concepts and Terminology
To understand the SmartCentre Reporter is vital to understand some of the key concepts and terminology used in the product. Reference is made to devices, templates, shifts and filters, which are
all described in this section.
Further terminology is found in the Glossary of Reporter Terminology, section 6 of this document.
2.1 Devices
SmartCentre refers to lines, DIDs, extensions and agents as devices. The user can create "groups"
and "super groups" of devices. A group is simply a collection of devices and a super group is a
group of groups.
The SmartCentre Reporter reports on individual devices, groups and super groups.
To ensure the accuracy of the reports it is vital that the configuration of the telephone system is
reflected in the programming of SmartCentre. The following devices can be configured using the
Configurator:
a) Lines
In the context of SmartCentre, a line represents either one of your external trunks connected
to the switch being monitored or one of your network tie lines connecting the monitored
switch to some other external switch.
Each line can handle only one telephone call at any one time. These calls are denoted as incoming or outgoing calls depending on whether the call was originated outside or inside the monitored switch.
b) DIDs
A Direct Inward Dial (DID) number is a dynamic numeric attribute assigned to a line on an
incoming call. A DID call can be routed to groups of extensions/agents or to an individual
extension/agents depending how the call routing software within the switch has been programmed. If configured correctly, SmartCentre MIS can monitor in real time and historically
the activity of inbound calls associated with DID numbers.
c) Extensions
An extension is the physical telephone handset at which an agent can receive incoming calls,
make outgoing calls or handle other forms of internal telephony traffic.
d) Agent - UCD Members on 400si
An agent is the telephone operator who handles calls at an extension. Agents are identified
from the extension number they log in to the group from switch. These agents are typically
members of a UCD group within the 400si.
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2
2.2 Shifts
Before a report can be created the user must program SmartCentre with shifts. These are used to
filter data collected outside the times the user is interested in. In addition to being used to create
reports during real working shifts, other shifts can be used to allow the user to understand what
happens outside normal working hours or perhaps at certain times of the week (e.g. Mondays) or
at certain times of the day (e.g. lunch time). This way it is possible, for example, to create a report
over a six-month period only looking at the activity on Mondays.
2.3 Filters
The standard items that make up a report template tend to analyze your call center from one point
of view only. For example, consider the DID Traffic Report and the Agent Traffic Report, these
two reports analyze DID traffic and the associated agent traffic in isolation.
What if your call center is set up to route a series of DID numbers to the same group of agents.
To obtain the performance of each agent on a per DID basis you need to attach report filters to
the afore-mentioned report items.
In this example you could either create a series of DID traffic reports, each filtered to a different
agent, or you could create a series of agent traffic reports each filtered to a different DID number.
2.3.1 Filter Elements Supported
A report filter is made up of a logical combination of filter elements. Each report item within a
report template can have a different report filter attached to it if necessary. The following filter elements are supported:
a) Line Filter Element
This filter element accepts only calls that were connected to a specific line.
b) DID Filter Element
This filter element accepts only calls that were associated with a specific DID number.
c) Extension Filter Element
This filter element accepts only calls that were connected to a specific extension.
d) Agent Filter Element
This filter element accepts only calls that were connected to a specific agent.
e) Line Group Filter Element
This filter accepts only calls that were connected to lines within a specified line group.
f) DID Group Filter Element
This filter element accepts only calls that were associated with DID numbers within a specified DID group.
g) Extension Group Filter Element
This filter element accepts only calls that were connected to extensions within a specified
extension group.
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h) Agent Group Filter Element
This filter element accepts only calls that were connected to agents within a specified agent
group.
i) Extension Queue Group Filter Element
This filter element accepts only inbound calls that were finally queued to a specific extension
group.
j) Agent Queue Group Filter Element
This filter element accepts only inbound calls that were finally queued to a specific agent
group.
k) Dialed Digits Filter Element
This filter element accepts only calls whose inbound/outbound dialed digits match a specified
string. Note that the character * may be used at any point to denote that the filter will accept
dialed digit strings which are identical up to that point but differ afterwards.
2.4 Report Templates
In order to run a report over a given time period there are a number of pieces of information
required before the report can be run. We have already covered the importance of the accurate configuration of SmartCentre and the need to create shifts. The other thing that the user needs to
understand is the structure of a report template.
Templates are created by the user to provide relevant information for the selected devices being
monitored. Templates contain user-selected report items that can be added to a template. These
report items can also be configured by the user to include or exclude certain event or traffic types.
Bear in mind the fact that Event Reports are highly detailed and therefore it is unlikely that you
would want to run an Event Report over long periods of time. Similarly Profile Reports that are
suitable for daily use (say with hourly resolution) would not make sense if the report were being
compiled over a six-month time frame. This being the case you will be advised to create many templates all designed for specific use and each containing appropriate report items.
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What Type of Report?
This section is designed to help users understand which types of report to use to display the information they require. The terms used on the reports are explained in the next section.
Your SmartCentre product may not have all of the reports listed. Refer to the Product Description
to check which reports your SmartCentre product supports.
There are six groups of reports:
a) Event Reports
These are very detailed essentially giving a step-by-step account of what happened on a particular device or group of devices. Event Reports are available for Agents, Extensions and Line
Groups.
b) Traffic Reports
Traffic Reports are designed to give an overview of activity and performance against certain
parameters. Traffic Reports are available for Agents and Agent Groups, Extensions and
Extension Groups, Lines and Line Groups and DIDs and DID Groups. There are two formats
for Traffic Reports: "standard" and "profile". All Traffic Reports can be presented in a standard
format but some Traffic Reports are also available profiled over flexible time periods.
c) Utilization Reports
Utilization Reports can be used to measure how a resource is being used. This information is
displayed as the percentage of time that a device or device group has been involved in certain
types of activity. Utilization Reports can be presented as standard or profiled over flexible time
periods.
d) Contention Reports
Contention Reports are used to show how much time a resource (line/agent) is unused.
Contention Reports can be presented as standard or profiled over flexible time periods.
e) Wait Time Distribution Reports
Wait Time Distribution Reports are used to profile the wait time to show the distribution of
either answered, abandoned calls or both combined in a single chart.
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3
Which Report Template?
Having established the type of report you need, use this section to help choose exactly the right
report for your needs. This section includes a list of the available report items that can be included in a report template for your reference.
4.1 Event Reports
There are three types of event reports, each recording all events that occur on the specified device
(agent, extension or line group). Events are caused by the device, such as an agent, receiving an
incoming call, accepting a call, dialing an intercom or outgoing call, among others.
4.1.1 Agent Event Report
This report shows exactly what an individual agent has been doing over a period by examining all
events caused by the agent's activities.
The following types of agent events and call types are supported:
• Agent logs on.
• Agent logs off.
• Agent has gone into wrap-up.
• Agent is unavailable to take calls.
• Agent is available to take calls again.
• Agent has received an incoming call.
• Agent has received a ring on call (a call that rang at the agent but was not answered at the
agent).
• Agent has made an outgoing call.
• Agent has made/received an internal/intercom call.
The following call statistics information is provided for each call event:
• The number/name of the extension the agent is logged on at.
• The start time and date of the call.
• The total duration of the call.
• The amount of time the call rang at the agent (only applicable to incoming calls).
• The amount of talk time.
• The amount of call handling time (includes talk, held and wrap-up time).
• The amount of time the call was held at the agent.
• The amount of wrap-up time the call required.
• The device number, name and group name of the device that the agent was connected to.
• The device number and name of the extension/agent the call was transferred from.
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• The transfer position number indicating whether this extension was the first/second/third, etc.
to receive the transferred call.
• The device number and name of the extension/agent the call was transferred to.
• The dialed digits for the call. In the case of incoming calls the CLI for call will be displayed
here.
The report is presented in a call event per row format. Pagination of the report will occur if either
there are too many call events to fit in the height of a page or there are too many statistics parameters to fit in the width of a page.
4.1.2 Extension Event Report
An extension event report provides an event/call trace for a selected extension.
The following type of extension events and call types are supported:
• Extension logs on as an agent.
• Extension logs off.
• Extension has gone into wrap-up.
• Extension is unavailable to take calls.
• Extension is available to take calls again.
• Extension has received an incoming call.
• Extension has received a ring on call (a call that rang at the extension but was not answered at
the extension).
• Extension has made an outgoing call.
• Extension has made/received an internal/intercom call.
The following call statistics information is provided for each call event:
• The agent number/name if the extension is logged on.
• The start time and date of the call.
• The total duration of the call.
• The amount of time the call rang at the extension (only applicable to incoming calls).
• The amount of call handling time (includes talk, held and wrap-up time).
• The amount of talk time.
• The amount of time the call was held at the extension.
• The amount of wrap-up time the call required.
• The device number, name and group name of the device that the extension was connected to.
• The device number and name of the extension/agent the call was transferred from.
• The transfer position number indicating whether this extension was the first/second/third etc.
to receive the transferred call.
• The device number and name of the extension/agent the call was transferred to.
• The dialed digits for the call. In the case of incoming calls the CLI for call will be displayed
here.
The report is presented in a call event per row format. Pagination of the report will occur if either
there are too many call events to fit in the height of a page or there are too many statistics parameters to fit in the width of a page.
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4.1.3 Line Group Event Report
A line group event report provides an event/call trace for a selected line group. You can select the
call types in which you are interested, for example, incoming, outgoing or abandoned calls. For
example to see a list of all abandoned calls the call center experienced, compile a line group event
report for all lines, selecting abandoned calls only. This report can be useful in finding out the
Calling Line Identity (CLI) of the customers who abandoned, so their calls may be returned.
The following type of line events and call types are supported:
• Line went busy on an incoming call.
• Line went busy on an abandoned call.
• Line went busy on an outgoing call.
The following call statistics information is provided for each call event.
• The number/name of the Line that call appeared on.
• The number/name of the DID that was associated with the line.
• The start time and date of the call.
• The total duration of the call.
• The amount of time the line was ringing.
• The amount of call handling time (includes ring, talk, and held time).
• The amount of talk time.
• The amount of time the line was put on hold.
• The device number, name and group name of the device that the line was connected to.
• The transfer count, i.e. how many times this call was transferred between agents/extensions.
• The dialed digits for the call. In the case of incoming calls the CLI for call will be displayed
here.
The report is presented in a call event per row format. Pagination of the report will occur if either
there are too many call events to fit in the height of a page or there are too many statistics parameters to fit in the width of a page.
4.2 Traffic Reports
There are 15 types of traffic reports, including those relating to agents, extensions, lines and DIDs.
4.2.1 Traffic Reports for Agents
There are four different report templates available on SmartCentre for traffic reporting on agents:
• Agent Group Traffic Report - provides a breakdown of traffic information for all agent groups
within an agent super group (group of groups), such as "All Agents".
• Agent Group Traffic Profile Report - provides a profile of traffic information for an agent
group, such as "Sales" or "Support", over a number of time periods.
• Agent Traffic Report - provides a breakdown of the traffic for individual agents within an
agent group.
• Agent Traffic Profile Report - provides a profile of traffic information for an individual agent
over a number of time periods.
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