Page 1 297-2183-515 Nortel Symposium Express Call Center Reports and Displays Guide Product release 4.2 Standard 2.0 March 2005...
Page 3 Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.
Page 5: Publication History
Publication history March 2005 April 2003 Reports and Displays Guide This is the Standard 2.0 version of the Nortel Symposium Express Call Center Reports and Displays Guide for Release 4.2. This is the Standard 1.0 version of the Nortel Networks Symposium Express Call Center Reports and Displays Guide for Release 4.2.
Page 6 Publication history Standard 2.0 Symposium Express Call Center...
Page 7: Table Of Contents
Contents Getting started Introduction........... 14 Overview of reports and displays .
Page 8 Agent Performance By Supervisor ....... . 180 viii Symposium Express Call Center...
Page 9 Agent Performance Calls Answered, Bottom 5 ..... . 185 Agent Performance Calls Answered, Top 5 ......190 Agent Short Calls .
Page 10 RouteStat views ..........447 Symposium Express Call Center...
Page 11 SCCSDBSpace views ......... . 451 SkillsetStat views .
Page 12 Statistics entity relationships ........593 Symposium database entity relationships ......601 Glossary Index Symposium Express Call Center...
Page 13: Getting Started
C h a p t e r 1 Getting started In this chapter Introduction Overview of reports and displays Skills you need Logging on to the system Reports and Displays Guide...
Page 14: Introduction
Introduction Welcome Nortel Symposium Express Call Center Release 4.2 is designed to provide a simplified call center solution for call centers with up to 150 agents and up to 5000 calls per hour. The Nortel Symposium Express Call Center Reports and Displays Guide provides the information you need to create and manage system reports and to use reports and displays to monitor your system performance.
Page 15: Optional Features
Optional features Some of the features described in this guide are optional. To determine which features you have access to, Nortel supplies a special code called a keycode, which you use when you install the Symposium Express Call Center software.
Page 16: Overview Of Reports And Displays
Overview of reports and displays Reporting Symposium Express Call Center offers a set of standard reports that enable you to analyze statistics such as skillset activity, agent performance, and the demographics of a specific customer. You can create user-defined reports using the standard reports as a template.
Page 17: Skills You Need
Skills you need to use standard reports Symposium Express Call Center comes with a number of standard reports designed to satisfy most requirements. You can generate these reports on an ad hoc basis, or use them as templates to create user-defined reports. To use...
Page 18 SQL databases; and to create and debug complex reports To create applications that manipulate SQL databases or generate reports, you need to know Microsoft Visual Basic, C++, or a similar programming language. Symposium Express Call Center...
Page 19: Logging On To The System
A desktop shortcut has been set up to allow you to access your application quickly. For more information, see the Nortel Symposium Express Call Center Call Center Management Guide. To log on to the system Double-click the Symposium Express Call Center desktop icon desktop shortcut.
Page 20 Password box, type the password provided by your Nortel representative. If you are a supervisor, enter the user ID and password assigned by your customer administrator. If you do not know this information, contact your Nortel representative or your distributor. Click OK. Result: The Administration window appears.
Page 21: Working With Reports
C h a p t e r 2 Working with reports In this chapter Overview Where reports are stored Export formats Section A: Creating user-defined reports Section B: Creating user-created reports Section C: Managing reports Section D: Using reports Reports and Displays Guide...
Page 22: Overview
Symposium Express Call Center supports three types of reports. Standard A standard report is predefined by the Symposium Express Call Center system. You cannot schedule standard reports, but you can run them on an ad hoc basis. You can modify the report data range and data type when you generate the report.
Page 23 A user-created report is a customized report created using Crystal Reports or any other ODBC- or SQL-compliant report writer. Only reports created with Crystal Reports can be imported into Symposium Express Call Center. You can schedule imported reports and modify the data range and output option information.
Page 24 Symposium Express Call Center automatically creates and names an application for each CDN configured on your system. You can generate reports for each application. The name that Symposium Express Call Center assigns to the application appears in the application reports. Use the Naming Utility to assign meaningful names to applications to help you interpret your reports.
Page 25: Where Reports Are Stored
Where reports are stored Introduction All reports are located on the client PC. Therefore, if you create a user-defined report on one PC and then log on to the server on another PC, the report will not be in the Reports window on the second PC. Similarly, if you import a user- created report on one PC, and then log on to the server on another PC, the user- created report will not be in the Reports window.
Page 26: Export Formats
Adobe Portable Document Format (PDF) Comma-Separated Values (CSV) Crystal Reports (RPT) Data Interchange Format (DIF) HTML 3.2, HTML 4.0 Microsoft Excel versions 97 to 2000 (either unformatted, or formatted to look like the original report) Microsoft Word for Windows Symposium Express Call Center...
Page 27 Record style Rich Text Format (RTF) Tab-separated text Text Reports and Displays Guide...
Page 28 Working with reports Standard 2.0 Symposium Express Call Center...
Page 29: Section A: Creating User-Defined Reports
Section A: Creating user-defined reports In this section Overview of user-defined reports Creating user-defined reports Reports and Displays Guide...
Page 30: Overview Of User-Defined Reports
Reports window on the second PC. Similarly, if you import a user-created report on one PC, and then log on to the server on another PC, the user-created report will not be in the Reports window. Symposium Express Call Center...
Page 31 When you save a user-defined report, the user ID of the creator is stored with it. Only the creator has access to the report. If another user logs on to Symposium Express Call Center on the PC on which the report is stored, he or she will not see the report in the Reports window.
Page 32: Creating User-Defined Reports
Creating user-defined reports Introduction Symposium Express Call Center provides a number of standard reports. You cannot schedule or modify these reports. However, you can use them as templates for customized (user-defined) reports. ATTENTION To create a user-defined report In the Administration window, from the Reports and Displays drop-down menu, choose Reports.
Page 33 Choose File ➝ Duplicate. Result: The Report Properties property sheet appears. The General property page is on top. On the General property page, complete the following fields: Report Name: The name of the report, as it will appear in the Reports window, and in the report title.
Page 34 Click Update List to refresh the Available list. To add an element, select it in the Available list, and then click Add. To remove an element, select it in the Selected list, and then click Remove. Go to the following procedure. Symposium Express Call Center...
Page 35 To define the report schedule Click the Schedule tab. Result: The Schedule property page appears. Enter information into the following boxes: From the drop-down box, choose the frequency for the report. Schedule Date: The day, date, and month (as applicable) when you want to run the report.
Page 36 Enter information into the following boxes: Collection Frequency: How often the data is collected. Start date and time: The date and time (relative to the date and time that the report is generated) when you want data collection to start. Symposium Express Call Center...
Page 37 End date and time: The date and time (relative to the date and time that the report is generated) when you want data collection to end. Result: The Start date and End date boxes at the bottom of the property page show the data collection period if the report is scheduled to run immediately.
Page 38 Then, go to step 11. Select Export report to the following format. In the Export report to the following format list box, select the export file format you want to use. THEN go to step 6. Symposium Express Call Center...
Page 39 If you selected Character Separated Values in the preceding step, click Separator and choose the character you want to use to separate boxes in the report file. In the Specify full path and file name box, specify the location in which you want to save the export file, and the file name.
Page 40 Working with reports Standard 2.0 Symposium Express Call Center...
Page 41: Section B: Creating User-Created Reports
Section B: Creating user-created reports In this section Overview of user-created reports Running the Database View Definitions report Defining a connection to the server Creating a new report in Crystal Reports Using database aliases in Crystal Reports Creating a new report in another application Importing a report created in Crystal Reports Adding customized formulas in Crystal Reports Reports and Displays Guide...
Page 42: Overview Of User-Created Reports
(15-minute), daily, weekly, and monthly. For each period, you use a different view to access the statistics. For example, to access daily skillset statistics, you use the dSkillsetStat view. To access monthly skillset statistics, you use the mSkillsetStat view. Symposium Express Call Center...
Page 43 March 2005 Working with reports Note: SQL does not support signed integers. Therefore, call IDs and node IDs can appear negative in the database views. Reports and Displays Guide...
Page 44: Running The Database View Definitions Report
Reports. Result: The Reports window appears. Scroll through the list of reports and double-click Database View Definitions. Result: The print preview window appears. Click the Printer icon if you require a printout of the database views. Symposium Express Call Center...
Page 45: Defining A Connection To The Server
ODBC DSN ODBC and Sybase Open Client are automatically installed and configured when you install the Symposium Express Call Center client. If the client is not installed on the PC, you must install and configure these applications manually.
Page 46 Click OK. Result: The dsedit window appears. Choose Server Object ➝ Add. Result: The Input Server Name window appears. Symposium Express Call Center...
Page 47 In the Server Name box, type a name (for example, Symposium_Reports), and then click OK. Result: The dsedit window appears. Double-click the Server Address. Result: The Network Address Attribute window appears. Reports and Displays Guide...
Page 48 Result: The Input Network Address For Protocol window appears. In the Network Address box, type <CLAN IP address of Symposium Express Call Center>,5000. Click OK. Result: The CLAN IP address appears on the Network Address Attribute window. Symposium Express Call Center...
Page 49 Click OK. Result: The dsedit window appears. Choose Server Object ➝ Ping Server. Result: The Ping window appears. Click Ping. Result: A message appears indicating that an open connection to the server succeeded. Click OK. Click Done. Reports and Displays Guide...
Page 50 From the Windows Start menu, choose Settings ➝ Control Panel ➝ Administrative Tools. Double-click Data Sources (ODBC). Note: This icon may be in Administrative Tools. Result: The ODBC Data Source Administrator window appears. Click the System DSN tab. Symposium Express Call Center...
Page 51 Click Add. Result: The Create New Data Source window appears. Select Sybase ASE ODBC Driver. Click Finish. Result: The ODBC Sybase ASE Setup window appears. Enter information into the following boxes: Reports and Displays Guide...
Page 52 Click Test Connect. Result: The Logon to Sybase window appears. Enter information into the following boxes: Login ID: The logon ID of the Symposium Express Call Center user. Password: The password of the Symposium Express Call Center user. Click OK.
Page 53 Click OK. Result: The ODBC Sybase ASE Setup window appears. Click OK. Click OK to close the ODBC Data Source Administrator. Reports and Displays Guide...
Page 54: Creating A New Report In Crystal Reports
This procedure assumes that you have experience with and training in Crystal Reports. To create a new report and connect to the database From the Start menu, choose Crystal Reports 9. Result: The Crystal Reports Welcome dialog box appears. Symposium Express Call Center...
Page 55 Select Using the Report Wizard, and then click OK. Result: The Crystal Reports Gallery dialog box appears. Select Standard, and then click OK. Result: The Data window appears. Reports and Displays Guide...
Page 56 Working with reports Standard 2.0 Choose Create New Connection ➝ ODBC (RDO), and then click Next. Result: The Data Source Selection window appears. Symposium Express Call Center...
Page 57 Select ICCM_PREVIEW_DSN, and then click Next. Result: The Connection Information dialog box appears. Enter a user ID and password with access to the server. Note: If you do not know your user ID and password, contact your system administrator. For Database, select blue. Reports and Displays Guide...
Page 58 Click Finish. Result: The Data window appears. Click the plus sign beside blue to expand. Then expand Views. Symposium Express Call Center...
Page 59 March 2005 Working with reports Select each view to be included in the report, and click the right arrow button (>). Then click Next. Note: Be sure to use views, not tables, when you create the report. Result: The Fields window appears. Reports and Displays Guide...
Page 60 Select the fields you want to include in the report, and click the right arrow button (>). Then click Next. Result: The Template window appears. Select the template you want to use for the report, and then click Finish. Result: The Crystal Reports window appears. Symposium Express Call Center...
Page 61 March 2005 Working with reports Choose Field ➝ Field Explorer to display the Field Explorer pane. Use this pane to select the fields to be included in the report. Reports and Displays Guide...
Page 62: Using Database Aliases In Crystal Reports
To create a database alias From the Crystal Reports window, choose Database ➝ Database Expert. Result: The Database Expert dialog box appears. Symposium Express Call Center...
Page 63 In the Selected Tables box, select the database view for which you want to create an alias. Press F2, and then type the new alias. Reports and Displays Guide...
Page 64: Creating A New Report In Another Application
Introduction Before you can create reports in an ODBC- or SQL-compliant application, you must define the Symposium Express Call Center as a data source. You need only perform this procedure once on the client PC. Once the data source is defined, you can use the application to create reports.
Page 65 Connect to the data source. Result: The data source prompts for the server name, logon ID, and password. In the Server Name box, type ICCM_PREVIEW, and then press Enter. Enter your logon ID and password. Note: If you do not know your logon ID and password, contact your system administrator.
Page 66: Importing A Report Created In Crystal Reports
Importing a report created in Crystal Reports Introduction Follow this procedure to import a report that you created in Crystal Reports into Symposium Express Call Center. ATTENTION Restriction You cannot import reports created in other applications. Do not move the report after you import it. If you do move it, the server will not be able to find the report, and you must import it again.
Page 67 To import a user-created Crystal Report In the Administration window, double-click Reports. Result: The Reports window appears. Choose File ➝ Import User-created Report. Result: The Import a User-created Crystal Report dialog box appears. In the Specify full path and report name box, enter the path to the report that you want to import, or click Browse to search for the correct path.
Page 68 In the Database alias and Time stamp field box, enter the Symposium Express Call Center database alias that you assigned in Crystal Reports. Note: a. If you select the Configuration only option, then you do not need to specify an alias.
Page 69: Adding Customized Formulas In Crystal Reports
Adding customized formulas in Crystal Reports Introduction Symposium Express Call Center provides several customized formulas you can use in your custom reports. They include the following formulas: @company_name @report_interval @report_title @report_user @site_id Follow this procedure to insert one of these formulas into a custom report.
Page 70 Click the right mouse button, and choose New. Result: The Formula Name dialog box appears. Enter the name of the formula (for example, @report_interval). Click OK. Result: The formula is added to the Formula Fields list. Symposium Express Call Center...
Page 71: Section C: Managing Reports
Section C: Managing reports In this section Changing properties of reports Changing the site name Starting the Report Listener Configuring a default printer Other procedures for reports Reports and Displays Guide...
Page 72: Changing Properties Of Reports
ATTENTION If you output a report to a file, the resulting export file can be very large—depending on the export format selected and the size of the time range. Symposium Express Call Center...
Page 73: Before You Begin
Before you begin You cannot change an active report. To deactivate a report, see “Deactivating reports” on page 93. To change report properties In the Administration window, from the Reports and Displays drop-down menu, choose Reports. Result: The Reports window appears. Select the report you want to change.
Page 74 “To change the selection criteria” on page 76. go to “To change the report schedule” on page 77. go to “To change the data range” on page 79. go to “To change output options” on page 80. Symposium Express Call Center...
Page 75 IF you want to save your changes Click OK. To return to the Administration window, choose File To change general properties Click the General tab. Result: The General property page appears. Make the desired changes to the general properties. You can change the following boxes: Report Name: The name of the report, as it will appear in the Reports window and in the report title.
Page 76 If you select multiple filters, only entities that satisfy all filter criteria appear in the report. For example, you might choose to filter on five agents and three skillsets. If one of the selected agents has not taken Symposium Express Call Center...
Page 77 calls for any of the specified skillsets, that agent is not included in the report. Click Update List to refresh the Available list. To add an element, select it in the Available list, and then click Add. To remove an element, select it in the Selected list, and then click Remove. For the Estimated Revenue by Agent report, in the Per Unit $ box, enter the dollar amount to be used to calculate the revenue value for each activity code.
Page 78 Extension: The amount of time the system should wait after a print job interruption before it abandons the print job. Note: If recovery takes place before the Extension time expires, the print job finishes printing. Return to step 4 of “To change report properties” on page 73. Symposium Express Call Center...
Page 79 To change the data range Click the Data Range tab. Result: The Data Range property page appears. Enter information into the following boxes: Collection Frequency: How often the data is collected. Start date and time: The date and time (relative to the date and time that the report is generated) when you want data collection to start.
Page 80 In the Paper size box, choose the paper size you want to use for the report. Then, go to step 12. Select Export report to the following format. THEN go to step 3. go to step 6. Symposium Express Call Center...
Page 81 In the Export report to the following format list box, select the export file format you want to use. If you selected Character Separated Values in the preceding step, click Separator and choose the character you want to use to separate boxes in the report file.
Page 82: Changing The Site Name
Reports Window on the client. To see these reports, you must change the site name to match the new server. To change the site name In the Administration window, from the Reports and Displays drop-down menu, choose Reports. Result: The Reports window appears. Symposium Express Call Center...
Page 83 Choose File Result: The Reports - Change Site Name dialog box appears. In the Sites box, select the site whose name you want to change. In the New Name box, type the site name you want to use. Click Apply. Click Close.
Page 84: Starting The Report Listener
This windows displays a list of scheduled reports that have been generated on this PC. For each report, the window shows when the report was generated and the status of the operation. To minimize the window, click Minimize. Symposium Express Call Center...
Page 85 Viewing the Report Listener The Report Listener application runs minimized on your taskbar. To view the Report Listener window, double-click the Report Listener icon: Reports and Displays Guide...
Page 86: Configuring A Default Printer
Select the printer on which you want to print the report. Choose File ➝ Set as Default. If you use a postscript printer, use the printer driver provided by the manufacturer. Generic and old postscript printer drivers can result in cropping of letters and other problems. Symposium Express Call Center...
Page 87: Other Procedures For Reports
Other procedures for reports To print a list of reports To generate a hard-copy list of your reports, print them by choosing File from the Reports window. For step-by-step instructions on printing, see the online Help. To delete user-defined or user-created reports If you no longer need a user-defined or user-created report, you can delete it.
Page 88 Working with reports Standard 2.0 Symposium Express Call Center...
Page 89: Section D: Using Reports
Section D: Using reports In this section Overview of using reports Activating reports Deactivating reports Previewing and printing standard and ad hoc reports Printing the configuration report Reports and Displays Guide...
Page 90: Overview Of Using Reports
The Report Listener is running on the PC on which the report schedule was created. A default printer is configured on the PC on which the report schedule was created. Standard historical and configuration reports cannot be scheduled, but you can preview or print them when you need them. Symposium Express Call Center...
Page 91: Activating Reports
Activating reports Introduction Follow this procedure to activate a report schedule. After you schedule a report, you must activate, or turn on, the schedule. The report is not generated until the schedule is activated. Before you begin Schedule the report. See “To change the report schedule” on page 77. To activate a report In the Administration window, from the Reports and Displays drop-down menu, choose Reports.
Page 92 Choose File ➝ Activate. To return to the Administration window, choose File ➝ Close. Symposium Express Call Center...
Page 93: Deactivating Reports
Deactivating reports Introduction Follow this procedure to deactivate, or turn off, a report schedule. For example, you can deactivate reports on a holiday. When you deactivate a report schedule, the report definition and schedule remain, but the report is not generated until you reactivate it.
Page 94: Previewing And Printing Standard And Ad Hoc Reports
The report generation process creates temporary files in the Windows TEMP directory on the client PC. To avoid running out of disk space, delete these temporary files regularly. For detailed instructions, see the Planning, Installation, and Administration Guide. Symposium Express Call Center...
Page 95 To preview or print a report In the Administration window, from the Reports and Displays drop-down menu, choose Reports. Result: The Reports window appears. Select the report you want to preview or print. Reports and Displays Guide...
Page 96 For example, to collect data for the period from 4:00 p.m. to 4:14:59 p.m., enter a start time of 4:00 p.m. and an end time of 4:15 p.m. Click OK. Result: The print preview window appears. Symposium Express Call Center...
Page 97 What do you want to do? IF you want to send the report to a printer return to the Reports window Reports and Displays Guide THEN a. click the Printer icon. b. set the Print options. c. click OK. d. click the Close box. click the Close box.
Page 98: Printing The Configuration Report
Printing the configuration report Introduction The Symposium Express Call Center provides a configuration report that describes how your system is configured. You can use this report as a reference when you are planning or making changes to your system. The report contains...
Page 99 To print the configuration report In the Administration window, click Print. Result: A preview window appears that contains the Configuration Data Report. What do you want to do? IF you want to print the report on a printer a. click the Printer icon. export the report to a file Click the Export icon.
Page 100 Working with reports Standard 2.0 Symposium Express Call Center...
Page 101: Frequently Asked Questions
C h a p t e r 3 Frequently asked questions In this chapter Pegging questions General questions Questions about reporting Questions about custom reports Reports and Displays Guide...
Page 102: Pegging Questions
It pegs as answered when the call is answered, or it pegs as abandoned when the call is released. A call that is offered to a Symposium Express Call Center agent (that is, an agent who is configured on the server) can be...
Page 103 The agent places the DN call on hold and answers a Symposium Express Call Center call. 9:01:20 The agent releases the Symposium Express Call Center call and resumes the DN call. 9:01:30 The agent releases the DN call and logs off.
Page 104 Why is my service level 0%? If no calls are answered or abandoned during an interval, the service level is 0% (that is, zero calls are answered within the service level threshold). Symposium Express Call Center...
Page 105 If an agent record has been deleted, the agent name appears blank in any reports based on the AgentPerformanceStat, AgentByApplication, or AgentBySkillset views. Symposium Express Call Center pegs statistics against an agent ID, and when you generate this report, looks up the corresponding agent name in the database.
Page 106 “route to” treatment, the Statistical Data Manager does not carry a lot of information about the history of the calls. Therefore, it considers the call to have been “terminated.” As a result, the call is pegged as “routed.” Symposium Express Call Center...
Page 107: General Questions
General questions When using call forcing, how do you prevent a call from being returned to queue if the agent presses Not Ready before the call forcing time expires? You should always use the break timer to allow time between calls. Set the call forcing timer to 0.
Page 108: Questions About Reporting
If an agent is on an ACD or skillset call and places it on hold to make or receive a DN call, Symposium Express Call Center accumulates Talk Time against the Incall key and against the DN key. If an agent puts an ACD, skillset, or DN call on hold and goes into Walkaway, Symposium Express Call Center accumulates the appropriate talk time, as well as walkaway time.
Page 109 If you use this product, you do not import the report template into the Symposium Express Call Center client graphical user interface. If you are using one of the standard templates, you can copy the template from the CD, but the SQL queries are no longer in the template.
Page 110 A monthly report template table name like iApplication Stat is actually pointed to mApplicationStat database table using an alias. Symposium Express Call Center...
Page 111: Questions About Custom Reports
Questions about custom reports What is the maximum number of custom reports I can create? Symposium Express Call Center does not limit the number of reports you can create. What join type do I use to join tables in Crystal Reports? When you link views to generate a custom report, use the Left Outer [=(+), *=] join type.
Page 112 Frequently asked questions Standard 2.0 Symposium Express Call Center...
Page 113: Working With Real-Time Displays
C h a p t e r 4 Working with real-time displays In this chapter Overview Customizing real-time displays Viewing real-time displays Reports and Displays Guide...
Page 114: Overview
Appendix A, “Real-time displays.” Client sessions Each Symposium Express Call Center can have a maximum of 75 active client sessions. Each real-time display window uses one client session. To use fewer client sessions, you can choose to view only one or two real-time display windows at a time.
Page 115: Refresh Rate
Viewing mode You can view displays in two different modes: moving window and interval-to- date. Moving window In moving window mode, statistics are collected for a block of time that represents the last 10 minutes of system activity. Interval-to-date In interval-to-date mode, statistics are collected only for the specified time period.
Page 116 Working with real-time displays Standard 2.0 Thresholds warn supervisors and administrators when intervention is required— for example, if a skillset requires additional agents. Symposium Express Call Center...
Page 117: Customizing Real-Time Displays
Customizing real-time displays Introduction Follow this procedure to set the view mode and define thresholds for real-time displays. Note: Each display can have a different view mode. To customize real-time displays In the Administration window, from the Reports and Displays drop-down menu, choose Real-time Displays.
Page 118 Result: The Setting Colors and Levels dialog box appears. THEN a. select either Moving Window or Interval to date. b. go to step 3. go to the following procedure. go to “To delete thresholds” on page 119. 119. go to step 3. ➝ Close. Symposium Express Call Center...
Page 119 In the Level 1 box, select or type the level at which you want to set the lower threshold. In the Level 2 box, select or type the level at which you want to set the upper threshold. In the Less Than Level 1 box, select a color to display when the threshold is lower than level 1.
Page 120 From the Greater Than Level 2 box, select a color to display statistics that are greater than the level two value. Click OK. Return to step 2 of “To customize real-time displays” on page 117. Symposium Express Call Center...
Page 121: Viewing Real-Time Displays
Viewing real-time displays Introduction Follow this procedure to view a real-time display. When you view a real-time display, you can sort the display on any column. You can also filter agent displays to show only logged-on agents, or both logged-on and logged-off agents.
Page 122 Result: The selected real-time displays open. For a description of the columns in each of these real-time displays, refer to Appendix A, “Real-time displays.” To close the real-time displays and return to the Administration window, choose File ➝ Close. Symposium Express Call Center...
Page 123 To sort real-time displays You can sort a real-time display on any column. To do so, click the column heading of the column by which you want to sort. To reverse the direction of the sort, click the column heading again. To filter agent displays To filter an agent real-time display, choose View ➝...
Page 124 Working with real-time displays Standard 2.0 Symposium Express Call Center...
Page 125: Standard Reports
C h a p t e r 5 Standard reports In this chapter Overview Section A: Activity code reports Section B: Agent reports Section C: Application reports Section D: Configuration reports Section E: IVR reports Section F: Resource reports Section G: Skillset reports Reports and Displays Guide...
Page 126: Overview
Overview Introduction Symposium Express Call Center provides two types of standard reports: historical reports and the configuration report. Historical reports Historical reports provide information related to the statistics, activities, and performance of the call center. These reports are organized according to the type of statistics they report.
Page 127: Report Templates
In the following section, if data is available in multiple versions of a view, the source is given as the name of the view without the prefix (for example, the ActivityCodeStat view). Report templates For each standard report, the report description identifies the Crystal Reports template file for the report.
Page 128 Calls transferred or conferenced to a phoneset acquired by the server For calls that are transferred or conferenced to a phoneset acquired by Symposium Express Call Center, call pegging depends on when the transfer or conference is completed. If the transfer or conference is completed after presentation on the acquired phoneset, then the call is pegged as a transfer or conference to Incalls.
Page 129 Report Name Agent By Skillset Performance Agent DN Performance Agent DN Performance Calls Answered, Bottom 5 Agent DN Performance Calls Answered, Top 5 Agent Login/Logout Agent NACD Activity Agent Performance Agent Performance by Supervisor Agent Performance Calls Answered, Bottom 5 Agent Performance Calls Answered, Top 5 Agent Short Calls Agent Transferred/Conferenced Activity...
Page 130 Config - Skillset Properties Config - Supervisor Properties Config - Telephone Display Properties Sysadmin/ Custadmin/ Senior Supervisor Supervisor ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ ✔ Symposium Express Call Center...
Page 131 Report Name Config - User Access Privilege Crosstab - Application Performance Crosstab - CDN Statistics Crosstab - DNIS Statistics Crosstab - Route Performance Crosstab - Skillset Performance Crosstab - Trunk Performance DNIS Statistics Estimated Revenue By Agent IVR Port First Login/Last Logout IVR Port Statistics IVR Queue Statistics Music/RAN Route Statistics...
Page 132 Standard reports Standard 2.0 Symposium Express Call Center...
Page 133: Section A: Activity Code Reports
Section A: Activity code reports In this section Overview Activity Code By Agent Activity Code By Application Not Ready Reason Codes By Agent Reports and Displays Guide...
Page 134: Overview
Example 1 In this example, an activity code is entered in Interval 2: Interval 1 [------*-------------] [-------*--------*----] [---10 min----] [-6 min-][-3 min-] Interval 2 Symposium Express Call Center...
Page 135 Since the agent did not enter any activity code at the time Symposium Express Call Center pegged the interval data, Symposium Express Call Center uses the system default activity code to peg the data for that interval.
Page 136 In Interval 2, there are 8 minutes of activity time and zero occurrences against the activity code 1234, since this activity code occurrence was already pegged in the previous interval. There are 3 minutes of activity time and one occurrence against the activity code 5678. Symposium Express Call Center...
Page 137: Activity Code By Agent
Activity Code By Agent Description The Activity Code By Agent report allows you to monitor each agent’s work and time distribution by the types of calls answered. While on a call, agents can identify the call type by entering an activity code. For example, your call center can use activity codes to identify calls as sales, service, and support calls.
Page 138 (depending on the reporting period selected). For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all of the agents. View field/Formula ActivityTime ActivityTime / Occurrences Occurrences Symposium Express Call Center...
Page 139 March 2005 Standard reports Reports and Displays Guide...
Page 140: Activity Code By Application
This report uses the ActivityCodeStat views. Collection frequency You can collect Activity Code By Application report information with the following frequencies: interval daily weekly monthly Template This report uses the following templates: im-app8.rpt dm-app8.rpt wm-app8.rpt mm-app8.rpt Symposium Express Call Center...
Page 141 Filters This report can be filtered on application name. Statistics Activity Code By Application reports contain the following statistics: Report field Activity Time Average Activity Time Activity Occurrences Summaries The report provides totals for each application, and subtotals for each activity code.
Page 142 Standard reports Standard 2.0 Symposium Express Call Center...
Page 143: Not Ready Reason Codes By Agent
Not Ready Reason Codes By Agent Description The Not Ready Reason Codes By Agent report allows you to monitor why agents went into Not Ready state. In the Activity Codes window on the client, you can define Not Ready reason codes. When an agent goes into Not Ready state and enters one of these codes, the incident is pegged in the ActivityCodeStat view.
Page 144 (depending on the reporting period selected). For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all agents. View field/Formula ActivityTime ActivityTime / Occurrences Occurrences Symposium Express Call Center...
Page 145 March 2005 Standard reports Reports and Displays Guide...
Page 146 Standard reports Standard 2.0 Symposium Express Call Center...
Page 147: Section B: Agent Reports
Section B: Agent reports In this section Agent Average Calls per Hour Agent Average Calls per Hour, Bottom 5 Agent Average Calls per Hour, Top 5 Agent By Activity Code Agent By Application Performance Agent By Skillset Performance Agent DN Performance Agent DN Performance Calls Answered, Bottom 5 Agent DN Performance Calls Answered, Top 5 Agent Login/Logout...
Page 148: Agent Average Calls Per Hour
View This report uses the AgentPerformanceStat views. Collection frequency You can collect Agent Average Calls per Hour report information with the following frequencies: daily weekly monthly Template This report uses the following templates: dm-agt9.rpt wm-agt9.rpt mm-agt9.rpt Symposium Express Call Center...
Page 149 Filters This report can be filtered on agent logon ID agent name Statistics Agent Average Calls per Hour reports contain the following statistics: Report field Average Answered Average Talk Time Average Not Ready Time Summaries The report provides totals for each agent, and subtotals for each day, week, or month (depending on the reporting period selected).
Page 150 Standard reports Standard 2.0 Symposium Express Call Center...
Page 151: Agent Average Calls Per Hour, Bottom 5
The Agent Average Calls per Hour, Bottom 5 report shows summarized performance information for the five agents who answered the least Symposium Express Call Center, ACD, and NACD calls. It provides details on calls answered, average talk time, and average not ready time.
Page 152: Agent Average Calls Per Hour, Top 5
The Agent Average Calls per Hour, Top 5 report shows summarized performance information for the five agents who answered the most Symposium Express Call Center, ACD, and NACD calls. It provides details on calls answered, average talk time, and average not ready time.
Page 153: Agent By Activity Code
Agent By Activity Code Description The Agent by Activity Code report allows you to monitor each agent’s work and time distribution by the types of calls answered. During calls, agents can identify the call type by entering an activity code. These codes can identify calls as sales, service, and support calls.
Page 154 (depending on the reporting period selected). For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all activity codes. View field/Formula ActivityTime ActivityTime / Occurrences Occurrences Symposium Express Call Center...
Page 155 March 2005 Standard reports Reports and Displays Guide...
Page 156: Agent By Application Performance
This report uses the AgentByApplicationStat views. Collection frequency You can collect Agent By Application Performance report information with the following frequencies: interval daily weekly monthly Template This report uses the following templates: im-agt16.rpt dm-agt16.rpt wm-agt16.rpt mm-agt16.rpt Symposium Express Call Center...
Page 157 Filters This report can be filtered on application name. Statistics Agent By Application Performance reports contain the following statistics: Report field Answered Talk Time Average Talk Time Post Call Processing Time Summaries The report provides totals for each application, and subtotals for each agent. For each agent, it breaks down statistics by day, week, or month, depending on the reporting periods selected.
Page 158 Standard reports Standard 2.0 Symposium Express Call Center...
Page 159: Agent By Skillset Performance
Agent By Skillset Performance Description The Agent By Skillset Performance report shows summarized agent performance data for each skillset under review. The report details performance statistics such as the total number of calls answered, total time spent servicing call center callers, and average call length. This report is an indicator of agent performance within a skillset.
Page 160 The report also contains a grand total for all skillsets. View field/Formula CallsAnswered ShortCallsAnswered NotReadyTime TalkTime TalkTime / CallsAnswered TalkTime + NotReadyTime Symposium Express Call Center...
Page 161 March 2005 Standard reports Reports and Displays Guide...
Page 162: Agent Dn Performance
View This report uses the AgentPerformanceStat views. Collection frequency You can collect Agent DN Performance report information with the following frequencies: interval daily weekly monthly Template This report uses the following templates: im-agt5.rpt dm-agt5.rpt wm-agt5.rpt mm-agt5.rpt Symposium Express Call Center...
Page 163 Filters This report can be filtered on agent logon ID agent name Transfer/conference statistics Agent DN Performance reports contain the following statistics about transferred and conferenced DN calls: Report field DN Calls Conferenced DN Calls Transferred Incoming DN calls statistics Agent DN Performance reports contain the following statistics about incoming DN calls: Report field...
Page 164 (depending on the reporting period selected). For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all agents. View field/Formula DNOutIntCalls + DNOutExtCalls DNOutIntCalls DNOutIntCallsTalkTime / DNOutIntCalls DNOutExtCalls DNOutExtCallsTalkTime / DNOutExtCalls Symposium Express Call Center...
Page 165 March 2005 Standard reports Reports and Displays Guide...
Page 166: Agent Dn Performance Calls Answered, Bottom 5
DN calls. This report details call totals for incoming and outgoing DN calls, including internal and external calls answered or generated. Views AgentPerformanceStat Collection frequency daily weekly monthly Templates im-agt7.rpt dm-agt7.rpt wm-agt7.rpt mm-agt7.rpt Filters agent logon ID agent name Symposium Express Call Center...
Page 167 The statistics in this report are identical to those in the Agent DN Performance report (see page 162), except that they are for the five agents who answered the lowest number of Symposium Express Call Center calls. Statistics are summarized in the same way as for the Agent DN Performance report.
Page 168: Agent Dn Performance Calls Answered, Top 5
DN calls. The report details totals for incoming and outgoing DN calls, including internal and external calls answered or generated. Views AgentPerformanceStat Collection frequency daily weekly monthly Templates im-agt6.rpt dm-agt6.rpt wm-agt6.rpt mm-agt6.rpt Filters agent logon ID agent name Symposium Express Call Center...
Page 169 The statistics in this report are identical to those in the Agent DN Performance report (see page 162), except that they are for the five agents who answered the highest number of Symposium Express Call Center calls. Statistics are summarized in the same way as for the Agent DN Performance report.
Page 170: Agent Login/Logout
This report uses the em-agt12.rpt template. Filters This report can be filtered on agent logon ID agent name Statistics Agent Login/Logout reports contain the following statistics for each day: Report field Date Time Event Type View field/Formula Timestamp Time EventType Symposium Express Call Center...
Page 171 Report field Logged In Time Shift Duration Total Login % Login Reports and Displays Guide View field/Formula Time at Logout – Time at Login Duration Sum of Logged In Time Total Logged In Time / Duration...
Page 172 Standard reports Standard 2.0 Symposium Express Call Center...
Page 173: Agent Network/Nacd Activity
Agent Network/NACD Activity Description The Agent Network/NACD Activity report shows agent activity on network and networked ACD-DN calls. The report shows calls answered, conferenced, and transferred. The report also shows total and average talk time for network and NACD calls. Views AgentPerformanceStat Collection frequency...
Page 174 The report also contains a grand total for all agents. Minimum access level Create and run any report View field/Formula Not applicable Not applicable Not applicable NACDCallsAnswered NACDCallsTalkTime ReservedForCall ReservedTime Symposium Express Call Center...
Page 175 March 2005 Standard reports Reports and Displays Guide...
Page 176: Agent Performance
The Agent Performance report shows summarized performance information for a specific agent. The report tracks agents’ call handling activities for incoming Symposium Express Call Center, ACD, and NACD calls, drawing attention to activities that should be rewarded or weaknesses that may need to be addressed.
Page 177 Template This report uses the following templates: im-agt1.rpt dm-agt1.rpt wm-agt1.rpt mm-agt1.rpt Filters This report can be filtered on agent logon ID agent name Statistics Agent Performance reports contain the following statistics: Report field Logged In Time Skillset Talk Time Avg Skillset Talk Time Avg ACD/NACD Talk Time DN Talk Time Not Ready Time...
Page 178 CallsOffered CallsAnswered ACDCallsAnswered + NACDCallsAnswered ShortCallsAnswered DNInCalls + DNOutCalls CallsConfToCDN + CallsConfToDN + CallsConfToACD + CallsConfToOthers CallsTransferredToCDN + CallsTransferredToDN + CallsTransferredToACD + CallsTransferredToOthers [(TalkTime + NotReadyTime + ACDCallsTalkTime + NACDCallsTalkTime) x 100] / LoggedInTime CallsReturnedtoQ CallsReturnedToQDueToTimeout Symposium Express Call Center...
Page 179 March 2005 Standard reports Reports and Displays Guide...
Page 180: Agent Performance By Supervisor
This report uses the AgentPerformanceStat views. Collection frequency You can collect Agent Performance By Supervisor report information with the following frequencies: interval daily weekly monthly Template This report uses the following templates: im-agt4.rpt dm-agt4.rpt wm-agt4.rpt mm-agt4.rpt Symposium Express Call Center...
Page 181 Filters This report can be filtered on supervisor logon ID supervisor name Rights required Function Reports Reports—Agent Performance Create and run any report Call total statistics Report field Answered ACD/NACD Answd N/W Answd Skillset Confd Confd Out Short Calls Answered Reports and Displays Guide Minimum access level Create and run any report...
Page 182 CDNCallsTransferredToOther CDNCallsTransferredToCDN + CDNCallsTransferredToDN + CDNCallsTransferredToIncalls + CDNCallsTransferredToOther + ACDCallsTransferredToCDN + ACDCallsTransferredToDN + ACDCallsTransferredToIncalls + ACDCallsTransferredToOther + DNCallsTransferredToCDN + DNCallsTransferredToDN + DNCallsTransferredToACDDN + DNCallsTransferredToOther CallsReturnedToQ View field/Formula LoggedInTime NotReadyTime BreakTime RingTime WalkawayTime ACDCallsTalkTime + NACDCallsTalkTime TalkTime Symposium Express Call Center...
Page 183 Report field N/W Time Waiting Time Time averages Report field Average Not Ready Time Average ACD/NACD Talk Time Average Skillset Talk Time Total TalkTime / Agents Logged In Summaries The report provides totals for each supervisor, and subtotals for each agent. Agent statistics are further broken down by day, week, or month (depending on the reporting period selected).
Page 184 Standard reports Standard 2.0 Symposium Express Call Center...
Page 185: Agent Performance Calls Answered, Bottom 5
The Agent Performance Calls Answered, Bottom 5 report is a daily report that shows summarized performance information for the five agents who answered the lowest number of Symposium Express Call Center calls. The Agent Performance Calls Answered, Bottom 5 report compares agent- specific time summaries—such as total logged on time and not ready time—to a...
Page 186 CDNCallsTransferredToOther ReservedForCall ShortCallsAnswered ACDCallsAnswered + NACDCallsAnswered CallsReturnedToQ CallsReturnedToQDueToTimeout CallsAnswered + ACDCallsAnswered + NACDCallsAnswered CDNCallsConfToCDN + CDNCallsConfToDN + CDNCallsConfToIncalls + CDNCallsConfToOther + ACDCallsConfToCDN + ACDCallsConfToDN + ACDCallsConfToIncalls + ACDCallsConfToOther + DNCallsConfToCDN + DNCallsConfToDN + DNCallsConfToACDDNs + DNCallsConfToOther Symposium Express Call Center...
Page 187 Report field Total Transf Time summary statistics Report field Logged In Not Ready Break Reserved (NACD option) Ring Walkaway ACD/NACD Talk Skillset Talk Waiting Reports and Displays Guide View field/Formula CDNCallsTransferredToCDN + CDNCallsTransferredToDN + CDNCallsTransferredToIncalls + CDNCallsTransferredToOther + ACDCallsTransferredToCDN + ACDCallsTransferredToDN + ACDCallsTransferredToIncalls + ACDCallsTransferredToOther +...
Page 188 The report also contains a grand total for all agents. View field/Formula LoggedInTime / Login Occurrences NotReadyTime / Not Ready Occurrences BreakTime / Break Occurrences ReservedTime / Reserved Occurrences RingTime / Ring Occurrences WalkawayTime / Number of walkaway occurrences Average(ACDCallsTalkTime + NACDCallsTalkTime) Average(TalkTime) Average(VariableWrapTime) Average(WaitingTime) Symposium Express Call Center...
Page 189 March 2005 Standard reports Reports and Displays Guide...
Page 190: Agent Performance Calls Answered, Top 5
The Agent Performance Calls Answered, Top 5 report is a daily report that shows summarized performance information for the five agents who answered the highest number of Symposium Express Call Center calls. The Agent Performance Calls Answered, Top 5 report compares agent-specific time summaries—such as total logged on time and not ready time—to a group...
Page 191: Agent Short Calls
Short call A short call is an incoming Symposium Express Call Center or ACD call that lasts less than 10 seconds, as defined for the threshold class to which the skillset belongs.
Page 192 Skillset Transferred Returned to Queue Reserved For Call (NACD option) ACD/NACD Answered Returned to Q Due to Timeout Total Answered View field/Formula ShortCallsAnswered CallsAnswered CallsConferenced CallsTransferred ReturnedToQ ReservedForCall ACDCallsAnswered + NACDCallsAnswered ReturnedToQDueToTimeout CallsAnswered + ACDCallsAnswered + NACDCallsAnswered Symposium Express Call Center...
Page 193 Report field Total Conferenced Total Transferred Summaries The report provides totals for each supervisor, and subtotals for each agent. Agent statistics are further broken down by day, week, or month (depending on the reporting period selected). For the interval reporting period, statistics are further broken down by interval.
Page 194 Standard reports Standard 2.0 Symposium Express Call Center...
Page 195: Agent Transferred/Conferenced Activity
Agent Transferred/Conferenced Activity Description The Agent Transferred/Conferenced Activity report shows detailed statistics about calls conferenced and transferred by agents. The report provides summarized totals for the time period under review. This report helps managers identify agents who may have difficulty with a specific skill.
Page 196 Report field Transf to ACD Transf to DN Transf to CDN Transf to Other View field/Formula CallsTransferred ACDCallsTransferred DNCallsTransferred NACDCallsTransferred CallsConferenced ACDCallsConferenced DNCallsConferenced NACDCallsConferenced View field/Formula CallsTransferredToACD CallsTransferredToDN CallsTransferredToCDN CallsTransferredToOthers Symposium Express Call Center...
Page 197 Report field Conf ACD Conf DN Conf CDN Conf Other Consultation statistics Agent Transferred/Conferenced Activity reports contain the following information about consultations: Report field Consultation Time Transf Out Conf Out Summaries The report provides totals for each agent, and subtotals for each day, week, or month (depending on the reporting period selected).
Page 198 Standard reports Standard 2.0 Symposium Express Call Center...
Page 199: Estimated Revenue Per Agent
Estimated Revenue Per Agent Description The Estimated Revenue Per Agent report shows the amount of revenue each agent generates based on the total number of calls taken and the number of times a specified activity code is recorded. For user-defined reports that use this report as a template, you can set a dollar value to be multiplied against activity code occurrences.
Page 200 The report provides totals for each agent, and subtotals for each activity code. For each activity code, statistics are further broken down by day, week, or month, depending on the reporting period selected. The report also contains a grand total for all agents. View field/Formula ActivityTime Occurrences run-time) Symposium Express Call Center...
Page 201 March 2005 Standard reports Reports and Displays Guide...
Page 202 Standard reports Standard 2.0 Symposium Express Call Center...
Page 203: Section C: Application Reports
Section C: Application reports In this section Application By Activity Code Application By Skillset Application Call Treatment Application Delay Before Abandon Application Delay Before Answer Application Performance Crosstab - Application Performance Reports and Displays Guide...
Page 204: Application By Activity Code
This report uses the ActivityCodeStat views. Collection frequency You can collect Application By Activity Code report information with the following frequencies: interval daily weekly monthly Template This report uses the following templates: im-app9.rpt dm-app9.rpt wm-app9.rpt mm-app9.rpt Symposium Express Call Center...
Page 205 Filters This report can be filtered on activity code activity code name (if configured in Advanced functions) Statistics Application By Activity Code reports contain the following statistics: Report field Activity Time Average Activity Time Activity Occurrences Summaries The report provides totals for each application, and subtotals for each activity code.
Page 206 Standard reports Standard 2.0 Symposium Express Call Center...
Page 207: Application By Skillset
Application By Skillset Description The Application By Skillset report shows summarized application statistics for each skillset under review. The report provides statistics, such as the total number of calls answered for a skillset, number of calls answered after the service level threshold for the skillset, all agent staffed time, and average number of agents.
Page 208 The report also contains a grand total for all skillsets. View field/Formula CallsAnswered CallsAnsweredAfterThreshold CallsAnsweredAfterThreshold / CallsAnswered x CallsAnsweredDelay CallsAnsweredDelay / CallsAnswered MaxAnsweredDelay Symposium Express Call Center...
Page 209 March 2005 Standard reports Reports and Displays Guide...
Page 210: Application Call Treatment
You can collect Application Call Treatment report information with the following frequencies: interval daily weekly monthly Note: If you use the interval data type, remember that a call offered at one interval can be given treatment at another interval. Symposium Express Call Center...
Page 211 Template This report uses the following templates: im-app7.rpt dm-app7.rpt wm-app7.rpt mm-app7.rpt Filters This report can be filtered on application name. Overflowed statistics Application Call Treatment reports contain the following statistics for calls given Force Overflow treatment: Report field Quantity Percentage (%) Average time before Average calls per interval (interval report only)
Page 212 CallsGivenDefault / number of intervals TimeBeforeDefault / number of intervals View field/Formula CallsGivenForceBusy CallsGivenForceBusy / CallsOffered x TimeBeforeForceBusy / number of calls given Force Busy treatment CallsGivenForceBusy / number of intervals TimeBeforeForceBusy / number of intervals Symposium Express Call Center...
Page 213 Routed statistics Application Call Treatment reports contain the following statistics for calls given Route To treatment: Report field Quantity Percentage (%) Average time before Average calls per interval (interval report only) Average time before treatment per int (interval report only) Disconnected statistics Application Call Treatment reports contain the following statistics for calls given Force Disconnect treatment:...
Page 214 Host Lookup treatment: Report field Total Percentage (%) View field/Formula CallsOffered View field/Formula CallsAnswered CallsAnswered / CallsOffered x 100 View field/Formula CallsAbandoned CallsAbandoned / CallsOffered x 100 View field/Formula CallsGivenHostLookup CallsGivenHostLookup / CallsOffered x 100 Symposium Express Call Center...
Page 215 Summaries The report provides totals for each application, and subtotals for each day, week, or month, depending on the reporting period selected. For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all applications. Reports and Displays Guide...
Page 216 Standard reports Standard 2.0 Symposium Express Call Center...
Page 217: Application Delay Before Abandon
Application Delay Before Abandon Description The Application Delay Before Abandon report gauges service quality by indicating how many callers disconnect (abandon) before they reach an agent. The spectrum shows how long callers typically wait before abandoning, whether they abandoned before or after reaching the service level threshold, and the percentage of calls that abandoned.
Page 218 For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all applications. View field/Formula CallsOffered CallsAnswered CallsAbandoned CallsAbandoned / CallsOffered x 100 CallsAbandonedAftThreshold CallsAbandonedDelay MaxCallsAbandonedDelay CallsAbandonedDelay / CallsAbandoned Symposium Express Call Center...
Page 219 March 2005 Standard reports Reports and Displays Guide...
Page 220: Application Delay Before Answer
This report uses the ApplicationStat views. Collection frequency You can collect Application Delay Before Answer report information with the following frequencies: interval daily weekly monthly Template This report uses the following templates: im-app3.rpt dm-app3.rpt wm-app3.rpt mm-app3.rpt Symposium Express Call Center...
Page 221 Filters This report can be filtered on application name. Answer delay spectrum The Application Delay Before Answer report contains a histogram showing the number of calls answered after delays of times divided into 2-second increments. The statistics for the histogram are taken from the AnsDelay view fields.
Page 222 Standard reports Standard 2.0 Symposium Express Call Center...
Page 223: Application Performance
Application Performance Description The Application Performance report provides summarized performance information for your call center applications. The report gives an overview of calls answered, delayed, and abandoned, as well as the percentage of calls that achieved a minimum service level. The report tracks calls routed to the specified application.
Page 224 The report also contains a grand total for all applications. View field/Formula CallsAnsweredDelay / CallsAnswered CallsAnswered CallsAnsweredDelay CallsAnsweredAftThreshold CallsAbandoned CallsAbandonedAftThreshold CallsAnsweredDelayAtSkillset [(CallsAnswered + CallsAbandoned) – (CallsAnsweredAftThreshold + CallsAbandonedAftThreshold)] / (CallsAnswered + CallsAbandoned) x Symposium Express Call Center...
Page 225 March 2005 Standard reports Reports and Displays Guide...
Page 226: Crosstab - Application Performance
You can use this report to compare application performance for the same reporting period on different days. Views iApplicationStat Collection frequency interval Templates icross_Application.rpt Filter application name Statistics Report field Offered Answered Abandoned View field/Formula CallsOffered CallsAnswered CallsAbandoned Symposium Express Call Center...
Page 227 Summaries The report provides totals for each application for each interval, as well as daily totals for the application. Reports and Displays Guide...
Page 228 Standard reports Standard 2.0 Symposium Express Call Center...
Page 229: Section D: Configuration Reports
Section D: Configuration reports In this section Configuration report Activity Code Properties Agent By Supervisor Properties Agent Properties Agent Skillset Properties Application Script Properties Application Template Properties CDN Properties Database View Definitions DNIS Properties Formula Properties Historical and Real Time Statistics Properties IVR Queue and Port Properties Logged In Agent Position ID Real Time Template Properties...
Page 230: Configuration Report
SkillsetByAgent, Supervisor, SupervisorAgentAssignment views. Template This report uses the gccfg.rpt template. Supervisor properties This section of the report contains the following fields: Report field PC Login Name Personal Directory Number (DN) Department View field/Formula Supervisor.PCLoginName Supervisor.PersonalDN Supervisor.Department Symposium Express Call Center...
Page 231 Report field Title Comment Agents Assigned Agent properties This section of the report contains the following fields: Report field Department Title Comment Call Force Option Call Force Timer Delay Reserve for Network Call Return to Queue on No Answer Agent.ReturnToQueueOnNoAnswer Return to Queue Wait Interval Agent.ReturnToQueueWaitInterval Make Phoneset DN On Hold...
Page 232 This section of the report contains the following fields: Report field CDN Number CDN Name Acquire Status Call Type View field/Formula Agent.TelsetLoginID Agent.PersonalDN Skillset.Skillset SkillsetByAgent.SkillsetState SkillsetByAgent.Priority View field/Formula Skillset.Comment Skillset.ServiceLevelThreshold Skillset.MinShortCallDelay View field/Formula CDN.CDN CDN.Name CDN.Acquire CDN.Status CDN.Type Symposium Express Call Center...
Page 233 Route properties This section of the report contains the following fields: Report field Route Number Route Name Acquire Status IVR Queue and Port fields This section of the report contains the following fields: Report field IVR Queue Name and ID Service Level Threshold Acquire Status...
Page 234 Standard reports Standard 2.0 Symposium Express Call Center...
Page 235: Activity Code Properties
Activity Code Properties Description The Activity Code Properties report lists all of the activity codes and their assigned names. Where properties are defined Activity code properties are defined on the Activity Code Properties property sheet. View ActivityCode Template config8.rpt Filters activity code activity name Field descriptions...
Page 236 Standard reports Standard 2.0 Symposium Express Call Center...
Page 237: Agent By Supervisor Properties
Agent By Supervisor Properties Description The Agent By Supervisor Properties report lists agents and the supervisors to whom they are assigned. Agents can have multiple supervisors. Therefore, an agent may appear multiple times in the report. View SupervisorAgentAssignment Template config31.rpt Filters supervisor logon ID supervisor name...
Page 238 Standard reports Standard 2.0 Symposium Express Call Center...
Page 239: Agent Properties
Agent Properties Description The Agent Properties report presents agent information in the following categories: general information—including threshold class name, department, and title agent call presentation information—including call presentation options defined for the agent’s call presentation class phoneset information—including port information for the phoneset at which the agent is logged on, and the agent’s personal or directory number supervisor information—which lists the agent’s supervisors Where properties are defined...
Page 240 Return To Queue On No Answer Return To Queue Wait Interval Make Phoneset DN On Hold Union Break Timer View field/Formula Agent.GivenName Agent.SurName Agent.TelsetLoginID Agent.ThresholdTemplateName Agent.Department Agent.Title Agent.Comment View field/Formula Agent.TemplateName Agent.CallForceOption Agent.CallForceDelayTimer Agent.TelsetShowReserve Agent.ReturnToQueueOnNoAnswer Agent.ReturnToQueueWaitInterval Agent.ReturnToQueueMode Agent.AlternateCallAnswer Agent.UnionBreakTimer Symposium Express Call Center...
Page 241 Phoneset fields Report field Phoneset Login ID Personal DN Switch Port Address Switch Port Name Switch ID Supervisor fields Report field Supervisor Name Supervisor Phoneset Login ID Type Reports and Displays Guide View field/Formula Agent.TelsetLoginID Agent.PersonalDN Agent.SwitchPortAddress Agent.SwitchPortName Agent.SwitchID View field/Formula SupervisorAgentAssignment.SupervisorSurname SupervisorAgentAssignment.SupervisorGivenName SupervisorAgentAssignment.SupervisorTelsetLoginID...
Page 242 Standard reports Standard 2.0 Symposium Express Call Center...
Page 243: Agent Skillset Properties
Agent Skillset Properties Description The Agent Skillset Properties report lists general agent information and skillset assignments. General information includes department, title, and assigned templates. Skillset information includes the skillset name and the agent’s priority within the skillset. Where properties are defined Agent skillset properties are defined on the Skillsets –...
Page 244 Report field Phoneset Login ID Personal DN Call Presentation Class Threshold Class Skillset Name Skillset State Priority View field/Formula Agent.TelsetLoginID Agent.PersonalDN Agent.AgentTemplateName Agent.ThresholdTemplateName Skillset.Skillset SkillsetByAgent.SkillsetState SkillsetByAgent.Priority Symposium Express Call Center...
Page 245 March 2005 Standard reports Reports and Displays Guide...
Page 246: Application Script Properties
A child script is a secondary script to which a primary script or another secondary script directs a call. View ApplicationByScript Template config14.rpt Filter application name Field descriptions Report field Parent Script Name Child Script Name View field/Formula ParentName ChildName Symposium Express Call Center...
Page 247 March 2005 Standard reports Reports and Displays Guide...
Page 248: Application Template Properties
Views Application ApplicationThresholdTemplate Template config15.rpt Filter application name Field descriptions Report field Application Name Call By Call Threshold Class Field Level 1 Level 2 View field/Formula Application.Name Application.CallByCall ApplicationThresholdTemplate.Name ApplicationThresholdTemplate.Field ApplicationThresholdTemplate.Level1 ApplicationThresholdTemplate.Level2 Symposium Express Call Center...
Page 249 March 2005 Standard reports Reports and Displays Guide...
Page 250: Cdn Properties
Definition: CDN A Controlled Directory Number (CDN) is a number configured in the switch as the entry point for calls into Symposium Express Call Center. You can configure multiple CDNs in the switch and associate them with the Master script of Symposium Express Call Center.
Page 251: Field Descriptions
Field descriptions Report field CDN Number CDN Name Call Type Reports and Displays Guide View field/Formula Name Type...
Page 252 Standard reports Standard 2.0 Symposium Express Call Center...
Page 253: Database View Definitions
Description The Database View Definitions report generates a complete list of the database views available in the Symposium Express Call Center database. You can use these views to design user-created reports. For each database view, the report lists the fields in the view. For each field, the report provides the field type and length.
Page 254 Jan 1, 1900 to June 6, 2079 small integer – 32 768 to 32 767 tiny integer 0 to 255 variable length character Size 8 bytes 4 bytes 4 bytes 2 bytes 1 byte n bytes, data dependent Symposium Express Call Center...
Page 255 March 2005 Standard reports Reports and Displays Guide...
Page 256: Dnis Properties
1-800 numbers. For example, a company may give customers different 1-800 numbers for sales and customer service calls. Where properties are defined DNIS Properties are defined on the DNIS Properties property sheet. View DNIS Template config10.rpt Filters DNIS DNIS name Symposium Express Call Center...
Page 257 Field descriptions Report field DNIS Name and Number Service Level Threshold Reports and Displays Guide View field/Formula DNISName, DNIS ServiceLevelThreshold...
Page 258 Standard reports Standard 2.0 Symposium Express Call Center...
Page 259: Formula Properties
Formula Properties Description The Formula Properties report lists all of the customized formulas and their definitions as they appear in real-time displays. You can use formulas to create customized real-time statistics fields by combining existing statistics fields with mathematical operators. Where properties are defined Formula properties are defined on the Formula Properties property sheet.
Page 260 Standard reports Standard 2.0 Symposium Express Call Center...
Page 261: Historical And Real Time Statistics Properties
Historical and Real Time Statistics Properties Description The Historical and Real Time Statistics Properties report lists the historical and real-time statistics that you configured Symposium Express Call Center to collect. Note: You cannot schedule user-defined reports using this standard report as a template.
Page 262 Agent Login/Logout IVR ACD-DN Statistics IVR Port Statistics IVR Port Login/Logout Network Call Network Out Call View field/Formula HistoricalStatCollection.Application HistoricalStatCollection.CDN HistoricalStatCollection.Skillset HistoricalStatCollection.ActivityCode HistoricalStatCollection.DNIS HistoricalStatCollection.Trunk HistoricalStatCollection.Route HistoricalStatCollection.RANMusicRoute HistoricalStatCollection.AgentPerformance HistoricalStatCollection.AgentByApplication HistoricalStatCollection.AgentBySkillset HistoricalStatCollection.AgentLogin HistoricalStatCollection.IVR HistoricalStatCollection.IVRPort HistoricalStatCollection.IVRPortLogin Not applicable. Not applicable. Symposium Express Call Center...
Page 263 Historical Duration fields Report field Days Of Interval Days Of Daily Weeks Of Weekly Months Of Monthly Days of IVR Port Login Days of Agent Login and Logout First Business Day Of the Week Business Hours Per Day Business Days Per Week Days Of Call By Call Historical Storage fields Report field...
Page 264 (RealTimeStatCollection.MWNodalCall) The Interval To Date fields indicate whether statistics in each of the following statistics groups can be displayed in interval-to-date mode: skillset (RealTimeStatCollection.ITDSkillset) agent (RealTimeStatCollection.ITDAgent) call center summary (RealTimeStatCollection.ITDNodalCall) RealTimeStatCollection.IntervalDuration RealTimeStatCollection.IntervalStartTime RealTimeStatCollection.MinRefreshRate Symposium Express Call Center...
Page 265 March 2005 Standard reports Reports and Displays Guide...
Page 266: Ivr Queue And Port Properties
IVR port properties are defined on the Voice Port Properties property sheet. Views IVRQueue IVRPort IVRThresholdTemplate Template config11.rpt Filters IVR Queue ID IVR Queue Name Field descriptions Report field IVR Queue Name and ID Service Level Threshold View field/Formula IVRQueue.Name IVRQueue.IVRQueueID IVRQueue.ServiceLevelThreshold Symposium Express Call Center...
Page 267 Report field Acquired Status IVR ACD-DN Name and IVR Port Switch ID IVR Port Switch Address Switch Port Name IVR Threshold Class Template Field Name Template Level 1 Template Level 2 Reports and Displays Guide View field/Formula IVRQueue.Acquire IVRQueue.Status IVRPort.Name IVRPort.IVRPortID IVRPort.SwitchPortID IVRPort.SwitchPortAddress IVRPort.SwitchPortName...
Page 268 Standard reports Standard 2.0 Symposium Express Call Center...
Page 269: Logged In Agent Position Id
Logged In Agent Position ID Description The Agent Position ID report lists agents and provides, for each one, logon ID and position ID, and (on the Meridian 1 switch) personal DN. Note: Agent status information is written to the database every 15 minutes. This report shows agent status as of the end of the last 15-minute interval.
Page 270 Standard reports Standard 2.0 Symposium Express Call Center...
Page 271: Real Time Template Properties
Real Time Template Properties Description The Real Time Template Properties report lists each real-time display definition and describes its properties. Where properties are defined Real-time display definition properties are defined on the Real-time Display Properties property sheet. Views RealTimeTemplate RealTimeColumn Formula Template config21.rpt...
Page 272 Field descriptions Report field Template Name Class Refresh Rate View Mode Column Name Formula Name Format Scale From Scale To View field/Formula RealTimeTemplate.Name RealTimeTemplate.Class RealTimeTemplate.RefreshRate / 1000 RealTimeTemplate.ViewMode RealTimeColumn.Label Formula.Name RealTimeColumn.Format RealTimeColumn.ScaleFrom RealTimeColumn.ScaleTo Symposium Express Call Center...
Page 273 March 2005 Standard reports Reports and Displays Guide...
Page 274: Route Properties
It also displays the threshold times set for each template. Where properties are defined Route properties are defined on the Route Properties property sheet. Views Route RouteThresholdTemplate Template config9.rpt Filters Route ID Route Name Symposium Express Call Center...
Page 275 Field descriptions Report field Route Number Route Name Threshold Class Field Level 1 Level 2 Reports and Displays Guide View field/Formula Route.RouteID Route.RouteName RouteThresholdTemplate.Name RouteThresholdTemplate.Field RouteThresholdTemplate.Level1 RouteThresholdTemplate.Level2...
Page 276 Standard reports Standard 2.0 Symposium Express Call Center...
Page 277: Script Variable By Script
Script Variable By Script Description For each script, the Script Variable By Script report lists the script type and status, along with the names of the script variables used. For each variable, it provides the status and type. View ScriptVariables Template config36.rpt Filter...
Page 278 Standard reports Standard 2.0 Symposium Express Call Center...
Page 279: Script Variable Properties
Script Variable Properties Description The Script Variable Properties report lists the group, type, status, and class of each variable. View ScriptVariableProperties ScriptVariables Template config35.rpt Filter script variable name Field descriptions Report field Script Variable Status Group Type Class Comment Referencing Script Name Script Status Reports and Displays Guide View field/Formula...
Page 280 Report field Script Type View field/Formula ScriptVariables.ScriptType Symposium Express Call Center...
Page 281 March 2005 Standard reports Reports and Displays Guide...
Page 282: Skillset Properties
Skillset properties are defined on the Skillset Properties property sheet. View Agent Skillset SkillsetByAgent Template config16.rpt Filter skillset name Rights required Function Reports Reports—Other Minimum access level Create and run any report Create and run any report Symposium Express Call Center...
Page 283 Field descriptions Report field Skillset Name Comment Call Age Preference Service Level Threshold Min Short Call Delay Night Service Type Mapped ACD-DN Number Skillset.DN Default Activity Code Agent Name and ID Priority Reports and Displays Guide View field/Formula Skillset.Skillset Skillset.Comment Skillset.CallAgePreference Skillset.ServiceLevelThreshold Skillset.MinShortCallDelay...
Page 284 Standard reports Standard 2.0 Symposium Express Call Center...
Page 285: Supervisor Properties
Supervisor Properties Description The Supervisor Properties report lists all Symposium Express Call Center supervisors by name and threshold class. The report includes port information, personal or directory number, logon information, comments, and all names of the agents (reporting and associated) assigned to the supervisor.
Page 286 Report field Switch Port Address Switch ID PC Login Name Personal Directory Number (DN) Comment Supervisor Type Agents Assigned View field/Formula Supervisor.SwitchPortAddress Supervisor.SwitchID Supervisor.PCLoginName Supervisor.PersonalDN Supervisor.Comment SupervisorAgentAssignment.Type SupervisorAgentAssignment.AgentGivenName SupervisorAgentAssignment.AgentSurName SupervisorAgentAssignment.AgentTelsetLoginID Symposium Express Call Center...
Page 287 March 2005 Standard reports Reports and Displays Guide...
Page 288: Telephone Display Properties
Telephone Display Properties Description You can configure the order in which Symposium Express Call Center displays information (such as caller line ID, or CLID, and caller name) on agent phonesets. The Telephone Display Properties report lists the configured display types, the width of the display, and the number of rows in the display.
Page 289 March 2005 Standard reports Reports and Displays Guide...
Page 290: User Access Privilege
Views AccessRights NBManagedObject Template config42.rpt Field descriptions Report field Group Name Comment Item in System Window Level of Access Name View field/Formula AccessRights.GroupName AccessRights.Comment AccessRights.ObjectName AccessRights.CreateDeleteAccess, AccessRights.CreatedDeleteAgentAccess, AccessRights.CreateDeleteAllAgentAccess, AccessRights.ReadAccess, AccessRights.ReadAgentAccess, AccessRights.ReadAllAgentAccess, AccessRights.WriteAccess, AccessRights.WriteAgentAccess, AccessRights.WriteAllAgentAccess AccessRights.GivenName, AccessRights.Surname Symposium Express Call Center...
Page 291 Report field PC Login Reports and Displays Guide View field/Formula AccessRights.PCLoginName...
Page 292 Standard reports Standard 2.0 Symposium Express Call Center...
Page 293: Section E: Ivr Reports
Section E: IVR reports In this section IVR Port First Login/Last Logout IVR Port Statistics IVR Queue Statistics Reports and Displays Guide...
Page 294: Ivr Port First Login/Last Logout
The report lists the ports on which the first logon and last logoff occurred, and the time at which these events occurred. View eIVRPortLoginStat Template em-res5.rpt Field descriptions Report field Time Port ID View field/Formula Time IVRPortID Symposium Express Call Center...
Page 295 March 2005 Standard reports Reports and Displays Guide...
Page 296: Ivr Port Statistics
The report helps you determine whether a specific port may be causing poor performance within an IVR queue. Views IVRPortStat Collection frequency interval daily weekly monthly Templates im-res4.rpt dm-res4.rpt wm-res4.rpt mm-res4.rpt Filters IVR Port ID IVR Port Name Symposium Express Call Center...
Page 297 Statistics Report field Answered Conferenced Transferred Logged In Time Not Ready Time Talk Time Waiting Time Summaries The report provides totals for each IVR port, and subtotals for each day, week, or month, depending on the reporting period selected. For the interval reporting period, statistics are further broken down by interval.
Page 298 Standard reports Standard 2.0 Symposium Express Call Center...
Page 299: Ivr Queue Statistics
IVR Queue Statistics Description The IVR Queue Statistics report shows summarized statistical information grouped by IVR queue. The report details the performance of IVR queues, and is especially useful for understanding call volume and delays that callers may have experienced when attempting to access the IVR system. If the report shows you that a particular IVR queue is not performing well, equip the IVR queue with more IVR ports.
Page 300 For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all IVR queues. View field/Formula CallsOffered CallsAnswered CallsAnsweredDelay CallsConferenced CallsTransferred CallsNotTreated CallsNotTreatedAftThreshold CallsNotTreatedDelay Symposium Express Call Center...
Page 301 March 2005 Standard reports Reports and Displays Guide...
Page 302 Standard reports Standard 2.0 Symposium Express Call Center...
Page 303: Section F: Resource Reports
Section F: Resource reports In this section CDN Statistics Crosstab - CDN Statistics Crosstab - DNIS Statistics Crosstab - Route Performance Crosstab - Trunk Performance DNIS Statistics Music/RAN Route Statistics Route Performance Trunk Performance Reports and Displays Guide...
Page 304: Cdn Statistics
CDN and the total number of calls answered. The report also provides terminated and abandoned call information. A Controlled Directory Number (CDN) is a number configured on the switch as the entry point for calls into Symposium Express Call Center. You can configure multiple CDNs in the switch. View This report uses the CDNStat view.
Page 305 mm-res7.rpt Filters This report can be filtered on CDN name Statistics CDN Statistics reports contain the following statistics: Report field Offered Answered Terminated Percent Terminated Abandoned Percent Abandoned Summaries The report provides totals for each CDN, and subtotals for each day, week, or month, depending on the reporting period selected.
Page 306 Standard reports Standard 2.0 Symposium Express Call Center...
Page 307: Crosstab - Cdn Statistics
Crosstab - CDN Statistics Description The Crosstab - CDN Statistics report provides you with an at-a-glance view of CDN performance (calls offered, calls answered, calls terminated, and calls abandoned) for several days. You can use this report to compare CDN performance for the same reporting period on different days.
Page 308 Statistics Report field Offered Answered Terminated Abandoned Summaries The report provides totals for each CDN for each interval, as well as daily totals for the CDN. View field/Formula CallsOffered CallsAnswered CallsTerminated CallsAbandoned Symposium Express Call Center...
Page 309 March 2005 Standard reports Reports and Displays Guide...
Page 310: Crosstab - Dnis Statistics
DNIS performance (calls offered, calls answered, and calls abandoned) for several days. You can use this report to compare DNIS performance for the same reporting period on different days. Views iDNISStat Collection frequency interval Templates icross_DNIS.rpt Filter DNIS DNIS name Symposium Express Call Center...
Page 311 Statistics Report field Offered Answered Abandoned Summaries The report provides totals for each DNIS for each interval, as well as daily totals for the DNIS. Reports and Displays Guide View field/Formula CallsOffered CallsAnswered CallsAbandoned...
Page 312 Standard reports Standard 2.0 Symposium Express Call Center...
Page 313: Crosstab - Route Performance
Crosstab - Route Performance Description The Crosstab - Route Performance report provides you with an at-a-glance view of route performance (all trunks busy and number of calls blocked by all trunks busy) for several days. You can use this report to compare route performance for the same reporting period on different days.
Page 314 Statistics Report field All Trunks Busy Calls Blocked By All Trunks Busy Summaries The report provides totals for each route for each interval, as well as daily totals for the route. View field/Formula AllTrunksBusy CallsBlockedByAllTrunksBusy Symposium Express Call Center...
Page 315 March 2005 Standard reports Reports and Displays Guide...
Page 316: Crosstab - Trunk Performance
(calls offered, answered, and abandoned) for several days. You can use this report to compare trunk performance for the same reporting period on different days. Views iTrunkStat Collection frequency interval Templates icross_trunk.rpt Filter trunk ID Symposium Express Call Center...
Page 317 Statistics Report field Offered Answered Abandoned Summaries The report provides totals for each trunk for each interval, as well as daily totals for the trunk. Reports and Displays Guide View field/Formula CallsOffered CallsAnswered CallsAbandoned...
Page 318 Standard reports Standard 2.0 Symposium Express Call Center...
Page 319: Dnis Statistics
DNIS Statistics Description The DNIS Statistics report summarizes the total call volume to each DNIS number. The DNIS Statistics report lists the total calls answered, total caller wait time, total calls abandoned, and the percentage of calls that abandoned after a wait greater than or equal to the service level threshold defined for the DNIS.
Page 320 DNIS Statistics reports contain the following statistics: Report field Offered Answered Answer Delay Avg Ans Delay Ans After Threshold Disconnected Overflowed Routed NACD Out IVR Transf’d Default’d View field/Formula CallsOffered CallsAnswered CallsAnsweredDelay CallsAnsweredDelay / CallsAnswered CallsAnsweredAftThreshold CallsGivenForceDisconnect CallsGivenForceOverflow CallsGivenRouteTo CallsNACDOut IVRTransferred CallsGivenDefault Symposium Express Call Center...
Page 321 Report field Given Busy Aban’d Aband Delay Aban After Thresh % Abn Aft Thresh Talk Time Summaries The report provides totals for each DNIS number, and subtotals for each day, week, or month, depending on the reporting period selected. For the interval reporting period, statistics are further broken down by interval.
Page 322 Standard reports Standard 2.0 Symposium Express Call Center...
Page 323: Music/Ran Route Statistics
Music/RAN Route Statistics Description The Music/RAN Route Statistics report shows information about music and recorded announcement (RAN) routes. For each route, the report provides the number of route accesses and the route access time. This report can help you pinpoint any routes that may be overloaded. View This report uses the RANMusicRouteStat views.
Page 324 For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all music and RAN routes. View field/Formula RouteAccess RouteAccessTime Symposium Express Call Center...
Page 325 March 2005 Standard reports Reports and Displays Guide...
Page 326: Route Performance
Each route is configured with multiple trunks. View This report uses the RouteStat views. Collection frequency You can collect Route Performance report information with the following frequencies: interval daily weekly monthly Symposium Express Call Center...
Page 327 Template This report uses the following templates: im-res2.rpt dm-res2.rpt wm-res2.rpt mm-res2.rpt Filters This report can be filtered on route number route name Statistics Route Performance reports contain the following statistics: Report field All Trunks Busy All Trunks Busy Time Calls Blocked By All Trunks Busy CallsBlockedByAllTrunksBusy Summaries The report provides totals for each route, and subtotals for each day, week, or month, depending on the reporting period selected.
Page 328 Standard reports Standard 2.0 Symposium Express Call Center...
Page 329: Trunk Performance
Trunk Performance Description The Trunk Performance report shows summarized performance information grouped by trunk. The Trunk Performance report helps you understand call center traffic patterns. The report lists the total call volume by individual trunk, including total calls abandoned, answered, and offered. To further evaluate trunk and call center performance, the Trunk Performance report also shows the amount of time callers waited for an answer and the amount of time callers waited before abandoning their call.
Page 330 For the interval reporting period, statistics are further broken down by interval. The report also contains a grand total for all trunks. View field/Formula (Trunk Occupancy Time / 900) * 100 OccupancyTime CallsAbandonedDelay CallsAnsweredDelay CallsAbandoned CallsAnswered CallsOffered Symposium Express Call Center...
Page 331 March 2005 Standard reports Reports and Displays Guide...
Page 332 Standard reports Standard 2.0 Symposium Express Call Center...
Page 333: Section G: Skillset Reports
Section G: Skillset reports In this section Crosstab - Skillset Performance Skillset By Application Skillset Performance Reports and Displays Guide...
Page 334: Crosstab - Skillset Performance
(calls offered, calls answered, and skillset calls abandoned) for several days. You can use this report to compare skillset performance for the same reporting period on different days. Views iSkillsetStat Collection frequency interval Templates icross_skillset.rpt Filter skillset name Symposium Express Call Center...
Page 335 Statistics Report field Offered Answered Network Answered Abandoned Summaries The report provides totals for each skillset for each interval, as well as daily totals for the skillset. Reports and Displays Guide View field/Formula CallsOffered CallsAnswered Not applicable. SkillsetAbandoned...
Page 336 Standard reports Standard 2.0 Symposium Express Call Center...
Page 337: Skillset By Application
Skillset By Application Description The Skillset By Application report shows summarized skillset statistics for each application under review. The report provides statistics such as the total number of calls answered for a skillset, number of calls answered after the service level threshold for the skillset, all agent staffed time, and average number of agents.
Page 338 The report also contains a grand total for all applications. View field/Formula CallsAnsweredAfterThreshold CallsAnsweredAfterThreshold / CallsAnswered x CallsAnsweredDelay CallsAnsweredDelay / CallsAnswered MaxAnsweredDelay AllAgentBusyTime AllAgentBusyTime / (Number of intervals x 0.25) TotalStaffedTime ActiveTime TotalStaffedTime / ActiveTime Symposium Express Call Center...
Page 339 March 2005 Standard reports Reports and Displays Guide...
Page 340: Skillset Performance
If a particular skillset is not performing well, consult the agent reports. View This report uses the SkillsetStat views. Collection frequency You can collect Skillset Performance report information with the following frequencies: interval daily weekly monthly Template This report uses the following templates: imskill1.rpt dmskill1.rpt Symposium Express Call Center...
Page 341 wmskill1.rpt mmskill2.rpt Filters This report can be filtered on skillset name. Statistics Skillset Performance reports contain the following statistics: Report field Skillset Answered Skillset Answered After Thresh CallsAnsweredAfterThreshold % Ansd After Thresh Answer Delay Average Answer Delay Maximum Answer Delay All Agent Busy Time All Agent Staffed Time Skillset Active Time...
Page 342 Standard reports Standard 2.0 Symposium Express Call Center...
Page 343: Real-Time Displays
A p p e n d i x A Real-time displays In this appendix Overview Agent real-time display Call center summary real-time display Skillset real-time display Reports and Displays Guide...
Page 344: Overview
Overview Introduction Symposium Express Call Center provides the following real-time displays: agent call center summary skillset This appendix describes the fields in these displays. Symposium Express Call Center...
Page 345: Agent Real-Time Display
Agent real-time display Description This display allows you to monitor the current state of your agents. Field descriptions Agent real-time displays contain the following columns: Agent First Name The agent’s first or given name. Description: Last Name The agent’s last or surname. Description: Agent ID The numeric ID the agent uses to log on to the phoneset.
Page 346 Shows whether the agent is active on an outbound DN call. Description: Values: Active Hold Time In State Shows how long the agent has been in the current state on his or Description: her Incalls key. Symposium Express Call Center...
Page 347: Call Center Summary Real-Time Display
This display allows you to monitor the status of your call center. Field descriptions Call center summary real-time displays contain the following columns: Call Center A unique identifier for Symposium Express Call Center. Description: Calls Offered The number of calls offered at this site.
Page 348: Skillset Real-Time Display
Calls Waiting The number of calls for a skillset that are currently waiting to be Description: answered. Symposium Express Call Center...
Page 349 Agents In Service The number of agents assigned to the skillset who are currently Description: logged on. Agent NRdy The number of agents logged on for a skillset who are currently in Description: Not Ready state. Expected Wait The total time a new call is expected to wait before being Description: answered by an agent with the required skillset.
Page 350 Agent on In Call The number of agents logged on for a skillset who are currently Description: handling a Symposium Express Call Center call. Agent On DN call The number of agents logged on for a skillset who are currently Description: handling a DN call.
Page 351: Data Dictionary
A p p e n d i x B Data dictionary In this appendix Overview Section A: Summarized historical statistics Section B: Event statistics Section C: Configuration views Reports and Displays Guide...
Page 352: Overview
The correct version of ODBC is installed with the Symposium Express Call Center client application, and the installation process creates the required DSNs. If the Symposium Express Call Center client is not installed on your PC, you must do the following: Install ODBC.
Page 353 To connect to the Sybase server, you must use the Sybase Open Client version 12.0. The Sybase Open Client is installed with the Symposium Express Call Center client application. If the Symposium Express Call Center client is not installed on your PC, then you must do the following: Install the Sybase Open Client.
Page 354: Event Statistics
Event statistics Event statistics are statistics collected on a per-event basis rather than accumulated over a period of time. Symposium Express Call Center records the following types of event statistics: agent logon and logoff statistics IVR port logon and logoff statistics Event statistics are cumulated as events occur.
Page 355: Types Of Calls
The following call types are referred to in the descriptions of statistics fields: Symposium Express Call Center calls Calls that arrive at Symposium Express Call Center on a CDN and are presented to the Incalls key of a phoneset that is acquired by Symposium Express Call Center.
Page 356 DN calls Calls presented to the DN key of a phoneset that is acquired by Symposium Express Call Center. DN calls are usually personal calls. The server only pegs DN calls in the agent performance statistics. Activity code and application statistics do not include DN calls.
Page 357: Section A: Summarized Historical Statistics
Section A: Summarized historical In this section Overview of summarized historical statistics Types of views Linking views Types of calls ActivityCodeStat views AgentByApplicationStat views AgentBySkillsetStat views AgentPerformanceStat views ApplicationStat views CDNStat views DNISStat views IVRPortStat views IVRStat views RANMusicRouteStat views RouteStat views SCCSDBSpace views SkillsetStat views...
Page 358: Overview Of Summarized Historical Statistics
CDN statistics DNIS statistics IVR port statistics IVR queue statistics RAN and music route statistics route statistics skillset statistics Symposium Express Call Center...
Page 359 trunk statistics You can enable or disable data collection for one of these groups at any time while the system is running. IVR transfers If you are using Meridian Mail or another IVR system that uses a two-stage transfer (IVR Transfer), rather than a hook-flash transfer, the CallsOffered statistic is pegged each time a call is transferred by the IVR system.
Page 360: Types Of Views
The time-stamp field of the daily records is in the format YYYY/MM/DD 00:00:00:00. Note: Daily statistics are not available until the beginning of the next day. Daily views begin with the prefix d. Symposium Express Call Center...
Page 361: Weekly Views
Weekly views After the end of the first day of the week (that is, at 12:00 a.m. of the next day), the server creates weekly records that contain each of the daily totals. After the end of each subsequent day in the week, the server adds the day’s totals to the fields in the weekly records.
Page 362 (that is, at 12:00 a.m. on the first day of the next business week) immediately after the end of the month (that is, at 12:00 a.m. on the first day of the next month) Symposium Express Call Center...
Page 363: Linking Views
Linking views Introduction Linkages between database views allow you to generate customized reports that combine statistics from two or more views. You can only combine views that share a linkage key. If you combine views that do not share a linkage key, the resulting statistics are meaningless and misleading.
Page 364 Timestamp and UserID, rather than for each unique combination of Timestamp, UserID, and ApplicationID. UserID CallsAnswered 6709 6761 UserID ApplicationID 10000 10001 10000 = b.UserId CallsOffered CallsAnswered TalkTime Symposium Express Call Center...
Page 365 This query takes the CallsAnswered and CallsOffered fields from iAgentPerformanceStat, and the CallsAnswered and TalkTime fields from iAgentByApplicationStat. The query takes the maximum value for the iAgentPerformanceStat statistics and the sum of the values for each agent for the iAgentByApplicationStat statistics. The “group by” statement is essential to obtaining the correct results.
Page 366 The result is correct only if each agent answered calls for only one application. = b.UserId Application Calls Answered 10000 10001 10000 Calls Calls Offered Answered Symposium Express Call Center Talk Time...
Page 367 March 2005 Data dictionary The grand total of the CallsOffered field is 9 + 9 + 5 = 23. Again, this total is misleading because the agent’s total CallsOffered is included twice. Reports and Displays Guide...
Page 368: Types Of Calls
ACD calls are calls to an Automatic Call Distribution Directory Number (ACD-DN) that are presented to a phoneset that is acquired by Symposium Express Call Center. ACD calls are distributed to agents in an ACD group based on the routing table defined on the switch.
Page 369 DN calls DN calls are presented to the DN key of a phoneset that is acquired by Symposium Express Call Center. DN calls are usually personal calls. The server only pegs DN calls in the AgentPerformanceStat views. Activity code and application statistics do not include DN calls.
Page 370 Tracking DN calls are tracked from the time that they are answered. The server does not track activity for calls automatically redirected by the switch, including hunting call forward—busy call forward—all calls call forward—no answer Symposium Express Call Center...
Page 371: Activitycodestat Views
Requirements Define activity codes on the server in Symposium Express Call Center. If you do not, activity codes statistics are collected, but ActivityCodeName is blank. Configure the server to collect activity code statistics (see the Call Center Management Guide).
Page 372 Activity key and enters the activity code. Activity time ends when the call is released or the agent enters a new activity code. Type: Length: ActivityShortName Stores the short name for the activity code. Description: varchar Type: Length: Symposium Express Call Center...
Page 373 The name of the application, as defined on the Application Description: Properties property sheet. Symposium Express Call Center calls are pegged against the Pegging: Master_Script or primary application, depending on the location of the call in the system. NACD calls are pegged against the NACD_DN_Application.
Page 374 Multiple activity codes may be entered during a single call. An occurrence is pegged after the agent presses the Activity or key Pegging: and enters this activity code. Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID...
Page 375 smalldatetime Type: Length: UserID A unique identifier for the agent, which is assigned by the server Description: when the agent is added. binary Type: Length: Linkages with other statistics groups You can link activity code statistics to other statistics groups to generate customized reports.
Page 376: Agentbyapplicationstat Views
Introduction Agent by application statistics provide summarized performance information for a Symposium Express Call Center agent. You can use these statistics to monitor an agent’s contribution to an application. The data fields are pegged based on a combination of application and agent activities.
Page 377 Field descriptions AgentGivenName The first or given name of the agent, as defined on the General – Description: User Properties page. varchar Type: Length: If an agent record has been deleted since the data was collected, the agent Note: name is blank. AgentLogin The numeric ID the agent uses to log on to the phoneset, as Description:...
Page 378 Post-call processing time begins when an agent presses the Not Ready Triggers: key after completing a Symposium Express Call Center call, and ends when the agent presses the Not Ready key again. Note: Post Call Processing Time is calculated for the Not Ready period immediately following the call.
Page 379 Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID A unique identifier for the Symposium Express Call Center site, Description: which is assigned by the server. Type: Length: TalkTime The total time an agent spends on the phoneset answering Description: Symposium Express Call Center, ACD, and NACD calls for this application.
Page 380 Note: You must specify all these fields as your linkage key, in the specified order. IF you are generating a custom report using ActivityCodeStat AgentBySkillsetStat AgentPerformanceStat ApplicationStat SkillsetStat THEN the linkage key data field is Timestamp UserID ApplicationID Timestamp UserID Timestamp UserID Timestamp ApplicationID Timestamp ApplicationID Symposium Express Call Center...
Page 381: Agentbyskillsetstat Views
AgentBySkillsetStat views Introduction Agent by skillset statistics provide summarized performance information for Symposium Express Call Center agents. The data fields are pegged based on a combination of skillset and agent call information. Note: These statistics do not include DN calls.
Page 382 If an agent record has been deleted since the data was collected, the agent Note: name is blank. CallsAnswered The number of Symposium Express Call Center, ACD, and Description: NACD calls answered for this skillset. Calls are pegged upon answer.
Page 383 Post-call processing time begins when an agent presses the Not Ready Triggers: key after completing a Symposium Express Call Center call and ends when the agent presses the Not Ready key again. Type:...
Page 384 The date and time when the data was pegged. For more Description: information about the format of the time stamp in interval, daily, weekly, or monthly views, see “Overview of summarized historical statistics” on page 358. smalldatetime Type: Length: Symposium Express Call Center...
Page 385 TotalStaffedTime The total time an agent was logged on and assigned to this skillset. Description: Staffed time begins when the agent logs on (if the agent is assigned to Triggers: a skillset), or after the agent is assigned to the skillset with a priority of 1 or more, either from the Skillset –...
Page 386 IF you are generating a custom report using AgentPerformanceStat ApplicationStat SkillsetStat THEN the linkage key data field is Timestamp UserID Timestamp ApplicationID Timestamp SkillsetID Symposium Express Call Center...
Page 387: Agentperformancestat Views
AgentPerformanceStat views Introduction Agent performance statistics provide summarized performance measurement information for Symposium Express Call Center agents. The data fields are pegged based on agent activities. Requirements Configure the server to collect agent performance statistics (see the Call Center Management Guide).
Page 388 9:01:20 The agent releases the Symposium Express Call Center call and resumes the DN call. 9:01:30 The agent releases the DN call and logs off. At the end of this period, the agent timers have the following values: LoggedInTime WaitingTime...
Page 389 Transferred and conferenced calls For calls transferred for conferenced to a phoneset acquired by Symposium Express Call Center, call pegging depends on when the transfer or conference is completed. If the transfer or conference is completed after presentation on the acquired phoneset, the call is pegged as a transfer or conference to Incalls.
Page 390 The number of ACD calls that are conferenced from a phoneset Description: aquired by Symposium Express Call Center to a personal DN key on a phoneset acquired by the server. The call is pegged when the conference is completed (that is, when the Pegging: conference key is pressed for the second time).
Page 391 The number of ACD calls that are transferred from a phoneset Description: acquired by Symposium Express Call Center to a CDN acquired by the server. This statistic includes calls transferred to agents at a remote node. The call is pegged when the transfer is completed (that is, when the Pegging: transfer key is pressed for the second time).
Page 392 The total time an agent is in the Break state for all skillsets. You Description: can configure an agent’s call presentation class to place the agent in break state after each call. Break time begins when a call is released and ends when the timer Triggers: elapses. Symposium Express Call Center...
Page 393 Triggers: the DN call is released. Type: Length: CallsAnswered The number of Symposium Express Call Center calls answered. Description: This statistic includes NACD calls routed to a local CDN. Calls are pegged upon answer. Pegging: This statistic does not include DN, ACD, or NACD calls answered.
Page 394 The number of CDN calls that are conferenced to a CDN acquired Description: by Symposium Express Call Center. This statistic includes calls conferenced to agents at a remote node. The call is pegged when the conference is completed (that is, when the Pegging: conference key is pressed for the second time).
Page 395 CDNCallsConfToDN The number of CDN calls that are conferenced to an agent’s Description: personal DN on a phoneset acquired by Symposium Express Call Center. The call is pegged when the conference is completed (that is, when the Pegging: conference key is pressed for the second time).
Page 396 CDNCallsTransferredToIncalls The number of CDN calls that are transferred to an ACD-DN and Description: presented to a phoneset acquired by Symposium Express Call Center. The call is pegged when the transfer is completed (that is, when the Pegging: transfer key is pressed for the second time).
Page 397 The number of DN calls that are conferenced from a phoneset Description: acquired by the Symposium Express Call Center to a personal DN on a phoneset acquired by the Symposium Express Call Center. The call is pegged when the conference is completed (that is, when the Pegging: conference key is pressed for the second time).
Page 398 The number of DN calls that are transferred from a phoneset Description: acquired by the Symposium Express Call Center to a personal DN on a phoneset acquired by the Symposium Express Call Center. The call is pegged when the transfer is completed (that is, when the Pegging: transfer key is pressed for the second time).
Page 399 Type: Length: DNInExtCalls The number of calls to an agent’s DN key from an external Description: number (that is, from another customer group). This statistic includes parked external calls returned to the agent. The call is pegged upon presentation. Pegging: Type: Length: DNInExtCallsHoldTime...
Page 400 Where agent phonesets have multiple DN keys configured, talk time can exceed 15 minutes (900 seconds) per interval. This happens when an agent answers one DN call, places that call on hold, then answers another DN call. Symposium Express Call Center...
Page 401 Type: Length: HoldTime The total time the agent had Symposium Express Call Center calls Description: on hold while answering calls. This statistic also includes agent walkaway time and the time that elapses while an agent is parking a call.
Page 402 Talk time begins when the call is answered and ends when the caller Triggers: hangs up or the agent releases the call. Type: Length: and ends when the agent retrieves the call (for example, by pressing the Incalls key). the agent finishes entering the destination number. Symposium Express Call Center...
Page 403 RingTime The total time an agent spends in the Ring state before answering a Description: Symposium Express Call Center call. Ring time begins when a call is presented to the phoneset and ends Triggers: when the call is answered, abandoned, or returned to the queue.
Page 404 The total number of calls answered that had a talk time less than Description: the short call threshold assigned to the application for which the call was answered. Symposium Express Call Center, ACD, and NACD calls are eligible to be short calls. Type:...
Page 405 varchar Type: Length: SupervisorUserID A unique identifier for the agent’s reporting supervisor, which is Description: assigned by the server when the agent is added. binary Type: Length: TalkTime The total time spent by the agent on Symposium Express Call Description: Center calls, including hold time.
Page 406 Walkaway time ends when the agent takes the phoneset off hook or plugs in the headset. Type: Length: Calculations Calls abandoned while being presented To calculate the number of calls abandoned while they were being presented, use the following formula: Symposium Express Call Center...
Page 407 CallsOffered – (CallsAnswered + CallsReturnedtoQ + CallsReturnedtoQDuetoTimeout) Note: A call can be pegged more than once if it is returned to the queue and then presented to another agent. Linkages with other statistics groups You can link agent performance statistics to other statistics groups to generate customized reports.
Page 408: Applicationstat Views
Pegging When a call enters Symposium Express Call Center, it is handled by the Master script. Most calls are handed off by the Master script to a primary script. The primary script may hand off the call to a secondary script.
Page 409 Calls handled by Master script If the call does not leave the Master script, all time delays and events (such as call treatments) are pegged against the Master_Script application. Calls handled by primary script If a call is handed off to a primary script, all events occurring up to the handoff are pegged against the Master_Script application.
Page 410 An array of fields divided into incremental periods of time. Each Description: field contains the number of Symposium Express Call Center calls that were abandoned after waiting for a period less than or equal to the number of seconds specified, and greater than the number specified in the next lower range.
Page 411 Description: assigned by the server when the application is added. Type: Length: CallsAbandoned The number of Symposium Express Call Center calls that were Description: abandoned. Symposium Express Call Center calls are pegged against the Pegging: Master_Script or primary application, depending on the location of the call in the system.
Page 412 Type: Length: CallsAnsweredDelayAtSkillset The total wait time experienced in the skillset queue by all Description: Symposium Express Call Center calls that were answered for this application. Symposium Express Call Center...
Page 413 Delays begin when the call is queued against the first skillset and end Triggers: when the call is answered. Type: Length: CallsConferencedIn The number of Symposium Express Call Center calls conferenced Description: to this application. Type: Length: CallsConferencedOut The number of Symposium Express Call Center, ACD, and Description: NACD calls that were conferenced out of this application.
Page 414 Type: Length: CallsGivenForceBusy The number of Symposium Express Call Center calls given Force Description: Busy treatment for this application. This statistic is pegged when the Give Busy script command is Triggers: executed. Type: Length: CallsGivenForceDisconnect The number of Symposium Express Call Center calls given Force Description: Disconnect treatment for this application.
Page 415 The count is not increased if the same call receives this treatment Restriction: more than once. Type: Length: CallsGivenIVR The number of Symposium Express Call Center calls given IVR Description: treatment for this application. This statistic is pegged when the Give IVR script command is Triggers: executed.
Page 416 The count is not increased if the same call receives this treatment Restriction: more than once. Type: Length: CallsGivenRouteTo The number of Symposium Express Call Center calls given Route Description: Call treatment for this application. This statistic is pegged when the Route Call script command is Triggers: executed.
Page 417 Master_Script or primary application, depending on the location of the call in the system. ACD calls are pegged against the ACD_DN_Application. NACD calls are pegged against the NACD_DN_Application. Type: Length: IVRAbandoned The number of Symposium Express Call Center calls that were Description: abandoned during IVR treatment. Type: Length: IVRTerminated...
Page 418 IVR session for this application. Type: Length: MaxCallsAbandonedDelay The wait time experienced by the Symposium Express Call Center Description: call that waited the longest before being abandoned. Delays begin when the Master_Script is initiated. Delays end when Triggers: the caller disconnects.
Page 419 Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID A unique identifier for the Symposium Express Call Center site, Description: which is assigned by the server. Type: Length: Time The time when the data was pegged.
Page 420 The total time spent in the system by Symposium Express Call Description: Center calls transferred to an IVR session for this application. This field includes the time elapsing between initiation of the Triggers: Master_Script and treatment. Type: Length: TimeBeforeNACDOut Not supported in this version. Description: Symposium Express Call Center...
Page 421 TimeBeforeRouteTo The total time spent in the system by Symposium Express Call Description: Center calls that received Route Call treatment. This field includes the time elapsing between initiation of the Triggers: Master_Script and treatment. Type: Length: Timestamp The date and time when the data was pegged. For more Description: information about the format of the time stamp in interval, daily, weekly, or monthly views, see “Overview of summarized historical statistics”...
Page 422 Note: You must specify all these fields as your linkage key, in the specified order. IF you are generating a custom report using ActivityCodeStat AgentByApplicationStat SkillsetStat THEN the linkage key data field is Timestamp ApplicationID Timestamp ApplicationID Timestamp ApplicationID Symposium Express Call Center...
Page 423: Cdnstat Views
Definition: CDN A CDN is a number configured in the switch as the entry point for calls into Symposium Express Call Center. You can configure multiple CDNs in the switch and associate them with the Master script of Symposium Express Call Center.
Page 424 CDN. Type: Length: CallsTerminated The number of Symposium Express Call Center calls for this CDN Description: terminated under one of the following conditions: The call was given a Force Busy, Force Overflow, Force Disconnect, Route Call, or default treatment.
Page 425 The name of the CDN, as defined on the CDN Properties property Description: sheet. varchar Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID A unique identifier for the Symposium Express Call Center site, Description: which is assigned by the server.
Page 426 The date and time when the data was pegged. For more Description: information about the format of the time stamp in interval, daily, weekly, or monthly views, see “Overview of summarized historical statistics” on page 358. smalldatetime Type: Length: Symposium Express Call Center...
Page 427: Dnisstat Views
For example, a company may give customers different 1-800 numbers for sales and customer service calls. Requirements Define DNISs on Symposium Express Call Center. Configure the server to collect DNIS statistics. Note: Statistics are collected for all DNISs; you cannot configure the system to collect statistics for selected DNISs.
Page 428 The delay time includes any time that the caller spends going through Note: menus and listening to announcements before being queued to a skillset. Type: Length: CallsAnswered The number of Symposium Express Call Center calls answered for Description: a DNIS number. Calls are pegged upon answer. Pegging: Type:...
Page 429 Delays begin when the Master_Script is initiated. Triggers: Type: Length: CallsAnsweredDelay The wait time experienced by all Symposium Express Call Center Description: calls answered for a DNIS number. Delays begin when the Master_Script is initiated. Triggers: The delay time includes any time that the caller spends going through Note: menus and listening to announcements before being queued to a skillset.
Page 430 CallsGivenForceDisconnect The number of Symposium Express Call Center calls given Force Description: Disconnect treatment for a DNIS number. This statistic is pegged when the Disconnect script command is Triggers: executed. Type: Length: CallsGivenForceOverflow The number of Symposium Express Call Center calls given Force Description: Overflow treatment for a DNIS number.
Page 431 Description: from an IVR session for a DNIS number. Type: Length: MaxAbandonedDelay The wait time experienced by the Symposium Express Call Center Description: call that waited the longest before being abandoned. Delays begin when the Master_Script is initiated. Triggers: smallint...
Page 432 Delays begin when the Master_Script is initiated. Triggers: smallint Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID A unique identifier for the Symposium Express Call Center site, Description: which is assigned by the server.
Page 433 March 2005 Data dictionary Timestamp The date and time when the data was pegged. For more Description: information about the format of the time stamp in interval, daily, weekly, or monthly views, see “Overview of summarized historical statistics” on page 358. smalldatetime Type: Length:...
Page 434: Ivrportstat Views
These statistics provide a means of monitoring the usage of the specific ports. Requirements Define voice ports on Symposium Express Call Center. Configure the server to collect IVR port statistics. Note: Statistics are collected for all IVR ports; you cannot configure the system to collect statistics for selected ports.
Page 435 Field descriptions CallsAnswered The number of calls answered by this IVR port. Description: Calls are pegged upon answer. Pegging: Type: Length: CallsConferenced The number of calls conferenced out from this IVR port. Description: Pegging: Type: Length: CallsTransferred The number of calls transferred out from this IVR port. Description: Pegging: Type: Length:...
Page 436 Length: NotReadyTime The total time spent by the IVR port in the Not Ready state. Description: Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID A unique identifier for the Symposium Express Call Center site, Description: which is assigned by the server.
Page 437 TalkTime The total time the IVR port is in use. Description: Type: Length: Time The time when the data was pegged. Description: char Type: Length: Timestamp The date and time when the data was pegged. For more Description: information about the format of the time stamp in interval, daily, weekly, or monthly views, see “Overview of summarized historical statistics”...
Page 438 Note: You must specify both of these fields as your linkage key, in the specified order. If you are generating a custom report using IVRStat THEN the linkage key data fields Timestamp IVRQueueID Symposium Express Call Center...
Page 439: Ivrstat Views
IVR queue. Requirements Define IVR ACD-DNs on Symposium Express Call Center. Configure the server to collect IVR queue statistics. Note: Statistics are collected for all IVR queues; you cannot configure the system to collect statistics for selected IVR queues.
Page 440 The delay begins once a call enters the IVR queue. Triggers: Type: Length: CallsConferenced The number of calls conferenced out during an IVR session. Description: Type: Length: CallsNotTreated The number of calls abandoned or pulled back while waiting in Description: this IVR queue. Type: Length: Symposium Express Call Center...
Page 441 CallsNotTreatedAftThreshold The number of calls abandoned or pulled back that experienced a Description: delay greater than or equal to the service level threshold for the threshold class to which the IVR ACD-DN belongs. The delay begins once a call is queued against the IVR queue and Triggers: ends when the call is abandoned or pulled back.
Page 442 The name of the IVR queue, defined on the IVR ACD-DN Description: Properties property sheet. varchar Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: Symposium Express Call Center...
Page 443 SiteID A unique identifier for the Symposium Express Call Center site, Description: which is assigned by the server. Type: Length: Time The time when the data was pegged. Description: char Type: Length: Timestamp The date and time when the data was pegged. For more...
Page 444: Ranmusicroutestat Views
RAN and music route statistics provide summarized resource usage information for each RAN and music route. Requirements Define RAN and music routes codes on Symposium Express Call Center. Configure the server to collect music and route statistics. Note: Statistics are collected for all music and RAN routes; you cannot configure the system to collect statistics for selected routes.
Page 445 The name of the music or RAN route, as defined on the Music/ Description: RAN Route Properties property sheet. varchar Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID...
Page 446 The date and time when the data was pegged. For more Description: information about the format of the time stamp in interval, daily, weekly, or monthly views, see “Overview of summarized historical statistics” on page 358. Type: smalldatetime Length: Symposium Express Call Center...
Page 447: Routestat Views
Route statistics provide summaries of all occurrences of all trunks busy (ATB) and network outcall blocked information on a per-route basis. Requirements Define routes on Symposium Express Call Center. Configure the server to collect route statistics. Note: Statistics are collected for all routes; you cannot configure the system to collect statistics for selected routes.
Page 448 The name of the route, as defined on the Route Properties property Description: sheet. varchar Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID A unique identifier for the Symposium Express Call Center site, Description: which is assigned by the server.
Page 449 March 2005 Data dictionary Timestamp The date and time when the data was pegged. For more Description: information about the format of the time stamp in interval, daily, weekly, or monthly views, see “Overview of summarized historical statistics” on page 358. Type: smalldatetime Length: Reports and Displays Guide...
Page 450 Note: You must specify both of these fields as your linkage key, in the specified order. IF you are generating a custom report using TrunkStat THEN the linkage key data fields Timestamp RouteID Symposium Express Call Center...
Page 451: Sccsdbspace Views
With a report writer application, you can create a custom report using this view. Field descriptions DBName The name of the database. Symposium Express Call Center uses Description: three databases: Master—Contains Sybase control information. blue—Contains all server configuration information and interval, daily, weekly, and monthly statistics.
Page 452 The current data volume in the database in Mbytes. Description: float Type: Length: Float field The following table contains a description of the float field type: Field type Float Description Value range integer 1 to 100 000 Length 8 bytes Symposium Express Call Center...
Page 453: Skillsetstat Views
Pegging Symposium Express Call Center calls are pegged against the Master_Script or primary application (depending on the location of the call in the system) and against the answering skillset, or the Agent Queue To skillset (if the call was queued to a specific agent).
Page 454 The name of the application to which this skillset is assigned, as Description: defined on the Application Properties property sheet. varchar Type: Length: ApplicationID A unique number to identify an application, which is assigned by Description: the server when the application is added. Type: Length: Symposium Express Call Center...
Page 455 This statistic does not include ACD and NACD calls because delay Restriction: statistics are not available for these types of calls. Type: Length: CallsAnsweredDelay The wait time experienced by all Symposium Express Call Center Description: calls answered for this skillset. Reports and Displays Guide...
Page 456 Type: Length: CallsOffered The number of Symposium Express Call Center calls offered to Description: this skillset. This statistic is not incremented if the same call is offered to this skillset again.
Page 457 The wait time experienced by the Symposium Express Call Center Description: call queued to this skillset that waited the longest before being abandoned. smallint Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID...
Page 458 Type: Length: SkillsetAbandonedAftThreshold The number of Symposium Express Call Center calls abandoned Description: for this skillset after a wait greater than or equal to the service level threshold for the threshold class to which the skillset belongs.
Page 459 The logon time begins when an agent logs on to the skillset or is Triggers: reassigned (while logged on) to the skillset and ends when the agent logs off or is reassigned out of the skillset. Type: Length: Linkages with other statistics groups You can link skillset statistics to other statistics groups to generate customized reports.
Page 460: Trunkstat Views
Type: Length: CallsAbandonedDelay The total wait time experienced by Symposium Express Call Description: Center calls that were abandoned. For Symposium Express Call Center calls, delays begin when the Triggers: Master_Script is initiated. Symposium Express Call Center...
Page 461 Type: Length: CallsAnsweredDelay The total wait time experienced by all Symposium Express Call Description: Center calls that came in through a trunk. For Symposium Express Call Center calls, delays begin when the Triggers: Master_Script is initiated. Type: Length: CallsOffered The number of Symposium Express Call Center calls offered to Description: this trunk.
Page 462 A number that identifies the route to which the trunk belongs, Description: which is assigned by the server when the route is defined. Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length:...
Page 463 Length: TrunkID A unique number to identify the trunk within the route, as defined Description: on the switch. Type: Length: Linkages with other views You can link trunk statistics to other views to generate customized reports. For more information, see “When statistics are cumulated” on page 361. The following table shows the views to which application statistics can be linked, as well as the data fields used as a linkage key.
Page 464 Data dictionary Standard 2.0 Symposium Express Call Center...
Page 465: Section B: Event Statistics
Section B: Event statistics In this section Overview of event statistics eAgentLoginStat view eCallbyCallStat views eIVRPortLoginStat view Reports and Displays Guide...
Page 466: Overview Of Event Statistics
Overview of event statistics Introduction Event statistics are collected on a per-event basis rather than accumulated over a period of time. Symposium Express Call Center records the following types of event statistics: agent logon and logoff statistics IVR port logon and logoff statistics Database views Event statistics are accessible through database views.
Page 467: Eagentloginstat View
eAgentLoginStat view Introduction Agent logon and logoff statistics provide detailed information about the distribution of an agent’s time during work hours. They show the amount of time spent on events such as Login, Logout, Walkaway, and Return from walkaway. Requirements Configure the server to collect agent login statistics.
Page 468 Type: Length: PositionID A unique identifier for the agent’s position ID, as received from Description: the switch. Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Symposium Express Call Center...
Page 469 Length: SiteID A unique identifier for the Symposium Express Call Center site, Description: which is assigned by the server. Type: Length: Time The time of the event. Description: char Type: Length: Timestamp The date and time when the data was pegged.
Page 470: Ecallbycallstat Views
Introduction Call-by-call statistics provide detailed information on a per-call event basis. These statistics enable you to trace a Symposium Express Call Center call from beginning to end regardless of the number of treatments being applied to it. It also provides a means of monitoring the performance of a specified agent, application, or skillset.
Page 471 Field descriptions AssociatedData Associated data is information associated with a specific event, Description: such as the other extension, trunk ID, or outside phone number associated with a call that was conferenced with another party, transferred to another party, or put on hold while another call was placed the DNIS number for an incoming call varchar Type:...
Page 472 PIN entered by the caller in response to the collect digits command; an ANI, CLID, site ID, or activity code; or reasons for the event. varchar Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length:...
Page 473 TelsetLoginID The numeric ID the agent uses to log on to the phoneset, as Description: defined on the Phoneset – User Properties property page. varchar Type: Length: Time The time when the data was pegged. Description: char Type: Length: Timestamp The date and time when the data was pegged.
Page 474 NULL new priority NULL new call priority NULL NULL NULL NULL NULL NULL Event data NULL time conference complete minus time conference start NULL dialed number NULL NULL NULL NULL NULL NULL NULL NULL NULL NULL Symposium Express Call Center...
Page 475 Call event Source Call Terminated IVR port ID At IVR Queue Call Transferred source agent Call Transferred IVR port ID At IVR Queue Dequeued From skillset ID Skillset DN Call calling Answered number DN Call Initiated NULL DN Call On NULL Hold DN Call...
Page 476 “for normal call - (if applicable) ““NORM””; for transferred/ conferenced call - ““TRANF/CONF + intercall ID””” Event data duration time default CDN NULL NULL NULL NULL NULL duration time NULL NULL duration time NULL NULL NULL Symposium Express Call Center...
Page 477 Call event Source Host Response NULL Local Call NULL Abandoned Local Call NULL Answered Local Call route ID + Arrived trunk ID Local Call NULL NACD Out Local Call NULL Released NACD Call NACD DN Answered NACD Call On NULL Hold NACD Call NACD DN...
Page 478 ID call priority NULL NULL return to queue reason NULL NULL Host Name destination NULL application ID Event data NULL first time queued? YES or NO first time queued? YES or NO NULL NULL NULL Symposium Express Call Center...
Page 479: Eivrportloginstat View
IVR port’s time is distributed while in service and out of service. Requirements Define IVR ports on Symposium Express Call Center. Configure the server to collect IVR port statistics. Note: Statistics are collected for all IVR ports; you cannot configure the system to collect statistics for selected ports.
Page 480 A unique number to identify an IVR port, which is assigned by the Description: server when the voice port is defined. varchar Type: Length: Site The name of the Symposium Express Call Center site, as assigned Description: during installation. varchar Type: Length: SiteID...
Page 481: Section C: Configuration Views
Section C: Configuration views In this section Overview of configuration views AccessRights view ActivityCode view Agent view Application view ApplicationByScript view ApplicationThresholdTemplate view CDN view CodeToMessage view DNIS view DNISThresholdTemplate view Formula view HistoricalStatCollection view HistoricalStatDuration view HistoricalStatStorage view IVRPort view IVRQueue view IVRThresholdTemplate view PhonesetDisplay view...
Page 482 ScheduledSkillsetAssignment view ScheduledSupervisorAssignment view Script view ScriptVariableProperties view ScriptVariables view Skillset view SkillsetByAgent view SkillsetByAssignment view SkillsetThresholdTemplate view SummaryThresholdTemplate view Supervisor view SupervisorAgentAssignment view SupervisorByAssignment view SwitchPort view UserTemplate view UserThresholdTemplate view Views view Symposium Express Call Center...
Page 483: Overview Of Configuration Views
Unsupported data The following types of data are unavailable in Symposium Express Call Center: Threshold classes Therefore, the ApplicationThresholdTemplate, ApplicationTemplate, RouteThresholdTemplate, SkillsetThresholdTemplate, SummaryThresholdTemplate, and UserThresholdTemplate views are not applicable.
Page 484: Accessrights View
Shows whether the user can add or remove agents. Description: char Type: Length: CreateDeleteAllAgentAccess Shows whether the user can add or remove all agents. Description: char Type: Length: ExecuteAccess Shows whether the user can run objects of this type. Description: char Type: Length: Symposium Express Call Center...
Page 485 ExecuteAgentAccess Shows whether the user can run objects of this type to process his Description: or her reporting or associated agents. char Type: Length: ExecuteAllAgentAccess Shows whether the user can run objects of this type for all agents. Description: char Type: Length: GivenName...
Page 486 SurName The desktop user’s last or surname, as defined on the General – Description: User Properties property page. varchar Type: Length: WriteAccess Shows whether the user has modify access for this function. Description: char Type: Length: Symposium Express Call Center...
Page 487 WriteAgentAccess Shows whether the user has modify access for his or her agents. Description: char Type: Length: WriteAllAgentAccess Shows whether the user has modify access for all agents. Description: char Type: Length: Reports and Displays Guide...
Page 488: Activitycode View
The number assigned to the activity code on the Activity Code Description: Properties property sheet. nvchar Type: Length: Name The name assigned to the activity code on the Activity Code Description: Properties property sheet. varchar Type: Length: Symposium Express Call Center...
Page 489: Agent View
Agent view Introduction This view lists agents and their properties. Field descriptions AlternateCallAnswer Shows whether the agent can put a DN call on hold to answer an Description: incoming call. This option is defined for the call presentation class to which the agent belongs.
Page 490 The mode of the agent’s phoneset after returning a call to the Description: queue. varchar Type: Length: ReturnToQueueOnNoAnswer Shows whether unanswered calls are returned to the queue. Description: char Type: Length: ReturnToQueueWaitInterval The time before an unanswered call is returned to the queue. Description: smallint Type: Length: Symposium Express Call Center...
Page 491 SurName The agent’s last or surname, as defined on the General – User Description: Properties property page. varchar Type: Length: SwitchID The switch ID of the phoneset at which the agent is logged on, Description: received from the switch. Type: Length: SwitchPortAddress The switch port address of the phoneset at which the agent is...
Page 492 The agent’s title, as defined on the General – User Properties Description: property page. varchar Type: Length: UnionBreakTimer The length of the break period allowed between calls. This option Description: is defined for the call presentation class to which the agent belongs. smallint Type: Length: Symposium Express Call Center...
Page 493 March 2005 Data dictionary UserID A unique ID for the agent, which is assigned by the server when Description: the agent is added. binary Type: Length: Reports and Displays Guide...
Page 494: Application View
The name of the application, as defined on the General – Description: Application Properties property page. varchar Type: Length: ServiceLevelThreshold The service level threshold for the threshold class to which this Description: application belongs. varchar Type: Length: Symposium Express Call Center...
Page 495 March 2005 Data dictionary TemplateID A unique ID for the application’s threshold class, assigned when Description: the threshold class is added. The threshold class is assigned to the agent on the Threshold Class – User Properties property page. Type: Length: Reports and Displays Guide...
Page 496: Applicationbyscript View
Field descriptions ChildComment Not used in this version. Description: varchar Type: Length: ChildName The name of the referenced script. Description: varchar Type: Length: ChildStatus The status of the referenced script. Description: varchar Type: Length: Symposium Express Call Center...
Page 497 ChildUserFirstName The first or given name of the user who created the referencing Description: script. varchar Type: Length: ChildUserLastName The family or surname of the user who created the referencing Description: script. varchar Type: Length: ParentComment Not used in this version. Description: varchar Type:...
Page 498 Data dictionary Standard 2.0 ParentUserLastName The family or surname of the user who created the referencing Description: script. varchar Type: Length: Symposium Express Call Center...
Page 499: Applicationthresholdtemplate View
ApplicationThresholdTemplate view Introduction The ApplicationThresholdTemplate view lists your applications threshold classes and their threshold levels. Note: This view supersedes the ApplicationTemplate view. Field descriptions Field A field for which a threshold is defined in the threshold class to Description: which the application belongs. varchar Type: Length:...
Page 500 ServiceLevelThreshold The service level threshold for the threshold class. Description: Type: Length: TemplateID A unique identifier for the threshold class, which is assigned by Description: the server when the threshold class is added. Type: Length: Symposium Express Call Center...
Page 501: Cdn View
CDN view Introduction The CDN view lists the CDNs and their assigned names and statuses. Field descriptions Acquire Shows whether there is a request to acquire the CDN. Description: char Type: Length: The number assigned to the CDN on the CDN Properties property Description: sheet.
Page 502 Data dictionary Standard 2.0 Type The call type. Description: Valid values: Local varchar Type: Length: Symposium Express Call Center...
Page 503: Codetomessage View
CodeToMessage view Introduction This view is used internally by the program. Field descriptions Category A system-defined classification for the status code. Description: varchar Type: Length: Code The numeric status code value. Description: Type: Length: The corresponding message text. Description: varchar Type: Length: Reports and Displays Guide...
Page 504: Dnis View
The name of a DNIS, as defined on the DNIS Properties property Description: sheet. varchar Type: Length: ServiceLevelThreshold The service level threshold for the DNIS, as defined on the DNIS Description: Properties property sheet. Type: Length: Symposium Express Call Center...
Page 505 March 2005 Data dictionary TemplateID A unique identifier for the threshold class assigned to this DNIS. Description: The system contains a single, system-defined DNIS threshold class. Type: Length: Reports and Displays Guide...
Page 506: Dnisthresholdtemplate View
Name The system-defined name of the threshold class. Description: varchar Type: Length: ServiceLevelThreshold The service level threshold for the threshold class. Description: Type: Length: TemplateID The system-defined unique identifier for the threshold class. Description: Type: Length: Symposium Express Call Center...
Page 507: Formula View
Formula view Introduction The Formula view lists all of the customized formulas and their definitions. You can use formulas to create customized real-time statistics fields by combining existing statistics fields with mathematical operators. Field descriptions Class The class to which the formula belongs. Description: varchar Type:...
Page 508 FormulaID A unique identifier for a formula, which is assigned by the server Description: when the formula is added. Type: Length: Name The name of the formula. Description: varchar Type: Length: Symposium Express Call Center...
Page 509: Historicalstatcollection View
HistoricalStatCollection view Introduction The HistoricalStatCollection view lists all of the data types Symposium Express Call Center can collect and, for each one, indicates whether it is selected. Field descriptions ActivityCode Shows whether statistics in the activity code statistics group will Description: be collected.
Page 510 Type: Length: Shows whether statistics in the IVR statistics group will be Description: collected. char Type: Length: IVRPort Shows whether statistics in the IVR port statistics group will be Description: collected. char Type: Length: Symposium Express Call Center...
Page 511 IVRPortLogin Shows whether statistics in the IVR port login and logout statistics Description: group will be collected. char Type: Length: RANMusicRoute Shows whether statistics in the RAN/Music route statistics group Description: will be collected. char Type: Length: Route Shows whether statistics in the route statistics group will be Description: collected.
Page 512 Data dictionary Standard 2.0 Trunk Shows whether statistics in the trunk statistics group will be Description: collected. char Type: Length: Symposium Express Call Center...
Page 513: Historicalstatduration View
HistoricalStatDuration view Introduction The HistoricalStatDuration view shows the length of time the server keeps statistics for each collection period and event type. Field descriptions BusinessDaysPerWeek The number of business days per week for which the system Description: collects historical statistics data. smallint Type: Length:...
Page 514 Type: Length: MonthsOfMonthly The number of months monthly statistics are stored by the system. Description: smallint Type: Length: WeeksOfWeekly The number of weeks weekly statistics are stored by the system. Description: smallint Type: Length: Symposium Express Call Center...
Page 515: Historicalstatstorage View
HistoricalStatStorage view Introduction The HistoricalStatStorage view describes the amount of disk space allocated to store historical data. Space allocation depends upon the size of the disk drive. Where properties are defined Historical Statistics Storage Properties are defined on the Historical Statistics Configuration property page.
Page 516 The measured value for this parameter. This is the number Description: currently in use on the system. For example, if the system value for the Active Agents is 3, then 3 agents are currently logged on. Type: Length: Symposium Express Call Center...
Page 517: Ivrport View
IVRPort view Introduction The IVRPort view lists the voice ports. For each port, it provides the switch configuration information. Field descriptions Acquire Shows whether there is a request to acquire the voice port. Description: char Type: Length: IVRPortID A unique identifier for the voice port, which is assigned by the Description: server when the port is added.
Page 518 The switch address of the IVR port, as received from the switch. Description: varchar Type: Length: SwitchPortName The name assigned to the IVR port on the switch, as received from Description: the switch. varchar Type: Length: Symposium Express Call Center...
Page 519: Ivrqueue View
IVRQueue view Introduction The IVRQueue view lists the IVR ACD-DNs and their properties. Field descriptions Acquire Shows whether there is a request to acquire the IVR ACD-DN. Description: char Type: Length: IVRQueueID A unique identifier for the IVR ACD-DN, which is assigned by Description: the server when the IVR ACD-DN is added.
Page 520 Status The status of the IVR ACD-DN. Description: varchar Type: Length: TemplateID The name of the threshold class to which the IVR ACD-DN Description: belongs. Type: Length: Symposium Express Call Center...
Page 521: Ivrthresholdtemplate View
IVRThresholdTemplate view Introduction The IVRThresholdTemplate view lists the IVR threshold classes and their threshold levels. Field descriptions Field The name of field for which a threshold is defined in the threshold Description: class. varchar Type: Length: FieldID A unique identifier for the field, which is assigned by the server Description: when you define a threshold value for the field.
Page 522 Length: ServiceLevelThreshold The service level threshold for this threshold class. Description: Type: Length: TemplateID A unique identifier for the threshold class, which is assigned by Description: the server when the threshold class is added. Type: Length: Symposium Express Call Center...
Page 523: Phonesetdisplay View
PhonesetDisplay view Introduction This view lists the configured display types, the width of each display, and the number of rows in each display. Field descriptions DisplayTypeName The type of display the phoneset uses. Description: Valid values: 1 x 40 Alphanumeric 1 x 16 Alphanumeric 1 x 18 or 1 x 24 Alphanumeric 1 x 12 Numeric...
Page 524: Realtimecolumn View
Description: Valid values: text numeric time bar chart varchar Type: Length: FormulaID A unique identifier for the formula used in this column, which is Description: assigned by the server when the formula is added. Type: Length: Symposium Express Call Center...
Page 525 Label The label of the column, as it appears on the real-time display. Description: varchar Type: Length: TemplateID A unique identifier for a real-time display definition, which is Description: assigned by the server when the real-time display definition is added. Type: Length: ScaleFrom...
Page 526: Realtimestatcollection View
RealTimeStatCollection view Introduction The RealTimeStatCollection view lists the real-time statistical information you configured Symposium Express Call Center to collect. Moving window mode In moving window mode, statistics shown represent the last 10 minutes of system activity. Interval-to-date mode In interval-to-date mode, statistics are collected only for the current interval (defined on the Real-time Statistics Configuration property sheet).
Page 527 ITDAgent Shows whether agent statistics are displayed using the interval-to- Description: date format. char Type: Length: ITDApplication Shows whether application statistics appear using the interval-to- Description: date format. char Type: Length: ITDIVR Shows whether IVR statistics appear using the interval-to-date Description: format.
Page 528 Shows whether IVR statistics appear using the moving window Description: format. char Type: Length: MWRoute Shows whether route statistics appear using the moving window Description: format. varchar Type: Length: MWSkillset Shows whether skillset statistics appear using the moving window Description: format. varchar Type: Length: Symposium Express Call Center...
Page 529: Realtimetemplate View
RealTimeTemplate view Introduction The RealTimeTemplate view lists the real-time display definitions and their general properties. Field descriptions Class The class to which the real-time display definition belongs. Description: varchar Type: Length: Name The name of the real-time display definition. Description: varchar Type: Length:...
Page 530 ViewMode The view mode defined for the real-time display definition. Description: Valid values: Moving Window Interval To Date varchar Type: Length: Symposium Express Call Center...
Page 531: Route View
Route view Introduction The Route view lists the routes and their properties. Field descriptions Acquire Shows whether there is a request to acquire or deacquire the route. Description: char Type: Length: Name The name of the route, as defined on the Route Properties property Description: page.
Page 532 Data dictionary Standard 2.0 TemplateID A unique identifier for the threshold class to which the route Description: belongs, which is assigned by the server when the threshold class is added. Type: Length: Symposium Express Call Center...
Page 533: Routethresholdtemplate View
RouteThresholdTemplate view Introduction The RouteThresholdTemplate view lists the route threshold classes and their threshold levels. Field descriptions Field The name of the field for which a threshold is defined in the Description: threshold class. varchar Type: Length: FieldID A unique identifier for the field, which is assigned by the server Description: when you define a threshold value for the field.
Page 534 Name The name of the route threshold class. Description: varchar Type: Length: TemplateID A unique identifier for the threshold class, which is assigned by Description: the server when the threshold class is added. Type: Length: Symposium Express Call Center...
Page 535: Scheduledskillsetassignment View
ScheduledSkillsetAssignment view Introduction The ScheduledSkillsetAssignment view lists agent to skillset assignments and their properties. Field descriptions AssignID A unique identifier for the assignment, which is assigned by the Description: server when the assignment is added. Type: Length: AssignName The name of the agent to skillset assignment, as defined on the Description: General –...
Page 536 General – Skillset Properties property page. varchar Type: Length: SkillsetState The current state of the skillset. Description: Valid values: Standby Active varchar Type: Length: Status The status of the agent to skillset assignment. Description: Valid values: Edited/Saved Ran OK Symposium Express Call Center...
Page 537 Ran with error Scheduled Never scheduled Duplicate assignment entry varchar Type: Length: UserGivenName The given or first name of the agent, as defined on the General – Description: User Properties property page. varchar Type: Length: UserID A unique ID for the agent, which is assigned by the server when Description: the agent is added.
Page 538: Scheduledsupervisorassignment View
Type: Length: AssignName The name of the agent to supervisor assignment, as defined on the Description: General – Agent to Supervisor Assignment Properties property page. varchar Type: Length: AssignType The assignment type. Description: varchar Type: Length: Symposium Express Call Center...
Page 539 Comment The comments defined on the General – Agent to Supervisor Description: Assignment Properties property page, if any. varchar Type: Length: ErrorCode A numeric value for the error encountered when the assignment Description: last ran (if any). Type: Length: Status The status of the agent to supervisor assignment.
Page 540 General – User Properties property page for the supervisor. varchar Type: Length: Type The assignment type. Description: Valid values: P (Reporting) S (Associated) char Type: Length: Symposium Express Call Center...
Page 541: Script View
Script view Introduction The Script view lists the scripts and their properties. Field descriptions Comment Additional information about the script, as defined on the Script Description: Properties property sheet, if any. varchar Type: Length: GivenName The first or given name of the user who performed the most recent Description: action on the script.
Page 542 SurName The last or surname of the user who performed the most recent Description: action on the script. varchar Type: Length: Type The type of script. Description: Valid values: Local Master Primary Secondary varchar Type: Length: Symposium Express Call Center...
Page 543: Scriptvariableproperties View
ScriptVariableProperties view Introduction The ScriptVariableProperties view lists the script variables and their properties. Field descriptions Class The name of the variable class to which this variable belongs. Description: Valid values: Item Set Of Values varchar Type: Length: Comment Not used. Description: Grouping The name of the variable group to which this variable belongs.
Page 544 Status The status of the variable. Description: Valid values: Activated Deactivated varchar Type: Length: Type The data type of the variable. Description: varchar Type: Length: Symposium Express Call Center...
Page 545: Scriptvariables View
ScriptVariables view Introduction The ScriptVariables view lists the script variables. For each variable, it provides the variable status and type, and the name, status, and type of any scripts that use that variable. Field descriptions Script The name of a script that uses this variable, as defined in the Description: Scripts window.
Page 546 Variable The name of the script variable. Description: varchar Type: Length: VariableStatus The status of the variable. Description: Valid values: Activated Deactivated varchar Type: Length: VariableType The data type of the variable. Description: varchar Type: Length: Symposium Express Call Center...
Page 547: Skillset View
Skillset view Introduction The Skillset view lists all skillsets and their general properties. Field descriptions ActivityCode The default activity code for the skillset. Description: varchar Type: Length: CallAgePreference The call age preference for a skillset. Description: Valid values: 18 (Oldest) 19 (First in Queue) any other value (None) smallint...
Page 548 Calls with a talk time less than this value are considered to be short calls. Type: Length: NightServiceType The night service type for a skillset. Valid values: 20 (Transition) 21 (Night) any other value (None) smallint Type: Length: Symposium Express Call Center...
Page 549 ServiceLevelThreshold The service level for the threshold class to which the skillset Description: belongs. Type: Length: Skillset The name of the skillset, as defined on the Skillset Properties Description: property sheet. varchar Type: Length: SkillsetID A unique identifier for the skillset, which is assigned by the server Description: when the skillset is added.
Page 550: Skillsetbyagent View
1 is the highest priority and 48 is the lowest priority. tinyint Type: Length: SkillsetID A unique identifier for the skillset, assigned when the skillset is Description: added. Type: Length: SkillsetState The skillset state. Description: Valid values: Standby Active varchar Type: Length: Symposium Express Call Center...
Page 551 March 2005 Data dictionary UserID A unique ID for an agent assigned to this skillset, which is Description: assigned by the server when the agent is added. binary Type: Length: Reports and Displays Guide...
Page 552: Skillsetbyassignment View
The comments defined on the General – Agent to Skillset Description: Assignment property page, if any. varchar Type: Length: ErrorCode A numeric value for the error encountered when the assignment Description: last ran (if any). Type: Length: Symposium Express Call Center...
Page 553 Priority The agent’s priority for this skillset. Description: 1–48 Range: where 1 is the highest priority and 48 is the lowest priority. tinyint Type: Length: SkillsetID A unique identifier for the skillset to which the agent is assigned Description: when this assignment is run. This identifier is assigned by the server when the skillset is added.
Page 554 The family or surname of the agent, as defined on the General – Description: User Properties property page. varchar Type: Length: UserTelsetLoginID The numeric ID the agent uses to log on to the phoneset, as Description: defined on the Phoneset – User Properties property page. varchar Type: Length: Symposium Express Call Center...
Page 555: Skillsetthresholdtemplate View
SkillsetThresholdTemplate view Introduction The SkillsetThresholdTemplate view lists the skillset threshold classes and their threshold levels. Field descriptions Field The name of the field for which a threshold is defined in the Description: threshold class. varchar Type: Length: FieldID A unique identifier for the field, which is assigned by the server Description: when you define a threshold value for the field.
Page 556 Length: ServiceLevelThreshold The service level threshold for this threshold class. Description: Type: Length: TemplateID A unique identifier for the threshold class, which is assigned by Description: the server when the threshold class is added. Type: Length: Symposium Express Call Center...
Page 557: Summarythresholdtemplate View
SummaryThresholdTemplate view Introduction The SummaryThresholdTemplate view lists the thresholds defined for the Nodal threshold class. Field descriptions Field The name of field for which a threshold is defined in the threshold Description: class. varchar Type: Length: FieldID A unique identifier for the field, which is assigned by the server Description: when you define a threshold value for the field.
Page 558 Name The name of the nodal threshold class. Description: varchar Type: Length: TemplateID A unique identifier for the threshold class, which is assigned by Description: the server when the threshold class is added. Type: Length: Symposium Express Call Center...
Page 559: Supervisor View
Supervisor view Introduction The Supervisor view lists all of the Symposium Express Call Center supervisors and their general properties. Field descriptions Comment The comments defined on the General – User Properties property Description: page, if any. varchar Type: Length: Department...
Page 560 Type: Length: TelsetLoginID The numeric ID the supervisor uses to log on to the phoneset, as Description: defined on the Phoneset – User Properties property page. varchar Type: Length: Symposium Express Call Center...
Page 561 TemplateID A unique identifier for the access class to which the supervisor Description: belongs, which is assigned by the server when the access class is added. Type: Length: TemplateName The name of the access class to which the supervisor belongs. Description: nvarchar Type:...
Page 562: Supervisoragentassignment View
Phoneset – User Properties property page for the agent. varchar Type: Length: AgentUserID A unique ID for the agent, which is assigned by the server when Description: the agent is added. binary Type: Length: Symposium Express Call Center...
Page 563 SupervisorGivenName The first or given name of the supervisor, as defined on the Description: General – User Properties property page for the supervisor. varchar Type: Length: SupervisorSurname The surname or family name of the supervisor, as defined on the Description: General –...
Page 564: Supervisorbyassignment View
Type: Length: AssignName The name of the agent to supervisor assignment, as defined on the Description: Agent to Supervisor Assignment Properties property sheet. varchar Type: Length: AssignType The assignment type. Description: varchar Type: Length: Symposium Express Call Center...
Page 565 Comment The comments defined on the Agent to Supervisor Assignment Description: property sheet, if any. varchar Type: Length: ErrorCode A numeric value for the error encountered when the assignment Description: last ran (if any). Type: Length: Status The status of the agent to supervisor assignment. Description: Valid values: Edited/Saved...
Page 566 General – User Properties property page for the supervisor. varchar Type: Length: Type The assignment type. Description: Valid values: P (Reporting) S (Associated) varchar Type: Length: Symposium Express Call Center...
Page 567: Switchport View
SwitchPort view Introduction This view lists phoneset ports and their switch configuration information. Field descriptions Acquire Shows whether there is a request to acquire or deacquire the route. Description: char Type: Length: Name The switch port name of the phoneset at which the agent is logged Description: on, as received from the switch.
Page 568 The status of the phoneset. Description: varchar Type: Length: SwitchID The switch ID of the phoneset at which the agent is logged on, Description: received from the switch. Type: Length: Type The phoneset type. Description: varchar Type: Length: Symposium Express Call Center...
Page 569: Usertemplate View
UserTemplate view Introduction The UserTemplate view lists the agent call presentation classes and their properties. Field descriptions AlternateCallAnswer Shows whether the agent can put a DN call on hold to answer an Description: incoming call. This option is defined for the call presentation class to which the agent belongs.
Page 570 Type: Length: UnionBreakTimer The length of the break period allowed between calls. This option Description: is defined for the call presentation class to which the agent belongs. smallint Type: Length: Symposium Express Call Center...
Page 571: Userthresholdtemplate View
UserThresholdTemplate view Introduction The UserThresholdTemplate view lists the agent threshold classes and their properties. Field descriptions FieldID A unique identifier for the field, which is assigned by the server Description: when you define a threshold value for the field. Type: Length: Level1 The low end of the normal range for the field.
Page 572 Data dictionary Standard 2.0 ThresholdTemplateID A unique identifier for the threshold class, which is assigned by Description: the server when the threshold class is added. Type: Length: Symposium Express Call Center...
Page 573: Views View
Views view Introduction This view lists all of the database views available in the Symposium Express Call Center database. Field descriptions ColumnName The name of a field in the view. This name is not necessarily the Description: same as the field label printed on the report. varchar Type: Length:...
Page 574 Data dictionary Standard 2.0 Symposium Express Call Center...
Page 575: Agent State Tracking
A p p e n d i x C Agent state tracking In this appendix Overview Pegging of agent state Real-time status Reports and Displays Guide...
Page 576: Overview
Agent state tracking Standard 2.0 Overview Introduction This appendix describes how agent states are pegged in historical statistics. Symposium Express Call Center...
Page 577: Pegging Of Agent State
Pegging of agent state Introduction This section shows how agent state is pegged in reports for several different Incalls and DN key statuses. If the agent key status is Incalls key DN key no call present no call present no call present incoming DN call active no call present...
Page 578 DN call on hold Agent time is pegged against the following states: • • • • • • • • • • • Symposium Express Call Center • • • • • • • • • •...
Page 579 If the agent key status is Incalls key DN key ACD/NACD call no call present ringing ACD/NACD call no call present active ACD/NACD call on no call present hold Not ready no call present Not ready Incoming DN call active Not ready Incoming DN call on hold...
Page 580 If the Answer call by placing DN on hold option is enabled for the agent’s call presentation class, agent time is pegged against the Waiting state when no call is present on the agent’s Incalls key, and the agent has a DN call (incoming or outgoing) on hold. Symposium Express Call Center...
Page 581: Real-Time Status
Real-time status Introduction This section shows how agent state is reported on real-time displays. If the agent key status is Incalls key DN key no call no call present present no call incoming DN present call active no call incoming DN present call on hold no call...
Page 582 Status Status Active On hold Active On Hold On hold Active On hold On hold Active On hold On hold Active On hold On hold Busy ACD/ NACD Active ACD/ NACD on hold Symposium Express Call Center Walk- away Status...
Page 583 If the agent key status is Incalls key DN key Not ready no call present Not ready Incoming DN call active Not ready Incoming DN call on hold Not ready Outgoing DN call active Not ready Outgoing DN call on hold Call on hold;...
Page 584 Agent state tracking Standard 2.0 Symposium Express Call Center...
Page 585: Entity Relationship Diagrams
A p p e n d i x D Entity relationship diagrams In this appendix Overview of entity relationships IDEF1X notation conventions Statistics entity relationships Symposium database entity relationships Reports and Displays Guide...
Page 586: Overview Of Entity Relationships
Overview of entity relationships The diagrams in this section show the relationships between the Symposium Express Call Center Database views. This section contains diagrams illustrating each statistics group, plus an overall diagram showing all relationships within the database. The notation convention used for the entity relationship diagrams is IDEF1X.
Page 587: Idef1X Notation Conventions
IDEF1X notation conventions Overview Integration DEFinition 1 eXtended (IDEF1X) is a standard language used to develop a logical model of data. By using this modeling language, you can produce a graphical information model that represents the structure and semantics of information with a system. History of IDEF1X The Integrated Computer Aided Manufacturing (ICAM) studies conducted by the United States Air Force in the late 1970s identified a set of three graphic...
Page 588 Independent entities are represented by square-corner boxes. Entity-Name key-area data-area Dependent entity Dependent entities depend on one or more other entities for their identification. Dependent entities are represented by boxes with rounded corners. Entity-Name key-area data-area Symposium Express Call Center...
Page 589 Primary key To use an entity, you must be able to identify instances uniquely; that is, you must be able to distinguish one from another. The set of attributes that uniquely identifies an entity is called its primary key. Application ApplicationID In the preceding illustration, ApplicationID is the primary key for the Application entity.
Page 590 When using an inversion entry, however, you may not find exactly one instance. Inversion entries are shown as attribute (IEn) In the following illustration, Name is an inversion entry. iApplicationStat Timestamp ApplicationID (FK) iIVRPortStat Timestamp IVRPortID.SwitchPortAddress(FK) IVRQueueID (FK) Symposium Express Call Center...
Page 591 Application ApplicationID Name (IE1) Relationship notation The following terms are used to describe the relationships between entities: Relationships Relationships represent connections, links, or associations between entities. Relationships in an information model represent some of the business rules that describe the area being modeled. IDEF1X, unlike some other modeling languages, insists that all relationships be binary;...
Page 592 Parent Entity parent_key Cardinality notation The following notation shows the number of child attributes involved in the relationship: One-to-zero-or-more One-to-one-or-more One-to-zero-or-one One-to-exactly-N Child Entity child_key parent_key (FK) Symposium Express Call Center...
Page 593: Statistics Entity Relationships
March 2005 Entity relationship diagrams Statistics entity relationships Activity code statistics Reports and Displays Guide...
Page 594 Entity relationship diagrams Standard 2.0 Agent by application statistics Symposium Express Call Center...
Page 595 March 2005 Entity relationship diagrams Agent by skillset statistics Agent logon statistics Reports and Displays Guide...
Page 596 Entity relationship diagrams Standard 2.0 Agent performance statistics Application statistics Symposium Express Call Center...
Page 597 March 2005 Entity relationship diagrams CDN statistics DNIS statistics IVR port logon statistics Reports and Displays Guide...
Page 598: Ivr Statistics
Entity relationship diagrams Standard 2.0 IVR port statistics IVR statistics RAN/music route statistics Symposium Express Call Center...
Page 599 March 2005 Entity relationship diagrams Route statistics Skillset statistics Reports and Displays Guide...
Page 600: Trunk Statistics
Entity relationship diagrams Standard 2.0 Trunk statistics Symposium Express Call Center...
Page 601: Symposium Database Entity Relationships
March 2005 Entity relationship diagrams Symposium database entity relationships Introduction The following pages show all relationships within the database. Reports and Displays Guide...
Page 602 Entity relationship diagrams Standard 2.0 Symposium Express Call Center...
Page 603 March 2005 Entity relationship diagrams Reports and Displays Guide...
Page 604 Entity relationship diagrams Standard 2.0 Symposium Express Call Center...
Page 605: Glossary
A resource configured on the switch that is under the control of the Symposium Express Call Center server. Resources must be configured with matching values on both the switch and the Symposium Express Call Center server. activated script A script that is processing calls or is ready to process calls.
Page 606 A table configured on the switch that contains a list of ACD-DNs used to define routes for incoming calls. This ensures that incoming calls not processed by Symposium Express Call Center will be queued to ACD groups and handled by available agents.
Page 607: Call Priority
See also skillset priority. call treatment The way Symposium Express Call Center handles a call while it is waiting to be answered by a call center agent. For example, a caller can hear a recorded announcement or music while waiting for an agent.
Page 608: Dialed Number Identification Service
A configured user who can log on to Symposium Express Call Center from a client PC. DHCP See dynamic host configuration protocol.
Page 609 See directory number. DN call See directory number call. DNIS See Dialed Number Identification Service. driver A program that controls a device. Each device, whether it is a printer, disk drive, or keyboard, must have a driver program. A driver acts like a translator between the device and the programs that use the device.
Page 610: Interactive Voice Response
IP address is a 32-bit numeric address written as four numbers separated by periods. Each number can be 0 to 255. For example, 1.160.10.240 could be an IP address. IP address See Internet Protocol address. See Interactive voice response. IVR ACD-DN See Interactive voice response ACD-DN. Symposium Express Call Center...
Page 611: Meridian Link Services
Meridian Link Services A communications facility that provides an interface between the switch and a third-party host application. Meridian Mail A Nortel product that provides voice messaging and other voice and fax services. See Meridian Link Services. See Meridian Mail.
Page 612 The action of incrementing statistical counters to track and report on system events. pegging threshold A threshold used to define a cut-off value for statistics such as short call and service level. Pegging thresholds are used in reports. See Performance Enhancement Package. Symposium Express Call Center...
Page 613 Performance Enhancement Package A Symposium Express Call Center supplementary software application that enhances the functionality of previously released software by improving performance, adding functionality, or correcting a problem discovered since the original release. phoneset The physical device, connected to the switch, to which calls are presented. Each agent and supervisor must have a phoneset.
Page 614: Service Level Threshold
A computer or device on a network that manages network resources. Examples of servers include file servers, print servers, network servers, and database servers. The Symposium Express Call Center server is used to configure the operations of the call center. See also client.
Page 615 Symposium Express Call Center. See also acquired resource. Symposium Express Call Center call A call to a CDN that is controlled by Symposium Express Call Center. The call is presented to the Incalls key on an agent’s phoneset. TCP/IP See Transmission Control Protocol/Internet Protocol.
Page 616 Voice Services A Voice Services card installed in the Meridian 1 switch, which provides front- end voice processing capability to Symposium Express Call Center. Customer- entered data in the form of digits entered through phoneset keys can be collected and used in call treatments. These treatments include recorded announcements, menu options, and screen pops.
Page 617: Index
Index – abandon delay abandoned call delays application statistics DNIS statistics – skillset statistics abandoned calls application statistics CDN statistics DNIS statistics during presentation – IVR statistics IVR treatment trunk statistics abandoned delay spectrum AbdDelay fields access classes – reports –...
Page 618 AgentUserID field aliases. See database aliases AllAgentBusyTime field AllTrunksBusy field AllTrunksBusyTime field AlternateCallAnswer field AnsDelay fields – answer delay – answered call delays application statistics at skillset example – – – – – – – – – Symposium Express Call Center...
Page 619 DNIS statistics IVR statistics skillset statistics trunk statistics answered calls agent by application statistics agent by skillset statistics agent performance statistics application statistics CDN statistics – DNIS statistics IVR port statistics IVR statistics NACD calls short calls – skillset statistics trunk statistics answered delay spectrum Application By Activity Code report...
Page 620 CallsNACDOut field CallsNetworkedOut field CallsNotTreated field CallsNotTreatedAftThreshold field CallsNotTreatedDelay field CallsOffered field AgentPerformance views ApplicationStat views CDNStat views DNISStat views IVRStat views SkillsetStat views TrunkStat views CallsReturnedToQ field CallsReturnedToQDueToTimeout field CallsTerminated field CallsTransferred field IVRPortStat views Symposium Express Call Center...
Page 621 IVRStat views CallsTransferredIn field Category field CBC database CDN field CDN view CDNStat views HistoricalStatCollection view – CDN Properties report – CDN reports – CDN statistics – CDN Statistics report – CDN view CDNCallsConfTo Other field CDNCallsConfToCDN field CDNCallsConfToDN field CDNCallsConfToIncalls field CDNCallsTransferredToCDN field CDNCallsTransferredToDN field...
Page 622 DisplayTypeName field dIVRPortStat view dIVRStat view DN calls reports DN field DNCallsConfToACDDN field DNCallsConfToCDN field DNCallsConfToDN field DNCallsConfToOther field DNCallsTransferredToACDDN field DNCallsTransferredToCDN DNCallsTransferredToDN field DNCallsTransferredToOther field DNInExtCalls field DNInExtCallsHoldTime – – – – – – – – Symposium Express Call Center...
Page 623 DNInExtCallsTalkTime field DNInIntCalls field DNInIntCallsHoldTime DNInIntCallsTalkTime field DNIS field DNIS view DNISStat views HistoricalStatCollection view – DNIS Properties report – DNIS reports – DNIS statistics – DNIS Statistics report DNIS threshold classes – DNIS view DNIS_PREFIX DNISName field DNISs – properties –...
Page 624 IntervalDuration field intervals IntervalStartTime field interval-to-date mode iRANMusicRouteStat view iRouteStat view iSkillsetStat view ITDAgent field ITDApplication field ITDIVR field – – – – – – – – – – – – – – – – – Symposium Express Call Center –...
Page 625 ITDRoute field ITDSkillset field – iTrunkStat view IVR ACD-DN threshold classes IVR ACD-DNs. See IVR queues IVR field IVR Port First Login/Last Logout report – IVR port statistics – linkages – login and logout IVR Port Statistics report IVR ports login and logout statistics –...
Page 626 NACD out ApplicationStat views DNISStat views NACD treatment NACDCallsAnswered field NACDCallsTalkTime field Name field ActivityCode view Application view ApplicationThresholdTemplate view CDN view DNIS view DNISThresholdTemplate view – – – – – – – – – – Symposium Express Call Center –...
Page 627 Formula view IVRPort view IVRQueue view IVRThresholdTemplate view RealTimeTemplate view Route view RouteThresholdTemplate view Script view ScriptVariableProperties view SkillsetThresholdTemplate view SummaryThresholdTemplate view SwitchPort view UserThresholdTemplate view Views view – network activity network incoming calls application statistics network outgoing call blocked statistics network outgoing calls DNIS statistics New Name box...
Page 628 Agent By Skillset Performance Agent DN Performance Agent Login/Logout – – – – – – – – – – – – – – – – – – – – – – Symposium Express Call Center – – – – –...
Page 629 – Agent Performance Agent Performance By Supervisor – Agent Short Calls Agent Transferred/Conferenced Activity – – Application – application Application By Activity Code Application Call Treatment Application Delay Before Abandon Application Delay Before Answer Application Performance – CDN Statistics – changing properties of –...
Page 630 SiteID field ActivityCodeStat views – AgentByApplicationStat views AgentBySkillset Stat views AgentPerformance views ApplicationStat views CDNStat views DNISStat views eAgentLoginStat view eCallbyCallStat views eIVRPortLoginStat view IVRPortStat views – IVRStat views RANMusicRouteStat views – – Symposium Express Call Center...
Page 631 RouteStat fields SkillsetStat views TrunkStat views Sites box size of database skills required skillset assignments Skillset By Application report Skillset field AgentBySkillset views HistoricalStatCollection view Skillset view SkillsetStat views Skillset Performance report Skillset Properties report – skillset real-time display – –...
Page 632 AgentBySkillset views AgentPerformanceStat views DNISStat views IVRPortStat views Telephone Display Properties report TelsetLoginID field Agent view eCallbyCallStat views Supervisor view Template field TemplateID field Agent view Application view ApplicationThresholdTemplate view DNISThresholdTemplate view IVRQueue view – Symposium Express Call Center –...
Page 633 IVRThresholdTemplate view RealTimeColumn view Route view RouteThresholdTemplate view SkillsetThresholdTemplate view SummaryThresholdTemplate view Supervisor view UserTemplate view TemplateName field terminated calls third-party IVR application threshold class properties threshold classes – agent – application DNIS – IVR queue – nodal – route –...
Page 634 Width field wIVRPortStat view wIVRStat view wRANMusicRouteStat view WriteAccess field WriteAgentAccess field WriteAllAgentAccess field wRouteStat view wSkillsetStat view wTrunkStat view – – – – – – – – – – – – – – – – – Symposium Express Call Center...
Page 635: Chapter,
_______________________________________________________________________________ _______________________________________________________________________________ Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Doc- umentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland. Reader Response Form Nortel Symposium Express Call Center Product release 4.2...
Page 638 Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

This manual is also suitable for:

Symposium express call center

Nortel Express Call Center User Manual

Quick Links

Related Manuals for Nortel Express Call Center

Summary of Contents for Nortel Express Call Center