ReportParams 1051

Report - Queue Statistics Report (Avaya CS1000)

The Queue Statistics Report shows answered, abandoned and overflowed calls, as well as the average number of agents per ACD queue, etc.

The statistics can display half-hour intervals for one day, or a longer period in daily or monthly intervals.

Get Started

1. Load a previous selection from history to run, optionally

   - or -

2. Load your saved settings from saved presets to run , optionally
3. Click run report

   • If you want to run a new selection, continue to selection and choose your values

Selection

1. Select a grouping, i.e. to group by half-hour, day or month
2. Select a node
3. Select an ACD
4. 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.

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. Check the exclude weekends box if you want to exclude weekends
7. Click run report

Execution

1. Define the report format
2. 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

Summery

The summery section show your selected values.

Result

Heading	Content
Node	The summery per heading; calls (calls, answered calls, abandoned calls, overflow in, overflow out), time (average queue time answered, average queue time abandoned, average handling time, average wrap up time, max queue time answered) or average agents.
Calls	The total number of accepted calls to the queue, answered or abandoned. Including calls that were overflowed (time overflow and overflow by number) from other queues and calls given the interflow treatment (voice message or busy tone).
Answered Calls	The total number of answered calls within the ACD queue.
Abandoned Calls	The total number of calls accepted into the ACD but abandoned in queue before being answered by agent.
Overflow In	The number of calls redirected by time overflow into the ACD queue from another queue.
Overflow Out	The number of calls overflowed to another queue either by time overflow or automatic overflow or calls given the interflow treatment (voice message or busy tone).
Average Queue Time Answered	The average speed of answer (in hh: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.
Average Queue Time Abandoned	The average waiting time for abandoned calls (in hh:mm:ss).
Average Handling Time	The average handling time (in hh:mm:ss) is the time from initial answer of the call to final release of the call for all answered calls.
Average Wrap Up Time	The average time (in hh:mm:ss) that each agent spent in "Not Ready" per answered call.
Max Queue Time Answered	The longest time a call waited in queue before answer (in hh:mm:ss).
Average Agents	The average number of logged in agents. The value is counted as summary of position manned times for this queue, divided by the length of the reporting interval.

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