ReportParams 1056/en - Revision history

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2025-01-17T16:40:32Z

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	The report may be run on different intervals, half-hour, day and month.		The report may be run on different intervals, half-hour, day and month.


			{{:GetStarted}}


	=== Selection ===		=== Selection ===

	~~# Select a '''saved setting''', optionally~~
	# Select a '''grouping''', i.e. to group by ''half-hour'', ''day'' or ''month''		# Select a '''grouping''', i.e. to group by ''half-hour'', ''day'' or ''month''
	# Select a [[{{Link}}Node\|node]]		# Select a [[{{Link}}Node\|node]]
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	## Select an '''end time'''		## Select an '''end time'''
	# Check the '''exclude weekends''' box if you want to [[{{Link}}Exclude Weekends\|exclude weekends]]		# Check the '''exclude weekends''' box if you want to [[{{Link}}Exclude Weekends\|exclude weekends]]
	# ~~Define the~~ '''report ~~format~~'''		# Click '''run report'''
	~~# Check the '''show when ready''' box to show the report in the open view when ready~~
	~~#:* If you leave the view or click show once again the report will be available in the activity panel~~
	~~#:* Read more about [[~~{{~~Link~~}}~~ActivityPanel\|how to handle the activity panel]]~~		{{:ExecutionSummary}}
	~~# Click '''show'''~~

	=== Result ===		=== Result ===

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2023-06-13T07:09:51Z

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	### Select a '''start date'''		### Select a '''start date'''
	### Select an '''end date'''		### Select an '''end date'''
	###:* ~~If you prefer to select~~ dates in a calendar view ~~instead of typing, click on the calendar button next to the date field~~.		###:* Select dates in the calendar view.
	# Select a time interval that will apply to all days in the selected period:		# Select a time interval that will apply to all days in the selected period:
	## Select a '''start time'''		## Select a '''start time'''

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2023-03-24T07:24:52Z

Updating to match new version of source page

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	The report may be run on different intervals, half-hour, day and month.		The report may be run on different intervals, half-hour, day and month.

	=== Selection ===		=== Selection ===

	# Select a '''saved setting''', optionally		# Select a '''saved setting''', optionally
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	# Click '''show'''		# Click '''show'''

	=== Result ===		=== Result ===

	{\|		{\|
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	{{:ReportParams Default}}		{{:ReportParams Default}}


	[[Category:F01{{Langcat\|ReportParams 1056}}]]		[[Category:F01{{Langcat\|ReportParams 1056}}]]
	[[Category:Report{{Langcat\|ReportParams 1056}}]]		[[Category:Report{{Langcat\|ReportParams 1056}}]]

Toptiuser: Created page with "== Report - Service Objective Report (Avaya CS1000) == The ''Service Objective Report'' shows how the agents live up to the set targets. The report is based on the target parameter set in the PBX. Check with your PBX technician to find out the target time of your PBX. Using this parameter, all calls not answered within the target time are logged. The report shows, as a percentage, how close the target is adhered to. It also shows the share of {{Link}}Abandoned Call|a..."

2023-01-24T10:10:02Z

Created page with "== Report - Service Objective Report (Avaya CS1000) == The ''Service Objective Report'' shows how the agents live up to the set targets. The report is based on the target parameter set in the PBX. Check with your PBX technician to find out the target time of your PBX. Using this parameter, all calls not answered within the target time are logged. The report shows, as a percentage, how close the target is adhered to. It also shows the share of {{Link}}Abandoned Call|a..."

New page

== Report - Service Objective Report (Avaya CS1000) ==

The ''Service Objective Report'' shows how the agents live up to the set targets. The report is based on the target parameter set in the PBX. Check with your PBX technician to find out the target time of your PBX. Using this parameter, all calls not answered within the target time are logged. The report shows, as a percentage, how close the target is adhered to. It also shows the share of [[{{Link}}Abandoned Call|abandoned calls]].

The report has two parts, one diagram and one table. The diagram bars showing the share of calls answered within the target, and calls lost, are read on the left axis, while the curves showing average queue time for answered and abandoned calls are read on the right axis. The X-axis shows the time. The table shows the same thing as the diagram, using numbers instead.

The report may be run on different intervals, half-hour, day and month.

=== Selection ===

# Select a '''saved setting''', optionally
# Select a '''grouping''', i.e. to group by ''half-hour'', ''day'' or ''month''
# Select a [[{{Link}}Node|node]]
# Select '''ACD'''
# Select a period:
## Select [[{{Link}}Relative Date|relative dates]] in the menu
##: - or -
## Select a fixed period:
### Set '''relative date''' to ''Selected dates''
### Select a '''start date'''
### Select an '''end date'''
###:* If you prefer to select dates in a calendar view instead of typing, click on the calendar button next to the date field.
# Select a time interval that will apply to all days in the selected period:
## Select a '''start time'''
## Select an '''end time'''
# Check the '''exclude weekends''' box if you want to [[{{Link}}Exclude Weekends|exclude weekends]]
# Define the '''report format'''
# Check the '''show when ready''' box to show the report in the open view when ready
#:* If you leave the view or click show once again the report will be available in the activity panel
#:* Read more about [[{{Link}}ActivityPanel|how to handle the activity panel]]
# Click '''show'''

=== Result ===

{|
|-
| width="175px" | '''Heading'''
| '''Content'''
|-
| Share Within Service Objective
| The percentage of calls answered or abandoned before the time threshold defined in the PBX.
|-
| Share Abandoned
| The share of [[{{Link}}Abandoned Call|abandoned calls]] of all calls accepted to queue.
|-
| Avg Queue Time Answered
| The average speed of answer (in mm:ss) for all answered calls to the queue. The timing for answering the call begins when the call is queued for the ACD queue and ends when an agent answers the call. Including calls given the enhanced overflow treatment but not including timed overflow-in calls from another queue.
|-
| Avg Queue Time Abandoned
| The average waiting time for abandoned calls (in mm:ss).
|}

{{:ReportParams Default}}

[[Category:F01{{Langcat|ReportParams 1056}}]]
[[Category:Report{{Langcat|ReportParams 1056}}]]