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The End-to-End Solution for the One-on-One Business.
Increase Sales
Reduce Abandoned Calls
User Guide for
MIS Reporting Package
Increase Service
Increase Agent Productivity
Reduce Operating Expenses
Reduce Time in Queue
Page 2
User Guide
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Issue 1-June 1999
PN: 9855-00
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Contents
Introd uction ... ....... .... ...... .... ...... .... ...... .... ...... .... ...... .... ...... ... 1
Real Time Screens ...............................................................1
Color Codes of Displays ..................................................2
Real Time Window ..........................................................2
Creating a composite real time screen .............................3
Graph Windows ..................................................................4
Statistics Windows - Changing Shift/Interval Time ........5
Using Al t e rn ative La b e l s .................................................6
Lock Function ..................................................................7
Large Cha r a c t e r W indows .................................................7
Parameter Title Bars .........................................................7
Status W in d o w s ...................................................................8
Alarm s Co n figura t i o n ......................................................8
What is the Reporter? ........................................................10
How Does the Reporter Work? ........................................10
Report Concepts and Terminology ...................................11
Devices ..... ......... ...... ........ ...... ........ ...... ........ ...... ........ ...... .11
Shifts ................................................................................13
Filters ...............................................................................13
Filter elements supported ............................................13
Report Templates .............................................................16
What Type of Report? ........................................................16
Event Repo rts ...... .............................................................19
Traffic Reports .... .............................................................22
Traffic Reports for Agents ..........................................22
Traffic Reports f o r Li n e s .............................................3 2
Traffic Reports f o r D IDs .............................................3 6
Utilization Reports ...........................................................40
Contention Reports ..........................................................43
Contention Report (standard) ......................................43
Contention Profile Report ...........................................43
Distri b u tio n Re p o rts ...... ...................................................44
Account Code Report .... .......... .......... .......... .......... .......... . 44
Working with Report Templates .......................................45
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Customizing Report Templates ........................................45
Event Repo rts ...... .............................................................46
Traffic and Traffic Profile Reports ..................................47
Traffic Reports ............................................................47
Agent Traffic Report ...................................................49
Traffic Profile Reports ................................................50
Group Traffic Profile Report .......................................50
Agent Traffic Profile Report .......................................51
Distri b u tio n Re p o rts ...... ...................................................52
Utilization Reports ...........................................................52
Extension Utilization Profile Report ...........................54
Account Code Report .... .......... .......... .......... .......... .......... . 55
Contention Reports ..........................................................56
Standard Contention Report ........................................56
Contention Profile Report ...........................................57
Creating a New Report Template .....................................58
Compiling a New Report ....................................................59
Printing Reports ...............................................................60
Filte ri n g D at a U si n g Sh i fts .... ..........................................6 0
Adding Filters to Report Items ............................... ...... ....61
Exporting and Importing Data .........................................62
Saving Generated Reports ................................................62
Recalling a Saved Report ............................................62
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Figures
Composite Real-time Screen Temp late Drop Down Menu ..3
Composite Real Tim e S c r e e n ...............................................4
Real Time Call Statistics Dialogue Box ...............................5
Agent Statistics Window ......................................................6
Properties for the Agent Statistics Window .......................... 6
Alarms Configuration Dialog Box ........................................9
Alarms Configuration Dialogue Box ....................................9
Reporter Toolbar ...................................................................45
Configure Report Template Dialog Box ...............................45
Configure Agent Event Report Dialog Box ..........................46
Configure Agent Group Traffic Report Dialog Box .............48
Configure Agent Traffic Report Dialog Box ........................49
Configure Agent Group Traffic Profile Report Dialog Box .50
Configure Agent Traffic Profile Report Dialog Box ............51
Configure Wait Time Distribution Report ............................52
Agent Utilization Report Template Dialog Box ...................53
Extension Utilization Profile Report Dialog Box .................54
Account Code Report Dialog Box ........................................55
Configure Contention Report Template Dialog Box ............56
Configure Contention Profile Report Template Dialog Box 57
Discovery ACD MIS and Reporter Toolbars ........................58
Reporter Toolbar ...................................................................60
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Tables
Devices .. .... ... .... .. .... .. .... .. .... .. .... .. .... .. .... .. .... .. .... .. .... .. .... .. .... .. .1 2
Filter Elements Supported ....................................................14
Availab le Reports .................................................................1 7
Event Reports ........................................................................20
Agent Traffic Reports ...........................................................23
Extension Traffic Reports .....................................................28
Line Traffic Reports ..............................................................33
DID Tra ffi c Repor t s ..............................................................37
Utilization Reports .................................................. .......... ....41
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Introduction
Your c all cent er is important to your orga nizatio n. Afte r a ll, it’s where
you and your customers meet, where every call is a revenuegenerating opportunity. This means that there is a direct relationship
between your call center’s performance and business success.
Discovery ACD can play a significant role in that relationship,
because with Discove ry ACD you can measure cust omer sati sfacti on,
as well as e mployee productivity. Discovery ACD provides real time,
visual feedback on agent/ rep activity, queue status and cumula tive
statistics combined with a flexible reporting package, integrating all
the activities of your call cente r to offer managers the information
needed for effective de cision making.
Statistical information can be accessed in two ways:
Real Time Displays
Reports
Real Time Screens
Discovery ACD provides an extensive set of user-configurable real
time windows that display key info rmat ion such as agent status, call
queue, longest wait time or calls answered and abandoned on the PC
monitor as well as on external (traditional) wallboa rds. To help you
get familiari zed with the program and t he endless n umber of re al tim e
displays that ca n be created, Discovery ACD comes with a collection
of predefined real-time screen templates. In a typical call center
environment, a number of real-t ime screens are combined to provide
a composite view of important parameters to monitor.
With this in mind, Discovery ACD offers five types of real time
windows from which to select. Each window type has many opti ons
that can be combined and saved as a template. The f ive types of real
time windows a re as follows:
Status display - lines, extens ions, and agents can be monitored
Statistics displays - lines, DIDs, extensions, agents, and their
corresponding groups can be displayed
Calls in queue graph - five options available
Wait-time graph - five options available
Large character display – Discovery ACD
than 250 differe nt types from which to choose.
Plus
includes more
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Supervisor machine must remain active 24 hours each
day; reboot sit uations cause a tempor ary loss of real-tim e
display visibility (visibility can be regai ned by inView
client logging-off/-on ACD groups).
Color Codes of Displays
Discovery ACD simplif ies visuals using color coding to highlight the
current state of a device. The color s are as follows:
Green - device is free (i .e. , agen t av ai lab le , line free )
Blue - device is busy (i.e., agent on a call, in wrap-up,
unavailable)
Yellow - device is ringing
Red - device alarmed (i.e., waitin g time threshold exceeded)
Grey - device logged off
Real Time Window
Discovery ACD has extensive flexibility that provides easy
customization of real -time window properties with just a click of the
mouse. Perform the following steps:
1. Use the left mouse button to select the window to be edited by
clicking anywhere within that window.
2. Click-on the right mous e button to view the window pr opert ies.
A dialog box is displayed with the curr ent settings for the
selected window.
3. Edit the properties using drop-down list boxes, radio buttons,
and check boxes as appropriate. Click -on OK to view th e
updated window.
If you are creating mult iple windows of the same type or
size, edit and siz e them before creating a ne w one. Using
this method, only the device, de vice name, and
parameter need to be changed. When a new window is
created, that window default s to the same properties and
size of the last selected window.
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Creating a composite real time screen
With Discovery ACD, you can create your own real time composite
screens. The easiest way to do this, is to start with one of the default
templates wit hin the system (refer to Figure 1), copy it and change the
copy by adding new windows to match your requirements.
1. Start by select ing the template you wish to copy from the dropdown list box on the toolbar, as shown:
Figure 1: Composite Real-time Screen Template Drop Down Menu
2. Use the left mouse button to highlight and select the name of
the template, then type a new template na me over the current
name, then press Enter. This makes a copy of the template that
allows you to make changes without affecting the original.
3. Edit any windows within the default template as described in
the section, Editing a Real T ime Window in this chapter.
4. Click-on the
desired new window from the list displayed in the dialog box.
5. Windows can be moved, resized and minimized as needed
similar to othe r Windows application.
6. Save the template by clicking-on the down arrow next to the
drop-down list box on the toolbar, then selecting the template
name you are using. The new template then can be saved if
necessary.
New
document icon on the toolbar and select the
Composit e screens (refer to Figure 2) can be designed
on a per s upervisor ba sis. Howe ver, the windows should
be laid out logically and should only display relevant
information. Too many windows and too much
information can be confusing.
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Figure 2: Composite Real Time Screen
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Graph Windows
Discovery ACD also allows you the option of displaying certain
device clients in a graph-window format. Graph windows use
information from super groups – super groups must be set up in the
Configurator.
1. Open the Configurator. Select the
for the device to which you wish to add a Super Group.
2. Click-on the next number on the lis t of curr ent Super Group s or
edit an existing Super Group.
3. Click-on
Create
(unless editing an existing Super Group), the n
click-on OK in the next dialogue box.
4. Click-on
Edit Super Group
select groups fr om the bottom right list to Add t o the Groups in
Super Groups list on the le ft.
5. When complete click-on OK, then
Changes
.
6. In the real-time display create a new graph window.
7. Right-click to change the graph window properties.
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Edit Super Grou ps
button
. Give the Super Group a name and
OK
again, and
Save
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8. Select the De vice Type and in Device Name select the new
Super Group.
9. When complete click-on OK, then resize the graph window as
appropriate.
Statistics Windows - Changing Shift/ Inter val Ti m e
Advanced Statistic s Windows can be used to show real-time displays
at designated inter vals. The daily/interval tim es on the real-time
statistics can be amended to reflect the current shift and set to an
interval time of your choice (refer to Figure 3).
1. Add a new statistics window to the real-time display.
2. Select Setup then Real-time St atistics from the Setup pull -down
menu in the menu bar.
3. Set the interval time to the required length. (Between 1 and
1440 minutes).
4. Select the required daily shi ft from the list on the right
(Available Shifts) and Add to the list on the left (Daily Shifts).
You also can move the desir ed shif t to the lef t screen by
double-clicki ng on it. I f two shifts are selected, the top
shift will take priority.
5. When complete select OK.
Figure 3: Real Tim e Call Statistics Dialogue Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
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Using Alternative Labels
The titles in all stati stics windows can be changed to reflect the
appropriate inf ormation. To change the titles in the darkened area of
the Statistic s Windows (as displayed in Figure 4), use the alternative
label feature, and perform the following steps:
Figure 4: Agent Statistics Window. For further information on an y part
of this window box, refer to Help by pressing the F1 key on your keyboard .
1. Click-on the
Alternative Label
button in the properties box
(refer to Figure 5).
Figur e 5: Pr op erties for th e A g ent St ati s tic s Wi n do w .
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
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2. Create a new Real-time Statistics window (or you can change
the properties of an existing statistics window).
3. Open up the properties for the window by clicking-on the icon
or right-clicking the window.
4. In the Displayed Parameters box select the parameters you
want to show in the window.
5. In the same box, select the parameter of which you wish to
change the name. With the parameter highlighted, click-on t he
Alternative Label button.
6. In the New Label box type the name that you require for that
parameter. When done click-on OK. The new label will be
displayed next to the original label.
7. Click-on OK and notic e the new label displaye d in the
Statistics window.
Lock Function
Occasionally, supervisors might encounter the need to m onitor and
focus on a specific device. The lock fun ction provides you with the
ability to lock ont o one line, agent, etc., to view only those statistics.
This helps to avoid having too much space wasted on a display by
having all statistic s displayed.
1. With a real-tim e statistics window displayed in restored mode,
resize the window to only show titles a nd the first column of
statistics.
2. You can now scroll across to the column you wish to view and
click-on lock. This will remove the scroll ba rs and lock to that
column. To view another column click-on lock again and the
scroll bar reappears.
Large Character Windows
Parameter Title Bars
This is anothe r way of crea ting a title b ar for a large ch ara ct er
window, without having to manually t ype in text. By doing titles this
way , if a name is changed in the Configu rator , i t will autom atic ally be
updated here.
1. Create a new large character window in the real-time display.
2. Right-click to open up the properties.
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3. Select the same device type as the window containing the
parameter.
4. Select the same device name.
5. In the parameter list select the relevant title, i.e. Agent number ,
Agent name (short), Agent Name (long).
When generating a multipl e number of Large C haracte r
Windows, the Discovery ACD always revert s to the
format of the last created Large Character Window. If
you wish to make the Large Character resemble another
selection, left-click once on a La rge Charact er Window
that you wish to copy, then click-on the New Window
icon, and sel ect Large Character from the list. This wi ll
create a copy of the win dow you cl icked-on inst ead of a
copy of the last large character window created.
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Status Windows
Alarms Configuration
With Discovery ACD, audible and visual thresholds can be
configured to help al ert managers of particular situations and address
immediate issues. The alarm feature can be set up for each type of
device in the Alarm s Co nfi g urat ion dia log box (refer to Figure 6).
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Figure 6: Alar ms Configuration Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
1. Select
Setup
, then
Alarms
from the pull-down menu.
2. From the Alarms Configuration dialog box (refer to Figure 7),
click-on Audible Alarms to enable the alarms.
Figure 7: Alarms Configuration Dialogue Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
3. You can now apply filters to the alarms so that only cer tain
exceeded thresholds will beep.
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4. T o apply a fi lter select the de vice you wish to f ilt er. Now select
the filter group and remove the ticks on the alarm thresholds
you do not want to be audible.
5. When complete click-on OK, and then Close.
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What is the Reporter?
The convenience and flexibility of Discovery ACD goes beyond an
extensive set of user- configur able real time displ ays, visu al feedback,
audible and visual alarms , and color-coded windows. The Reporter,
Discovery ACD’s reporting application, provides a wide variety of
fully configurable reports on inbound and outbound call activities to
supply you the information neede d to improve operational controls.
Call volume, handling time, service leve ls and staff requirements can
be analyzed in a variety of ways. Discovery ACD can examine
workload trends and compare staff availability to actual needs.
Access to unlimited historical data can be used to forecast future
trends. Reports can even be schedule d to run automatically, saving
you time and e ffort.
All reports c an be viewed on screen or printed, and can be compiled
using data originati ng as far back as the origina l installation date,
even if upgrades are applied.
How Does the Reporter W ork?
T o enable users to creat e the appropriate reports , raw data is collec ted
by Discovery ACD from the telephone system, through the
Configurator.
The Configurator must mirro r the tel ephone system
configuratio n otherwise the information collated by the
Reporter will be inaccurate.
While the Discovery ACD is running, all monit ored telephone traffic
is logged to hard disk for analysis by the Report er. To simplify the
process of reporting, the Discovery ACD 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
individual reports.
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Report Concepts and Terminology
T o understand the Discovery ACD Reporter, it is vital to understand
some of the key concepts and terminology used in the prod uct.
Reference is made to devices , temp l ates , sh ifts an d filters, which are
all described in this se ction.
Devices
Discovery ACD treats lines, DIDs, ext ensions and agents as devices.
Create “groups” and “super groups ” of devices; a group is simply a
collection of devic es, and a super gro up is a colle ction of groups.
The Discovery ACD Reporter reports on individual devices, groups
and super groups. The following devices (refer to Table 1) can be
configured using the Configurator:
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Table 1: D evices
A Direct Inward Dial (DID) number is a dynamic numeri c at tribute assigned to a line on an
incoming call. A DID call can be rout ed to a group of extensions/agents or to an indivi dual
extension/age nt dependi ng on how the call routing s oftware within t he switc h is programme d. If
configured correctly, the Discovery ACD can monitor in real-time and historically the activity
of inbound calls associated with DID numbers.
While handling a telephone cal l it is possible for an extension /agent to enter account codes tha t
describe the nat ure of the call. Up to nine-digits can be entered per account code, and up to 20
account codes can be en tered per call. The Discovery ACD Reporter provides anal ysis of
to the swit ch being monitor ed, or one of your networ k tie li nes con nec ti ng the mon ito red swit ch
to an external switch. Each line can handle one telephone call at a time. Calls are denoted as
incoming or outgoi ng calls depending on whether it was originated outside or inside the
monitored switch.
calls, make outgoing calls, or handle other forms of internal te lephony traffic.
telephony routing facilities within the switch. T he PI N should uniquely identif y the agent if the
Discovery ACD is to give m eaningful statistics concerning the agents’ activity.
*
account code usage.
Device Description
Account
Lines In the context of Discove ry ACD, a line represents either one of the external trunks connected
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Extensions Extension is the physical telephone handset or station at which an agent can receive incoming
Agent An agent is the telephone operator who handles calls at an exte nsion to enable call center
DIDs
Code
* Not Supported Until KSU Feature Package 2.
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Shifts
Before a report can be created, the user must program the appropria te
shifts into the Discover y ACD Configur ator. In addition to bei ng used
to create reports during r eal wor king shifts, other shift times can be
used to allow the user to better understand what happens outside
normal working hours, or perhaps at certain times of the week (for
example, on Mondays) or at certain times of the day (such as during
break times). In this way it is possible for a report to cover a sixmonth period only looking at the activity on Mondays.
Filters
The standard items that make up a report templat e tend to analyze a
call center from a singular point of view only. For example, consider
the Agent Traffic Report and the Extension Traffic Report. These two
reports anal yze A g ent traffi c an d the asso ci a te d Exte n sion traffic in
isolation.
If your call center is set up to route calls to a part icular group of
extensions, the performance of each agent on a per extension basis
could be obtained by attaching r epo rt filters the report items. For this
example you could either create a series of Agent traffic reports, each
filtered to a dif ferent extension. Or you could create a series of
extension traffic reports, each filte red to a different Agent.
Filter elements supported
A report filter is made up of a logical combination of filter elements.
Each report item within a report te mplate can have a different report
filter attached to it if nece ssary; the following filter elements are
supported:
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Table 2: Filter Elements Supported
group.
Accepts only calls related to a specific account codes within a specified account code
group.
Filter Description
Line Filter Accepts only calls that were connected to a specific CO line.
DID Filter Accepts only calls that were associated with a spec ific DID number.
Extension Filter Accepts only calls that were connected to a specific extension.
Agent Filter Accepts only calls that were connected to a specific agent.
Account Code Filter Accepts only ca lls related to a specific account code.
Line Group Filter Accepts only calls that were connected to CO lines within a specified line group.
DID Group Filter Accepts only calls that were associated with DID numbers within a specified exte nsion
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Extension Group Filter Accepts only calls that were connected to agents within a specifi ed extension group.
Agent Group Filter Accepts only calls that were connected to agents within a specifi ed agent group
Account Code Group
Filter
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Table 2: Filter Elements Supported
Accepts only inbound calls that were finally queued to a specific extension group.
character * denotes dialed digit string that is identical up to that point but differ afterwards.
Filter Description
Extension Queue Group
Filter
Agent Queue Group Filter Accepts only inbound calls that were finally queued to a specific agent group.
Dialed Digits Filter Accepts only calls whose inbound-/outbound-dialed digits match a specified string; the
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Report Templates
In order to run a report over a given time period the re are a number of
pieces of information required before the report can be run. In
addition to the importance of the accurate configuration of Discovery
ACD, and the possible need to create shifts, the user needs to
understand the struc ture of report templates.
T emplates are created by the user to provide relevant information for
the selected devices being monitored. Templates contain userselected report items that can be configured by the user to include or
exclude certain event or traffic types.
Bear in mind that Event Reports are highly detai le d 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 (on hourly resolution) would not make sense if the report were
being compiled over a six-month time frame. In this case, it may be a
good idea to create templates that each are designed for specific use
and contain appropriate report items.
What Type of Repor t?
This section is designed to help users see which types of report to use
to display the in formation the y requir e. Your Discovery ACD produc t
may not have all of the reports listed. Refer to the Product Descripti on
to check which reports your Discovery ACD product supports. There
are six groups of reports, Table 3 lists these groups and some of the
individual reports available within those groups.
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ACD or
Plus
ACD
Plus
ACD
Plus
ACD,
ACD
Plus
ACD,
ACD
Plus
ACD
Plus
ACD,
ACD
times of ea ch
a particular group
statistics of each device
how each call is broken down
How active each device is, and
Table 3: Available Reports
Provide s ability to com pare ca ll
in a group
was busy/not busy and average
Shows when a particular devic e
device
For comparing groups ACD,
Shows peak an d quie t times for
parameters
time period of the report
DIDs
Call statistics for a particular
DIDs
Agents,
Extension s,
Traffic
Profile
Report
Line Groups
Call statistics for each device
Agents,
Extensions,
Traffic
Report
group of devices, throughout the
Every event made on a devi ce or a
Extension s,
Report Type Available on Shows Uses
Event Report Agents,
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Gives an overview of activity and
Agents,
Group Tra ffic
performance agai nst certain
Extension s,
Report
Call statistics for a group over
certain call peri ods, i.e., hourly
Lines
Lines
Agents,
Extension s,
Group Tra ffic
Profile
Report
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ACD or
Plus
ACD
Plus
ACD,
ACD
or device group has been
involved in certain types of
Plus
ACD,
activity
Standard or profiled over
ACD
flexible time periods
Plus
ACD,
Plus
ACD,
ACD
ACD
examples)
a reasonable time
Results of the calls (as
Check tha t ca lls are answer ed i n
Table 3: Available Reports
unused
of the report
the purpose of the call
Lines Call ring time over the period
All Devices How a resource is being used The pe rcentage of time a device
Report Type Available on Shows Uses
Utilization
Reports
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All Devices How much time a resource is
Contention
All Devices Statistical information relating to
Reports
Account
Code Reports
Distribution
Report
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Event Reports
Discovery ACD ha s three t ype s of ev en t rep or ts (ref er to Table 4):
Agent Event Report
Extension Event R eports
Line Group Event Reports
Each report records all events tha t occurred 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, and
dialing an intercom or outgoing c al l. De pending on which type of
report you choose, and how you set it up will determine what
information the report shows.
The reports are 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 (rows) or there are too many statis tics para meters
to fit in the width (columns) of a page.
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Line Group
Event R eport
Extension
Event Rep ort
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XX
Report
Agent Event
Table 4: Event Reports
Parameter
Log-on/off X X
Wrap-up X X
Available or unavailable for calls X X
Receiving calls and internal/intercom calls X X
Receiving rings on calls (calls that ring on the station but answered
elsewhere)
Agent placing outgo ing calls and internal/intercom calls X X
Line Busy on calls - Incoming, Outgoing, Abandoned X
Number/ n ame of line (extension) call appeared on X X X
Number/name of the associated DID X
Start time/date of call X X
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Total duration of call X X X
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Line Group
Event R eport
Extension
Event Rep ort
XX
XXX
Report
Agent Event
Table 4: Event Reports
Parameter
Amount of call ring time X X X
Amount of call handling time (includes r ing, talk, and hold time) X X X
Amount of talk time X X X
Amount of hold time X X X
Device n u mber/name from which call was transferred X
Device number/name to which call was transferred X X
Device number/na me and group name of device connected to X X X
Transfer count (how many times call was transf erre d) X X X
Transfer position number indicating first/second/ third to receive
transferred call
Accounts codes used on call X X
Dialed digits f or ca ll; in the cas e of in co m i n g ca lls the IC L I D wi l l be
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displayed
Amount of wrap up time X X
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Traffic Reports
There are 15 types of traffic reports, including those relati ng to agents
(refer to Table 5), extensions (refer to Table 6), and lines (refer to
T able 7).
The reports are presented in a ti me band-pe r-row format. Pagination
of reports will occur if either there are too many time bands to fit in
the height of a page, or there are too many statistics parameters to fit
in the width of a page.
On all these report items types there is an opportunity for
the user to choose between displayed average or total
statistics . When editing the report item the user checks
a box to indicate whether to show average or total va lues.
In the case where average and total values are both
required, two report items shoul d be created that would
be identical except that one is for average values and one
is for total values.
Traffic Reports for Agents
There are four different report templates available in Discovery ACD
for traffi c rep orting on Agents. Available parameters for each report
are listed in Table 5.
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 breakdown of the
traffi c for indi vidual agents within an agent group.
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 peri ods.
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Agent Traffic
Profile Re port
Report
Agent Traffic
Report
Agent Group
Traffic Profile
XXXX
Traffic
Report
XXXX
Agent Group
Table 5: Agent Traffic Repor ts
Parameter
Number of
Answered incoming calls X X X X
Inter n al /inter co m ca lls made /r eceived X X X X
Outgoing calls X X X
Transf erred calls from another extension/agent X X X X
Transf erred calls to another extension/age nt X X X X
Inquiry hold calls X X X X
Calls unanswe red by agent X X
Incoming and outgoi ng calls with a call time
shorter tha n the short call analysis threshold
Incoming and outgoi ng calls with a call time
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longer than the long call analysis threshold
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Agent Traffic
Profile Re port
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XX
Report
Agent Traffic
Report
Agent Group
Traffic Profile
Traffic
Report
Agent Group
Table 5: Agent Traffic Repor ts
Parameter
Times agent logged-on during analysis period X X
Internal/intercom calls/hour; agent logged-on X X
Times/ percentage agent unavailable at period of
analysis
Answered calls/ hour while agent is logged-on X
Calls that rang but were answered elsewhere X X X
Outgoing calls per hour while agent logged-on X X
Average/Total
Answered call time (includes wrap-up time) X X X X
Talk time on answered calls X X X X
Wrap-up time on answered calls X X X X
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Call time on int er n al/inte r co m ca lls X X X X
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Agent Traffic
Profile Re port
Report
Agent Traffic
Report
Agent Group
Traffic Profile
XX
Traffic
Report
Agent Group
Table 5: Agent Traffic Repor ts
Parameter
Talk time of outgoing calls X X X X
Call time of outg oi n g calls X X X X
Call ring time X X X X
Call hold time X X X
Handling time XX
Number of calls XX
Outgoing calls/hour; agent logged-on X
Longest
Call hold time
Call ring time X X
Answered call time (includes wrap-up time) X X
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Agent Traffic
Profile Re port
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XX
XX
Report
Agent Traffic
Report
Agent Group
Traffic Profile
Traffic
Report
Agent Group
Table 5: Agent Traffic Repor ts
Parameter
Call talk time X X
Call wrap-up tim e X X
Internal/intercom call time X X
Outgoing call time X
Outgoing call talk time X X
GOS for agent group XXXX
Calls per hour for time that age nt is logged on X
Percentage of
Time agent logged-on during period of analysis
Time agent busy (percentage normalized to shift) X X
Call rates /hour logged-on; answered, intercom and
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outgoing calls
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Traffic Reports for Extensions
There are four different report templates available in Discovery ACD
for traffi c rep orting on extensions. They give simila r information to
the traffic reports for agents. Depending on how the call center is
operated different reports can be run using different parameters (refer
to Table 6).
Extension Group Traffic Report - Provides a breakdown of traffic
information for all extension groups within an extension super group
(group of groups), such as All Extensions.
Extension Group Traffic Profile Report - Provides a profile of traffic
information for an agent group, suc h as Sales Extensions or Support
Extensions, over a number of time periods.
Extension Traffic Report - Provides a breakdown of the traffic for
individual extensions within an extension group.
Extension Traffic Profile Report - Provides a profile of traffic
information for an individua l extension over severa l time periods.
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Report
Extension
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Traffic Profile
Extension
Traffic Report
Extension
Group Traffic
Profile Report
XXXX
Report
Extension
Group Traffic
Table 6: Extension Traffic Reports
Parame t er
Number of
Answer ed incoming calls X X X X
Internal/intercom calls made/receive d by agents X X X X
Outgoing call s X X X X
Transf erred calls from another extension/agent X X X X
Transferred calls to another extension/agent X X X X
Inquiry hold calls X X X X
Incoming calls on inquiry hold X
Incoming and outgoing calls with a call time
shorter than the short call analysis threshold
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Report
Extension
Traffic Profile
XX
Extension
Traffic Report
Extension
Group Traffic
Profile Report
XXXX
Report
Extension
Group Traffic
Table 6: Extension Traffic Reports
Parame t er
Incoming and outgoing calls with a call time
longer than the lo ng ca ll analysis threshold
Times agent logged-on during period of analysis X X
Internal/intercom calls/hour; agent logged-on X
Times/percentage age nt unavailable at period of
analysis
Calls that rang but were answered elsewhere X X X X
Outgoing call s per hour while agent logged-on X
Average/Total
Answered call time (includes wrap-up ti me) X X X X
Wrap-up time on answered calls X X X
Call time on internal/intercom calls X X X X
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Report
Extension
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Traffic Profile
Extension
Traffic Report
Extension
Group Traffic
Profile Report
Report
Extension
Group Traffic
Table 6: Extension Traffic Reports
Parame t er
Talk time of outgoing calls X X
Call time of outgoing calls X X X
Call ring time X X X X
Call hold time on inquiry hold X X X X
Handling time XX
Number o f ca ll s X X X X
Longest
Call hold time X X
Call ring time X X
Answered call time (includes wrap-up ti me) X X
Call wrap-up time X X
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Report
Extension
Traffic Profile
XX
Extension
Traffic Report
Extension
Group Traffic
Profile Report
Report
Extension
Group Traffic
Table 6: Extension Traffic Reports
Parame t er
Internal/intercom call time X X
Outgoing call ti me X X
Agent GOS X X X X
Percent age of
Time agent logged-on during period of analysis X X
Time agent busy (percentage normalized to the
shift)
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Traffic Reports for Lines
There are three dif fer ent report templates avai lable within the
Discovery ACD for traff ic reporting on Lines. Parameters available
for each report are listed in Ta ble 7.
Line Group Traffic Report – provides a breakdown of traffic
information for all Line groups within a Line super group
(group of groups), such as All Lines.
Line Group T raffic Profile Report – provides a profile of traffic
information for a Line group, such as Sales from Service
Provider-A, or Lines from Service Prov ider-B, throughout a
number of time periods.
Line Traffic Report – provides a breakdown of the traffic for
individual Lines within a Line group.
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Line Tra ffic Report
Profile Report
Line Group Traffic
XX
Report
Line Group Traffic
Table 7: Line Traffic Reports
Parameter
Number of
Answ er ed in co ming cal ls X X X
Outgoing call s X X X
Transferred calls to another extension/agent X X
Inquiry hold calls X X X
Calls abandoned bef ore a nswer X X X
Call time more than long wait ana lysis threshold X X
Call wait t im e more than long call analysis th reshold,
not including abandoned calls
Calls transferred (maximum) X X
Ave rage/Total
Answ er ed call tim e (in c l u d es w r ap - u p ti m e ) X X X
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Line Tra ffic Report
Profile Report
Line Group Traffic
Report
Line Group Traffic
Table 7: Line Traffic Reports
Parameter
Talk time on answered calls X X X
Talk time of outgoing calls X X X
Call time of outgoing calls X X X
Call hold time on inquiry hold X X X
Handling time X
Number of calls X X X
Number of transferred call s X X
Wait time X X X
Wa it time on abandoned calls X X X
Longest
Call hold time X X
Answ er ed call tim e (in c l u d es w r ap - u p ti m e ) X X
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Line Tra ffic Report
Profile Report
Line Group Traffic
Report
Line Group Traffic
Table 7: Line Traffic Reports
Parameter
Call talk ti me X X
Outgoing call time X X
Out g oi ng cal l talk tim e X X
Answered call wait time X X
Abandoned call wait time X X
GOS for
Line group (abandoned calls included) X X
Line group (abandoned calls excluded) X X
Percent a g e of
Abandoned incom ing calls X X
Line allocation time (normalized to shift collected in
report)XTarget answer time X X
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Traffic Reports for DIDs
*
There are four diff ere nt report templates available within the
Discovery ACD for traff ic reporting on DIDs. Parameters availa ble
for each report are listed in Ta ble 8.
DID Group Traffic Report – provides a breakdown of traffic
information for all DID groups within a DID super group
(group of groups), such as All DIDs.
DID Group Traffic Profile Report – provides a profile of traffic
information for a DID group, such as Sales DIDs or Support
DIDs, throughout a number of time periods.
DID Traf fic Report – provides a breakdown of the traff ic for
individual DIDs within a DID group.
DID Traf fic Profile Report – provides a profile of traffic
information for an individua l DID over a number of time
periods.
* Not Supported Unti l KSU Feature Package 2.
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DID Traffic
Profile Report
Report
DID Traffic
Report
DID Group
Traffic Profile
XXXX
DID Group
Traffic Report
XXXX
Table 8: DID Traffic Reports
Paramete r
Number of
Answered incoming calls
Transferr e d ca ll s to an o th er ex t en s i o n/ ag ent X X X X
Inquiry hold calls X X X X
Calls abandoned before answer X X X
Call time more than long wait analysis thres hold X X X
Call wait time fore than long call analysis
threshold, not including abandoned calls
Abandoned call wait time was more than long
wait analysis thresholdXAbandoned call s X
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DID Traffic
DID Traffic
DID Group
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Profile Report
Report
Report
Traffic Profile
DID Group
Traffic Report
Table 8: DID Traffic Reports
Paramete r
Erlangs or traffic on each DID group X X X X
Calls transferred (maximum) X X X X
Average/Total
Answered call time (includes wrap-up time) X X X X
Talk time on ans w er ed ca lls X X X X
Call hold time on inquiry hold X X X X
Number of ca ll s X X X X
Number of transferred calls X X X X
Wait time XXXX
Wait time on abandoned calls X X X X
Longest
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Call hold time X X X X
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DID Traffic
Profile Report
Report
DID Traffic
Report
DID Group
Traffic Profile
DID Group
Traffic Report
Table 8: DID Traffic Reports
Paramete r
Answered call time (includes wrap-up time) X X X X
Call talk time X X X X
Answered call wait time X X X X
Abandoned call wait time X X X X
GOS for
DID group (abandoned calls included) X X X X
DID group (abandoned calls excluded) X X X X
Percentage of
Abandoned incoming calls X X X
T arget answer time X X X X
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Utilization Rep or t s
Utilization re ports apply to agents and extensions only. This type of
report is availa ble i n two for mats: sta ndard and p rofil e. Ther e are four
utilization reports in all; available parameters are listed in Table 9.
The reports are presented in a ti me band-pe r-column format.
Pagination of the reports will occur if either there are too many time
bands to fit in the height of a page or there are too many statistics
parameters to fit in the width of a page. Times can be shown as
percentage of absolut e time (hrs:mins).
Agent Utilization Report – Provides historica l time utilization
data for each agent within a selected agent group. Note that
times are shown a s a percentage normalized to the shift
collected within the repor t.
Agent Utilization Profile Report – Provide s historical time
utilization data for a selecte d agent presented in a series of
uniform time bands. The interval ti me governing the ti me bands
can be anything from one minute up to 999 weeks. Note that
times are shown a s a percentage normalized to the shift
collected within the repor t.
Extension Utilization Repor t – Provides historical time
utilization data for each exte nsion within a selected extension
group. Note that times are shown as a percenta ge normaliz ed to
the shift collected withi n the rep ort.
Extension Utilization Prof ile Report – Provides historical time
utilization data for selected extension presented in a series of
uniform time bands. The interval ti me governing the ti me bands
can be anything from one minute up to 999 weeks. Times a re
shown as a percentage normalized to the shift collected within
the report.
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Extension
Utilizati on
Profil e Re port
Report
Extension
Utilizati on
Agent
Utilization
Profile Report
Agent
XXXX
Report
Utilization
XXXX
XXXX
Tabl e 9: U t ilizat io n R e po rts
Paramete r
Time Spent
Handling incoming calls; includes talk time plus
any ti m e spen t on hold
Handling outgoi ng calls; includes talk time plus
any ti m e spen t on hold
Handling internal/intercom calls, includes talk
time plus any time spent on hold
With incoming/outgoing calls on hold XXXX
With internal/intercom calls on hold XXXX
In wrap-up XXXX
Unavailable XXXX
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Extension
Utilizati on
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Profil e Re port
Report
Extension
Utilizati on
Agent
Utilization
Profile Report
Agent
XXXX
Report
Utilization
XXXX
XXXX
Tabl e 9: U t ilizat io n R e po rts
Paramete r
Busy; usually caused by setting up an outgoing
call or leaving the handset off the hook
Free XXX
With external calls ringing at the agent station (%
ring on, Inc)
With internal calls ringing at the agent station
(%ring on, Int)
Logged-on/-off XXXX
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Contention Reports
Contention reports are available as standard or profiled over flexible
time periods.
Contention Report (standard)
A contention report provi des the percentage of time a variable
number of members in a group were simultaneously free/busy;
statistics are presented either as non-cumulativ e or cumulative.
Non-cumulative - Each line of the report gives the percentage
that all members were free.
Cumulative - The first line of the report gives the percentage of
time zero members were free. The second line gives the
percentage that up-to-one member was free. The third line
gives the perc entage that up-to-two members were free, and so
on until the number of members in the group or Max Items has
been reached.
A series of either line groups, extension groups, or agent groups can
be analyzed within a single repor t. The report is presented in a group
member-per-row format. Pagina tion of the report will occur if either
there are too many group members to fit in the he ight of a page or
there are too many groups to fit in the width of a page.
Contention Profile Report
A contention profile repor t provides historical time data for the
percentag e of time a vari abl e num b er o f mem b ers in a gr o up were
simultaneously fre e/ busy; statistics are presented either as noncumulative or c umulative.
Non-cumulative - Each line of the report gives the percentage
that all members were free.
Cumulative - The first line of the report gives the percentage of
time zero members were free. The second line gives the
percentage that up-to-one member was free. The third line
gives the perc entage that up-to-two members were free, and so
on until the number of members in the group or Max Items has
been reached.
A single report can anal yze either a line group, an extension gr oup, or
an agent group. The report is present ed in a time band-per-column
format. Paginati on of the report will o ccur if e ither the re ar e too many
time bands to f it in t he height o f a page or t here are t oo many statis tics
parameters to fit in the width of a page.
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Distribution Reports
Distribution repor ts provide the number of calls and percentage of
calls where the wait, call, or wrap ti me fell within a series of userconfigurable time band s. The repor t can analyze the distribution of
either answered or abandoned calls, or both if required. A series of
either line groups, DID numbers, or DID groups can be analyzed
within a single report.
The report is presented in a time band-per-row format. Pagination of
the report will occur if either there are too many time bands to fit in
the height of a page or there are too many groups/DID numbers to fit
in the width of a page.
Account Code Report
An account code traffic report provides historical call sta tistics data
for each account code within a selected account code group. The
available call statistics parameters are as follows:
T otal number of calls (summation of selected call categories
within the report)
Average call handling time
Number of answered incoming calls on each account code
A verage call time (including wrap-up time)
Number of transferred incoming calls from another extension/
agent for each account code
Number of transferred incoming calls to another extension/
agent for each account code
Number of incoming calls placed on inquiry hold for each
account code
A verage/total hold time of calls placed on inquiry hold
Number of internal/interc om calls for each account code
A verage call time of internal/intercom calls
Number of outgoing calls for each account code
A verage outgoing call time
The report is presented in an account code per row format with a
"totals" entr y for the who le gr oup being present ed at the bot tom of the
report. Pagination of the report will occur if either there are too many
account codes to fit in the height of a page or there are too many
statistics paramet ers to fit in the width of a page.
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Working with Report Templates
Discovery ACD provides 30 different report templat es to s ta rt you in
the right direction an d prese nts the information typical formats.
Customizing Report Templates
Each report template cons ists of a number of pre-determined report
items. Any numbe r of reports can be tailored to your requirements,
and run at any time, or for any pe riod, without the need to recon figur e
the template.
Figure 10: Reporter Toolbar
Clicking-on the
Report Template
Figure 11: Configu re Report Template Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
Report Template
button brings up the
dialog box, as displayed in Figure 11.
Configure
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Following is an example of settin g up a new report template for agent
data. Perform the following steps:
1. Select the Report Template button from the toolbar.
2. Highlight the template te xt and type a new name, then click-on
Add. You can also Change, Delete or Rename an existing
template.
3. The Configure Report Template dialog box will appear. In the
print name box type the title. This will appear on the prin ted
report (usually the same as the templa te name).
4. Highlight the existing it ems and clic k-on Delete Items.
5. T o add new items first highlight the blank space at the top of
the list and click-on Add Item.
6. Select an item from the pull-down menu and click-on OK.
7. The item then has to be edited – Click-on Edit Item and follow
the instructions as detailed in the relevant sections below.
Event Reports
To Configure an Agent Event R eport Template, perfor m the
following steps:
Figure 12: Configure Agent Event Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
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1. From the Configure Report Templates dialog box select a
template to change or add a new template.
2. Add an Agent Eve nt Report to the report items and click-on
Edit Item.
3. The Configure Agent Event Report dialog box will be
displayed.
4. Select an agent name that you wish to report-on from the pulldown menu.
5. Select what else is needed shown in the report by clicking-on
the relevant boxe s (the following diagram should help with the
meaning of these).
6. When complete click-on OK, then either add more reports to
the template, or run the report.
Traffic and Traffic Profile Reports
Traffic Reports
Traffic reports give infor mation regarding such things as number of
calls answered, offered abandoned. as well as percentages of busy
time, and average call times.
Traffic reports can be run using the following devices:
Agents and Agent Groups
Extensions and Extension Groups
DIDs and DID groups
Lines and Line groups
1. First choose the type of Traffic repo rt that you wish to
configure. Figure 13 is an example of an Agent Group Traff ic
Report.
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Figure 13: Configure Age nt Group Traffic Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
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2. From the Configure Report Templates dialog box, either select
a template you wish to change or add a new template.
3. Change the print name and click-on
Add Item.
Select Agent
Group Traffic Report and click-on OK.
4. Select
Edit Item
and the Configure Agent Group traffic report
dialog box should display.
5. From the pull-down menu select the agent supergroup to report
on.
6. Specify a column width; determines how many groups are
shown on one page. Next select which categories are included
in the report by placing check marks in the appropriate boxes.
7. The bottom box is where items are selected for inclusion in the
report. When items have been selected click- on OK.
8. Now either add more reports to the template, or run the repor t.
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Agent Traffic Report
Figure 14, and the following steps detail how to configure an Agent
Traffic Report.
Figure 14: Configure Agent Traffic Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
1. Follow the instructions for creating a
Group Traffic Report
up to Step 4, where Agent Group should be selected instead of
Super Group.
2. Select the information you wish to appear on the report by
selecting the check boxes. When complete clic k-on OK.
3. Now you can eithe r add more reports, or run the report.
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Traffic Profile Reports
A Traffic Profile Report provides historical c all statistics data for a
selected agen t group, present ed in a se rie s of unifor m time ba nds. The
interval time governing the time bands can be anything from one
minute to 999 weeks.
Group Traffic Profile Report
Figure 15, and the following steps detail how to configure Group
Traffic Profile Report .
Figure 15: Configure Agent Grou p Traffic Profile Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
1. From the Configure Repor t Template dialog box se lect a nd Add
the traffic profile report and click-on
Edit Item
.
2. Select the appropriate Agent Group from the pull- down menu.
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3. Set the required titles, that you want shown on the report.
4. Set the profile intervals i.e., weeks, days, etc. and how many
each interval should be (for example, 2 days or 3 hours)
5. Choose a maximum value for the number of intervals (i.e. , 4
weeks, 31 days, 24 hours, 60 minutes. This determines how
long the report will be.
6. Click-on OK when done.
7. Now either add more reports to the template or run the report .
Agent Traffic Profile Report
A Traffic Profile report can also be done for an individual agent. It is
set up in the same way as a group traffic report but using an agent
name instead of a group name (refer to Figure 16).
Figure 16: Configure Agent Traffic Profile Report Dialog Box .
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboar d .
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Distribution Reports
The Wait Time Distribution report displays information regarding
how many calls were answe red within time intervals se t by the user.
The report can be configu red in the Con figure Wait Time Dis tributi on
Report dialog box (refer to Figure 17), using the following steps.
Figure 17: Configure Wait Time Distribution Report.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
1. From the Configure Report Template dialog box sel ect and Add
the Wait Time Distribution Report and click-on
2. Select the Device Type and Device and either
reports to the template, or
Run
the report.
Edit Item
Add
more
.
Call or Wrap Time Distribution reports can be created in a similar
manner, using the configuration screens for those reports.
Utilization Reports
Utilization Reports provide a breakdown overview on the events for
agents or extensions during a pre-determined period of time. This
type of template is available for agents and extensions only and can
be accessed in standard or profile format.
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T o c onfigur e a Standa rd Agent Ut iliz ation Report (refer to Figure 18),
perform the following steps:
Figure 18: Agent Utiliz ation Report Template Dialog Box
1. Click-on the
2. Select
selection box and click-on
3. Select
click-on
Report Template
Utilization Report s
button from the toolbar.
from the drop-down template
Change
Agent Utilization Repor t
Edit Item
. You can also change, delete, or rename an
.
under the report items., then
existing template.
4. The Configure Agent Utilization Report Template dialog box
displays. From the Agent Group pull-down menu, select the
agent group that you wish to report on.
5. Select all options you would like to show in the repor t by
clicking-on the relevant boxes.
6. When completed click-on OK, then either add more reports to
the template or run the report.
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Extension Utilization Profile Report
T o configure an Extension Utiliz ation Profile Report (refer to Figure
19), perform the following steps:
Figure 19:
1. Click-on the
2. Select
selection box and click-on
3. Select
items, then click-on
Extension Utilization Profile Report
Report Template
Utilization Report s
button from the toolbar.
from the dr op down template
Change
.
Extension Utilization Profile Report
Edit Item
. You can also change, delete, or
Dialog Box
under the report
rename an existing template.
4. The Configure Extension Utilization Profile Report Template
dialog box displays. From the Exte nsio n Name pull-down box,
select the extension that you wish to report on.
5. Select the titles you would like to show in the report by
clicking-on the relevant boxes.
6. Determine the Profile Interval. Profile reports are suitab le for
daily use (on hourly resolutio n). Define the maximum amount
of intervals.
7. Select all other options you would like to show in the repor t by
clicking-on the relevant boxes.
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8. When completed click-on OK, then either add more reports to
the template or run the report.
Account Code Report
An Account Code Report provides historical call statistics data for
each account code within a selected account code group. This ty pe of
report can be used to measure success rates on sales promotions and
advertising strategies.
To configure an Account Code Report (refer to Figure 20), perform
the following steps:
Figure 20: Account Code Report Dialog Box
1. Click-on the Report Template button from the toolbar.
2. Select Standard Reports from the drop-down template
selection box and click-on Change.
3. Select Highlight Account Code Report unde r the report items,
then click-on Edit Item. You can also change, delete, or
rename an existing template.
4. The Configure Account Code Report Template dialog box
displays. From the Account Code Group pull-down box, sele ct
the group that you wish to report on. Define the way you want
the report to identify the accou nt code.
5. Select all other options you would like to show in the repor t by
clicking-on the relevant boxes.
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6. When completed click-on OK, then either add more reports to
the template or run the report.
Contention Reports
Contention Reports are utilized to show how much time specific
resources (line or agen t/individual or group) are unused during prespecified period s of time. Disc overy ACD presents this information
in two ways: Standard and Profile.
Standard Contention R eport
A Standard Contention Report pro vides the percentage of time a
variable number of members in a group were simultaneously free or
busy. This report can be requested to compare performance among
several groups or within a single gr oup. To configure this report
(refer to Figure 2 1), p erform the following steps:
Figure 21: Configure Contention Report Template Dialog Box
1. Click-on the Report Template button from the toolbar.
2. Select Contention Reports from the drop-down te mplate
selection box and click-on Change.
3. Select Contention Report under the report items, then click-on
Edit Item. You can al so change, delete, or rename an existing
template.
4. The Configure Contention Report Template dialog box
displays. Make your s electi on from t he Dev ice Type pull-down
box. Define the Device Name.
5. Specify maximum amount of items and column width, and
indicate if you would like to see cumulative statistics.
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6. When completed click-on OK, then either add more reports to
the template or run the report.
Contention Profile Report
A Contention Profile Report pr ovides historical time data for the
percentag e of time a vari abl e num b er o f mem b ers in a gr o up were
simultaneously fre e/ busy. The interval time governing the time
parameters can be configure d from 1 minute up to 999 weeks.
Profile Reports are suitable for daily use (on hourly resolution). A
single repor t can analyze a line group, an ex tension group or an agent
group. To configure a Contention Pr of ile Report (refer to Figure 22),
and perform the following steps:
Figure 22: Configure Conten tion Pr ofile Report Template Dialog Box
1. Click-on the Report Template button from the toolbar .
2. Select Contention Reports from the drop-down te mplate
selection box and click-on Change.
3. Highlight Contention Profile Report under the report items,
then click-on Edit Item. You can also change, delete, or
rename an existing template.
4. The Configure Contention Profile Report Template dialog box
displays. From the Device Type and Device Name pull-down
boxes, make your selections.
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5. Select the title s you would like to show i n the repor t by cli cking
on the releva nt boxes, and determine the Profile Interval.
6. Define the maximum amount of inte rvals.
7. Select all other options you would like to show in the repor t by
clicking-on the relevant boxes.
8. Indicate if you would like cumulative statistics included in the
report.
9. When completed click-on OK, then either add more reports to
the template or run the report.
Creating a New Report Template
In order to create a new report template, perform the following steps:
1. Access the Discovery ACD Reporter by clicking-on the
Reporter icon on the toolbar, or by selecting File>Discovery
ACD Reporter from the menu bar. The first time Discove r y
ACD Reporter is selected, it will take a few seconds to open,
thereafter the toggle bet ween the two modules is immediate by
clicking-on the Reporter and MIS icons (refer to Figure 23).
Figure 23: Discovery ACD MIS and Reporter Toolbars
2. T o create a new report template, selec t the Report Template
icon on the toolbar (refer to Figure 23), or select Set-
up>Report Templates from the menu bar.
3. Enter a new template name in the Report Template dialog box
by typing over the existing name. Note that the Change button
becomes an Add button when a new name is entered. Click-on
the Add button to register the new template name.
4. The template name may not be the text you want on the printed
report. Enter the report title you want at the top of the printed
report in the Print Name box.
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5. Each of the report items default to those of the last se lected
report template. You may choose to delete these items and add
some of your own. To delete an item, select it by clicki ng-on it
with the left mouse button, then click on the Delete Items
button. T o add an item, click-on the Add Item button and sele ct
an item from the drop-down list that is displayed.
6. Note that when a new item is added to the Report Items list, it
appears on the line above the one that is highlighted. Use the
Cut, Copy, and Paste Item buttons to change the order of the
report items so they will be printed in the order you desir e.
7. Once an item has been selected to appear in the report, you may
edit it to ensure it is going to show r eleva nt infor mation. To edit
a selected ite m, click-on the Edit Item button, then use the
drop-down lists and check box es to define the parameters of the
report item.
8. Once you are happy with your report items, click- on OK and
close the Report Templates window. You are now ready to
compile your report.
If you have to create a number o f Report Items t hat need
to be identical except for the device name, it is best to
create the fir st one and edit it. Next , use the Copy Items
and Paste Items buttons to create multiple copies o f the
report item, then edit each one in turn to change the
device name .
Compiling a New Report
Discovery ACD compiles new reports based on user-defined
parameters. You select all the parameters, including the desired
period. With Discovery ACD,
from the very first day it was installed if needed. Before creating a
new report, prepare a suitab le report template as described above,
then perform the followin g steps :
1. To compile the report, click-on the New Report icon (refer to
Figure 24) on the toolbar or select File, New f rom the dropdown menu.
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*
your reports can include infor mation
* Discovery ACD will compile reports in 31-da y
increments leading back to the first day of installation.
Discovery ACD
Plus
will compile any time parame ter.
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2. Define the peri od, r ange, ove r which yo u want t o r un the report.
Enter the shift that the report is moni toring, then select the
applicable report template.
3. When all details have been entered, cli ck-on OK, then wait a
few moments for your report to be compile d.
On your newly compiled report, notice that the header contains
information such as the shift name, the start and stop time a nd date,
the creation date, the site name, and the template name. Also
displayed is the number of pages in the report (useful to know before
you print it).
The toolbar provides the means by which you scroll through the
pages of the report, and zoom-in for the details of the report using the
magnification buttons.
Figure 24: Reporter Toolbar
On your report, notice that parameters which exceed your alarm
threshold appear in red. If you are not using a color printer, these
are printed in bold type for clarity.
Printing Reports
Discovery ACD provides the ability to print generated reports as
needed. Reports can be printed either page-by-page, or all pages at
once. To print a report, perform the following step:
1. While viewing the report you want to print, click-on the Print
icon on the Reporter toolbar, or select File>Print from the
drop-down menu.
Filtering Data Using Shifts
With Discovery ACD, you can select one or all of the parameters for
your reports, including the time periods. Reports can refle c t
predefined shif ts that represent working hours of different groups or
specific time periods which there are recurring problems, such as
Monday mornings and Friday afternoons.
Once a shift has been cre at ed, y ou ca n com p ile a rep ort (o n a
previously-created report template that defines the in fo rm at ion
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required for the speci fied pe riod) usi ng da ta coll ecte d only during t ha t
shift. This is particularly useful for a manager who may need to find
out what happened during a particula r shift when a manager may not
have been present.
Adding Filters to Report Items
T o add a filter to a report item withi n a report template cl ick the Filter
button within the configur ation dialog box for the report item. A
Report Filter dialog box will now appear in which you should do the
following:
1. Select an insertion point in the Filter Elements list box and
click-on the Add Element button. In the dialog box that
appears, choose the type of filter element required a nd click-on
the OK button.
2. Next, double-click the newly-added filter element in the list
box and in the dialog box that appears; configure the filter as
required. Press F1 if you need help spe cific to the report
element.
3. Repeat stages 1 and 2 if a combinational filter is needed. For
example all calls associated with a specific DID number in
addition to having a specific account code attached to them.
4. By default, the logical combination of the filter elements is the
AND operator. This can be changed to an OR operator by
selecting a filter element and checking the OR with previous
box to insert an OR operator before the filter element.
5. Checking the NOT box can reverse t he meaning of any s electe d
filter elem ent . For ex am p le all calls co n nect ed to a spe ci fic
agent, becomes all calls not connecte d to a speci fic agent.
6. Click-on the OK button when finished assembl ing the report
filter.
When assembling combinationa l fi lters, note the order of precedence
of the logica l operators is NOT followed by AND, followed by OR.
For example the logical expression:
A AND B OR NOT C OR D AND NOT E
actually means
(A AND B) OR (NOT C) OR (D AND (NOT E)).
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Exporting and Importing Data
Discovery ACD
format for use in popular spreadsheet software programs such as
Microsoft Excel
1. First, create a folder on your computer to hold the expo rted file.
Then, click-on the Export icon and save the file in that folder
(you will be prompted to rename the file).
2. T o import the file into a spreadsheet (into MS Excel, for
example), select File, Open, the n select Files of Type, to be
Text Files. Locate the file to be imported, highlight it, then
click-on OK.
3. Ensure that the data type is delimited, se lect comma as the
delimiter, click-on F inish. The data should now appear in the
spreadsheet.
Plus
allows you to conveniently export reports in text
®
. To export data, perform the following steps:
Saving Generated Reports
Discovery ACD provide s the abi lity to save and late r r ecall any r epor t
generated. To save a report, perform the following steps:
1. Select File>Save from the drop-down menu.
2. Define the drive and folder where the report should be saved.
3. Name the report and click-on OK.
Recalling a Saved Report
T o recall a previously saved report, perform the following steps:
1. Select File>Open from the drop- down menu.
2. Define the correct dr ive and folder where the report was saved,
then select the report and click-on OK.
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