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Altigen AltiReport Manual

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AltiReport™
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Revised 4/2007 Version #2 4510-0001-5.0A

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  • Page 1 AltiReport™ Manual Revised 4/2007 Version #2 4510-0001-5.0A...
  • Page 2 WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently, we do not know of any telecommunications system that is immune to this type of criminal activity. AltiGen Communications, Inc. will not accept liability for any damages, including long distance charges, which result from unauthorized and/or unlawful use.

  • Page 3: Table Of Contents

    1301 - Agent Call Volume Analysis..... . 36 1302 - Agent Average WG Call Handling Time Analysis ..36 1303 - Agent % Contribution to each WG (Inbound/Outbound) 37 AltiReport Manual i...
  • Page 4 3101 - DNIS Call Detail Report ......56 3201 - DNIS Call Summary ......57 AltiReport Manual...

  • Page 5: Introduction

    — Pentium 2G with 512 MB RAM (1G of memory recommended) — 40G HD — Windows 2000/2003/XP • AltiReport License— needs to be added to OE/ACC or ACM 5.0A system and registered. • Java 2, Standard Edition (J2SE) SDK 1.4.2 • Tomcat 4.1.31 AltiReport Manual...

  • Page 6: Installation

    (setup\AltiReportInstallation.exe) from the AltiReport CD. Click the Install J2SE 1.4.2_06 button to install Java 2, Standard Edition (J2SE) SDK 1.4.2. Figure 1. AltiReport Installation Wizard - J2SE Installation After successful installation of J2SE , the Tomcat installation is enabled. 2 AltiReport Manual...
  • Page 7 Click I Agree to continue. Figure 3. Tomcat License Agreement In the Tomcat Setup Installation Options dialog box, enable the checkboxes for: — Tomcat — NT Service — JSP Development Shell Extensions — Tomcat Start Menu — Documentation and Examples AltiReport Manual...
  • Page 8 The HTTP Port defaults to 8080. If Port 8080 is not available, it can be changed to a different port, such as 80. The User Name and Password are for Tomcat administration. After successful installation of Tomcat 4.1.31, the AltiReport installation is enabled. 4 AltiReport Manual...

  • Page 9: Accessing Altireports Remotely

    Accessing AltiReports Remotely If AltiReport must be accessed from outside of the company, TCP port (Default 8080) of the machine must be opened at firewall and NAT AltiReport can be accessed by URL: • http://<ip_address>:8080/altireport or • http://<computer_name>:8080/altireport AltiReport Manual...
  • Page 10 Accessing AltiReports Remotely 6 AltiReport Manual...

  • Page 11: Administrator Login

    To login as an admin user, in the AltiReport Login screen, select the role as Admin and enter the administrator Login Name and Password, then click the Login button. Figure 1. AltiReport Admin Login The administrative main menu includes the following configuration functions: AltiReport Manual...
  • Page 12 Administrator Login • Administrator Profile • CDR Database Registration • AltiWare Registration • User Management • Mail Server Configuration • Backup and Restore • Log Configuration Figure 2. AltiReport Administration Menu Options 8 AltiReport Manual...

  • Page 13: Administrator Profile

    To enter or modify information for the administrator, click the Edit button to open the Update Admin Profile window. Figure 3. Update Admin Profile Window Note: The Administrator Account field is not editable. When the necessary information has been entered, click the Update button to save the changes. AltiReport Manual...

  • Page 14: Cdr Database Registration

    In order for AltiReport to access the external CDR database, the administrator must register a CDR database. To add a database, click the Add Database link in the CDR Database Registration window. Figure 5. Add CDR Database Registration 10 AltiReport Manual...

  • Page 15: Altiware Registration

    AltiGen server has AltiReport license entered and registered. Each AltiGen server needs to have one license. To add an AltiWare, click the Add AltiWare link in the AltiWare Registration window. Figure 7. Add AltiWare Window AltiReport Manual...

  • Page 16: User Management

    Password. Click the Add button when finished. To edit or remove an existing AltiWare, use the “Edit” or “Remove” link in the Action column. User Management Figure 8. User Management The administrator can add users to AltiReport using the User Management window. 12 AltiReport Manual...

  • Page 17: Mail Server Configuration

    Figure 9. Add User - User Management Window Mail Server Configuration The administrator can configure an email server in Mail Server Configuration. AltiReport will use this email information for auto delivery of reports. Figure 10. Mail Server Configuration Window AltiReport Manual...

  • Page 18: Backup And Restore

    • Send Test Message to Email Address Click the Update button when finished. Backup and Restore Important: Uninstalling AltiReport or Tomcat will lose all configurations. If you need to uninstall AltiReport or Tomcat, back up configurations first. 14 AltiReport Manual...
  • Page 19 Figure 12. Backup and Restore Window When Backup is selected, AltiReport will ask open a File Download dialog box, for you to open the AltiReport backup file (AltiReportYEAR/ MONTH/DAY.zip) or save the file to your computer. Figure 13. AltiReport Back Up AltiReport Manual...

  • Page 20: Log Configuration

    The Download Log File button in the Log Configuration window allows you to download the AltiReport file as a log file. Use the Enable button to to include debug information in the log file, then click Apply. Figure 15. Log Configuration 16 AltiReport Manual...

  • Page 21: User Login

    The default window displayed when a user logs into AltiReport for the first time is the User Profile window. When reports are added to the Favorite Reports List, the List All Favorite Reports window will become the default window the next time the user logs into AltiReport. AltiReport Manual...

  • Page 22: Groups

    Agent Report - reports on all or individual agents within a site or workgroup. • Workgroup Report - reports on all or individual workgroups within a particular site. • DNIS Report - reports on all or individual DNIS. • About - lists AltiGen contact information. 18 AltiReport Manual...

  • Page 23: Categories

    Figure 18. Reports Categories/Sub-Categories Sub-Categories Sub-categories are report names located as drop-down lists from the Categories parameters of each Group tab. AltiReport Manual...
  • Page 24 — 2204 - Agent Call/Time Contribution % Comparison — 2205 - Inbound/Outbound Call Summary with % Analysis — 2206 - Inbound Calls Wait Time Summary — 2207 - Inbound Call Handling Summary — 2208 - Outbound Call Handling Summary • Analysis: 20 AltiReport Manual...

  • Page 25: Reports

    — 3101 - Call Detail Report • Summary: — 3201 - Call Summary Reports Navigation To access a report: From the AltiReport main menu, select a category report menu (Agent, Workgroup or DNIS), then use the side menu bar to highlight AltiReport Manual...
  • Page 26 Figure 19. Report Navigation Once the report is chosen, configure the parameters for this report, including the Time Range, Filtered By and Output options (HTML, XML or .CSV file). Figure 20. Configure report parameters 22 AltiReport Manual...
  • Page 27 After the parameters have been set, click the Next button and AltiReport will automatically generate the report results. Figure 21. Report Results - HTML Figure 22. Report Results - XML Figure 23. Report Results - .CSV AltiReport Manual...

  • Page 28: Favorite Reports

    Figure 24. Add to Favorite Report Window In the Add Favorite Report window, enter a Name and Description for the report, then click Add. Figure 25. Add Favorite Report Window 24 AltiReport Manual...
  • Page 29 Figure 26. List all Favorite Reports Window Note: When reports are added to the Favorite Reports List, the List All Favorite Reports window will be the default window the next time the user logs into AltiReport. AltiReport Manual...

  • Page 30: Scheduling Favorite Reports

    15 minutes before the current time or the report may not be generated/sent. For example, to run a report at 5:00 PM, you must set up the report schedule prior to 4:45 PM. 26 AltiReport Manual...

  • Page 31: Printing Reports

    Also, you can use the menu and toolbar at the top of the window, which allows you to print, set up the page for printing, zoom in/out, hide margins, or close the window. AltiReport Manual...

  • Page 32: Saving Reports

    Figure 30. Print background colors and images checkbox - Internet Options Saving Reports To save a report outputted as an HTML format, use the Save As function in the Windows menu to save the web page. 28 AltiReport Manual...

  • Page 33: Agent Reports

    The Agent Activity Event report displays the agent’s activity. Table All data from Table AGENTACTIVITY Columns AGENTACTIVITY.Time_Stamp AGENTACTIVITY.AgentNum AGENTACTIVITY.Activity AGENTACTIVITY.WGNum AGENTACTIVITY.Reason 1102 - Agent Call Detail Report The Agent Call Detail Report displays the CDR records for an agent’s inbound and outbound call. AltiReport Manual...

  • Page 34: 1201 - Agent Performance Summary

    ExitState SessionID SequenceID 1201 - Agent Performance Summary The Agent Performance Summary report displays a summary of an agent’s performance. Table All data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4. Columns AGENTPERWGSUMMARY1.StartTime = AGENTSUMMARY1.StartTime AGENTPERWGSUMMARY1.AgentNum = AGENTSUMMARY1.AgentNum 30 AltiReport Manual...

  • Page 35: 1202 - Wg Calls And Direct Call Activity Summary Report

    D + G + J m. AGENTPERWGSUMMARY2.NumInWGRNA AGENTPERWGSUMMARY4.DurNotReady AGENTPERWGSUMMARY4.DurAgentDND + AGENTPERWGSUMMARY4.DurAgentFWD AGENTPERWGSUMMARY4.DurAgentError 1202 - WG Calls and Direct Call Activity Summary Report The WG Calls and Direct Call Activity Summary Report displays a summary of an agent’s workgroup and direct calls. AltiReport Manual...

  • Page 36: 1203 - Agent State Summary Report

    AGENTSUMMARY2. NumInDirAnswered N / C AGENTSUMMARY2. DurInDirTalk P / N AGENTSUMMARY2. NumOutDirConnected R / C AGENTSUMMARY2.DurOutDirTalk T / R 1203 - Agent State Summary Report The Agent State Summary Report displays a summary of an agent’s state. 32 AltiReport Manual...

  • Page 37: 1204 - Agent Wg Inbound Calls Summary Report

    AGENTSUMMARY2.DurInDirTalk + AGENTSUMMARY2.DurOutDirTalk + AGENTSUMMARY2.DurInDirHold + AGENTSUMMARY2.DurOutDirHold 1204 - Agent WG Inbound Calls Summary Report The Agent WG Inbound Calls Summary Report displays an agent’s inbound workgroup calls. Table All data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2. Columns AGENTPERWGSUMMARY1.StartTime AGENTPERWGSUMMARY1.WGNum AGENTPERWGSUMMARY2.NumInWGCall AGENTPERWGSUMMARY2.NumInWGRNA AltiReport Manual...

  • Page 38: 1205 - Agent Wg Outbound Calls Summary Report

    The Agent WG Outbound Calls Summary Report displays an agent’s outbound workgroup calls. Table All data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2. Columns AGENTPERWGSUMMARY1.StartTime AGENTPERWGSUMMARY1.WGNum AGENTPERWGSUMMARY2.NumOutWGConnected AGENTPERWGSUMMARY2.DurOutWGTalk D / C AGENTPERWGSUMMARY2.NumOutWGHold AGENTPERWGSUMMARY2.DurOutWGHold G / F AGENTPERWGSUMMARY2.NumOutWGWrapUp AGENTPERWGSUMMARY2DurOutWGWrapUp J / I 34 AltiReport Manual...

  • Page 39: 1206 - Agent Direct Calls Summary Report

    Table All data from Table AGENTSUMMARY1, AGENTSUMMARY2. Columns AGENTSUMMARY1.StartTime AGENTSUMMARY1.AgentNum AGENTSUMMARY2.NumInDirAnswered AGENTSUMMARY2.DurInDirTalk D / C AGENTSUMMARY2.NumInDirHold AGENTSUMMARY2.DurInDirHold G / F AGENTSUMMARY2.NumInDirVM AGENTSUMMARY2.DurInDirVM J / I AGENTSUMMARY2.NumOutDirConnected m. AGENTSUMMARY2.DurOutDirTalk M / L AGENTSUMMARY2.NumOutDirHold AGENTSUMMARY2.DurOutDirHold P / O AltiReport Manual...

  • Page 40: 1301 - Agent Call Volume Analysis

    1302 - Agent Average WG Call Handling Time Analysis The Agent Average WG Call Handling Time Analysis report displays an agent’s average workgroup call handling time for inbound and outbound calls. Table All data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2. 36 AltiReport Manual...

  • Page 41: 1303 - Agent % Contribution To Each Wg (Inbound/Outbound)

    1304 - Agent WG Call Handling Time Distribution The Agent WG Call Handling Time Distribution report displays a chart of an workgroup agent’s inbound and outbound calls, including length of call (in minutes). Table All data from Table CDRMAIN AltiReport Manual...

  • Page 42: Workgroup Reports

    The Workgroup Call Detail Report displays call detail reporting for the specified workgroup(s). Table All data from Table CDRMAIN Columns StartTime EndTime C1 - CallerNum; C2 - TargetNum D1 - TargetNum; D2 - CallerNum AADuration QueueDuration RingDuration TalkDuration HoldDuration RecordDuration StartPriority AnswerWithinSLT m. ExitState SessionID 38 AltiReport Manual...

  • Page 43: 2201 - Workgroup Agent(S) State

    AGENTPERWGSUMMARY3.DurLogin AGENTSUMMARY4.DurNotReady AGENTSUMMARY4.DurAgentDND+AGENTSUMMARY4.DurAgentFWD AGENTSUMMARY4.DurAgentError 2202 - Workgroup Agent(s) Performance Summary The Workgroup Agent(s) Performance Summary report displays a performance summary of the specified workgroup agent(s). Table All data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4. Columns AGENTPERWGSUMMARY1.StartTime AGENTPERWGSUMMARY1.AgentNum AltiReport Manual...

  • Page 44: 2203 - Workgroup Agent Call Activity Summary With % Analysis

    2203 - Workgroup Agent Call Activity Summary with % Analysis The Workgroup Agent Call Activity Summary with % Analysis report displays call activity for the specified workgroup agent(s). Table All data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2. 40 AltiReport Manual...

  • Page 45: 2204 - Workgroup Agent Call/Time Contribution % Comparison

    AGENTSUMMARY2.NumOutDirConnected (R/C)*100% AGENTSUMMARY2.DurOutDirTalk 2204 - Workgroup Agent Call/Time Contribution % Comparison The Workgroup Agent Call/Time Contribution % Comparison report displays all calls, including inbound workgroup, outbound workgroup, direct inbound and direct outbound calls, for the specified workgroup agent(s). AltiReport Manual...
  • Page 46 AGENTPERWGSUMMARY2.NumOutWGConnected K / <TOTAL> *100 % m. AGENTPERWGSUMMARY2.DurOutWGTalk N / <TOTAL> *100 % AGENTSUMMARY2.NumInDirAnswered O / <TOTAL> *100 % AGENTSUMMARY2.DurInDirTalk Q / <TOTAL> *100 % AGENTSUMMARY2.NumOutDirConnected S / <TOTAL> *100 % AGENTSUMMARY2.DurOutDirTalk U / <TOTAL> *100 % 42 AltiReport Manual...

  • Page 47: 2205 - Workgroup Inbound/Outbound Call Summary With % Analysis

    Table All data from Table WGSUMMARY Columns StartTime WGNum NumInWGCall NumInAnswered D/C * 100% DurInTalk NumInAbnInQ + NumInAbnDuringRing H/C * 100% NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg NumInAbnToApp + NumInAbnToOthers J/C * 100% NumOutConnected m. DurOutTalk AltiReport Manual...

  • Page 48: 2206 - Workgroup Inbound Calls Wait Time Summary

    DurInAbnInQ + DurInAbnInQ_RingTime + DurInAbnDuringRing + DurInAbnDuringRing_RingTime m. L/K NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg + NumInAbnToApp + NumInAbnToOthers DurInOverflowQ + DurInOverflowRing + DurInAbnVmMsg + DurInAbnVmMsg_RingTime + DurInAbnVmNoMsg + DurInAbnVmNoMsg_RingTime + DurInAbnToApp + DurInAbnToApp_RingTime + DurInAbnToOthers + DurInAbnToOthers_RingTime 44 AltiReport Manual...

  • Page 49: 2207 - Workgroup Inbound Call Handling Summary

    D + J + N NumInWGCall D/C * 100% DurInTalk DurInTalk + DurInHold + DurInWrapUp L + M J/C * 100% NumInAbnInQ m. NumInAbnInDuringRing NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg + NumInAbnToApp + NumInAbnToOthers N/C * 100% NumInAbnVmMsg NumInCallInQ AltiReport Manual...

  • Page 50: 2208 - Workgroup Outbound Call Handling Summary

    2301 - Workgroup Inbound Answered Call Wait Time The Workgroup Inbound Answering Call Wait Time report displays answered calls wait time (queue time + ring time) for the specified workgroup. Table All data from Table CDRMAIN Filter TalkDuration > 0; TargetWGNum Group TargetWGNum, WGSessionID 46 AltiReport Manual...

  • Page 51: 2302 - Workgroup Inbound Abandoned Call Wait Time

    TargetWGNum, WGSessionID Value QueueDuration+RingDuration 2303 - Workgroup Inbound Overflowed/Redirected Calls Wait Time The Workgroup Inbound Overflowed/Redirected Calls Wait Time report displays Inbound Overflowed and Redirected Calls Wait Time statistics for the specified workgroup. Table All data from Table CDRMAIN AltiReport Manual...

  • Page 52: 2304 - Workgroup Inbound Calls Answering Time

    TalkDuration > 0; TargetWGNum Group TargetWGNum, WGSessionID Value TalkDuration + HoldDuration 2305 - Workgroup Outbound Call Handling Time The Workgroup Outbound Call Handling Time report displays outbound call handing for all workgroup connected calls for the specified workgroup. 48 AltiReport Manual...

  • Page 53: 2306 - Workgroup Inbound Call Priority

    2306 - Workgroup Inbound Call Priority The Workgroup Inbound Call Priority report displays inbound call statistics, sorted by call priority, for the specified workgroup. Table All data from Table CDRMAIN Filter TalkDuration > 0; OutGoingWG Group TargetWGNum, WGSessionID Value TalkDuration + HoldDuration AltiReport Manual...

  • Page 54: 2307 - Workgroup Cumulative Inbound/Outbound Call

    NumInAbnToApp + NumInAbnToOthers I/B * 100% NumOutConnected DurOutTalk m. L/K 2308 - Workgroup Cumulative Inbound Call Wait Time The Workgroup Cumulative Inbound Call Wait Time report displays cumulative call waiting time for all inbound calls for the specified workgroup. 50 AltiReport Manual...

  • Page 55: 2309 - Workgroup Cumulative Inbound Call Handling

    DurInAbnToApp_RingTime + DurInAbnToOthers + DurInAbnToOthers_RingTime m. L/K 2309 - Workgroup Cumulative Inbound Call Handling The Workgroup Cumulative Inbound Call Handling report displays inbound calls handling statistics for the specified workgroup. Table All data from Table WGSUMMARY Columns StartTime NumInWGCall AltiReport Manual...

  • Page 56: 2310 - Cumulative Outbound Call Handling

    2310 - Cumulative Outbound Call Handling The Cumulative Outbound Call Handling report displays statistics for outbound calls handled by the specified workgroup. Table All data from Table WGSUMMARY Columns StartTime NumOutConnected DurOutTalk DurOutHold + DurOutTalk + DurOutWrapUp NumOutXfer 52 AltiReport Manual...

  • Page 57: 2311 - Total & % Inbound Calls Ans/Abn/Ofl

    2312 - Total & % WG Inbound Calls in Queue The Total & % WG Inbound Calls in Queue report displays totals and percentages for workgroup inbound calls in queue. Table All data from Table WGSUMMARY Columns StartTime NumInWGCall NumInCallInQ AltiReport Manual...

  • Page 58: 2313 - Average Call Handling Time

    All data from Table WGSUMMARY Columns StartTime NumInAnswered DurInTalk DurInHold + DurInTalk + DurInWrapUp 2314 - Total Outbound Calls The Total Outbound Calls report displays total outbound calls for the specified workgroup. Table All data from Table WGSUMMARY Columns StartTime NumOutConnected 54 AltiReport Manual...

  • Page 59: 2315 - Total Outbound Calls Handling Time

    All data from Table WGRTSUMMARY Horizontal Axis StartTime Vertical Axis IntvMaxQLength 2317 - Daily Longest Queue Time The Daily Longest Queue Time report displays the longest queue time by hour, for workgroup calls, in a line chart format. AltiReport Manual...

  • Page 60: 2318 - Daily Real Time Service Level

    All data from Table WGRTSUMMARY Horizontal Axis StartTime Vertical Axis CurServiceLevel DNIS Reports 3101 - DNIS Call Detail Report The DNIS Call Detail Report displays call detail information for the specified DNIS number. Table All data from Table CDRMAIN 56 AltiReport Manual...

  • Page 61: 3201 - Dnis Call Summary

    The DNIS Call Summary report displays call summary information for the specified DNIS number. Table All data from Table CDRMAIN Columns DNIS StartTime D + J + N Count if (TalkDuration > 0) D/C * 100% TalkDuration HoldDuration AltiReport Manual...
  • Page 62 Count if (TalkDuration = 0 AND ExitState = 32 AND AbnTargetType = 8) Count if (ExitState = “Queue Overflow” || ABNTargetType BETWEEN 1 AND 7); N/C * 100% Count if (VMDuration > 0) Count if (QueueDuration > 0 ) Count if (ExitState IN (“Redirect”, “Forward”, “Xfer”)) 58 AltiReport Manual...
  • Page 63 Summary 45 address 2208 - Workgroup Outbound Call AltiGen Communications, Inc. ii Handling Summary 46 administrator login 7 2301 - Workgroup Inbound Answered administrator profile 9 Call Wait Time 46 Agent % Contribution to each WG (In- AltiReport Manual...
  • Page 64 Report 34 updating 26 AltiGen Communications phone numbers ii AltiGen Communications, Inc. groups 18 address ii AltiReport administrator login 7 backup 15 installation 2 categories 19 favorite reports 24 installation 2 List All Favorite Reports window 25 overview 7 AltiReport Manual...
  • Page 65 Daily Longest Queue Time 55 updating favorite reports 26 Daily Max Number of Calls in user login 17 Queue 55 user management 12 Daily Real Time Service Level 56 Total & % Inbound Calls ANS/ Web Print button 27 ABN/OFL 53 AltiReport Manual...
  • Page 66 Time 48 Workgroup Inbound Calls Wait Time Summary 44 Workgroup Inbound Overflowed/ Redirected Calls Wait Time 47 Workgroup Inbound/Outbound Call Summary with % Analysis 43 Workgroup Outbound Call Han- dling Summary 46 Workgroup Outbound Call Han- dling Time 48 AltiReport Manual...

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