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Altigen AltiReport Manual

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AltiReport
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11/2007 4510-0001-5.1

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Summary of Contents for Altigen AltiReport

  • Page 1 AltiReport ™ Manual 11/2007 4510-0001-5.1...
  • 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

    Contents Contents ..........i HAPTER Installation and Access .
  • Page 4 2101 - Workgroup Call Detail Report ......48 2201 - Workgroup Agent(s) State ......50 2202 - Workgroup Agent(s) Performance Summary.

  • Page 5: Hapter

    There is no particular requirement for a client machine. Any computer with a proper Web browser can be used as a client machine; please verify that the client system has a suitable Web browser (Microsoft Internet Explorer 6.0 or above) prior to installation of AltiReport. AltiReport Manual 1...

  • Page 6: Fresh Installation

    4. The Tomcat License Agreement dialog box appears. Click I Agree to continue. 5. In the Tomcat Setup dialog box, check the check boxes for: Tomcat – Service – Native – Start Menu Items – Documentation – Examples and Webapps, if desired – AltiReport Manual...
  • Page 7 11. After successful installation of AltiReport 5.1, reboot the system. 12. Run Configure Tomcat under Start > Program > Apache Tomcat 5.5. On the Java tab, change the Maximum Memory Pool to 512M. Restart the Tomcat Service. AltiReport Manual 3...

  • Page 8: Upgrading Altireport

    Accessing AltiReports Remotely If AltiReport must be accessed from outside of the company, TCP port (default 8080) of the machine must be opened at the firewall and NAT. Type this URL in the Web browser: http://<altiReport_server_ip_address>:8080/altireport • http://<computer_name>:8080/altireport • AltiReport Manual...

  • Page 9: Hapter

    The AltiReport Administration screens are available only to users with administrative rights. To log in as an administrator, in the AltiReport Login screen, select the role Admin, enter the administrator Password, and then click the Login button. Figure 1. AltiReport Admin Login AltiReport Manual 5...

  • Page 10: Administrator Profile

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

  • Page 11: Cdr Database Registration

    Database Description, Database Server Type, Database Server IP Address, Port (use the default port 1433 unless you have a port conflict with another application), Database User Account, Database User Password, and Database Name on the Server. Click the Add button when finished. AltiReport Manual 7...

  • Page 12: Altiware Registration

    In the AltiWare Registration > Add window, enter the necessary information in the blank fields for System Description, System IP Address, CDR Database, AltiWare Manager Extension, and the password of the Manager Extension. Click the Add button when finished. AltiReport Manual...

  • Page 13: User Management

    Department Name (optional) for the user. In the AltiWare Assigned field, use the check box to select at least one AltiWare system that the user will be able to access for AltiReport. Then click the Add button. Figure 9. User Management > Add AltiReport Manual 9...

  • Page 14: Mail Server Configuration

    Figure 11. Mail Server Configuration edit window In the Mail Server Configuration edit window, enter the necessary information in the blank fields for: AltiReport Server Name (DNS name or IP address) • Web Server or Tomcat TCP Port • Sender Email Address • AltiReport Manual...

  • Page 15: Backup And Restore

    Registration, User Management, and Mail Server Configuration windows. Figure 12. Backup and Restore window When you click Backup, a File Download dialog box opens. Either open the AltiReport backup file (AltiReportYEAR/MONTH/DAY.zip) or save the file. Figure 13. AltiReport Back Up AltiReport Manual 11...

  • Page 16: Log Configuration

    AltiReport administrator. To log in as an AltiReport user, in the AltiReport Login screen, select the role User and enter user Login Name and Password, then click the Login button. AltiReport Manual...
  • Page 17 Your Login Name, Role, and Query Preference (Quick or Step-by-Step) are displayed at the top. The Step-by-Step preference allows you to select a different AltiWare to query before taking you to the Set Parameters page. The Quick preference bypasses this option. AltiReport Manual 13...

  • Page 18: Available Reports

    1201 - Performance Summary 1202 - WG Calls and Direct Call Activity Summary Report 1203 - State Summary Report 1204 - WG Inbound Calls Summary Report 1205 - WG Outbound Calls Summary Report 1206 - Direct Calls Summary Report AltiReport Manual...

  • Page 19: Dnis Reports

    2315 - Total Outbound Calls Handling Time 2316 - Daily Max Number of Calls in Queue 2317 - Daily Longest Queue Time 2318 - Daily Real Time Service Level 2319 - Historical Service Level Summary Report DNIS Reports DNIS Detail Report: • AltiReport Manual 15...

  • Page 20: Available Report Formats

    3201 - Call Summary Available Report Formats These are examples of the available report formats (HTML, PDF, Excel). Some reports are produced in graph format, as well. Figure 19. Report results in HTML format Figure 20. Report results in PDF format AltiReport Manual...

  • Page 21: Running Reports

    1. From a Report drop-down list, move the cursor to the report menu you want (Agent, Workgroup or DNIS), then move it to the type of report (Detail, Summary or Analysis), and then move to and click the desired report. Figure 22. Selecting a report AltiReport Manual 17...
  • Page 22 Summary interval, Time Range, Filter By, and Output (Group by and Show empty records) options. Note: To use the calendar buttons, first select the From radio button. Figure 23. Set report parameters 5. Click the Run Report button. AltiReport Manual...

  • Page 23: Setting Parameters In The Export Report Screen

    When you divide the report into more than one file, and then click the Browse HTML on web button, the report is displayed in page ranges that you can select: Figure 26. Select a file to view the page range contained in that file AltiReport Manual 19...

  • Page 24: Scheduling Favorite Reports

    Scheduling Favorite Reports To schedule a favorite report to run automatically, check the Enable auto schedule check box in the Add Favorite Report dialog box. The scheduling options appear: Figure 27. Add favorite report dialog box with scheduling options AltiReport Manual...

  • Page 25: Running A Favorite Report Manually

    To save the report, uncheck Export via email, then click Export. The File Download box appears. Click Save, and save the report. To remove a favorite report, click its Remove link. You are asked for confirmation. AltiReport Manual 21...

  • Page 26: Printing Html Reports

    You can manually change the margins using the black margin icons at any corner of the Web page. 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 27: C Hapter

    Before using the Web Print feature, make sure the Print background colors and images checkbox is checked in Windows Internet Explorer (Internet Options > Advanced > Printing). Otherwise, the report generated will be displayed, and subsequently printed, in black and white. AltiReport Manual 23...
  • Page 28 AltiReport Manual...

  • Page 29: The Reports

    2. Select single, multiple, or All agents. 3. Specify a time range for the report. 4. Narrow the report to specific days of the week and a span of time (optional). 5. Click Run Report to run the report. AltiReport Manual 25...
  • Page 30 Workgroup—The number of the workgroup this agent is logged into or logged out • Logout Reason—The reason the agent logged out of a workgroup • Data Source All data from the table AGENTACTIVITY AltiReport Manual...

  • Page 31: 1102 - Agent Call Detail Report

    • Start Time—Time the call started • End Time—Time the call ended • Caller—Available information about the caller: PSTN phone number/IP phone • number, name, calling from a cell phone, etc. WG—The number of the workgroup • AltiReport Manual 27...

  • Page 32: General Tab

    Voice Message, Go to VM without leaving voice message. Session ID—a unique number assigned by AltiWare to a call • Seq ID—A unique number that identifies multiple records of the same call (same • Session ID) Data Source All data from the table CDRMain AltiReport Manual...

  • Page 33: 1201 - Agent Performance Summary

    Non-Call Activities—Displays the total of RNA calls (agent was rung but did not • answer) for this agent and summarizes the time the agent spent in other activities while logged in: AltiReport Manual 29...
  • Page 34 Not-Ready—Time in Not-Ready state • DND/FWD—Time the agent’s phone was set to DND or FWD • Error—The amount of time the agent’s phone was in error state. • Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4. AltiReport Manual...

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

    Agent—Agent’s extension number • Total Calls—Total calls the agent was connected to in the specified time period • Total Talk—Total talk time on all that agent’s calls • Avg Talk—Average talk time per call (Total Talk/Total Calls) • AltiReport Manual 31...
  • Page 36 %—The percentage of calls that fall into that category ([category] Calls/Total • Calls0 Talk—Total talk time in that category • Avg Talk—Average talk time in that category (Talk/Calls) • Data Source All data from tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2 AltiReport Manual...

  • Page 37: 1203 - Agent State Summary Report

    Duration in different states while logged on: • WG Idle—Time the agent was in Idle state • WG Busy—Time the agent was in Busy state • Wrap-Up—Time the agent was in wrap-up state after disconnecting from a call • AltiReport Manual 33...
  • Page 38 Error—The amount of time the agent’s phone was in error state. • Direct Call Duration—Total time the agent’s connected inbound and outbound • calls were in talk time and on hold Data Source All data from tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY3, AGENTSUMMARY4. AltiReport Manual...

  • Page 39: 1204 - Agent Wg Inbound Calls Summary Report

    Ring—Time that all calls to this agent spent in the ring state • AvgRing—Average ringing time per call (Ring/Calls) • Hold • Calls—Number of calls put on hold • Total—Total time all calls spent on hold • Avg—Average time per call spent on hold (Total/Calls) • AltiReport Manual 35...
  • Page 40 Wrap-Up • Calls—Number of calls requiring wrap-up activity • Total—Total time spent in wrap-up activities • Avg—Avg time per call spent in wrap-up activities (Total/Calls) • Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2. AltiReport Manual...

  • Page 41: 1205 - Agent Wg Outbound Calls Summary Report

    Talk—Total talk time on all calls • Avg—Average talk time per call (Talk/Calls) • Hold—Displays statistics for calls put on hold: • Calls—Number of calls put on hold • Total—Total time all those calls spent on hold • AltiReport Manual 37...
  • Page 42 Calls—Number of calls requiring wrap-up activity • Total—Total time spent in wrap-up activities for all calls • Avg—Average time spent in wrap-up activities per call that required wrap-up • activity (Total/Calls) Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2. AltiReport Manual...

  • Page 43: 1206 - Agent Direct Calls Summary Report

    For Answered calls • Calls—Total number of direct inbound calls that were answered by the agent • Talk—Total talk time on those direct inbound calls • Avg—Average talk time per call (Talk/Calls) • For calls put on Hold • AltiReport Manual 39...
  • Page 44 Calls—Total number of connected outbound calls that were put on hold • Talk—Total hold time on those calls • Avg—Average hold time per call that was put on hold (Talk/Calls) • Data Source All data from the tables AGENTSUMMARY1, AGENTSUMMARY2. AltiReport Manual...

  • Page 45: 1301 - Agent Call Volume Analysis

    Figure 9. This agent’s call volume data is displayed by hour of day in table and graph format Report Fields [Report Interval] (Hour of day or Day of week)—Displays the report interval, as • specified in the report parameters AltiReport Manual 41...
  • Page 46 All WG(s) Outbound Calls—Number of outbound workgroup calls made • Direct Inbound Calls—Number of inbound direct calls answered • Direct Outbound Calls—Number of outbound direct calls made • Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2. AltiReport Manual...

  • Page 47: 1302 - Agent Average Wg Call Handling Time Analysis

    Average Workgroup Call Handling Time (In & Out)—Adds total of inbound • workgroup talk, hold, and wrap-up times and outbound workgroup connected, hold, and wrap-up times, and divides by the total number of calls (workgroup inbound answered calls plus workgroup outbound connected calls). AltiReport Manual 43...
  • Page 48 Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2. AltiReport Manual...

  • Page 49: 1303 - Agent % Contribution To Each Wg (Inbound/Outbound)

    Number of calls—The number of inbound workgroup calls answered plus the • number of outbound workgroup calls connected Duration—The total talk, hold, and wrap-up time spent on inbound and outbound • workgroup calls Data Source All data from the table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2 AltiReport Manual 45...

  • Page 50: 1304 - Agent Wg Call Answering Time Distribution

    6. Select the export format (HTML, PDF, Excel) and whether to separate the report results into several files and/or export only specified pages. Figure 12. This report shows inbound call answering time and outbound call connection time in intervals of 120 seconds, as specified in the report query. AltiReport Manual...
  • Page 51 Outbound Calls (Distribution)—Similar to the graph for inbound calls, shows how • long it took the agent to connect when making an outbound workgroup call Data Source All data from the table CDRMAIN AltiReport Manual 47...

  • Page 52: Workgroup Reports

    Figure 13. This report shows inbound and outbound call data for the Customer Service workgroup during a week in March. Report Fields Dir—The direction of the call: Inbound or Outbound • AltiReport Manual...
  • Page 53 Voice Message, Go to VM without leaving voice message. Session ID—a unique number assigned by AltiWare to a call • Seq ID—A unique number that identifies multiple records of the same call (same • Session ID) Data Source All data from the table CDRMAIN AltiReport Manual 49...

  • Page 54: 2201 - Workgroup Agent(S) State

    Not Ready—The amount of time the agent was in Not-Ready state • DND/FWD—The amount of time the agent’s phone was in DND/FWD state • Error—The amount of time the agent’s phone was in error state. • Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY3, AGENTSUMMARY1, AGENTSUMMARY4. AltiReport Manual...

  • Page 55: 2202 - Workgroup Agent(S) Performance Summary

    Answered, Hold, Wrap-up Answered—Calls the agent was connected to • Hold—Calls the agent put on hold • AltiReport Manual 51...
  • Page 56 Not-Ready—Amount of time in Not-Ready state • DND/FWD—Amount of time the agent’s phone was set to DND or FWD • Error—Amount of time the agent’s phone was in error state. • Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4. AltiReport Manual...

  • Page 57: 2203 - Workgroup Agent Call Activity Summary With % Analysis

    Agent—Agent’s extension number • All Calls—Data on all calls the agent was connected to in the specified time period: • Calls—Total number of calls the agent handled • Talk—Total talk time on all that agent’s calls • AltiReport Manual 53...
  • Page 58 %—The percentage of the agent’s calls that fall into that category ([category] • Calls/[All Calls] Calls Talk—Total talk time in that category • Avg —Average talk time in that category (Talk/Calls) • Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2. AltiReport Manual...

  • Page 59: 2204 - Workgroup Agent Call/Time Contribution % Comparison

    • Agent—Agent’s extension number • Name—Agent’s name • All Calls—Data on all calls that each workgroup agent handled in the specified time • period, broken out into four columns: Calls—Total number of calls the agent handled • AltiReport Manual 55...
  • Page 60 Talk—Agent’s total talk time in that category • %—Percentage that duration is of total workgroup talk time in that category in • the specified time period ([category] Talk/[category]<Sub Total of Talk>) Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2 AltiReport Manual...

  • Page 61: 2205 - Workgroup Inbound/Outbound Call Summary With % Analysis

    %—Percentage that number is of the total workgroup calls for the specified • time period ([Answered] Calls/[Inbound Calls] Total Calls) Talk—Total talk time on those answered calls • Avg—Average talk time per call ([Answered] Talk/[Answered] Calls) • AltiReport Manual 57...
  • Page 62 Talk—Total talk time on those outbound calls • Avg—Average talk time per outbound call (Talk/Calls) • Total WG Calls—Total workgroup calls for the workgroup in the time period • specified Data Source All data from the table WGSUMMARY AltiReport Manual...

  • Page 63: 2206 - Workgroup Inbound Calls Wait Time Summary

    9. Select the export format (HTML, PDF, Excel) and whether to separate the report results into several files and/or export only specified pages. Figure 19. This report shows wait time data for workgroup 450 during the month of May, in AltiReport Manual 59...
  • Page 64 Calls—Total number of that workgroup’s overflowed and redirected calls in the • specified time period WT—Total wait time for those overflowed/redirected calls • Avg WT—Average wait time per call for those overflowed/redirected calls (WT/ • Calls) Data Source All data from the table WGSUMMARY AltiReport Manual...

  • Page 65: 2207 - Workgroup Inbound Call Handling Summary

    9. Select the export format (HTML, PDF, Excel) and whether to separate the report results into several files and/or export only specified pages. Figure 20. This report shows inbound call handling data for workgroup 450 during the month of May, in weekly intervals. Subtotals and grand totals are given. AltiReport Manual 61...
  • Page 66 • ([Overflowed] # of Calls/Total # of Calls) Num of VM—Number of callers who left voice mail • Total Calls in Queue—Number of calls that spent time in queue • Data Source All data from the table WGSUMMARY AltiReport Manual...

  • Page 67: 2208 - Workgroup Outbound Call Handling Summary

    Total Handling Time—Total time required by all outbound calls for talk, hold, and • wrap-up Avg Handling Time—Average handling time per call (Total Handling Time/Total • Connected Calls) # of Xfer—Number of connected outbound calls that were transferred • AltiReport Manual 63...
  • Page 68 Data Source All data from the table WGSUMMARY. AltiReport Manual...

  • Page 69: 2209 - Workgroup Service Level Summary Report

    # of Calls—Number of such calls that were answered • % of Calls—Percentage that number is of the total number of inbound calls • ([Answered] # of Calls/Inbound) Abandoned • # of Calls—Number of such calls that were abandoned by the caller • AltiReport Manual 65...
  • Page 70 Answer Service Level—Percentage of answered calls that met the service level • requirement (Total Answered Calls - <Answered Calls whose wait time was greater than the service level threshold>/Inbound calls) Data Source All data from the table WGSUMMARY. AltiReport Manual...

  • Page 71: 2301 - Workgroup Inbound Answered Calls Wait Time

    Calls—Number of calls that waited the length of time specified in the column • heading before being answered by an agent. %—The percentage that number is of the total calls answered in the specified • time period ([time interval] Calls/Total Calls Answered) AltiReport Manual 67...
  • Page 72 (in increments of 60 seconds, in this case). The bottom graph shows, cumulatively, how many and what percent of calls were answered as the time periods progress. Data Source All data from the table CDRMAIN AltiReport Manual...

  • Page 73: 2302 - Workgroup Inbound Abandoned Calls Wait Time

    Calls—Number of calls that waited the length of time specified in the column • heading before being abandoned by the caller. %—The percentage that number is of the total calls abandoned in the specified • time period ([time interval] Calls/Total Calls Abandoned) AltiReport Manual 69...
  • Page 74 Figure 26. The top graph shows the number and percentage of calls abandoned within the specified time periods (in increments of 60 seconds, in this case). The bottom graph shows, cumulatively, how many calls were abandoned as the time periods progress. Data Source All data from the table CDRMAIN AltiReport Manual...

  • Page 75: 2303 - Workgroup Inbound Overflowed/Redirected Calls Wait Time

    Calls—Number of calls that waited the length of time specified in the column • heading before being overflowed/redirected %—The percentage that number is of the total calls overflowed/redirected in • the specified time period ([time interval] Calls/Total Calls OV/RED) AltiReport Manual 71...
  • Page 76 (in incremental periods of 60 seconds, in this case) before being overflowed or redirected. The bottom graph shows the accumulation of calls that were overflowed or redirected as the time increments progress. Data Source All data from the table CDRMAIN AltiReport Manual...

  • Page 77: 2304 - Workgroup Inbound Calls Handling Time

    Calls—Number of calls requiring the length of time specified in the column • heading %—The percentage that number is of the total calls answered in the specified • time period ([time interval] Calls/Total Calls Answered) Data Source All data from the table CDRMAIN AltiReport Manual 73...

  • Page 78: 2305 - Workgroup Outbound Call Handling Time

    The time intervals are column headings. Each interval has two columns: Calls—Number of calls requiring the length of time specified in the column • heading %—The percentage that number is of the total calls connected in the specified • time period ([time interval] Calls/Total Calls Connected) AltiReport Manual...
  • Page 79 Figure 31. The first graph shows the number and percentage of outbound calls whose handling time falls into the interval of seconds specified. The second graph shows the call data accumulating as the time intervals pass. Data Source All data from the table CDRMAIN AltiReport Manual 75...

  • Page 80: 2306 - Workgroup Inbound Call Priority

    1-6, plus “Others”. Each priority level has two columns: Calls—Number of calls carrying that priority • %—The percentage that number is of the total calls answered in the specified • time period ([priority level] Calls/Total Calls Answered) AltiReport Manual...
  • Page 81 Figure 33. The top graph shows the number of incoming calls by priority level for the specified reporting period. The bottom graph shows a cumulative view of calls by priority level. Data Source All data from the table CDRMAIN AltiReport Manual 77...

  • Page 82: 2307 - Workgroup Cumulative Inbound/Outbound Calls

    ([Answered] Calls/[Inbound Calls] Total Calls) Talk—Total talk time on calls answered in the specified time period • Avg—Average talk time per answered call ([Answered] Talk/[Answered] Calls) • Abandoned • Calls—Number of inbound calls that were abandoned by the caller • AltiReport Manual...
  • Page 83 Figure 35. The first graph shows the number of inbound calls in three categories, plus outbound calls. The second graph shows the percent of inbound calls in three categories. Data Source All data from the table WGSUMMARY AltiReport Manual 79...

  • Page 84: 2308 - Workgroup Cumulative Inbound Calls Wait Time

    Service Level Threshold is set in AltiWare Admin > Workgroup Configuration > General tab.) SLT %—Percentage those calls are of the total answered calls ([Answered] • Within SLT/ [Answered] Calls) Abandoned (ABN) • Calls—Number of inbound calls that were abandoned by the caller • AltiReport Manual...
  • Page 85 Figure 37. The top graph shows the average duration of incoming calls, broken out by hour of day. The bottom graph shows the percentage of calls that met the service level, also by hour of day. Data Source All data from the table WGSUMMARY AltiReport Manual 81...

  • Page 86: 2309 - Workgroup Cumulative Inbound Calls Analysis

    • Calls] # of Calls) Handle Time—Total handling time (talk time + hold time + wrap-up time) on • those answered calls Avg Handle—Average handling time per call ([Answered Calls] Handle Time/ • [Answered Calls] # of Calls) AltiReport Manual...
  • Page 87 Figure 39. The top graph shows average talk time and average handling time, by day of week. The bottom graph shows where abandoned calls were when they were abandoned. Data Source All data from the table WGSUMMARY AltiReport Manual 83...

  • Page 88: 2310 - Cumulative Outbound Calls Handling

    Total Handling Time—Total handling time (talk time + hold time + wrap-up time) • on all connected calls Avg Handling Time—Average handling time per call (Total handling Time/Total • Connected Calls) # of Xfer—Total number of outbound calls that were transferred • The data is also displayed in two graphs: AltiReport Manual...
  • Page 89 Chapter 3: The Reports Figure 41. The top graph shows number of calls per selected time period. The bottom graph shows average talk time and average handling time. Data Source All data from the table WGSUMMARY AltiReport Manual 85...

  • Page 90: 2311 - Total And % Inbound Calls Ans/Abn/Ofl

    # of Calls—Number of calls that were abandoned by the caller • % of Calls—Percentage that number is of the total number of inbound calls • ([Abandoned] # of Calls/Total Inbound Calls) Overflowed/Redirected Calls • # of Calls—Number of calls that were overflowed/redirected • AltiReport Manual...
  • Page 91 Figure 43. The top graph shows the numbers of calls that were answered, abandoned, and overflowed, by hour of day, in the specified time period. The bottom graph shows percent of total calls that were answered, abandoned, and overflowed. Data Source All data from the table WGSUMMARY AltiReport Manual 87...

  • Page 92: 2312 - Total & % Wg Inbound Calls In Queue

    # of Calls—Number of calls that did not have to wait in queue • % of Calls—Percentage that number is of the total number of inbound calls ([Calls • without Queue] # of Calls/Total Inbound Calls) The data is also displayed in two graphs: AltiReport Manual...
  • Page 93 Figure 45. The top graph shows the number of incoming calls that spent time in queue and those that did not. The bottom graph shows percentage of total calls that spent time in queue and those that did not spend time in queue. Data Source All data from the table WGSUMMARY AltiReport Manual 89...

  • Page 94: 2313 - Average Call Handling Time

    Total Handling Time—Total handling time (talk time + hold time + wrap-up time) • for all calls answered in the specified time interval Avg Handling Time—Average handling time per call (Total Handling Time/Total • Answered Calls) The data is also displayed in a line graph: AltiReport Manual...
  • Page 95 Chapter 3: The Reports Figure 47. A line graph shows average talk time and average handling time for the reporting period, by hour of day. Data Source All data from the table WGSUMMARY AltiReport Manual 91...

  • Page 96: 2314 - Total Outbound Calls

    Report Fields [Report interval]—The report interval specified in the query: Day of Week or Hour • of Day Total Outbound Calls—Total outbound calls connected in the specified time • interval. Data Source All data from the table WGSUMMARY AltiReport Manual...

  • Page 97: 2315 - Total Outbound Calls Handling Time

    Total Handling Time—Total handling time (talk time + hold time + wrap-up time) • for all outgoing calls connected in the specified time interval Avg Handling Time—Average handling time per call (Total Handling Time/Total • Connected Outgoing Calls) The data is also displayed in a line graph: AltiReport Manual 93...
  • Page 98 Figure 50. A line graph shows average talk time and average handling time. Data Source All data from the table WGSUMMARY AltiReport Manual...

  • Page 99: 2316 - Daily Max Number Of Calls In Queue

    Time of Day—The time of day, in intervals of 15 minutes or 30 minutes, depending • on what will fit on the graph (an 11-hour day will show in 15-minute increments) Data Source All data from the table WGRTSUMMARY AltiReport Manual 95...

  • Page 100: 2317 - Daily Longest Queue Time

    Time of Day—The time of day, in intervals of 15 minutes or 30 minutes, depending • on what will fit on the graph (an 11-hour day will show in 15-minute increments) Data Source All data from the table WGRTSUMMARY AltiReport Manual...

  • Page 101: 2318 - Daily Real Time Service Level

    Time of Day—The time of day, in intervals of 15 minutes or 30 minutes, depending • on what will fit on the graph (an 11-hour day will show in 15-minute increments) Data Source All data from the table WGRTSUMMARY AltiReport Manual 97...

  • Page 102: 2319 - Historical Service Level Summary Report

    ([Answered Calls] # of Calls/Total Inbound Calls) Abandoned Calls • # of Calls—Number of abandoned calls with queue time > service level • % of Calls—Percentage that number is of the total number of inbound calls • ([Abandoned Calls] # of Calls/Total Inbound Calls) AltiReport Manual...
  • Page 103 Figure 55. The top graph shows the percentage of calls that met the Total Service Level, by specified time interval (day of week, in this case). The bottom graph shows the percentage of answered calls that met the Answer Service Level, by specified time interval. Data Source All data from the table WGSUMMARY AltiReport Manual 99...

  • Page 104: Dnis Reports

    (The Service Level Threshold is set in AltiWare Admin > Workgroup Configuration > General tab.) Exit State—The state the call was in at the time of disconnection • Session ID—a unique number assigned by AltiWare to a call • AltiReport Manual...
  • Page 105 Chapter 3: The Reports Seq ID—A unique number that identifies multiple records of the same call (same • Session ID) Data Source All data from the table CDRMAIN AltiReport Manual 101...

  • Page 106: 3201 - Dnis Call Summary

    Talk Time—The total talk time on all answered calls for the time period • reported Avg Talk—Average talk time per call (Talk Time/Total Calls) • Hold Time—Total time that answered calls spent on hold • Avg Hold—Average hold time per call (Hold Time/[Answered] # of Calls) • AltiReport Manual...
  • Page 107 Data Source All data from the table CDRMAIN *Exit states of Answered, Abandoned, and Overflowed calls: Answered: Exit states are 8, 9, 10, 11, 12, 23, 24, 25. Abandoned: Exit state is 6. Overflowed: Exit state is 7. AltiReport Manual 103...
  • Page 108 AltiReport Manual...
  • Page 109 2307 - Workgroup Cumulative In- mary Report 35 Index bound/Outbound Call 78 Agent WG Outbound Calls Sum- 2308 - Workgroup Cumulative In- mary Report 37 bound Call Wait Time 80 WG Calls and Direct Call Activity Numerics 2309 - Workgroup Cumulative In- Summary Report 31 bound Call Handling 82 Agent State Summary Report 33...
  • Page 110 Total & % WG Inbound Calls in ry Report 98 Queue 88 Total & % Inbound Calls ANS/ Historical Service Level Summary Total Outbound Calls 92 ABN/OFL 86 Report 98 Total Outbound Calls Handling Time Total & % WG Inbound Calls in Queue 88 Total Outbound Calls 92 Total Outbound Calls Handling...

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