contact center: service provider · 2020. 4. 16. · ccsp historical reports user guide -...

Contact Center: Service Provider

Historical Reports User Guide Version 7.3.1

CCSP-HRUG-731-01-10/19

Terms of use

Any software (“Software”) that is made available by Enghouse Interactive Inc. (“Enghouse”), together with any User Documentation (“User

Documentation”) is the copyrighted work of Enghouse. Use of the Software is governed by the terms of a Master Purchase Agreement, End User License Agreement, or similar software license agreement ("License Agreement"). End users are not legally authorized to install any Software that is accompanied

by or includes a License Agreement unless he or she first agrees to the License Agreement terms.

The Software is made available for installation solely for use by users according to the License Agreement. Any reproduction or redistribution of the

Software not in accordance with the License Agreement is expressly prohibited by law and may result in severe civil and criminal penalties. Violators will

be prosecuted to the maximum extent possible.

WITHOUT LIMITING THE FOREGOING, COPYING OR REPRODUCTION OF THE SOFTWARE TO ANY OTHER SERVER OR LOCATION FOR FURTHER

REPRODUCTION OR REDISTRIBUTION IS EXPRESSLY PROHIBITED, UNLESS SUCH REPRODUCTION OR REDISTRIBUTION IS EXPRESSLY PERMITTED BY

THE LICENSE AGREEMENT ACCOMPANYING SUCH SOFTWARE.

THE SOFTWARE IS WARRANTED, IF AT ALL, ONLY ACCORDING TO THE TERMS OF THE LICENSE AGREEMENT. ENGHOUSE HEREBY DISCLAIMS ALL OTHER NON-EXPRESS WARRANTIES AND CONDITIONS WITH REGARD TO THE SOFTWARE, INCLUDING ALL IMPLIED WARRANTIES AND CONDITIONS OF

MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

Enghouse grants a nonexclusive license to customer for use of the User Documentation. The User Documentation contains copyrighted and other

proprietary materials. By accepting the User Documentation, recipients agree that they will not transmit, reproduce, or make available to any external third-party this User Documentation or any information contained herein. Copying, reverse-engineering, or reselling any part of the Software or User

Documentation is strictly prohibited.

The information contained in the User Documentation furnished by Enghouse is based on the most accurate information available at the time of printing.

No representation or warranty is made by Enghouse as to the accuracy or completeness of such information or any ongoing obligation to update such

information. Enghouse reserves the right to change the information contained in this document without notice.

Registered trademarks

Syntellect®, Voiyager®, Continuum ®, MediaVoice®, Apropos®, Envox®, Envox® Activecall, Envox CT ADE®, Envox CT Connect®, Dynamic

Application Discovery®, Interaction Vault® CT Impact®, SmartDialer®, SmartVoice®, SmartCollect®, SmartSupport®, Zeacom®

Enghouse Global End User License Agreement (EULA)

THIS END USER LICENSE AGREEMENT (“AGREEMENT”) GOVERNS THE USE OF PROPRIETARY SOFTWARE AND THIRD PARTY PROPRIETARY SOFTWARE

LICENSED THROUGH ENGHOUSE. READ THIS AGREEMENT CAREFULLY, IN ITS ENTIRETY, BEFORE INSTALLING, DOWNLOADING OR USING THE

SOFTWARE. BY INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER INTERCHANGEABLY REFERRED TO AS “YOU”, “YOUR” OR “CUSTOMER”), AGREE TO THIS

AGREEMENT AND CREATE A BINDING CONTRACT BETWEEN YOU AND ENGHOUSE INTERACTIVE, INC. OR THE APPLICABLE ENGHOUSE AFFILIATE

THROUGH WHICH THE SOFTWARE WAS DISTRIBUTED TO YOU (“ENGHOUSE”). IF YOU ARE ACCEPTING THIS AGREEMENT ON BEHALF OF A COMPANY OR

OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE SOFTWARE LICENSE TERMS. IF YOU DO NOT HAVE SUCH AUTHORITY OR DO NOT WISH TO BE BOUND BY THESE SOFTWARE LICENSE TERMS, SELECT THE “DECLINE” BUTTON AT THE END OF THIS

AGREEMENT AND/OR RETURN THE SOFTWARE TO ENGHOUSE IMMEDIATELY UPON REJECTION, WITHOUT INSTALLING, COPYING, OR USING THE

SOFTWARE FOR A REFUND THEREOF. A REFUND MAY ONLY BE GIVEN WITHIN 30 DAYS FOLLOWING DELIVERY OF THE SOFTWARE. YOUR USE OF THE

SOFTWARE, EVEN IF OBTAINED IN CONTRAVENTION OF THIS LICENSE AGREEMENT OR OBTAINED OTHERWISE THAN THROUGH ENGHOUSE OR AN

ENGHOUSE RESELLER, INDICATES YOUR AGREEMENT TO ALL OF THESE TERMS.

1. DEFINITIONS

“Affiliate” – means any entity that is, directly or indirectly, controlling, controlled by, or under common control with Enghouse Interactive, Inc. or

is a subsidiary of Enghouse Systems Limited. For the purposes of this definition, “control” means the power to direct the management and policies

of such party, directly or indirectly, whether through ownership of voting securities, by contract or otherwise, and the terms “controlling” and

“controlled” have meanings correlative to the foregoing.

“Enghouse Reseller” – a reseller, distributor, direct partner, service provider or other partner authorized by Enghouse to provide Software to end

users in applicable territory.

“Software” – shall mean the collective reference to Enghouse’s proprietary software and any third party proprietary software which Enghouse or Enghouse Reseller may distribute to Customer on the basis of resell or other transfer. Such Software includes any product documentation and any

upgrades, updates, new releases or other modification thereto made generally available by Enghouse in its discretion from time to time. Software

shall not include custom development.

2. SCOPE

This Agreement is applicable to anyone, who installs, downloads, and/or uses Software, obtained from Enghouse or an Enghouse Reseller. Customer

is not authorized to use the Software if the Software was obtained from anyone other than Enghouse or an Enghouse Reseller authorized to

distribute the Software.

3. SOFTWARE LICENSE TERMS AND CONDITIONS

3.1 Rights Granted to Customer: The rights granted to Customer shall be subject to Customer’s compliance with the terms of this Agreement including, without limitation payment for the Software. If Customer has purchased the Software, Enghouse grants to Customer a non-

exclusive, non-transferable license (on a perpetual or subscription basis depending on purchase) to install, use and execute the Software in

object code form on a per-license basis at the location specified (“Software License”). The location of the Software use may be changed by

Customer from time to time with written notice to Enghouse. Software License is limited to the site(s), number of seats, concurrent users, agents, servers, ports, devices, managed applications, and/or copies as applicable to the Software obtained, not to exceed the number of

licenses set forth on applicable orders. The Software License shall become effective upon delivery of the Software and shall remain in force

unless terminated due to expiration or breach of these license grant terms or confidentiality. This right does not include permission to grant

sub-licenses or otherwise transfer such rights. Customer may make copies of the Software for archival purposes only, provided that it retains or affixes the equivalent of Enghouse’s proprietary legend and copyrights to the copy. Additionally, the Customer may make several copies of

the system documentation, excluding training manuals and materials, provided that they are for internal use only. Customer may not reverse

engineer, disassemble or otherwise translate the Software License provided pursuant to this Agreement. Enghouse, or any third party that

owns the Software License, retains exclusive title to and all rights to the Software. The Customer acknowledges that the Software and

documentation are the property of Enghouse and that the only right that the Customer obtains to the Software is the right of use in

accordance with the terms of this Agreement.

CCSP Historical Reports User Guide - CCSP-HRUG-731-01 3

3.2 Governmental Use: All Software Licenses and documentation furnished pursuant to this Agreement were developed at private expense and

are provided with RESTRICTED RIGHTS. Any use, duplication or disclosure by or for any governmental agency of the United States Government or any other jurisdiction shall be subject to the restricted rights applicable to commercial computer software including under FAR

Clauses 12.211, 12.212, 52.227-19 or DFARS 227.7202, 252.227-7013 as applicable or any successor provision or any other legal provisions

respective of restricted rights for commercial software. Consistent with the above, all Software and third party software as well as commercial

computer documentation are licensed to governmental end users only as commercial items and only with those rights as are granted to all other end users under the terms and conditions set forth in this Agreement. Customer may not use or export the Software, third party

licensed software, or documentation except as authorized by law and under this Agreement. In particular, but without limitation, the Software

may not be exported to any U.S. embargoed country.

3.3 Software Title: No title to or ownership of the Software or any of its parts, the information it contains or in any applicable rights therein, such as patents, copyrights and trade secrets, is transferred to Customer. Any reference to “sale”, “purchase” or “subscription” of the

Software shall be deemed to mean, “License on the terms contained in this Agreement.” Enghouse considers the information contained in the

Enghouse Software owned or created by Enghouse to be trade secrets of Enghouse and any third-party software licenses which Enghouse

may resell to Customer to be trade secrets of such third-party licensor. Customer agrees to treat Software as Confidential Information and shall use the same degree of care used by Customer to protect its own Confidential Information. Except as set forth herein, or as may be

permitted in writing by Enghouse, Customer will not provide, transmit or otherwise make available, the Software or any part or copy thereof

to any third party, reverse engineer, reverse compile or reverse assemble the Software in whole or in part, or attempt to derive the source

code, modify, adapt, translate, or create derivative works of the Software or any updates or any part thereof. Notwithstanding the previous

sentence, Customer may configure Software to meet Customer’s needs and user preferences.

3.4 Restrictions: Customer may not publish, display, disclose, sell, rent, lease, loan, or distribute the Software, or any part thereof. Customer

may not assign, sublicense, convey or otherwise transfer, pledge as security or otherwise encumber the rights and licenses granted hereunder

with respect to the Software. Customer may not market, co-brand, private label or otherwise permit third parties to link to the Software, or

any part thereof. Customer may not use the Software, or any part thereof, in the operation of a service bureau or for the benefit of any other

person or entity. Customer may not cause, assist or permit any third party to do any of the foregoing.

3.5 Third Party Software: Some third party software (including some imbedded software) are exclusively licensed pursuant to express end user

license terms made available at http://www.enghouse.com/legal/agreements.html (“Third Party EULA”). To the extent applicable, Customer

agrees to be bound by these end-user terms respective of the applicable Third Party EULA provisions. Third party software licenses provided to Customer which are not expressly provided for in the Third Party EULA provisions are provided to Customer pursuant to the terms of this

agreement including without limitation this Section 3. All third party software are restricted for use solely in conjunction with the particular

Software intended by Licensor to be used therewith or with which Enghouse provides the third party software, and may not be used with any

other products, or on a stand-alone basis.

4. WARRANTIES

4.1 Limited Warranty: Enghouse warrants, for a period of thirty (30) days from date of delivery, that the Software will substantially conform to

the published specifications prevailing at the time of purchase or delivery. Enghouse’s sole obligation and liability hereunder will be to use

reasonable efforts to remedy any such non-conformance which is reported to Enghouse in writing within the warranty period. The exclusive

remedy for any breach of the foregoing warranties is for Enghouse to repair, modify, replace or re-perform (as applicable). Notwithstanding

the foregoing, if longer warranty periods are mandated under applicable law those periods shall apply for that location only.

4.2 Disclaimer of Warranty: EXCEPT AS OTHERWISE SPECIFICALLY PROVIDED IN THIS SECTION 4, SOFTWARE IS PROVIDED BY ENGHOUSE

AND ACCEPTED BY THE CUSTOMER “AS IS” AND ENGHOUSE GIVES TO THE CUSTOMER NO OTHER REPRESENTATION OR WARRANTY OF ANY

KIND, EXPRESS OR IMPLIED, WITH RESPECT TO SOFTWARE OR THE PERFORMANCE OR RESULTS OF USE THEREOF. WITHOUT LIMITING THE FOREGOING, ENGHOUSE DOES NOT WARRANT THAT THE SOFTWARE OR THE OPERATION THEREOF IS OR WILL BE ERROR-FREE OR

UNINTERRUPTED OR MEETS OR WILL MEET THE CUSTOMER’S REQUIREMENTS, AND ENGHOUSE GIVES NO IMPLIED WARRANTY OF ANY

KIND, INCLUDING, WITHOUT LIMITATION, WITH REGARD TO MERCHANTABILITY, NONINFRINGEMENT OR FITNESS FOR ANY PARTICULAR

PURPOSE AND WHETHER ARISING BY USAGE OF TRADE, COURSE OF DEALING OR COURSE OF PERFORMANCE. ENGHOUSE DOES NOT MAKE ANY WARRANTIES OR REPRESENTATIONS TO THE ADEQUACY OR SUFFICIENCY IN COMPLYING WITH THE

TELEPHONE CONSUMER PROTECTION ACT (“TCPA”), ANY DECISIONS, DIRECTIONS OR GUIDANCE GIVEN BY OFCOM OR ANY

COMMUNICATIONS REGULATORY AUTHORITY IN ANY OTHER APPLICABLE JURISDICTION. THE CUSTOMER ACKNOWLEDGES THAT IT IS

CUSTOMER’S EXCLUSIVE LIABILITY TO COMPLY WITH ANY REGULATORY AUTHORITY AND ALL APPLICABLE COMMUNICATIONS LAWS

INCLUDING OUTBOUND COMMUNICATIONS AND DO-NOT-CONTACT OBLIGATIONS. IF CUSTOMER PURCHASES OUTBOUND DIALLER SOFTWARE OR SERVICES, THE PARTIES ACKNOWLEDGE THAT CELL PHONE DATA CONSTANTLY CHANGES AND AS A RESULT MAY NOT BE

ERROR FREE.

5. MAINTENANCE AND SUPPORT

Enghouse has no obligation under this Agreement to provide maintenance/support for the Software. Any maintenance/support purchased for the

Software is subject to Enghouse’s then-current maintenance/support policies.

6. LIMITATION OF LIABILITY

6.1 IN NO EVENT SHALL ENGHOUSE BE LIABLE FOR ANY DAMAGES RESULTING FROM LOSS OF USE, DATA, PROFIT OR BUSINESS OR FOR ANY

PUNITIVE, EXEMPLARY, SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, WHETHER ARISING IN CONTRACT, TORT OR OTHER LEGAL THEORY. ENGHOUSE AND THIRD PARTY SOFTWARE SUPPLIERS’ LIABILITY FOR DAMAGES FOR ANY CAUSE WHATSOEVER,

AND REGARDLESS OF THE FORM OF ACTION, SHALL BE LIMITED TO THE LESSER OF THE PURCHASE PRICE PAID BY THE CUSTOMER FOR

THE PRODUCTS OR SERVICES UNDER THE SPECIFIC ORDER RELATING TO THE CLAIM IN THE PRIOR TWELVE (12) MONTH PERIOD OR ANY

OTHER LIMITATION PROVIDED IN ANY SPECIFIC THIRD PARTY EULA AVAILABLE AT

HTTP://WWW.ENGHOUSE.COM/LEGAL/AGREEMENTS.HTML. ENGHOUSE SHALL HAVE NO LIABILITY FOR ANY CUSTOM APPLICATION PROGRAMS. NO ACTION ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT OR ANY TRANSACTION HEREUNDER MAY BE

BROUGHT BY EITHER PARTY MORE THAN TWELVE (12) MONTHS AFTER THE CAUSE OF ACTION HAS ARISEN, EXCEPT FOR AN ACTION FOR

NON-PAYMENT.

7. CONFIDENTIAL INFORMATION

Each party acknowledges that, in the course of performing its duties under this Agreement, it may obtain information relating to the other party,

which is of a confidential and proprietary nature (“Confidential Information”). Such Confidential Information may include, but is not limited to, this

Agreement, pricing and proposals, computer software, trade secrets, know-how, inventions, techniques, processes, programs, schematics, data,

customer lists, financial information and sales and marketing plans. Each party shall at all times maintain in the strictest confidence and trust all such Confidential Information, which shall not be less than those measures employed by each party in protecting its own Confidential Information of

equivalent value. Customer and its employees agree not to disclose such information to any third party.

The commitments set forth above shall not apply to any Confidential Information which:

A. is now generally known or available or which hereafter through no act or failure on the part of the receiving party becomes

generally known or available;

B. is legally known to the receiving party at the time of receiving such information;

C. is hereafter furnished to the receiving party by a third party without restriction on disclosure, where such third party legally

obtained such information and the right to disclose it to the receiving party; or

D. is independently developed by the receiving party without violation of any legal rights which the disclosing party may have in

such information.

http://www.enghouse.com/legal/agreements.html

http://www.enghouse.com/legal/agreements.html


Both parties agree that all Confidential Information disclosed hereunder shall remain the property of the disclosing party and may only be copied or

reproduced as expressly permitted herein. Upon expiration or termination of this Agreement, the receiving party shall return all Confidential Information to the disclosing party along with all copies and portions thereof, or certify in writing that all such Confidential Information has been

destroyed. No license, express or implied, in the Confidential Information is granted other than to use the Confidential Information in the manner

and to the extent authorized by this Agreement. All Confidential Information disclosed hereunder is provided by the disclosing party without

representation or warranty of any kind.

Where the parties have entered into a separate, confidential non-disclosure agreement (“NDA”) and the terms of the NDA are inconsistent with the

terms contained herein, the terms of the NDA shall take precedence.

8. JURISDICTION

A. If the Software is going to be used in the United States, South and Central America, or the Caribbean, the Agreement is controlled by and construed under the laws of the State of Arizona, United States of America, notwithstanding any conflicts of law provisions; and the state and

federal courts of Arizona shall have exclusive jurisdiction over any claim arising under the Agreement.

B. If the Software is going to be used in Canada, unless expressly prohibited by local law, the Agreement are controlled by and construed under

the laws of the Province of Ontario, Canada, notwithstanding any conflicts of law provisions; and the courts of the Province of Ontario shall

have exclusive jurisdiction over any claim arising under the Agreement.

C. If the Software is going to be used in Europe, the Middle East, Africa, Asia or Oceania (excluding Australia and New Zealand), unless expressly

prohibited by local law, the Agreement is controlled by and construed under the laws of England and Wales, notwithstanding any conflicts of

law provisions; and the English courts shall have exclusive jurisdiction over any claim arising under the Agreement or Warranties. In addition,

if the Agreement is controlled by the laws of England and Wales, no person who is not a party to the Agreement shall be entitled to enforce or

take the benefit of any of its terms under the Contracts (Rights of Third Parties) Act 1999.

D. If the Software is to be used in Australia, unless expressly prohibited by local law, the Agreement is controlled by and construed under the

laws of the State of New South Wales, Australia, notwithstanding any conflicts of law provisions; and the State and federal courts of New

South Wales shall have exclusive jurisdiction over any claim arising under the Agreement.

E. If the Software is to be used in New Zealand, unless expressly prohibited by local law, the Agreement is controlled by and construed under

the laws of New Zealand, notwithstanding any conflicts of law provisions; and the courts of New Zealand shall have exclusive jurisdiction over

any claim arising under the Agreement.

F. If the Software is to be used in any other country, unless expressly prohibited by local law, the Agreement and Warranties are controlled by and construed under the laws of the State of Arizona, United States of America, notwithstanding any conflicts of law provisions; and the state

and federal courts of Arizona shall have exclusive jurisdiction over any claim arising under the Agreement.

9. GENERAL

9.1 Assignment: The interests of Customer in this Agreement are personal and shall not be assigned, transferred, shared or divided in any

manner by Customer without the prior written consent of Enghouse. Enghouse shall be entitled to assign this Agreement and the rights

granted hereunder to any affiliate, subsidiary or successor in interest to Enghouse’s business.

9.2 Injunctive Relief: Customer acknowledges that remedies at law may be inadequate to provide Enghouse with full compensation in the event

of Customer’s material breach of any: (i) license grant hereunder, (ii) confidentiality and nondisclosure obligations herein, or (iii) intellectual

property rights of Enghouse, and that Enghouse shall therefore be entitled, without bond or other security obligation, to seek injunctive relief

in the event of any such material breach.

9.3 Verification: At the request of Enghouse, Customer shall furnish Enghouse with a signed statement that the Software is being used pursuant

to the terms and conditions of this Agreement. If Enghouse has reason to believe that the Software is not being used in accordance with the

terms and conditions of this Agreement, Customer shall permit Enghouse to review your relevant records and inspect your facilities to verify compliance with this Agreement. Enghouse will conduct such inspection during normal business hours in a manner that does not unreasonably

interfere with your business operations. In the event such inspection results in fees due to Enghouse, Customer shall immediately pay those

fees to Enghouse, and any reasonable inspection costs.

9.4 Exports: This Agreement is expressly made subject to applicable laws, regulations, orders or other restrictions on the export of the Software or information about such Software which may be imposed from time to time. Customer shall not export the Software, documentation or

information about the Software and documentation without complying with such laws, regulations orders or other restrictions. Customer

agrees to indemnify Supplier and its licensors against all claims, losses, damages, liabilities, costs and expenses, including reasonable legal

fees, to the extent such claims arise out of any breach of this section.

9.5 Severability: If any provision of this Agreement is determined to be void or unenforceable, in whole or in part, it shall be severable from all other provisions hereof and shall not be deemed to affect or impair the validity of any other provisions, and each such provision is deemed to

be separate and distinct.

9.6 Termination: This Agreement is effective until it is terminated. Customer may terminate this Agreement at any time by destroying or

returning all copies of the Software and documentation in your possession or under your control. Upon termination, Customer agrees to destroy or return all copies of the Software and documentation and to certify in writing that all known copies, including archived copies, have

been destroyed. All provisions relating to confidentiality, proprietary rights and limitation of liability shall survive the termination of this

Agreement.

9.7 Full Agreement: This Agreement supersedes any and all agreements, either oral or written, between the parties hereto with respect to Enghouse licensing the Software to Customer and contains all the covenants and agreements between the parties with respect to the licensing

of such Software. Each party to this Agreement acknowledges that no representations, inducements, promises or agreements, orally or

otherwise, have been made by any party, or anyone acting on behalf of any party, that are not embodied herein, and that no other

agreement, statement or promise not contained in this Agreement shall be valid or binding.


Contents

About this document ............................................................................................................. 7

Audience ........................................................................................................................... 7 New in this document ......................................................................................................... 7 Contents ........................................................................................................................... 8 Reference materials ............................................................................................................ 8 Document conventions ........................................................................................................ 8

Text format .................................................................................................................. 8 Notes and cautions ....................................................................................................... 9

Contact information ............................................................................................................ 9

1: Overview ......................................................................................................................... 10

Permission to view CCSP Historical Reports ............................................................................ 11 Difference in access rights between supervisors ............................................................... 11

Starting CCSP Historical Reports.......................................................................................... 12 Historical Report window ............................................................................................... 13 Historical Report window open too long .......................................................................... 13

Report parameters ............................................................................................................ 14 Default values ............................................................................................................. 15

Configuring time zones....................................................................................................... 15 Creating a list of time zones .......................................................................................... 15 Supervisor selects a default time zone ............................................................................ 16

Changing the week start day to Monday ............................................................................... 16 Exporting CCSP Historical Reports ....................................................................................... 17 Customizing CCSP Historical Reports .................................................................................... 18 Subscribing to CCSP Historical Reports ................................................................................. 19 Printing reports ................................................................................................................. 20 Agent and call states ......................................................................................................... 20 Agent-to-agent (A2A) calls ................................................................................................. 21

2: ACD reports .................................................................................................................... 22

ACD Login Time Distribution ............................................................................................... 23 ACD Processed in IVR ........................................................................................................ 25 ACD Rejected Calls ............................................................................................................ 26 ACD Report....................................................................................................................... 27 ACD WrapUp By Week ....................................................................................................... 29 ACD WrapUp Daily ............................................................................................................. 31

3: Agent reports .................................................................................................................. 33

Agent Management ............................................................................................................ 34 Agent Multi Interaction ....................................................................................................... 36 Agent Profile Daily ............................................................................................................. 38

CSV output ................................................................................................................. 40 Agent State Statistics......................................................................................................... 41

CSV output ................................................................................................................. 43

Contents


Group Multi Interaction ...................................................................................................... 44 Group Performance ............................................................................................................ 46 Group State Statistics ........................................................................................................ 48

CSV output ................................................................................................................. 50 Supervisor Daily ................................................................................................................ 51

4: Configuration audit reports ............................................................................................. 52

Understanding configuration audit reports ............................................................................ 55 Unexpanded rows ........................................................................................................ 55 Expanded rows ............................................................................................................ 55

5: Dialing reports ................................................................................................................ 56

Campaign Performance ...................................................................................................... 57 Daily Outbound Campaign Status ........................................................................................ 59 Dialing Agent Performance ................................................................................................. 61

Volumes and averages.................................................................................................. 61 Time disposition values ................................................................................................. 61 Time disposition percent ............................................................................................... 62 Dialing code disposition ................................................................................................ 62

Dialing Group Performance ................................................................................................. 63 Volumes and averages.................................................................................................. 63 Time disposition values ................................................................................................. 63 Time disposition percent ............................................................................................... 64 Dialing code disposition ................................................................................................ 64

Outbound Campaign Agent ................................................................................................. 65 Outbound CDR .................................................................................................................. 66

6: Event audit trail/CDR reports ......................................................................................... 67

CDR Actions ...................................................................................................................... 68 CDR Detail Per Call ............................................................................................................ 69 CDR IVR ........................................................................................................................... 74

Error IDs for outgoing calls ........................................................................................... 75 CDR IVR Crosstab .............................................................................................................. 77 CDR IVR Hourly Activity ..................................................................................................... 78 CDR IVR Per Call ............................................................................................................... 79 CDR Portal ........................................................................................................................ 80 Circuit Delivery CDR .......................................................................................................... 84

7: Licensing reports ............................................................................................................ 85

8: Queue reports ................................................................................................................. 86

Queue Abandoned Daily ..................................................................................................... 87 Queue Statistics ................................................................................................................ 88 Queues Agent Hourly ......................................................................................................... 91 Queues by Agent ............................................................................................................... 93 Queues by Agent Groups .................................................................................................... 95

9: VCS reports ..................................................................................................................... 97


About this document

This chapter contains the following information:

Audience

New in this document

Contents

Reference materials

Document conventions

Contact information

Audience This document is for CCSP tenant administrators and CCSP supervisors who view contact center performance statistics. The VCS report chapter is for CCSP system administrators.

New in this document Version 7.3.1 contains the following new information:

Changing the week start day to Monday — the system administrator needs to run a command on the tenant's historical database.

Version 7.3.0 contains the following new information:

1: Overview — added Report parameters, and Agent-to-agent (A2A) calls.

2: ACD reports — updated ACD Login Time Distribution, ACD WrapUp By Week, and ACD WrapUp Daily.

3: Agent reports — updated all reports except Supervisor Daily.

6: Event audit trail/CDR reports — updated CDR Actions, CDR Detail Per Call, CDR IVR, and CDR Portal.

8: Queue reports — updated all reports.

About this document


Contents This document contains the following sections:

About this document provides information to guide users of this document.

1: Overview describes how to start, configure, export, customize, subscribe to, and print CCSP Historical Reports.

2: ACD reports to 8: Queue reports describes the reports available to tenant administrators, tenant-wide supervisors, and supervisors, depending on their permission profile.

9: VCS report describes the reports available only to system administrators.

Reference materials Use this document with the following Help systems and documents:

CCSP Installation Guide

CCSP System Administrator Guide

CCSP Tenant Administrator Guide

CCSP Dialer Guide

You can obtain the information you need for writing your reports from the course CCSP Custom Historical Reports: Report Creation and Customization, provided by Enghouse, and the CCSP Historical Reports Technical Guide.

Information about writing your own reports includes these items:

Standard Reports — the standard reports you use as a basis for your customized reports

Customized Reports

Database structure

Stored procedures and functions

MSRS Report Definition Language (RDL) files

Document conventions This document uses following text format and notation conventions.

Text format

Bold text indicates a button, field, link, option name, or similar function requiring an action.

Italicized text indicates directory paths, system responses, new terms, and references to external documents.

Text in this font indicates code.

About this document


Notes and cautions

Icons used throughout this document identify additional details or special conditions.

Note

Provides additional information or describes special circumstances.

Caution

Warns of user actions that may cause system failure or irreversible conditions.

Stop

Describes actions that you should only perform under the supervision of Enghouse Customer Support.

Contact information To submit comments or questions about the content in this document, please open a case in Support.


1: Overview

This chapter contains the following information:

Permission to view CCSP Historical Reports

Starting CCSP Historical Reports

Report parameters

Configuring time zones

Changing the week start day to Monday

Exporting CCSP Historical Reports

Customizing CCSP Historical Reports

Subscribing to CCSP Historical Reports

Printing reports

Agent and Call States

Agent-to-agent (A2A) calls

CCSP Historical Reports contain several standardized reports that enable supervisors and administrators of a contact center to effectively manage day-to-day operations.

By default, only supervisors have permission to view CCSP Historical Reports.

Note

Assign tenant administrators the combined Administrator and Supervisor permission profile to enable them to view CCSP Historical Reports

CCSP Historical Reports are installed in your contact center as part of the CCSP Web Support package. You access CCSP Historical Reports through Internet Explorer (IE).

To check the CCSP Historical Reports URL assigned by your landlord:

1. In the CCSP Administrator, right-click your tenant in the Navigation Panel.

2. From the shortcut menu, select Properties. The Properties dialog box appears.

3. Scroll to URLs and view the Historical Reports URL.

Note

Your CCSP Historical Reports URL has the following default structure:

http://<Fully_Qualified_Domain_Name>.<Virtual_Directory>

The Fully_Qualified_Domain_Name (FQDN) is your domain and the Virtual_Directory is the virtual directory that contains your historical reports.

1: Overview


Permission to view CCSP Historical Reports A tenant-wide supervisor has permission to view all CCSP Historical Reports.

Only supervisors have the permission to view CCSP Historical Reports, but the Permission Profile assigned to a particular supervisor can restrict the reports that that supervisor can view.

When a user logs on to Microsoft Reporting Services, the user Permission Profile is checked:

A user has to be defined as a supervisor to view the reports.

If no Permission Profile is defined for the user, then all information will be shown as though the supervisor is a tenant-wide supervisor.

If a Permission Profile is defined for the specific supervisor, then only Tenant CCSP Historical Reports display:

Queues allowed by the profile

Campaigns allowed by the profile

Groups allowed by the profile

Agents in teams and groups allowed by the profile

Supervisor profiles are updated at specified intervals. If a specific profile is changed, a new report execution within the same supervisor session accesses the new profile.

If you attempt to access CCSP Historical Reports for which you do not have access, the Reporting Services Error window appears.

Difference in access rights between supervisors

Tenant-wide supervisors can display these reports in addition to all other CCSP Historical

Reports:

Automatic Call Distribution (ACD)

Call Detail Report (CDR)

Agent Monitoring

Processed in IVR

License Usage Reports

Supervisors assigned permissions to specific groups and/or teams cannot display these reports but can display all other reports.

1: Overview


Starting CCSP Historical Reports To start CCSP Historical Reports:

1. Do one of the following:

In the CCSP TouchPoint Supervisor window, in the gadgetory, click Historical

Reports.

Type the CCSP Historical Reports URL in the address bar of your browser.

The logon dialog box appears.

2. Type your administrator user ID and your password.

3. Click Log on. The Historical Reports window appears.

To select a report:

1. Click a category in the Historical Reports window.

2. In the window that opens, click a report.

If you run CCSP Historical Reports on your computer, and if you try to access a website which then opens in your Historical Reports window instead of the browser window, do the following:

1. In Internet Explorer, click Tools and then click Internet Options.

2. Click the Advanced tab.

3. Make sure that the item Reuse windows for launching shortcuts is not selected. If it is, clear the selection.

4. Click OK.

1: Overview


Historical Report window

The window of your selected report presents a number of options.

The following table describes the toolbar options.

Option Function

First Page — click to navigate to the first page of the report.

Previous Page — click to navigate to the previous page of the report.

Page number and page count Current Page — shows the number of the displayed report page and total pages.

Next Page — click to navigate to the next page of the report.

Last Page — click to navigate to the last page of the report.

Zoom — click to select the magnification level.

Find | Next Find Text in Report — type the text you want to find in the report in the text box. Click Find to find the first instance and Next to find the next instance.

The maximum length of the text is 256 characters. The search is case sensitive.

Export — click to select a data format for the exported report. For more information, see Exporting Historical Reports.

Refresh — click to refresh the report. Data for live reports is refreshed. Cached reports are reloaded from storage.

Print — click to print the report.

Export to Data Feed — click to export the report to data feed.

Historical Report window open too long

If a Historical Report window is left open for more than 20 minutes without being refreshed, and you then try to refresh it, you will see the message IIS Session time-out has expired due to report being idle. Please close this page and reopen the report. This is expected behavior because the default time-out has been set by Microsoft in the IIS to 20 minutes.

The system administrator can change the time-out. If reopening the report is inconvenient,

contact your system administrator.

1: Overview


Report parameters Each report has a number of parameters to enable the report to be customized to the user's requirements. The parameters in each report vary according to the data it shows. Any variations to these parameters, or any additional parameters are listed against the reports as required.

This following are the most common parameters.

Parameter Description

From Use to specify a from date so the report returns only call information from this date onwards. Unless stated against the specific report, this includes calls that are already in progress from 00:00:00 of the date specified.

To Use to specify a to date so the report returns only call information up to the end of this date. Unless stated against the specific report, this includes calls

that are still in progress at 23:59:59 on the date specified.

Time Zone Use to show the report data according to a specific time zone. For more information, see Configuring time zones.

Group By Use to break down statistics by different date periods. The report can present all or a selection of the following:

Hour

Day

Week

Month

Group By Media Type Available in some reports. Use to show a breakdown of call statistics by the media type of the call. When set to False, the default, the statistics are shown for all media types. When set to True, a breakdown is provided for each Media Type involved.

Media Type Available in some reports. Use to filter the statistics by the media type of the calls. The default, All, does not filter out any calls of any media type,

otherwise only calls of the selected media type are shown.

The following media types are available:

Callback call

Chat call

E-mail call

Voice call

Voicemail call

Queue Available in some reports that provide data from a queue perspective. Use to filter data to a specific queue. The default, All, includes data for all queues.

Group Available in some reports that provide data from an agent perspective. Use to filter data to a specific group. The default, All, includes data for all groups.

Person Available in some reports that provide data from an agent perspective. Use to filter data to a specific agent. The default, All, includes data for all agents.

1: Overview


Default values

All report parameters can be configured to have default values. In this guide, when we refer to the default value for a parameter, it refers to the value assigned as the default when the report is first published, or when the parameter is first added to the report. If the default value is changed in a newer version of the product, when the reports are republished it will not update the default value for your reports.

This is because the reports allow you to reconfigure the default values yourself, assuming you have permission to do so. By ensuring that default values are never overwritten when a report

is republished, it ensures that any changes made by yourself to these default values are preserved avoiding the painful job of reconfiguring them every time the reports are republished.

Configuring time zones The default CCSP time zone is the time zone the system administrator established for the CCSP platform. This can be set to coincide with where the main platform is located, or another time zone that is convenient for the system administrator, for example, GMT. Administrators

and supervisors often want to see reports based on other time zones, usually because contact centers and/or users are located in other geographic regions.

Every tenant can have its own list of time zones for supervisors to select when generating or subscribing to a report. The list of time zones includes captions for each time zone, usually the name of the place where each contact center is located, and its time zone offset. The time zone offset is defined as the difference between the platform time zone and the desired time zone. For example, if the platform time zone is set for Dublin, Ireland but the tenant is in New

York, the selected time zone configuration would be GMT-5:00. The default time zone offset is 0. The time zone defined for the platform is displayed in reports as the Default time zone.

The list of time zones for each tenant is typically created by the system administrator because it requires direct access to the tenant database. It may also be created by a tenant administrator who has been granted such privileges.

You can define a list of time zones that applies to all tenants assigned to a database.

Creating a list of time zones

If a tenant administrator has sufficient access rights to the database, the tenant administrator can create a list of time zones that serves as a menu for the default time zone. Otherwise, the system administrator creates the tenant time zones.

To create a list of time zone offsets, the administrator adds records to the

siTimeZoneOffsets table in the CCSP Historical Reports database. These are the columns of the table:

TimeZoneOffset_ID — int, primary key, ID of the time zone offset

TimeZoneOffsetinMinutes — time zone offset in minutes

TimeZoneOffsetName — nvarchar 255, name of the time zone offset. Usually, the name indicates the geographic location of the contact center.

ShowOnlyForTenant_ID — if not NULL, indicates this offset applies only to the specified tenant. If NULL, the time zone applies to all tenants assigned to this database.

The default table has one record with TimeZoneOffsetName set to Default, TimeZoneOffsetinMinutes set to 0 offset, and ShowOnlyForTenant_ID set to NULL.

Compute the time zone offsets from the formula:

Time Zone Offset (in minutes) = Requested Time Zone – Platform Time Zone

1: Overview


For example, to create a time zone which adds 6 hours to the platform's time zone, specify 360 in TimeZoneOffsetinMinutes. To subtract, include a negative value, for example, to view all reports an hour back, specify –60.

The TimeZoneOffsetName serves as a label for the time zone determined by the offset.

Supervisor selects a default time zone

The Historical Reports Subscription window has a Time Zone list to enable the supervisor to configure the time zone setting of his reports.

To configure the times of CCSP Historical Reports:

1. Point to the report name and click the Open Menu arrow.

2. Click Subscribe. The Subscription dialog box appears.

3. In the Time Zone list, select the time zone relevant to your location.

The labels are determined from the TimeZoneOffsetName in the siTimeZoneOffsets Table, as set by the administrator.

The selected time zone becomes the default for this supervisor's CCSP Historical Reports until the supervisor selects another time zone. The database preserves this default value across sessions by recording the value in the siTimeZoneOffsetSupervisorDefault database table

every time an historical report is executed. The table has these columns:

Tenant_ID — int, primary key, Tenant_ID of the user

Supervisor_ID — int, primary key, Supervisor ID

SupervisorName — nvarchar 64, primary key, supervisor name

TimeZoneOffset_ID — int, ID of the last used TimeZoneOffset

There is no need to edit this table manually.

Changing the week start day to Monday The default starting day of the week is Sunday. To change the starting day to Monday, the system administrator must run a command on the tenant's historical database. For details, refer to the Managing historical databases and data warehouses chapter in the CCSP Operation Guide.

1: Overview


Exporting CCSP Historical Reports You can export the historical report you are viewing by selecting a format from the Export list in the window.

To export a report:

1. On the Historical Reports menu, click Export.

2. In the format list, click the data format. This table describes the options.

Option Description

XML file with report data Open the report in your computer's default XML viewer.

CSV (comma delimited) Save your report as a CSV (comma-delimited) file. The file will have the same name as the report. This type of file can be imported into Microsoft Excel or other spreadsheet programs.

Note

Export as CSV is not supported for reports containing graphics.

PDF View a report using a client-side PDF viewer. You must have Adobe Acrobat Reader to use this format.

MHTML (web archive) View the report in an MIME-encoded HTML format that keeps images and linked content together with a report.

Excel View the report in Microsoft Excel.

TIFF file View the report in the default TIFF viewer. For some Microsoft Windows clients, this is the Windows Picture and Fax Viewer. Choose this format to view a report in a page-oriented layout. We recommend the TIFF format for printing reports.

Word View the report in Microsoft Word.

3. To save the data, click Save or Save As.

1: Overview


Customizing CCSP Historical Reports CCSP provides a default set of reports, which can be customized only by system administrators.

To customize reports:


2. Click Manage. The Manage window appears.

3. Click the Properties tab. The Properties dialog box appears.

4. In Name, type a new title for the report.

5. In Description, type a new description.

6. To hide the report in Tile view, select the Hide in tile view check box.

7. To upload a new definition of the report, click Apply.

8. To delete the report, click Delete.

9. To move the report to a different location in Historical Reports, click Move.

10. To create a new linked report that is based on your selected report, click Create Linked Report.

To more fully customize your reports, you need to be familiar with Microsoft Reporting Services (MSRS), SQL Server, and Visual Basic.

1: Overview


Subscribing to CCSP Historical Reports

Note

To subscribe to a report, you must view CCSP Historical Reports through your browser, and not through CCSP TouchPoint.

Tenant administrators do not see the tenantId field.

Caution

In Reporting Services, user-defined subscriptions that are created according to the permissions granted by the Manage individual subscriptions task contain a pre-set user name based on the domain user account. If you use an SMTP server or forwarder that uses email accounts that are different from the domain user account, the report delivery fails when the SMTP server tries to deliver the report to that user.

To correct this problem:

1. Navigate to \Program Files\Microsoft SQL Server MSSQL.n\Reporting Services\ ReportServer\RSReportserver.config.

2. Back up RSReportserver.config.

3. Open the original RSReportserver.config in a text editor.

4. Set SendEmailToUserAlias to False.

5. Set DefaultHostName to the Domain Name System (DNS) name or IP address of the SMTP server or forwarder.

6. Save the file.

To subscribe to a report:


2. Click Subscribe. The Subscription dialog box appears.

1: Overview


Note

In the range list:

today = last 24 hours

yesterday = last calendar day

last week = 7 day week

last calendar month = 30/31 days per month

3. Complete the form.

For more information, see http://msdn2.microsoft.com/en-us/library/ms157386.aspx.

Printing reports

To print a report, click in the window of the selected report.

Agent and call states The agent states and corresponding call states are as follows.

Agent state Call state

Available Idle (no call)

Ringing

Available In Call In Call

On Hold

Wrapup

Preview

Released Idle (no call)

Ringing

Released In Call In Call

On Hold

Wrapup

Preview

Agent states are accumulated in elapsed time. There is no overlap between agent states no matter how many simultaneous calls they were on. For example, if an agent is Available In Call for a period of time, that period of time represents the elapsed real time the agent was in

call. Consequently, the total of all agent states for a login session is the same as the login

duration of that session.

In contrast, call states are accumulated in cumulative time. Call states can overlap for each simultaneous call and the total time is considered cumulatively. For example, if an agent is in the In Call state on 2 separate calls for the same period of time, the In Call state time is twice that of the elapsed Available In Call time for the same period. Consequently, the total of all Call States for a login session can be more than the login duration of that session.

http://msdn2.microsoft.com/en-us/library/ms157386.aspx

1: Overview


Agent-to-agent (A2A) calls When voice calls are transferred directly from one agent to another, there is an accompanying call leg that facilitates the transfer to the destination agent. This call leg is known as an agent-to-agent, or A2A call. If a report includes the A2A call count, the count is increased for voice call transfers even if the two agents do not talk.

By contrast, non-voice calls, for example chat or email calls, do not generate an A2A call leg when the calls are transferred. Therefore the A2A call count is never increased for non-voice transfers.

A2A calls are not included in every report, and each report specified if they are included.

Direct transfers are transfers from one agent to another without using an Entry Point.


2: ACD reports

Note

Only tenant-wide supervisors can display Automatic Call Distribution (ACD) reports.

ACD actions are reported when the event starts, for example, when a call is picked up, when a call is rejected, or when a call is wrapped up.

ACD reports filter calls by PickUpTime. Queue reports filter calls by ArrivalTime. If a call arrives within the timespan but is picked up after the timespan, the call is counted in Queue reports but not in ACD reports.

ACD reports exclude monitoring time.

To view ACD reports:

1. In the Historical Reports window, click ACD Reports. The ACD Reports window appears.

2. Click the report you want to view:

ACD Login Time Distribution

ACD Processed in IVR

ACD Rejected Calls

ACD Report

ACD WrapUp By Week

ACD WrapUp Daily

2: ACD reports


ACD Login Time Distribution This report summarizes how agents used their time when they were logged on.

This report provides the following information.

Field Description

Available The average time (Avg. T), and the percentage of time (% Login T) that the agents were available to take calls, but not currently handling calls. Includes ringing time. This summary is a weighted average.

Released The average time (Avg. T), and the percentage of time (% Login T) that the agents were released and not able to take calls, and not currently handling calls. Includes ringing time. This summary is a weighted average.

In Call The average time (Avg. T), and the percentage of time (% Login T) that the agents were handling calls. This is the sum of Available In-call time and Released In-call time.

Available In Call The average time (Avg. T), and the percentage of time (% Login T) that the agents were handling calls and able to take further calls. Includes on-hold time and wrap-up time. This summary is a weighted average.

Released In Call The average time (Avg. T), and the percentage of time (% Login T) that the agents were handling calls but unable to take further calls due to load. Includes on-hold time and wrap-up time. This summary is a weighted average.

Total Available The average time (Avg. T), and the percentage of time (% Login T) that the agents were available to take calls whether or not they were already handling calls. This is the sum of Available time and Available In-call time.

Total Released The average time (Avg. T), and the percentage of time (% Login T) that the agents were released and unable to take new calls, whether or not they were already handling calls. This is the sum of Released time and Released In-call time.

2: ACD reports


Here is an example of the report.

2: ACD reports


ACD Processed in IVR This report summarizes the total calls processed in IVR each day. These calls were processed entirely in IVR and not queued for service by an agent, for example, where the caller completed the service in IVR or abandoned the call while in IVR.


Field Description

Action Time Half hour interval in which call occurred

Arrival T Time that call arrived

Caller ID ID of the caller

Terminated in IVR Reason Possible reasons for call termination in IVR are:

IVR successful — IVR completed and call transferred to queue

Caller terminated call in IVR — abandoned the call while in IVR

IVR script disconnect

IVR disconnect timeout

IVR caller left voice message

No available resources. System dropped the call

Call was transferred to an external number


2: ACD reports


ACD Rejected Calls This report summarizes rejected calls.

Note

If a queue name is changed, up to three different names for the same queue ID are listed, separated by a comma.


Field Description

Arrival Time Time that the rejected call arrived


Skill Name Skill or skills required for the call

Reason Possible reasons for call rejection are:

No satisfying agents — no agents with required skills currently logged on

Invalid queue — queue assigned to the call does not exist in configuration

Tenant was unassigned from Connection Server — the tenant was unassigned from the Connection Server assigned to handle the call


2: ACD reports


ACD Report This report summarizes all calls received in the contact center on the day of the report and provides the average for all calls.

This report includes the following additional parameter.


Include Rejected Calls

If Yes, rejected calls are included. Any call legs that are answered are reported on normally. The final rejected call leg increments the Offered count.

If No, rejected calls are excluded completely. For voice calls. this filters out the rejected call leg. For email and chat calls, this filters out all legs of the rejected call. The default is No.


Field Description

Offered Total calls that were offered to the call center. A call is counted as offered when it is first offered to a queue, and any time it is subsequently requeued.

Excludes callback response, and outbound calls.

Offered = handled calls + calls abandoned in queues + calls processed in IVR

Note

If the Include Rejected Calls parameter is Yes, rejected calls are counted against each queue until they are rejected.

New Total new calls offered to the call center. A call is counted as new when it first arrives, or if it is pulled or aged.

Handled Total calls that were answered. Includes transferred calls.

Transfer Total calls that were transferred

Note

There is a known issue whereby the Transfer count is one lower than it should be for every answered chat call that is later rejected after a transfer to another queue. This discrepancy is only apparent if you chose to include rejected calls, and only if the last call leg is rejected following a transfer to system using an entry point.

Abd in Q Total calls that callers abandoned in queue

Proc IVR Total calls processed only in IVR

Avg Ans Average time until the agents answered the calls

Avg Talk Average time from when first agent picked up the call until the call terminated. Includes hold time and transfer to external numbers.

Avg Abd Average duration of abandoned calls

Avg Hold Average time that callers spent on hold

Avg Wrp Average time that agents spent in wrapup

Avg Hnd Average time that agents spent talking and in wrapup. Avg Hnd = avg (talk time + wrapup time)

SL (%) Service level percent. SL (%) = total calls handled within TQOS) x 100 / ((total calls handled) +(total calls abandoned) - (total calls abandoned within TQOS))

2: ACD reports



2: ACD reports


ACD WrapUp By Week This report summarizes agent wrapup reports for six weeks from the selected start date.

Note

Wrapup codes are defined by the system administrator or tenant administrator. The

wrapup codes and corresponding text that appear in the report may be different in your organization.

Wrapup not selected indicates that the system automatically wrapped up the call because the queue has no codes mapped to it or is set as no wrapup.

By default, weekly reports start on a Sunday. This can be changed by your system administrator.



Start from week Select the start of the week to mark the report's start date. Data is then collated for the following 6 weeks.


Field Description

Media Type The media type of the calls

Wrapup Name The name of the wrapup code used

Week n The total number of calls of this media type that were wrapped-up with this code during this week

Total The total number of calls of this media type that were wrapped-up with this code during the six weeks period of the report


2: ACD reports


2: ACD reports


ACD WrapUp Daily This report summarizes agent wrapup reports for each day during the selected timespan.

Note

Wrapup codes are defined by the system administrator or tenant administrator. The

wrapup codes and corresponding text that appear in the report may be different in your organization.

Wrapup not selected indicates that the system automatically wrapped up the call because the queue has no codes mapped to it or is set as no wrapup.

By default, weekly reports start on a Sunday. This can be changed by your system administrator.


Field Description

Action Time Time that the agent wrapped up the call

Media Type The media type of the call

Agent The agent that handled the call

Queue The queue the call first arrived on

Comments Agent's comment

Total by code Total calls by wrapup code

Total by date Total calls on particular date in the selected range of dates

2: ACD reports




3: Agent reports

Note

The names of agents who logged on in the seven days prior to the report range appear in the Person drop-down list.

When you select All agents, agents who logged on eight or more days prior to the report range and changed their state within the timespan are also included in the report.

To view agent reports:

1. In the Historical Reports window, click Agent Reports. The Agent Reports window appears.


Agent Management

Agent Multi Interaction

Agent Profile Daily

Agent State Statistics

Group Multi Interaction

Group Performance

Group State Statistics

Supervisor Daily

3: Agent reports


Agent Management This report provides statistical information about how individual agents used their time.

Note

This report excludes agent-to-agent call time.

Agent call duration is the duration from when a call starts ringing at an agent until the

agent finishes with the call. It includes any talk time, wrap up time, hold time, and any other time such as ringing.


Field Description

Agent group Name of the agent’s group

Agent Name of the agent

Utilization

Logged in T Total time that the agent was logged on

Busy % Percent of logged-on time that the agent was in the following states:

Available In Call — in one or more calls but may have capacity for additional calls

Released In Call — in one or more calls but not available for additional calls

Note

When an agent originates a call (outbound or agent to agent), that agent's state changes to Released In Call.

When an agent receives a transferred or agent to agent call, that agent's state changes to the In Call state corresponding to their previous Idle state (see Agent and call states). For example, if the agent was in the Released state, the state changes to Released In Call.

Avail % Percent of logged-on time that the agent was in the Available state

Rel. % Percent of logged-on time that the agent was in the Released state

Handling Ratios

Active % Percent of agent call duration that the agent was in the In Call state. Includes chat. Excludes on-hold time.

Wrap % Percent of agent call duration that the agent was in the Wrapup state

Hold % Percent of agent call duration that the agent was in the On Hold state

Other % Percent of agent call duration that the agent spent monitoring agents (supervisors only) or in the Ringing state

Perf. Rate

Calls in Total incoming calls handled by the agent during the timespan. Includes callback requests. Excludes campaign calls.

Calls in/hr Average incoming calls per hour handled by the agent, calculated according to the total time that the agent was logged on. Excludes campaign calls.

Calls out Total outgoing calls made by the agent during the timespan. Includes callback responses.

3: Agent reports


Field Description

Conf\Trans Total conference calls the agent participated in plus calls transferred to other agents

A2A Total agent to agent calls handled by the agent

Efficiency

Avg Active T Average time that the agent was in the In Call state, including chat. Excludes on-hold time.

Avg Wrap T Average time that the agent was in the Wrapup state

Note

If wrapups are not configured for the tenant, the AIS logs a message with an auto- wrapup code in the database and assigns a wrapup duration based on the amount of time the system takes to publish this message. The time duration for logging in the database is displayed in the reports. Therefore, even with no wrapups configured, wrapup duration/percent appears in the report.

Avg Hand T Average call handling time.

Avg Hand T = average talk time + average wrapup time


3: Agent reports


Agent Multi Interaction This report provides statistical information about how individual multi-interaction agents used their time.


Field Description

Login Duration Total time during the current group by period that the agent was logged on

Calls Handled Total calls offered to the agent or originated by the agent during the current group by period. Includes incoming calls, outgoing calls, and callbacks. Excludes monitor calls. Agent-to-agent calls are counted once for each agent.

Calls that span two or more group by periods are only counted in the first

period.

Note

Monitor calls are not included in Calls Handled because the agent, not the supervisor, handles them.

Calls Per Hour Calls Per Hour = Calls Handled / (Login Duration in seconds / 3600)

3600 = the number of seconds in an hour.

Transferred Total calls that the agent transferred during the current group by period.

Note

For consult transfer, the agent passes the original call, so the call count is 1 for both blind and consult transfer.

Avg Handling Time Average time that the agent spent handling a call during the current group by period. Includes time in call, on hold, and in wrapup.

Note

If a call spans one or more group by periods, the handling time within each period is counted against that period only. For example, if the group by period is an hour and a call starts at 20 minutes to the hour and goes on until 10 minutes past the hour, the first hour gets 20 minutes assigned to the handling time and the second hour gets 10 minutes assigned to it.

Max Handling Time Longest time that the agent spent handling a call. Includes time in call, on hold, and in wrapup.

For calls spanning one or more group by periods, see above Note.

Avg Sim Calls Average calls that the agent handled simultaneously during the current group by period.

For supervisors, includes monitor calls.

Max Sim Calls Maximum calls that the agent handled simultaneously during the current group by period.


Avg Load Average weighted load that was handled by the agent, measured over the Login Duration.

3: Agent reports



To view the group’s data, click the group name in the report, for example, DefaultGroup. The corresponding Group Multi Interaction report appears. For details, see Group Multi Interaction.

To view detailed data, click the date in the report. In monthly reports, click the date to view

weekly totals. In weekly reports, click the date to view daily totals. In daily reports, click the date to view hourly totals.

3: Agent reports


Agent Profile Daily This report provides statistics profiling the performance of particular agents.


Field Description

Log In Time that agent logged on. If the agent logged on before the start time of the report, Historical Reports uses the report start time (00:00:00 or 12:00:00 AM) as the agent logon time.

Log Out Time that agent logged off. If the agent logged off after the end time of the report, Historical Reports uses n/a as the agent logoff time.

Login Duration Total time that the agent was logged on

Available T Total time that the agent was in the Available state. Includes ringing time.

Release T Total time that the agent was in the Released state. Includes ringing time.

Available In Call T Total time that the agent was in the Available In Call state

Released In Call T Total time that the agent was in the Released In Call state

In Call T Total time that the agent was in the In Call state (sum of Available In Call and Released In Call)

Media Type Indicates which media type the remaining statistics for this agent originate from. (All) indicates the following statistics are for all media types, otherwise the statistics apply to the media type indicated

Calls Handled Total calls offered to the agent or originated by the agent during the timespan. Includes incoming calls, outgoing calls, and callbacks. If the agent did not handle all the offered calls, then this total is higher than the Calls in total displayed in the Agent Management report.

Average T To Answer Average time that the agent was in the Ringing state. Average T To Answer = total time in Ringing state / total calls handled

Maximum T To Answer

Longest time that the agent was in the Ringing state

3: Agent reports



3: Agent reports


CSV output

The following is an overview of the CSV output for this report. There is one row per login session, and one additional row per media type for that session if the parameter Group By Media Type is True.

Note

The session statistics are blank for the media type rows.

The total columns are repeated for every row belonging to that agent. For example, rather than have a single row for the total, the total is appended as extra columns to

every row.

CSV column name Report column Notes

AgentID Agent Id

AgentName Agent Name

BeginTime <date> This was previously called Date

LoggedIn Log In

TimeTo Log Out

LoginDuration Login Duration

Available Avalable T

Release Released T

AvailableInCall Available In Call T

ReleaseInCall Released In Call T

InCall In Call T

CallStreamType Media Type

Calls Calls Handled

ASA Avg T To Answer

MaxSpeedAns Max T To Answer

TotalLoginDuration Total: Login Duration Total for agent between report dates

TotalAvailable Total: Available T Total for agent between report dates

TotalReleaseTime Total: Released T Total for agent between report dates

TotalAvailableInCall Total: Available In Call T Total for agent between report dates

TotalReleaseInCall Total: Released In Call T Total for agent between report dates

TotalInCall Total: In Call T Total for agent between report dates

TotalCallsHandled Total: Calls Handled Total for agent between report dates

3: Agent reports


Agent State Statistics This report summarizes the time that agents spent in each state. You can view agent state statistics grouped by day or by hour.

Note

This report includes agent-to-agent call time.

Monitoring agents (supervisors) have the normal possible agent states. While monitoring agents, supervisors are in the Other call state.


Field Description

Media Type An optional column that is only shown if the Group By Media Type parameter is set to True. When True, this column indicates the media type related to the in call states. Agent states are not related to a single media type, so this column is always blank for agent states.

State Possible agent states are:

Available — agent is logged on and waiting for calls


Released — agent is unavailable to take calls


Possible in call states are:

In Call — excludes on-hold time.

On Hold

Wrapup — not for the monitoring agent (supervisor)

Ringing

Preview

Other — only for the monitoring agent (supervisor)

Duration Total time that the agent was in this state

Average T In State Average time that the agent was in this state

% of states T For agent states: percent of the total agent state time the agent was in the given state.

For call states: percent of the total call state time the agent was in the given state.

Logged in Time Total time that the agent was logged on that day or hour

3: Agent reports



3: Agent reports


CSV output

The following is an overview of the CSV output for this report. There is one row per agent state, and one row per in call state per agent for each day or hour in the report depending on the Group By parameter. If the parameter Group By Media Type is True, instead of one row per in call state, there is one row per in call state per media type handled by the agent.

Note

The media type column is blank for agent state rows.

The login duration column is repeated for every row belonging to that agent.


AgentName Agent Name

Date Date

StateType <none> No direct Report column, the state type is shown in the Date column.

Time Time This CSV column is always included, but is blank if the Group By parameter is set to Day. The Report column is only shown when the Group By parameter is set to Hour.

StreamType Media Type This CSV column is included even if the Group By Media Type parameter is set to False. The Report column is only shown when the Group By Media Type parameter is set to True.

State State

Duration Duration

AvgStateTime Avg T In State

StateRatio % of states T

LoginDuration Logged In Time This CSV column value is repeated for every row of the agent.

3: Agent reports


Group Multi Interaction This report provides statistical information about how multi-interaction agent groups used their time.


Field Description

Login Duration Total time during the current group by period that the group’s agents were logged on

Calls Handled Total calls offered to the group’s agents or originated by the group’s agents during the current group by period. Includes incoming calls, outgoing calls, and callbacks. Excludes monitor calls. Agent-to-agent calls are counted once per agent.

Calls that span two or more group by periods are only counted in the first

period.

Note

Monitor calls are not included in Calls Handled because the agent, not the supervisor, handles them.

Calls Per Hour Calls Handled / (Login Duration in seconds / 3600)

3600 = the number of seconds in an hour

Transferred Total calls that the group’s agents transferred during the current group by period.

Note

For consult transfer, the agent passes the original call, so the call count is 1 for both blind and consult transfer.

Avg Handling Time Average time that the group’s agents spent handling a call during the current group by period. Includes time in call, on hold, and in wrapup.

Time is included against all group by periods for which the agent was on the call.

Max Handling Time Longest time that the group’s agents spent handling a call during the current group by period. Includes time in call, on hold, and in wrapup.

Time is included against all group by periods for which the agent was on the call.

Avg Sim Calls Average calls that the group’s agents handled simultaneously during the current group by period.


Max Sim Calls Maximum calls that the group’s agents handled simultaneously during the current group by period.


Avg Load Average weighted load that was handled by the group’s agents, measured over the group’s Login Duration.

3: Agent reports



To view the individual agent’s data, click the group name, for example, DefaultGroup. The corresponding Agent Multi Interaction report appears. For details, see Agent Multi Interaction.

To view detailed data, click the date in the report. In monthly reports, click the date to view

weekly totals. In weekly reports, click the date to view daily totals. In daily reports, click the date to view hourly totals.

3: Agent reports


Group Performance This report provides statistical information about how agent groups used their time.


Field Description

Group Name of the group

Utilization

Logged in T Total time that the group’s agents were logged on

Busy % Percent of logged-on time that the group’s agents were in the following states:



Note

When an agent originates a call (outbound or agent to agent), that agent's state changes to Released In Call.

When an agent receives a transferred or agent to agent call, that agent's state changes to the in Call state corresponding to their previous Idle state (see Agent and Call States). For example, if the agent was in the Released state, the state changes to Released In Call.

Avail % Percent of logged-on time that the group’s agents were in the Available state

Rel. % Percent of logged-on time that the group’s agents were in the Released state

Media Type Indicates which media type the remaining statistics for this group originate from. If no calls of any media type are handled during the Logged in Time, this field is blank.

Note

This column is only shown when Group By Media Type is set to True, or when a specific Media Type is selected.

Handling Ratios

Act. Call % Percent of total handling time that the group’s agents were active on the call in the In Call state. Includes chat. Excludes on-hold time.

Total handling time = total active call time + total wrapup time + total hold time + total other time

Note

Although Act. Call % does not include hold time, the total handling time used to calculate the Handling Ratio percentages does include hold time.

Wrap % Percent of total handling time that the group’s agents were in the Wrapup state

Hold % Percent of total handling time that the group’s agents were in the On Hold state

Other % Percent of total handling time that the group’s agents spent monitoring agents (supervisors only) or in the Ringing state

Perf. Rate

Calls in Total incoming calls handled by the group’s agents during the timespan. Excludes callback requests and campaign calls.

Calls in/hr Average incoming calls per hour handled by the group’s agents, calculated according to the total time that the agents were logged on. Excludes callback

requests and campaign calls.

3: Agent reports


Field Description

Calls out Total outgoing calls made by the group’s agents during the timespan. Excludes callback responses.

Conf\Trans Total conference calls the group’s agents participated in plus calls transferred from the group’s agents to other agents

A2A Total agent to agent calls handled by the group’s agents

Efficiency

Avg Act. Call T Average time that the group’s agents were active on the call in the In Call state, including chat. Excludes on-hold time.

Avg Wrap T Average time that the group’s agents were in the Wrapup state

Note

If wrapups are not configured for the tenant, the AIS logs a message with an auto- wrapup code in the database and assigns a wrapup duration based on the amount of time the system takes to publish this message. The time duration for logging in the database is displayed in the reports. Therefore, even with no wrapups configured, wrapup duration/percent appears in the report.

Avg Hand T Average call handling time of group’s agents, in minutes.

Avg Hand T = average active call time + average wrapup time


3: Agent reports


Group State Statistics This report summarizes the time that agent groups spent in each state. You can view agent group state statistics grouped by day or by hour.


Field Description

Media Type An optional column that is only shown if the Group By Media Type parameter is set to True. When True, this column indicates the media type related to the in call states. Agent states are not related to a single media type, so this column is always blank for agent states.

State Possible agent states are:

Available — agents are logged on and waiting for calls


Released — agents are unavailable to take calls


Possible in call states are:

In Call — excludes on-hold time.

On Hold

Wrapup

Ringing

Preview

Duration Total time that the group’s agents were in this state

Avg T In State Average time that the group’s agents were in this state

% of states T For agent states: percent of the total agent state time the group’s agents were in the given state.

For call states: percent of the total call state time the group’s agents were in the given state.

Logged In Time Total time that the group’s agents were logged on that day or hour

3: Agent reports



3: Agent reports


CSV output

The following is an overview of the CSV output for this report. There is one row per agent state, and one row per in call state per group for each day or hour in the report depending on the Group By parameter. If the parameter Group By Media Type is True, instead of one row per in call state , there is one row per in call state per media type handled by the group.

Note

The media type column is blank for agent state rows.

The login duration column is repeated for every row belonging to that group.


GroupName Group Name

Date Date

StateType <none> No direct Report column, the state type is shown in the Date column.

Time Time This CSV column is always included, but is blank if the Group By parameter is set to Day. The Report column is only shown when the Group By parameter is set to Hour.

StreamType Media Type This CSV column is included even if the Group By Media Type parameter is set to False. The Report column is only shown when the Group By Media Type parameter is set to True.

State State

Duration Duration

AvgStateTime Avg T In State

StateRatio % of states T

LoginDuration Logged In Time This CSV column value is repeated for every row of the agent.

3: Agent reports


Supervisor Daily This report summarizes the calls that supervisors monitored. The navigation panel (left side of the screen) lists the dates in the selected range of the report and can be expanded to list all the supervisors performing monitoring functions on any particular date.


Field Description

Agent Name Name of the agent being monitored

Monitoring T Length of time call was monitored

Call's Date-Time Date and time of the monitored call

Call ID Alphanumeric identifier of the monitored call

Call Type Type of agent call

Mntr Type Type of monitoring:

Silent

Whisper

Barge-in

Call T Call length

Other Info Additional information about the call, for example, the caller ID or the number that the agent dialed



4: Configuration audit reports

If a system administrator activates the audit trail feature of CCSP, CCSP tracks all configuration changes and the users responsible for them.

The system stores information about configuration changes in the Historical database of your system. The audit trail feature tracks:

Old and new values of configured items in your system

Dates and times of configuration changes

Person who made the change

Configuration audit reports allow system and tenant administrators to view CCSP configuration changes for review. The following data is displayed:

Time of change

Type of change — addition, creation, change (update), or deletion of an item

Identity of the user who made the change

List of changed attributes (old and new attributes, if applicable)

You need the appropriate permission to view reports. For information about permission profiles, see the CCSP Tenant Administrator Guide.

Note

Do not confuse Audit Trail reports with Event Audit Trail Reports, which provide call detail

reports.

To view configuration audit reports:

1. In the Historical Reports window, click Configuration Audit. The Configuration Audit window appears.

2. Click Audit Report.




In this example, the user is [email protected], who is the landlord administrator. On the same line, the server system is identified.

The time and types of changes are listed in the first two columns.

In the middle column, the string CallCenter/TenantsResources/1 is a configuration

database path that identifies the tenant, which has the database identifier of 1. The remainder

of the string /Personnel/2 identifies a person in the configuration database.

The last column identifies the configuration database table that provided the data.

To display the changed attributes of a particular object, click in the row of that object. The report reappears showing the old and new values of the attributes of the selected object.

mailto:[email protected]



You can view changes made by users in your contact center.

The report shows the changes in personnel parameters made by an agent through their preference settings in CCSP TouchPoint.

Code in database Personnel Parameter in CCSP Administrator

CCSP TouchPoint Preference Setting

300009 Country Code Country Code

3000010 Area Code Area Code

3000011 Voice device type Use Voice Device

3000013 Automatic answer Auto Answer

The path Personnel/4 indicates the fourth user in Tenant 0, generally the Default Tenant.



Understanding configuration audit reports To trace the configuration changes in the Audit Report, you need the database ID numbers of the configuration items:

1. Open the CCSP Administrator.

2. On the Action menu, click Customize.

3. Select the First column in detail view check box.

4. Click OK.

The CCSP Administrator now displays ID numbers in the first column of the List panel.

Unexpanded rows

The following table explains unexpanded rows in the Audit Report table in order.

Column Description

Expand/Contract Contains the button for expanding row data in the table

Date and time of change

Date and time of the configuration change

Type of change Brief statement of the type of change, for example, ADDED or UPDATED

Configuration data path In the middle column, the configuration items are identified in a tree similar to that of a URL.

The top level represents the system of the service provider or landlord and is labeled Call Center.

The second level is TenantResources or TenantInformation. The specific tenant is identified by an ID number from the database.

The Default Tenant is identified by the ID 0.

The report identifies each item in the expansion with an ID number copied from the corresponding database table’

The last column The last column identifies the database table that describes the item whose configuration was changed

Expanded rows

Expanded rows contain subtables with the columns:

Attribute Name

Old Value

New Value

The row contents depend on the attributes relevant to the selected item.


5: Dialing reports

The CCSP Dialer Campaign Manager is a software-based predictive dialer that uses the outbound VoIP capabilities of the CCSP system. The reports described in this section are available to contact centers running calling campaigns using CCSP Dialer. For more information on any of the terms used here, see the CCSP Dialer Guide.

To view dialing reports:

1. In the Historical Reports window, click Dialing Reports. The Dialing Reports window appears.


Campaign Performance

Daily Outbound Campaign Status

Dialing Agent Performance

Dialing Group Performance

Outbound Campaign Agent

Outbound CDR

5: Dialing reports


Campaign Performance This report summarizes the performance of outbound campaigns. The report is intended for campaign managers, system administrators, and shift managers. You can view campaign performance results by volume or percent of calls.


Field Description

Campaign Date Date of the campaign

Campaign Name Name of the campaign

Total Calls Total dial attempts made during the timespan

Live Calls

Total Live Calls Total or percent of calls identified as live and completed during the timespan. Total Live Calls = total calls connected to agents + total calls abandoned

Sale Total or percent of calls marked as Sales

Refusal Total or percent of calls marked as Refused

Reschedule Total or percent of calls marked as Rescheduled

Wrong Person Total or percent of calls marked as Wrong Person

Wrong Number Total or percent of calls marked as Wrong Number

Other Live Total or percent of calls marked as Other Live

Non-Live Calls Connected Total or percent of calls that were routed to the agents but were disposed as non-live by the agent

Non-Live Calls Detected Total or percent of calls detected as non-live. If Answering Machine Detection (AMD) is configured, includes answering machine calls.

Aband. Calls Total or percent of calls that were hung up by the callee before being picked up by an agent

5: Dialing reports



5: Dialing reports


Daily Outbound Campaign Status This report summarizes the status of a dialing campaign on a particular day. You can view campaign performance results by volume or percent of calls.


Field Description

Campaign Date Date of the campaign


Total Calls Total dial attempts made during the timespan

Live Conn Total or percent of calls that reached the callee

Term. in IVR Total or percent of calls completed in IVR

Non-Live Calls

No Answer Total or percent of calls that were not answered

Busy Total or percent of attempted calls that received a busy signal

Other Telco Total or percent of calls terminated for unknown reasons by the PSTN

Answering Machine

Total or percent of calls answered by machine

Fax Modem Total or percent of calls answered by fax modem

Called Party HangUp

Total or percent of calls hung up by the callee

Time Out Total or percent of calls where the dialer did not respond within the time out interval. For example, after 1 minute, the PDS recorded that time out occurred

Fast Busy Total or percent of calls that experienced network trunk busy

Detection Ratio % Percent of calls correctly detected by Live Call Detection (LCD).

Detection Ratio % = non-live calls detected /( non-live calls detected + non-live calls connected) x 100

Aband Total calls that were hung up by the callee before being picked up by an agent

5: Dialing reports



5: Dialing reports


Dialing Agent Performance This report summarizes agent performance during selected campaigns. You can select the agents and the campaigns covered by this report.

This report is sorted by:

Campaign date

Agent

Campaign name

Performance data is provided per agent, per day, and per campaign.

This report has four sections:

Volumes and averages

Time disposition values

Time disposition percent

Dialing code disposition


The statistics in this section show:

Total and percent (%) of live calls

Total and percent (%) of non-live calls

Total and percent (%) of previewed calls

Total time in preview

Average time in preview

Total time in wrapup

Average time in wrapup


This section shows the agent’s use of time in hours, minutes, and seconds.

The statistics show:

Total time that the agent was assigned to the particular campaign

Total time that the agent spent in live calls

Total time that the agent was in the Released state

Total Ring time — total time until the agent picked up calls

Total Hold time

Total Preview time — total time that the agent spent previewing outbound calls before picking up call

Total Wrapup time

Total Idle time

5: Dialing reports



This section shows the agent's use of time in percent (%).


Percent of time that the agent was assigned to the particular campaign

Percent of time that the agent spent in live calls

Percent of time that the agent was in the Released state

Percent of ring time — time until the agent picked up calls

Percent of hold time

Percent of preview time — time that the agent spent previewing outbound call before picking up call

Percent of wrapup time

Percent of idle time


This section shows the results of calls that were placed.


Campaign name

Total calls resulting in refusal

Total calls rescheduled

Total call ending in sales

Total other live calls

Total non-live calls

Total sales per hour

Total contacts per hour

Total sales per contact — the same as sales per customer

5: Dialing reports


Dialing Group Performance This report summarizes group performance during selected campaigns. You can select the groups and the campaigns covered by this report.

This report is sorted by:

Campaign date

Group

Campaign name

Performance data is provided per group, per day, and per campaign.

This report has four sections:






The statistics in this section show:

Total and percent (%) of live calls

Total and percent (%) of non-live calls

Total and percent (%) of previewed calls

Total time in preview

Average time in preview

Total time in wrapup

Average time in wrapup


This section shows the group’s use of time in hours, minutes, and seconds.


Total time that a specific group was assigned to the particular campaign

Total time that the group spent in live calls

Total time that the group was in the Released state

Total Ring time — total time until the group picked up calls

Total Hold time

Total Preview time — time that the group spent previewing an outbound call before picking up the call

Wrapup time

Idle time

5: Dialing reports



This section shows the group's use of time in percent (%).


Percent of time that the group was assigned to the particular campaign

Percent of time that the group spent in live calls

Percent of time that the group was in the Released state

Percent of ring time — time until the group picked up calls

Percent of hold time

Percent of preview time — time that the group spent previewing an outbound call before picking up the call

Percent of wrapup time

Percent of idle time


This section shows the results of calls that were placed.


Campaign name

Total calls resulting in refusal

Total calls rescheduled

Total call ending in sales

Total other live calls

Total non-live calls

Sales per hour

Contacts per hour

Sales per contact — the same as sales per customer

5: Dialing reports


Outbound Campaign Agent This report summarizes a particular agent’s time management when handling campaigns.


Field Description

Agent Name Name of the agent

Date Date of the campaigns

Campaigns Name of the campaigns

Time Assigned to Campaign

Total time that the agent was logged on during the campaign

Time in Live Calls Total time that the agent spent handling live calls. For preview campaign calls, time spent handling live calls includes both preview time and in-call time.

% in Live Calls Percent of logged-on time that the agent spent handling live calls

Minutes Per Hour in Live Calls

Total time that the agent spent each hour handling live calls


5: Dialing reports


Outbound CDR This report summarizes call details for all selected campaigns for all agents.


Field Description


Dialed Number Number that was dialed

Agent Name Name of the agent

Dial Start Date/Time Date and time that the dial attempt started

Call Start Date/Time Date and time that the call arrived at an agent

Call End Date/Time Date and time that the call ended

Call Duration Length of the call.

Call Duration = call end time - call start time

Call Disposition Name

Name of call result. For more information, see Dialing Disposition Codes in the

CCSP Dialer Guide

Call Disposition Code Code for call result

Call ID Alphanumeric identifier of the call



6: Event audit trail/CDR reports

Note

Only tenant-wide supervisors can display event audit trail/call detail report (CDR) reports.

CDR reports present system data from the call perspective. Consequently, durations and event

times may appear slightly differently than when compared to reports from an agent or queue perspective. This is because the timings are for the call object, for example, when the call is offered to, or originated by the system, and not when the call was first queued, or presented to an agent.

To view event audit trail/CDR reports:

1. In the Historical Reports window, click Event Audit Trail. The Event Audit Trail window appears.


CDR Actions

CDR Detail Per Call

CDR IVR

CDR IVR Crosstab

CDR IVR Hourly Activity

CDR IVR Per Call

CDR Portal

Circuit Delivery CDR



CDR Actions This report provides a call flow summary of a call with a known call ID.

Note

If you set Include Related Calls to No, the report shows only the call actions for the call specified in Call ID. The default is No.

If you set Include Related Calls to Yes, the report includes the call actions of calls directly related to the call specified in Call ID, for example, the Aged or Pulled calls of a related Deferred call.

This report includes the following additional parameters.


Call ID Specify the unique identifier of the call you wish to show the call history for.

Include Related Calls If No, only the history of the call specified in the Call ID parameter appears. The default is No.

If Yes, the call history of calls directly related to the specified call also appear. For example, the Aged or Pulled calls of a related Deferred call.


Field Description

Call Only shown if Include Related Calls is set to Yes. Identifies which call was responsible for the specific call action.

The number is unique, and assigned in the context of this report only. The same call may be assigned a different number if it is linked as a related call in a different report.

Date Date and time of the action

Agent Name If an agent initiated the action, the name of the agent performing it

Action Action the agent or system performed on the call

Info Additional information, if available




CDR Detail Per Call This report provides call details per call.

Note

Depending on the report configuration, the Call History and IVR Prompt information may

appear in the report. The Call History information also appears in the CDR Actions report. The IVR Prompt information also appears in the CDR IVR Per Call report.



Call ID Specify the unique identifier of the call you wish to show the details for.

Include Related Calls If No, only details of the call specified in the Call ID parameter appear. The default is No.

If Yes, call details of calls directly related to the specified call also appear. For example, the Aged or Pulled calls of a related Deferred call.

Show Call Flags If No, the Call Flags field is hidden. The default is No.

If Yes, the Call Flags field appears.


Call overview section

The top section lists the static call data. The actual fields shown depend on the selected parameters and media type of the call.

Field Description

Call Summary The call direction media type, and whether the call was Aged or Pulled.

Possible call directions are:

Incoming

Outgoing

Agent to Agent

Callback request

Callback reschedule

Callback response

PDS call

Preview PDS call

IVR PDS call

Elsbeth Predictive call

Elsbeth Preview call

Elsbeth Agentless call

Elsbeth Rebound call



Field Description

Call Result Why the call was terminated. Possible results are:

Abandoned in queue — the call was abandoned either by the caller or the system while the call was waiting in a queue

The caller was disconnected while on hold — the call was abandoned either by the caller or the system while the caller was on hold

Processed within IVR — the call was offered to the system and was terminated either by the system or the caller in IVR, or was transferred to an external number by the IVR script

Deferred — the messaging call was deferred by an agent for handling later

Handled — the call was handled by an agent

Item deleted — the call was abandoned due to the messaging item being deleted

Item discarded — the call was abandoned due to the message being closed without being sent

Rejected — the calls was terminated in the Call Rejected script

Unhandled — the call was not handled and no other call result can be determined

The result may include:

with agent refusals — the call was actively or passively refused by one or more agents during the call's lifetime. An example of active refusal is an agent pressing the Refuse button in Touchpoint. An example of passive refusal is an agent failing to pick up the call before the pick-up timeout.

with rejections — the call entered the Call Rejected script but was not terminated and then a different call result occurred. This call result should not appear in new call data because a call can now be flagged as Rejected only if it is terminated within the Call Rejected script.

Call Flags If Show Call Flags is No, this field is hidden.

If Show Call Flags is Yes, the actual flags and their values appear instead of the interpretation of the flags shown in the Result field.

The possible flags are:

Call Out — the call is outgoing

Direct Inward Call — the call is a direct inward call

Aged — the call was aged

Pulled — the call was pulled

Not Offered — the call was not offered

Held — the call was held at least once during its lifetime

TTS — the call was transferred-to-system at least once during its lifetime

Abandoned while On-Hold — the caller terminated the call while the call was on hold

Abandoned in Queue — the caller terminated the call while the call was in queue

Deferred — the call was deferred

Done in IVR — the call was completed in IVR without being queued or sent to an agent

Handled — the call was completed successfully

Item Deleted — the underlying messaging item was deleted

Item Discarded — the underlying messaging item was discarded

Rejected — the call was terminated in the Call Rejected script

QOS — the call was handled or rejected within the QOS threshold

Agent Refusals — one or more agents refused to answer the call during its lifetime

Folder For email, callbacks, and voicemail only. Lists the incoming folder the email was directed to.



Field Description

From Party The originator of the call, as follows:

Incoming voice calls — the Caller ANI

Incoming email calls — the email address that originated the call

Chat calls — the name of the web caller

Outgoing calls (all media types) — the name of the agent that originated the call

Voicemail or callback calls — the From value depending on the media of the call that originated the voicemail. Incoming voice calls that request a callback use the rules for incoming voice calls and the original caller.

Note

The Caller ANI is automatically provided for the call. For outgoing and agent-

to-agent calls this value is the first non-blank value from Agent ANI (of the agent making the call), Tenant ANI, or Tenant Name in order of precedence.

To Party The destination of the call, as follows:

Voice calls — the DNIS dialed by the caller

Email calls — the folder the email address was sent to and CC email address the email was sent to in the format: To (CC)

Chat calls – this field is blank

Callback calls — the telephone number to call back

Voicemail calls - the DNIS of the call that left the voicemail

Caller IVR Digits For incoming voice calls only. The digits the caller entered into the IVR system.

Callback Details For callback requests only. Shows callback details such as the time, number to call, and if requested by an agent, the agent that requested it.

If Include Related Calls is Yes, this section also lists each of the related calls with a brief

summary.

Field Description

Call Number An alias for the call according to the chronological sequence of the related calls by Offered Time. This number is used in other sections of the report to identify which call originated the events.

The number is unique, and assigned in the context of this report only. The same call may be assigned a different number if it is linked as a related call in a different report.

Related Calls The Call ID of the related call. Click to view the associated CDR Detail per Call report.

Offered Time Time at which the call was offered to the system. For messaging-based calls, this is the time the original message item was offered, which stays the same for all related calls.

Summary See Call Summary description above.



Call details section

The middle section provides an overview of the most significant call events for the selected call. If Include Related Calls is Yes, it includes the call events of each of the related calls, and lists the calls in ascending order of the Call Number.

Field Description

Call See Call Number description above.

Arrival Time Time at which the call entered the Call Arrival script. For messaging-based calls, this is the time the original message item arrived, which stays the same for all related calls.

Pickup Time Time at which the first agent picked up the call. If the call was not picked up by an agent, for example, if the call was processed within IVR, this field is blank.

Hang-up Time Time at which the call was terminated by the caller or the system

Time in Queue (sec) Time that the call was in queue from its arrival at a queue until CCSP selected the agent and initiated the dial out

Talk Time (sec) Total time that agents spent talking, or were active, on the call. Excludes hold time and transfer to external numbers.

OnHold Time (sec) Total time on hold for the call

OnHold counter Total times that the call was on hold

Transfer counter Total times that the call was transferred

Call history section

The bottom section lists the key events throughout a call's lifetime in chronological order. It contains the output of the CDR Actions report and, if the call specified in the Call ID parameter

is a voice call, the CDR IVR Per Call report.

Field Description

Call Only shown if Include Related Calls is set to Yes. Identifies which call was responsible for the specific call action.

Date Date and time of the action

Agent Name If an agent initiated the action, the name of the agent performing it

Action Action the agent or system performed on the call

Info Additional information, if available

IVR Prompt Name of the wave file being described

Play Start Time Date and time that the wave file started playing

Play End Time Date and time that the wave file stopped playing

Duration Total time in seconds that the wave file played



CDR IVR This report provides call details for calls that arrive at IVR.

Note

You can specify the range of dates and times you want in the report. For example, in From and To, type 24/05/2016 00:00:00 and 24/05/2016 08:30:00.


Field Description

Call ID Alphanumeric identifier of the call. Click to view the associated CDR IVR Per Call report.

Offered Time Date and time that the call was offered.

Caller ANI Caller identification automatically provided for the call

Caller DNIS Number dialed by the caller

Caller IVR Digits Digits that the caller entered into the IVR system

Disconnect Reason Possible reason codes are:

0 — call successfully exited IVR. Ready for Call Management System (CMS)

1 — call was terminated in IVR. The caller abandoned before IVR completion

2 — IVR script hung up on the caller

3 — IVR time-out disconnected the caller

4 — IVR caller left a voice message. The IVR script called a to-be-determined function to indicate that the disconnect was a planned disconnect for voicemail

5 — system resources required to handle this call were not available and the

system dropped the call

6 — call was transferred to an external number. It is in progress but not submitted to CMS

Outdial Time Date and time that the IVR dialed to an outside destination

Outdial Number Number that the IVR dialed to an outside destination

Error ID Error code for outgoing call made from the IVR script. See Error IDs for outgoing calls.

Terminated Time Date and time that the call was terminated in IVR



Error IDs for outgoing calls

The following table lists and describes the error IDs for outgoing calls.

Error ID Description

CS_CALLPICKUP_CPA_ERROR 0xC108900A General error

CS_CALLPICKUP_CPA_ANSWER 0x4108900B Answer (success code, ErrorStatus_ID is 0)

CS_CALLPICKUP_CPA_INTERCEPT 0xC108900C Call was intercepted by a gateway

CS_CALLPICKUP_CPA_NORING 0xC108900D No ring back

CS_CALLPICKUP_CPA_NOANSWER 0xC108900E No answer

CS_CALLPICKUP_CPA_BUSY 0xC108900F Busy

CS_CALLPICKUP_CPA_NODIALTONE 0xC1089010 No dial tone

CS_CALLPICKUP_CPA_ANSWERFAX 0xC1089011 Call was answered by a fax (currently not in use)

CS_CALLPICKUP_CALLNOTFOUND 0x8108901A Call was terminated

CS_CALLPICKUP_MAXIMUM_CONFERENCING 0x8108901B Maximum conference participants is reached

CS_CALLPICKUP_ALL_CIRCUITS_BUSY 0xC1089020 No resources

CS_CALLPICKUPNOAGENT 0xC109A016 Call pickup message does not contain agent address

CS_CALLPICKUP_MAXIMUM_CONFERENCING 0x8108901B Call is already in a three-way conference

CS_CALLPICKUPNOCALLID 0xC109A017 Call pickup message does not contain call ID

CS_CALLPICKUP_CALL_WAS_TERMINATED 0x4109A02F Call to be picked up has already been terminated

Errors that originated on the agent side:

ERROR_TIMEOUT 1460 — time-out of agent media leg connection




To list details of a particular call, including IVR prompts, click its call ID. The CDR IVR Per Call report appears. For details, see CDR IVR Per Call.



CDR IVR Crosstab This report provides a daily count of the wave files used as prompts. The left column lists the names of the wave files. The counts are provided under the dates.

Here is an example of the report with Null selected for the Prompt.

To display a histogram of hourly use of a particular wave file for a particular date, click a

number in the displayed report. The report for a particular prompt and date appears.



CDR IVR Hourly Activity This report shows a histogram of hourly use of a particular wave file.




CDR IVR Per Call This report describes IVR activity during a particular call.


Field Description

IVR Prompt Name of the wave file being described

Play Start Time Date and time that the wave file started playing

Play End Time Date and time that the wave file stopped playing

Duration Total time in seconds that the wave file played




CDR Portal This report provides statistics of all the contact center’s calls.



Group By Determines the order of the call output:

All — no grouping, calls are listed by call offered time

Agent — calls are grouped by the agents that were connected to the call. Calls are repeated if handled by multiple agents. Calls are listed by agent name and then by call offered time.

If no agents ever connect to the call, the call is listed in a fictitious group at the end of the report with the name (No Agent Connected).

Queue — calls are grouped by the queue that the call first arrived on. Calls are not repeated if they are requeued during the call's lifetime. Calls are listed by queue name and then by call offered time.

If the call is never queued, for example an outgoing call, the call is listed in a fictitious group at the end of the report with the name (No Queue Assigned).

DNIS — calls are grouped by To Party for example the phone number dialed, or the e-mail address (DNIS for voice calls). Calls are listed by To Party and then by call offered time.

If the call has a blank To Party field, the call is listed in a fictitious group at the end of the report with the name (No To Party Given).

Show Call Flags If No, the Result field appears. The default is No.

If Yes, the Call Flags field appears instead of the Result field.

Show To Party If No, the Caller ID field appears. The default is No.

If Yes, the To Party field appears instead of the Caller ID field.

Calls Connected To Agents Only

If No, report shows all calls. If Group by agent is selected, the (No Agent Assigned) group appears.

If Yes, report only shows calls connected to an agent. The default is Yes.




Field Description

Call ID Alphanumeric identifier of the call. Click to view the associated CDR Detail Per Call report.

From Party The originator of the call, as follows:

Incoming voice calls — if Show To Party is No, the Caller ANI appears. If

Show To Party is Yes, the following information appears:

Caller ANI (Caller ID) — if the Caller ANI is not the same as the Caller ID and the Caller ID is not blank

Caller ANI — if the Caller ID is blank or the same as the Caller ANI

(Caller ID) — if neither of the above is true and the Caller ANI is blank

Incoming email calls — the email address that originated the call

Chat calls — this field is blank

Outgoing calls (all media types) — the name of the agent that originated the call

Voicemail or callback calls — the From value depending on the media of the call that originated the voicemail. Incoming voice calls that request a callback use the rules for incoming voice calls and the original caller.

Note

The Caller ANI is automatically provided for the call. For outgoing and agent-to-agent calls this value is the first non-blank value from Agent ANI (of the agent making the call), Tenant ANI, or Tenant Name in order of precedence.

Caller ID If Show To Party is Yes, this field does not appear. Instead, the Caller ID information appears in the From field and the To field appears.

If Show To Party is No, the ID of the caller provided by the outgoing call appears.

To Party If Show To Party is No, this field does not appear.

If Show To Party is Yes, the destination of the call appears, as follows:

Voice calls — the DNIS dialed by the caller

Email calls — the folder the email address was sent to and CC email address the email was sent to in the format: To (CC)

Chat calls – this field is blank

Callback calls — the telephone number to call back

Voicemail calls - the DNIS of the call that left the voicemail

Offered Time Date and time that the call was offered.

Call Summary The call direction media type, and whether the call was Aged or Pulled.

Possible call directions are:

Incoming

Outgoing

Agent to Agent

Callback request

Callback reschedule

Callback response

PDS call

Preview PDS call

IVR PDS call

Unknown — no agent was involved with this call



Field Description

Call Result If Show Call Flags is Yes, the Call Flags field appears instead of this field.

If Show Call Flags is No, the call result appears.

Why the call was terminated. Possible results are:

Abandoned in queue — the call was abandoned either by the caller or the system while the call was waiting in a queue

The caller was disconnected while on hold — the call was abandoned either by the caller or the system while the caller was on hold

Processed within IVR — the call was offered to the system and was terminated either by the system or the caller in IVR, or was transferred to an external number by the IVR script

Deferred — the messaging call was deferred by an agent for handling later

Handled — the call was handled by an agent

Item deleted — the call was abandoned due to the messaging item being deleted

Rejected — the calls was terminated in the Call Rejected script

Unhandled — the call was not handled and no other call result can be determined

The result may include:

with agent refusals — the call was actively or passively refused by one or more agents during the call's lifetime. An example of active refusal is an agent pressing the Refuse button in Touchpoint. An example of passive refusal is an agent failing to pick up the call before the pick-up timeout.

with rejections — the call entered the Call Rejected script but was not terminated and then a different call result occurred. This call result should not appear in new call data because a call can now be flagged as Rejected only if it is terminated within the Call Rejected script.

Call Flags If Show Call Flags is No, the Result field appears instead of this field.

If Show Call Flags is Yes, the actual flags and their values appear instead of the interpretation of the flags shown in the Result field.

The possible flags are:

Call Out — the call is outgoing

Direct Inward Call — the call is a direct inward call

Aged — the call was aged

Pulled — the call was pulled

Not Offered — the call was not offered

Held — the call was held at least once during its lifetime

TTS — the call was transferred-to-system at least once during its lifetime

Abandoned while On-Hold — the caller terminated the call while the call was on hold

Abandoned in Queue — the caller terminated the call while the call was in

queue

Deferred — the call was deferred

Done in IVR — the call was completed in IVR without being queued or sent to an agent

Handled — the call was completed successfully

Item Deleted — the underlying messaging item was deleted

Rejected — the call was terminated in the Call Rejected script

Agent Refusals — one or more agents refused to answer the call during its lifetime



Field Description

Duration The duration represents the total time that the call was in progress from when it is first offered to the call center, until it is terminated. As such, it includes talk time, hold time, and time spent in conversation with external numbers after the transfer. For VM calls, the duration represents the waiting time from the arrival time to the pickup time.

Talk Time Total time that agents spent talking, or were active, on the call. Excludes hold time and transfer to external numbers.

Transfer Total times that the call was transferred to system, between agents, or to an external number

Holds Total times that the call was on hold

Media Type The media type of the call.




Circuit Delivery CDR This report provides statistics on circuits delivered to agents.

Note

You can specify the range of dates and times you want in the report. For example, in From and To, type 24/05/2018 00:00:00 and 24/05/2018 08:30:00.


Field Description

Call ID Alphanumeric identifier of the call

Note

CallID in this report represents the MediaCallID and not the normal CallID because this report provides instances of alternate delivery. The aim of this report is to keep records on the outgoing call legs to alternative delivery calls so that total call minutes and numbers can be checked for billing reasons.

Telephone Number Agent's telephone number

Media Connected Time

When during the call's lifetime the media was first connected

Media Disconnected Time

When during the call's lifetime the media was last disconnected

Media Connected Duration

For how long the media was connected.

Media Connected Duration = Media Disconnected Time - Media Connected Time



7: Licensing reports

This report measures CCSP system license usage, both at the individual tenant level and the system level.

System administrators and Enghouse use the output of the report to assess system usage to track license usage compliance.

To view licensing reports:

1. In the Historical Reports window, click Licensing Reports. The Licensing Reports window appears.

2. Click License Usage.



8: Queue reports

Note

If a queue name is changed, up to three different names for the same queue ID are listed, separated by a comma.

Queue reports filter calls by ArrivalTime. ACD reports filter calls by PickUpTime. If a call arrives within the timespan but is picked up after the timespan, the call is counted in Queue reports but not in ACD reports.

To view queue reports:

1. In the Historical Reports window, click Queue Reports. The Queue Reports window appears.


Queue Abandoned Daily

Queue Statistics

Queues Agent Hourly

Queues by Agent

Queues by Agent Groups

8: Queue reports


Queue Abandoned Daily This report summarizes the number of calls offered to the queue but abandoned before they reached an agent. The data is listed by media type.


Field Description

Media Type The media type of the call

Arrival T Time that the call arrived

Duration Length of time in queue


Skill name Skill or skills required for the call


8: Queue reports


Queue Statistics This report summarizes all calls received in the contact center each day for each queue. You can view queue statistics grouped by day or hour, and optionally by media type of the call.

Note

There are 3 types of pulled call:

Pulled from deferred — email calls pulled from deferred have no queue. If you set the Queue parameter to ALL, these calls appear under No Queue Assigned.

Pulled unmanaged — pulled from public but not yet offered to the queue.

Pulled managed — pulled from Public, offered to the queue, and then pulled by

an agent.

Pulled managed items are included in the SL calculation. Pulled from deferred and

pulled unmanaged items are not queued and so do not affect the SL value.



Short abandoned before (in sec)

Allows you to define a custom short calls threshold. Calls that are abandoned within this time in seconds are counted in the Abandoned: Short column.

Threshold For Abandoned Calls (sec)

Allows you to define a custom threshold for calls abandoned after the specified time. Calls that are abandoned after this time in seconds are counted in the Abandoned: After Threshold column.

Threshold For Answered Calls (sec)

Allows you to define a custom threshold for calls answered after the specified time. Calls that are answered after this time in seconds are counted in the Answered: After Threshold column.

Expand Groups Information

Optionally allows data to be aggregated by the group that first handles a call after it arrived on a queue.


Field Description

Date Date of arrival at the queue

Group Name Group targeted when calls first transitioned from the queue. (No Group Assigned) indicates that the call was abandoned-in-queue before being targeted to a group

Media Type The media type of the calls. If Group By Media Type is False, this column is blank.

Offered Total calls that were offered to the queue. A call is counted as offered when it is first offered to a queue, and any time it is subsequently requeued. Includes callbacks.

New Total new calls offered to the queue. A call is counted as new against the first queue to which it is offered, or if the call is pulled or aged.

Handled Total calls that the agents answered

Answered After Threshold

Total calls answered by an agent assigned to the queue, where the time from call arrival until first pick-up is greater than the specified answered calls threshold

Transferred Total calls that the agents transferred

8: Queue reports


Field Description

Abandoned

Total Total calls that the callers abandoned in queue

After Threshold Total calls abandoned after the specified abandoned calls threshold

Short Total calls abandoned before the specified short calls threshold

O'flow Out Total calls overflowed out to another queue, for example, due to in-queue timeout processing.

Ans (%) Percent of calls that the agents answered.

Ans (%) = number of answered calls / (number of answered calls + number of abandoned calls)

Average

Abandoned Average time until the callers abandoned the call in queue

Answer Average time from the call's arrival in the queue until first picked-up by an agent assigned to that queue

Talk Average time that the callers spent on the call. Includes hold time and transfer to external numbers.

WrapUp Average time that the agents spent in wrapup

Work Average time that the callers spent on the call plus average time that the agents spent in wrapup.

Work = talk time + wrapup time

SL (%) Service level percent. SL (%) = (total calls handled within TQOS) x 100 / ((total calls handled)

+ (total calls abandoned) + (total calls overflowed out) - (total calls abandoned within TQOS))

Max Ans Maximum time until the agents answered the calls

Max Abdn Maximum time until the callers abandoned the call in queue

8: Queue reports



8: Queue reports


Queues Agent Hourly This report summarizes queue statistics per agent per half hour for the selected timespan. The statistics describe how each agent handles calls that arrive from each particular queue.

Note

This report includes all calls that arrive or are picked up within the selected timespan.

If the call duration crosses the boundary of two half-hour intervals, the report shows

the call in both intervals. For example, if the call starts at 9:28 and ends at 9:32, the same call appears in intervals 9:00 – 9:30 and 9:30 – 10:00.


Field Description

Queue Name Name of the queue

Queue ID ID of the queue


Media Type The media type of the call.

Offered Total calls that arrived at the queue. A call is counted as offered when it is first offered to a queue, and any time it is subsequently requeued. Includes calls that were handled by an agent, abandoned by the caller, or rejected by the queue, for example, due to a lack of the required skills.

Calls Handled Total calls that the agent answered within the boundary interval. Excludes rejected calls.

Transf. Total calls that the agent transferred

Conf. Total calls that the agent conferenced

Aband. Total calls that the callers abandoned in queue

ASA Average speed of answer: Average time until the agent answered the call

Average Handle Time Average time that the agent spent handling a call. Includes talk time, hold time, and wrapup time.

Average Talk Time, % Average time and percent of time that the agent spent talking. Excludes on-hold time.

Average Hold Time, % Average time and percent of time that the agent's calls were on hold

Average Wrapup Time, % Average time and percent of time that the agent spent in wrapup

SL (%) Service level percent. SL (%) = (total calls handled within TQOS) x 100 / ((total calls handled) + (total calls abandoned) - (total calls abandoned within TQOS))

Daily Total: Total calls that the agent answered. Excludes rejected calls.

Calls that cross the boundary of two or more half-hour intervals are counted only once.

Average:

8: Queue reports


Field Description

Handle Time Average time spent handling a call, calculated per call, not per agent. Includes talk time, hold time, and wrapup time.

Talk Time Average time spent talking, calculated per call, not per agent. Excludes on-hold time.

Hold Time Average time spent on hold, calculated per call, not per agent

Wrapup Time Average time spent in wrapup, calculated per call, not per agent


8: Queue reports


Queues by Agent This report summarizes queue statistics per agent for the selected timespan and optionally, the number of short calls in the timespan.

Note

This report filters calls by pick up time. VM queues show pick up time information.

You can group calls by hour, day, week, or month. If the call duration crosses the

boundary of two specified group-by intervals, the report shows the call in both intervals. For example, if you select hour, and the call starts at 9:28 and ends at 10:06, the same call appears in intervals 9:00 – 10:00 and 10:00 – 11:00.



Short Calls Threshold(secs)

Allows the user to specifically count calls under a certain duration in seconds. These are shown in the Short Calls column.


Field Description

Queue Name Name of the queue

Queue ID ID of the queue


Media Type When Group By Media Type is True then sub-totals are provided by media type of the handled calls.

Calls Handled Total calls that the agent answered. Includes callback requests. Excludes rejected calls, outgoing calls, callback responses, and monitor calls.

Short Calls Total calls below the specified short calls threshold

Total Talk T Total time that the agent spent talking. Excludes on-hold time.

Total Wrapup T Total time that the agent spent in wrapup

Average Talk T Average time that the agent spent talking. Excludes on-hold time.

Average Wrapup T Average time that the agent spent in wrapup

Max Talk T Maximum time that the agent spent talking. Excludes on-hold time.

Max Wrapup T Maximum time that the agent spent in wrapup

Calls per Hour Total calls per hour. Calls per Hour = calls handled x 3600 / logged in time in seconds

Agents Summary Total calls handled by the agents. If several agents handled the same call, the call is counted more than once.

Queue Summary Total calls handled by the queue. Each call is counted once.

8: Queue reports



8: Queue reports


Queues by Agent Groups This report summarizes queue statistics per queue and agent group for the selected timespan and optionally, the number of short calls in the timespan.

Note

This report filters calls by pick up time. VM queues show pick up time information.

You can group calls by hour, day, week, or month. If the call duration crosses the

boundary of two specified group-by intervals, the report shows the call in both intervals. For example, if you select hour, and the call starts at 9:28 and ends at 10:06, the same call appears in intervals 9:00 – 10:00 and 10:00 – 11:00.



Short Calls Threshold(secs)

Allows the user to specifically count calls under a certain duration in seconds. These are shown in the Short Calls column.


Field Description

Group Name of the group

Media Type When Group By Media Type is True then sub-totals are provided by media type of the handled calls

Calls Handled Total calls that the group answered. Includes callback requests. Excludes rejected calls, outgoing calls, callback responses, and monitor calls.

Short Calls Total calls below the specified short calls threshold

Total Talk T Total time that the group spent talking. Excludes on-hold time.

Total Wrapup T Total time that the group spent in wrapup

Average Talk T Average time that the group spent talking. Excludes on-hold time.

Average Wrapup T Average time that the group spent in wrapup

Average Handling T Average handling time. Includes talk time and wrapup time.

Max Talk T Maximum time that the group spent talking. Excludes on-hold time.

Max Wrapup T Maximum time that the group spent in wrapup

Calls per Hour Total calls per hour. Calls per Hour = calls handled x 3600 / logged in time in seconds

Calls per Hour for a Queue = calls handled /Group By (Hour, Day, Week, Month)

Groups Summary Total calls handled by groups. If several groups handled the same call, the call is counted more than once.

Queue Summary Total calls handled by the queue. Each call is counted once. Shows information for the whole queue, irrespective of any selected groups, and

ignores the logged-in time of any agents handling the calls.

8: Queue reports




9: VCS reports

Note

Only system administrators can display the VCS reports.

This report provides the following options for displaying VCS traffic statistics for a contact

center:

All VCS servers

Selected VCS servers

All tenants

Selected tenants

Group by selected timespan

To view VCS traffic statistics:

1. In the Historical Reports window, click System Administrator, and then click VCS Reports.

2. Click VCS Traffic Statistics.


Field Description

VCS # VCS number in the domain, for example, 23

# Calls Total number of calls presented to this VCS for the timespan for incoming or outgoing traffic

Busy Total time of calls in this VCS for the timespan for incoming and/or outgoing traffic

% Occ Rate Percent of time all VCS lines were used. % Occ Rate = 100 x ((incoming busy + outgoing busy) / ((length of selected timespan) x (max lines)))

Max Lines Maximum possible simultaneous calls in the VCS

The Report columns are grouped into Incoming and Outgoing calls.

9: VCS reports



contact center: service provider · 2020. 4. 16. · ccsp historical reports user guide -...

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