ReportParams 1058/en - Revision history

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	'''Note:''' If more than one node is selected, summary figures for all chosen nodes will be shown first followed by the figures for each node separately.		'''Note:''' If more than one node is selected, summary figures for all chosen nodes will be shown first followed by the figures for each node separately.


			{{:GetStarted}}


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

	~~# Select a '''saved setting''', optionally~~
	# Select a [[{{Link}}Country\|country]]		# Select a [[{{Link}}Country\|country]]
	# Select [[{{Link}}Node\|nodes]]:		# Select [[{{Link}}Node\|nodes]]:
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	### Select an '''end date'''		### Select an '''end date'''
	###:* Select dates in the calendar view.		###:* Select dates in the calendar view.
	# ~~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 on '''show'''~~

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

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2023-06-13T07:13:42Z

Updating to match new version of source page

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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.
	# Define the '''report format'''		# Define the '''report format'''
	# Check the '''show when ready''' box to show the report in the open view when ready		# Check the '''show when ready''' box to show the report in the open view when ready

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2023-04-21T08:16:06Z

Updating to match new version of source page

← Older revision		Revision as of 08:16, 21 April 2023
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	== Report - ~~Agent Statistics Report (Avaya CS1000)~~ ==		== Report - Call Cost - PBX/Node ==

	The ''~~Agent Statistics Report~~'' ~~display~~ statistics ~~about the number of answered calls~~, ~~handling times~~ and ~~logged in times for each agent on the specified [[{{Link}}ACD\|ACD]] queue. The report shows the total numbers~~ for ~~the ACD DN~~ and ~~per individual Agent ID~~.		The report ''Call Costs - PBX/Node'' is a good management report for working with statistics regarding volumes, duration and cost for any selected node and date interval.

	~~'''Note:''' Bear in mind that the agent has~~ to ~~be logged in~~ to ~~the ACD queue for the agent statistics to show up in the report~~.		The data is grouped by node, traffic category and traffic type. For example, use this report to easily track total volumes, duration and cost when about to negotiate new tariffs.

	=== Selection ===		'''Note:''' If more than one node is selected, summary figures for all chosen nodes will be shown first followed by the figures for each node separately.

			=== Selection ===

	# Select a '''saved setting''', optionally		# Select a '''saved setting''', optionally
	# Select a ~~'''grouping''', i.e. to group by ''half-hour'', ''day'' or ''month''~~		# Select a [[{{Link}}Country\|country]]
	# Select a [[{{Link}}Node\|~~node~~]]		# Select [[{{Link}}Node\|nodes]]:
	# Select ~~an '''ACD'''~~		#:* Select nodes in the left column and click the arrow button [[Image:Icon Move Selected.png]] to move the selected nodes to the right column
			#:* By using the double arrow button [[Image:Icon Move All.png]], you can move all nodes from the left column to the right column
	# Select a period:		# Select a period:
	## Select [[{{Link}}Relative Date\|relative dates]] in the menu		## Select [[{{Link}}Relative Date\|relative dates]] in the menu
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	### 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.		###:* 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'''		# Define the '''report format'''
	# Check the '''show when ready''' box to show the report in the open view when ready		# 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		#:* 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]]		#:* Read more about [[{{Link}}ActivityPanel\|how to handle the activity panel]]
	# Click '''show'''		# Click on '''show'''

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

	{\|		{\|
	\|-		\|-
	\| width="~~175px~~" \| '''Heading'''		\| width="125px" \| '''Heading'''
	\| '''Content'''		\| '''Content'''
	\|-		\|-
	\| ~~ACD DN/Agent Position ID~~		\| Traffic Category
	\| ~~All agents logged per ACD queue~~. ~~The agent position ID is a unique up~~ to ~~7-digit number~~.		\| The name of the [[{{Link}}Traffic Category\|traffic category]] which the ''Amount'', ''Duration'' and ''Cost'' are grouped by. If expanded it also shows the ''Amount'', ''Duration'' and ''Cost'' grouped by each [[{{Link}}Traffic Type\|traffic type]] that belongs to the traffic category.
	\|-		\|-
	\| ~~Interval~~		\| Amount
	\| ~~Depending on selected grouping interval could be half-hour interval, day or month~~.		\| Shows the total amount of calls.
	\|-		\|-
	\| ~~Answered Calls~~		\| Duration
	\| ~~The number of answered calls by~~ the ~~agent on the ACD queue, including time overflow calls to the agent position~~.		\| Shows the total duration.
	\|-		\|-
	\| ~~Call Handling Time~~		\| Cost
	\| ~~The average handling time (in mm:ss) is~~ the ~~time from initial answer of the call to final release of the call for all answered calls.~~		\| Shows the total cost
	\|-
	~~\| Wrap Up Time~~
	~~\| The average time (in mm:ss) that each agent spent in "Not Ready" per answered call.~~
	\|-
	~~\| Direct Incoming Calls~~
	~~\|The~~ total ~~number of incoming calls on the agent's DN keys.~~
	\|-
	~~\|Time in Direct Inc Calls~~
	~~\|The duration (in mm:ss) of all incoming calls on the agent's DN key(s), timed from call answer to final call release.~~
	\|-
	~~\|Direct Outgoing Calls~~
	~~\|The total number of outgoing calls from the agent position using DN, conference, or transfer keys.~~
	\|-
	~~\|Time in Direct Outg Calls~~
	~~\|The total time (in mm:ss) of all outgoing calls from this agent position timed from the initial DN activation to final call release.~~
	\|-
	~~\|Total Time Active~~
	~~\|The total agent position manned time, minus the total waiting time (in mm:ss).~~
	\|-
	~~\|Total Time Available~~
	~~\|The sum of all manned/logged in time for an agent position (in mm:ss).~~
	\|}		\|}

	{{:ReportParams Default}}		{{:ReportParams Default}}

	[[Category:F01{{Langcat\|ReportParams ~~1054~~}}]]
	[[Category:Report{{Langcat\|ReportParams ~~1054~~}}]]		[[Category:F01{{Langcat\|ReportParams 1058}}]]
			[[Category:Report{{Langcat\|ReportParams 1058}}]]

Toptiuser: Created page with "== Report - Agent Statistics Report (Avaya CS1000) == The ''Agent Statistics Report'' display statistics about the number of answered calls, handling times and logged in times for each agent on the specified ACD queue. The report shows the total numbers for the ACD DN and per individual Agent ID. '''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report. === Selection === # Select..."

2023-01-24T12:16:34Z

Created page with "== Report - Agent Statistics Report (Avaya CS1000) == The ''Agent Statistics Report'' display statistics about the number of answered calls, handling times and logged in times for each agent on the specified [[{{Link}}ACD|ACD]] queue. The report shows the total numbers for the ACD DN and per individual Agent ID. '''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report. === Selection === # Select..."

New page

== Report - Agent Statistics Report (Avaya CS1000) ==

The ''Agent Statistics Report'' display statistics about the number of answered calls, handling times and logged in times for each agent on the specified [[{{Link}}ACD|ACD]] queue. The report shows the total numbers for the ACD DN and per individual Agent ID.

'''Note:''' Bear in mind that the agent has to be logged in to the ACD queue for the agent statistics to show up in the report.

=== 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 an '''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'''
|-
| ACD DN/Agent Position ID
| All agents logged per ACD queue. The agent position ID is a unique up to 7-digit number.
|-
| Interval
| Depending on selected grouping interval could be half-hour interval, day or month.
|-
| Answered Calls
| The number of answered calls by the agent on the ACD queue, including time overflow calls to the agent position.
|-
| Call Handling Time
| The average handling time (in mm:ss) is the time from initial answer of the call to final release of the call for all answered calls.
|-
| Wrap Up Time
| The average time (in mm:ss) that each agent spent in "Not Ready" per answered call.
|-
| Direct Incoming Calls
|The total number of incoming calls on the agent's DN keys.
|-
|Time in Direct Inc Calls
|The duration (in mm:ss) of all incoming calls on the agent's DN key(s), timed from call answer to final call release.
|-
|Direct Outgoing Calls
|The total number of outgoing calls from the agent position using DN, conference, or transfer keys.
|-
|Time in Direct Outg Calls
|The total time (in mm:ss) of all outgoing calls from this agent position timed from the initial DN activation to final call release.
|-
|Total Time Active
|The total agent position manned time, minus the total waiting time (in mm:ss).
|-
|Total Time Available
|The sum of all manned/logged in time for an agent position (in mm:ss).
|}

{{:ReportParams Default}}

[[Category:F01{{Langcat|ReportParams 1054}}]]
[[Category:Report{{Langcat|ReportParams 1054}}]]