Custom Reports Plug in

Transcription

1 Custom Reports Plug in User s Guide

2 While every attempt is made to ensure both accuracy and completeness of information included in this document, errors can occur, and updates or improvements may be implemented without notice. For these reasons, Startel cannot accept responsibility for the complete accuracy of this data. Microsoft, Windows, Windows 7, Windows XP Professional, Windows 2008 Server, SQL Server 2008, Microsoft Internet Information Services (IIS) are copyrights, trademarks, or registered trademarks of Microsoft Corporation. All other brand and product names are trademarks or registered trademarks of their respective holders. Part Number: This manual reflects version of Startel Administrative Controls. Copyright 2012 by Startel Corporation The information contained herein is proprietary to, and considered a trade secret of, Startel Corporation, and shall not be reproduced, transmitted, transcribed, or stored in any retrieval system in any form or by any means, electronic, mechanical, magnetic, optical, chemical, manual, or otherwise, without the express written permission of Startel Corporation, 16 Goodyear, Bldg. B # 125, Irvine, California 92618, U.S.A. Revision Date: August 31, 2012

3 Contents Introduction... 5 Chapter 1: Custom Report Basics... 7 Launching the Custom Reports Plug-in... 8 Custom Reports List Screen Features... 9 Copying Reports... 9 Defining Client Ranges in the User Definables Plug-in User Definable Settings Chapter 2: Designing Custom Client Detail Reports About Client Detail Reports Designing a Client Detail Report Defining Filtering for a Client Detail Report...20 Adding Columns in the Columns Screen...22 Client Detail Source Options Client Detail Report: Detail Column Source Options...24 Client Detail Report: Subtotal Column Source Options...27 Client Detail Report: Total Column Source Options...29 Designing Custom Agent Detail Reports About Agent Detail Reports Designing an Agent Detail Report Defining Filtering for an Agent Detail Report

4 Adding Columns in the Columns Screen...38 Agent Detail Source Options Agent Detail Report: Detail Source Options...40 Agent Detail Report: Total Column Source Options...42 Editing, Moving, & Deleting Custom Report Columns Editing a Column in the Column Screen Running and Printing a Custom Report Printing or Saving the Displayed Report...45 Sample Client Detail Report Sample Agent Detail Report Chapter 3: Using Actions to Auto-Dispatch Custom Reports Dispatch Custom Report Action Settings Index

5 Introduction This document describes how to use the Custom Reports plug-in within Startel CMC Administrative Controls. The Custom Reports plug-in is an advanced tool designed for Startel customers who want to run customized reports containing very specific data. Before using this tool which is intended for advanced users it is recommended that you experiment with the Reports plug-in, which offers a wide range of comprehensive, pre-designed reports. Chapters in this document include: Chapter 1: Custom Report Basics (page 7) This chapter introduces the Custom Reports plug-in, and contains instructions for launching the plug-in, and for performing basic operations associated with defining and running Custom Reports. Chapter 2: (page 15) This chapter provides step-by-step instructions for defining Client Detail Reports, defining Agent Detail Reports, and for running, printing, and saving Custom Reports. Chapter 3: Using Actions to Auto-Dispatch Custom Reports (page 49) This chapter shows you how to use the Actions plug-in, or the Actions element of the Client Maintenance plug-in, to define Actions that Auto- Dispatch Custom Reports. 5

6 Introduction 6

7 Chapter 1: Custom Report Basics In STARTEL Administrative Controls, the Custom Reports plugin allows you to design your own customized Client Detail Reports, and Agent Detail Reports. The Custom Reports plug in is recommended for advanced users. Before using this tool, you are advised to experiment with the Reports plug in, which offers a wide range of comprehensive, simple to run reports. Client Detail Reports let you examine calls line by line, with Column options (and Subtotal and Total options) designed to highlight Client call activity and statistics. Agent Detail Reports are similar to Client Detail Reports, but with options aimed at highlighting Agent activity and performance. Unlike the reports that you can generate using the Reports plug-in, Custom Reports contain only the columns and data that you choose. Reports can be displayed on screen, printed, and saved. They can also be auto-generated and sent out in s via Actions. Before you begin designing Custom Reports, please read the topics in this chapter. These include: Launching the Custom Reports Plug-in (page 8) Custom Reports List Screen Features (page 9) Copying Reports (page 9) Defining Client Ranges in the User Definables Plug-in (page 10) 7

8 Custom Reports Basics LAUNCHING THE CUSTOM REPORTS PLUG-IN To launch the Custom Reports plug-in from the STARTEL Administrative Controls (AC) Home page: 1 Start STARTEL Administrative Controls. 2 In the AC Home page, double-click the shortcut. By default, the Client Detail list screen is displayed. This screen lists any Client Detail reports that have already been defined, and offers features available for adding and managing Client Detail reports. 3 If, instead, you want to open the Agent Detail list screen, select Agent Detail, as shown below. 8

9 Custom Reports Basics CUSTOM REPORTS LIST SCREEN FEATURES From a Custom Reports list screen you can add, edit, delete, and copy Custom Reports using features on the Administrative Controls (AC) toolbar: See Chapter 2 for detailed instructions on adding and editing Custom Reports. To add a report, select the type of report you want to add in the left panel (Client Detail or Agent Detail), then click (Add) on the AC toolbar. To edit an existing report, select the report in the list screen, then click (Edit) on the AC toolbar. To delete a report, select the report in the list screen, then click (Remove) on the AC toolbar. To copy a report, select the report in the list screen, then click (Copy) on the AC toolbar. (See below.) COPYING REPORTS Sometimes the quickest way to create a new report is to copy an existing report, edit the report (if necessary), then save the report under a new name. Follow these steps to copy a report: 1 Launch the Custom Reports plug-in. 2 Select the report that you want to copy in the Client Detail or Agent Detail list screen. 3 Click (Copy) on the AC toolbar. 4 When the Report page opens, edit the report name in the Name field. (If you try to save the report without changing the name, an error will display.) 5 Make changes to the report, if necessary. 6 Click (Save) on the AC toolbar to save. 9

10 Custom Reports Basics DEFINING CLIENT RANGES IN THE USER DEFINABLES PLUG-IN When designing Custom Reports in the Custom Reports plug-in, you may want to specify Client Ranges to limit report data to specific ranges of Clients, or Affinity Groups. To do this, you use settings in the Custom Reports Client/Agent Range screen. To specify a Client Range in the Client/Agent Range screen, you can define an impromptu range, or if available select from a set of predefined Client Ranges that have been configured using the User Definables plug-in. Since predefined Client Ranges are a convenient feature, instructions for creating them are provided here. NOTE: The term Client Range would seem to suggests a single contiguous range of clients. However, this feature allows you to define Client Ranges that include multiple ranges, including single client ranges. You can also use an Exclude feature to exclude any clients you like from the Client Range. So, in effect, you can define a Client Range to include any set of clients that you like. Follow these steps to define a Client Range in the User Definable plug-in: 1 Select the shortcut in the Admin Controls Home page. The User Definables list screen is displayed: NOTE: If Client Ranges have already been defined, they are listed in this screen, and can be edited, deleted, or copied using features on the AC toolbar. 10

11 Custom Reports Basics 2 Click (Add) on the AC toolbar. A dialog box like the following opens: 3 Configure settings in this screen (as described in the following table) to define a Client Range. 4 When you re finished, click (Save). NOTE: When Client Ranges are added to the Included and Excluded lists, they are sorted in the order that they were defined. 11

12 Custom Reports Basics User Definable Settings Setting Client Range Name Range Elements Instruction Type a descriptive name for the Client Range in this field. Select ONE of the following to indicate the criteria by which clients should be grouped. Client Ranges: Select this option if you want to group the Client Range by Client ID number. Affinity Ranges: Select this option if you want to group the Client Range by Affinity Group number. Account Ranges: Select this option if you want to define the Client Range by Account Number. Note: This selection determines the First and Last labels that will appear in the right section of the screen. If Client Ranges is selected, labels will read First Client and Last Client. If Affinity Ranges is selected, labels will read First Affinity and Last Affinity, and so on. Included Clients Under the Included Clients heading, select any or all of the checkboxes to indicate the Client Account Type(s) that you want included in the Client Range. Options are: Single Clients Extension Clients Joint Clients Linked Clients Note: Client type is defined for each Client Account in the General element of the Client Maintenance plug-in. 12

13 Custom Reports Basics Setting Attributes Instruction Under the Attributes heading, do the following if you want to exclude clients with a particular status from the Client Range. Select Exclude Disabled if you want to exclude Disabled Clients from the Client Range. Select Exclude Internal if you want to exclude Internal Clients from the Client Range. (An Internal Client is one that has been designated as Internal in the Client Maintenance General Settings screen. Internal Clients are normally clients used by internal staff for testing and training.) Select Exclude Regular if you want to exclude Regular Clients from the Client Range. A Regular Client is any client that has NOT been designated as Internal in the Client Maintenance General Settings screen. Note: The Exclude Internal and Exclude Regular options are mutually exclusive. That is, both cannot be selected at the same time. (Selecting one automatically de-selects the other.) 13

14 Custom Reports Basics Setting First Client / Last Client - or - First Affinity/ Last Affinity - or - First Account/ Last Account Instruction Do the following for each contiguous set of Clients, Affinity Groups, or Account Numbers that you want included OR excluded in the Client Range. Note: What you will include or exclude, and the labels associated with the First and Last fields, depend on the Range Elements selection. If Client Ranges is the selected Range Elements setting: 1 In the First Client field, enter the first Client ID that you want to include or exclude in the Client Range. 2 In the Last Client field, enter last Client ID that you want to include or exclude in the Client Range. 3 Select Add to Includes or Add to Excludes, as appropriate, to move the selected range into the Included or Excluded area. 4 Repeat steps 1-3 for EACH set of contiguous Client IDs that you want to include or exclude. (To specify a single client, enter the same Client ID in both the First Client and Last Client fields.) If Affinity Ranges is the selected Range Elements setting: 1 In the First Affinity field, enter the first Affinity Group number that you want to include or exclude in the Affinity Range. 2 In the Last Affinity field, enter last Affinity Group number that you want to include or exclude in the Affinity Range. 3 Select Add to Includes or Add to Excludes, as appropriate, to move the selected range in to the Included or Excluded area. 4 Repeat steps 1-3 for EACH set of contiguous Affinity Group numbers that you want to include or exclude. (To specify a single group, enter the Affinity Group number in both the First Affinity and Last Affinity fields.) If Account Ranges is the selected Range Elements setting: 1 In the First Account field, enter the first Client Account number that you want to include or exclude in the Account Range. 2 In the Last Account field, enter last Client Account number that you want to include or exclude in the Account Range. 3 Select Add to Includes or Add to Excludes, as appropriate, to move the selected range in to the Included or Excluded area. 4 Repeat steps 1-3 for EACH set of contiguous Account numbers that you want to include or exclude. (To specify a single Account number, enter the account number in both the First Account and Last Account fields.) Note: If you want to remove a range from the Included or Excluded area, select the range, then click Remove. 14

15 Chapter 2: This chapter describes the procedures that you will use to design your own Client Detail and Agent Detail reports in the Custom Reports plug-in. Before you follow the procedures in this chapter, it s recommended that you read and follow instructions in Chapter 1, Custom Report Basics. Topics in this chapter include: Designing Custom Client Detail Reports (page 16) Instructions in this section show you how to design a custom Client Detail report. Designing Custom Agent Detail Reports (page 32) Instructions in this section show you how to design a custom Agent Detail report. Editing, Moving, & Deleting Custom Report Columns (page 43) This section describes various ways that you can edit items in the Custom Reports Column screen. Running and Printing a Custom Report (page 44) Instructions in this section show you how to run and print a Custom Report from the Custom Reports plug-in. 15

16 DESIGNING CUSTOM CLIENT DETAIL REPORTS Refer to the following topics for complete information on Custom Client Detail Reports: About Client Detail Reports (below) Designing a Client Detail Report (page 17) Client Detail Source Options (page 24) About Client Detail Reports Note: The Date Range for a Custom Report is specified at run time. See "Running and Printing a Custom Report" on page 44 for details on running a Custom Report. Custom Client Detail Reports allow you to examine calls line by line, with column options designed to highlight call activity and statistics. Three separate sections can be included in a Client Detail report: Detail, Subtotal, and Total. The Detail section supplies details associated with individual calls. For example, you can choose to display each call s Ring Time, Hold Time, and Talk Time. You may also want to see who handled the call, whether the call was patched, and how the call was terminated. For details on each of the data items that can be included in the Detail section of a Client Detail report, see page 24. A Subtotal section can be included to provide subtotals for 30-minute time increments. For example, you can choose to see how many incoming calls were received each 30 minutes, how many out-dials occurred each 30 minutes, etc. For details on each of the data items that can be included in the Subtotal section of a Client Detail report, see page 27. The Total section supplies numeric Totals for the specified Date Range for example, Total Incoming Calls, Total Outgoing Calls, Total Abandoned Calls. Averages can also be included in a Totals section. For example, you could choose to display Average Talk Time, Average Hold Time, and so on. For details on each of the data items that can be included in the Total section of a Client Detail report, see page 29. NOTES: There is no need or requirement for different sections of a report to be associated with the same data. The Detail, Sub Total, and Total sections are all completely independent, standalone sections. When designing a report, you can use arithmetic operators to specify data like Total Calls minus Abandoned Calls, Ring Time plus Hold Time, and so on. Before you begin designing a report, it will be helpful to have a list of the columns and, if necessary, the clients and/or agents that you want included in the report. See page 10 for details on how to pre-define Client Ranges for reports. 16

17 Designing a Client Detail Report Follow these steps to design a Custom Client Detail Report: 1 Start STARTEL Administrative Controls (AC). 2 Double-click the shortcut in the AC Home page. The Custom Reports opening screen is displayed, with the Client Detail list screen selected by default. If any Client Detail Reports have already been defined, they are listed, as shown below. IMPORTANT: If you want to edit an existing report, you must select the report, then click (Edit) on the AC toolbar. Double clicking on a report Description displays parameters for running the report. 3 Click (Add) on the AC toolbar. 17

18 A screen like the following opens: Notice that this screen has multiple tabs. The General tab is selected by default. Here, you name the report, select the sections you want included in the report, and specify the types of calls that should be detailed in the report. On Defining Report Parameters When you re designing a report, the parameters that you specify in the General, Filters, and Client/Agent Range screens (with the exception of the report Name) can be considered default parameters. As you will see on page 44, when you run the report from Client Maintenance, you are presented with a screen in which you can change these parameters for the current report, if necessary. The runtime screen also contains Date Range parameters that you use to define the Date Range for the report. 4 In the Name field, enter a descriptive name for the report. (For example, Client100 Call Details). NOTE: It s recommended that you NOT give a Client Detail Report the same name as an Agent Detail Report. Doing so will cause confusion if you attempt to set up a Dispatch Report Action for the report. (Dispatch Report Actions do not distinguish between the two Custom Report types.) For more on Dispatch Report Actions, see page

19 See page 16 for details on each of the sections that can be included in a Client Detail report. 5 Under the Sections heading, select the sections that you want included by default in the report. Options are Detail, Total, and Subtotal. NOTE: If you select the Subtotal checkbox, a Subtotals section will show you selected subtotals in 30-minute increments. In future versions of the software, this 30-minute period may be configurable. 6 Under Call Type, select the call types to be included in the report. Choices are In (Incoming calls), Out (Outgoing calls), and Agent VM (Agent Voice Mail). 7 Select (Save) on the AC toolbar to save your changes. 8 Select the Filter tab to display the (optional) Filter screen. Note: When designing a report, you re NOT required to configure the Filter screen. You will use this screen only if you want to define default filtering for the report. 9 If you want to define default Filter parameters for the report, configure this screen as appropriate. (See the gray box on the following page.) Then click (Save) to save your changes. 19

20 Defining Filtering for a Client Detail Report The Client Detail Filter screen lets you define default filtering for a Client Detail report. When you filter a report, you restrict the report to only those calls that meet certain criteria. For example, you could restrict the report to calls that were in the system for at least 10 seconds, or had a Talk Time of more than 3 seconds, and so on. If you specify multiple conditions, ALL must be met for a call to be included in the report. The same filtering options are presented each time you manually run a report. (See page 44.) If you supply different filter parameters when you run a report, those take precedence over default filter parameters supplied in this screen. The Filter screen contains multiple Filter categories Call Time, Time Until Answered, and so on. By combining Filter categories with these relational operators... < (less than) <= (less than or equal to) = (equals) > (greater than) >= (greater than or equal to)...you can define filters to specify report parameters like: Talk Times that are less than 2 seconds. Hold times that are equal to or greater than 60 seconds. Call Times that are greater than or equal to 30 seconds. In addition to filtering data using relational operators, you can also: Filter by call Termination Reason. Include or exclude Patch calls in the report. Filter by a specific Dialed Number. 10 Do ONE of the following: If you want default parameters to restrict the report to calls associated with specific Clients and/or Agents, select the Client/Agent Range tab. - or - If you want default parameters to include calls associated with any Client or Agent, skip to Step

21 The Client/Agent Range screen looks like this: By default, the Predefined Client Range selection is Set Impromptu Client Range. Retain this setting if you want to define an Impromptu Client Range in the area below. 11 If you want default report parameters to include calls associated with specific Clients, select the Client Range checkbox, then do ONE of the following: See page 10 in Chapter 1 for details on how to configure a Predefined Client Range. The Predefined Client Ranges that you can define in the User Definables plug in are more flexible than the Impromptu Ranges you can define here. Open the Predefined Client Range drop-down menu and select the appropriate predefined Client Range. - or - Define an Impromptu Client Range by entering First and Last values in the area below. Note: An Impromptu Client Range can be selected by Client ID (select Clients), Affinity Group number (select Affinities), or Account number (select Accounts). 12 If you want default report parameters to include calls associated with specific Agents, select the Agents checkbox, then select the Agents to include in the report. 13 If, by default, you want the report to include Agents whose access rights have been disabled in Agent Maintenance, select the Show Disabled Agents checkbox. 14 Click (Save) on the AC toolbar to save your changes. 21

22 15 Select the Column tab to display the page where you select columns for the different sections of the report: Note: You can always configure all sections in this screen (Detail, Subtotal, and Total). However, a section will only be included when you run a report if the section name is selected in the General screen. Adding Columns in the Columns Screen The Columns screen is where you define the Column headings for each of the report sections, and select the source that will populate these columns when the report is run. (Remember: The different sections of the report are totally independent, standalone sections.) For EACH column of the report you will: Specify a column Title (column heading). Identify the report Section: Detail, Subtotal, or Total. Use Source and, if necessary, arithmetic Operations (- % * / +), to specify the data that will be displayed in the column. For example: Call Time - Ring Time - Hold Time. Click to add the column heading to the selected section. Click (Save) to save. (Recommended, but not required for each column heading.) 22

23 See the tables that follow for information on each of the Source options available for the different report sections. 16 Configure the following parameters for EACH column to be included in the report. Title: Specify the column heading for the column. Section: Select from the drop-down menu to identify the report section to which the column should be added: Detail, Subtotal, or Total. Source: Open the drop-down menu and select the option that describes the data that should be displayed in the column. (Note: If necessary, you can select multiple options separated by mathematical operators to specify items like Call Time - Hold Time.) 17 Click at the top of the screen to add the column heading to the chosen section. Then, click (Save) to save the column parameters. NOTE: Each time you add a column heading to a section, the heading is added to the next open space on the right. However, you can use drag and drop to move the heading to any location you like. For details on other ways to edit items in the Columns page, see "Editing, Moving, & Deleting Custom Report Columns" on page When you re finished adding columns, click (Save) on the AC toolbar to save your changes. 23

24 Client Detail Source Options Refer to tables that follow for information on each of the Source options that you can select for Client Detail Report Detail, Subtotal, and Total columns. You can use mathematical Operations, if necessary, to define Source items like Call Time Talk Time. Available options are: + * / % Tables include: Client Detail Report: Detail Column Source Options (below) Client Detail Report: Subtotal Column Source Options (page 27) Client Detail Report: Total Column Source Options (page 29) Client Detail Report: Detail Column Source Options Remember: If Filter parameters are applied to a report, the report will only list calls that match the filter criteria. Detail Option AA Time Agent Initials Agent Patch Time Agent Position Agent VM Time Description: For each listed call... The total time the call was connected to Auto Answer. The initials of all the agents who handled the call. The time an agent was in conference with parties being patched. The position number of the last agent to handle the call. The total time the call was associated with Agent Voice Mail. Agent Voice Mail time will include any time the agent was connected to the client s Voice Mail using the Record key. This may include: Recording a message without the caller on the line. Recording a conversation with the caller on the line. (At the start of the call the agent presses the Record key and records all or part of the conversation with the caller.) 24

25 Detail Option Agent Work Time Description: For each listed call... The total Work Time of the last work record of the last agent associated with the call. Work Time is the time the agent spent servicing the call in Agent Interface. ANI/Dialed The Caller ID is shown if the call was an incoming. The dialed number is shown if the call was outgoing. Auto CheckIn (Y/N) Auto Answer (Y/N) Billing Type Call End Time Call Start Time Call Time Call Type Client ID Hold Time Last Agent Meet Me Hold Time PAA Time Patch Time Patch (Y/N) Ref ID Ring Time Split Y or N will indicate whether or not the call went to Auto Check-in. Y or N will indicate whether or not the call was answered by either Auto Answer or Personal Auto Answer. The Billing type associated with the call. For example, InCall; OutCall. The time the call was terminated from the Startel switch. The time the call entered the Startel switch. The total time the call was connected to the Startel switch. The call type. For example, incoming (In); outgoing (Out). The Client ID associated with the call. The total time the call was on Hold. The first name of the last agent to handle the call. The total time the call was on Meet Me Hold. Meet Me Hold is a Hold state associated with Meet Me conference calls. The total time the call was connected to Personal Auto Answer. The total time the call was patched to another call or calls. Y or N will indicate whether or not the call was patched. The Call Reference ID number. This is a unique identifier that the system assigns to each processed call. The total time the call was ringing before being answered by a device or agent. The number of the Split group associated with the call. (This applies to systems that have a 5700 Digital Switch only). 25

26 Detail Option Station Hold Time System Hold Time Talk Time Term Reason Time Until Answered VM Time Wrap Time Description: For each listed call... The total number of seconds that the call was on hold at an agent station. The total time the call was on System Hold. System Hold is a general Hold state not associated with a particular agent. Calls on System Hold can be answered by any qualified agent. The total time the call was in a talk state (i.e, talking with an agent). The termination reason for the call. Termination Reasons that can be returned are as follows: End by Agent: The call was disconnected by an agent. End by Caller: The call was disconnected by the caller. End by Current Loss: The call ended due to loss of current. End by Primitive: The call was terminated via the Primitives menu in the MAT terminal. End by Transfer: The call was transferred. Rejection: The call was rejected by the system (possibly due to Throttling, for example) and a Reject message was sent to the Telco. The total time the call was connected to the Startel switch before the call was answered by an agent. The total time the call was connected to Voice Mail. (This does not include Agent Voice Mail.) The Wrap Time associated with the call. Wrap Time is a pre-configured time allocated for completing a call after the agent disconnects from the caller. 26

27 Client Detail Report: Subtotal Column Source Options Note: If Filter parameters are applied to a report, Subtotal values will only include calls that match the filter criteria, unless otherwise specified. Sub Total Option AA Time Abandoned Calls Agent Patch Count Agent Patch Time Agent VM Time Auto Checkin Calls Auto-Answer Count Call Time Hold Count Hold Time In-Call Talk Time Incoming Call Count Meet Me Hold Time Out-Call Talk Time Outgoing Call Count PAA Count Description: For calls processed during each 30-min increment... The combined time calls were connected to Auto Answer. The number of abandoned calls that occurred. An abandoned call is a call that rang into the system but was not answered (or was answered, but disconnected within three seconds). The total number of calls that were patched by an agent. The combined time agents were in conference with patched parties. The combined time calls were associated with Agent Voice Mail. Agent Voice Mail time will include any time the agent was connected to the client s Voice Mail using the Record key. This may include: Recording a message without the caller on the line. Recording a conversation with the caller on the line. (At the start of the call the agent presses the Record key and records all or part of the conversation with the caller.) The number of Auto-Checkin calls that occurred. The number of calls that went to Auto Answer. The combined Call Time that occurred. (Call Time is the total time a call was connected to the Startel switch.) The number of calls that were placed on Hold. The combined Hold Time that occurred. The Talk Time associated with incoming calls. The number of incoming calls that were processed. The combined time calls were connected to Meet Me Hold. Meet Me Hold is a Hold state associated with Meet Me conference calls. The Talk Time associated with outgoing calls. The number of outgoing calls that were processed. The number of calls that went to Personal Auto Answer. 27

28 Sub Total Option PAA Time Patch Count Patch Time Report Calls Ring Time Station Hold Time System Hold Time Talk Time Time Until Call Answered VM Count VM Time Work Time Wrap Time Description: For calls processed during each 30-min increment... The combined time calls were connected to Personal Auto Answer. The number of calls that were patched. The combined time calls were patched. The number of incoming and/or outgoing calls that occurred that meet Report filtering parameters. (You may want to compare this value to Call Count, which is total calls with no filtering applied.) The combined Ring Time that occurred. Ring time is the time that calls were ringing, waiting to be answered by a device or agent. The combined time calls were on hold at an agent station. The combined time calls were connected to System Hold. System Hold is a general Hold state not associated with a particular agent. Calls on System Hold can be answered by any qualified agent. The combined Talk Time that occurred. Talk Time is the time an agent was in a Talk state with a call. The combined time calls waited to be answered by an agent. The number of calls that went to Voice Mail. (This does not include Agent Voice Mail.) The combined time calls were connected to Voice Mail. (This does not include Agent Voice Mail.) The combined Work Time that occurred. Work Time is the time an agent spent servicing a call in Agent Interface. The combined Wrap Time that occurred. Wrap Time is a pre-configured time allocated for completing a call after the agent disconnects from the caller. 28

29 Client Detail Report: Total Column Source Options Note: If Filter parameters are applied to a report, Total values will only include calls that match the filter criteria. Total Option Description: For calls processed during the selected Date Range... % Abandoned Calls The percentage of calls that were abandoned. An abandoned call is a call that rang into the system but was not answered (or was answered, but disconnected within three seconds) % Auto-Check-in Calls The percentage of calls that went to Auto-Check-in. % Auto-Answered Abandoned Calls % Auto-Answered Calls The percentage of calls that were abandoned Auto-Answer or PAA calls. An abandoned Auto-Answer/PAA call is one where the caller hung up during the greeting. The percentage of calls that went to Auto-Answer or PAA. % Patched Calls The percentage of all calls that were patched. % RPT Calls of Total Calls Average Agent Wrap Time Average Call Time Average Hold Time Average In-Call Time Average Out-Call Time Average Talk Time Average Time Until Answered Total AA Time The percentage of calls that were Report Calls. A Report call is one that matches the filter criteria specified for the report. The average Wrap Time that occurred. Wrap Time is a pre-configured time allocated for completing a call after the agent disconnects from the caller. The average Call Time that occurred. Call Time includes all the time a call was connected to the Startel switch. The average Hold Time that occurred. Hold Time includes any time a caller was waiting on Hold (including System Hold, Station Hold, and so on). The average Call Time associated with incoming calls. The average Call Time associated with outgoing calls. Call Time includes all the time a call was connected to the Startel switch. The average Talk Time that occurred Talk Time is the time an agent was in a Talk state with a call. The average Time it took for a call to be answered by an agent. The total time calls were connected to Auto Answer. 29

30 Total Option Total Abandoned Calls Total Agent Patch Time Total Agent VM Calls Total Agent VM Time Total Agent Work Time Total Auto-Checkin Calls Total Auto-Answer Aban Calls Total Auto-Answer Calls Total Call Time Total Hold Calls Total Hold Time Total In-Call Talk Time Total Incoming Calls Total Out-Call Talk Time Description: For calls processed during the selected Date Range... The total number of Abandoned calls that occurred. An abandoned call is a call that rang into the system but was not answered (or was answered, but disconnected within three seconds) The total time agents were connected to patched calls. The total number of Agent Voice Mail calls that occurred. See the item below for a description of Agent VM calls. The total Agent Voice Mail time that occurred. Agent Voice Mail time will include any time the agent was connected to the client s Voice Mail using the Record key. This may include: Recording a message without the caller on the line. Recording a conversation with the caller on the line. (At the start of the call the agent presses the Record key and records all or part of the conversation with the caller.) The total Agent Work time that occurred. Agent Work Time is the work time of the last work record of the last agent associated with a call. (Work time is the time the agent spent servicing the call in Agent Interface.) The total number of calls that went to Auto-Check-in. The total number of Auto-Answer calls that were abandoned. An abandoned Auto-Answer call is one where the caller hung up during the Auto Answer greeting. The total number of calls that went to Auto-Answer or PAA. The total Call Time that occurred. Call Time includes all the time any type of call was connected to the Startel switch. The total number of calls that were placed on Hold. The total time calls were on Hold. The total Talk Time associated with incoming calls. The total number of incoming calls that occurred. The total Talk Time associated with outgoing calls. 30

31 Total Option Total Outgoing Calls Total PAA Time Total Patch Calls Total Report Calls Total Ring Time Total Station Hold Time Total System Hold Time Total Talk Time Total VM Calls Total VM Time Total Wrap Time Description: For calls processed during the selected Date Range... The total number of outgoing calls that occurred. The total time calls were contacted to Personal Auto Answer. The total number of patched calls that occurred. The total number of calls matching the report s filter criteria. The total time calls were ringing, waiting to be answered by a device or agent. The total time calls were on Hold at an agent station. The total time calls were on System Hold. System Hold is a general Hold state not associated with a particular agent. Calls on System Hold can be answered by any qualified agent. The total Talk Time that occurred. The total number of calls that went to Voice Mail. (This does not include Agent Voice Mail.) The total time calls were connected to Voice Mail. (This does not include Agent Voice Mail.) The total Wrap Time that occurred. Wrap Time is a pre-configured time allocated for completing a call after the agent disconnects from the caller. 31

32 DESIGNING CUSTOM AGENT DETAIL REPORTS Refer to the following topics for complete information on Custom Agent Detail Reports: About Agent Detail Reports (below) Designing an Agent Detail Report (page 33) Agent Detail Source Options (page 40) About Agent Detail Reports Custom Agent Detail Reports allow you to examine calls line by line, with Agentcentric column options designed to highlight Agent activity and performance. Note: The Date Range for a Custom Report is specified at run time. See "Running and Printing a Custom Report" on page 44 for details on running a Custom Report. Two sections can be included in an Agent Detail report: Detail and Total. The Detail section supplies details associated with individual calls. For example, for any listed call, you can choose to see who handled the call, the Talk Time associated with the call, whether the call was rejected, whether the call was ignored, and so on. For details on each of the data items that can be included in the Detail section of an Agent Detail report, see page 40. The Total section supplies numeric Totals for the selected Date Range for example, Total Talk Time, Total Work Time, Total Rotation Time, Total Ignored Assignments, etc. For details on each of the data items that can be included in the Total section of an Agent Detail report, see page 42. NOTES: There is no need or requirement for different sections of a report to be associated with the same data. The Detail and Total sections are all completely independent, standalone sections. When designing a report, you can use arithmetic operators to specify data like Total Calls minus Abandoned Calls, Ring Time plus Hold Time, and so on. Before you begin designing a report, it will be helpful to have a list of the columns and, if necessary, the clients and/or agents that you want included in the report. See page 10 for details on how to pre-define Client Ranges for reports. 32

33 Designing an Agent Detail Report Follow these steps to design a Custom Agent Detail Report: 1 Start STARTEL Administrative Controls (AC). 2 Double-click the shortcut in the AC Home page. The Custom Reports opening screen is displayed, with the Client Detail list screen selected by default. IMPORTANT: If you want to edit an existing report, you must select the report, then click (Edit) on the AC toolbar. Double clicking on a report Description displays parameters for running the report. 3 Select Agent Detail in the left panel to display the Agent Detail list screen. 4 Click (Add) on the AC toolbar. 33

34 A screen like the following opens: Notice that this screen has multiple tabs. The General tab is selected by default. Here, you name the report, select the sections you want included in the report, and specify the types of calls that should be detailed in the report. On Defining Report Parameters When you re designing a report, the parameters that you specify in the General, Filters, and Client/Agent Range screens (with the exception of the report Name) can be considered default parameters. As you will see on page 44, when you run the report from Client Maintenance, you are presented with a screen in which you can change these parameters for the current report, if necessary. The runtime screen also contains Date Range parameters that you use to define the Date Range for the report. 5 In the Name field, enter a descriptive name for the report. (For example, Agent Details 1). NOTE: It s recommended that you NOT give an Agent Detail Report the same name as a Client Detail Report. Doing so will cause confusion if you attempt to set up a Dispatch Report Action for the report. (Dispatch Report Actions do not distinguish between the two Custom Report types.) For more on Dispatch Report Actions, see page

35 See page 32 for details on each of the sections that can be included in an Agent Detail report. 6 Under the Sections heading, do the following: Select Detail if you want a Detail section in the default report. Select Total if you want a Total section in the default report. Select Include Summary by Agent if you want the default report to summarize report data for individual agents. 7 Under the Call Type heading, select the types of calls you want included by default in the report. Choices are In (Incoming calls), Out (Outgoing calls), and Agent VM (Agent Voice Mail). 8 Click (Save) on the AC toolbar to save your changes. 9 Select the Filter tab to display the (optional) Filter screen. Note: You are NOT required to configure the Filter screen. You will use this screen only if you want to define default filtering for the report. 10 If you want to define default Filter parameters for the report, configure this screen as appropriate. (See the gray box on the next page.) Then click (Save) on the AC toolbar to save your changes. 35

36 Defining Filtering for an Agent Detail Report The Agent Detail Filter screen lets you define default filtering for an Agent Detail report. When you filter a report, you restrict the report to only those calls that meet certain criteria. For example, you could restrict the report to calls that were in the system for at least 10 seconds, or had a Talk Time of more than 3 seconds, and so on. If you specify multiple conditions, ALL must be met for a call to be included in the report. The same filtering options are presented each time you manually run a report. (See page 44.) If you supply different filter parameters when you run a report, those take precedence over default filter parameters supplied in this screen. The Filter screen contains multiple Filter categories Call Time, Time Until Answered, and so on. By combining Filter categories with these relational operators... < (less than) <= (less than or equal to) = (equals) > (greater than) >= (greater than or equal to)...you can define filters to specify report parameters like: Talk Times that are less than 2 seconds. Hold times that are equal to or greater than 60 seconds. Call Times that are greater than or equal to 30 seconds. In addition to filtering data using relational operators, you can also: Filter by call Termination Reason. Include or exclude Patch calls in the report. Filter by a specific Dialed Number. 11 Do ONE of the following: If you want default parameters to restrict the report to calls associated with specific Clients and/or Agents, select the Client/Agent Range tab. - or - If you want the default parameters to include calls associated with any Client or Agent, skip to Step

37 The Client/Agent Range screen looks like this: By default, the Predefined Client Range selection is Set Impromptu Client Range. Retain this setting if you want to define an Impromptu Client Range in the area below. See page 10 for details on how to configure a Predefined Client Range in the User Definables plug in. The Predefined Client Ranges that you can define there are more flexible than the Impromptu Ranges you can define here in this screen. 12 If you want default report parameters to include calls associated with specific Clients, select the Client Range checkbox, then do ONE of the following: Open the Predefined Client Range drop-down menu and select the appropriate predefined Client Range. - or - Define an Impromptu Client Range by entering First and Last values in the area below. Note: An Impromptu Client Range can be selected by Client ID (select Clients), Affinity Group number (select Affinities), or Account number (select Accounts). 13 If you want the default report parameters to include calls associated with specific Agents, select the Agents checkbox, then select the Agents you want represented in the report. 14 If you want default report parameters to include Agents whose access rights have been disabled in Agent Maintenance, select the Show Disabled Agents checkbox. 15 Click (Save) on the AC toolbar to save your changes. 37

38 16 Select the Column tab to display the page where you select columns for the different sections of the report: Note: You can always configure both the Detail and Total sections of this screen. However, a section will only be included when you run a report if the section name is selected in the General screen. Adding Columns in the Columns Screen The Columns screen is where you define the Column headings for each of the report sections, and select the data that will be displayed in each of the columns. (Remember: The Detail and Total sections of the report are totally independent, standalone sections.) For EACH column of the report you will: Specify a column Title (column heading). Identify the column Section: Detail or Total. Use Source fields and, if necessary, arithmetic Operations (- % * / +), to specify what will be displayed in the column. For example: Call Time - Ring Time - Hold Time. Click to add the column heading to the selected section. Click (Save) to save. (Recommended, but not required for each column heading.) 38

39 17 Configure the following parameters for EACH column to be included in the report. See the tables that follow for information on each of the Source options available for the different report sections. Title: Specify the column heading for the column. Type: Select from the drop-down menu to identify the report section to which the column should be added: Detail or Total. Source: Open the drop-down menu and select the option that describes the data that should populate the column. (Note: If necessary, you can select multiple options separated by mathematical operators to specify items like Call Time - Talk Time.) 18 Click at the top of the screen to add the column heading to the chosen section. Then click (Save) to save the column parameters. NOTE: Each time you add a column heading to a section, the heading is added to the next open space on the right. However, you can use drag and drop to move the column heading to any location you like. For details on other ways to edit items in the Columns page, see "Editing, Moving, & Deleting Custom Report Columns" on page When you re finished adding columns, click (Save) on the AC toolbar to save your changes. 39

40 Agent Detail Source Options Refer to tables that follow for information on each of the Source options that you can select for Agent Detail Report Detail and Total columns. You can use mathematical Operation options, if necessary, to define Source options like Call Time Talk Time. Available options are: + * / % Tables include: Agent Detail Report: Detail Source Options (below) Agent Detail Report: Total Column Source Options (page 42) Agent Detail Report: Detail Source Options Remember: If Filter parameters are applied to a report, the report will only list calls that match the filter criteria. Detail Option Agent Initials Agent Position Description: For each listed call... The initials of all the agents who handled the call. The position number of the last agent to handle the call. ANI/Dialed If the call was an incoming call, the Caller ID is shown. If the call was an outgoing call, the phone number that was dialed is shown. Assign Time Assignments Assignments Ignored Assignments Rejected The total time the call was assigning to an agent. The number of assignments associated with the call. The number of times the call was assigned to an agent and ignored by the agent. The number of times the call was assigned to an agent and rejected by the agent. A rejected assignment is one that is dealt with by an agent in a manner that rejects the call from the agent position. 40

41 Detail Option Call End Time Call Start Time Call Time Call Type Client ID Hold Counts Last Agent Other Assignments Reference ID Talk Time Term Reason Description: For each listed call... The time the call was terminated from the Startel switch. The time the call entered the Startel switch. The total time the call was connected to the Startel switch. The call type. For example, incoming (In), outgoing (Out). The Client ID associated with the call. The number of times the call was placed on Hold while it was in the system. The first name of the last agent to handle the call. The number of assignments that were disconnected or terminated (normally by the caller) while it was assigning to an agent. The Call Reference ID number. This is a unique identifier that the system assigns to each call. The total time the caller was in a talk state with an agent. The termination reason for the call. Termination Reasons that can be returned are as follows: End by Agent: The call was disconnected by an agent. End by Caller: The call was disconnected by the caller. End by Current Loss: The call ended due to loss of current. End by Primitive: The call was terminated via the Primitives menu in the MAT terminal. End by Transfer: The call was transferred. Rejection: The call was rejected by the system (possibly due to Throttling, for example) and a Reject message was sent to the Telco. 41

42 Agent Detail Report: Total Column Source Options Note: If Filter parameters are applied to a report, Total values will only include calls that match the filter criteria. Total Option Total Assign Time Total Assignments Total Call Time Total Hold Total Ignored Assignments Total Other Assignments Total Rejected Assignments Total Report Calls Total Talk Time Description: For calls processed during the selected Date Range... The total Assign Time that occurred. Assign Time is the time a call was assigning to an agent before being answered by an agent. The total number of call assignments that occurred. A call assignment occurs when an agent is presented with a call. The call may or may not have been answered by the agent. The total Call Time that occurred. Call Time includes all the time any type of call was connected to the Startel switch. The total number of times a call was placed on Hold. The total number of call assignments that were ignored by agents. The total number of times that a call was disconnected/terminated (normally by the caller) while assigning to an agent. The total number of call assignments that were rejected by an agent. A rejected assignment is one that is dealt with by an agent in a manner that rejects the call from the agent position. The total number of calls matching the report s filter criteria. The total agent Talk Time that occurred. 42

43 EDITING, MOVING, & DELETING CUSTOM REPORT COLUMNS The screen that you use to design the columns of a Custom report contains three buttons at the top of the screen: Add, Edit, and Reset. The Add, Edit, and Reset buttons in the Columns screen are used for adding and editing Custom Report columns. You can also use drag and drop for some Report editing tasks. In brief: Clicking adds a column heading that you have defined in the upper part of the screen (as described in procedures earlier in this document). The button is used to edit an existing column. The button clears Source field selections. You can Delete a column that you have added to the report by simply dragging it off the page. You can Move a column heading to another location in a report section by dragging it to the new location. 43

44 Editing a Column in the Column Screen Follow these steps to edit a column that you have added to a Client Detail or Agent Detail report. 1 Open the report s Column screen. 2 Click on the column heading you want to change. 3 Make necessary changes to the column parameters in the top part of the screen. 4 When you re finished, click. 5 When you re ready to save changes, click (Save) on the AC toolbar. RUNNING AND PRINTING A CUSTOM REPORT Once you have designed a Custom Report, you can run the report from the Client Detail or Agent Detail list screen, then print the report, or save the report to a file, if necessary. Follow these steps to run a Custom Report: See page 14 for information on how to define Actions to auto generate and dispatch Custom Reports. 1 Start the Custom Reports plug-in by double-clicking in the AC Home page. 2 Select the type of report you want to run by selecting Client Detail or Agent Detail in the left panel. (Client Detail is selected by default when you first open the plug-in.) 3 When the Client Detail or Agent Detail list page opens, double-click on the report you want to run. 44

45 A screen like the following is displayed: Please note that changes made to default settings at runtime are NOT saved to the Report format. NOTE: Parameters that are assigned by default in this page are the parameters (if any) that were defined for the report in the General, Filter, and Client/Agent Range screens described earlier in this chapter. 4 Under the Date Range heading, fill in the From and To date and time settings to set the Date Range for the report. (Click to select a date from a pop up calendar.) 5 If necessary, adjust additional settings as described earlier in this chapter. 6 When you re ready to run the report, click the icon. To see sample reports, see the pages that follow. Printing or Saving the Displayed Report To print a generated report, or save a report as a file, click or on the AC toolbar, or select File > Print or File > Save from the Menu bar. 45

46 Sample Client Detail Report 46

47 Sample Agent Detail Report 47

48 48

49 Chapter 3: Using Actions to Auto Dispatch Custom Reports Using the Actions plug-in, or the Actions element of the Client Maintenance plug-in, you can define Dispatch Report Actions that will automatically generate and dispatch Custom Reports to clients at defined intervals. Follow these steps to define a Dispatch Report Action for a Custom Report using the Actions plug-in: NOTE: The instructions below apply to the Actions plug-in, but mostly apply to defining a Dispatch Report Action in Client Maintenance as well. The main difference is that in the Actions plug-in, there is an extra step for selecting the client to which the Action will apply. 1 Open the Admin Controls Home page and double-click the shortcut to launch the Actions plug-in. 49

50 Using Actions to Auto-Dispatch Custom Reports 2 Click the arrow on the Client ID selection menu to open the Client selection box. (The System client is selected by default.) 3 When the selection box opens, select the client who should receive the dispatched report. Then click OK. 4 When the Actions plug-in list screen reappears, click (Add) on the AC toolbar to open a dialog box like the following: 5 Configure settings as described in the following table. 6 When you re finished, click (Save). Dispatch Custom Report Action Settings Setting Description Disable Instruction Type a descriptive name for the Dispatch Action in this field. (For example, Client100 Call Detail Report.) If you do NOT want the Dispatch Action to become immediately active upon saving, click the Disable checkbox to disable the Action. 50

51 Using Actions to Auto-Dispatch Custom Reports Setting Client Execute Time Priority Instruction Specify the time that the Action should be executed in the client s time zone. Enter a value to assign a priority level to the Action. Available priority values are 0-9, with 9 representing the highest priority. Note: When Actions are executed automatically by the system, the system uses priority values to determine execution order when Actions have overlapping execute times. Local Execute Time Action Owner This read-only field displays the time the Action should be executed in the local time zone. (This value is automatically calculated based on the entry in the Client Execute Time field.) The Action Owner section of the screen is for identifying the owner of the Action. Select Client if the Action applies to the general client account, and not to a specific member associated with the client. Select Member if the Action applies to a client member. Then click in the Member field and select from a drop-down list of members. Frequency The Frequency section of the screen determine when the Action executes. You can select one of three options from the Type drop-down menu. If you select Weekly, the days of the week appear to the right (each with a checkbox). Select the checkbox for each day of the week that you want the Action to execute. If you select Monthly, the days of the month appear to the right (each with a checkbox). Select the checkbox for each day of the month that you want the Action to execute. If you select Daily, no other setting is displayed. The Action is activated every day at the selected Client/Local execute time. Note: The Once option is not available for Dispatch Report Actions. 51

52 Using Actions to Auto-Dispatch Custom Reports Setting Action Type Instruction The Type setting under the Action heading selects the Action type. To define a Dispatch Report Action for a Custom Report you need to: 1 Select the Dispatch Report option from the Type menu. The following settings appear below the Type selection: 2 Open the Report drop-down menu and select the Custom Report to be generated and dispatched. 3 In the Start Period and End Period fields, specify the time frame for the Custom Report. And note: To specify a Custom Report time frame, you do not directly enter dates and times. Instead, you fill in Start Period and End Period values to define a time period before the Local Execute Time (and date). Dates corresponding to the time period you define are automatically shown in Local Start Time and Local End Time fields to the right of the values you enter. These fields allow you to confirm that you ve entered the right values. 4 In the section, select the checkbox next to each address to which you want reports dispatched. (At least one address must be defined for the client in the Client Maintenance > Client Info element.) 5 If you want the report sent as a CSV (comma separated values) file, select the checkbox labeled Send as CSV file. Local Delivered Time This field is blank when you are adding an Action. When you open the screen to edit or copy the Action, it will display the local time the Action was last executed (if applicable). Note: It may be necessary to scroll down to see this field. 52