presence supervisor

Presence Supervisor ManualPresence Suite

Version 9.2Date: 09/2014

Presence Supervisor Manual2

Presence Technology

Contents1. ......................................................................................................... 5Introduction 2. ......................................................................................................... 6Installation and configuration 3. ......................................................................................................... 7Monitors

............................................................................................................................................... 7Queue status

............................................................................................................................................... 8Service status

............................................................................................................................................... 10Services

............................................................................................................................................... 11Productivity by service

............................................................................................................................................... 14Service contacts

............................................................................................................................................... 17All contacts

............................................................................................................................................... 18Productivity by agent

............................................................................................................................................... 19Stopped agents

............................................................................................................................................... 20Connected agents

............................................................................................................................................... 21Agents by service

............................................................................................................................................... 21Agents

............................................................................................................................................... 23Recording

............................................................................................................................................... 23Backup

............................................................................................................................................... 23Chat sessions

............................................................................................................................................... 24IR-VO Channels

4. ......................................................................................................... 26Outbound ............................................................................................................................................... 26Service parameters

............................................................................................................................................... 31Queue movements

............................................................................................................................................... 35Enable/disable loads

............................................................................................................................................... 35Reports ...................................................................................................................................... 36Record history...................................................................................................................................... 38Productivity by service...................................................................................................................................... 39Record scheduling...................................................................................................................................... 41Records status summary...................................................................................................................................... 43Contacts per hour...................................................................................................................................... 45Contacts per hour chart...................................................................................................................................... 47Contacts per day chart...................................................................................................................................... 49Status times by agent...................................................................................................................................... 51Processed records...................................................................................................................................... 52Contacts log...................................................................................................................................... 55Scheduled records...................................................................................................................................... 56Incomplete records...................................................................................................................................... 58Initial records processed per day...................................................................................................................................... 60Maximum counters status...................................................................................................................................... 61Service qualification codes...................................................................................................................................... 63Load status...................................................................................................................................... 65Records captured by agent

3Contents

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...................................................................................................................................... 66Record status

...................................................................................................................................... 68Summary of productivity by service

...................................................................................................................................... 71Handled contacts

...................................................................................................................................... 72Qualification codes by agent

...................................................................................................................................... 74Qualification codes by month

5. ......................................................................................................... 77Inbound ............................................................................................................................................... 77Reports

...................................................................................................................................... 77Productivity by service

...................................................................................................................................... 80Contacts per hour

...................................................................................................................................... 82Contacts per hour chart

...................................................................................................................................... 84Contacts per day chart

...................................................................................................................................... 86Status times by agent

...................................................................................................................................... 87Incomplete records

...................................................................................................................................... 89Contacts log

...................................................................................................................................... 92Service qualification codes

...................................................................................................................................... 93Malicious phone numbers

...................................................................................................................................... 95Malicious calls by phone number

...................................................................................................................................... 96Service levels

...................................................................................................................................... 98Summary of productivity by service...................................................................................................................................... 100Handled contacts...................................................................................................................................... 101Contacts by VDN/CDN...................................................................................................................................... 103Qualification codes by agent...................................................................................................................................... 105Qualification codes by month

6. ......................................................................................................... 107Agents ............................................................................................................................................... 107Agents

............................................................................................................................................... 108Notices

............................................................................................................................................... 113Reports ...................................................................................................................................... 114Productivity by agent...................................................................................................................................... 116Agent login/logout...................................................................................................................................... 118Status times...................................................................................................................................... 120Notice notification...................................................................................................................................... 122Stop times

7. ......................................................................................................... 125Mail ............................................................................................................................................... 125Mailboxes

...................................................................................................................................... 128View mails

...................................................................................................................................... 130Find mails

...................................................................................................................................... 132Mail history

............................................................................................................................................... 134Templates/Predefined texts ...................................................................................................................................... 136Definition of templates...................................................................................................................................... 138Definition of predefined texts

............................................................................................................................................... 139Reports ...................................................................................................................................... 139Mailbox status...................................................................................................................................... 141Average handling and answer times

............................................................................................................................................... 144Address book

8. ......................................................................................................... 146Internet ............................................................................................................................................... 146Sessions


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9. ......................................................................................................... 149Recordings 10. ......................................................................................................... 150Intelligent Routing

............................................................................................................................................... 150Dispatchers

............................................................................................................................................... 152Reports ...................................................................................................................................... 152Strategy execution qualification codes...................................................................................................................................... 154Strategy execution log...................................................................................................................................... 156Strategy execution times...................................................................................................................................... 158Strategy execution chart...................................................................................................................................... 160Strategy average time chart

11. ......................................................................................................... 163Scripts 12. ......................................................................................................... 164Preview reports 13. ......................................................................................................... 166Changing the password

Introduction 5

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1Chapter

Introduction

The purpose of this manual is to provide a description of all commands available in PresenceSupervisor. Contact Center coordinators and supervisors use Presence Supervisor to controlthe productivity of the services and agents. In some instances it is assumed that you arefamiliar with the basic concepts of a Contact Center such as a service, the predictive outboundmode, a contact, etc. For more in-depth knowledge of those concepts, refer to the PresenceAdministrator Manual.

Presence Supervisor allows you to monitor the statuses of the inbound or outbound services(calls, agents' statuses, etc.), carry out movements in the outbound queues, control theoutbound records in real-time, monitor schedules and invalid contacts, generate reports,enable and disable loads, send notices to the agents and much more.

When running Presence Supervisor, the application tries to connect to the configured (orselected) Presence Server. If no connection can be established because Presence Server hasnot started or because it is not possible to connect to Presence Server, Presence Supervisorreports the corresponding error and does not start.

The functionality available from Presence Supervisor is subject to the modules installed in thePresence system. For instance, if the Messaging module is not purchased along with thePresence system, the Mail option is not activated and, therefore, all this functionality isdisabled.

Please, bear in mind that the availability of outbound services is subject to the Presencelicense purchased.


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2Chapter

Installation and configuration

To install and configure Presence Supervisor on a machine, refer to the Presence InstallationGuides.

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3Chapter

Monitors

Queue statusThe Queue status monitor displays the total number of records in each of the 'Initial','Scheduled', and 'Invalid' statuses of the selected service. For more information on thestatuses of records, refer to the Presence Administrator Manual.

Be aware that the total records in each of the previously mentioned statuses will only beshown for the currently enabled loads.

Running the Queue status command displays the list of the currently enabled outboundservices:

Selecting an outbound service

Select the service for which you want to monitor the queue status, and click the OK button.The following window is displayed:


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Queue status monitor

As you can see, the total number of records of the enabled load in each one of the 'Initial','Scheduled', and 'Invalid' statuses are displayed.

The Refresh field allows you to specify the time (in seconds) to elapse before the informationof the monitor will be refreshed. The minimum time interval is 60 seconds. To force a refresh,click the Refresh icon at any time.

Service statusThe Service status monitor displays information about the status of the agents and thecontacts for a specific service.

Running the Service status command displays the list of the enabled inbound and outboundservices. Select the desired service, and click OK. The following window is displayed:

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Service status monitor (predictive/progressive mode)

As said above, this monitor displays the data of the different contact and agent statuses, aswell as the graphical representation of the output data.

It is possible to modify the outbound type from the service status monitor itself. This isapplicable to progressive or predictive outbound services only. The parameters displayed inthe monitor are as follows:

Contact probability: Probability of contacting a customer. This is the ratio between thenumber of calls answered by the customer and the total number of calls made by thesystem, i.e., the probability to make a successful call (i.e., the customer picks up thephone).

Automatic prediction: This parameter indicates whether the prediction has been set toAutomatic (predictive algorithm), i.e. enabled or disabled. In case this option is enabled,you cannot select any option from the Outbound type field. Instead, an informative labelreporting the outbound type associated to the service is displayed. The Concurrent callsoption displays the number of calls the system is making concurrently to find a newcontact. For further information on the automatic prediction type, refer to Outbound,Service parameters.

Outbound type: This parameter allows you to select the following items: Progressiveand Prediction by time. The Prediction by time type displays the Contact probability and the Automatic

prediction fields. The provided blank field allows you to set a value for the seconds thesystem must wait before generating a new predictive call. The Concurrent calls optiondisplays the number of calls the system is making concurrently to find a new contact.

Changes to any of the above mentioned outbound types will take effect when you click the Apply button.


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The following statuses are possible:

Contacts: Contacts in VDN/CDN (inbound service): Contacts (calls) that entered into the

VDN/CDN but have not yet been queued in a skill (for example, when the customer islistening to the welcome message for the service or when the call has not been queueddue to saturation of the service).

Contacts in progress (outbound service in predictive/progressive mode): Contactswhose call has been initiated by the switch, which will either be picked up by a customeror will be invalid.

Queued contacts: Contacts that have been queued in the skill and are now pending tobe serviced by an agent.

Ringing contacts: Contacts that were transferred to an agent so that the agent'stelephone is ringing at this moment and waiting to be answered.

Contacts answered: Contacts that are currently being answered by an agent. Contacts in ACW: Contacts that were terminated by hanging up and for which the

agents are now in after-call work status (ACW) in order to complete the handling andqualification process.

Agents: Available agents: Agents who are available and waiting to receive a contact to handle. Agents in a call: Agents who are currently answering a contact (via telephone, mail,

chat, etc.). Agents in ACW: Agents who hung up the telephone for the contact they were handling

and who are now in after-call work status in order to complete the handling andqualification process for the contact.

Agents in other: Agents who are currently servicing a contact or who are in after-callwork status (ACW), yet for another service than the one being monitored.

The Refresh field is used to specify the time (in seconds) to elapse before the information ofthe monitor will be refreshed. The minimum time interval is 30 seconds. To force a refresh,click the Refresh icon at any time.

ServicesThe Services monitor displays information about the status of the contacts and the agents forall selected services. Data for each status are broken down by totals and maximum times.

Running the Services command displays the list of the enabled inbound and outboundservices. You may select as many enabled services as you wish to monitor. Press the OKbutton. The following window is displayed:

Services monitor

Id: Service id.

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Service: Service name.

The information displayed in the monitor is grouped by:

Contacts: In progress: Contacts initiated by the switch, which will either be picked up by a

customer or will be invalid. Queued: Contacts pending to be serviced by an agent. Ringing: Contacts that were transferred to an agent so that the agent's telephone is

ringing at this moment and waiting to be answered. Answered: Contacts that are currently being answered by an agent. ACW: Contacts that were terminated by hanging up and for which the agents are now in

after-call work status (ACW) in order to complete the handling and qualification process.

For each of the above items, the monitor displays the total number of contacts (Total) andthe maximum time (Max. T) spent in each status.

Agents: Available agents [Available a.]: Agents who are available and waiting to receive a

contact to handle. Agents in other [A. in other]: Agents who are currently servicing a contact or who are

in after-call work status (ACW), yet for another service than the one being monitored.

For each of the above items, the monitor displays the total number of contacts (Total) andthe maximum time (Max. T) spent in each status.

NOTE: The values displayed for the Answered and ACW statuses are common toboth contacts and agents.

Double-clicking on a service will display a monitor with information specific for that service(refer to Monitors, Service status).


Productivity by serviceThe Productivity by service monitor displays statistical information retrieved from PresenceStatistics Server about a specific service. Therefore, this server must be up and running todisplay the updated information. This monitor does not provide support for time zones,therefore the internal calculations to get the data of the time ranges are based on the timezone of the Presence system (which is the time zone set in the machine where PresenceServer has been installed).

Running the Productivity by service command displays the list of all inbound and outboundservices. Select the desired service, and click OK. The following window is displayed:


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Productivity by service monitor

The monitor displays the following information that was collected throughout the differentintervals:

Useful positive contacts [Useful (+)]: Total number of useful contacts finished with aservice-specific positive qualification code.

Useful contacts [Useful]: Total number of contacts where communication is establishedwith the speaker (useful positive contacts + useful negative contacts). Clicking on Usefuldisplays a screen providing detailed information for each qualification code of the servicewhich has been set as useful:

Non-useful contacts [Non-useful]: Total number of non-useful contacts (Invalidrecords + unreachable records + qualification codes set as non-useful). Clicking onNon-useful displays a screen providing detailed information for each qualification code ofthe service which has been set as non-useful. Generic qualification codes of the Presencesystem are also included:

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Contacts: Total number of contacts that has been handled in this service (i.e. usefulcontacts + non-useful contacts). Clicking on Contacts displays a screen providing detailedinformation for each qualification code of the service. Generic qualification codes of thePresence system are also included:

Live contacts: Total number of contacts where communication has been establishedbetween the agent and the customer, AND the contact is finished with one of the followingqualification codes (inbound/outbound services):

Outbound services: Dropped call, Scheduled call, Call scheduled to another phonenumber, Custom scheduled qualification codes, Wrong phone numbers, Wrongaddress, Unreachable during calling hours, Customer deceased, Incomplete record,and all qualification codes created specifically for the service.

Inbound services: Mute call, Dropped call, Wrong phone number, Nuisance, Other,Malicious call, Incomplete record, and all qualification codes created specifically for theservice.

Handling time [Handling t.]: The sum of the total talk time and the after-call work time


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(ACW) spent by the totality of all agents of this service. Work time [Work t.]: Total work time spent by the totality of all agents of this service. Useful positive contacts per hour [Useful (+)/h]: Number of useful positive contacts

per hour of work time. Useful contacts per hour [Useful/h]: Number of useful contacts per hour of work time. Contacts per hour [Contacts/h]: Number of contacts per hour of work time. Live contacts per hour [Live C./h]: Number of live contacts per hour of work time. Conversion: Percentage of useful positive contacts relative to the number of useful

contacts. Abandoned on queue [Ab. on queue]: Number of contacts that are hung up once they

have been enqueued. Abandoned out of queue [Ab. out of queue]: Number of contacts that are hung up

before actually being enqueued. Abandoned: Number of contacts that are hung up before they can be answered by any

agent (Ab. on queue + Ab. out of queue). Percentage of abandoned contacts [% Abandoned (T)]: Percentage of abandoned

contacts relative to the total number of contacts. Percentage of abandoned contacts [% Abandoned (L)]: Percentage of abandoned

contacts relative to the total number of contacts where connection to the client has beenestablished (live contacts + abandoned contacts).

All data are displayed in the following five different groups:

Total: Shows all results starting from the time when the service was put into operation. Monthly: Shows the results starting from the beginning of the current month. Weekly: Shows the results starting from the beginning of the current week. Daily: Shows the results starting from the beginning of the current day. Time: Shows the results for the current day separated into one-hour intervals. You may

narrow the display of hour inrtervals shown in the monitor by right-clicking on the columntitle of the initial or end time of the range.


Service contactsThe Service contacts monitor provides information about the contacts that are in progress ina specific service.

This monitor provides support for time zones, therefore the date fields displayed in themonitor are based on the time zone set for the user of the Presence Supervisor session.

Running the Service contacts command displays a list of the enabled inbound and outboundservices. Depending on the selected type of service, the monitor will display (or not display)additional information on the contacts of this service.

Outbound servicesThere are differences regarding the information displayed in the monitor, which depends onwhether the service has been set to the progressive/predictive modes or to the preview mode.

Progressive/PredictiveAfter selecting a service set to one of these modes, the following details will be displayedin the monitor window:

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Service contacts monitor of a progressive/predictive service

Calls in progress: Contacts whose call has been initiated by the switch, which will eitherbe picked up by a customer or will be invalid.

Calls queued: Contacts that have been queued in the skill and are now pending to beserviced by an agent.

Calls answered: Contacts that are currently being answered by an agent. Calls in ACW: Contacts that the agent is working on after communication with the

customer is terminated by hanging up. At this stage, the agent is in After-Call Work status(ACW) in order to complete the handling and qualification process.

Contact probability: Probability of contacting a customer. This is the ratio between thenumber of calls answered by the customer and the total number of calls made by thesystem, i.e., the probability to make a successful call (i.e., the customer picks up thephone).

Average classification time: Average time elapsed from the moment the switch receivesa call until it detects whether the call is answered by a customer or it is an invalid record('Busy signal', 'No answer', 'Answering machine', 'Fax', 'Invalid generic reason', etc.).

Average contact handling time: Average time spent by the agents working in a serviceto handle the calls.

PreviewAfter selecting a service set to this mode, the following details will be displayed in themonitor window:

Service contacts monitor of a preview service

Calls queued: Contacts that have been queued in the skill and are now pending to beserviced by an agent.

Calls ringing: Contacts delivered to the agents of the service which have not yet been


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answered. Calls answered: Contacts that are currently being answered by an agent. Calls in ACW: Contacts that the agent is working on after communication with the

customer is terminated by hanging up. At this stage, the agent is in After-Call Work status(ACW) in order to complete the handling and qualification process.

Inbound servicesFor inbound services, the following monitor window will be displayed:

Service contacts monitor of an inbound service

The first column in the monitor displays an icon which provides information on the contact'schannel type (outbound or inbound):

Outbound contacts

: Voice contact set in predictive/progressive mode. : Voice contact set in preview mode. : Voice contact set in manual ACD.

Inbound contacts

: Voice contact. : Mail contact. : Internet contact.

In addition to the icon for the channel type, any of the above mentioned monitors (eitherinbound or outbound) displays the following information for each contact:

Contact Id: Internal Presence identifier for the contact. Phone number [Phone no]: Telephone number of the customer being or having called. Status: Contact status. The contact can have one of the following statuses: 'Answered',

'ACW', 'Queued', or 'Ringing'. Status time [Status t]: Time spent by the contact in the current status. Captured: Indicates whether the outbound record associated to the contact was captured

by the agent. VDN/CDN: VDN/CDN responsible for routing the call. Call Id: Identifier for the call in the PBX/ACD. Start time: Time from which the contact handling starts.

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Total time [Total t.]: Total time spent in the contact handling.


All contactsThe All contacts monitor provides information about the contacts that are in progress in allservices for which the supervisor has permissions.


Running the All contacts command displays the following window:

All contacts monitor

The first column in the monitor displays an icon which provides information on the contact'schannel type (outbound or inbound):

Outbound contacts

: Voice contact set in predictive/progressive mode. : Voice contact set in preview mode. : Voice contact set in manual ACD.

Inbound contacts

: Voice contact. : Mail contact. : Internet contact.

In addition to the icon for the channel type, the monitor displays the following information foreach contact:

Contact Id: Internal Presence identifier for the contact. Phone number [Phone no]: Telephone number of the customer being or having called. Service: Id and name of the service to which the contact belongs. Status: Contact status. The contact can have one of the following statuses: 'Answered',

'ACW', 'Queued', or 'Ringing'.


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Status time [Status t.]: Time spent by the contact in the current status. Captured: Indicates whether the outbound record associated to the contact was captured

by the agent. Record id: Record identifier associated to the contact. Available only for outbound

services. VDN/CDN: VDN/CDN responsible for routing the call. Call Id: Identifier for the call in the PBX/ACD. Start time: Time from which the contact handling starts. Total time [Total t.]: Total time spent in the contact handling.

The Status drop-down list allows you to select the status of the contacts to be displayed onthe monitor. Selecting All displays all contacts of the service, regardless of their respectivestatuses. The options In progress, Answered by customer, Delivered to VDN/CDN,Queued, Ringing, Answered or ACW display only contacts with the currently selectedstatus.


Productivity by agentThe Productivity by agent monitor displays, for the current day, information about theagents working in a specific service.

Running the Productivity by agent command displays the list of all inbound and outboundservices. Select the desired service, and click OK. The following window is displayed:

Productivity by agent monitor

This monitor displays a list of all agents who were or are still working in the service for thecurrent day. The following information is available for each agent:

Login: Agent identifier. Name: Name associated with the agent login. Useful positive contacts [Useful (+)]: Total number of useful contacts finished with a

service-specific positive qualification code.

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Useful contacts [Useful]: Total number of contacts where communication is establishedwith the speaker (useful positive contacts + useful negative contacts).

Non-useful contacts [Non-useful]: Total number of non-useful contacts (Invalidrecords + unreachable records + qualification codes set as non-useful).

Contacts: Total number of contacts that has been handled by the agent in the service(i.e. useful contacts + non-useful contacts).

Work time [Work t.]: Total work time spent by the agent in the service. Talk time [Talk t.]: Average talk time spent by the agent in the service. After-call work time [ACW t.]: Average after-call work time spent by the agent in the

service. Available time [Available t.]: Agent's total availability time. Contacts per hour [Contacts/h]: Number of contacts per hour of work time. Useful contacts per hour [Useful/h]: Number of useful contacts per hour of work time. Useful positive contacts per hour [Useful (+)/h]: Number of useful positive contacts

per hour of work time. Conversion: Percentage of useful positive contacts relative to the number of useful

contacts.


Stopped agentsThe Stopped agents monitor displays the agents in 'Stopped' status, i.e. agents who havenot started their work session in any of the services even though they are connected to thePresence system.

Running the Stopped agents command displays the following window:

Stopped agents monitor

The monitor displays a list of the stopped agents in the Presence system. The followinginformation is displayed for each agent:

Login: Agent identifier. Name: Name associated with the agent login. Station: Telephone station to which the agent is connected. Time: Time spent by the agent in the 'Stopped' status. Reason code [Reason c.]: Reason code describing the stop reason. Description: Description of the stop reason.


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IP address: IP address of the machine from which the agent is connected to the Presencesystem.


Connected agentsThe Connected agents monitor displays the agents who are connected to all services forwhich the supervisor has permissions.

Running the Connected agents command displays the following window:

Connected agents monitor

The following information is displayed for each agent:

Login: Identifier of the agent. Name: Name associated with the login. Station: Telephone station to which the agent is connected. Connection time [Connection t.]: Connection time since last time connected to the

Presence system. Work time [Work t.]: Work time since the last start of the work session. Status: Current status of the agent (Stopped, Available, Talking, After-call work). Status time [Status t.]: Time spent by the agent in the current status. Service: Id and name of the service to which the contact handled by the agent belongs.

This value is only available if the agent status is either "Talking" or "After-call work". IP address: IP address of the machine from which the agent is connected to the Presence

system.

The Status drop-down list allows you to select the status of the agents to be displayed on themonitor. Selecting All displays all agents who are connected, regardless of their respectivestatuses. The options Stopped, Available, Talking or After-call work display only agentswith the currently selected status.

Double-clicking on an agent will display a monitor with information specific for that agent(refer to Monitors, Agents).


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Agents by serviceThe Agents by service monitor displays the agents working in a specific service.

Running the Agents by service command displays the list of the enabled inbound andoutbound services. Select the desired service, and click OK. The following window isdisplayed:

Agents by service monitor

The following information is displayed for each agent:

Login: Agent identifier. Name: Name associated with the agent login. Station: Telephone station to which the agent is connected. Connection time [Connection t.]: Connection time since last time connected to the

Presence system. Work time [Work t.]: Work time since the last start of the work session. Status: Current status of the agent in the service (i.e. 'Available', 'Talking', 'After-call

work', 'Other'). Status time [Status t.]: Time spent by the agent in the current status. IP address: IP address of the machine from which the agent is connected to the Presence

system.

The Status drop-down list allows you to select the status of the agents to be displayed on themonitor. Selecting All displays all agents of the service, regardless of their respectivestatuses. The options Available, Talking, After-call work or Other display only agents withthe currently selected status.

Double-clicking on an agent will display a monitor with information specific for that agent (refer to Monitors, Agents).


AgentsThe Agents monitor displays information about a specific agent.


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Running the Agents command displays a screen where you must enter the agent login thatyou wish to monitor in the Login field. Monitoring a login requires that the login be enabled.

Agent login for the agent to monitor

After entering the agent login, the following window is displayed:

Agents monitor


This window provides the following information about the agent:

Login: Agent identifier. Agent name: Name associated with the agent login. Workstation: Telephone station to which the agent is connected. Current status: Current status of the agent (i.e. 'Stopped', 'Available', 'Talking', or

'ACW'). Time in current status: Time spent by the agent in the current status. Connection time: Time when the agent connected to the Presence system. Time connected: Agent's total connection time to the Presence system.

The lower area of this window displays a list of the services in which the agent is working. Foreach service, the respective identifier, name and starting time at which the agent started thework session in the service as well as the agent's work time and the type of service (inboundor outbound) are displayed.


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RecordingThe Recording monitor is only enabled when Presence Recording Server is installed andintegrated with Presence Server.

For more information about this monitor, refer to the Recording Supervisor Manual.

BackupThe Backup monitor is only enabled when Presence Recording Server is installed andintegrated with Presence Server.

For more information about this monitor, refer to the Recording Supervisor Manual.

Chat sessionsThe Chat sessions monitor is only enabled when the Presence Internet module is installed.This monitor provides information about the active chat sessions in an Internet service andallows you to monitor the ongoing conversation between agent and customer in real-time.

Running the Chat sessions command displays the list of the enabled Internet services. Selectthe desired service, and click OK. The following window is displayed:

Chat sessions monitor

This window shows the active chat sessions in the Internet service. The Refresh field is usedto specify the time (in seconds) to elapse before the information of the monitor will berefreshed. The minimum time interval is 120 seconds. To force a refresh, click the Refreshbutton ( ) at any time.

To see the ongoing conversation between an agent and a customer for a specific session inreal-time (including any warning messages), double-click the session.


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Chat conversation between agent and customer

IR-VO ChannelsThe IR-VO channels monitor is only enabled when Presence Intelligent Routing is installedand has the Voice-Option (VO) activated. This monitor provides information about the statusof the channels used by the IR-VO during the execution of interactive strategies.

Running the IR-VO channels command displays the following window:

IR-VO channels monitor

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The following information is displayed for each channel:

Status: The current status of the channel. The green icon indicates that the channel isfree, the red icon indicates that the channel is busy executing an interactive strategy.

Channel: Extension number associated with the channel. Activity Status: The current activity performed by the channel (idle, playing back,

recording, getting digits). Time: Time elapsed since the strategy starts executing on the channel. Strategy name: Name of the strategy that is executing on the channel. VDN: VDN/CDN that routed the call that is being processed on the channel. ANI: (Automatic Number Identification) Phone number that initiated the call that is being

processed on the channel. Step Id: ID of the step that is currently on execution. Step Type: Type of the step that is currently on execution. Step Description: Description of the interactive step that is currently on execution.

At the left hand side, a chart displays the number of channels that are free and busy.



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4Chapter

Outbound

Service parametersThe following section describes how to display and modify some of the operating parametersof an outbound service from Presence Supervisor.

To modify the parameters of an outbound service, run the Services command from theOutbound drop-down sidebar. Next, the list of outbound services is displayed. Select theservice to modify:

Outbound services

The service parameters screen is divided into the following tabs: Maximums, Schedule,Outbound type (available for progressive and predictive outbound services only) and Other.

Maximums

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Maximum values of an outbound service

This tab is used to specify the different outbound maximum values associated to the service.For more information about maximum values, refer to the Outbound services, Configuration,Maximums section of the Presence Administrator Manual.

Schedule

This tab is divided into two sections: Invalid and Scheduled.

Scheduling intervals for records qualified with the 'Invalid' code

The Invalid tab is used to specify the time interval that must elapse before the systemretries to call an outbound record with an 'Invalid' qualification code. This time interval is setindividually for each qualification code.


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General scheduling intervals

The Scheduled tab is used to configure the general parameters to schedule records, i.e.,the time interval until the scheduled records expire as well as the default schedulinginterval. Additionally, the time intervals set for the custom scheduled qualification codes canbe modified. It is important to bear in mind that the rescheduling is performed while alwaysrespecting the predefined scheduling hours for the service and customer.

For more information about the intervals of invalid records and concerning the scheduledrecords, refer to the Outbound services, Configuration, Schedule section of the PresenceAdministrator Manual. To know more about how to create custom scheduled qualificationcodes, refer to the Common service options, Qualification codes section of that samemanual.

Outbound type

Outbound types of an outbound service

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An outbound service may be configured so that the system makes calls in a number ofdifferent modes, such as the progressive and predictive modes. Using these modes isconditional to the service type (either progressive or predictive) previously defined fromPresence Administrator and to the Presence license purchased. In case the correspondinglicenses have been purchased, this tab will display both modes:

Progressive: In this outbound service mode, Presence Server generates the calls throughprogressive dialing via the specified CTI link. The call is generated only when the contacthandling has been finished and the agent status is back to available, so that a one-to-onerelationship between an agent and a call is possible in this mode. Therefore, the numberof calls can never be higher than the number of agents for the service. The system onlytransfers the call to the agent if it is answered on the other end, so that only usefulcontacts are transferred to the agents, thereby optimizing their productivity. Contacts with'Busy signal', 'No answer', 'Answering machine' and the rest of invalid records are nottransferred to the agents, and the system automatically assigns the appropriatequalification code to them.

Predictive: In this outbound service mode, Presence Server generates the calls throughpredictive dialing via the specified CTI link. The call is anticipated before the contacthandling has been finished and the agent status is back to available, so that a highernumber of calls than the number of agents available for the service is possible in thismode. The system only transfers the call to the agent if it is answered on the other end, sothat only useful contacts are transferred to the agents, thereby optimizing theirproductivity time. Contacts with 'Busy signal', 'No answer', 'Answering machine' and therest of invalid records are not transferred to the agents, and the system automaticallyassigns the appropriate qualification code to them. When selecting this mode, thefollowing parameters need to be specified:

Prediction by: Predictive outbound mode. Two options are available: Time andAutomatic.

Time: A new predictive call is generated by the system when the specified time haselapsed after a call is received by an agent. An estimation of the value to be enteredmay be based on the average total time required by the agents to handle a call (talktime plus after-call-work time). The Number of concurrent calls option allows youto specify the number of calls the system must make concurrently to find a newcontact. The default value is 1.

Automatic: The operation of the automatic prediction is based on theimplementation of a predictive algorithm. The calculations carried out by thisalgorithm are based upon two intervals: the current interval and the last validinterval. A valid interval is any interval which the algorithm identifies as reliablestatistical data (for instance, a night shift interval with no agents connected to theservice is not an interval which the algorithm identifies as valid). The predictivealgorithm internally calculates the outbound mode, alternating the use of theProgressive and Predictive by Time modes.

NOTE: It is recommended that agents connected to a service configured inautomatic predictive mode work exclusively for that service. That is, theyshould not be simultaneously connected to other services (blending).Otherwise, the handling of contacts from other services may interfere withthe statistics calculated by the predictive algorithm, and thus have anegative effect on the service productivity.

The operation in Progressive mode is applicable under the following scenarios:1. When the number of agents involved in a service is lower than 15.2. For the first interval after enabling the automatic prediction, provided that no


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default values have been set for the interval.For scenarios other than the above mentioned, the algorithm works in Prediction byTime mode.

In the Prediction by Time mode, the algorithm calculates in real-time the predictivedialing time and the number of concurrent calls. This is intended to achievemaximum productivity and generate the lowest possible number of queued calls,while considering the available time parameter set for the agent.

The algorithm configuration parameters are described below:

Interval time: This parameter allows you to specify a time value during whichthe predictive algorithm accumulates statistical data. The default value is set to1200 seconds. The minimum value you need to specify for this field is 600seconds. You should bear in mind the following:1. Setting a short interval value provides a quicker response to sudden changes

of the system, but the calculation of statistical data is less reliable.2. Setting a long interval value provides a slower response to sudden changes of

the system, but the calculation of statistical data is more reliable.

Agent availability time: This is the time you wish the agent to remain availablebetween the end of the call handling and the time when a new call is received bythe agent. This parameter allows the user to specify how long the agent mustremain in the 'Available' status. The default value is 20 seconds.

Maximum number of concurrent calls: This option allows you to specify themaximum number of calls the system must make concurrently to find a newcontact. The algorithm will never make a number of calls higher than the numberset as the maximum value. The default value is 5. The minimum value is 1.

Default values for the interval. The parameters available under this group boxallow you to set average start values when the predictive algorithm is enabled fora predictive service.

Contact probability: Probability of contacting a customer. This is the ratiobetween the number of calls answered by the customer and the total numberof calls made by the system, i.e., the probability to make a successful call (thecustomer picks up the phone).

Handling time: Average contact handling time. This is the average timespent by the agents in handling a contact, from the beginning to the end ofthe handling process. This time is obtained by adding the agent talk time plusthe after-call work time.

Classification time: Average call classification time. This is the time elapsedfrom the moment the switch receives a call until it detects whether the call isanswered by a customer or it is an invalid record ('Busy signal', 'No answer','Answering machine', 'Fax', 'Invalid generic reason', etc.).

Other

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Other parameters of an outbound service

This tab is used to configure several outbound service parameters:

The Alternate queues option is used to specify how many initial records are to beinserted into invalid records. This option allows you to prioritize initial records over invalidrecords. For more information about this parameter, refer to the Outbound services,Configuration, Queues section of the Presence Administrator Manual.

When the Detect answering machine and fax option is enabled, the system tries todetect automatic answering machines and fax machines. Calls answered by answeringmachines are qualified as invalid calls with "Answering machine" and "Fax" status and arenot delivered (routed) to the agents.

The No. of rings for 'No answer' parameter is used to specify how many rings have tosound before the system considers a call as 'No answer'.

Queue movementsQueue movements are performed when you want to modify manually the lifecycle of theoutbound records. Normally, outbound records have the 'Initial' status when they are loaded inthe service. As the records are contacted in the course of the service and before they arecompleted their status changes to 'Invalid record', 'Scheduled' or 'Maximum'. By means ofqueue movements you can revert records in the 'Invalid', 'Scheduled' or 'Maximum' statusback to the 'Initial' status. Also, records can be moved between loads or services.

The specific outbound service may be either enabled or disabled; the system allows queuemovements in both cases. However, it is recommended to perform queue movements duringproduction downtimes, because moving great numbers of records may have a significantnegative impact on the system performance which in turn affects the agents connected to thesystem via Presence Agent.

Presence Supervisor provides only a limited set of basic queue movements. The complete setof movements is available in Presence Administrator. For more information about queuemovements, refer to the Outbound services, Queues section of the Presence AdministratorManual.


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To perform a queue movement, run the Queues command from the Outbound drop-downsidebar, and select the service to which to apply the movement. The service may be eitherenabled or disabled. After selecting the service, a window appears where you can chooseamong the following three movements: Maximums to initial records, Invalid to initialrecords, and Scheduled to initial records.

These movements allow you to specify whether you want the captured records to be includedin the movement or not, provided the call capturing option is enabled for the selected service.When the Apply movement to captured records option is selected, the queue movementtakes all outbound records of the selected loads into account, regardless of whether they arecaptured records or not. When this option is not selected, the movement only takes outboundrecords into account that are not captured.

All queue movements have also the Restart maximum counters checkbox, that allows youto automatically restart the maximum counters of the records affected by the appliedmovement. Checking this box resets the maximum counters and the counting process startsover again. By default, this option is enabled.

Finally, all three available queue movement types allow to perform a movement on a single,on various or on all enabled loads of the selected service. The movement definition includesthe Apply only to the following loads option which allows this behavior. If this option is notselected, the system applies the queue movement to all enabled loads of the service. Whenthis option is selected, all enabled loads of the service are displayed so that you can specify towhich load(s) the movement should be applied.

Maximum to initial records

Maximum to initial records

This movement is used to set back to the initial status those records that have reached themaximum status due to their maximum counters having exceeded some of their maximum

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outbound service parameters.

Invalid to initial records

Invalid to initial records

This movement is used to set back to the initial status those records that have been markedas invalid when last called.

The Invalid records group box includes eight options: Busy signal, No answer,Answering machine, Fax, Invalid generic reason, Abandoned call, Dropped call andPhone no. does not exist. These are the eight types of invalid records that the Presencesystem can handle. The invalid to initial records movement will be applied to the types ofinvalid records that you select here.

Scheduled to initial records


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Scheduled to initial records

This movement is used to set back to the initial status those records that have beenscheduled manually by the agents from Presence Agent.

This movement provides support for time zones, therefore the date fields used asparameters are based on the time zone set for the user of the Presence Supervisor session.

The Scheduled record data group box contains the options Apply to period and Apply totime frame.

When the Apply to period option is checked, you can specify a start date in the Startparameter for filtering the scheduled records to be moved. When the End option is alsochecked, you can specify an end date. In that case, only scheduled records with a scheduleddate falling within the range specified by the Start and End date will be moved. Whenspecifying a Start date with no End date, only records that were scheduled for a date laterthan the specified one will be moved.

When the Apply to time frame option is selected, you can use the Start time and Endtime parameters to specify a time period for filtering the scheduled records to be moved.

Finally, if custom scheduled qualification codes have been set for the outbound service inPresence Administrator, the Custom qualification codes group box will be displayed.Within this option either all or some of the qualification codes can be selected to filter thescheduled records when applying the movement. If the service has previously had customqualification codes that no longer exist, these records will be included in the Scheduledoption when performing the movement. For services that do not have custom scheduledqualification codes, all scheduled records will be moved regardless of the code they werequalified with.

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Enable/disable loadsFrom Presence Supervisor, only loads of an outbound service can be enabled or disabled. Theremaining load management operations (i.e. creating, deleting, exporting, etc.) must beperformed using Presence Administrator. For more information, refer to the Outboundservices, Loads section of the Presence Administrator Manual.

To enable or disable the loads of an outbound service, run the Loads command from theOutbound drop-down sidebar, and select the desired service. The service may be eitherenabled or disabled. Once the service has been selected, a window appears, displaying a list ofthe loads and their respective statuses:

Loads of an outbound service

It is possible to enable or disable a load or multiple loads at a time. Select the desired load orloads (holding down the CTRL or SHIFT keys and clicking on the loads) from the list and pressthe Enable or Disable button, which are both located in the upper area of the window.

ReportsTo generate a report on an outbound service, run the Reports command from the Outbounddrop-down sidebar, and select the desired service. Once the service has been selected, a list isdisplayed with all reports that can be generated:


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Outbound service reports

After selecting the desired report, you need to provide the requested parameters. Then, clickthe Generate button to generate and preview the report in a separate window. For moreinformation about the commands available in the report preview window, refer to the Previewreports section.

NOTE: If the time zone of the user who generates a report is different than thetime zone of Presence Server, the time zone identifier of the user is printed on thereport header.

Record historyThe Record history report lists, in chronological order, all calls that were performed for aspecific outbound record. You only need to specify the Source identifier of the record:

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Parameters of the Record history report

This report provides support for time zones, therefore the date fields used as parameters or asreport result are based on the time zone set for the user of the Presence Supervisor session.

After clicking the Generate button, the following report is displayed:

Record history report

The following information is provided for each call:

Date: Date and time when the agent completed the handling process for the call. Login: Identifier of the agent who handled the contact. Agent name: Name associated with the agent login. Qualification code [Q. code]: Qualification code assigned to the call. Qualification code description [Q. code description]: Description of the qualification

code. Phone no.: Telephone number that was called. Load: Load to which the outbound record belongs.


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Scheduled: Date specified by the agent in Presence Agent when the record will be calledagain.

Captured: Indicates whether the outbound record associated to the contact was capturedby the agent.

Calls performed with the login 99999 are calls that were qualified by the Presence systemwithout the intervention of any agents (i.e. invalid contacts in progressive/predictive calls,abandoned calls, etc.). This login is reserved and cannot be assigned to any agent.

Productivity by serviceThe Productivity by service report shows the number of outbound contacts performed in theservice within a given period of time, grouped by qualification codes.

Parameters of the Productivity by service report


The following parameters can be specified at the time of generating the report:

Start date: Date for which you want to generate the report. End date: When this option is enabled, you specify that the report is to be generated for

the time period indicated by the Start date and the End date. Interval: This option is used to specify the contacts accumulation interval (30 minutes,

1 hour, 1 day, Accumulated for period, Accumulated total). When checking theAccumulated total option, the values of the Start date and End date parameters areignored, and the report will be generated for all contacts performed since the service wasstarted and up to the current time.

Select loads: When enabling this option, you can specify that the report is to begenerated only for the records belonging to the previously selected load(s). Use thecheckbox by the column Name to select/unselect all loads.

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Productivity by service report

The report displays the contacts accumulated by the specified intervals and grouped byqualification codes. For each qualification code the total number of contacts is displayed. Also,the percentage of contacts with exactly this qualification code relative to the total number ofcontacts in this interval (% total) is shown. Moreover, the percentage of contacts with exactlythis qualification code relative to the number of contacted contacts is displayed, i.e. thenumber of contacts that were attended by an agent (% connected). At the bottom of thereport, the total number of each item is stated.

Service-specific qualification codes are marked with a plus (+) or minus (-) symbol or withletter X, depending on whether they are positive, negative or non-useful respectively.

Record schedulingThe Record scheduling reports shows the number or records scheduled for a given period oftime.


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Parameters of the Record scheduling report



Start date: Date for which you want to generate the report. End date: When this option is enabled, you can specify that the report is to be generated

for the time period indicated by the Start date and the End date. Interval: This option is used to specify the accumulation interval for scheduled records (

15 minutes, 30 minutes, 1 hour, 1 day). Record types to display: This option is used to specify which types of records to include

in the report. When selecting the Invalid records option, all scheduled records with thestatus 'Invalid' will automatically be included in the report. When selecting the Scheduledoption, all contacts with the 'Scheduled' status that were scheduled by agents will beincluded in the report.


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Record scheduling report

For each interval, the total number of scheduled records as well as their break down by statusand the last qualification code that the record was qualified as are displayed.

If you wish a detailed report of the scheduled records for a given period of time, use the Scheduled records report (refer to Reports, Outbound services, Scheduled records).

Records status summaryThe Records status summary report shows the current situation of the outbound records ofa service, grouped by status.


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Parameters of the Records status summary report

The report includes only the Select loads to include in report parameter which is used tospecify one of the following values:

Show all loads: Generates the report for all loads of the service, regardless of whetherthey are enabled or disabled.

Show enabled loads only: Generates the report only for enabled loads. Show disabled loads only: Generates the report only for disabled loads. Select loads: Generates the report from one or several loads that must be selected

manually. Use the checkbox by the column Name to select/unselect all loads.


Records status summary report

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The report shows a tree-like structure of all records of the selected loads, grouped according tostatus and the last qualification code that the record was qualified as. For each status andqualification code, the number of records is shown, as well as the percentage of the totalnumber of records. At the bottom of the report, the total number of records is stated.

Contacts per hourThe Contacts per hour report shows the productivity parameters for each agent of theservice for a given period of time.

Parameters of the Contacts per hour report




for the time period indicated by the Start date and the End date. Sort by: This option allows you to sort the data generated in the report by Login or by

Agent name. Detailed daily: When this option is enabled, the report is generated displaying the data

by day for each of the agents working in the service.



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Contacts per hour report

The report contains the following information for each agent:

Login: Agent identifier. Agent name: Name associated with the agent login. Connection time: Agent's total connection time to the system. Connection time includes

the period of time elapsed from the agent's starting Presence Agent and logging in to theapplication in order to connect to the system until exiting the application.

Work time: Agent's total work time in the service. Work time includes the period of timethat elapses between the agent's starting the work session in Presence Agent by clickingthe Start button until stopping the session by clicking the Stop button. The work time isdetermined by adding the times spent by the agent in the service with either of thestatuses 'Available', 'Talking', 'ACW', and 'Other'.

Contacts: Total number of (both useful and non-useful) contacts that were answered bythe agent.

Useful contacts [Useful C.]: Number of useful contacts answered by the agent. Useful contacts per hour of connection time [UC/h (connec. t.)]: Number of useful

contacts answered by the agent per hour connected. This number is calculated by dividingthe number of answered useful contacts by the connection time.

Useful contacts per hour of work time [UC/h (work t.)]: Number of useful contactsanswered by the agent per hour of work. This number is calculated by dividing the numberof answered useful contacts by the work time.

Useful positive contacts [Positive UC]: Number of useful positive contacts answeredby the agent.

Conversion: Percentage of useful positive contacts relative to the number of usefulcontacts.

Useful positive contacts per hour of connection time [+UC/h (connec. t.)]:Number of useful positive contacts answered by the agent per hour connected. Thisnumber is calculated by dividing the number of answered useful positive contacts by theconnection time.

Useful positive contacts per hour of work time [+UC/h (work t.)]: Number of usefulpositive contacts answered by the agent per hour of work. This number is calculated bydividing the number of answered useful positive contacts by the work time.

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The parameters Useful contacts per hour and Useful positive contacts per hour provideinformation about the performance of the agents relative to either connection or work time.The Useful contacts per hour may increase mainly because the agent limits the call durationfor each contact to a minimum so that a higher number of contacts may be serviced per timeunit. The Useful positive contacts per hour may increase mainly because the agentmanages to complete more useful contacts with a positive qualification code. Useful positivecontacts are contacts completed (closed) with a service-specific qualification code that wasdefined as positive in Presence Administrator.

At the bottom of the report, the total number of each item is stated.

Contacts per hour chartThe Contacts per hour chart report displays by means of a graphic visualization the numberof contacts handled per hour within the specified period of time and time frame. This report isused to evaluate which time frames throughout the day provide the highest productivity ratesof an outbound service.

Parameters of the Contacts per hour chart report




by accumulating the information for the time period indicated by the Start date and theEnd date.

Start time: Start time of the hourly intervals represented by the axis of abscissas(x-axis).

End time: End time of the hourly intervals represented by the axis of abscissas (x-axis). 3D bars: This option displays the chart as 3D bars.


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Labels: This option displays, for each of the time intervals, the value for the contact perhour.

Select qualification codes to display in chart: In this section, you select thequalification codes for the contacts to be displayed in the chart's axis of ordinates (y-axis).You may either specify the qualification codes to display one by one or use the drop-downlist from the Select option to select them automatically:

None: Removes all previous selections and allows the new selection of contact types. All: Selects all contacts regardless of their individual qualification codes. Useful contacts: Selects only useful contacts, i.e. contacts with a service-specific

qualification code. Non-useful contacts: Selects only non-useful contacts, either for a contact with a

common or service-specific qualification code. Positive contacts: Selects only useful positive contacts, i.e. contacts with a positive

service-specific qualification code. Negative contacts: Selects only useful negative contacts, i.e. contacts with a

negative service-specific qualification code.


Contacts per hour chart report

The axis of ordinates (y-axis) represents, for each hour of the day, the average number ofcontacts generated per work hour by an agent of the service. This value is obtained by

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dividing the total number of contacts generated in one hour by the number of hours worked byall agents of the service at that same hour. If a range of days is specified, the average iscalculated from the accumulated number of contacts and work hours of each hour for all daysspecified in the range.

The area below the chart contains a listing of all contacts that were selected in order to beincluded in the graphical representation of the chart.

The evaluation of the contacts per hour chart may help to optimize the range of the servicesprovided in the different time frames throughout the day. Due to holidays and bank holidays,seasonal changes, climatic variations, etc., the boundary conditions for productivity may varywhich is why it is recommended to monitor those parameters continually.

Contacts per day chartThe Contacts per day chart report displays by means of a graphic visualization the numberof contacts handled per day within the specified period of time. This report is used to evaluatewhich days provide the highest productivity rates of an outbound service.

Parameters of the Contacts per day chart report





3D bars: This option displays the chart as 3D bars. Labels: This option displays, for each of the time intervals, the value for the contact per

hour.


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Select qualification codes to display in chart: In this section, you select thequalification codes for the contacts to be displayed in the chart's axis of ordinates (y-axis).You may either specify the qualification codes to display one by one or use the drop-downlist from the Select option to select them automatically:

None: Removes all previous selections and allows the new selection of contact types. All: Selects all contacts regardless of their individual qualification codes. Useful contacts: Selects only useful contacts, i.e. contacts with a service-specific

qualification code. Non-useful contacts: Selects only non-useful contacts, either for a contact with a

common or service-specific qualification code. Positive contacts: Selects only useful positive contacts, i.e. contacts with a positive

service-specific qualification code. Negative contacts: Selects only useful negative contacts, i.e. contacts with a

negative service-specific qualification code.


Contacts per hour chart report

The axis of ordinates (y-axis) represents, for each day, the average number of contactsgenerated per work hour by an agent of the service. This value is obtained by dividing thetotal number of contacts generated in one day by the number of hours worked by all agents ofthe service during that same day.

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The area below the chart contains a listing of all contacts that were selected in order to beincluded in the graphical representation of the chart.

Status times by agentThe Status times by agent report shows the total and average times spent by the agents ofthe service in the individual statuses (i.e. Servicing contact, ACW, etc.).

Parameters of the Status times by agent report





Interval: This option is used to specify the accumulation interval for status times (1 day,Accumulated for period, Accumulated total). When selecting the Accumulated totaloption, the values of the Start date and End date parameters are ignored, and the reportwill be generated for the entire period of time since the service was started and up to thecurrent time.

Sort by: This option allows you to sort the data generated in the report by Login or byAgent name.



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Status times by agent report

The report contains the following information for each agent:

Login: Agent identifier. Agent name: Name associated with the agent login. Work time: Total work time spent by each agent in this service. Contacts: Total number of contacts in this service that were answered by the agent. Talk time: Total time spent by the agent in the 'Servicing contact' status, i.e. time spent

talking. Average talk time [Average talk t.]: Agent's average talk time in the service. After-call work time [ACW time]: Time spent by the agent to complete the handling

and qualification of the contact after the communication with the customer hasterminated, i.e. this is the time that the agent is in the 'After-call work' status.

Average after-call work time [Average ACW t.]: Average after-call work time (ACW)spent by the agent in the service.

Average handling time [Average handling t.]: Agent's average handling time in theservice. The handling time is determined by adding the talk time and the after-call worktime spent by the agent for contact handling purposes.

Other time: Time spent by the agent in handling contacts which belong to other services. Available time: Total time that the agent was available and waiting to receive a contact

from a service.

At the bottom of the report, the total number of each item is stated.

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Processed recordsThe Processed records reports shows the number of outbound records processed in a givenperiod of time. Processed outbound records are records that have been called at least oncethroughout the indicated period of time. The report groups the outbound records based ontheir statuses and current qualification codes.

Parameters of the Processed records report




for the time period indicated by the Start date and the End date. Interval: This option is used to specify the accumulation interval for processed records (1

day, Accumulated for period, Accumulated total). When selecting the Accumulatedtotal option, the values of the Start date and End date parameters are ignored, and thereport will be generated for the entire period of time since the service was started and upto the current time.

Load: When enabling this option, you can specify that the report is to be generated onlyfor the processed outbound records of a specific load.



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Processed records report

The report shows, for the specified period of time, the processed records grouped by theirstatus and current qualification code, as well as the percentage of records relative to the totalnumber of records processed. At the bottom of the report, the total accumulated records arestated.

Contacts logThe Contacts log report provides a detailed view of all contacts that were performed for theservice on a given day and within a given time frame.

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Parameters of the Contacts log report



Date: Date for which you want to generate the report. Start time: Start time of the time frame for which you want to generate the report

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