AltiReport ™ Manual October 2013
WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use. Although AltiGen Communications, Inc.
Contents CHAPTER 1 Installation and Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Requirements . . . . . . . . . . . . Upgrading AltiReport . . . . . . . . Fresh Installation . . . . . . . . . . Accessing AltiReports Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2202 - Workgroup Agent(s) Performance Summary. . . . . . . . . . . . . . . . . . 51 2203 - Workgroup Agent Call Activity Summary with % Analysis. . . . . . . . . 53 2204 - Workgroup Agent Call/Time Contribution % Comparison . . . . . . . . . 55 2205 - Workgroup Inbound/Outbound Call Summary with % Analysis . . . . . 57 2206 - Workgroup Inbound Calls Wait Time Summary . . . . . . . . . . . . . . . . 59 2207 - Workgroup Inbound Call Handling Summary . . . . . . . . . . . . . . . . .
Chapter 1: Installation and Access CHAPTER 1 Installation and Access Call detail records (CDR) are an important source of information for call centers running PBX systems. AltiReport is a Web-based reporting application that can generate 45 detailed CDR reports, according to agent, workgroup, and DNIS. Both report summaries and analyses are available. Requirements AltiReport can be set up on a Microsoft Windows operating system.
Upgrading AltiReport To upgrade to AltiReport 7.0 (from 6.5 - 6.7 Update1) 1. 2. 3. External Logger Service must be upgraded to the latest version (7.0). See AltiGen’s CDR Manual for information. Back up the configuration data of your current version of AltiReport: a. While you are logged into AltiReport as “admin”, click Backup and Restore in the configuration list. b. Click Backup. c. Save the backup file, AltiReportYEAR/MONTH/DAY.zip, to your computer. Install AltiReport 7.
Chapter 1: Installation and Access – Tomcat – Service – Native – Start Menu Items – Documentation – Examples and Webapps, if desired Then click Next. 6. Choose a folder in which to install Tomcat, and click Next. 7. In the Basic Settings dialog box, enter the HTTP/1.1 Connector Port, and Administrator login User Name and Password, then click Next. The HTTP Port defaults to 8080. If Port 8080 is not available, it can be changed to a different port, such as 80.
After successful installation of Tomcat 6.0, the AltiReport installation button is available. 10. Click the Install AltiReport button to install AltiReport. 11. After successful installation of AltiReport, reboot the system. Accessing AltiReports Remotely If AltiReport must be accessed from outside of the company, TCP port (default 8080) of the machine must be opened at the firewall and NAT.
Chapter 2: Using AltiReport CHAPTER 2 Using AltiReport When logging into AltiReport, you can log in as an Admin role to access AltiReport administrative and configuration functions or as a User to access reports. Important: For security, if the AltiReport window is idle for 15 minutes or longer, a timeout will occur and you will need to log in again.
The administrative main menu includes the following functions: Figure 2. AltiReport administrator menu options Administrator Profile To enter or modify information for the administrator, click the Edit button to open the Update Administrator Profile window. Figure 3. Update Administrator Profile window Note: The Login Name field is not editable. When the necessary information has been entered, click the Update button to save the changes.
Chapter 2: Using AltiReport CDR Database Registration Figure 4. CDR Database Registration > List All Databases In order for AltiReport to access the external CDR database, the administrator must register a CDR database. To add a database, click the Register New CDR Database link in the CDR Database Registration window. Figure 5.
To edit or remove an existing CDR Database, use the Edit or Remove link in the Action column. AltiWare (MAXCS) Registration Figure 6. AltiWare Registration > List All AltiWare (MAXCS) Systems AltiReport will use information entered in the AltiWare Registration window to check if the AltiGen server has an AltiReport license entered and registered. Each AltiGen server needs to have one license.
Chapter 2: Using AltiReport User Management Figure 8. User Management > List All Users The administrator can add users to AltiReport using the User Management window. To add an AltiReport user, click the Add User link at the bottom of the page. Enter the Login Name, Password, First Name, Last Name, Title (optional), Email Address, and Department Name (optional) for the user. Figure 9.
In the AltiWare Assigned field, check at least one AltiWare (MAXCS) system that the user will be able to access for AltiReport. To limit the user’s queries to certain workgroups and DNIS numbers, check the appropriate filter check boxes and enter the workgroup numbers and DNIS numbers. Separate workgroup numbers and DNIS numbers with a semicolon ( ; ). To see a list of workgroup numbers from which to choose, click the Workgroups Filter link. When you’re finished, click the Add button.
Chapter 2: Using AltiReport To add a mail server, click the Edit button in the Mail Server Configuration window Figure 11.
The backup and restore functions in AltiReport will back up and restore configurations and settings from the Administrator Profile, CDR Database Registration, AltiWare Registration, User Management, and Mail Server Configuration windows. Figure 12. Backup and Restore window When you click Backup, a File Download dialog box opens. Either open the AltiReport backup file (AltiReportYEAR/MONTH/DAY.zip) or save the file. Figure 13.
Chapter 2: Using AltiReport When Restore is selected, you will be required to validate the Admin Password, browse for the backup file you want to restore, then click Restore to restore all previous configurations from the Administrator Profile, CDR Database Registration, AltiWare (MAXCS) Registration, User Management and Mail Server Configuration windows. Figure 14.
To log in as an AltiReport user, in the AltiReport Login screen, select the role User and enter user Login Name and Password, then click the Login button. Figure 16. AltiReport User Login The User Information window is displayed when a user logs into AltiReport for the first time. Note: When you add reports to the Favorite Reports List, the List All Favorite Reports window becomes the window that is displayed the next time you log into AltiReport. Figure 17.
Chapter 2: Using AltiReport To Select “Quick” or “Step-by-Step” Preference Select the query preference in a couple of ways: Click here Or click Edit In the dialog box that appears, select the query preference you want, and click Set. You can also select the default AltiWare (MAXCS) in this dialog box: Select the default AltiWare (MAXCS) system Figure 18.
• Agent Analysis Reports: 1301 - Call Volume Analysis 1302 - Average WG Call Handling Time Analysis 1303 - % Contribution to each WG (Inbound/Outbound) 1304 - WG Call Handling Time Distribution Workgroup Reports • Workgroup Detail Reports: 2101 - Call Detail Report • Workgroup Summary Reports: 2201 - Agent(s) State 2202 - Agent(s) Performance Summary 2203 - Agent Call Activity Summary with % Analysis 2204 - Agent Call/Time Contribution % Comparison 2205 - Inbound/Outbound Call Summary with % Analysis 2206
Chapter 2: Using AltiReport 3101 - Call Detail Report • DNIS Summary Report: 3201 - Call Summary Available Report Formats These are examples of the available report formats (HTML, PDF, Excel). Some reports are produced in graph format, as well. Figure 19. Report results in HTML format Figure 20. Report results in PDF format Figure 21.
Running Reports This section shows how to select a report, set its parameters, set a format preference for the report (HTML, PDF, Microsoft Excel), and set other preferences. To access a report: 1. From a Report drop-down list, move the cursor to the report menu you want (Agent, Workgroup or DNIS), then move it to the type of report (Detail, Summary or Analysis), and then move to and click the desired report. Figure 22. Selecting a report 2.
Chapter 2: Using AltiReport Figure 23. 5. Set report parameters Click the Run Report button. After a report is created, the following screen appears, where you can select the export format you prefer, save the report in that format or save only a specified part of the report, and view the report in HTML. You can also add the report to Favorite Reports (see next section). Figure 24.
Setting Parameters in the Export Report Screen The Export Report screen shows the total page count for the report and gives you the following options: • Lets you select a format for the report (HTML, PDF, or Excel). • Lets you save the report by clicking the Export to local button. • Lets you divide the report into more than one file. Use the drop-down list to specify the number of pages you want in each file.
Chapter 2: Using AltiReport Scheduling Favorite Reports To schedule a favorite report to run automatically, check the Enable auto schedule check box in the Add Favorite Report dialog box. The scheduling options appear: Figure 27. Add favorite report dialog box with scheduling options Set a schedule for the report. If you want the report e-mailed to specified people, list their e-mail addresses in the Send Report to section. Separate e-mail addresses with a semicolon ( ; ). Then click the Submit button.
Running a Favorite Report Manually You can run a favorite report directly from the List all favorite reports screen by clicking its link. You will not see the report’s Set Parameters screen, but you can check its parameters by clicking the report’s Edit link. Edit link Click the link to run the report Figure 28.
Chapter 2: Using AltiReport Figure 29. Web Print window The Web Print feature will automatically adjust paper print size, layout and orientation. You can manually change the margins using the black margin icons at any corner of the Web page. Also, you can use the menu and toolbar at the top of the window, which allows you to print, set up the page for printing, zoom in/out, hide margins, or close the window.
24 AltiReport Manual
Chapter 3: The Reports CHAPTER 3 The Reports This chapter describes each report.
6. Select the export format (HTML, PDF, Excel) and whether to separate the report results into several files and/or export only specified pages. Figure 1. This report shows activity event data for a single agent.
Chapter 3: The Reports 1102 - Agent Call Detail Report Description: Displays the CDR records for an agent’s inbound and outbound calls for the reporting period. Report Options 1. Select a workgroup to display agents assigned to that workgroup. 2. Select single, multiple, or All agents. 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Click Run Report to run the report. 6.
• Duration in Different Call States—Displays how long the call spent in different call states: • AA/IVR—Listening to and making a selection in the AA/IVR • Queue—Waiting for an agent after making a selection • Ring—Waiting for an agent to answer a ring • Talk—Talking with an agent • Hold—Time spent on hold after talking with an agent starts • Rec—For how long the call was recorded • Start Priority—The priority this call had when it came in.
Chapter 3: The Reports 1201 - Agent Performance Summary Description: Displays a summary of an agent’s performance for the reporting period. It includes data from all workgroups an agent belongs to. Report Options 1. Select a workgroup to display agents assigned to that workgroup. 2. Select single, multiple, or All agents. 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5.
• Not-Ready—Time in Not-Ready state • DND/FWD—Time the agent’s phone was set to DND or FWD • Error—The amount of time the agent’s phone was in error state. Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4.
Chapter 3: The Reports 1202 - WG Calls and Direct Call Activity Summary Report Description: Displays a summary of an agent’s workgroup and direct calls for the reporting period. Report Options 1. Select a workgroup to display agents assigned to that workgroup. 2. Select single, multiple, or All agents. 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5. Narrow the report to specific days of the week and a span of time (optional). 6.
• All agents’ calls are then broken out into categories: All WGs Inbound, All WGs Outbound, Direct Inbound, Direct Outbound. “All WGs” means every workgroup the agent is a member of and refers to calls that come in through a workgroup as opposed to calls that come in directly to the extension.
Chapter 3: The Reports 1203 - Agent State Summary Report Description: Displays summary statistics for agent states for the reporting period. Report Options 1. Select a workgroup to display agents assigned to that workgroup. 2. Select single, multiple, or All agents. 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5. Narrow the report to specific days of the week and a span of time (optional). 6. Select a group-by option. 7.
• Not-Ready—Time the agent was not ready to take workgroup calls (applies to all workgroups the agent is logged into) • DND/FWD—Time the agent’s phone is set to DND/FWD • Error—The amount of time the agent’s phone was in error state. • Direct Call Duration—Total time the agent’s connected inbound and outbound calls were in talk time and on hold Data Source All data from tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY3, AGENTSUMMARY4.
Chapter 3: The Reports 1204 - Agent WG Inbound Calls Summary Report Description: Reports an agent’s inbound workgroup calls for the reporting period. Report Options 1. Select a workgroup to display agents assigned to that workgroup. 2. Select single, multiple, or All agents. 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5. Narrow the report to specific days of the week and a span of time (optional). 6. Select a group-by option. 7.
• Hold • Calls—Number of calls put on hold • Total—Total time all calls spent on hold • Avg—Average time per call spent on hold (Total/Calls) • Wrap-Up • Calls—Number of calls requiring wrap-up activity • Total—Total time spent in wrap-up activities • Avg—Avg time per call spent in wrap-up activities (Total/Calls) Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2.
Chapter 3: The Reports 1205 - Agent WG Outbound Calls Summary Report Description: Reports summary statistics for an agent’s outbound workgroup calls (as opposed to direct outbound calls) for the reporting period. Report Options 1. Select an agent and one or more workgroups that agent is assigned to. 2. Choose how you want the data summarized (by day, week, or month). 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5.
• Avg—Average hold time per call that was put on hold (Total/Calls) • Wrap-Up—Displays wrap-up statistics: • Calls—Number of calls requiring wrap-up activity • Total—Total time spent in wrap-up activities for all calls • Avg—Average time spent in wrap-up activities per call that required wrap-up activity (Total/Calls) Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2.
Chapter 3: The Reports 1206 - Agent Direct Calls Summary Report Description: Displays summary statistics for an agent’s direct inbound and outbound calls (as opposed to workgroup calls) for the reporting period. Report Options 1. Select a workgroup to display agents assigned to that workgroup. 2. Select single, multiple, or All agents. 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5.
• Calls—Total number of direct inbound calls that were put on hold • Talk—Total hold time on those direct inbound calls • Avg—Average hold time per call that was put on hold (Talk/Calls) • For calls sent to VM • Calls—Total number of direct inbound calls sent to voice mail • Talk—Total time the caller was in voice mail • Avg—Average time spent in voice mail per call that went to VM (Talk/Calls) • Direct Outbound Calls—Displays the following call statistics: • For Connected calls • Calls—Total number of dire
Chapter 3: The Reports 1301 - Agent Call Volume Analysis Description: Reports an agent’s call volume for the reporting period. Shows results in both tabular and graph formats. Report Options 1. Select the agent and the agent’s workgroup(s). 2. Choose if you want the data reported by hour of day or by day of week. 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Click Run Report to run the report. 6.
• All WG(s) Inbound Calls—Number of inbound workgroup calls answered • All WG(s) Outbound Calls—Number of outbound workgroup calls made • Direct Inbound Calls—Number of inbound direct calls answered • Direct Outbound Calls—Number of outbound direct calls made Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2.
Chapter 3: The Reports 1302 - Agent Average WG Call Handling Time Analysis Description: Reports an agent’s average workgroup call handling time for inbound and outbound calls. Displays results in both table and graph formats. Report Options 1. Select the agent and the agent’s workgroup(s). 2. Choose if you want the data reported by hour of day or by day of week. 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5.
Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2.
Chapter 3: The Reports 1303 - Agent % Contribution to each WG (Inbound/ Outbound) Description: Graphs the percentage of workgroup calls answered and made by the specified agent and the percentage of time spent on those calls for each workgroup the agent belongs to. Report Options 1. Select the agent and the agent’s workgroup(s). 2. Specify a time range for the report. 3. Narrow the report to specific days of the week and a span of time (optional). 4. Click Run Report to run the report. 5.
1304 - Agent WG Call Answering Time Distribution Description: Shows how many calls an agent answered within the specified increments of seconds, and shows the percentage of calls that fall into each callanswering time period. Reports similar information for outbound calls. Displays the report results in graph format. Report Options 1. Select the agent and the agent’s workgroup(s). 2. Specify a time range for the report. 3. Narrow the report to specific days of the week and a span of time (optional).
Chapter 3: The Reports Graph Labels: • Inbound Calls (Distribution)—Shows how long it took the agent to answer workgroup calls, broken down by periods of seconds • Seconds—Displays the time intervals you specified (in seconds) • Calls—The number of workgroup calls answered by the agent during the intervals shown • Percent—The percentage distribution of workgroup calls answered by the agent during the intervals shown • Outbound Calls (Distribution)—Similar to the graph for inbound calls, shows how long i
Workgroup Reports This section describes Workgroup reports. 2101 - Workgroup Call Detail Report Description: Reports call details for the specified workgroup(s). Report Options 1. Select an agent to display the workgroups assigned to that agent. 2. Select single, multiple, or All workgroups. 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Click Run Report to run the report. 6.
Chapter 3: The Reports • Start Time—Time the call started • End Time—Time the call ended • Caller—Available information about the caller: PSTN phone number/IP phone number, name, calling from a cell phone, etc.
2201 - Workgroup Agent(s) State Description: Reports the state for specified workgroup agent(s). Report Options 1. Select a workgroup, then select agent(s) assigned to that workgroup. 2. Choose how you want the data summarized (by day, week, or month). 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Select a group-by option. 6. Specify whether to include empty records. 7. Click Run Report to run the report. 8.
Chapter 3: The Reports 2202 - Workgroup Agent(s) Performance Summary Description: Displays a performance summary of the specified workgroup agent(s). Report Options 1. Select a workgroup, then select agent(s) assigned to that workgroup. 2. Choose how you want the data summarized (by day, week, or month). 3. Specify a time range for the report. 4. Narrow the report to specific days of the week, shift time, or a span of time (optional). 5. Select a group-by option. 6.
• DND/FWD—Amount of time the agent’s phone was set to DND or FWD • Error—Amount of time the agent’s phone was in error state. Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4.
Chapter 3: The Reports 2203 - Workgroup Agent Call Activity Summary with % Analysis Description: Reports call activity for the specified workgroup agent(s). Report Options 1. Select a workgroup, then select agent(s) assigned to that workgroup. 2. Choose how you want the data summarized (by day, week, or month). 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Select a group-by option. 6.
• Avg—Average talk time per call (Talk/Calls) • Agent calls are then broken out into categories: Workgroup Inbound, Workgroup Outbound, Direct Inbound, Direct Outbound.
Chapter 3: The Reports 2204 - Workgroup Agent Call/Time Contribution % Comparison Description: Reports all calls, including inbound workgroup, outbound workgroup, direct inbound and direct outbound calls, for the specified workgroup agent(s). Report Options 1. Select a workgroup, then select agent(s) assigned to that workgroup. 2. Choose how you want the data summarized (by day, week, or month). 3. Specify a time range for the report. 4.
• %—Percentage that number is of the total workgroup calls for the specified time period ([All Calls] Calls/) • Talk—Total talk time on all that agent’s calls • %—Percentage that duration is of the total workgroup talk time for the specified time period ([All Calls] Talk/[All Calls]) • Agent calls are then broken out into categories: Workgroup Inbound, Workgroup Outbound, Direct Inbound, Direct Outbound.
Chapter 3: The Reports 2205 - Workgroup Inbound/Outbound Call Summary with % Analysis Description: Reports all inbound (answered/abandoned/overflowed) calls and outbound connected calls for the specified workgroup(s). Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5.
• Abandoned • Calls—The number of calls abandoned in that workgroup in the specified time period • %—Percentage that number is of the total workgroup calls for the specified time period ([Abandoned] Calls/[Inbound Calls] Total Calls) • Overflowed/Redirected • Calls—Total number of that workgroup’s overflowed and redirected calls in the specified time period • %—Percentage that number is of the total workgroup calls for the specified time period ([Overflowed/Redirected] Calls/[Inbound Calls] Total Calls)
Chapter 3: The Reports 2206 - Workgroup Inbound Calls Wait Time Summary Description: Reports the wait time for total inbound calls, including answered, abandoned and overflowed, for the specified workgroup. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5.
• Hang up in Queue—The number of calllers who hung up while in queue • Hang up in Ring—The number of callers who hung up when the phone was ringing • Total ABN • Calls—Total number of abandoned calls in the workgroup for the specified time period • WT—Total wait time for those abandoned calls • Avg WT—The average wait time for those abandoned calls (WT/Calls) • Overflowed/Redirected • Calls—Total number of that workgroup’s overflowed and redirected calls in the specified time period • WT—Total wait time
Chapter 3: The Reports 2207 - Workgroup Inbound Call Handling Summary Description: Reports call handling for all inbound calls, including answered calls, abandoned calls and overflowed calls, for the specified workgroup. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5.
Report Fields • Start Time—Start date for the report • Workgroup—Workgroup’s extension number • Total # of Calls—Total inbound calls for the specified workgroup in the specified time period.
Chapter 3: The Reports 2208 - Workgroup Outbound Call Handling Summary Description: Reports call handling information for connected outbound calls for the specified workgroup. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5.
Data Source All data from the table WGSUMMARY.
Chapter 3: The Reports 2209 - Workgroup Service Level Summary Report Description: Gives a summary of calls that did not meet the service level threshold. (The Service Level Threshold is set in MaxAdmin > Workgroup Configuration > General tab.) Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5.
• % of Calls—Percentage that number is of the total number of inbound calls ([Abandoned] # of Calls/Inbound) • Overflowed/Redirected • # of Calls—Number of such calls that were overflowed/redirected • % of Calls—Percentage that number is of the total number of inbound calls ([Overflowed/Redirected] # of Calls/Inbound) • Total Service Level—Percentage of calls that met the service level requirement (100% - (/
Chapter 3: The Reports 2301 - Workgroup Inbound Answered Calls Wait Time Description: Reports the wait time (queue time + ring time), in seconds, for answered calls for the specified workgroup. Reports in table format and two graphs: distribution and cumulative. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4.
The data is also reported in two graphs: Figure 24. The top graph shows the number and percentage of calls answered within the specified time periods (in increments of 60 seconds, in this case). The bottom graph shows, cumulatively, how many and what percent of calls were answered as the time periods progress.
Chapter 3: The Reports 2302 - Workgroup Inbound Abandoned Calls Wait Time Description: Reports total abandoned calls and abandoned call wait time (queue time + ring time) for the specified workgroup. Reports in table format and two graphs: distribution and cumulative. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4.
The data is also displayed in two graphs: Figure 26. The top graph shows the number and percentage of calls abandoned within the specified time periods (in increments of 60 seconds, in this case). The bottom graph shows, cumulatively, how many calls were abandoned as the time periods progress.
Chapter 3: The Reports 2303 - Workgroup Inbound Overflowed/Redirected Calls Wait Time Description: Reports inbound overflowed/redirected calls wait time statistics for the specified workgroup. Reports in table format and two graphs: distribution and cumulative. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4.
The data is also displayed in two graphs: Figure 28. The top graph shows the number and percentage of calls that waited for the specified time (in incremental periods of 60 seconds, in this case) before being overflowed or redirected. The bottom graph shows the accumulation of calls that were overflowed or redirected as the time increments progress.
Chapter 3: The Reports 2304 - Workgroup Inbound Calls Handling Time Description: Reports inbound calls handling-time data for the specified workgroup. Reports in table format and two graphs: distribution and cumulative. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5.
2305 - Workgroup Outbound Call Handling Time Description: Reports outbound call handling for all workgroup-connected calls for the specified workgroup(s). Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5. Narrow the report to specific days of the week and a span of time (optional). 6.
Chapter 3: The Reports The data is also reported in two graphs: Figure 31. The first graph shows the number and percentage of outbound calls whose handling time falls into the interval of seconds specified. The second graph shows the call data accumulating as the time intervals pass.
2306 - Workgroup Inbound Call Priority Description: Reports inbound call statistics, sorted by call priority, for the specified workgroup(s). Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose how you want the data summarized (by day, week, or month). 4. Specify a time range for the report. 5. Narrow the report to specific days of the week and a span of time (optional). 6.
Chapter 3: The Reports The data is also reported in two graphs: Figure 33. The top graph shows the number of incoming calls by priority level for the specified reporting period. The bottom graph shows a cumulative view of calls by priority level.
2307 - Workgroup Cumulative Inbound/Outbound Calls Description: Reports total inbound and outbound call statistics for the specified workgroup. Reports in table and graph formats. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4. Specify a time range for the report. 5.
Chapter 3: The Reports • %—Percentage that number is of the total number of inbound calls ([Abandoned] Calls/[Inbound Calls] Total Calls) • Overflowed/Redirected • Calls—Number of inbound calls that were overflowed/redirected in the specified time period • %—Percentage that number is of the total number of inbound calls ([Overflowed/Redirected] Calls/[Inbound Calls] Total Calls) • Connected Outbound Calls—Data on connected outbound calls is broken out into three categories: • Calls—Total number of conn
2308 - Workgroup Cumulative Inbound Calls Wait Time Description: Reports cumulative call waiting time for all inbound calls for the specified workgroup. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4. Specify a time range for the report. 5. Narrow the report to specific days of the week and a span of time (optional). 6.
Chapter 3: The Reports • Wait Time—Total wait time for those abandoned calls • Avg WT—Average wait time per call ([Abandoned] Wait Time/[Abandoned] Calls) • Overflowed/Redirected • Calls—Number of inbound calls that were overflowed/redirected • Wait Time—Total wait time before those calls were overflowed/redirected • Avg WT—Average wait time per call ([Overflowed/Redirected] Wait Time/ [Overflowed/Redirected] Calls) The report includes the following graphs: Figure 37.
2309 - Workgroup Cumulative Inbound Calls Analysis Description: Reports inbound calls handling statistics for the specified workgroup. Reports results in table format and two graphs: • Average Talk and Handling Time Trend Analysis • Abandon Type Analysis (in queue or in ring Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4.
Chapter 3: The Reports • Abandoned Calls: • # of Calls—Number of inbound calls that were abandoned by the caller • %—Percentage those calls are of the total calls ([Abandoned Calls] # of Calls/ Total # of Calls) • Hangup in Queue—Number of callers that hung up while in queue • Hangup in Ring—Number of callers that hung up during ringing • Overflowed/Redirected: • # of Calls—Number of inbound calls that were overflowed/redirected • %—Percentage those calls are of the total calls ([Overflowed/Redirected] #
2310 - Cumulative Outbound Calls Handling Description: Reports statistics for outbound calls handled by the specified workgroup. Reports results in table format and two graphs. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4. Specify a time range for the report. 5.
Chapter 3: The Reports Figure 41. The top graph shows number of calls per selected time period. The bottom graph shows average talk time and average handling time.
2311 - Total and % Inbound Calls ANS/ABN/OFL Description: Reports the total number and percent of inbound calls that were answered, abandoned, overflowed/redirected. Reports results in table format and two graphs. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4. Specify a time range for the report. 5.
Chapter 3: The Reports • % of Calls—Percentage that number is of the total number of inbound calls ([Overflowed/Redirected Calls] # of Calls/Total Inbound Calls) The data is also displayed in two graphs: Figure 43. The top graph shows the numbers of calls that were answered, abandoned, and overflowed, by hour of day, in the specified time period. The bottom graph shows percent of total calls that were answered, abandoned, and overflowed.
2312 - Total & % WG Inbound Calls in Queue Description: Reports totals and percentages for workgroup inbound calls in queue. Reports results in table format and two graphs. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4. Specify a time range for the report. 5.
Chapter 3: The Reports Figure 45. The top graph shows the number of incoming calls that spent time in queue and those that did not. The bottom graph shows percentage of total calls that spent time in queue and those that did not spend time in queue.
2313 - Average Call Handling Time Description: Reports average call handling time, including total talk time, average talk time, and total handling time for the specified workgroup. Reports in table format and one line graph. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4. Specify a time range for the report. 5.
Chapter 3: The Reports Figure 47. A line graph shows average talk time and average handling time for the reporting period, by hour of day.
2314 - Total Outbound Calls Description: Reports total outbound calls for the specified workgroup. Reports results in table format and a bar graph. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4. Specify a time range for the report. 5. Narrow the report to specific days of the week and a span of time (optional). 6.
Chapter 3: The Reports 2315 - Total Outbound Calls Handling Time Description: Reports the total/average talk time and total/average handling time for outbound calls for the specified workgroup. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Choose if you want the data reported by hour of day or by day of week. 4. Specify a time range for the report. 5.
Figure 50. A line graph shows average talk time and average handling time.
Chapter 3: The Reports 2316 - Daily Max Number of Calls in Queue Description: Reports the daily maximum number of workgroup calls in queue, in a line chart format. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Click Run Report to run the report. 6.
2317 - Daily Longest Queue Time Description: Reports the longest queue time, in minutes (and hours), for workgroup calls, in a line chart format. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Click Run Report to run the report. 6.
Chapter 3: The Reports 2318 - Daily Real Time Service Level Description: Reports the daily lowest real time service level for a workgroup, in a line chart format. Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Click Run Report to run the report. 6.
2319 - Historical Service Level Summary Report Description: Gives a summary of calls that did not meet the service level, breaking them out into Answered, Abandoned, and Overflowed/Redirected categories. (The Service Level Threshold is set in MaxAdmin > Workgroup Configuration > General tab.) Report Options 1. Select an agent, if you want only that agent’s workgroups to appear in the workgroup selection list. 2. Select workgroup(s). 3.
Chapter 3: The Reports • Overflowed/Redirected Calls • # of Calls—Number of overflowed/redirected calls with queue time > service level • % of Calls—Percentage that number is of the total number of inbound calls ([Overflowed/Redirected Calls] # of Calls/Total Inbound Calls) • Total Service Level—The percentage of calls whose queue time was within the service level (100% - (/Total Inbound Calls) • Answer S
DNIS Reports This section describes DNIS reports. 3101 - DNIS Call Detail Report Description: Reports call detail information for the specified DNIS number. Report Options 1. Select one or more DNIS numbers. 2. Specify a time range for the report. 3. Narrow the report to specific days of the week and a span of time (optional). 4. Select a group-by option. 5. Use the Filter by MaxCS DNIS Name field to winnow the list in the left pane (optional). 6. Click Run Report to run the report. 7.
Chapter 3: The Reports • Within SLT—Was answering time within the service level threshold, Yes or No? (The Service Level Threshold is set in MaxAdmin > Workgroup Configuration > General tab.
3201 - DNIS Call Summary Description: Reports call summary information for the specified DNIS number. Search Options 1. Select one or more DNIS numbers. 2. Choose how you want the data summarized (by day, week, or month). 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Select a group-by option. 6. Use the Filter by MaxCS DNIS Name field to winnow the list in the left pane (optional). 7.
Chapter 3: The Reports • Hold Time—Total time that answered calls spent on hold • Avg Hold—Average hold time per call (Hold Time/[Answered] # of Calls) • Abandoned (all calls with talk duration = 0 and abandon target type > 0)* • # of Calls—Number of calls to this DNIS number that were abandoned by an agent • % of Calls—Percentage that number is of Total Calls ([Abandoned] # of Calls/ Total Calls) • Hangs in Queue—Number of calls that were abandoned while in queue • Hangs in Ring—Number of calls that wer
104 AltiReport Manual
Index Numerics 1101 - Agent Activity Event 25 1102 - Agent Call Detail Report 27 1201 - Agent Performance Summary 29 1202 - WG Calls and Direct Call Activity Summary Report 31 1203 - Agent State Summary Report 33 1204 - Agent WG Inbound Calls Summary Report 35 1205 - Agent WG Outbound Calls Summary Report 37 1206 - Agent Direct Calls Summary Report 39 1301 - Agent Call Volume Analysis 41 1302 - Agent Average WG Call Handling Time Analysis 43 1303 - Agent % Contribution to each WG (Inbound/Outbound) 45 2101
H Historical Service Level Summary Report 98 I installation 2 J Java Runtime Environment, requirement 1 L limiting user’s access 10 log configuration 13 M mail server configuration 10 managing users 9 P printing reports 22 Q query preference 14 query preference, selecting 15 R registering AltiWare 8 registering CDR database 7 remote access 4 reports 25 adding to favorites 20 browsing on web 20 dividing into several files 20 exporting 20 formats 17, 20 list of 15 printing HTML 22 running 18 saving par
