ReportParams 5131

Report - Availability Report

The purpose of this report is to display the availability of the answer group/object/organization group i.e. how many calls get answered, is transferred to voice message, are not answered at all, or get a busy tone?

The report displays the availability down to extension level in i.e. an answer group and displays both the number of calls as well as the share (in percent) that is answered, lost or busy etc.

Values are presented in both figures and graphs.

This report shows data from both call record and quality record. This means that quality data needs to be collected for the period selected to be shown in the report. To collect quality data, the object needs to be a member of an answer group during the period.

Note: This report requires that Pro 9 is configured to recognize which extension numbers that are the voicemail system numbers. Please contact Servicedesk for configuration.

Time interval over midnight is available in this report, e.g. start time 10:00PM and end time 02:00AM.

Note: The report will show whole intervals and if you select date 1 to date 5, time 10:00PM to 02:00AM the report will present statistic until date 6 and time 02:00AM.

Selection

1. Select a saved setting, optionally
2. Choose how you want to make your selection
   1. To use a bag filter:
      1. Check the bag filter box
      2. Select bags:

         • Select bags in the left column and click the arrow button to move the selected bags to the right column
         • By using the double arrow button , you can move all bags from the left column to the right column

      - or -

   2. To use a filter type:
      1. Ensure the bag filter box is unchecked
      2. Select filter type
         1. Answer group
            1. Select an answer group

               • Select answer groups in the left column and click the arrow button to move the selected groups to the right column
               • By using the double arrow button , you can move all groups from the left column to the right column

         2. Object
            1. Add an object name or part of an object name in filter value to filter out e.g. a specific object or number series, optional

               • Note: You can only have one filter value and only the filtered-out object can be selected in the next step

            2. Select an object

               • Select object in the left column and click the arrow button to move the selected object to the right column
               • By using the double arrow button , you can move all objects from the left column to the right column

         3. Organization group on the hierarchical organization structure
            1. Select a main group
            2. Select an organization level
            3. Select organization groups:

               • Select organization groups in the left column and click the arrow button to move the selected groups to the right column
               • By using the double arrow button , you can move all groups from the left column to the right column

3. Select a period:
   1. Select relative dates in the menu

      - or -

   2. Select a fixed period:
      1. Set relative date to Selected dates
      2. Select a start date
      3. Select an end date

         • Select dates in the calendar view.

4. Check the exclude weekends box if you want to exclude weekends
5. Select a time interval that will apply to all days in the selected period:
   1. Select a start time
   2. Select an end time
6. Select grouping to decide how you want to group the result

   • Group by answer group (Only available when filter type answer group is selected)
   • Group by object
   • Group by cost place
   • Group by organization group
   • Group by day
   • Group by quarter
   • Group by half hour
   • Group by hour
   • Group by month
   • Group by selected organization group

7. Select compare with main group to compare with other main group
8. Select category to be display in the result

   • Select category in the left column and click the arrow button to move the selected category to the right column
   • By using the double arrow button , you can move all categories from the left column to the right column

9. Check the display graph box to show the graphs

   • This option is only available when you select to group by day, quarter, half hour, hour, or month

10. Define the report format
11. 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 how to handle the activity panel

12. Click show

Result

The graph show:

• The first graph shows a count of each selected category in amount and is grouped by day, quarter, half hour, hour, or month
• The second graph shows a count of each selected category in proportion and is grouped by day, quarter, half hour, hour, or month

Note: The graphs show up to 18 intervals, e.g. months

Heading	Content
Used selection	The first column displays the selection made on grouping and compare with main group.
Incoming	The total number of incoming calls.
Amount Answered	The total number of answered calls.
Proportion Answered	Share of answered calls of all incoming calls.
Amount Diverted	The number of calls that get reconnected to a diversion message.
Proportion Diverted	Share of diverted calls of all incoming calls.
Amount Voicemail/PBX	The total number of calls that gets a voice message or sent to operator.
Proportion Voicemail/PBX	Share of calls of all incoming calls that gets a voice message or sent to operator.
Amount Lost	The number of lost calls.
Proportion Lost	Share of lost calls of all incoming calls.
Amount Busy	The number of calls getting busy tone.
Proportion Busy	Share of calls getting busy tone of all incoming calls.

General Report Selection Information

You can choose how you want your report selection view to look:

• Segmented - give you a wider overview and you can see all of the selection on your screen.
• List - give you a longer page and reminds you of the old look and feel.

Besides from having access to a specific report, the users also need access to certain data/information to view in that report. Depending on what permissions the user has, the different selection menus will be showing only the data that the user has access to.

The report selection page will by default show the settings selected by the user the last time that report was used. The report settings can be saved and reused.

The two-list have an extended function. Search for an item or part of an item to filter the selection. Items can be moved by using the arrow buttons, double-click or by drag-and-drop. It is also possible to drag-and-drop the item in the current section. Use the to change the width of the section. Watch the video

How to - Add a Report as a Favorite

1. Open the report selection page
2. Click favorites
3. Select Add to favorites

   • The report is added to the favorite reports list, accessed by clicking my favorites

How to - Remove a Report from the Favorites List

1. Open the report selection page for the report you want to remove
2. Click favorites
3. Click remove from favorites

   • The report is removed from the favorite reports list in my favorites

How to - Save Report Settings

1. Open the report selection page for the report you want to save settings for
2. Enter the settings you want to save
3. Click save settings
4. Enter a name for the settings, e.g. the period or group or whatever it is that is significant with these settings
5. Click save

   • The report is now added in my favorites
   • To access the saved settings, click the name of the report in my favorites , and then click the name of the saved settings

How to - Delete Saved Report Settings

1. Open the report selection page for the report you want to delete saved settings for
2. Click save settings
3. Click remove for the settings you want to delete

How to - Schedule a Report

1. Open the report selection page
2. Click schedule report
3. Check the schedule box
4. Select the time zone you are in from the menu
5. Select schedule option
   1. Monthly
      • Define on what day of the month the report should be sent by selecting a date in the monthly on day dropdown menu
   2. Weekly
      • Define on what weekday the report should be sent by checking the weekday
   3. Daily
      • All weekdays are checked, and the report will be sent daily
6. Enter at what time of the day the report should be sent in the start at field
7. Click save

   • The report will then monthly, weekly or daily on the selected time and day, be sent to the registered e-mail address for the logged in user

Note: If you have the system setting automatically create periods and choose to send the report on the first day of a new period make sure that the start time is set to a later time then the aggregation job. The aggregation job is usual run at night or early in the morning, please contact Servicedesk for more information.

How to - Edit a Scheduling of a Report

1. Open the report selection page
2. Click schedule report
3. Change your settings
4. Click save

How to - Remove a Scheduling of a Report

1. Open the report selection page
2. Click schedule report
3. Uncheck the schedule box
4. Click save

   • No more report e-mails with this report will be sent to the user's address

How to - Send a Report

1. Open the report selection page
2. Click schedule report
3. Click the tab send report
4. Enter e-mail recipient(s) in to,

   • If you want to send the report to more than one, separate addresses with semicolon (;) without space

5. Enter a subject for the message
6. Enter the message text in the message field
7. Click send

   • The report will be created as a PDF with the selected options that you have chosen and sent out to entered recipient(s)

How to - Set Permissions for a Report and Check what Users that have Permissions on a Specific Report

1. Open the report selection page
2. Click permissions and a list of all users with permission to access this report is shown
3. To give permissions on the report for a user, enter the username (or a part of the username) in the search user field

   • You can only search on the username, not the users' real name. If the username doesn't exist or if the user is already in the list, the search will not give any result.

4. Click search

   • A list of all users who match the search query is presented

5. Check the boxes for the users you want to add
6. Click the save button

   • Selected users are moved from the list and added to the table with users with permissions to the report

How to - Remove Permissions for a Report

1. Open the report selection page
2. Click permissions
3. Find the user you want to remove permissions from in the table of users

   • If necessary, click the numbers below the table to go the correct page

4. Click delete next to the user you want to remove from the list of users with permissions

   • The user is deleted from the table and no longer has permissions to the report