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Altigen AltiReport Manual

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AltiReport
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12/2009 4510-0001-6.5 Update1

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  • Page 1 AltiReport ™ Manual 12/2009 4510-0001-6.5 Update1...
  • 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

    AltiReport Administration ........
  • Page 4 2101 - Workgroup Call Detail Report ......48 2201 - Workgroup Agent(s) State ......50 2202 - Workgroup Agent(s) Performance Summary.

  • Page 5: Hapter

    CDR reports, according to agent, workgroup, and DNIS. Both report summaries and analyses are available. Requirements AltiReport can be set up on a Microsoft Windows operating system. Use a separate server for AltiReport—do not install on the MAXCS ACM/ACC system. • Minimum system requirements: •...

  • Page 6: Upgrading Altireport

    AltiReport Installation program (setup\AltiReportInstallation.exe). 1. Click the JRE Information button. The information at the top of the scrolling window tells what you need for AltiReport. Scroll down to see what you have on your machine. JRE 1.5 and Tomcat 5.5 are required.
  • Page 7 80. The User Name and Password are for Tomcat administration. 8. In the Java Virtual Machine path dialog box, select the path of a J2SE 5.0 JRE installed on your system. 9. Click Install. AltiReport Manual 3...

  • Page 8: Accessing Altireports Remotely

    Java tab, change the Maximum Memory Pool to 512M. Restart the Tomcat Service. 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: •...

  • 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...

  • Page 10: Administrator Profile

    The administrative main menu includes the following configuration functions: Figure 2. AltiReport 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 AltiReport to access the external CDR database, 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: Altiware (Maxcs) Registration

    AltiWare (MAXCS) Registration Figure 6. AltiWare Registration > List All AltiWare (MAXCS) Systems AltiReport will use information entered in the AltiWare Registration window to check if the AltiGen server has an AltiReport license entered and registered. Each AltiGen server needs to have one license.

  • Page 13: User Management

    The administrator can add users to AltiReport using the User Management window. To add an AltiReport 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 AltiWare Assigned field, check at least one AltiWare (MAXCS) system that the user will be able to access for AltiReport. To limit the user’s queries to certain workgroups and DNIS numbers, check the appropriate filter check boxes and enter the workgroup numbers and DNIS numbers.

  • Page 15: 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. AltiReport Manual 11...
  • Page 16 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...

  • Page 17: Log Configuration

    Figure 15. Log Configuration Logging in to Run Reports When you log in to AltiReport as a User, you can run reports from the AltiWare (MAXCS) system that has been assigned to you by your 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.
  • Page 18 Figure 16. AltiReport User Login The User Information window is displayed when a user logs into AltiReport for the first time. Note: When you add reports to the Favorite Reports List, the List All Favorite Reports window becomes the window that is displayed the next time you log into AltiReport.

  • Page 19: Available Reports

    Chapter 2: Using AltiReport 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 (MAXCS) to query before taking you to the Set Parameters page. The Quick preference bypasses this option.
  • Page 20 2312 - Total and % WG Inbound Calls in Queue 2313 - Average Incoming Calls Handling Time 2314 - Total Outbound Calls 2315 - Total Outbound Calls Handling Time 2316 - Daily Max Number of Calls in Queue 2317 - Daily Longest Queue Time AltiReport Manual...

  • Page 21: Available Report Formats

    Chapter 2: Using AltiReport 2318 - Daily Real Time Service Level 2319 - Historical Service Level Summary Report DNIS Reports • DNIS Detail Report: 3101 - Call Detail Report • DNIS Summary Report: 3201 - Call Summary Available Report Formats These are examples of the available report formats (HTML, PDF, Excel).

  • Page 22: 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...
  • Page 23 Chapter 2: Using AltiReport 2. If you’re using the step-by-step query preference, the following dialog box opens: 3. Select the AltiWare (MAXCS) 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 24: 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...

  • Page 25: Scheduling Favorite Reports

    Chapter 2: Using AltiReport 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.

  • Page 26: 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...

  • Page 27: Printing Html Reports

    Chapter 2: Using AltiReport 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 29. Web Print window The Web Print feature will automatically adjust paper print size, layout and orientation.
  • Page 28 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...

  • Page 29: The Reports

    Chapter 3: The Reports H A P T E R The Reports This chapter describes each AltiReport. The chapter is divided into three sections: • Agent Reports Workgroup Reports • • DNIS Reports The following information is given for each report: Report ID number and title •...
  • 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

    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 • AltiReport Manual 27...
  • Page 32 Voice Message, Go to VM without leaving voice message. Session ID—a unique number assigned by MAXCS 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 MAXCS 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

    Start Date—Start date for the report 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 % 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 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 MaxAdmin > 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 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 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 48 CDR database registration 7 2201 - Workgroup Agent(s) State Cumulative Outbound Call Handling 2202 - Workgroup Agent(s) Perfor- accessing AltiReport remotely 4 mance Summary 51 admin role 5 2203 - Workgroup Agent Call Activ- administrator login 5 ity Summary with % Analysis 53...
  • Page 110 Time 74 Workgroup Reports 48 Average Call Handling Time 90 scheduling favorite reports 21 Cumulative Outbound Call Han- setting up AltiReport 4 dling 84 Daily Longest Queue Time 96 Daily Max Number of Calls in Queue 95 Tomcat, requirement 1 Daily Real Time Service Level 97 Total &...

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