Table of Contents
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Index
Numerics
1101 - Agent Activity Event 23
1102 - Agent Call Detail Report 25
1201 - Agent Performance Summa-
ry 27
1202 - WG Calls and Direct Call Ac-
tivity Summary Report 29
1203 - Agent State Summary Re-
port 31
1204 - Agent WG Inbound Calls
Summary Report 33
1205 - Agent WG Outbound Calls
Summary Report 35
1206 - Agent Direct Calls Summary
Report 37
1301 - Agent Call Volume Analysis
39
1302 - Agent Average WG Call Han-
dling Time Analysis 41
1303 - Agent % Contribution to
each WG (Inbound/Outbound) 43
2101 - Workgroup Call Detail Re-
port 46
2201 - Workgroup Agent(s) State
48
2202 - Workgroup Agent(s) Perfor-
mance Summary 49
2203 - Workgroup Agent Call Activ-
ity Summary with % Analysis 51
2204 - Workgroup Agent Call/Time
Contribution % Comparison 53
2205 - Workgroup Inbound/Out-
bound Call Summary with % Anal-
ysis 55
2206 - Workgroup Inbound Calls
Wait Time Summary 57
2207 - Workgroup Inbound Call
Handling Summary 59
2208 - Workgroup Outbound Call
Handling Summary 61
2208 - Workgroup Service Level
Summary Report 63
2301 - Workgroup Inbound An-
swered Call Wait Time 65
2302 - Workgroup Inbound Aban-
doned Call Wait Time 67
2303 - Workgroup Inbound Over-
flowed/Redirected Calls Wait Time
69
2304 - Workgroup Inbound Calls
Answering Time 71
2305 - Workgroup Outbound Call
Handling Time 72
2306 - Workgroup Inbound Call Pri-
ority 74
2307 - Workgroup Cumulative In-
bound/Outbound Call 76
2308 - Workgroup Cumulative In-
bound Call Wait Time 78
2309 - Workgroup Cumulative In-
bound Call Handling 80
2310 - Cumulative Outbound Call
Handling 82
2311 - Total & % Inbound Calls
ANS/ABN/OFL 84
2312 - Total & % WG Inbound Calls
in Queue 86
2313 - Average Call Handling Time
88
2314 - Total Outbound Calls 90
2315 - Total Outbound Calls Han-
dling Time 91
2316 - Daily Max Number of Calls in
Queue 93
2317 - Daily Longest Queue Time
94
2318 - Daily Real Time Service Lev-
el 95
2319 - Historical Service Level
Summary Report 96
3101 - DNIS Call Detail Report 98
3201 - DNIS Call Summary 100
A
accessing MaxReports remotely 4
admin role 5
administrator login 5
administrator profile 6
Agent % Contribution to each WG
(Inbound/Outbound) 43
Agent Activity Event 23
Agent Average WG Call Handling
Time Analysis 41
Agent Call Detail Report 25
Agent Call Volume Analysis 39
Agent Direct Calls Summary Report
37
Agent Performance Summary 27
Agent Report
Agent Call Detail Report 25
Agent Reports 23
Agent % Contribution to each
WG (Inbound/Outbound) 43
44
Agent Activity Event 23
Agent Average WG Call Handling
Time Analysis 41
Agent Call Volume Analysis 39
Agent Direct Calls Summary Re-
port 37
Agent Performance Summary 27
Agent State Summary Report 31
Agent WG Inbound Calls Sum-
mary Report 33
Agent WG Outbound Calls Sum-
mary Report 35
WG Calls and Direct Call Activity
Summary Report 29
Agent State Summary Report 31
Agent WG Call Handling Time Distri-
bution 44
Agent WG Inbound Calls Summary
Report 33
Agent WG Outbound Calls Summa-
ry Report 35
Average Call Handling Time 88
B
backup 11
backup and restore 11
C
CDR database registration 7
Cumulative Outbound Call Handling
82
D
Daily Longest Queue Time 94
Daily Max Number of Calls in Queue
93
Daily Real Time Service Level 95
DNIS Call Detail Report 98
DNIS Call Summary 100
DNIS Reports
DNIS Call Detail Report 98
DNIS Call Summary 100
DNIS, limiting access to 9
E
export settings 18
exporting a report 18
F
favorite reports
editing 20
removing 20
running manually 20
scheduling 19
,
H
Historical Service Level Summary
Report 96
I
installation 1
MaxReports Manual 103
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