4. Reports - Avaya IP Office User Manual

4. Reports

This section describes how supervisors can configure, view and save reports using the CCR's standard report templates.
Those reports can be run when required or can be scheduled to run automatically at preset intervals.
· Manually run reports are first viewed on screen in a browser window. From there they can be printed and/or
exported to a range of formats including Adobe PDF, Word, Excel and Crystal Reports.
· Automatically scheduled reports are sent either to a network printer or emailed as an attachment in Adobe PDF,
Word, Excel or Crystal Reports format.
Supported languages are Dutch, English (UK), English (US), French, Italian, Brazilian Portuguese,
Russian and Spanish.
Using Reports
Report activity can be divided into the following supervisor activities:
Creating Reports
·
Using the standard reports as templates, you can customize the settings and then save these as Saved Report
templates.
Scheduling Reports
·
For saved reports scheduled as automatic you can activate or deactivate when the report should be run
automatically.
Running Manual Reports
·
You can manually run a standard report or save report at any time. The report is initially displayed in a browser
window from where you can select to print it or to export it to a number of file formats.
Standard Report Templates
The following report templates are provided:
Report
Agent Summary
Report
101
Alarm Report
102
Call Details Report
103
Call Summary Report
106
Trace Report
108
Voicemail Report
109
CCR 1.0 User Guide
IP Office
94
98
97
Description
This report type details the call activity for agents in a queue or for specific agents.
This report lists the warning and alarms that have occurred.
This report details the individual calls for the selected target or targets. For internal calls, the
report only reflects the call data for the receiving end, not for the originator. External calls are
accounted and shown for the extension making the outbound call.
This report provides a summary for the selected target of calls presented, answered, overflowed
and lost. The average answer percentage, average answer time, average abandon time and
grade of service are also listed.
<<<need to make clear that report is for calls targeted to the selections, which pretty much
means inbound calls only, ie. not an outgoing call to which an account code is assigned>>>
This report lists in chronological order all the events for the selected target or targets within the
selected period.
Reports based on the CCR's Voicemail Report template can be used to track the usage of
customized call flows that have been added to Voicemail Pro. The reporting is not automatic,
only specific labels that have been assigned to call flow actions are reported on.
15-601130 Issue 1k (22 May 2009)
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