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Altigen MaxReports Manual

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MaxReports
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Manual
7/2011

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Summary of Contents for Altigen MaxReports

  • Page 1 MaxReports ™ Manual 7/2011...
  • Page 2 The information contained in this documentation is subject to change without notice. This documentation may be used only in accordance with the terms of the AltiGen Communications, Inc., License Agreement.

  • Page 3: Table Of Contents

    MaxReports Administration ........5...
  • Page 4 Index ..........103 2 MaxReports Manual...

  • Page 5: C Hapter

    Both report summaries and analyses are available. Requirements MaxReports can be set up on a Microsoft Windows operating system. • Use a separate server for MaxReports; do not install on the MaxACD system. Minimum system requirements: • IBM/PC AT compatible system •...
  • Page 6 1. Click the JRE Information button. The information at the top of the scrolling window tells what you need for MaxReports. Scroll down to see what you have on your machine. JRE 6.0 and Tomcat 6.0 are required. 2. If you don’t have JRE 6.0 installed, click the install JRE 6.0 button. If you don’t have Tomcat 6.0 installed, click the Install Tomcat 6.0 button.
  • Page 7 7. In the Java Virtual Machine path dialog box, select the path of a J2SE 6.0 JRE installed on your system. 8. Click Install. After successful installation of Tomcat 6.0, the MaxReports installation button is available. 9. Click the Install MaxReports button to install MaxReports.

  • Page 8: Accessing Maxreports Remotely

    Accessing MaxReports Remotely If MaxReports 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://<MaxReports_server_ip_address>:8080/maxreports http://<computer_name>:8080/maxreports • Note: The URL is case-sensitive.

  • Page 9: Hapter

    Chapter 2: Using MaxReports H A P T E R Using MaxReports When logging into MaxReports, you can log in as an Admin role to access MaxReports administrative and configuration functions or as a User to access reports. Important: For security, if the MaxReports window is idle for 15 minutes or longer, a timeout will occur, and you will need to log in again.

  • Page 10: Administrator Profile

    The administrative main menu includes the following configuration functions: Figure 2. MaxReports administrator menu options 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.

  • Page 11: Cdr Database Registration

    CDR Database Registration Figure 4. CDR Database Registration > List All Databases In order for MaxReports to access the SQL database where the CDR records are stored, the administrator must register a CDR database. To add a database, click the Register New CDR Database link in the CDR Database Registration window.

  • Page 12: Maxacd Registration

    MaxACD Registration Figure 6. MaxACD Registration > List All MaxACD Systems MaxReports will use information entered in the MaxACD Registration window to check if the MaxACD server has an MaxReports license entered and registered. Each MaxACD server needs to have one license.

  • Page 13: User Management

    The administrator can add users to MaxReports using the User Management window. To add a MaxReports user, click the Add User link at the bottom of the page. Enter the Login Name, Password, First Name, Last Name, Title (optional), Email Address, and Department Name (optional) for the user.

  • Page 14: Mail Server Configuration

    In the Mail Server Configuration edit window, enter the necessary information in the blank fields for: • MaxReports Server Name (DNS name or IP address; this is included in the body of the emails that are sent to the user, to provide a link to the server) •...

  • 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 MaxReports backup file (MaxReportsYEAR/MONTH/DAY.zip) or save the file. Figure 13. MaxReports Back Up File Download dialog box...

  • Page 16: Log Configuration

    Figure 15. Log Configuration Logging in to Run Reports When you log in to MaxReports as a User, you can run reports from the MaxACD system that has been assigned to you by your MaxReports administrator. To log in as an MaxReports user, in the MaxReports Login screen, select the role User and enter user Login Name and Password, then click the Login button.
  • Page 17 MaxReports. Figure 17. MaxReports User Information screen 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 MaxACD to query before taking you to the Set Parameters page.

  • Page 18: Available Reports

    2101 - Call Detail Report • Workgroup Summary Reports: 2201 - Agent(s) State 2202 - Agent(s) Performance Summary 2203 - Agent Call Activity Summary with % Analysis 2204 - Agent Call/Time Contribution % Comparison 2205 - Inbound/Outbound Call Summary with % Analysis MaxReports Manual...

  • Page 19: Available Report Formats

    Chapter 2: Using MaxReports 2206 - Inbound Calls Wait Time Summary 2207 - Inbound Calls Handling Summary 2208 - Outbound Calls Handling Summary 2209 - Service Level Summary Report • Workgroup Analysis Reports: 2301 - Inbound Answered Calls Wait Time...

  • Page 20: Running Reports

    1. From a Report drop-down list, move the cursor to the report menu you want (Agent or Workgroup), then move it to the type of report (Detail, Summary or Analysis), and then move to and click the desired report. MaxReports Manual...
  • Page 21 Chapter 2: Using MaxReports Figure 23. Selecting a report 2. If you’re using the step-by-step query preference, the following dialog box opens: 3. Select the MaxACD system you want to query, and click Next. 4. In the Set Parameters screen (shown in the figure below), set the parameters for the report, including the Summary interval, Time Range, Filter By, and Output (Group by and Show empty records) options.

  • Page 22: Setting Parameters In The Export Report Screen

    Lets you export and/or browse in HTML a single page or a range of pages. Specify the page or page range in the From and To drop-down lists. To save your specified pages, click Export to local. To view the specified pages in HTML, click Browse HTML on web. MaxReports Manual...

  • Page 23: Scheduling Favorite Reports

    Chapter 2: Using MaxReports Lets you save the parameters for this report, so you don’t have to specify them again • in the future and lets you schedule the report to run automatically at a time you specify. To save the report parameters, click Add to favorites. The Add favorite report dialog box appears: Give the report an appropriate name, type a description, and click Submit.

  • Page 24: Running A Favorite Report Manually

    To save the report, clear the Export via email check box, 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. MaxReports Manual...

  • Page 25: Printing Html Reports

    Chapter 2: Using MaxReports Printing HTML Reports To print a report from an HTML file, click the Web Print button at the top of the report. This opens a new Web window. Figure 30. Web Print window The Web Print feature will automatically adjust paper print size, layout and orientation.
  • Page 26 MaxReports Manual...

  • Page 27: The Reports

    Chapter 3: The Reports H A P T E R The Reports This chapter describes each report available in MaxReports. The chapter is divided into three sections: • Agent Reports • Workgroup Reports The following information is given for each report: •...
  • Page 28 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 MaxReports Manual...

  • Page 29: 1102 - Agent Call Detail Report

    Dir—The direction of the call: Inbound or Outbound • 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 • MaxReports Manual 25...
  • Page 30 Session ID—a unique number assigned by MaxACD 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 MaxReports Manual...

  • Page 31: 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: MaxReports Manual 27...
  • Page 32 Not-Ready—Time in Not-Ready state • DND/FWD—Time the agent’s extension was set to DND or FWD Error—The amount of time the agent’s extension was in error state. • Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4. MaxReports Manual...

  • Page 33: 1202 - Wg Calls 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) • MaxReports Manual 29...
  • Page 34 %—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 MaxReports Manual...

  • Page 35: 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 MaxReports Manual 31...
  • Page 36 Error—The amount of time the agent’s extension 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. MaxReports Manual...

  • Page 37: 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) • MaxReports Manual 33...
  • Page 38 • 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. MaxReports Manual...

  • Page 39: 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 MaxReports Manual 35...
  • Page 40 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. MaxReports Manual...

  • Page 41: 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 MaxReports Manual 37...
  • Page 42 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. MaxReports Manual...

  • Page 43: 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 MaxReports Manual 39...
  • Page 44 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. MaxReports Manual...

  • Page 45: 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). MaxReports Manual 41...
  • Page 46 Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2. MaxReports Manual...

  • Page 47: 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 MaxReports Manual 43...

  • Page 48: 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. MaxReports Manual...
  • Page 49 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 MaxReports Manual 45...

  • Page 50: 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 • MaxReports Manual...

  • Page 51: General Tab

    • Session ID—a unique number assigned by MaxACD 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 MaxReports Manual 47...

  • Page 52: 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 extension was in DND/FWD state Error—The amount of time the agent’s extension was in error state. • Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY3, AGENTSUMMARY1, AGENTSUMMARY4. MaxReports Manual...

  • Page 53: 2202 - Workgroup Agent(S) Performance Summary

    Answered, Hold, Wrap-up • Answered—Calls the agent was connected to • Hold—Calls the agent put on hold MaxReports Manual 49...
  • Page 54 Not-Ready—Amount of time in Not-Ready state DND/FWD—Amount of time the agent’s extension was set to DND or FWD • • Error—Amount of time the agent’s extension was in error state. Data Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4. MaxReports Manual...

  • Page 55: 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 MaxReports Manual 51...
  • Page 56 %—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. MaxReports Manual...

  • Page 57: 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 • MaxReports Manual 53...
  • Page 58 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 MaxReports Manual...

  • Page 59: 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) • MaxReports Manual 55...
  • Page 60 • 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 MaxReports Manual...

  • Page 61: 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 MaxReports Manual 57...
  • Page 62 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 MaxReports Manual...

  • Page 63: 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. MaxReports Manual 59...
  • Page 64 % of Calls—Percentage that number is of the total inbound workgroup calls ([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 MaxReports Manual...

  • Page 65: 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 MaxReports Manual 61...
  • Page 66 Data Source All data from the table WGSUMMARY. MaxReports Manual...

  • Page 67: 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 • MaxReports Manual 63...
  • Page 68 • 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. MaxReports Manual...

  • Page 69: 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) MaxReports Manual 65...
  • Page 70 (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 MaxReports Manual...

  • Page 71: 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) MaxReports Manual 67...
  • Page 72 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 MaxReports Manual...

  • Page 73: 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) MaxReports Manual 69...
  • Page 74 (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 MaxReports Manual...

  • Page 75: 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 MaxReports Manual 71...

  • Page 76: 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) MaxReports Manual...
  • Page 77 Figure 30. 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 MaxReports Manual 73...

  • Page 78: 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) MaxReports Manual...
  • Page 79 Figure 32. 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 MaxReports Manual 75...

  • Page 80: 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 MaxReports Manual...
  • Page 81 Figure 34. 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 MaxReports Manual 77...

  • Page 82: 2308 - Workgroup Cumulative Inbound Calls Wait Time

    Service Level Threshold is set in MaxACD Administrator > 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 MaxReports Manual...
  • Page 83 Figure 36. 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 MaxReports Manual 79...

  • Page 84: 2309 - Workgroup Cumulative Inbound Calls Analysis

    Avg Talk—Average talk time per call ([Answered Calls] Talk Time/[Answered 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) MaxReports Manual...
  • Page 85 Figure 38. 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 MaxReports Manual 81...

  • Page 86: 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: MaxReports Manual...
  • Page 87 Chapter 3: The Reports Figure 40. 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 MaxReports Manual 83...

  • Page 88: 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 MaxReports Manual...
  • Page 89 Figure 42. 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 MaxReports Manual 85...

  • Page 90: 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: MaxReports Manual...
  • Page 91 Figure 44. 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 MaxReports Manual 87...

  • Page 92: 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: MaxReports Manual...
  • Page 93 Chapter 3: The Reports Figure 46. 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 MaxReports Manual 89...

  • Page 94: 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 MaxReports Manual...

  • Page 95: 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: MaxReports Manual 91...
  • Page 96 Figure 49. A line graph shows average talk time and average handling time. Data Source All data from the table WGSUMMARY MaxReports Manual...

  • Page 97: 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 MaxReports Manual 93...

  • Page 98: 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 MaxReports Manual...

  • Page 99: 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 MaxReports Manual 95...

  • Page 100: 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) MaxReports Manual...
  • Page 101 Figure 54. 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 MaxReports Manual 97...

  • Page 102: Dnis Reports

    (The Service Level Threshold is set in MaxAdmin > Workgroup Configuration > General tab.) Exit State—The state the call was in at the time of disconnection • • Session ID—a unique number assigned by MAXCS to a call MaxReports Manual...
  • Page 103 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 MaxReports Manual 99...

  • Page 104: 3201 - Dnis Call Summary

    • • Hold Time—Total time that answered calls spent on hold • Avg Hold—Average hold time per call (Hold Time/[Answered] # of Calls) • Abandoned (all calls with talk duration = 0 and abandon target type > 0)* MaxReports Manual...
  • Page 105 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. MaxReports Manual 101...
  • Page 106 MaxReports Manual...

  • Page 107: Index

    Daily Max Number of Calls in Queue 2201 - Workgroup Agent(s) State Daily Real Time Service Level 95 2202 - Workgroup Agent(s) Perfor- accessing MaxReports remotely 4 DNIS Call Detail Report 98 mance Summary 49 admin role 5 DNIS Call Summary 100...
  • Page 108 Total & % WG Inbound Calls in Total & % Inbound Calls ANS/ Queue 86 ABN/OFL 84 Total Outbound Calls 90 Total & % WG Inbound Calls in Total Outbound Calls Handling Time Queue 86 Total Outbound Calls 90 MaxReports Manual 104...

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