Compact Call Center Reporter

Transcription

1 Compact Call Center 40DHB0002USDP Issue 1 (21 st September 2004)

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3 Table Of Contents... 1 Introduction... 1 Report Types... 3 Collective Reports...3 Targeted Reports...4 Individual Reports...5 Microsoft CRM Reports...6 Starting... 7 Reports Tab...7 Preset Reports Tab...8 Settings Tab...9 Administration Tab...10 Schedule a Report Custom Reports Preview a Custom Report...13 Add a Custom Report...13 Report Categories Introduction Account Code Reports Account Code Log by Agent Group...15 Account Code Log by Agent Group (All Media)...15 Account Code Log by Agent Group (Graphical)...16 Account Code Log by Agent Group (Graphical) All Media...16 Account Code Log by DID (DDI)...17 Account Code Log by DID (DDI) (Graphical)...18 Account Code Log by Pilot...19 Account Code Log by Pilot (Graphical)...20 Account Code Log by Target...21 Account Code Log by Target (Graphical)...22 External Transferred Account Code...22 Outgoing Account Code Costing Log (All Media)...23 Outgoing Account Code Log...24 Outgoing Account Code Log (all media)...24 Outgoing Account Code Log (Graphical)...25 Outgoing Account Code Costing Log (all media)...25 Agent Reports Agent Activity...26 Agent Activity Trace...27 Agent Callback Request...27 Agent Individual...28 Agent Individual (all media)...28 Agent Tabular...29 Agent Tabular (all media)...29 Transfer Call Tracking Detail by Agent...30 Agent Group Reports Agent Group Tabular...31 Agent Group Tabular Summary (all calls)...32 Agent Group Tabular Summary (Percentage in State)...33 Agent Group Tabular Summary (Time in State)...34 Agent Group Busy Status...35 Agent Group Graphical Summary...36 Agent Group Graphical Summary (all media)...38 Agent Group Graphical Summary (all calls)...38 Agent Group Member Call Duration (all calls)...39 Agent Group Member Duration...40 Agent Group Member Duration (all media)...41 Outgoing Most Common Destination by Agent Group...42 CLI Reports Customer Tracking by Call Identifier...43 Customer Tracking by CLI...44 i

4 Table Of Contents Lost Call CLI...45 DDI Reports DID (DDI) Call Duration...46 DID (DDI) Distribution...47 DID (DDI) Distribution by Target...48 DID (DDI) Response...49 DID (DDI) Routing...50 DID (DDI) Summary...50 Incoming DDI (DID) Summary...51 Pilot Number Reports Incoming Pilot Summary...52 Pilot Call Duration...53 Pilot Distribution...54 Pilot Distribution by Target...55 Pilot Response...56 Pilot Routing...57 Pilot Summary...58 Pilot Summary (all calls)...59 Pilot Summary (all media)...59 Proactive Reports Proactive Reporting by Agent Name...60 Proactive Reporting by Campaign Name...60 Summary Reports Incoming Duration Summary...61 Incoming Duration Summary (all media)...61 Multimedia Summary...62 System Summary...63 Target Reports Incoming Calls by Target Group...64 Target Graphical Summary...66 Target Graphical Summary (all media)...66 Target Member Duration...67 Target Member Duration (all media)...67 Trunk Group Reports Trunk Group Activity...68 Trunk Group Activity (All Media)...68 Trunk Group Busy...69 Trunk Group Call Duration...70 Trunk Group Response...71 Trunk Group Summary...72 Voic Reports Voic Call Flow Monitor...73 Voic Summary...73 Voic Call Flow Monitor by Call Flow Name...74 Voic Call Flow Monitor by Topic...75 MSCRM Sales Reports Account Activity and Notes...76 Contact Activity and Notes...76 Contact Center Summary by State/Province...77 Contact Center Summary by Zip/Postal...77 Opportunity Activity and Notes...78 MSCRM Service Reports Account Activity and Notes...79 Account Service Report...79 Glossary Index ii

5 Introduction The CCC module provides in depth historical reporting on Call Center activity. In addition to reporting on call information the CCC allows reporting on agent activity enabling human resource management. The product is supplied with a set of templates which have their parameters set by the user to create standard preset 'management ready' reports. With CCC, you can: Select a report type from a list of all the available report templates. Schedule and change the parameters for a selected report. Refresh the report data. Schedule reports to be printed or exported as either PDF, MS Word, MS Excel, Rich Text format or export to Crystal Reports for further formatting. Data for reports is obtained from the IP Office by the Delta Server, which resides on the Server PC of the call centre. The Archiver component within the Delta Server formats the data before passing to the SQL database. Requests for data to be displayed for the pre-defined parameters of a particular report are sent from the Client PC based, via Windows IIS, to the CCC software which retrieves the requested information from the database. The following diagram illustrates how data and information for the Reports is obtained and displayed on the web based CCC. Note: Both the Archiver and the Delta Server must be running in order for the CCC to function. The IP Office CCC has two concepts for standard historic reporting that cater for different views a supervisor may require of their contact centre. One type of report, referred to as Collective Reports (see page 3), is based on arbitrary sets of agents and need not necessarily correspond to the manner in which switch call routing is programmed. The second type of report, referred to as Targeted Reports (see page 4), provides analysis based on where the call was presented and relates closely to the manner in which the IP Office call routing has been configured. Page 1 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

6 The two types of reports allow queries in the form give me reports on how calls related to product technical support have been handled, as well as give me reports on how all of my technical support staff have performed. The former would be catered for by a target related report, whilst the latter would be a collective report. In addition, a third set of reports, referred to as Individual Reports (see page 5) and Specific Reports, providing data on individual agents activities, CLI, DID (DDI) data, Pilot Calls, etc. Note: Reports use a letter to refer to the Transaction Direction. The Glossary contains explanations for all the call directions available. Page 2 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

7 Report Types Collective Reports Collective reports provided their analysis base on collective analysis. These are particularly useful where the report is not required for skills analysis (the subject of the call), but rather for resource analysis. Therefore, a Call Center Manager overseeing multiple campaigns or skills would want to make use of these types of reports in order to create a set of skills or collective. Cautions: 1. Collective group reports do not necessarily make use of any switch routing groups. Hence these reports are susceptible to group creation that inadvertently is a higher number than the intended reporting collective group. Attention should be paid to this when planning group reports. 2. The principle of collectives should always be applied to trunks as calls are not presented to trunk groups. To create a set of skills, each agent is required to be a member of this collective group and cannot be a member of another IP Office group of a higher number. For this reason it is customary for the collective group not to be used for call routing purposes (although that need not be the case). So, if reporting on multi-skilled agents, these types of reports would not be used for skills analysis, although reports aimed at answering departmental or team queries would be relevant. The reports exploiting highest number group or collective are: Account Code Log by Agent Group (+ all media + tabular + graphical) - see page 15 Account Code Log by DID (DDI) (+tabular + graphical) - see page 17. Account Code by Pilot Number (+tabular + graphical) - see page 19. Agent Group Graphical Summary (+ all media + all calls) - see page 36. Agent Group Member Duration (+ all media) - see page 40. Agent Group Member Call Duration (+ all media + all calls) - see page 39. Agent Group Busy Status - see page 35. Agent Group Tabular (+ summary + all calls) - see page 31. DID (DDI) Summary (+ all calls) - see page 50. Incoming DID (DDI) Summary Report - see page 51. Outgoing Account Code Costing Log (all media) - see page 23. Outgoing Account Code Log (+ all media + graphical) - see page 24. Outgoing Most Common Destination by Agent Group - see page 42. Pilot Summary (+ all media) - see page 58. System Summary - see page 63. Trunk Group Activity - see page 68. Trunk Group Busy - see page 69. Trunk Group Call Duration - see page 70. Trunk Group Response - see page 71. Trunk Group Summary - see page 72. VM Summary - see page 73. VM Call Flow Monitor - see page 73. VM Call Flow Monitor by Call Flow Name - see page 74. VM Call Flow Monitor by Topic - see page 75. Page 3 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

8 Targeted Reports As well as logging all calls such that collective reports may be generated to allow the measurement of team performance, the IP Office CCC also supports analysis based on the subject of a call. Call answer totals on these reports will show the number of calls for this skill or subject (as opposed to the number of calls answered by people who are members of the group). This, therefore, corresponds to skill or subject analysis. Targeted reports should not be used where a group is being administered to answer calls on various subjects, and the required analysis is on all calls taken by these agents irrespective of subject. Targeted reports should be used where the required analysis is how many calls on a particular subject (skill) were answered irrespective of other calls taken by the same agents. Targeted analysis is closely linked to switch programming, and does not require any switch group configuration other than that used for call presentation. Caution: As Targeted reports are based on the group to which the call was presented, then should a call to a certain subject overflow into a secondary or tertiary disposition it would be reported as having been for the secondary or tertiary subject. In other words, the subject that took the call will be credited for taking the call, and not necessarily the subject the caller required. Specific target reports are: Account Code Log by Target (+ tabular + graphical) - see page 21. Agent Tabular (+ all media) - see page 29. DID (DDI) Distribution by Target - see page 48. Pilot Distribution by Target - see page 55. Target Graphical Summary (+ all media) - see page 66. Target Member Call Duration (+ all media) - see page 67. Incoming by Target Group - see page 64. Page 4 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

9 Individual Reports In addition to 'collective' and 'target' reports, the Call Center Manager can analyze data on individual agents, DID (DDI)s, CLIs, Incoming call, Pilot numbers, etc. The individual and specific reports are: Agent Activity - see page 26. Agent Activity Trace - see page 27. Agent Callback Request - see page 27. Agent Individual (+ all media) - see page 28. Customer Tracking by CLI - see page 44. Customer Tracking by Call Identifier - see page 43. DID (DDI) Call Duration - see page 46. DID (DDI) Distribution - see page 47. DID (DDI) Routing - see page 50. DID (DDI) Response - see page 49. External Transferred Account Code - see page 22. Incoming Duration Summary (+ all media) - see page 61. Incoming Pilot Summary - see page 52. Lost Call CLI - see page 45. Multimedia Summary - see page 62. Pilot Call Duration - see page 53. Pilot Distribution - see page 54. Pilot Response - see page 56. Pilot Routing - see page 57. Proactive Reporting by Agent Name - see page 60. Proactive Reporting by Campaign Name - see page 60. Transfer Call Tracking Detail by Agent - see page 30. Page 5 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

10 Microsoft CRM Reports There are a limited number of reports that have been created by combining the CCCv5 reporting architecture with a Microsoft CRM Report to create a unique report including telephony information. The specific reports are listed below. MSCRM Sales Reports Account Activity and Notes - see page 76. Contact Activity and Notes - see page 76. Contact Center Summary by State-Province - see page 77. Contact Center Summary by Zip-Postal - see page 77. Opportunity Activity and Notes - see page 78. MSCRM Service Reports Account Activity and Notes - see page 79. Account Service Report - see page 79. The two Contact Center reports are modifications of an existing Microsoft CRM report where telephony interactions have been added to the 'Activities' section of each report. These reports are based on either the incoming CLI or the account reference of the customer. The new reports provide analytical telephone information divided by specific state, provice, zip or postal code selected. On each report the following telephony information can be provided: Date/Time of interaction (within predefined time range) User/Agent who handles the interaction Length of transaction Inboind/Outbound The CCCv5 Microsoft CRM reports can be accessed from either the CCC reporting interface or from within Microsoft CRM Reporting. Page 6 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

11 Starting To open, select Start Programs CCC and select CCC Reporting. The CCC Reporting version screen is briefly displayed while Explorer is opening. Once opened, the main CCC screen, with the Reports tab opened, is displayed. Note: Before attempting to open the, both the Delta Server and the Archiver must be running. Reports Tab Reports are divided into the catergories shown on the left of the screen. The categories will include CRM and Custom reports if these are being used. If no category is selected then the All Reports field displays, in alphabetical order, all of the reports available. To get a brief description of a report click on the Description field. There will also be displayed details of the fields within the report, e.g. what must be entered by the user and what data is displayed. Clicking on any report in the All Reports field will open a web page dialog box to enable entry or any reporting criteria. Follow the instructions given on these menus to specify the required parameters. On completion, the report will be displayed. However, the Report will only be active whilst it is open. You can print and export, but once closed the report will revert to its default values. A report can be scheduled from the Administration Tab and set up from the Preset Reports Tab. Page 7 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

12 Preset Reports Tab When reports have been set up and created in the Administration Tab, they appear in the display field of the Preset Reports tab. To display a Preset Report, highlight and click on the report name. The name changes to orange whilst the report is being loaded. When a report is opened a copy of the report containing the data for the last time that the report was run is displayed. Each report displayed, has the following data fields: Report Description Last Run Next Run Language. You have the options to: Export: To as either a PDF file, in MS Word, in MS Excel, as Rich Text or to Crystal reports. Print: Select from the list the required printer. Page 8 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

13 Settings Tab From the Settings tab, you can select from the following pull down lists: Language - Used for configuring the language to be used in the. The Style used by the report. e.g. colours, typeface, etc. (At present the Style is restricted to Default.) Page 9 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

14 Administration Tab From the Administration tab you can add Preset Reports. When a report has been added it is displayed on the screen. Each report displayed, has the following data fields: Report: The preset report name. Description: A description of the preset report Blank Field: For each preset report there are three options available: History: To display the Preset Report history. Edit: Takes you back into the Parameters Values menus of the existing Preset Report. The frequency and interval of the report can be amended as well as the way the report is distributed. Parameters: Displays the Parameter Values for the selected report. Different reports will provide different menus. The information shown will effect the report e.g the media type being reported on. Delete: Deletes the existing Preset Report. Status: toggle the Status from/to Enable/Disable. Frequency: How often the report is run. Days: The days that the report is run. Times: The time that the report is run. Distribution: The way that the report will be distributed e.g. and/or print. Submitted: The date and time that the report waws scheduled. Next Run: The date and time when the report will next be run. Last Run: The date and time that the report was last run. Last Run End: The date and time when the report will be run for the last time. Last Run Result: The result of the report the last time it was run e.g successful. Language: The language that the report is shown in. Page 10 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

15 Schedule a Report To create and setup a report, click Add. 1. A list of all the available reports is displayed. Select the required report and click OK. 2. A parameter values menu will be displayed. The menu will be appropriate for the type of report you have selected. In the example below the parameters relate to the 'Incoming Duration Summary' report. All the sections need to be completed. Page 11 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

16 Use the to select from the list of available variables. In the example below the by 'Media Type was selected and the type 'calls' selected. To return to the parameters form click OK. Click OK when all the details have been entered. If any parameters are not completed a 'stop' message will show and you are returned to the Adminitration tab. 3. If all the parameters are completed a Preset report properties Schedule menu will be displayed. Enter a description and select the frequency at which the report will run. If you wish to automatically print the report when is has been run, click on Distribution. A print distribution menu will be displayed. To display a list of the available printer click Add. Highlight the required printed and enter the number of copies required. Click on the Schedule button to select when to print. Click OK to finish. If your CCC system has been enabled for distribution, click the word Schedule. The Distribution menu will be displayed. Click on Add to select the addresses and the Explorer User Prompt will appear. Enter the required address and click OK. Page 12 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

17 Select the format to send the report in and then enter a Subject title plus any message that you wish to go with the . Click on OK to finish. Alternatively, when distribution is not required, from the Preset report properties Schedule menu, click OK to finish. 4. The newly created report will appear on the Administration tab and also on the Preset Reports tab. Custom Reports Custom reports can be created in Crystal Reports and then previewed and published within. A Design Licence is required if more than 3 custom reports are to be published/previewed. With a licence an unlmited number of reports can be created and published. For more information on creating custom reports see the Report Designer manual. Preview a Custom Report The preview function is used to allow a custom report to be viewed before it is published on the server. 1. From the Administration Tab click on the word Custom Report. 2. Click on the word Preview. 3. Use the Browse button the locate the custom report to be previewed. 4. Click on OK to preview the report. The report will be created and viewed on the screen. If it contains the information required it can be published to. Add a Custom Report 1. From the Administration Tab click on the word Custom Report. 2. Click on the word Add. 3. Use the Browse button the locate the custom report to be published. 4. Click on OK to publish the report. When the first custom report is published, a new category appears on the report selection screen, Page 13 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

18 Report Categories Introduction The following are all of the currently available Report Categories. Descriptions of each report is contained in each section: Account Code Reports - see page 15. Agent Reports - see page 26. Agent Group Reports - see page 31. CLI Reports - see page 43. DDI Reports - see page 46. Pilot Number Reports - see page 52. Proactive Reports - see page 60. Summary Reports - see page 61. Target Reports - see page 64. Trunk Group Reports - see page 68. Voic Reports - see page 73. All the reports fall into either the Collective (see page 3), Target (see page 4) or Individual & Specific types (see page 5). Page 14 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

19 Account Code Reports Account Code Log by Agent Group Account codes are useful to identify and categorize call types initiated or received by an agent. The Account Code Log Report by Agent Group gives a detailed report of calls which have been account coded, their average and total duration s broken down by individual agents within the group. This enables the Contact Centre Supervisor/Manager to identify the amount of time spent per account code by each agent. This report shows the Account Codes used by an agent in an agent group. The transactions are logged against the last agent to be connected. Notes: 1. If a transaction is transferred, it will be counted by the group(s) to which both the original and recipient agents belong. If that transaction was account coded before the transfer, '2' account coded transactions will be logged (one per agent who connected) and if the first account code is input after the transfer, there are two transactions logged - 1 with an account code, 1 without an account code. 2. "Media" refers to the specific type of multimedia (as selected by the user) that is being reported on e.g. , Web Chat, Web Callback etc. 3. There will not be transfers for web chats. Account Code Log by Agent Group (All Media) As above, but the user is prompted to enter, from a list of values, the Multimedia type to be reported on. Page 15 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

20 Account Code Log by Agent Group (Graphical) As above, but the user is prompted to enter, or select from a list of values, the media type must also be selected. Account Code Log by Agent Group (Graphical) All Media A report which provides a graphical representation of the number of the account coded calls and the total duration of account coded calls enabling exceptions to be easily spotted. In addition the report provides a table for the number of calls per account code and the percentage of account codes that have been entered highlighting the reliability of account code entry by agents. This report shows details, including graphs, of all account codes utilized within an agent group. It also shows the number of all transactions within a user specified range. Notes: 1. If a transaction is transferred, it will be counted by the group(s) to which both the original and recipient agents belong. If that transaction was account coded before the transfer, '2' account coded transactions will be logged (one per agent who connected) and if the first account code is input after the transfer, there are two transactions logged - one with an account code and the other without an account code. 2. "Media" refers to the specific type of multimedia (as selected by the user) that is being reported on e.g. , Web Chat, Web Callback etc. 3. There will not be transfers for web chats. Page 16 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

21 Account Code Log by DID (DDI) Account codes are useful to identify and categorize call types initiated or received by DID (DDI). The Account Code Log Report by DID (DDI) gives a detailed report of calls which have been account coded plus their average and total duration broken down by DID (DDI) Number. This enables the Contact Centre Supervisor/ Manager to identify the amount of time spent per account code by DID (DDI). Calls are logged against the last agent to be connected on a call. The user selects the DID (DDI) number to be reported on. The call directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Notes: 1. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time ie. agent transaction time and not average duration of the call. 2. The I/C answered calls (inc. xfers), are the number of calls presented via the DID (DDI) number, which were connected to the agent at the point that the call was completed. (E.g. The call may be completed by either the calling or called party). 3. The DID (DDI) is the number that has been set up within the switch, through which the calls are routed. 4. An account code will not be visible if it is not used within this period. You can only select account codes from a list of values providing the codes have already been used on the system. 5. The agent name is the name associated with the agent DN at the time the record was written to the database. If the agent's name changes during this reporting period, that data will not be included. This also includes spelling or case changes of the agent's name. The report would have to be run again, using the old name as well. Page 17 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

22 Account Code Log by DID (DDI) (Graphical) This report shows details, including two graphs, of a breakdown of external incoming calls or transfers which were account coded, were not account coded and the time spent on each account code for external calls or transfers into a specified DID (DDI) number. The graphs show: 1. The number of Account Coded calls for each Account Code 2. The total duration (in seconds) of account coded calls for each Account Code. 3. Hence exceptions are easily spotted. The call directions include G, I, X (refer to the glossary for Transaction Direction definitions). The user selects the both the range of account codes to be reported on and the DID (DDI) number. In addition this report provides tabular representation of: Which account code is being logged in this report The number of calls per account code The sum of the duration of call for each account code The average duration of calls for each account code. Hence the reliability of account code entry per DID (DDI) is highlighted. Page 18 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

23 Account Code Log by Pilot Account codes are useful to identify and categorize call types initiated or received by Pilot numbers. The Account Code Log Report by Pilot Number provides details on the number of calls which have been account coded plus their average and total duration broken down by Pilot number. This enables the Contact Centre Supervisor/ Manager to identify the amount of time spent, per account code, by Pilot numbers. The user selects both the range of Account Codes and the Pilot number to be reported on. Calls are logged against the last agent to be connected on a call. The user selects the Pilot number to be reported on. The call directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Notes: 1. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time ie. agent transaction time and not average duration of the call. 2. The I/C answered calls (inc. xfers), are the number of calls presented via the Pilot number, which were connected to the agent at the point that the call was completed. (E.g. The call may be completed by either the calling or the called party). 3. The Pilot number is the number that has been set up within the switch, through which the calls are routed. 4. An account code will not be visible if it is not used within this period. You can only select account codes from a list of values providing the codes have already been used on the system. 5. The agent name is the name associated with the agent DN at the time the record was written to the database. If the agent's name changes during this reporting period, that data will not be included. This also includes spelling or case changes of the agent's name. The report would have to be run again, using the old name as well. Page 19 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

24 Account Code Log by Pilot (Graphical) This report shows details, including two graphs, of a breakdown of external incoming calls or transfers which were account coded, were not account coded and the time spent on each account code for external calls or transfers into a specified DID (DDI) number. The graphs show: 1. The number of Account Coded calls for each Account Code 2. The total duration (in seconds) of account coded calls for each Account Code. Hence exceptions are easily spotted. The call directions include G, I, X (refer to the glossary for Transaction Direction definitions). The user selects the both the range of account codes to be reported on and the DID (DDI) number. In addition this report provides tabular representation of: Which account code is being logged in this report The number of calls per account code The sum of the duration of call for each account code The average duration of calls for each account code. Hence the reliability of account code entry per Pilot number is highlighted. Page 20 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

25 Account Code Log by Target Account codes are useful to identify and categorize call types received by the Agent. The Account Code Log Report by Target provides analysis based on where the call was presented and relates closely to the manner in which the IP Office call routing has been configured. The Account Code Log Report by Target gives a detailed report of calls which have been account coded, their average and total duration s broken down by individual agents within the group. This enables the Call Centre Manager to identify the amount of time spent per account code by each agent. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent transaction time and not average duration of the call. This report shows the usage of account codes on incoming external calls which were presented to or transferred to the specified target. The call directions include: G, H, I, O, X, Y (refer to the glossary for Transaction Direction definitions). The user selects the target to be reported upon. Notes: 1. An account code will not be visible if it is not used within this period. 2. The agent name is the name associated with the agent DN at the time the record was written to the database. If the agent's name changes during this reporting period, that data will not be included. This also includes spelling or case changes of the agent's name. The report would have to be run again, using the old name as well. 3. The agent against which the call is logged, is the last agent that was connected during the segment being logged, where the account code was available. 4. If a call is transferred, it will be counted by the group(s) to which both the original and recipient agents belong. If that call was account coded before the transfer, '2' account coded calls will be logged (one per agent who connected) and if the first account code is input after the transfer, there are two calls logged - 1 with an account code, 1 without an account code. Page 21 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

26 Account Code Log by Target (Graphical) A report, which provides a graphical representation of the number of the account coded calls by target, which provides analysis based on where the call was presented and relates closely to the manner in which the IP Office call routing has been configured. This also includes the total duration of account coded calls, enabling exceptions to be easily spotted. In addition the report provides a table for the number of calls per account code and the percentage of account codes that have been entered, highlighting the reliability of account code entry by agents. This report shows the usage of account codes on external calls which were presented to or transferred to the specified target, where the account codes are within the specified range. The user is prompted to enter (or to select from a list of values) the target to be reported upon. The call directions include: G, H, I, O, X, Y (refer to the glossary for Transaction Direction definitions). Notes: 1. Account Code: You can only select account codes from a list of values providing the codes have already been used on the system. The account code will not be visible if it is not used within this period. 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent transaction time and not average duration of the call. External Transferred Account Code A report which allows a costing analysis of outgoing and transferred calls, where costing information is available. The user selects the range of account codes to be reported upon. The call directions include: H, O (refer to the glossary for Transaction Direction definitions). Notes: 1. The sum of all the answer times - the answer time being the time that the call was ringing for that segment before it was answered. 2. Call duration - this period excludes any duration that the trunk was held / parked by the agent. 3. The agent name is the name associated with the agent DN at the time the record was written to the database. Page 22 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

27 Outgoing Account Code Costing Log (All Media) This report shows details of all account codes utilized for external outgoing transactions and costing information where available. The direction is O: Outgoing Page 23 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

28 Outgoing Account Code Log Account codes are useful to identify and categorize call types. This provides tabular details on the number of outgoing calls that have been account coded, their average and total duration s broken down by account code number. This enables the Contact Centre Supervisor/Manager to identify the amount of time spent, per account code. The user is prompted to enter (or to select from a list of values) the Multimedia type to be reported upon. The call direction is O (refer to the glossary for Transaction Direction definitions). Notes: 1. The duration of the transaction is the actual action time of that transaction. This period excludes any duration that the trunk was held / parked by the agent. (e.g. only the time that the agent was talking to the caller, not the time the caller was placed on Hold). The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent transaction time and not average duration of the transaction. 2. The total of 'Average O/G Duration' is the average of all transactions for each account code, per media type and not a total for that column. Outgoing Account Code Log (all media) As above for the Outgoing Account Code Log, but as this Report is for all media the user does not have to specify the Multimedia type. Page 24 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

29 Outgoing Account Code Log (Graphical) As above for the Outgoing Account Code Log but this Report provides a graphical representation of the number of outgoing calls that have been account coded, their average and total duration s broken down by account code number. Outgoing Account Code Costing Log (all media) As above for the Outgoing Account Code Log but in addition this Report provides, where available, the cost per agent of the total outgoing call costs. As this Report is for all media the user does not have to specify the Multimedia type. Page 25 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

30 Agent Reports Agent Activity A report, which provides the Contact Centre Supervisor/Manager with an in-depth analysis, via a detailed line by line breakdown, of all the agents calls for the day. The report includes each call the agent has made or received with CLI and DID (DDI) information. The user is prompted to enter (or select from a list of values) the agent name and the Multimedia type to be reported on. Page 26 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

31 Agent Activity Trace A report that provides in depth analysis, via a detailed line by line breakdown, of all the agents calls for the day and each activity status change. In addition to the reporting of each call the agent has made or received, activities are reported such as log on, log off, busy Wrap up, Busy Not available and Busy. The user is prompted to enter the agent DN to be reported upon. In addition, the start and end dates must be entered. Agent Callback Request A report that allows the supervisor to breakdown and analyses an Individual Agents success rate for the callback requests that have been allocated to this particular agent. The report includes details on the outcome of the call, time of the call and the number dialed. The user selects the agent to be reported on. Note:The agent name is the name associated with the agent DN at the time the record was written to the database. If the agent's name changes during this reporting period, that data will not be included. This also includes spelling or case changes of the agent's name. The report would have to be run again, using the old name as well. Page 27 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

32 Agent Individual A report which illustrates the transaction flow (including internal transactions and transfers), time in state, durations and the number of answered transaction per day for an individual agent. The user is prompted to enter (or to select from a list of values) both the agent name and the Multimedia type to be reported upon. Notes: 1. The activity times relate only to the state of the agent device and not to the media types Agent Individual (all media) As above for Agent Individual but for all media. Hence the user does not have to specify the Multimedia type to be reported upon. Page 28 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

33 Agent Tabular A report which provides detailed analysis for an individual agent, giving a breakdown of the number of transactions answered for each campaign or target group enabling the supervisors to determine which skills the agent is more proficient in and where more focused training is required. The report includes total transaction duration s and average duration per campaign or skill. This report illustrates the number of new (external) incoming transactions and internal transactions that were answered by a specified agent. Broken down by their target at the time they were answered. The user selects the agent to be reported upon. The user is prompted to enter (or to select from a list of values) the Multimedia type to be reported upon. The transaction directions include: I and R (refer to the glossary for Transaction Direction definitions). Notes: 1. The agent name is the name associated with the agent DN at the time the record was written to the database. If the agent's name changes during this reporting period, that data will not be included. This also includes spelling or case changes of the agent's name. The report would have to be run again, using the old name as well. 2. The duration of the transaction is the actual action time of that transaction. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent transaction time and not average duration of the transaction. Agent Tabular (all media) As above for Agent Tabular but for all media. Hence the user does not have to specify the Multimedia type to be reported upon. Page 29 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

34 Transfer Call Tracking Detail by Agent A report which provides a list of all transfers made or received by the specified agent. This enables Contact Centre Supervisor/Manager to track individual calls that an agent has handled, and can identify were the IP Office call routing needs to be changed. It can also show where training is required as the agent is not equipped to handle the particular call type they were presented. The user selects the agents to be reported on. Page 30 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

35 Agent Group Reports Agent Group Tabular A report which provides detailed analysis for a specific agent group, skill or campaign, which breakdowns the number of internal and external calls answered by each agent enabling the supervisor to compare one agents performance with another s. To determine whether training or incentives can be targeted to individuals to help improve productivity of agents for this specific campaign or skill. The report includes total call duration s and average duration. The user selects the agent group to be reported upon. Call directions include: I and R (refer to the glossary for Transaction Direction definitions). Notes: 1. The target is that destination group or agent, selected by the switch to receive this call or transfer. 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent transaction time and not average duration of the call. Page 31 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

36 Agent Group Tabular Summary (all calls) A report which provides detailed analysis of time in state and call performance per agent for external calls and internal calls, enabling the Contact Centre Supervisor/Manager to compare one agents performance with another s. Training or incentives may then be targeted to individuals to help improve productivity. The user is prompted to enter (or to select from a list of values) the agent group name to be reported upon. Page 32 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

37 Agent Group Tabular Summary (Percentage in State) A report which provides detailed analysis of time in state and performance per agent for external transactions, enabling the Contact Centre Supervisor/Manager to compare one agents performance with another s. Data is expressed as a percentage of time in state against total time. Training or incentives may then be targeted to individuals to help improve productivity. The user is prompted to enter (or to select from a list of values) the agent group name to be reported upon. The directions include: H, O, Y, G, I, X (refer to the glossary for Transaction Direction definitions). Notes: 1. The agent name is the name associated with the agent DN at the time the record was written to the database. It is important to note that if a call is lost whilst queued against the target, but no agent has been alerted within the group, there is no agent to report on, consequently the last recipient is considered to be the target group. Therefore, when running this report it is possible to observe agent group names in the agent name column. This relates to calls, which are lost in this manner. 2. O/G Answered (Inc. Xfers) - This includes failed outgoing transaction attempts but is not inclusive of failed transfers of an outgoing transaction. 3. Logged On - As this is an historical report, the agents need to have logged off before the time spent logged on can be calculated 4. Ready - This is defined as the state where the agent is logged on and not presently involved in a call, or in Busy Wrap Up or Busy Not Available. 5. Busy - Busy state in respect to agents, is the time in which the reflected agent has spent in the following states: Time spent between initialising a dial-up sequence and resolution of the ARS package. The time that the agents' terminal is in-operable eg. time terminal has been disconnected from the switch. The time spent programming the terminal. Continuously monitoring the other device ie. listening in to another agent call. 6. If an agent enters Busy NA whilst on a call, the connection status of that call will take precedence over Busy NA until the call has cleared. At which point Busy NA state will be measured. Busy NA (not available) restricts all calls to that agent, including internal calls. 7. If an agent enters Busy WrapUp whilst on a call, the connection status of that call will take precedence over Busy WrapUp until the call has cleared. At which point Busy WrapUp state will be measured. Busy WrapUp restricts incoming calls to agent - the agent can however receive internal calls. 8. Incoming - The time spent connected to an incoming external call from the point of answer, exclusive of holding time as defined in Hold State, until the time that the call was either cleared or transferred away from the reflected agent. This time is inclusive of time spent connected to transfers of incoming calls. 9. Outgoing - If the agent holds the outgoing call, the rules outlined in Holding State will apply. If the outgoing duration in question refers to the initial set-up of a call performed whilst the calling agent is currently holding on an earlier call, the rules as outlined in Holding State will apply. 10. The state time metrics are historical and measured from start to finish of state activity. State activity will not contribute to totals until full duration of a state segment is known. 11. The activity times relate only to state of agent device and not to media types. Page 33 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

38 Agent Group Tabular Summary (Time in State) As above, but the data is displayed in time (seconds, minutes). Page 34 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

39 Agent Group Busy Status A report which provides details on the reasons why individual agents within a specific group went busy or entered the Busy Not available state. This enables the Contact Centre Supervisor/Manager to understand what other business activities effect their agent resources. Page 35 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

40 Agent Group Graphical Summary A report which provides a graphical summary of a group of agents in terms of: Average action time per transaction broken down by the agent. Directions include G, H, I, O, X, Y (refer to the glossary for Transaction Direction definitions). The number of outgoing answered transactions and transfers as per grid above, broken down by agent. Directions include H, O, Y (refer to the glossary for Transaction Direction definitions). The number of incoming transactions and transfers as per grid above, broken down by agent. Directions include G, I, X (refer to the glossary for Transaction Direction definitions). Each graph ranks the agents so it is easy to spot the best performing agents at a glance from this report. The user selects the Agent Group to be reported on and is prompted to enter, or select from a list of values, the Multimedia type to be reported on. Media summaries are of external transactions only. Notes: 1. Agent action time: This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time. This metric uses the average transaction time ie. a media type transferred by an agent will be factored into the average, even though it has already been answered elsewhere. 2. "Media" refers to the specific type of multimedia (as selected by the user) that is being reported on e.g. , Web Chat, Web Callback etc. 3. There will not be transfers for web chats. Page 36 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

41 Page 37 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

42 Agent Group Graphical Summary (all media) As above but the user does not have to specify the media type. Agent Group Graphical Summary (all calls) A report which provides a high level summary of a group of agents in terms of the number of outgoing calls (internal and external) per agent plus the number of incoming calls (internal and external) per agent. Also includes average call duration and lost calls with each graph ranking the agents so it is easy to spot the best performing agents at a glance from this report. An agent group tabular summary compliments this report by showing more detail regarding individual agent performance. Page 38 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

43 Agent Group Member Call Duration (all calls) A report which provides, by definable agent group, a breakdown of incoming and outgoing call duration s for internal and external calls enabling comparisons to be made between agents in terms of the amount of time they spend on incoming calls (internal and external) and outgoing calls (internal and external). Contact Centre Supervisor/Manager can focus training if there are an excessive amount of calls outside the thresholds set. The call directions include: G, I, X, H, O, Y, M, V, W, J, K, R (refer to the glossary for Transaction Direction definitions). The user selects the agent group to be reported upon Notes: 1. The agent name is the name associated with the agent DN at the time the record was written to the database. If the agent's name changes during this reporting period, that data will be shown under the two names. This also includes spelling or case changes of the agent's name 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. 3. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time ie. agent transaction time and not average duration of the call. 4. In this report, transferred calls are included ie. An agent who receives an outgoing call transfer and talks to that customer for longer than the long call time, will count as a long outgoing call, even though the agent didn't originally make the call. Page 39 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

44 Agent Group Member Duration A report which provides, by definable agent group, a breakdown of incoming and outgoing external duration s enabling comparisons to be made between agents in terms of the amount of time they spend on incoming and outgoing external transactions. Contact Centre Supervisor/Manager can focus training if there are an excessive amount of transactions outside the thresholds set. The directions include G, I, X for incoming transactions and transfers and H, O, Y for outgoing transactions and transfers (refer to the glossary for Transaction Direction definitions). The user selects the agent group to be reported upon. Notes: 1. The duration of the transaction is the actual action time of that transaction. This period excludes any duration that the trunk was held / parked by the agent 2. The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent transaction time and not average duration of the transaction. 3. Media" refers to the specific type of multimedia (as selected by the user) that is being reported on e.g. , Web Chat, Web Callback etc. 4. There will not be transfers for web chats. Page 40 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

45 Agent Group Member Duration (all media) A report which provides, by definable agent group, a breakdown of incoming and outgoing external duration s enabling comparisons to be made between agents in terms of the amount of time they spend on incoming and outgoing external transactions. Contact Centre Supervisor/Manager can focus training if there are an excessive amount of transactions outside the thresholds set. The transaction directions include G, I, X for incoming transactions and transfers and H, O, Y for outgoing transactions and transfers (refer to the glossary for Transaction Direction definitions). The user selects the agent group to be reported upon. Notes: 1. The duration of the transaction is the actual action time of that transaction. This period excludes any duration that the trunk was held / parked by the agent. 2. The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time ie. agent transaction time and not average duration of the transaction. 3. "Media" refers to the specific type of multimedia e.g. , Web Chat, Web Callback etc. 4. There will not be transfers for web chats. Page 41 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

46 Outgoing Most Common Destination by Agent Group A report, which provides the supervisor with the ability to establish which are the most, dialed numbers for the selected agent group. In relation to the number dialed it shows the total cost per number, maximum cost, average cost and duration of transactions. This enables transactions to be controlled and barring to be implemented if appropriate. This report is ordered (descending) by the O/G Answered column to show the most common destinations of successful outgoing transactions for members of the specified agent group. The values shown on this report are for external transactions only. The directions are: O, H, Y (refer to the glossary for Transaction Direction definitions). Notes: 1. The duration of the transaction is the actual action time of that transaction. This period excludes any duration that the trunk was held / parked by the agent. (e.g. only the time that the agent was talking to the caller, not the time the caller was placed on Hold). The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent transaction time and not average duration of the transaction. 2. There will not be transfers for web chats. Page 42 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

47 CLI Reports Customer Tracking by Call Identifier A report, which provides detailed analysis of all segments of calls from a specific call identifier. It is designed to be used in conjunction with the Customer Tracking Report by CLI detailed above. The Call identifier field is carried with call for their entire life within the IP Office. This allows a call to be tracked throughout its life. The user selects the call identifier, which is attached to all record for the entire life of the call and may be used as a parameter for other options. The call direction is G (refer to the glossary for Transaction Direction definitions). Notes: 1. The sum of all answer times; the answer being the time that the call was ringing for that segment before it was answered. 2. The call duration period excludes any time that the trunk was Held/Parked by the agent. 3. The agent name is the name associated with the agent DN at the time that the record was written to the database. Page 43 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

48 Customer Tracking by CLI A report, which provides detailed analysis of all segments of calls from a specific Calling Line Identity (CLI). It is particularly useful in dealing with a situation where a caller may complain about the service they have received. By running a report against their CLI the Contact Centre Supervisor/Manager can quickly identify if the complaint is valid and the cause of the problem. The Call identifier field may be used as the filter in the Customer Tracking report by Call identifier to show all segments of a call. It reports the entire life of the call including all on switch transfers. The user selects the CLI to be reported on. The call directions are G and I (refer to the glossary for Transaction Direction definitions). Notes: 1. The sum of all answer times; the answer being the time that the call was ringing for that segment before it was answered. 2. The call duration period excludes any time that the trunk was Held/Parked by the agent. 3. The agent name is the name associated with the agent DN at the time that the record was written to the database. Page 44 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

49 Lost Call CLI A report which provides detailed analysis on incoming calls that have been lost on all DID (DDI) s and pilot numbers. This includes the time and date of the each call and the CLI (if presented). Contact Centre Supervisor/Manager can then analysis where calls are being lost and balance the available agent resources across different campaigns. More importantly it enables the Contact Centre to re-establish contact with those customers who were dissatisfied with the level of service they received on their initial call and retrieve potential lost revenue. The user specifies their minimum abandoned time for calls, in seconds. The call directions include: C, G, I, N, X (refer to the glossary for Transaction Direction definitions). PSTN trunk or tie line. This transfer connects two parties with a different highest numbered group for reporting purposes. Notes: Lost calls in this report include: 1. Incoming calls that neither connected to voice mail nor agent. 2. Calls that were answered by VM but cleared before being transferred or reaching an answer flag in VM 3. Calls that failed to be answered after transfer by VM (without reaching answer flag). Page 45 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

50 DDI Reports DID (DDI) Call Duration A report which identifies the call characteristics, duration and direction for a collection of DID (DDI) numbers. The values shown on this report are for external calls only. The user selects the DID (DDI) range to be reported upon. The call directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Notes: 1. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time ie. agent transaction time and not average duration of the call. 2. The DID (DDI) number is taken from the NDBO (number dialed by originator) field, together with a filter on call direction and only where the NDBO field is available. Page 46 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

51 DID (DDI) Distribution A report which provides, for a selected agent group, which individual agent has answered calls split by DID (DDI). This gives a valuable insight into which agent has handled calls for each individual DID (DDI), along with the total and average duration s per DID (DDI). The user selects the agent group to be reported upon. The call directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Notes: 1. The DID (DDI) number is taken from the NDBO (number dialed by originator field), and only where the NDBO field is available. 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent transaction time and not average duration of the call. Page 47 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

52 DID (DDI) Distribution by Target A report which provides, for a selected agent target group i.e. analysis based on where the call was presented which relates closely to the manner in which the IP Office call routing has been configured. This report shows which individual agent has answered calls which can provide a valuable insight into which agent has handled calls, along with the total and average duration s. This report shows which agents answered calls from each DID (DDI) source by the selected target. The values shown on this report are for external calls only. The user selects the target to be reported upon. The call directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Notes: 1. The DID (DDI) number is taken from the NDBO (number dialed by originator field), and only where the NDBO field is available. 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent transaction time and not average duration of the call. Page 48 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

53 DID (DDI) Response This report illustrates the quality of service being provided to calls from a specified DDI range for 15, 30, or 60 minute intervals, as specified by the user. The values shown in this report are for external calls only. The user specifies the DDI range to be reported upon and the target time for answering a call (in seconds). Page 49 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

54 DID (DDI) Routing This report shows for each specified DDI number, the number of calls answered by each agent group. The values shown on this report are for external calls only. The user is prompted to enter a range of DDI Number (s) to be reported upon. DID (DDI) Summary This report shows details of calls answered / lost and quantity of service metrics for each DDI specified by the user. The values shown in this report are for external calls only. The user selects the DDI range to be reported upon specifies the target time for answering a call (in seconds). Page 50 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

55 Incoming DDI (DID) Summary This report shows the quality of service being provided to calls for a range DDI Numbers for a Day, 15, 30, or 60 minute intervals, as specified by the user. The values shown in this report are for external calls only. The user is prompted to enter (or to select from a list of values) the DDI Number(s) to be reported upon and specify the target time for answering a call (in seconds). Page 51 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

56 Pilot Number Reports Incoming Pilot Summary A report which illustrates the quality of service being provided to calls for a range Pilot Numbers for Day, 15, 30, or 60 minute intervals, as specified by the user. The values shown in this report are for external calls only. The user is prompted to enter (or to select from a list of values) the Pilot Number(s) to be reported upon and specifies the target time for answering a call (in seconds). Page 52 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

57 Pilot Call Duration A report that identifies the call characteristics, duration and direction for a collection of Pilot numbers. The values shown on this report are for external calls only. The user selects the Pilot range to be reported upon. The call directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Note: The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent transaction time and not average duration of the call. Page 53 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

58 Pilot Distribution A report that provides, for a selected agent group, which individual agent has answered calls split by pilot number. This provides a valuable insight into which agent has handled calls for each pilot number along with the total and average duration s per pilot. The values shown in this report are for external calls only. The user selects the agent group to be reported upon. The call directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Note: The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time i.e. agent transaction time and not average duration of the call. Page 54 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

59 Pilot Distribution by Target A report which provides, for a selected agent target group i.e. analysis based on where the call was presented which relates closely to the manner in which the IP Office call routing has been configured. This report shows which individual agent has answered calls and therefore provides a valuable insight into which agent has handled calls, along with the total and average duration s of the calls. This report shows which agents answered calls from each Pilot source, by the selected target. The values shown on this report are for external calls only. The user selects the target to be reported upon. The call directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Note: The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / periods of speech time ie. agent transaction time and not average duration of the call. Page 55 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

60 Pilot Response A report which illustrates the quality of service being provided to calls from a specified Pilot range for 15, 30, or 60 minute intervals, as specified by the user. The values shown in this report are for external calls only. The user selects the Pilot number range to be reported upon. The user specifies the target time for answering a call (in seconds). The call directions include: C, I, N (refer to the glossary for Transaction Direction definitions). Notes: 1. I/C Presented - The number of incoming answered calls and the number of incoming calls that were not answered by voic or agent. 2. I/C Lost - The number of external incoming calls which were not answered / lost. 3. Longest Waiting Answered / Longest Waiting Lost - The total answer time includes the ring time and the queued time, for that segment of the call. 4. Average Wait Lost - The age of the call at answer is the total time that the call rang and queued for from the point of being lost i.e. for all the call segments of the call. Page 56 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

61 Pilot Routing A report which provides, for a selected pilot number or range of pilot numbers, which agent groups have answered the selected calls. This provides a valuable insight into which agent groups are handling calls for particular pilot numbers. The values shown on this report are for external calls only. The user is prompted to enter a range of Pilot Number (s) to be reported upon. Page 57 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

62 Pilot Summary A report, which provides a detailed analysis of a range of pilot numbers enabling the Contact Centre Supervisor/Manager to compare the level of service being provided on each. In addition the report also includes details on the total answer time and total duration of all transactions plus the average answer and average duration of all transactions. This report shows details of transactions answered / lost and quantity of service metrics for each Pilot number specified by the user. The values shown in this report are for external transactions only. The user selects the Pilot number range to be reported upon and specifies the target time for answering a transaction (in seconds). The user is also prompted to enter (or select from a list of values), the media type to be reported upon. The directions are C, G, I, N, X (refer to the glossary for Transaction Direction definitions). Notes: 1. I/C Presented - these transactions are the incoming answered transactions and incoming not answered transactions. 2. I/C Lost - lost transactions are those transactions that were not answered by an agent or voice mail, or the caller disconnected. 3. The duration of the transaction is the actual speech time of that transaction. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / period of speech time i.e. agent transaction time and not average duration of the transaction. Page 58 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

63 Pilot Summary (all calls) As above for Pilot Summary but the values shown in this report are for both external and internal calls. The additional call directions are E, J, K, R (refer to the glossary for Transaction Direction definitions). Pilot Summary (all media) As above but the user does not have to specify the media type. Page 59 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

64 Proactive Reports Proactive Reporting by Agent Name This report shows a breakdown of the calls being answered by an agent, specifically showing how users handle Proactive List interactions. Agents set up their campaign lists through the Proactive reporter when an agent logs on to icontact. The report monitors the number of transactions and whether or not they were successful. The user selects the agent name that they wish to report on. The reports displays: Date: The date and time that this segment of the transaction was received or answered. Agent Name: The name of the agent that handled the transaction. Result: The result of the transaction. Transaction Success: A description of whether or not the transaction was successful. Proactive Reporting by Campaign Name This report shows a breakdown of the transactions being answered, specifically how users handle Proactive List interactions. Agents set up their campaign lists through the Proactive reporter when an agent logs on to icontact. It monitors the number of transactions and whether or not they were successful. The user has the option to filter this report by the Campaign name. Page 60 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

65 Summary Reports Incoming Duration Summary A report that shows an analysis for inbound transactions to a specified agent group, i.e. first preference destination. The user is prompted to enter (or to select from a list of values) the Multimedia type to be reported upon. The directions include: G, I, X (refer to the glossary for Transaction Direction definitions). Incoming Duration Summary (all media) As above for Incoming Duration Summary but for all media. Hence the user does not have to specify the Multimedia type to be reported upon. Page 61 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

66 Multimedia Summary A report that provides a high level summary, in tabular form, of incoming transactions presented/answered/lost, waiting times, average transaction duration and long/short duration for all Multimedia transactions. In ADID (DDI) (?) a graph shows the number of presented transaction for the top ten agent group, broken down by media types. The user selects the estimated time that transactions should be viewed as either 'long' or 'short'. The directions include: C, F, G, H, I, N, O, X, Y (refer to the glossary for Transaction Direction definitions). Notes: 1. Lost transactions are those that were not answered by an agent or voice mail or the agent disconnected the transaction. 2. The duration of the transaction is the actual action time of that transaction. This period excludes any duration that the trunk was held / parked by the agent. (e.g. only the time that the agent was talking to the caller, not the time the caller was placed on Hold). The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time i.e. agent transaction time and not average duration of the transaction. Page 62 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

67 System Summary A report, which provides a high level overview of the entire system performance. In addition to the system wide statistics, actual service level, calls presented and calls answered it also gives details of service levels within each agent group and a summary of time in state. The user select their estimated time that a call should be viewed as either short or long. The call directions are C, F, G, H, I, N, O, X, Y (refer to the glossary for Transaction Direction definitions). Notes: 1. Lost calls are those calls that were not answered by an agent or voice mail or the caller disconnected the call (see glossary for tie line). 2. The duration of the call is the actual speech time of that call. This period excludes any duration that the trunk was held / parked by the agent. The average duration therefore calculates each individual speech time added together and divided by the number of segments / period of speech time i.e. agent transaction time and not average duration of the call. 3. System PCA only includes incoming calls in it's evaluation. Page 63 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

68 Target Reports Incoming Calls by Target Group Incoming Calls by Target Group: This report illustrates the quality of service being provided to calls for a target group for Day, 15, 30, or 60 minute intervals, as specified by the user. The values shown in this report are for incoming external calls only. Target Group :The user is prompted to enter (or to select from a list of values) the Target Group to be reported upon. PCA : The user specifies the target time for answering a call (in seconds). The direction is I (refer to the glossary for Transaction Direction definitions). Value Description Notes: Time of call arrival For Day, 15, 30, or 60 minute intervals, as specified by the user. I/C Presented I/C Answered I/C Lost I/C Answered (%) I/C Lost (%) The total number of external incoming calls presented via this Target Group. The total number of external calls which were incoming and answered within the selected Target Group. The number of external incoming calls which were not answered / lost. (see Glossary). The number of incoming answered calls, divisible by the number of incoming presented calls, shown as a percentage. The number of incoming lost calls, divisible by the number of incoming presented calls, shown as a percentage. Average I/C Duration Incoming call duration / Incoming answered calls (above) for that Target Group. Average Wait Average Wait Lost Answered The average total answer time for these calls which were answered (above). Calculated by dividing the answer time by the number of incoming answered calls. The average total answer time for these calls which were lost (above). Calculated by dividing the age of the call at answer, by the number of incoming lost calls. The number of incoming answered calls and the number of incoming calls that were not answered by voic or agent. Call direction includes: Incoming answered - By voic or agent. + Connection - Incoming call answered by voic . Lost - Unanswered incoming lost call by voic or agent.. I: Incoming Answered - Incoming call answered by voic or agent Lost calls are those calls that were not answered by an agent or voice mail or the caller disconnected the call. The age of the call at answer, is the total time that the call rang and queued for, from the point of being connected to the point of being lost ie. For all the call segments of the call. Page 64 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

69 Value Description Notes: Calls Ans Calls Ans Calls Ans Calls Ans Within 60 Calls Ans Within 999 Calls Ans Within +999 Longest Waiting Answered PCA Within 15 The number of incoming answered calls which were answered within target time 1. Within 30 The number of incoming answered calls which were answered within target time 2. Within 45 The number of incoming answered calls which were answered within target time 3. The number of incoming answered calls which were answered within target time 4. Default is 60 seconds (user selected) The number of incoming answered calls which were answered within target time 5. The number of incoming answered calls which were answered outside target time 5. The time of the external incoming call which took the longest to answer. The percentage of incoming answered calls which were answered within the PCA (as above) target time. Calculated by dividing the number of calls within the PCA, by the number of incoming answered calls. Default is 29 seconds (user selected) Default is 30 seconds (user selected) Default is 45 seconds (user selected) Default is 999 seconds (user selected) Page 65 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

70 Target Graphical Summary A report which provides a high level summary of agents by target (the IP Office group the call was programmed to ring) in terms of number of incoming transaction per agent, average transaction duration and lost transactions. Each graph ranks the agents so it is easy to spot the best performing agents at a glance from this report. This report shows a breakdown of transactions by agents, dealing with transactions to the specified target. The values shown in this report are for external transactions only. The user selects the target to be reported upon. The user is prompted to enter (or to select from a list of values) the Multimedia type to be reported upon. The directions include: C, G, H, I, N, O, X, Y (refer to the glossary for Transaction Direction definitions). Notes: 1. The duration of the transaction is the actual action time of that transaction. This period excludes any duration that the trunk was held / parked by the agent. (e.g. only the time that the agent was talking to the caller, not the time the caller was placed on Hold). The average duration therefore calculates each individual action time added together and divided by the number of segments / periods of action time ie. agent transaction time and not average duration of the transaction. 2. With respect to lost transactions, the graph reflects quantity of lost transactions originally targeted at group ie. initially intended for group. 3. The lost transaction count in the grid does not relate to targeting but reflects transactions which were lost whilst alerting an agent for which this is the reporting group. 4. There will not be transfers for web chats. Target Graphical Summary (all media) As above for Target Graphical Summary but for all media. Hence the user does not have to specify the Multimedia type to be reported upon. Page 66 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

71 Target Member Duration A report which provides a transaction duration analysis for inbound transactions to a specified agent hence enabling the Contact Centre Supervisor/Manager to establish the handling efficiency of a particular agent. The user is prompted to enter the parameters (in seconds) for the length of a short transaction for calculations in the report. The user is prompted (in seconds) to enter the parameters for the length of a long transaction for calculations in the report The user is also prompted to enter (or to select from a list of values) the Multimedia type to be reported upon. Note: There will not be transfers for web chats. Target Member Duration (all media) As above for Target Member Duration but for all media. Hence the user does not have to specify the Multimedia type to be reported upon. Page 67 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

72 Trunk Group Reports Trunk Group Activity This report provides a summary of incoming and outgoing transactions for trunk group (s) (including answered and lost transactions) and shows a breakdown of transaction durations by group members. The values shown on this report are for both external and internal transactions. The user selects the trunk group (s) and the media type to be reported upon. The directions are C, D, E, F, G, H, I, J, K, M, N, O, R, W, X, Y, V (refer to the glossary for Transaction Direction definitions). Notes: 1. Transaction length measures device occupancy rather than talk-time. Hence the time from outgoing seize to trunk-clear or inbound-alert to trunk-clear. 2. Outbound trunk transactions include transactions which have been transferred to that Trunk i.e. for a supervised transfer, one transaction from the agent to the trunk and the transferred transaction from the transferred party to the trunk. The cost is allocated at the end of the transaction, therefore, it is assigned to the person who was last connected. 3. Trunk Group Name - This is where the trunk is of a specified trunk device type. 4. Lost transactions are those that were not answered by an agent or voice mail or the caller disconnected. Trunk Group Activity (All Media) Same as above except that user doesn't get prompted for media type. Page 68 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

73 Trunk Group Busy This report shows, in tabular form, the number of times and the total duration that trunk devices in the specified trunk group were in a busy state per breakdown interval (day, 15 mins, 30 mins and 60 mins) as specified by the user. The user is prompted to enter (or to select from a list of values) the trunk group name to be reported upon. Page 69 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

74 Trunk Group Call Duration A report, which shows, in tabular form, the line usage for inbound and outbound calls (internal, external and transfers) via a specific trunk group. Four graphs are also presented for incoming/outgoing call totals against user specified intervals plus incoming/outgoing call percentage against user specified intervals. Hence the Contact Centre Supervisor/Manager can compare the trunk loading in each group. The call directions are: D, F, G, H, I, J, K, M, O, R, W, X, Y, V (refer to the glossary for Transaction Direction definitions). Notes: 1. Call length measures device occupancy rather than talk-time. Hence the time from outgoing seize to trunk-clear or inbound-alert to trunk-clear. 2. Outbound trunk calls include calls which have been transferred to that Trunk i.e. for a supervised transfer, one call from the agent to the trunk and the transferred call from the transferred party to the trunk. The cost is allocated at the end of the call, therefore, it is assigned to the person who was last connected. 3. Trunk Group Name - This is where the trunk is of a specified trunk device type. Page 70 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

75 Trunk Group Response This report illustrates the quality of service being provided to calls from a specified trunk group. The values shown on this report are for both external and internal incoming calls and enables the Contact Centre Supervisor/Manager to analyze the specific trunk groups response times. In addition, graphical data is presented on: Call Totals / User specified interval: The total number of incoming answered calls and those not answered, for the specified interval. Call Response / User specified interval: The average response of answered and lost calls (in seconds), for the specified interval. User specified interval The PCA response for the specified interval. The user selects the trunk group to be reported upon and their target time (in seconds) for answering a call. The call directions are: C, E, I, N, R (refer to the glossary for Transaction Direction definitions). Notes: 1. Trunk Group Name: This is where the trunk is of a specified trunk device type 2. Lost calls are those calls that were not answered by an agent or voice mail or the caller disconnected the call. 3. Longest Waiting Answered: This includes ringing and queuing time. 4. Longest Waiting Lost: This calculates the total age of the call to the point that the call was lost. Page 71 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

76 Trunk Group Summary A report, which provides a high level overview of the groups trunk occupancy. This report shows the trunk device numbers belonging to the selected trunk group, and the number of calls that were incoming and answered by each agent group using that trunk device number in that trunk group. The values shown on this report are for both external and internal incoming. The user selects the trunk group to be reported upon. The call directions are I, R (refer to the glossary for Transaction Direction definitions). Page 72 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

77 Voic Reports Voic Call Flow Monitor A report which provides a breakdown of the calls being answered by the VM. It monitors which options are being used the most / least and whether or not the calls were successful. Tabular data is also given on the group that answered the call, date and time, topics that the caller chose to be passed on to plus the date/time that the call was received/answered. Graphs are provided that show: The percentage of the total calls received/answered by VM that were either successful or unsuccessful. The breakdown of calls for each topic, i.e. the total number of calls for each topic and the number of total calls that were successful and the number that were not. Voic Summary A report which illustrates the level of activity and response time for a group of Voice Manager channels for a day. The values shown on this report are for both internal and external calls. The user selects the Voice Manager group to be reported upon. The call directions are: C, G, H, I, J, K, X, M, O, R, V, W, Y (refer to the glossary for Transaction Direction definitions). Notes: 1. Calls that were answered by the VM but cleared before being transferred or reaching an answer flag in VM. 2. Calls that failed to be answered after transfer by VM (without reaching answer flag). 3. Channel DN - Indicates the directory number for each voice mail port, represented in the report. Page 73 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

78 Voic Call Flow Monitor by Call Flow Name A report which provides a breakdown of the calls being answered by the VM. It monitors which options are being used the most / least and whether or not the calls were successful. Tabular data is also given on the date and time, comments given by VM, topics that the caller chose to be passed on to plus an indication as to whether or not the call was connected to the VM. This report, shows the call information for a user specified group only. Graphs are provided that show: The percentage of total calls received/answered by VM that were either successful or unsuccessful. The breakdown of calls for each topic, i.e. the total number of calls for each group and the number of total calls that were successful and number that were not. Page 74 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

79 Voic Call Flow Monitor by Topic A report which provides a breakdown of the calls being answered by the VM. It monitors which options are being used the most / least and whether or not the calls were successful. This report shows the call information for a user specified topic only. Graphs are provided that show: The percentage of total calls received/answered by VM that were either successful or unsuccessful. The breakdown of calls for each topic, i.e. the total number of calls for each topic and the number of total calls that were successful and the number that were not. Page 75 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

80 MSCRM Sales Reports Account Activity and Notes This report is used to show account management with a log of any activities that have been performed. It enables authorised personnel to view and work with corporate accounts and access a complete history from one place. Contact Activity and Notes This report shows details of contact information for customers and enables users to view all activities for each contact. Page 76 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center

81 Contact Center Summary by State/Province This report shows Account and Contact details for customers that are filtered by the State-Province entered by the user. Contact Center Summary by Zip/Postal This report shows Account and Contact details for customers that are filtered by the Zip-Postal code entered by the user. Page 77 Compact Call Center 40DHB0002USDP Issue 1 (21st September 2004)

82 Opportunity Activity and Notes This report shows potential sale information. It can be used to track information about each opportunity, such as contact information, the stage of the opportunity, the salesperson involved, assignment of revenue credit if the sale goes through, an assessment on the likelihood of closing, and a projected closing date. Page 78 40DHB0002USDP Issue 1 (21st September 2004) Compact Call Center