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Avaya CCM 3.1 Standard Reports

Avaya CCM 3.1 Standard Reports

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CCM 3.1

Standard Reports

38DHB0002UKEM Issue 4 (18/07/2002)

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  • Page 1: Standard Reports

    CCM 3.1 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 2: Table Of Contents

    Incoming Pilot Summary ..........................72 Pilot Call Duration............................74 Pilot Distribution by Target ..........................75 Pilot Distribution .............................76 Pilot Response ...............................77 Pilot Routing ..............................78 Pilot Summary (all calls)..........................79 Pilot Summary ..............................80 Various Reports ..........................81 CCM 3.1 Page 2 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 3 Outgoing Most Expensive Dialled Number ....................93 Time in Activity ........................94 General Rules......................... 95 General Rule for Account Coded Calls..................95 General Rule for Target Reports ....................95 Technical Tip ............................ 95 Glossary..........................96 CCM 3.1 Page 3 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 4: Standard Reports

    Introduction Standard Reports Introduction This manual contains a list of the Avaya Standard Reports available within the Report Manager program, together with their individual explanation. In this manual the Standard Reports are divided into the following sections: "Reports by Account Codes" on page 5.

  • Page 5: Reports By Account Codes

    "Account Code Log by Target (Graphical)" on page 14. "Account Code Log by Target" on page 16. "Outgoing Account Code Log (Graphical)" on page 17. "Outgoing Account Code Log" on page 18. CCM 3.1 Page 5 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 6: Account Code Log By Agent Group (Graphical)

    Standard Reports Reports by Account Codes Account Code Log by Agent Group (Graphical) Description CCM 3.1 Page 6 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 7: Account Code Log By Agent Group

    Standard Reports Reports by Account Codes Account Code Log by Agent Group Description CCM 3.1 Page 7 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 8: Account Code Log By Ddi (Graphical)

    Standard Reports Reports by Account Codes Account Code Log by DDI (Graphical) Description CCM 3.1 Page 8 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 9 Standard Reports Reports by Account Codes CCM 3.1 Page 9 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 10: Account Code Log By Pilot (Graphical)

    Standard Reports Reports by Account Codes Account Code Log by Pilot (Graphical) Description CCM 3.1 Page 10 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 11 Standard Reports Reports by Account Codes CCM 3.1 Page 11 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 12: Account Code Log By Ddi

    Standard Reports Reports by Account Codes Account Code Log by DDI Description CCM 3.1 Page 12 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 13: Account Code Log By Pilot

    Standard Reports Reports by Account Codes Account Code Log by Pilot Description CCM 3.1 Page 13 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 14: Account Code Log By Target (Graphical)

    Standard Reports Reports by Account Codes Account Code Log by Target (Graphical) Description CCM 3.1 Page 14 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 15 Standard Reports Reports by Account Codes CCM 3.1 Page 15 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 16: Account Code Log By Target

    Standard Reports Reports by Account Codes Account Code Log by Target Description CCM 3.1 Page 16 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 17: Outgoing Account Code Log (Graphical)

    Standard Reports Reports by Account Codes Outgoing Account Code Log (Graphical) Description CCM 3.1 Page 17 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 18: Outgoing Account Code Log

    Standard Reports Reports by Account Codes Outgoing Account Code Log Description CCM 3.1 Page 18 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 19: Reports By Agent Activity

    "Agent Tabular" on page 37. "Outgoing Agent Cost" on page 40. "Outgoing Most Called Destination by Agent Group" on page 38. "Transfer Call Tracking Details by Agent" on page 39. CCM 3.1 Page 19 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 20: Agent Activity Report

    Standard Reports Reports by Agent Activity Agent Activity Report Description CCM 3.1 Page 20 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 21: Agent Activity Trace

    Standard Reports Reports by Agent Activity Agent Activity Trace Description CCM 3.1 Page 21 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 22: Agent Callback Request

    Standard Reports Reports by Agent Activity Agent Callback Request Description CCM 3.1 Page 22 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 23: Agent Group Busy Status

    Standard Reports Reports by Agent Activity Agent Group Busy Status Description CCM 3.1 Page 23 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 24: Agent Group Graphical Summary (All Calls)

    Standard Reports Reports by Agent Activity Agent Group Graphical Summary (all calls) CCM 3.1 Page 24 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 25 Standard Reports Reports by Agent Activity Description CCM 3.1 Page 25 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 26: Agent Group Graphical Summary

    Standard Reports Reports by Agent Activity Agent Group Graphical Summary CCM 3.1 Page 26 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 27 Standard Reports Reports by Agent Activity Description CCM 3.1 Page 27 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 28: Agent Group Member Call Duration (All Calls)

    Standard Reports Reports by Agent Activity Agent Group Member Call Duration (all calls) Description CCM 3.1 Page 28 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 29 Standard Reports Reports by Agent Activity CCM 3.1 Page 29 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 30: Agent Group Member Call Duration

    Standard Reports Reports by Agent Activity Agent Group Member Call Duration Description CCM 3.1 Page 30 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 31 Standard Reports Reports by Agent Activity CCM 3.1 Page 31 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 32: Agent Group Tabular

    Standard Reports Reports by Agent Activity Agent Group Tabular Description CCM 3.1 Page 32 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 33: Agent Group Tabular Summary (All Calls)

    Standard Reports Reports by Agent Activity Agent Group Tabular Summary (all calls) Description CCM 3.1 Page 33 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 34: Agent Group Tabular Summary

    Standard Reports Reports by Agent Activity Agent Group Tabular Summary Description CCM 3.1 Page 34 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 35 Standard Reports Reports by Agent Activity CCM 3.1 Page 35 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 36: Agent Individual

    Standard Reports Reports by Agent Activity Agent Individual Description CCM 3.1 Page 36 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 37: Agent Tabular

    Standard Reports Reports by Agent Activity Agent Tabular Description CCM 3.1 Page 37 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 38: Outgoing Most Called Destination By Agent Group

    Standard Reports Reports by Agent Activity Outgoing Most Called Destination by Agent Group Description CCM 3.1 Page 38 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 39: Transfer Call Tracking Details By Agent

    Standard Reports Reports by Agent Activity Transfer Call Tracking Details by Agent Description CCM 3.1 Page 39 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 40: Outgoing Agent Cost

    Standard Reports Reports by Agent Activity Outgoing Agent Cost Description CCM 3.1 Page 40 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 41: Trunk Reports

    "Trunk Group Activity" on page 42. "Trunk Group Busy" on page 44. "Trunk Group Call Duration" on page 46. "Trunk Group Response" on page 48. "Trunk Group Summary" on page 45. CCM 3.1 Page 41 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 42: Trunk Group Activity

    Standard Reports Trunk Reports Trunk Group Activity Description CCM 3.1 Page 42 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 43 Standard Reports Trunk Reports CCM 3.1 Page 43 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 44: Trunk Group Busy

    Standard Reports Trunk Reports Trunk Group Busy Description CCM 3.1 Page 44 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 45: Trunk Group Summary

    Standard Reports Trunk Reports Trunk Group Summary Description CCM 3.1 Page 45 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 46: Trunk Group Call Duration

    Standard Reports Trunk Reports Trunk Group Call Duration Description CCM 3.1 Page 46 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 47 Standard Reports Trunk Reports CCM 3.1 Page 47 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 48: Trunk Group Response

    Standard Reports Trunk Reports Trunk Group Response Description CCM 3.1 Page 48 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 49 Standard Reports Trunk Reports CCM 3.1 Page 49 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 50 Standard Reports Trunk Reports CCM 3.1 Page 50 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 51: Cli Reports

    Reports covered in this section are: "Customer Tracking by Area Code" on page 55 "Customer Tracking by Call Identifier" on page 54. "Customer Tracking by CLI" on page 52. "Lost Call CLI" on page 53. CCM 3.1 Page 51 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 52: Customer Tracking By Cli

    Standard Reports CLI Reports Customer Tracking by CLI Description CCM 3.1 Page 52 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 53: Lost Call Cli

    Standard Reports CLI Reports Lost Call CLI Description CCM 3.1 Page 53 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 54: Customer Tracking By Call Identifier

    Standard Reports CLI Reports Customer Tracking by Call Identifier Description CCM 3.1 Page 54 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 55: Customer Tracking By Area Code

    Standard Reports CLI Reports Customer Tracking by Area Code Description CCM 3.1 Page 55 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 56 Standard Reports CLI Reports CCM 3.1 Page 56 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 57: Ddi Reports

    "DDI Distribution" on page 61. "DDI Response" on page 62. "DDI Routing" on page 63. "DDI Summary (all calls)" on page 64. "DDI Summary" on page 66. "Incoming DDI Summary" on page 68. CCM 3.1 Page 57 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 58: Ddi Call Duration

    Standard Reports DDI Reports DDI Call Duration Description CCM 3.1 Page 58 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 59 Standard Reports DDI Reports CCM 3.1 Page 59 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 60: Ddi Distribution By Target

    Standard Reports DDI Reports DDI Distribution by Target Description CCM 3.1 Page 60 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 61: Ddi Distribution

    Standard Reports DDI Reports DDI Distribution Description CCM 3.1 Page 61 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 62: Ddi Response

    Standard Reports DDI Reports DDI Response Description CCM 3.1 Page 62 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 63: Ddi Routing

    Standard Reports DDI Reports DDI Routing Description CCM 3.1 Page 63 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 64: Ddi Summary (All Calls)

    Standard Reports DDI Reports DDI Summary (all calls) Description CCM 3.1 Page 64 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 65 Standard Reports DDI Reports CCM 3.1 Page 65 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 66: Ddi Summary

    Standard Reports DDI Reports DDI Summary Description CCM 3.1 Page 66 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 67 Standard Reports DDI Reports CCM 3.1 Page 67 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 68: Incoming Ddi Summary

    Standard Reports DDI Reports Incoming DDI Summary Description CCM 3.1 Page 68 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 69 Standard Reports DDI Reports CCM 3.1 Page 69 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 70 Standard Reports DDI Reports CCM 3.1 Page 70 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 71: Pilot Reports

    "Pilot Distribution by Target" on page 75. "Pilot Distribution" on page 76 "Pilot Response" on page 77. "Pilot Routing" on page 78. "Pilot Summary (all calls)" on page 79. "Pilot Summary" on page 80. CCM 3.1 Page 71 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 72: Incoming Pilot Summary

    Standard Reports Pilot Reports Incoming Pilot Summary Description CCM 3.1 Page 72 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 73 Standard Reports Pilot Reports CCM 3.1 Page 73 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 74: Pilot Call Duration

    Standard Reports Pilot Reports Pilot Call Duration Description CCM 3.1 Page 74 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 75: Pilot Distribution By Target

    Standard Reports Pilot Reports Pilot Distribution by Target Description CCM 3.1 Page 75 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 76: Pilot Distribution

    Standard Reports Pilot Reports Pilot Distribution Description CCM 3.1 Page 76 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 77: Pilot Response

    Standard Reports Pilot Reports Pilot Response Description CCM 3.1 Page 77 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 78: Pilot Routing

    Standard Reports Pilot Reports Pilot Routing Description CCM 3.1 Page 78 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 79: Pilot Summary (All Calls)

    Standard Reports Pilot Reports Pilot Summary (all calls) Description CCM 3.1 Page 79 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 80: Pilot Summary

    Standard Reports Pilot Reports Pilot Summary Description CCM 3.1 Page 80 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 81: Various Reports

    "VM Call Flow Monitor by Call Flow Name" on page 82. "VM Call Flow Monitor by Topic" on page 83. "VM Call Flow Monitor" on page 84. "VM Summary" on page 86. CCM 3.1 Page 81 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 82: Vm Call Flow Monitor By Call Flow Name

    Standard Reports Various Reports VM Call Flow Monitor by Call Flow Name Description CCM 3.1 Page 82 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 83: Vm Call Flow Monitor By Topic

    Standard Reports Various Reports VM Call Flow Monitor by Topic Description CCM 3.1 Page 83 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 84: Vm Call Flow Monitor

    Standard Reports Various Reports VM Call Flow Monitor Description CCM 3.1 Page 84 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 85: Outgoing Most Called Destination

    Standard Reports Various Reports Outgoing Most Called Destination Description CCM 3.1 Page 85 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 86: Vm Summary

    Standard Reports Various Reports VM Summary Description CCM 3.1 Page 86 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 87 Standard Reports Various Reports CCM 3.1 Page 87 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 88: System Summary

    Standard Reports Various Reports System Summary CCM 3.1 Page 88 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 89 Standard Reports Various Reports Description CCM 3.1 Page 89 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 90: Target Graphical Summary

    Standard Reports Various Reports Target Graphical Summary Description CCM 3.1 Page 90 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 91: Incoming Call Duration Summary

    Standard Reports Various Reports Incoming Call Duration Summary Description CCM 3.1 Page 91 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 92: Target Member Call Duration

    Standard Reports Various Reports Target Member Call Duration Description CCM 3.1 Page 92 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 93: Outgoing Most Expensive Dialled Number

    Standard Reports Various Reports Outgoing Most Expensive Dialled Number Description CCM 3.1 Page 93 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 94: Time In Activity

    3. Time spent programming the terminal. (E.g. Setting up speed dials on the terminal). 4. Continuously monitoring other device i.e. Listening in to another agent call (conference call). Internal Making. Internal made calls excluding transfers. Internal Internal received calls excluding transfers. Receiving. CCM 3.1 Page 94 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 95: General Rules

    Delete any files that have a .lov extension and refresh the list of values again. Note: If agent names have been entered with more than 15 characters, the reports will only show the first name. CCM 3.1 Page 95 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)

  • Page 96: Glossary

    NOT take lost calls into consideration) PBX: Private Branch Exchange (switch) PSTN: Public Switched Telephone Network The 'rest of the world'. (Outside the Call environment of the switch). CCM 3.1 Page 96 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 97 The time between arrival at switch or point of transfer (whichever is appropriate to this call segment), and point of answer (or call clear in case of unanswered segments). Trunk: A connection to either another PBX or the PSTN. CCM 3.1 Page 97 Standard Reports 38DHB0002UKEM Issue 4 (18/07/2002)
  • Page 98 Lucent Technologies has been transferred or licensed to Avaya. This document contains propriety information of Avaya and is not to be disclosed or used except in accordance with applicable agreements. Any comments or suggestions regarding this document should be sent to "gsspublishing@avaya.com".

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