Avaya IP Office 8.1 Product Description page 406

Historical Reporting
The IP Office Customer Call Reporter reporting package has been simplified to enable the user to easily retrieve
the reporting information they need from one of seven standard drag and drop report templates. The IP Office
Customer Call Reporter offers "cradle to grave" reporting for businesses that want to track specifically how a
call was routed through their business. The historical reporting is accessed via the Supervisor login.
IP Office Customer Call Reporter Report Templates
The following main report templates are available with IP Office Customer Call Reporter:
Agent Summary Report
·
This report type details the call activity for agents in a queue or for specific agents.
Call Details Report
·
The Call Details Report contains details of the total number of calls, internal calls (optional), external
outbound calls and the total number of external inbound calls.
Call Summary Report
·
The Call Summary Report contains details of the total calls presented and answered; the average
speed to answer in percentage and average speed to answer time, the number of calls overflowed and
lost, the average abandon time as well as the grade of service.
Trace Reports
·
The Trace Report lists in chronological order all the events, date and time stamped that involved the
user selected.
Alarm Reports
·
Alarm reports can be created for the Supervisor Views. All the alarms for the selected subject are
listed over a user specified time period. Totals are included that show the number of warning and
critical alarms received for each unique alarm type included in the report.
Voicemail Reports
·
The report shows the following information; Total calls answered by the Auto-Attendant (Voicemail
Pro), total calls abandoned (lost) in Auto-Attendant, and a table of unique call flow trigger names with
a tally of the number of times the trigger has been received (e.g. who pressed 1 for sales in the Auto-
Attendant).
Agent Time Card Report
·
This report summarizes agent performance including time logged in, talk time, time in various states,
calls made and answered and agent performance. The report does not include internal calls.
Creating an IP Office Customer Call Reporter Report
From the seven basic report templates within IP Office Customer Call Reporter, a user can create over 100
different reports depending upon how they want to see the information that is most useful for their business. All
standard report templates have common fields that can be completed to create a report. And when entering
details in a field a wildcard '*' can be used to represent everything. The common fields are listed below:
Report Name
·
The text entered is used as the main title of the report. If the report is saved this is the saved name of
the report.
Subject
·
This is the main subject of the report. The drop down list offers a list of report subjects that are
pertinent to the report i.e. Hunt Group, Agent, DDI etc.
Filter
·
The filter is used to refine the data and again offers filters that are pertinent to the report i.e. All,
Answered, Lost, etc.
Exclude Internal
·
When selected, internal calls are excluded from the report.
Working Hours
·
The start and finish time of the working day can be specified using the spin controls.
Group Results by
·
The drop down list offers a list of display options.
Scheduled
·
By default this field is shown as 'Manual'. If the option 'Scheduled' is selected then additional fields are
available:
Report Format
·
The format that the report is to be produced in can be selected from Adobe, Word, Excel, Rich Text or
Crystal.
Email Address
·
An email address can be entered if the report is to be sent by email.
Product Description
IP Office 8.1
© 2012 AVAYA All rights reserved.
Page 406
Issue 26.k.- (16 August 2012)