MiContact Center Business - MiVoice

Business
Reporting Guides

Release 9.4 SP2

Document Version 1.0

December 2022
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 Contents

1 Contact Center Reporting......................................................1

1.1Overview............................................................................................................ 1
1.2
Contact Center Reports.....................................................................................5
1.3
About this Guide................................................................................................ 5
1.4
Searching for Key Words and Topics................................................................ 6
1.5
Printing this Reports Guide............................................................................... 7
1.6
Understanding ACD and SMDR report data..................................................... 7
1.6.1 ACD Data Stream.....................................................................................8
1.6.2 SMDR Data Stream..................................................................................8
2 Service Level and Your Reports...............................................................................10
2.1 Understanding the Service Level.....................................................................10
2.1.1 Offered.................................................................................................... 11
2.1.2 Abandoned..............................................................................................11
2.1.3 Interflowed...............................................................................................11
2.1.4 Handled...................................................................................................12
2.1.5 Service Level Time................................................................................. 12
2.1.6 Service Level Count............................................................................... 12
2.1.7 Service Level Percent.............................................................................12
2.2 Setting the Service Level Objective.................................................................14
2.3 Routing Interactions to Optimize Service........................................................ 15
2.3.1 Overflow Interactions.............................................................................. 15
2.3.2 Interflow Interactions...............................................................................15
2.3.3 Forward Calls to Voice Mail....................................................................15
2.3.4 Contract Calls to Customer-Care Bureaus............................................. 15

3 Forecasting........................................................................... 16
3.1 Forecasting Concepts...................................................................................... 16
3.2 Forecasting Terms........................................................................................... 17

4 Creating Reports.................................................................. 19
4.1 Generating On-Demand Reports.....................................................................20
4.1.1 Setting up My email contacts for emailing reports..................................21
4.1.2 Setting up My email contact groups for emailing reports........................21
4.1.3 Reporter Parameters.............................................................................. 22
4.1.4 Generating reports.................................................................................. 23
4.1.5 Emailing Reports.....................................................................................26
 4.1.6 Printing reports........................................................................................27
4.2 Report Inbox parameters.................................................................................27
4.3 Viewing reports................................................................................................ 29
4.3.1 Producing your own graphs in Excel......................................................30
4.4 Deleting reports............................................................................................... 30
4.5 Troubleshooting missing data..........................................................................31
5 Scheduling reports to run automatically................................................................... 33
5.1 Scheduled reports parameters........................................................................ 33
5.2 Generating scheduled reports......................................................................... 33
5.2.1 Creating report schedules.......................................................................34
5.2.2 Creating MiContact Center Business - Contact Center Report
schedules......................................................................................................... 35
5.2.3 Creating User report schedules and Employee schedule mailer
schedules......................................................................................................... 37
5.3 Adding reports to schedules............................................................................38
5.3.1 Adding MiContact Center Business - Contact Center reports to
schedules......................................................................................................... 39
5.3.2 Adding agent and employee reports to User reports schedules............. 39
5.3.3 Adding work schedules to Employee schedule mailer schedules...........41
5.4 Generating scheduled reports immediately..................................................... 41
5.5 Editing schedules.............................................................................................42
5.6 Deleting schedules...........................................................................................42

6 Custom reporting options................................................... 43

6.1 Flexible Reporting............................................................................................ 43
6.2 SQL Views....................................................................................................... 57

7 Report Descriptions and Examples....................................60

7.1 Top Five recommended reports.......................................................................61
7.2 Using reports to identify problems...................................................................62
8 Voice reports............................................................................................................. 67
8.1 Voice Lifecycle Reports................................................................................... 67
8.2 Voice Charts.................................................................................................... 71
8.2.1 Voice Agent Performance Chart............................................................. 72
8.2.2 Voice Agent Group Performance chart...................................................76
8.2.3 Voice Queue Performance chart............................................................ 82
8.2.4 Voice Queue Group Performance chart................................................. 84
8.3 Voice Account Code reports............................................................................87
8.3.1 Voice Account Code Group by Account Code........................................88
8.4 Voice Agent reports......................................................................................... 90
8.4.1 Voice Agent and Agent Group Performance by Account Code.............. 92
8.4.2 Voice Agent and Agent Group Performance by Day of Month................93
8.4.3 Voice Agent and Agent Group Performance by Day of Week................ 95
 8.4.4 Voice Agent and Agent Group Performance by Make Busy / DND
Code................................................................................................................. 97
8.4.5 Voice Agent and Agent Group Performance by Month...........................99
8.4.6 Voice Agent and Agent Group Performance by Period........................ 101
8.4.7 Voice Agent and Agent Group Performance by Queue........................ 103
8.4.8 Voice Agent Group Performance by Agent.......................................... 106
8.4.9 Voice Agent Group by Agent by Account Code Compliance................ 108
8.4.10 Voice Agent and Agent Group Event by Period (hh:mm:ss)............... 111
8.4.11 Voice Agent and Agent Group Event by Period (Percentages)...........119
8.4.12 Voice Agent Group by Agent by Make Busy / DND Code.................. 123
8.4.13 Voice Agent Group Event by Agent by Day of Month.........................125
8.4.14 Voice Agent Group Event by Agent by Day of Week..........................129
8.4.15 Voice Agent and Agent Group Internal/External Call Counts by Day
of Month......................................................................................................... 133
8.4.16 Voice Agent and Agent Group Internal/External Call Counts by Day
of Week.......................................................................................................... 136
8.4.17 Voice Agent and Agent Group Internal/External Call Counts by
Month..............................................................................................................139
8.4.18 Voice Agent and Agent Group Internal/External Call Counts by
Period............................................................................................................. 143
8.4.19 Voice Agent Group Internal/External Call Counts by Agent................146
8.4.20 Voice Agent Shift by Period................................................................149
8.4.21 Voice Agent by Make Busy / DND Trace............................................152
8.4.22 Voice Agent Inbound Trace................................................................ 154
8.4.23 Voice Agent Outbound Trace............................................................. 156
8.4.24 Voice Agent Group Inbound Trace..................................................... 158
8.4.25 Voice Agent Group Outbound Trace.................................................. 160
8.4.26 Voice Agent by Answering Agent Group............................................ 161
8.4.27 Voice Answering Agent Group by Agent............................................ 163
8.5 Voice Queue reports......................................................................................164
8.5.1 Voice Queue and Queue Group Performance by Account Code..........166
8.5.2 Voice Queue and Queue Group Performance by Member................... 168
8.5.3 Voice Queue and Queue Group Performance by Day of Month........... 170
8.5.4 Voice Queue and Queue Group Performance by Day of Week............172
8.5.5 Voice Queue and Queue Group Performance by DNIS....................... 176
8.5.6 Voice Queue and Queue Group Performance by Month...................... 179
8.5.7 Voice Queue and Queue Group Performance by Period......................183
8.5.8 Voice Queue Group Performance by Queue........................................187
8.5.9 Voice Queue Group Performance by Queue Group – Multi-select....... 191
8.5.10 Voice Queue Abandon vs. Answer Comparison.................................193
8.5.11 Voice Queue Group by Queue with Agent Information....................... 197
8.5.12 Voice Queue and Queue Group Abandon Spectrum by Period..........200
8.5.13 Voice Queue Group Abandon Spectrum by Queue............................202
8.5.14 Voice Queue and Queue Group Answer Spectrum by Period............ 204
8.5.15 Voice Queue Group Answer Spectrum by Queue.............................. 205
8.5.16 Voice Queue and Queue Group Handle Spectrum by Period.............207
8.5.17 Voice Queue Group Handle Spectrum by Queue...............................208
 8.5.18 Voice Queue and Queue Group Interflow Spectrum by Period...........210
8.5.19 Voice Queue Group Interflow Spectrum by Queue.............................212
8.5.20 Voice Queue Ringing Spectrum by Period and Queue Group Ring
Time Spectrum by Period.............................................................................. 213
8.5.21 Voice Queue Group Ring Time Spectrum by Queue..........................215
8.5.22 Voice Queue and Queue Group Internal/External Call Counts by
Period............................................................................................................. 217
8.5.23 Voice Queue and Queue Group ANI by Area Code........................... 220
8.5.24 Voice Queue and Queue Group Unavailable Trace........................... 223
8.6 Voice Extension reports.................................................................................224
8.6.1 Voice Extension and Extension Group Performance by Account
Code............................................................................................................... 226
8.6.2 Voice Extension and Extension Group Performance by Day of
Month..............................................................................................................228
8.6.3 Voice Extension and Extension Group Performance by Day of
Week...............................................................................................................231
8.6.4 Voice Extension and Extension Group Performance by Month............ 234
8.6.5 Voice Extension and Extension Group Performance by Period............ 237
8.6.6 Voice Extension Group Performance by Extension.............................. 240
8.7 Voice Trunk reports........................................................................................244
8.7.1 Voice Trunk and Trunk Group Performance by Period......................... 244
8.7.2 Voice Trunk and Trunk Group Performance by Day of Week............... 246
8.7.3 Voice Trunk Group Performance by Trunk........................................... 248
8.7.4 Voice Trunk Group Busy Minutes......................................................... 250
8.8 Voice Employee reports.................................................................................251
8.8.1 Voice Employee Performance by Agent ID.......................................... 252
8.8.2 Voice Employee and Employee Group Performance by Day of
Month..............................................................................................................255
8.8.3 Voice Employee and Employee Group Performance by Day of
Week...............................................................................................................256
8.8.4 Voice Employee Performance by Extension.........................................257
8.8.5 Voice Employee and Employee Group Performance by Make Busy /
DND Code......................................................................................................260
8.8.6 Voice Employee and Employee Group Performance by Month............ 261
8.8.7 Voice Employee and Employee Group Performance by Period............262
8.8.8 Voice Employee and Employee Group Performance by Queue........... 265
8.8.9 Voice Employee Group Performance by Employee..............................267
8.8.10 Voice Employee Event by Period (hh:mm:ss).................................... 270
8.8.11 Voice Employee Group Internal/External Call Counts by Agent..........274
8.8.12 Voice Employee and Employee Group Internal/External Call Counts
by Day of Month............................................................................................ 276
8.8.13 Voice Employee and Employee Group Internal/External Call Counts
by Day of Week............................................................................................. 278
8.8.14 Voice Employee Group Internal/External Call Counts by Employee... 280
8.8.15 Voice Employee and Employee Group Internal/External Call Counts
by Month........................................................................................................ 282
 8.8.16 Voice Employee and Employee Group Internal/External Call Counts
by Period........................................................................................................ 284
8.9 Voice Team reports........................................................................................286
8.9.1 Voice Team Performance by Agent...................................................... 287
8.9.2 Voice Team Performance by Day of Week...........................................288
8.9.3 Voice Team Performance by Day of Month.......................................... 289
8.9.4 Voice Team Performance by Month..................................................... 290
8.9.5 Voice Team Performance by Period..................................................... 291
8.9.6 Voice Team Performance by Queue.....................................................293
8.9.7 Voice Team Event by Period (Percentages)......................................... 294
8.10 Voice DNIS reports...................................................................................... 295
8.10.1 Voice DNIS and DNIS Group Performance by Day of Month............. 296
8.10.2 Voice DNIS and DNIS Group Performance by Day of Week.............. 297
8.10.3 Voice DNIS and DNIS Group Performance by Month........................ 299
8.10.4 Voice DNIS and DNIS Group Performance by Period........................ 300
8.10.5 Voice DNIS and DNIS Group Performance by Queue........................303
8.10.6 Voice DNIS Group Performance by DNIS.......................................... 306
8.11 Voice Forecast reports................................................................................. 309
8.11.1 Voice Queue and Queue Group Forecasting......................................310
9 Conversation Detail reports.................................................................................... 313
9.1 Data Dictionary on Conversation Summary Data..........................................318
9.1.1 vw_Dispositions.................................................................................... 324
9.1.2 SQL Sample - Joining Conversation Summary and Conversation
Disposition...................................................................................................... 326
10 Email Reports....................................................................................................... 328
10.1 Email Agent Reports....................................................................................328
10.1.1 Email Agent and Agent Group by Make Busy Code...........................329
10.1.2 Email Agent and Agent Group Performance by Account Code.......... 330
10.1.3 Email Agent and Agent Group Performance by Period...................... 331
10.1.4 Email Agent Group Performance by Agent........................................ 334
10.1.5 Email Agent and Agent Group Event by Period (hh:mm:ss)...............336
10.2 Email queue reports.................................................................................... 340
10.2.1 Email Queue and Queue Group Performance by Account Code........340
10.2.2 Email Queue Performance by Agent.................................................. 341
10.2.3 Email Queue and Queue Group Performance by Period................... 344
10.2.4 Email Queue Group Performance by Queue......................................347
10.2.5 Email Queue and Queue Group Answer Spectrum by Period............ 350
10.2.6 Email Queue and Queue Group Handle Spectrum by Period............ 352
10.2.7 Email Queue and Queue Group Interflow Spectrum by Period.......... 354
10.2.8 Email Queue Group Answer Spectrum by Queue.............................. 356
10.2.9 Email Queue Group Handle Spectrum by Queue.............................. 358
10.2.10 Email Queue Group Interflow Spectrum by Queue.......................... 359
11 Chat reports.......................................................................................................... 361
11.1 Chat agent reports....................................................................................... 361
11.1.1 Chat Agent and Agent Group by Make Busy Code............................ 362
11.1.2 Chat Agent and Agent Group Performance by Account Code............ 363
11.1.3 Chat Agent and Agent Group Performance by Period........................364
 11.1.4 Chat Agent Group Performance by Agent.......................................... 366
11.1.5 Chat Agent and Agent Group Event by Period (hh:mm:ss)................ 368
11.2 Chat queue reports...................................................................................... 374
11.2.1 Chat Queue and Queue Group Performance by Account Code......... 375
11.2.2 Chat Queue Performance by Agent....................................................376
11.2.3 Chat Queue and Queue Group Performance by Period..................... 378
11.2.4 Chat Queue Group Performance by Queue....................................... 380
11.2.5 Chat Queue and Queue Group Abandon Spectrum by Period........... 383
11.2.6 Chat Queue and Queue Group Answer Spectrum by Period............. 385
11.2.7 Chat Queue and Queue Group Handle Spectrum by Period.............. 387
11.2.8 Chat Queue and Queue Group Interflow Spectrum by Period............ 388
11.2.9 Chat Queue Group Abandon Spectrum by Queue............................. 390
11.2.10 Chat Queue Group Answer Spectrum by Queue..............................391
11.2.11 Chat Queue Group Handle Spectrum by Queue.............................. 392
11.2.12 Chat Queue Group Interflow Spectrum by Queue............................ 394
12 SMS reports.......................................................................................................... 396
12.1 SMS agent reports.......................................................................................396
12.1.1 SMS Agent and Agent Group by Make Busy Code............................397
12.1.2 SMS Agent and Agent Group Performance by Account Code............398
12.1.3 SMS Agent and Agent Group Performance by Period....................... 399
12.1.4 SMS Agent Group Performance by Agent..........................................402
12.1.5 SMS Agent and Agent Group Event by Period (hh:mm:ss)................ 404
12.2 SMS queue reports......................................................................................409
12.2.1 SMS Queue and Queue Group Performance by Account Code.........410
12.2.2 SMS Queue Performance by Agent................................................... 411
12.2.3 SMS Queue and Queue Group Performance by Period.....................413
12.2.4 SMS Queue Group Performance by Queue.......................................417
12.2.5 SMS Queue and Queue Group Answer Spectrum by Period............. 421
12.2.6 SMS Queue and Queue Group Handle Spectrum by Period..............423
12.2.7 SMS Queue and Queue Group Interflow Spectrum by Period............426
12.2.8 SMS Queue Group Answer Spectrum by Queue............................... 428
12.2.9 SMS Queue Group Handle Spectrum by Queue................................429
12.2.10 SMS Queue Group Interflow Spectrum by Queue............................431
13 Open Media Reports............................................................................................ 433
13.1 Open Media agent reports...........................................................................433
13.1.1 Open Media Agent and Agent Group by Make Busy Code................ 433
13.1.2 Open Media Agent and Agent Group Performance by Account
Code............................................................................................................... 434
13.1.3 Open Media Agent Group Performance by Agent.............................. 435
13.1.4 Open Media Agent and Agent Group Event by Period (hh:mm:ss).....438
13.2 Open Media Queue Reports....................................................................... 441
13.2.1 Queue Performance by Account Code...............................................441
13.2.2 Open Media Queue Performance by Agent....................................... 442
13.2.3 Open Media Queue Performance by Period...................................... 444
13.2.4 Open Media Queue and Queue Group Answer Spectrum by
Period............................................................................................................. 445
 13.2.5 Open Media Queue and Queue Group Handle Spectrum by
Period............................................................................................................. 447
13.2.6 Open Media Queue and Queue Group Interflow Spectrum by
Period............................................................................................................. 449
13.2.7 Open Media Queue Group Answer Spectrum by Queue................... 451
13.2.8 Open Media Queue Group Handle Spectrum by Queue.................... 452
13.2.9 Open Media Queue Group Interflow Spectrum by Queue.................. 454
13.2.10 Open Media Queue Group Performance by Queue......................... 455
14 Multimedia reports................................................................................................ 457
14.1 Multimedia queue reports............................................................................ 457
14.1.1 Multimedia Queue Group Multimedia by Queue with Agent
Information......................................................................................................458
14.1.2 Multimedia Queue Group Performance by Queue............................. 463
14.1.3 Multimedia Queue Group Performance by Queue by Account
Code............................................................................................................... 468
14.1.4 Unified Queue Group chart.................................................................470
14.2 Multimedia Employee reports...................................................................... 473
14.2.1 Multimedia Employee Group by Employee by Agent......................... 474
14.2.2 Multimedia Employee Group Performance by Employee by Queue... 476
14.2.3 Multimedia Employee Inbound Trace................................................. 479
14.3 Multimedia agent reports............................................................................. 485
14.3.1 Multimedia Agent Group by Media Server by Agent.......................... 485
14.3.2 Multimedia Agent Group Inbound Trace.............................................488
15 Workforce Scheduling reports.............................................................................. 494
15.1 Schedules reports........................................................................................ 494
15.1.1 Detailed Schedule by Employee with Totals.......................................494
15.1.2 Employee Configuration......................................................................496
15.1.3 Schedule by Employee by Time Off by Day of Week......................... 497
15.1.4 Schedule Coverage Totals by Type.................................................... 498
15.1.5 Summary Schedule by Employee...................................................... 499
15.1.6 Work Hours Summary Schedule by Employee...................................500
15.2 Employee Portal reports.............................................................................. 501
15.2.1 Employee Portal Availability Requests............................................... 501
15.2.2 Employee Portal Shift Change Status................................................ 503
15.2.3 Employee Portal Shift Requests.........................................................504
15.2.4 Employee Portal Time Off Requests.................................................. 506
15.3 Schedule Adherence reports....................................................................... 507
15.3.1 Employee Adherence Trace............................................................... 507
15.3.2 Employee Group Adherence by Period.............................................. 508
15.3.3 Employee Group Time Out of Adherence by Employee by Day of
Week/Month....................................................................................................510
16 IVR Routing reports.............................................................................................. 513
16.1 IVR Routing Callback reports...................................................................... 513
16.1.1 IVR Routing Callback Queue Performance by Agent......................... 514
16.1.2 IVR Routing Callback Queue Performance by Period........................ 515
16.1.3 IVR Routing Callback Queue Group Performance by Agent.............. 517
16.1.4 IVR Routing Callback Queue Group Performance by Period............. 519
 16.1.5 IVR Routing Callback Queue Group Performance by Queue............. 520
16.2 IVR Routing Port reports............................................................................. 522
16.2.1 IVR Routing Port Performance by Hunt Group...................................523
16.2.2 IVR Routing Port Performance by Period...........................................524
16.3 IVR Routing DNIS reports........................................................................... 526
16.3.1 IVR Routing DNIS Performance by Period.........................................526
16.3.2 IVR Routing DNIS Group Performance by DNIS................................530
16.3.3 IVR Routing DNIS Group Performance by DNIS by Period................533
16.3.4 IVR Routing DNIS Group Performance by Period.............................. 537
16.4 IVR Routing Hunt Group reports................................................................. 541
16.4.1 IVR Routing Hunt Group Performance by Period...............................541
16.4.2 IVR Routing Hunt Group Performance by Port...................................543
16.5 IVR Routing Agent reports.......................................................................... 544
16.5.1 IVR Routing Agent Performance by Callback Queue......................... 545
16.5.2 IVR Routing Agent Group Performance by Callback Queue.............. 546
17 Traffic Analysis reports......................................................................................... 548
17.1 Traffic Attendant reports.............................................................................. 548
17.1.1 Attendant Console Traffic by Period................................................... 548
17.1.2 Attendant Traffic by Period................................................................. 550
17.1.3 Attendant Group Traffic by Period...................................................... 552
17.2 Traffic DTMF Receiver Group reports......................................................... 553
17.2.1 DTMF Receiver Group Traffic by Period............................................ 554
17.3 Traffic Route reports.................................................................................... 555
17.3.1 Route Plan Traffic by Period.............................................................. 555
17.3.2 Route List Traffic by Period................................................................ 557
17.3.3 Route Traffic by Period report............................................................ 558
17.4 Traffic Trunk reports.....................................................................................560
17.4.1 Trunk Busy Hour Traffic by Day of Week........................................... 561
17.4.2 Trunk Traffic by Period....................................................................... 562
17.4.3 Trunk Traffic Usage by Day of Week..................................................564
17.4.4 Trunk Group Outgoing Busy Hour Traffic by Day of Week................. 565
17.4.5 Trunk Group Outgoing Traffic by Period.............................................566
17.4.6 Trunk Group Outgoing Traffic Usage by Day of Week....................... 568
18 Workflow Reports..................................................................................................571
18.1 Workflow Condition reports..........................................................................571
18.1.1 Workflow Branch by Condition........................................................... 571
18.1.2 Workflow Condition by Branch........................................................... 573
18.1.3 Workflow Condition by Condition........................................................574
19 Administrative reports........................................................................................... 577
19.1 Employee report...........................................................................................577

20 Glossary............................................................................ 579

21 Reporting terms and definitions..................................... 582

 Contact Center Reporting 1
This chapter contains the following sections:
• Overview
• Contact Center Reports
• About this Guide
• Searching for Key Words and Topics
• Printing this Reports Guide
• Understanding ACD and SMDR report data

This chapter contains the following sections:

• Overview
• Contact Center Reports Workgroup Reports
• About this Guide
• Searching for Key Words and Topics
• Printing this Reports Guide
• Understanding ACD and SMDR report data
• Service Level and Your Reports

1.1 Overview

Note:
For detailed information on MiVoice Analytics and MiVoice Analytics reports, see the
MiVoice Analytics Reports Guide.

The Mitel MiContact Center Business - Contact Center Reports Guide provides a
description and an image of the following report types:

• Administrative reports:

Administrative reports consist of the Employee report. It provides configuration data

and contact information on each employee.

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• Voice reports:

Voice reports provide detailed information about call performance. Voice reports can
be run on the following devices: Agent and Agent group, Queue and Queue group,
Employee and Employee group, Team, Extension, Trunk, Forecast, and DNIS.
• Conversation Detail reports:

Conversation Detail reports provide detailed information on events generated during

the life of contacts. Conversation Detail reports can be run on the following devices:
Agent group, Queue and Queue group, Employee and Employee group, Site, Media
server, and Account Code and Account Code group. You can run these reports if you
are licensed for Multimedia Contact Center.
• Email reports:

Email reports provide detailed information about email performance. Email reports can
be run on the following devices: Agent, Agent group, Queue, and Queue group. You
can run these reports if you are licensed for Multimedia Contact Center.
• Chat reports:

Chat reports provide detailed information about Chat performance. Chat reports can
be run on the following devices: Agent, Agent group, Queue, and Queue group. You
can run these reports if you are licensed for Multimedia Contact Center.
• SMS reports:

SMS reports provide detailed information about SMS performance. SMS reports can
be run on the following devices: Agent, Agent Group, Queue, and Queue group. You
can run these reports if you are licensed for Multimedia Contact Center.
• Multimedia reports:

Multimedia reports provide detailed information across media types: voice, email, chat,
and SMS. Multimedia reports can be generated on the following devices: Agent group,
Employee group, Queue group, and Unified Queue Group. You can generate these
reports if you are licensed for Multimedia Contact Center.
• Workforce Scheduling reports:

Workforce Scheduling reports provide detailed information about schedules. Schedule

reports can be run on Agents and Agent groups. You can run these reports if you are
licensed for Workforce Scheduling.
• IVR Routing reports:

IVR Routing reports summarize data on ports, DNIS groups, callback queues, hunt
groups, and agents to enable supervisors to make informed decisions regarding the
future of their contact center.
• Traffic Analysis reports:

Traffic Analysis Reports provide detailed information about trunk traffic.

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• Workflow reports:

Workflow reports summarize data on IVR Routing and Multimedia Contact Center
workflows. You can run these reports if you are licensed for either IVR Routing or
Multimedia Contact Center.
• Custom Reports:

Custom Reports are a collection of reports that are developed based on specific
customer requests. You can run these reports if your MiContact Center Business
license includes this type of report.

The raw ACD routing data is compared to the configuration of the YourSite database and
forwards relevant files to the Structured Query Language (SQL) database in real-time.
The MiContact Center Business - - Contact Center Reporter service runs reports based
on the data in the SQL database. You can produce detailed reports on contact center
statistics. The following table displays the reporting features included with MiContact
Center Business.

Table 1: Reporting Features

Features On-Demand Reports Scheduled Reports

Produce presentation x x
quality tables and charts
(Microsoft Excel format)
you can save

Generate reports for 15- x x

30-, or 60-minute intervals
across any series of days
you specify

Create reports for over- x x

midnight shifts

Automatically email reports x x

to contact groups and
individual contacts.

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Features On-Demand Reports Scheduled Reports

Note:

If you select printing

and mailing options,
the MiContact Center
Business - Contact
Center Reporter
service prints and
emails the reports.
Ensure the printing
and mailing options
are configured
correctly for the
Reporter service.

Produce reports you can x

run on demand

Create one report for each x

day in the selected date
range

Automatically print reports x

and charts

Customize the output x

language of reports

Set up schedules for x

reports you want to
generate on a regular basis

Set up schedules for x

agent group, employee
group, and team reports
you want to generate

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Contact Center Reporting

Features On-Demand Reports Scheduled Reports

on a regular basis and

automatically email to the
group members

Set up schedules for x

Workforce Scheduling
reports (work schedules)
you want to generate
on a regular basis and
automatically email to
the employees in these
schedules

Execute scheduled reports x

on demand

1.2 Contact Center Reports

MiContact Center Business includes all MiContact Center Business reports. Workgroup
includes a subset of essential reports only. For a list and descriptions of these reports,
see the relevant sections of this guide.

1.3 About this Guide

All reports include a banner that contains the following details. (For simplification
purposes this area has been excluded from the report examples included in this guide.)
See the following figure for an example of the report banner.

• Report: the name of the generated report

• Device: the device(s) being reported on
• Date Range: the range of dates that were selected when generating the report
• Created: the date the report was generated and the individual or department that
generated the report
• Filter: if applicable, displays the filtering options that were selected when generating
the report

Figure 1: Report Banner

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In addition, several reports contain embedded notes. These notes provide additional
information about the report’s purposes and statistics. For an example, see the "Voice
Queue Performance chart".

Because of space constraints not all report examples in this guide display in their
entirety. However, all column headings for each report are described in the table
preceding the report example. In some cases, a single device report contains slightly
different information than a group report of the same name. In these cases, the
differences are noted in the table preceding the report example or examples of both
single and group reports are supplied.

Note:

• Report statistics do not always align between reports because some report data
is derived from the ACD data stream and some from the SMDR data stream. For
more information, see "Understanding ACD and SMDR report data".
• Up to 28 columns of report data will display in a single page printed report.

To report an issue with this document please email [email protected]

1.4 Searching for Key Words and Topics

You can search for content in this PDF by using the search function built into Adobe
Acrobat or Reader. Consult your Adobe documentation for other search options.

To search for a key word or topic

1. In the open PDF, press Ctrl+F.

Alternatively, right-click in the document and select Find.

2. Type the key word or topic for which you want to search.
3. Press Enter.
4. Navigate the results by clicking the Next or Previous buttons.

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Contact Center Reporting

1.5 Printing this Reports Guide

We have designed this reports guide as a double-sided flip-chart. Although printing

options are specific to each printer, you must select the following printing options to print
a double-sided flip-chart reports guide:

• Double-sided
• Landscape
• Flip pages up (on the long side)

1.6 Understanding ACD and SMDR report data

All data used in reports and real-time monitors derives from ACD (Automatic Call
Distributor) real-time data streams or SMDR (Station Message Detailed Recording) data
streams. Each of these streams connects the Enterprise Server to the telephone system
using a serial com port or a TCP/IP network connection.

Each data stream is generated independently and has its own set of control attributes
within the telephone system. The same telephone switch and devices generate both
data streams but the data that is produced does not always correlate. The only similarity
between the two data streams is the Answered ACD Queue Calls record, which is
generated for both the ACD and SMDR data streams when an ACD call is answered,
depending on telephone system configuration.

The ACD data stream and the SMDR data stream can have records that are generated
from the same action, for example, an agent answering an ACD call, an agent
connecting to an outbound call, and an agent answering an incoming call. ACD real-time
events can be generated without an accompanying SMDR record, for example, when
agents log in and log out. SMDR records can be generated without an accompanying
ACD real-time event, for example, when agents enter Account Codes or transfer calls, or
when calls overflow, interflow, or abandon.

Agent information from the SMDR data stream can have multiple calls credited to an
Agent ID, as an agent with multiple extensions can handle multiple calls at once. Agent
information from the ACD real-time event data stream displays the state of an agent and
will only allow an agent to be in one state at a time.

SMDR call information for an agent is related to the soft or hard set telephone, whereas
ACD real-time event information is related to what the agent is doing.

If you are reporting on a device (agent, extension, DNIS, queue, etc.), the first record
where the device was present will dictate whether the call is pegged as ACD or non
ACD. For example, if a call was to be sent from an auto attendant to an ACD path and
then answered by an agent, if you were to run a DNIS report on this call, the call would

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 Contact Center Reporting

be pegged as non ACD, so long as the DNIS is in the first call record. Alternatively, if you
were to run an agent event report on this same call, the call would be pegged as an ACD
call.

1.6.1 ACD Data Stream

The ACD data stream is event-based. Records are generated when an agent performs
an action, for example, logging in, making a call, or putting a call on hold. The ACD data
stream reports on agent states and provides a summary of ACD path real-time statistics.

If an ACD path or an agent group has the Real-time events option enabled, the
telephone system will generate a summary of the ACDpath and agent group queue
statistics (for example, calls waiting in queue, longest waiting caller, and available
agents) every 15 seconds.

ACD real-time events are generated when

• An agent logs in or out of an extension.

• An agent sets or removes Make Busy or Do Not Disturb.
• An agent answers a call from an ACD path.
• An agent enters or leaves Work Timer state at the end of an ACD path call.
• An agent answers an incoming call that did not come from an ACD path.
• An agent makes an internal or external outbound call (the event is not generated until
the call is answered).
• An agent puts a call on hard hold (red button hold).
• Any call that is on hard hold is answered or abandoned.
• An agent completes their current call and enters an Idle state.

Agent event data is used to build Agent Event by Period reports. These reports show the
data derived from the ACD real-time event stream (for example, Logout date/time, Total
shift time, Idle time, ACD true talk time, etc.).

Agent information that is stored in the database is credited to the start time of the shift or
the time that the agent logged in. When you run a report for an Agent Event by Period
report, the report will display all agent shifts for the day(s) you selected. An agent that
logs in at 07:59 and works an eight-hour shift will have a single record generated in the
MiContact Center Business database. The record that is generated will be credited to the
day they logged in and will have a start time that falls within 07:45 to 07:59 interval.

1.6.2 SMDR Data Stream

SMDR data is call-based and provides the data for almost all MiContact Center Business
–Contact Center Reports. The SMDR data stream is used for reporting on calls that
have occurred and provides statistics for historical reports, real-time monitors, and the
following devices: trunks (all data), queues (all data, except for Current Calls Waiting,

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Longest Waiting Caller, and Agents On, which come from the ACD real-time events
stream), Account Codes (all data), DNIS (all data), ANI (all data), Extensions (all data),
and Agents/Employees (all historical reports, with the exception of Agent/Employee by
Period reports, which come from the ACD real-time events stream). All agent monitor
data comes from the ACD real-time event stream.

There are two classes of SMDR records: External SMDR (generated when a trunk is
involved in the call) and Internal SMDR (generated when there are no trunks involved in
the call). Each sub-stream is governed by separate configuration options programmed on
the telephone system and must be enabled to send data to the Enterprise Server.

An External SMDR record is generated when a call does the following

• A call is completed (when all parties involved in the call have hung up).
• A call is transferred.
• An Account Code is entered while the call is connected.
• A call is abandoned.
• A call is interflowed from the ACD queue to a new destination.
• A call is requeued back to the ACD queue because it was not answered.
• A call is Queue Unavailable and routed to another answer point.

The following applies to Internal SMDR records:

• An Internal SMDR record is generated when a call is completed between two internal
devices (extensions or agents) with no outside parties (trunks) involved in the call
• The call is an internal answered call only
• Calls to ACD queues report based on the dialable number of the queue not the
reporting number, as with External SMDR records

SMDR-based reports and statistics are events that originate when a caller initiates a
call. The call can be handled by multiple queues and members within the contact center.
An external call that arrives on a trunk can be offered to several ACD paths and agents
as the call is routed and transferred around the contact center. The trunk sees this as a
single call but the call will be credited to every device through which it passes. MiContact
Center Business will credit all parties and devices involved in the call and will record
the talk time of each party and device involved in the call. It is important to understand
how call routing is being handled by the telephone system to properly interpret report
statistics.

All SMDR derived statistics are credited to the 15-minute interval in which the call or call
segment originated. For example, if an ACD queue call starts at 07:59 and continues for
65 minutes, this call will credit the ACD queue with 65 minutes of talk time in the interval
07:45 to 07:59. In this example, in a 15-minute interval, a single call will account for
65 minutes of queue talk time. Calls are credited in this way to support Erlang C traffic
calculations. When call data is derived from the SMDR stream you cannot examine a call
that is spread over multiple 15-minute increments as the data would not make sense.
 2 Service Level and Your Reports

To create meaningful reports, you must understand the concepts behind the reports.
Choosing a service level objective is the first step in a comprehensive planning and
management solution.

The service objective identifies the average length of time a client who has contacted
your company waits for an available queue member. It is the basis for planning and
budgeting and links the resources you require to your service objectives. Once you set a
service objective, you should routinely access it to see how consistently you are meeting
it, on a 15-minute or half-hour basis. (The service level objective is defined in YourSite
Explorer under YourSite > Queues > Performance tab.)

Contact centers in different industries use different criteria for measuring service. Your
service objective should reflect the type of service you provide and the expectations of
your customers.

• Revenue-based contact centers:

In revenue-based contact centers selling products or services, the net revenue per
interaction (call, email, chat, or SMS) is considered when defining a service objective.
Revenue-based contact centers strive to provide a high level of service with minimal
blocking and delays.
• Cost-based contact centers:

In cost-based contact centers providing customer service, interaction handling incurs

costs but does not provide additional revenues. The level of service in cost-based
contact centers is typically not as high as the level of service in revenue-based
centers. Although the chance of blocking is minimal, an almost certain delay in the
ACD queue is to be expected.

2.1 Understanding the Service Level

Why is Service Level the standard measurement of service? Service Level provides the
most accurate representation of the clients’ experience; it is ultimately the client who
decides what constitutes good service, and whether or not to end an interaction (call,
email, chat, or SMS). It applies to inbound transactions that must be addressed as they
arrive.

When an Interaction enters a queue, the interaction is processed in one of three ways:

• The Interaction is answered or opened (handled Interaction).

• The client disconnects before the Interaction is answered (abandoned Interaction)
(calls and chats only).

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Service Level and Your Reports

• The Interaction is removed from the queue, and sent to another handling point (for
example, to voice mail, an automated attendant, or another queue), (interflowed
Interaction).

Understanding the following terms will help you determine your Service Level objective:

2.1.1 Offered
All interactions received by the ACD queue, regardless of how they are handled or
routed, are referred to as offered interactions. Offered interactions include ACD handled
interactions, abandoned (long) interactions, and interflowed interactions. ACD requeued
interactions, Queue unavailable interactions, and abandoned (short) interactions are not
considered.

2.1.2 Abandoned
An abandoned interaction is an interaction terminated before being answered. An
abandoned chat is one that does not reach an agent because the client ended the chat
session before the agent opened it. Abandoned statistics are not applicable to email and
SMS.

Abandoned (long) interactions end with an abandon time > Short Abandon. You define
the Short Abandon you want under YourSite > Queues > Performance tab. The Short
Abandon default is 6 seconds. If a customer terminates the interaction hangs after
waiting 7 seconds, the interaction is considered a long abandon. Long abandon
interactions are included in report statistics.

Abandoned (short) interactions end with an abandon time < Short Abandon. You define
the Short Abandon you want under YourSite > Queues > Performance tab. The Short
Abandon default is 6 seconds. For example, if a customer terminates the interaction
after waiting just 6 seconds or less, the interaction is considered a Short Abandon. Short
Abandon interactions are not included in call statistics.

2.1.3 Interflowed
Interflow refers to a mechanism that directs an interaction in queue to another answering
point. For example, a call sent from one queue to another queue or to voicemail
is interflowed. In reporting, the interflowed statistic represents the total number of
interactions removed from a queue and sent to another queue or alternate answer point.
This includes interactions transferred manually from the queue. Interactions routed to
other answering points before the Short Abandon threshold are not included in Interflow
statistics.

The system can interflow an interaction for several reasons, including

• The interflow time for the interaction is exceeded.

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 Service Level and Your Reports

• The interflow time for the interaction is predicted to exceed the interflow time.
• A client chooses the Dial Out of Queue option, which removes the interaction (calls
only) from the queue and sends it to a predefined answering point.

Note:

The Dial Out of Queue feature is a user-initiated interflow feature. A Dial Out
of Queue call is considered to be an interflowed call, and is pegged as a Calls
Interflowed statistic in reports.

2.1.4 Handled
A handled interaction is an interaction that has been opened or, in the case of calls,
answered. Calls that listen to in-queue RAD messages are not considered to be handled
until a queue member connects.

2.1.5 Service Level Time

The Service Level Time is the threshold time used in calculating the Queue Service
Objective.

For example, your Queue Service Objective may require queue members to handle 80%
(Service Level Percent) of interactions within 120 seconds (Service Level Time). Queue
Service Objectives are configured on individual queues, in YourSite Explorer.

The default Service Level Time for calls and multimedia interactions = 120 seconds.

2.1.6 Service Level Count

Service Level Count = The number of interactions sent to the queue that were handled,
abandoned, or interflowed within the specified Service Level time, as configured in
YourSite Explorer.

2.1.7 Service Level Percent

Service Level Percent = Service Level Count ÷ ACD offered

For calls and chats, the Service Level Percent is the number of interactions that are
handled, abandoned, and interflowed before a defined threshold time (Service Level
time), compared to the total number ofinteractions handled, abandoned, and interflowed.

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Service Level and Your Reports

The Service Level Percent = (Handled + Abandoned (long) + Interflowed (long)) within
the Service Level time ÷ Total (Handled + Abandoned (long) + Interflowed (long)).

For email and SMS, the Service Level Percent is the number of interactions that are
handled and interflowed before a defined threshold time (Service Level time), compared
to the total number of interactions handled and interflowed. The Service Level Percent
= (Handled + Interflowed (long)) within the Service Level time ÷ Total (Handled +
Interflowed (long)).

In the following figure, the Service Level Objective is to handle 80% of interactions within
30 seconds. The interactions waiting in queue for 60 seconds are routed to voice mail.

Figure 2: Service Level Percent

Note:

When you manually redirect (drag and drop) a call in Interactive Visual Queue,
MiContact Center Business changes the way the call is pegged on the Queue
Performance reports. If you redirect a call before the short abandon time set for the
queue, the call is pegged as Unavailable. If you redirect a call after the short abandon
time set for the queue, the call is pegged as Interflowed.

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 Service Level and Your Reports

2.2 Setting the Service Level Objective

Although there is no industry standard Service Level objective, generally sales queues
are set for 80 percent of interactions to be answered within 20 seconds, and technical
support queues are set for 80 percent of interactions to be answered within 120 seconds.

You can also determine your Service Level objective based on six weeks' data. After
collecting the data, calculate the duration it takes for the average customer to abandon
the interaction. If most interactions are abandoned after two minutes, then you set the
Service Level objective for 80 percent of interactions to be answered within 120 seconds.

An appropriate Service Level objective is one that

• Satisfies customers' expectations for service

• Keeps abandonment in check (at less than five percent)
• Minimizes expenses and maximizes revenue
• Meets with the approval and support of queue members, supervisors, and senior
management

Once you determine what Service Level objective you want to use, you set your set your
queue service objective to match it.

To set the Service Level objective (Queue service objective), click YourSite > Queues >
Performance tab.

The voice statistics defaults are

• Service Level percent = 80%

• Service Level time = 120 seconds
• Short Abandon threshold = six seconds
• Short Handle threshold = 20 seconds
• Overflow = set at the telephone system and there is no default
• Interflow = set at the telephone system and there is no default
• Work Timer = five minutes

The multimedia statistics defaults are

• Service Level percent = 80%

• Service Level time = 120 seconds
• Short Abandon threshold = six seconds
• Short Handle threshold = 20 seconds
• Overflow = one hour
• Interflow = no default

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 • Work Timer = five minutes

2.3 Routing Interactions to Optimize Service

To optimize service, you can use the following routing strategies that involve resources
outside of the target queues and agent groups:

2.3.1 Overflow Interactions

You can overflow interactions from busy agent groups to less busy agent groups during
peak periods. You can route interactions to agents who primarily perform non-ACD work
but act as reinforcements during busy periods, and to supervisors.

2.3.2 Interflow Interactions

Contact centers that provide extended or around-the-clock service can interflow
interactions to other queues and sites. For example, you can interflow mid-day
interactions received by a busy center in San Francisco to agents working the late-
afternoon shift at a center in Philadelphia. This optimizes interaction handling without
scheduling additional agents.

2.3.3 Forward Calls to Voice Mail

You can program the ACD routing system to forward calls to voice mail so callers can
leave messages instead of waiting for live queue members. Call-back messaging helps
to balance employee workloads between peak call periods and slow periods.

2.3.4 Contract Calls to Customer-Care Bureaus

During peak periods, you can route simple, routine interactions externally to customer-
care bureaus. Service bureaus collaborate with contact centers to set up scheduling and
monitoring practices, and train agents to handle interactions that vary in complexity.
 Forecasting 3
This chapter contains the following sections:
• Forecasting Concepts
• Forecasting Terms

Forecasting involves taking historical data generated by your telephone system and using it to
predict future traffic volumes and patterns. Using forecasting reports, you can create forecasts
based on historical contact center traffic volumes. You can perform 'what-if' scenarios, and
optimize the balance between the agents scheduled and your Service Level objectives.

Note:

Forecasting with reports is limited to voice media servers. Forecasting with Ring Groups
is not supported. Forecasting with email, chat, and SMS is available in the Forecasting
tool included in Contact Center Client and Workforce Scheduling. The Forecasting tool
enables exporting forecasts to Workforce Scheduling schedules. For more information,
see the Forecasting and Workforce Scheduling chapters of the Mitel MiContact Center
Business User Guide.

To forecast schedule requirements:

1. Select a forecasting report in CCMWeb.

2. Select a voice queue or queue group from which to load historical data.
3. Specify modifications to the historical data if required.
4. Specify Service Level objectives.
5. Run the forecasting report.

3.1 Forecasting Concepts

The accuracy of your forecast increases with the size of your data sample. You take a
year (or preferably two or three years) of ACD queue traffic data, examine trends in Call
Load patterns, break down the information, and determine the ACD Handling Times of
the calls. You then modify the forecast based on current contact center activities and
other considerations, such as absenteeism, agent breaks, holidays, and training.

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Forecasting

The range of dates you specify in a forecast depends on its purpose. You use long-
term forecasts to estimate future budgets and expansion opportunities, and establish
corporate objectives. You use shorter-term forecasts of one to three months to assist you
in determining seasonal staffing requirements, planning for short-term sales campaigns,
and assessing upcoming hiring needs. Using weekly, daily, and hour or half-hour
forecasts, you can tweak agent schedules and adjust for absenteeism.

After you run a forecast, you can examine the data and make adjustments based on
current contact center conditions. You can tweak the forecast by adding or reducing calls,
based on your intuition, and information gathered by yourself and others. You can devise
a system that involves the collaboration of supervisors and managers from various
departments. You can meet routinely to discuss factors that may influence the forecast
for the year and adjust it accordingly.

Some issues to consider are as follows: hardware or software system changes, expected
callers, advertising and media, changes to your products, services and/or pricing,
new products, product performance, competitors' actions, and international, national,
and company events. It is vital you devise a systematic forecasting process that all
departments support.

3.2 Forecasting Terms

Conducting a forecast involves accurately estimating Time to Handle, Wrap Up Time,

and ACD Calls Offered values. The following terms are used in forecasting resource
requirements:

• Service Level Time:

See "Service Level Time".

• Service Level Count:

See "Service Level Count".

• Service Level Percent:

See "Service Level Percent".

• Wrap Up Time:

Wrap Up Time is the time an agent spends completing transactions associated with a
call after the agent hangs up. The Wrap Up Time is a standardized period. If an agent
requires additional time to complete paperwork or online transactions the agent can
leave the ACD queue temporarily for this purpose.
• Agent Efficiency Percent:

Agent Efficiency Percent is the percentage of time agents spend on ACD calls relative
to the time agents are scheduled to work. An Agent efficiency percentage of 100

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 is unrealistic. Agents routinely take breaks, perform other non-ACD duties, make
outgoing calls, and place themselves in Make Busy.
• Average Talk Time:

Average Talk Time is the average time agents spend talking to callers.
• Calls Offered:

See "Offered".
• Manned Agents:

Manned Agents is the average number of agents who were logged on for the interval of
time being forecasted.
• Time to Handle:

Time to Handle is the average time calls wait in queue before being handled.
• ACD Handling Time:

ACD Handling Time is the talk time plus the hold time. If a queue member calls a
supervisor in search of more information (while the caller is on hold) or transfers or
conferences the call, the system adds these times to the ACD Handling Time value.
For example, a member speaks to a caller for two minutes and then puts the caller on
hold for three minutes and tries to solve the problem. This might include a call to the
supervisor. The queue member then initiates a conference call with the caller and a
third party and they speak for three minutes and resolve an issue. Therefore, the ACD
Handling time for the queue member is 2 + 3 + 3 = 8 minutes.
• Call Load:

The term Call Load refers to the combined effect of the number of calls received by the
ACD queue and their duration or the calls offered x (average ACD Handling Time +
average Wrap Up Time).
 Creating Reports 4
This chapter contains the following sections:
• Generating On-Demand Reports
• Report Inbox parameters
• Viewing reports
• Deleting reports
• Troubleshooting missing data

We recommend you install the Client Component Pack on computers used to run and view
reports. Without the Client Component Pack installed, users may experience errors caused
by permissions or network security. These issues are outside the scope of Mitel Technical
Support.

You generate reports to monitor device performance (agents, queues, employees, etc.) and
the service levels provided to customers. Running 5 to 10 reports per month is common
practice. Supervisors monitor the devices with consistently low scores more frequently.
Resource limitations typically influence the frequency of monitoring.

Before you run reports, set up contacts or contact groups to whom you will email reports. See
"Setting up My email contact for emailing reports" and "Setting up My email contact groups for
emailing reports".

Note:

• Microsoft Excel 2010 or greater is required to view MiContact Center Business–Contact

Center Reports and automatically distribute reports for printing. Optionally, Microsoft
Excel Viewer may be installed as an alternative to Microsoft Excel to view reports, but it
cannot be used to automatically distribute reports for printing.

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 Creating Reports

• Protected View is a Microsoft Office security feature that can impact your ability to view
Excel reports. If you use Excel 2010 to view reports, configure the following in Excel:

• Ensure the following Protected View options are not enabled:

• Enable Protected View for files originating from the Internet

• Enable Protected View for files located in potentially unsafe locations
• Enable Protected View for Outlook attachments
• Enable Data Execution Prevention mode
• Ensure that the following Trusted Location option is selected:

• Allow Trusted Locations on my network (not recommended).

4.1 Generating On-Demand Reports

You can run any report on demand. Using security roles, you can restrict access to any
or all reports with advanced security features using report lists. For more information, see
the Mitel MiContact Center Business Installation and Administration Guide .

We recommend you install the Client Component Pack on computers used to run and
view reports. Without the Client Component Pack installed, users may experience errors
caused by permissions or network security. These issues are outside the scope of Mitel
Technical Support.

Note:

• Microsoft Excel 2010 or greater is required to both view MiContact Center

Business –Contact Center Reports and automatically distribute reports for printing.
Optionally, Microsoft Excel Viewer may be installed as an alternative to Microsoft
Excel to view reports, but it cannot be used to automatically distribute reports for
printing.
• Each time you run a report, Reporter retains the Start hour, End hour, Interval, and
Days to include report parameters last selected.
• You can generate multiple reports simultaneously by selecting more than one
report in the list and clicking Submit.
• You can generate reports on licensed employees only. The number of employees
you license in YourSite Explorer must be consistent with your software license.

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Creating Reports

You can email reports to

• Global contacts:

These consist of employee email addresses configured in YourSite > Employee.

• My email contacts:

These consist of personal email addresses you configure in My options > Contacts >
My email contacts.
• My email contact groups:

These consist of mailing lists, comprised of global contacts and your My email
contacts, you configure in My options > Contacts > My email contact groups.

For more information, see "Emailing Reports".

For information on printing reports, see "Printing reports".

4.1.1 Setting up My email contacts for emailing reports

To set up my email contacts:

• Hover over My options and select Contacts > My email contacts.

• Click Add.
• Type the first name, last name, and email address of the person to whom you will
email reports.
• Click Save to create the contact or click Save & Add to add the contact while leaving
the current page open to create new contacts.

4.1.2 Setting up My email contact groups for emailing

reports
If you intend to email the report to more than one recipient, you must add the recipients
to a mailing list and then associate the recipient(s) with a group.

The following procedures explain how to

• Set up my email contact groups

• Add members to email contact groups

To set up my email contact groups

1. Hover over My options and select Contacts > My email contacts group.

The My email contacts window appears.

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 Creating Reports

2. Click Add.
3. Type the name and description of the email group to which you will email reports.
4. To share this contact group with other users, select Shared Contact Group.
5. Click Save to create the contact group or click Save & Add to add the contact group
while leaving the current page open to create new contacts.

To add members to email contact groups

1. To add members to the contact group, on the My email contact groups page, click
Members.
2. To add members from your contacts configured in CCMWeb, click Contacts.
3. To add members from the employees configured in YourSite Explorer, click
Employees.
4. Select the members to add to the group, and click Add.
5. To remove members from the group, select the members and click Remove.

4.1.3 Reporter Parameters

Note:

Parameter availability varies by report and device type.

The complete list of Reporter parameters follows:

• Report type:

Specifies the report name.

• Device:

Specifies the device you are reporting on, such as queues, and lists the devices for
which you can generate reports.
• Start date/End date:

Specifies the range of dates used in the report. You can pick any calendar date as the
start date and any date later in the calendar year as the end date.
• Start hour/End hour:

Specifies the hours of the day included in the report.

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Creating Reports

• Days to include:

Specifies days of the week to include in the report.

• Create one report for each of the employee's supported media servers:

Gives you the option of creating a single employee-level report, or creating an

employee-level report plus reports for each of the employee's media types, based on
the media server to which their devices are associated.
• Interval:

Specifies the report period: by 15, 30, or 60 minutes.

• Report mode:

Gives you the option of a default report that spans one day, or an over-midnight report
that spans two days (for example, an over-midnight report can cover from 10 P.M. on
day one to 10 A.M. on day two).

Note:

The time span cannot exceed 24 hours.

• Report Output language:

The Output language lists the language used in the report tables and charts: English
(North American and United Kingdom), Canadian French, European French, Latin
American Spanish, European Spanish, Brazilian Portuguese, Dutch, Italian, German,
Russian, Norwegian, Swedish, and Simplified Chinese.
• Render Type:

The output format of the report.

• Email the report to:

The Email the report to check boxes email the report spreadsheet and associated
graph to the selected contacts. You add contacts and contact groups to the Email to
list under the My options menu.
• Print the report:

The Print the report check box prints the report spreadsheet and associated graph.

4.1.4 Generating reports

We recommend you install the Client Component Pack on computers used to run and
view reports. Without the Client Component Pack installed, users may experience errors

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 Creating Reports

caused by permissions or network security. These issues are outside the scope of Mitel
Technical Support.

You generate reports in the following manner. These steps explain how to run a Voice
Queue Group Performance by Period report.

Note:

• Some reports are stored in SQL data tables as devices instead of intervals.
Reports stored as devices cannot be run for a specific time range and can only be
run for 24-hour periods. If the Start Hour and End Hour options in CCMWeb are
disabled, the report can be generated for 24-hour periods only.
• If you run a report that results with Data Limit Exceeded in the inbox, you must re-
run the report using a shorter time span.
• Report feature availability varies by report type.

To generate a report

1. Hover over Reporter and select Voice > Queue reports.

The Basic tab opens.

See the following figure.

2. Under Report type, select the Queue Group Performance by Period report.
3. After Queue group, click one or more queue groups.

Hold down the <Shift> key or <Ctrl> key to select more than one queue group.
4. After Start date and End date, specify the start and end dates for the report.

Note:

If you want one report that spans two days (for example, from December 3 at 9
P.M. to December 4 at 5 A.M.), then make the Start date and the End date the
date the shift begins (December 3). If you make the Start date the date the shift
begins (December 3) and the End date the date the shift ends (December 4), you
will generate a report that spans three days (December 3 from 9 P.M. to December
5, 5 A.M.). The time span for each shift cannot exceed 24 hours.

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5. If you are running a Conversation Detail Reportor a Multimedia Trace report, to create
an employee-level report plus reports for each of the employee's media types select
Create one report for each of the employee's supported media servers.
6. To create a separate report for each day in the date range you selected, select the
Create one report for each day in the selected date range check box.
7. After Start hour and End hour, specify the start and end hours for the report.

Note:

If you are running reports with the Over midnight Report mode option, the time
span between the Start hour and the End hour cannot exceed 24 hours.

8. After Interval, specify the time interval in which the statistics will display in the report.
9. After Days to include, select the days of the week to include in the report.
10. If your contact center does not operate 24 hours a day, after Report mode, select
Default.
11. To run a report over midnight, after Report Mode, select Over midnight.

The Over midnight report mode is most appropriate for 24-hour contact centers.
12. After Report output language, select the language used in the report output.
13. After Render type, specify how you will view reports, either in Excel or .pdf format.
14. Click the Filter tab, if available for the report type selected.
15. Specify the filtering options to include in the report. Separate multiple values with
commas.

For example: Queue = 100,200,300.

16. Click the Distribution tab.
17. To email the report, after Email the report to specify to whom you will email the
report:

• A contact group, select this contact group and select a group

• One contact only, select this contact and select a contact
• One employee only, select this employee and select an employee
• A contact that is not listed, select this email address, and type the email address

You add contacts and contact groups to the Email to list under My options=>Contacts.
18. To print the report, select Print the report.
19. Click Submit.

The Report submitted screen opens.

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20. Click View Report Inbox.

The Report Inbox window opens, listing all created reports.

21. Click View to open a report.

The report opens in the format you specified.

Figure 3: Reporter: Basic Tab

4.1.5 Emailing Reports

To email a report:

1. In an active report, click the Distribution tab.

2. After Email the report to, specify the report's destination.

• A contact group, select this contact group and select a group

• One contact only, select this contact and select a contact
• One employee only, select this employee and select an employee
• A contact that is not listed, select this email address, and type the email address
3. Click Submit.
4. Click View Report Inbox.
5. When the email icon beside the report changes to 'Complete', the report has been
emailed.

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4.1.6 Printing reports

To print a report

1. In an active report, click the Distribution tab.

2. Select the Print the report check box.
3. Click Submit.
4. Click View Report Inbox.
5. When the print icon beside the report changes to 'Complete', the report has been
emailed.

4.2 Report Inbox parameters

The Report Inbox application displays the on-demand and scheduled reports generated
under your user name over the past 30 days. Inbox manager deletes reports from your
inbox by date range.

Note:

• In Report Inbox, if the report status is Pending for an extended period of time, start
Client Component Pack Manager and confirm the Enterprise Server IP address
and your user name and password are correct.
• In Report Inbox, if Data Limit Exceeded opens, re-generate the report using a
shorter time span.

The Report Inbox includes

• Today’s reports:

Today’s reports displays all of the reports generated today under your user name.
• Yesterday’s reports:

Yesterday’s reports displays all of the reports generated yesterday under your user
name.
• All of your reports:

All of your reports displays all of the reports generated under your user name over the
last 30 days.

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• Inbox Manager:

Inbox manager deletes reports from your Inbox by date range.

The Report Inbox has the following parameters:

• Report type:

The Report type field lists the report name.

• Media server:

The Media server field defines the media server against which you are running the
report.
• Name:

If you are creating a Queue group report, then the Name field specifies the name of
the Queue group. If you are creating a Queue report, then the Name field specifies the
name of the Queue.
• Reporting number:

If you are creating a Queue group report, then the Reporting field specifies the
reporting number of the Queue group. If you are creating an Queue report, then the
Reporting field specifies the reporting number of the Queue.
• Start date:

The starting date of the time period covered in the report.

• End date:

The ending date of the time period covered in the report.

• Start time:

The starting time of day included in the report.

• End time:

The ending time of day included in the report.

• Interval:

The interval selected in the report.

• Status:

The Status field confirms if your report is ready. When a Complete icon appears
in the status field the report is waiting in your Report Inbox. When a Pending icon
appears, the report is not ready. A No data icon means no records are available for the
parameters you specified. A Failed icon means the report did not generate. If a report
fails, the Reporter service logs errors in the NT Event log.

The following table describes the status indicator icons.

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• View:

The View command displays reports generated in Microsoft Excel.

• Delete:

The Delete command deletes reports from your Report.

Table 2: Report status indicators

Status Excel icon PDF icon

Complete

Pending

No Data

Failed

Email Complete

Email Pending

Email Failed

Printing Complete

Printing Pending

Printing Failed

4.3 Viewing reports

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Note:

• The date format is tied to the regional settings on your client computer. For
example, if you configure your computer to display the date as mm/dd/yyyy, when
you browse to CCMWeb, the MiContact Center Business applications display the
date as mm/dd/yyyy.
• If you run a report that results with Data Limit Exceeded in the Inbox, you must re-
run the report using a shorter time span.

The Report Inbox application displays all forecast, on-demand, and scheduled reports
generated under your user name.

To view report details

1. Click View Report Inbox (on the Reports submitted page) or hover over Report
Inbox and select Today's Reports.
2. Select the Automatically refresh this page every 10 seconds check box to
automatically update the Status column.

• When Complete appears in the status field the report is waiting in your report inbox.
• When Pending appears in the inbox, the report is not ready.
• When No data appears in the inbox, no records were available for the parameters
you specified.
• When Data limit exceeded appears in the inbox, the time span selected was too
great. Select a shorter time span and rerun the report.
• When Failed appears in the inbox, the report did not generate. If a report fails, the
Report writer logs errors in the event log. Re-submit regenerates the report.
3. Click View to view the report.

4.3.1 Producing your own graphs in Excel

You can graph other results by highlighting one or more columns of data in the
spreadsheet and using the Excel Chart Wizard. You can also use the Excel Chart Wizard
to change the grid style. For instructions, see Microsoft Excel Help.

4.4 Deleting reports

The MiContact Center Business Maintenance Alarm Dispatcher service deletes all
reports that are 30 days or older from your Report Inbox. You save any reports you want
to retain beyond 30 days to your hard drive or network directory.

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Report writer uses the following criteria to determine a report’s age

• On-demand reports:

For on-demand reports, the request date governs the report’s age.
• Scheduled reports:

For scheduled reports, the date the system generates the report governs the report’s
age. Inbox manager does not delete reports you schedule to run in the future.

To delete all reports submitted on a given date

1. Hover over Report Inbox and select Inbox Manager.

2. Select a date range for deleting reports.
3. Click Delete.

Inbox Manager deletes all reports submitted on the date(s) in question.

4.5 Troubleshooting missing data

Note:

You can run reports on licensed devices only.

You must create associations in the YourSite database in order to report on devices.
The MiContact Center Business Data Processor service compares raw data to the
configuration of the YourSite database and forwards relevant files to the Structured
Query Language (SQL) database in real-time. Reports are based on the data in the SQL
database.

If you run a report and notice that the data for a particular device is missing from the
report output, verify the device is programmed in the ACD routing system and in the
YourSite database. If you determine the device is missing from the database, add it to
the database and use the Summarize Data command (on the Management Console
application) to update the SQL database with the complete ACD routing system data
stored on the local hard drive. You can then produce reports on the device.

To summarize data:

1. Open Contact Center Client.

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2. If prompted, type your Username and Password.
3. Click Log in.
4. On the ribbon, click Tools > Management.
5. Click Maintenance > Summarize data.
6. Follow the steps in the Summarize Data Wizard to summarize the data.
 5 Scheduling reports to run automatically

Scheduled Reports enables you to set up timetables for generating reports automatically.
Scheduled Reports renders a grid in Microsoft Excel in your browser. It retains the report
start hour, end hour, interval, and report days last selected.

You can restrict access to any or all reports with security roles using report lists. For more
information, see the MiContact Center Business Installation and Administration Guide.

5.1 Scheduled reports parameters

Scheduled Reports renders a grid and chart in Microsoft Excel in your browser. It retains
the report start hour, end hour, interval, and report days last selected.

To create a scheduled report, you must complete the following parameters on the
properties and distribution tabs:

• Schedule name:

The Schedule name field defines the name of the report schedule.
• Schedule will run:

The Schedule will run field specifies the day(s) the report will run.
• at:

The at field defines the time the scheduled report will run.
• Reports time span:

The Reports time span field defines the period which the report will cover.
• Email the report to:

The Email the report to field defines the contacts to which you are sending the report.
• Print the report:

The Print check box indicates that the scheduled report will be printed every time it is
generated.

5.2 Generating scheduled reports

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Note:

During the nightly maintenance routine, the entire day’s raw data is re-summarized
from the local hard drive into the SQL database. In the event the SQL database is
stopped and restarted during the day, re-summarizing the data ensures the SQL
database has the entire set of raw data files. Reports are based on the data in the
SQL database. We recommend you schedule your reports to run after the nightly
maintenance routine runs, that is, after 2:00 A.M., to ensure the reports are based on
the entire day’s raw data.

To generate a scheduled report

1. Create a report schedule.

2. Add reports to the schedule.

You can create the following report schedules: Report schedules, User report schedules ,
and Employee schedule mailer schedules.

Using Report schedules, you can

• Run reports on all contact center devices

• Distribute reports to yourself and to a contact, a contact group, or a specific email
address

Using User reports schedules, you can

• Run reports on agents and employees

• Distribute reports to yourself and to individuals within the agent groups, employee
groups, and teams you select

Using Employee schedule mailer, you can

• Run reports on employee schedules

• Distribute agent/employee report schedules to yourself and to individual employees
associated with the schedules you select

5.2.1 Creating report schedules

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Note:

• You must create a schedule and save that schedule before you can add reports to
that schedule.
• You add contacts and contact groups to the Mail Reports from This Schedule To
list under the My options menu.
• If you select printing and mailing options, the Reporter service prints and emails all
of the reports included in the schedule on the date the system runs the reports.

You can create report schedules for MiContact Center Business– Contact Center
reports, User reports, and Workforce Scheduling Employee schedules. Using User
report schedules and Employee schedule mailer, you can distribute agent/employee
reports and work schedules using an automatic email system. The auto-mailer emails the
reports and schedules to the individual agents/employees who are members of the agent
groups, employee groups, and teams you select for distribution.

5.2.2 Creating MiContact Center Business - Contact

Center Report schedules

Note:

If you select printing and mailing options, the Reporter service prints and emails all of
the reports included in the schedule on the date the system runs the reports.

To create a schedule for MiContact Center Business reports.

1. Hover over Reporter and select Scheduled Reports.

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 Scheduling reports to run automatically

2. In the Report Schedules tab, click Next>>.

The Properties tab opens.

See the following figure.

Figure 4: Scheduled Reports: Properties tab

3. After Schedule name, type a schedule name
4. After Schedule will run, select the schedule frequency, for example, every day, every
Wednesday, or the start of month.

When you select the day, all of the reports associated with the schedule will be
generated that day, every week.
5. After at, click the time of day the schedule will be activated.

For example, if you select Wednesday at 14:30, all of the reports associated with the
schedule will be generated every Wednesday at 2:30 P.M.

Note:

Reports are based on the data in the SQL database. We recommend you
schedule your reports for after the nightly maintenance routine runs, that is, after
2:00 A.M., to ensure the reports are based on the entire day’s raw data.

6. After Reports time span, select a time span.

If you select Year to date, the report output includes all of the days from January 1 to
the present date. If you select From given start date to current date you will produce
reports for your fiscal year.

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Scheduling reports to run automatically

7. Click the Distribution tab.

See the following figure.

Figure 5: Scheduled Reports: Distribution tab

8. To email the report, select the corresponding Email the report to check box, and
select the email recipients.

Note:

You add contacts and contact groups to the email to list under My options >
Contacts.

9. Click Save.

The date of when the schedule will next run will appear after Schedule will run next on.
10. To print the report, select the Print the report check box.
11. Add reports you want to automatically distribute.

See "Adding reports to schedules".

5.2.3 Creating User report schedules and Employee

schedule mailer schedules
Creating User report schedules and Employee schedule mailer schedules enables you to
automatically email agents/employees /teams their reports.

To create a User report schedule or an Employee schedule mailer schedule

1. Hover over Reporter and select Scheduled Reports.

2. Click either the User report schedule tab or the Employee schedule mailer tab.

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3. Click Next>>.

The Properties tab opens.

4. After Schedule name, type a schedule name.
5. After Schedule will run, select the schedule frequency, for example, every day, every
Wednesday, or the start of month.

When you select the day, all the reports associated with this schedule will be
generated that day, every week.
6. After at, click the time of day the schedule will be activated.

For example, if you select Wednesday at 7:00 A.M., all the reports associated with this
schedule will be printed every Wednesday at 7:00 A.M.
7. After Reports time span, select a time span.

If you select Year to date, the report output includes all days from 1 January to the
present date. If you select From given start date to current date, you will produce reports
for your fiscal year.
8. Click the Distribution tab.

See the following figure.

9. Select the groups to which you want to email the reports.
10. Click Save.
11. Add reports.

See and "Adding work schedules to Employee schedule mailer schedules".

Figure 6: User report schedules: Distribution tab

5.3 Adding reports to schedules

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Scheduling reports to run automatically

Note:

Before you can add reports to schedules, you must save the schedules.

5.3.1 Adding MiContact Center Business - Contact Center

reports to schedules

Note:

Before you can add reports to schedules, you must save the schedules.

To add a Scheduled report to a Report Schedule

1. In Reporter > Scheduled Reports, on the Report Schedules tab, select a schedule
and click Edit schedule.
2. Click Add a report.
3. Select a report category.
4. Select a report type.
5. Follow the steps in 'Running reports' for the Basic tab to set up the report.
6. Click Submit.

The report is added to the schedule.

5.3.2 Adding agent and employee reports to User reports

schedules

Note:

The report options available vary depending on the type of report being added.

To add agent and employee reports to a User report schedule:

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1. In Reporter > Scheduled Reports, on the User report schedule tab, select a
schedule and click Manage schedule properties.
2. Click Add a report.
3. Select the report category.
4. Under Report type, select the report you want to add to the schedule.
5. In the Start hour and End hour lists, select a start hour and end hour for the report.

Note:

If you are running reports with the Over midnight Report mode option, the time
span between the Start hour and the End hour cannot exceed 24 hours.

6. After Interval, select the time interval for reporting: 15, 30, or 60 minutes.

Note:

You must select Over midnight if midnight occurs between the start and end times
you selected. For example, the Over midnight report mode is most appropriate for
24-hour contact centers.

7. Under Days to include, select the days of the week to include in the report (the days
of the week your business is open).
8. After Report mode, select either Default or Over midnight.

Note:

If you want a report that spans over midnight (for example, from December 3 at
9 P.M. to December 4 at 5 A.M.), then make the Start date and the End date the
date the shift begins (December 3). If you make the Start date the date the shift
begins (December 3) and the End date the date the shift ends (December 4), you
will generate a report that spans three days (December 3 from 9 P.M. to December
5, 5 A.M.). The time span for each shift cannot exceed 24 hours.

9. After Shift Mode, select either Default or Agent Group Presence.

10. After Report output language, select a language.
11. After Render type, specify how you will view reports, either in Excel or .pdf format.

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Scheduling reports to run automatically

12. Click Submit.

5.3.3 Adding work schedules to Employee schedule mailer

schedules
To add work schedules to a Workforce Scheduling Report schedule

1. In Reporter > Scheduled Reports, on the Employee schedule mailer tab, select a
schedule and click Manage schedule properties.
2. Click Add Report.
3. Select a category of report, such as Workforce Scheduling reports.
4. Under Report type, select the work schedule you want to add to the schedule.
5. After Report output language, select a language.
6. After Render type, specify how you will review reports, either in Excel or .pdf format.
7. Click Submit.

5.4 Generating scheduled reports immediately

To generate your scheduled reports at a specific time (other than immediately), you
specify the date and time they will be generated when you create the schedule. See
"Creating report schedules".

To generate scheduled reports immediately:

1. Click Reporter > Scheduled Reports.

2. Click the tab of the report schedule type for which you want to generate a scheduled
report.
3. Under Work with an existing schedule, select the schedule to be generated.
4. Click Execute schedule now.

The Execute schedule now window opens.

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 Note:

If you want a report that spans over midnight (for example, from December 3 at
9 P.M. to December 4 at 5 A.M.), then make the Start date and the End date the
date the shift begins (December 3). If you make the Start date the date the shift
begins (December 3) and the End date the date the shift ends (December 4), you
will generate a report that spans three days (December 3 from 9 P.M. to December
5, 5 A.M.). The time span for each shift cannot exceed 24 hours.

5. In the Start date and End date calendars, click a start date and end date the report
will generate.
6. Click Submit.

The reports associated with the schedule are generated immediately and placed in
your Report Inbox.

5.5 Editing schedules

To edit a schedule

1. Hover over Reporter and select Scheduled Reports.

2. Under Work with an existing schedule, select the schedule you want to edit.
3. Click Edit schedule.
4. Edit the pertinent data.
5. Click Save.

5.6 Deleting schedules

To delete a schedule

1. Hover over Reporter and select Scheduled Reports.

2. Under Work with an existing schedule, select the schedule to which you want to add
a report.
3. Click Edit Schedule.
4. Click Delete.
5. When prompted, click OK.
 Custom reporting options 6
This chapter contains the following sections:
• Flexible Reporting
• SQL Views

In addition to MiContact Center Business reporting, you can view contact center data in
Flexible Reporting and SQL Views.

Each method provides you with a unique view of the data collected from your contact center.
Selecting the most effective method to display your data depends on your current contact
center situation. Optionally, you can use these methods in conjunction to provide enhanced
flexibility and enable integration with other applications.

6.1 Flexible Reporting

Flexible Reporting is an optional application that works in conjunction with CCMWeb

to enable users to create fully customized reports. Flexible Reporting reports can be
created by either modifying an existing MiContact Center Business - Contact Center
report or by creating an entirely new report. Using Flexible Reporting, you can:

• Add, delete, or move columns in MiContact Center Business–Contact Center reports

• Rename column headers
• Add a custom logo to the report header
• Modify existing report column calculations
• Create new columns using custom calculations
• Create blank columns to insert third-party data

Report statistic naming conventions differ from Flexible Reporting reports to MiContact
Center Business– Contact Center reports. The following tables list Flexible Reporting
report statistics and their MiContact Center Business –Contact Center report statistic
equivalents.

The following table compares the Flexible Reporting statistics to the MiContact Center
Business–Contact Center reporting statistics for the Voice Queue Performance by Period
report.

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Table 3: Comparison of report statistic names - Voice Queue Performance by

Period report

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Activity Period Activity period

Queue answered ACD calls handled

Total Queue answered Total Queue answered

Queue abandoned count Calls abandoned (long)

Total Queue abandoned count Total Calls abandoned (long)

Queue interflowed Calls interflowed

Total Queue interflowed Total Calls interflowed

Queue requeued Calls requeued

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Total Queue requeued Total Calls requeued

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Custom reporting options

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Queue unavailable Queue unavailable

Total Queue unavailable Total Queue unavailable

Queue answer by group 1 Answered by ACD group 1

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Total Queue answer by group 1 Total Answered by ACD group 1

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Queue answer by group 2 Answered by ACD group 2

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 Custom reporting options

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Total Queue answer by group 2 Total Answered by ACD group 2

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Queue answer by group 3 Answered by ACD group 3

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Total Queue answer by group 3 Total Answered by ACD group 3

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Custom reporting options

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Queue answer by group 4 Answered by ACD group 4

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Total Queue answer by group 4 Total Answered by ACD group 4

Note: Note:

not applicable to Ring Group not applicable to Ring Group

reporting. Statistics for Ring Groups reporting. Statistics for Ring Groups
will display as '0'. will display as '0'.

Queue talk time total ACD handling time (hh:mm:ss)

Total Queue talk time total Total ACD handling time (hh:mm:ss)

Queue talk time average Average ACD handling time (hh:mm:ss)

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 Custom reporting options

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Total Queue talk time average Total Average ACD handling time
(hh:mm:ss)

Queue time to abandon average Average delay to abandon (hh:mm:ss)

Total Queue time to abandon average Total Average delay to abandon

(hh:mm:ss)

Queue time to interflow average Average delay to interflow (hh:mm:ss)

Total Queue time to interflow average Total Average delay to interflow

(hh:mm:ss)

Queue time to answer average Average speed of answer (hh:mm:ss)

Total Queue time to answer average Total Average speed of answer

(hh:mm:ss)

Queue service percent Service level %

Queue offered ACD calls offered

Total Queue offered Total ACD calls offered

Queue short abandoned Calls abandoned (short)

Total Queue short abandoned Total Calls abandoned (short)

Abandon % Abandon %

Total Abandon % Total Abandon %

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Custom reporting options

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Answer % Answer %

Total Answer % Total Answer %

The following table compares the Flexible Reporting statistics to the MiContact Center
Business - Contact Center reporting statistics for the Voice Agent Performance by Period
report.

Table 4: Comparison of report statistic names - Voice Agent Performance by

Period report

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Activity Period Activity Period

Agent ACD count ACD calls handled

Agent ACD time to answer N/A

Agent non ACD count Non ACD calls handled

Agent abandon count Calls abandoned

Agent outbound count Calls outbound

Agent short outbound N/A

Agent internal ACD count N/A

Agent internal ACD duration N/A

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 Custom reporting options

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Agent external ACD count N/A

Agent external ACD duration N/A

Agent internal Non ACD count N/A

Agent internal Non ACD duration N/A

Agent external Non ACD count N/A

Agent external Non ACD duration N/A

Agent internal outbound count N/A

Agent internal outbound duration N/A

Agent external outbound count N/A

Agent external outbound duration N/A

Agent requeue count Calls requeued

Agent transfer in Calls transferred to agent

Agent transfer out Calls transferred from agent

Agent conference Conference calls

Agent Account Codes Account codes

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Custom reporting options

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Agent ACD count with Account Code N/A

Agent Account Codes outbound N/A

Agent ACD duration ACD handling time (hh:mm:ss)

Agent ACD duration average Average ACD handling time (hh:mm:ss)

Agent Non ACD duration Non ACD handling time (hh:mm:ss)

Agent Non ACD duration average Average Non ACD handling time
(hh:mm:ss)

Agent outbound duration Outbound handling time (hh:mm:ss)

Agent outbound duration average Average outbound time (hh:mm:ss)

Agent group average manned agents Average manned (Agent Group only)

The following table below compares the Flexible Reporting statistics to the MiContact
Center Business - Contact Center reporting statistics for the Voice Queue Performance
by DNIS report.

Table 5: Comparison of report statistic names - Voice Queue Performance by DNIS

report

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Device Device

DNIS answered ACD calls handled

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Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

DNIS talk time total ACD handling time (hh:mm:ss)

DNIS talk time average Average ACD handling time (hh:mm:ss)

DNIS time to answer total N/A

DNIS time to answer average Average speed of answer (hh:mm:ss)

DNIS short abandoned Calls abandoned (short)

DNIS abandoned Calls abandoned (long)

DNIS time to abandon total N/A

DNIS time to abandon average Average delay to abandon (hh:mm:ss)

DNIS interflowed Calls interflowed

DNIS time to interflow total N/A

DNIS time to interflow average Average delay to interflow (hh:mm:ss)

DNIS service count N/A

DNIS service percent Service level %

DNIS requeued Calls requeued

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Custom reporting options

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Note: Note:

the total duration of non-ACD calls the total duration of non-ACD calls
(including hold time and transfer/ (including hold time and transfer/
conference time) conference time)

DNIS offered ACD calls offered

DNIS answer percent Answer %

The following table compares the Flexible Reporting statistics to the MiContact Center
Business - Contact Center reporting statistics for the Voice Queue Answer Spectrum by
Period report.

Table 6: Comparison of report statistic names - Voice Queue Answer Spectrum by

Period report

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Activity period Activity period

Queue time to answer maximum Opened

Queue answer spectrum total calls Maximum time to open (hh:mm:ss)

Queue answer spectrum 1 count Count < = 5 sec

Queue answer spectrum 1% % of contacts opened

Queue answer spectrum 2 count Count < = 10 sec

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Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Queue answer spectrum 2% % of contacts opened

Queue answer spectrum 3 count Count < = 15 sec

Queue answer spectrum 3% % of contacts opened

Queue answer spectrum 4 count Count < = 20 sec

Queue answer spectrum 4% % of contacts opened

Queue answer spectrum 5 count Count < = 30 sec

Queue answer spectrum 5% % of contacts opened

Queue answer spectrum 6 count Count < = 40 sec

Queue answer spectrum 6% % of contacts opened

Queue answer spectrum 7 count Count < = 60 sec

Queue answer spectrum 7% % of contacts opened

Queue answer spectrum 8 count Count < = 80 sec

Queue answer spectrum 8% % of contacts opened

Queue answer spectrum 9 count Count < = 120 sec

Queue answer spectrum 9% % of contacts opened

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Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Queue answer spectrum 10 count Count < = 120 sec

Queue answer spectrum 10% % of contacts opened

The following table compares the Flexible Reporting statistics to the MiContact Center
Business - Contact Center reporting statistics for voice reports containing Agent event
statistics.

Table 7: Comparison of report statistic names - Voice Agent event statistics

Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Activity period Activity period

Agent total shift time (hh:mm:ss) Total shift time (hh:mm:ss)

Agent event idle time Idle time (hh:mm:ss)

Agent event ringing duration average Average ACD ring time

Agent event ringing duration N/A

Agent event ringing count N/A

Agent event ACD count Total ACD call count

Agent event ACD short ACD short handle call count

Agent event ACD duration ACD true talk time (hh:mm:ss)

Agent event ACD duration average Average ACD true talk time (hh:mm:ss)

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Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Agent event calls per hour True ACD calls per hour

Agent event wrap up duration N/A

Agent wrap up duration average Average wrap-up time (hh:mm:ss)

Agent event non ACD duration Non ACD true talk time (hh:mm:ss)

Agent event non ACD count Non ACD inbound call count

Agent event non ACD hold count N/A

Agent event non ACD hold duration N/A

Agent event outbound duration Originated outbound time (hh:mm:ss)

Agent event outbound count Originated outbound call count

Agent event outbound hold count N/A

Agent event outbound hold duration N/A

Agent Total hold duration average Average hold time (hh:mm:ss)

Agent Total hold duration Total hold time (hh:mm:ss)

Agent event ACD hold count N/A

Agent Total hold count Total hold count

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Flexible Reporting statistic MiContact Center Business–

Contact Center reporting statistic

Agent event Make Busy duration N/A

Agent event Make Busy duration average N/A

Agent event Make Busy count N/A

Agent event DND duration N/A

Agent event DND count N/A

Agent event occupancy the total duration for which the agents of
the queue are engaged in any one of the
States (but not idle). The States includes
ACD, ACD Hold, Non ACD, Non ACD
Hold, Out, Out Hold, Ringing, WorkTimer,
Makebusy, and/or DND.

To create a customized report with Flexible Reporting

1. Open Flexible Reporting.

2. Click Redesign a standard report.
3. Select the report you want to redesign.
4. Click Next.
5. Click Finish.

You can now customize and generate the Flexible Reporting report.

6.2 SQL Views

A SQL View is a virtual table that aggregates data from several MiContact Center
Business report tables into a single usable view. With SQL Views, you can access the
raw telephone system data before any math or quantifiers have been applied. This is
especially useful if you need to feed raw contact center statistics to a third-party reporting

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tool or create custom reports that define performance metrics in ways specific to your
business.

Note:

Some SQL Views listed here may not be applicable to your MiContact Center
Business licensing.

The following SQL Views are currently available:

• Queue Performance by Period Stats

• Agent Performance by Period Stats
• Queue Performance by DNIS Stats
• Queue Spectrum by Period Stats
• Agent Event Stats
• Agent Outbound Call Detail
• Call Accounting Trace Extension Stats
• Call Accounting Trace Trunk Stats

Note:

Calls display as two segments in Trace reports if you use route optimization. The
first segment indicates the pre-optimized talk time (indicated by an r in the SMDR
record), and the second segment indicates the post-optimized talk time (indicated
by an R in the SMDR record). In Trace reports, combining the talk time for these
two segments represents the length of the call.

To download SQL Views documentation

• Using a web browser, browse to https://mitel.custhelp.com.

• Under Attachments, click Advanced Data Access Guide.
• Save the file to your computer.
• Browse to the saved file and extract the Advanced Data Access Guide.
• Once the files have been extracted, you can access the Advanced Data Access
Guide in web help format. This guide provides explanations and lists the necessary
requirements for access to SQL Views. It also provides a table detailing the
relationships between mainline reports (delivered in Microsoft Excel) and each SQL

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View. Open the Readme.html file within this folder to browse the Advanced Data
Access Guide web help.

Note:

The SQL Views (.sql files) are included in the product installation and can be
accessed using SQL Query Analyzer, SQL Management Studio, SQL Reporting
Services, or Crystal Reports.
 Report Descriptions and Examples 7
This chapter contains the following sections:
• Top Five recommended reports
• Using reports to identify problems

This reports guide provides the descriptions and examples for each report for the following
media types and applications:

• MiContact Center Business

• Voice. See "Voice reports".

• Administrative. See "Administrative reports".
• Custom reports. You must be licensed for Custom reports to run them.
• Multimedia Contact Center

You must be licensed for Multimedia Contact Center and have generated data for the
respective media type to run these reports.

• Email. See "Email reports".

• Chat. See "Chat reports".
• SMS. See "SMS reports".
• Multimedia. See "Multimedia reports".
• Workforce Scheduling

See "Workforce Scheduling reports". You must be licensed for Workforce Scheduling to run
Workforce Scheduling reports.
• IVR Routing

You must be licensed for IVR Routing to run these reports.

See "IVR Routing reports".

• Traffic Analysis

See "Traffic Analysis reports". You must be licensed for Traffic Analysis to run Traffic
reports.
• Workflow

See "Workflow reports". You must be licensed for or Multimedia Contact Center to run
Workflow reports on multimedia workflows.

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Note:

In reports, durations greater than .5 are rounded up and durations less than .5 are
rounded down.

7.1 Top Five recommended reports

We recommend every contact center use the following Five reports:

1. Queue Performance by Period:

The Queue Performance by Period report shows traffic level highs and lows, and the
service level you provide at these times. Run this report each day and watch for trends
in the traffic level, abandon rate, and service level.
2. Queue Group Performance by Queue:

The Queue Group Performance by Queue report compares queues, and provides
information on the performance of your entire contact center.
3. Queue Group (Answer, Handle, Abandon) Spectrum by Queue:

The spectrum reports provide valuable information on how interactions are dispersed
in your contact center. You can configure answer, handle, abandon thresholds, and
describe the percent breakdown by time for

• Interactions Answered - Which interaction waited in queue the longest before it was
answered or opened? How quickly are most interactions answered or opened?
• Interactions Handled - How many interactions were handled for the queue? What
was the greatest duration for which a queue member interacted with a customer?
• Interactions Abandoned - What was the number of interactions abandoned? How
long did a customer wait before abandoning the interaction?
4. Agent Group Performance by Period:

The Agent Group Performance by Period report allows you to identify trends in agent
group performance. This report tells you how many agents are logged on, and how an
agent group's performance varies throughout the day.
5. Agent Group Event by Period (hh:mm:ss):

The Agent Group Event by Period (hh:mm:ss) report lets you compare the
performance of agents who perform similar jobs. This report provides the shift time
by agent, and a variety of contact counts and agent event counts, such as instances
where agents were unavailable.

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Queue reports

• Describe the Service Level clients experience

• Indicate your customers' perception of this service (for example, 'Average delay to
abandon' statistics)
• Provide customer demographics (for example, on tolerance to delays, and the time of
day that clients contact the contact center)

Agent reports

• Describe agents’ performance

7.2 Using reports to identify problems

There are several key things to watch for while running and reading reports. The
following tables describe potential problems you can identify using queue and agent
reports and make suggestions for resolution.

Table 8: Solving problems using Queue reports

What do I watch for in queue How do I find the source of the

reports? problem and resolve it?

Drop in Service Level When does the Service Level drop during
the day?

1. Check the Agent Group Performance

by Period report to see the distribution
of agents. How many agents were
logged in throughout the day?
2. Examine agent talk times. Do you have
a chatterbox agent?
3. Use Auditor to re-run events during a
time interval to see exactly what each
agent was doing.
4. Run a Forecast report with your Service
Level goals to determine the number
of agents required by period of the day.
Compare the forecast statistics to the
Average Manned Agent statistic in the
Agent Group Performance by Period
report. Do you have enough agents
scheduled to meet your Service Level

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Report Descriptions and Examples

What do I watch for in queue How do I find the source of the

reports? problem and resolve it?

objective (for example, to answer 80%

of calls within 20 seconds).

Why are some queues not meeting their

service level goals while others are?

• Check the Agent Group Performance

by Queue report. Are some agent
groups overworked?

High abandon statistics Why did the customers abandon their

calls or sessions?

1. Check Average Delay to Abandon

statistics. Did the customers abandon
because they were impatient? Did
customers wait a long time in queue?
Were agent talk times excessive during
this time? If so, why?
2. Using Auditor, re-run the interval to see
exactly what each agent was doing.
3. Run the Queue Unavailable Trace
report and then call back the customers
to determine why they abandoned their
interactions.

High requeue count: Are agents forgetting to set themselves as

Unavailable on their telephone sets before
decreases the Average Speed of Answer leaving their desks?
time and the Service Level
• Check the Agent Group Performance
by Period report to see which agents
are experiencing requeues. Remind
agents to use the Unavailable option.

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Table 9: Solving problems using Agent reports

What do I watch for in agent How do I find the source of the

reports? problem and resolve it?

Extremely high or low performance Are there agents who perform 20-30%
statistics worse than other agents?

1. High ACD/Non-ACD/Outbound
contact counts is not a problem if
agents are maintaining high service
levels. For voice, silently monitor
agents periodically to ensure they are
providing a high quality of service, but
not rushing callers.
2. For voice, check the ACD short handle
call count statistic in the Agent Event
by Period (hh:mm:ss) report. Not
many voice transactions can occur
in less than 20 seconds. This could
indicate that agents are 'padding' their
ACD handle statistics by prematurely
terminating calls.

Are there agents who perform 20-30%

better than other agents?

1. For voice, silent monitor agents

periodically to ensure they are properly
trained to handle callers' needs, and
are not chatting unnecessarily.
2. For voice, check Outbound or Non-
ACD statistics for peg counts and
times. Run an Agent Inbound or
Outbound Trace report to see a listing
of all calls. Are agents spending too
much time on personal calls?

High Unavailable statistics Are agents accumulating Unavailable time

and Make Busy peg counts?

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Report Descriptions and Examples

What do I watch for in agent How do I find the source of the

reports? problem and resolve it?

1. Check the Agent Event by Period

(hh:mm:ss) report to evaluate individual
statistics. Determine how much Make
Busy and Do Not Disturb (DND) time
agents are logging. Be sure agents
are adhering to your contact center
policies regarding when to use Make
Busy and Do Not Disturb. Check if your
agents are using Unavailable instead of
logging out.
2. For agents who have high Make Busy
peg counts, run the Auditor with an
Agent by Time monitor for the agent
group. Be sure agents are not using
Make Busy to avoid being the Longest
Idle Agent or to avoid being routed the
next ACD interaction.
3. Implement Make Busy with Reason
functionality. Assign reasons why
agents go into the Make Busy state.
Track Make Busy use by generating
agent reports displaying Make Busy
statistics by Code

Long or short shift time Are agents adhering to their schedules?

1. Examine the Agent Event by Period

(hh:mm:ss) report to determine when
agents are logging in and out. Check if
they are logging in late, leaving early,
or forgetting to log out at the end of the
day.
2. Examine all of the login and logout
times for the shift, and determine if
agents are adhering to your contact
center policies concerning when to log
out and when to use Unavailable.
3. Use Workforce Scheduling, if licensed
for it, to create agent schedules. Use

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What do I watch for in agent How do I find the source of the
reports? problem and resolve it?

Schedule Adherence to ensure agents

are performing their scheduled duties.
 8 Voice reports

Voice reports provide call statistics on the following devices. You can create on-demand
and scheduled reports.

Voice reports include:

• Lifecycle reports
• Account Code reports
• Agent reports
• Queue reports
• Extension reports
• Trunk reports
• Employee reports
• Team reports
• DNIS reports
• Forecast reports

For information on Reporter's voice charts, see "Voice charts".

8.1 Voice Lifecycle Reports

Lifecycle reports provide detailed information on events related to the life of a call, from
the moment the call enters the telephone system to call termination. You can generate
Lifecycle reports on the following devices:

• Agent/Agent group
• DNIS/DNIS group
• Extension/Extension group
• Queue/Queue group
• Trunk/Trunk group
• Site
• Media server
• Port
• Hunt Group

Lifecycle reports can be filtered by call direction, DNIS, trunk, queue, duration in queue,
agent, Account Code, Classification Code, hold duration, call duration, phone number,
and extension. If you have clustered your enterprise into a single site, you can run a
Lifecycle report on site to report on your entire enterprise.

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 Voice reports

Call data does not make the transition to Lifecycle reports immediately upon call
completion. Real-time summary checks for completed calls to file to the Lifecycle data
table every 15 minutes by default. The maximum amount of time a call with no additional
activity will be held before being considered complete is 60 minutes. However, for
customers who routinely handle lengthy calls, this time can be extended. It is important
to delay the transition of call data to Lifecycle reports until the call is entirely completed,
otherwise the data may be inadvertently split into multiple pieces of information.

We recommend you run Lifecycle reports the next day for this day's activities to ensure
all data has transitioned to the Lifecycle data table.

Note:

• Calls display as two segments in Lifecycle reports if you use route optimization.
The first segment indicates the preoptimized talk time (indicated by an r in the
SMDR record), and the second segment indicates the postoptimized talk time
(indicated by an R in the SMDR record). In Lifecycle reports, combining the talk
time for these two segments represents the length of the call.
• Lifecycle reports containing data for internal transferred ACD calls will not link data
properly, unless the Call ID feature on the telephone system is enabled.
• Voice Lifecycle reports contain ACD and SMDR data. ACD events reflect real-time
data and SMDR events reflect historical data.
• Non-ACD extensions will only return data in the Call Segment Complete row as
well as any links to call recordings.
• Ring Groups and Ring Group extensions will provide Call Segment Complete and
MiTAI events for calls for Ring Groups in which they were involved.
• Ring Group extensions will provide Call Segment Complete only for Non-Ring
Group calls to the extensions.
• Internal calls from a Ring Group extension to a Ring Group will be represented on
the Ring Group Lifecycle Report using the Call Segment Complete.
• Ring Group calls to extensions that also have an active Hot Desk User, will
generate records for the extension and Hot Desk User, this will be reflected in the
Lifecycle Report.
• Non-ACD extensions and ring groups will only return data in the Call Segment
Complete row as well as any links to call recordings.
• The parent row’s duration is meant to represent the customer’s call experience.
Child rows call event durations are meant to represent contact center call handling
activities. Call events not affecting the customer’s call experience are omitted from
the parent row’s Duration values. Therefore, the parent row’s duration and the sum
of child row durations might not align.
• Lifecycle reports also include call notes from CCC and links to call recordings;
However, case notes in Web ignite are NOT included.

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The following table defines the events that can occur in Voice Lifecycle reports. The
following figure provides an example of Lifecycle reports.

Table 10: Lifecycle report event type definitions

Event Type Definition

Set Classification Code Classification Code entered during a call

Note:

The duration of this event includes

transfer time, time calls were handled
at other extensions, and Work Timer
durations if configured for the queue.

Set Account Code Account Code entered during a call

Conference start Initiation of conference call

In queue Call is in queue waiting to be answered

Requeue Call returned to queue

Call segment completed Device disconnects from a call

Call end Call ended. The disconnecting party

is the associated device in the Type of
device column, either agent, extension,
customer, or any device not configured
in the database, including voicemail. If
the disconnecting party device is not
configured in the database, it will display
as --. The Reporting column shows
the phone or extension number of the
disconnecting party.

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Event Type Definition

Abandoned Call was abandoned

Transferred Call transferred to another device

Interflowed Call redirected from a queue to an

alternate answer point, such as another
queue or voicemail. Calls redirected
before the Short Abandon time are not
included in Interflow statistics.

Interflow abandoned Call disconnected after an interflow

Queue unavailable Call either routed to the queue's

unavailable answer point or interflowed
before theShort Abandon time

Conference end Conference call ends

Ringing Call is ringing on a device

Answer ACD Call answered from a queue

Answer non ACD Call answered without being in a queue

Hold Call on hold

Hold retrieve Call retrieved from hold

Hold abandon Call abandoned while on hold

IVR enter Call entered the IVR to be routed

IVR exit Call exited the IVR and was routed

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Voice reports

Event Type Definition

Logout Agent logged out

Outbound Call is outbound

Finish Work Timer Work Timer expired and agent became

available to answer calls

Set Make Busy Agent enters a Make Busy state

Remove Make Busy Agent is removed from a Make Busy state

MiTAI Call Distributed Number of ringing events to an extension

in a Ring Group

Figure 7: Lifecycle report

8.2 Voice Charts

Chart reporting is not supported for individual voice reports. Instead, a set of charts on
voice agents and queues are available. Individual graphs make up the charts, providing
visual summaries of report statistics. These charts display a graphical representation of
agent and queue performance.

For more information on voice agent and voice queue reporting, see "Voice Agent
reports" and "Voice Queue reports".

For information on the Unified Queue Group chart, see "Unified Queue Group chart".

Voice Agent chart

• Agent Performance chart:

Located under Reporter > Voice > Agent reports

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Voice Agent Group chart

• Agent Group Performance chart:

Located under Reporter > Voice > Agent reports

Voice Queue chart

• Queue Performance chart:

Located under Reporter > Voice > Queue reports

Voice Queue Group chart

• Queue Group Performance chart:

Located under Reporter > Voice > Queue reports

8.2.1 Voice Agent Performance Chart

The Voice Agent Performance chart displays performance statistics for voice agents.
This chart includes several graphs that enable supervisors to see, at a glance,
performance trends for agents including interaction traffic, handling statistics, and
interaction statistics. This chart also displays agent shift and Make Busy statistics. (See
the following figure.)

The Handled Call Types graph shows the distribution of interaction traffic by time of day.
The graph contains the following information:

Chart Field Description

Out count the portion of the agent traffic representing

outbound interactions

Non ACD count the portion of the agent traffic representing

non-ACD interactions

ACD count the portion of the agent traffic representing

ACD interactions

The blue tiles in the Voice Agent Performance chart display the following information.

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Voice reports

Chart Field Description

Handled the number of ACD, non-ACD, or

Outbound interactions answered by the
agent

Talk time the total time, excluding hold time, that

the agent spent on ACD, non-ACD, or
Outbound interactions

Hold time the total time for which ACD, non-ACD,

and Outbound interactions were put on
hold by the agent

Total time the total talk time, including hold time, that
the agent spent on ACD, non-ACD, or
Outbound interactions

Average total time the average talk time, including hold time,
that the agent spent on ACD, non-ACD, or
Outbound interactions

Abandoned the number of interactions where the

client disconnected before the interaction
was answered by the agent

Requeued the number of ACD interactions sent back

to the queue after being offered to an
agent. These are interactions that, once
offered to the agent, were not answered

Inbound codes entered the number of Account Codes with which

the agent tagged Inbound interactions

Transfer in the number of interactions transferred to

the agent

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Chart Field Description

Transfer out the number of interactions transferred by

the agent

Outbound codes entered the number of Account Codes with which

the agent tagged Outbound interactions

The Agent Time in States graph displays the percentage of time the agent spent in
various agent states, as follows.

Chart Field Description

ACD duration the total time that the agent spent in an

ACD state

Non ACD duration the total time that the agent spent in a
non-ACD state

Out duration total time that the agent spent in an

Outbound state

Make Busy duration the total time that the agent spent in a
Make Busy state

DND duration the total time that the agent spent in a Do

Not Disturb state

Other the total time that the agent spent in a

Ringing and Work Timer state, combined

Idle duration the total amount of time that the agent

spent in an Idle state

The Top 5 Queues graph displays the percentage of interaction counts that the agent
handled. The top five queues are determined by the number of ACD interactions
handled.

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Note:

This graph can include queues for which agents do not answer if, for example, an
agent received an interaction transferred from another queue.

The second row of blue tiles displays agent shift information for the report’s specified
time period.

Chart Field Description

Login time (hh:mm:ss) the time at which the agent logged into the
system, for the reporting period

Shift duration the total time the agent spent logged into
the system, for the reporting period

Logout time (hh:mm:ss) the time at which the agent either last
logged out of the system or last performed
an event (for example, went into Make
Busy), for the reporting period

The Make Busy graph displays counts and the amount of time, in minutes, that agents
spent in Make Busy for the reporting period. These statistics are broken down by Make
Busy Reason Codes.

The bars in the graph indicate the number of Make Busy counts per Reason Code.
The orange line represents the amount of time spent in Make Busy per Reason Code,
enabling supervisors to see how Make Busy duration is distributed across reasons.

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Figure 8: Voice Agent Performance chart

8.2.2 Voice Agent Group Performance chart

The Voice Agent Group Performance chart displays performance statistics for agent
groups answering for voice queues. This chart includes several graphs that enable
supervisors to see, at a glance, performance trends for agent groups including agent
group traffic, agent group handling, and interaction statistics. This chart also contains
graphs displaying agent state statistics for the agent group and the agents in the group.
(See the following figure.)

The Handled Call Types and Agents On graph displays the following information:

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Voice reports

Chart Field Description

Handled call types the ACD, non-ACD, and Outbound

interactions answered by agents in the
agent group

Agents on the number of agents in the interval with a

shift duration greater than zero

Out count the portion of the agent group traffic

representing outbound interactions

Non ACD traffic the portion of the agent group traffic

representing non-ACD interactions

ACD count the portion of the agent group traffic

representing ACD interactions

The blue tiles in the Voice Agent Group Performance chart display the following
information.

Chart Field Description

Handled the number of ACD, non-ACD, or

Outbound interactions answered by
agents in the agent group

Talk time the total time, excluding hold time, that

agents in the agent group spent on ACD,
non-ACD, or Outbound interactions

Hold time the total time for which ACD, non-ACD,

and Outbound interactions were put on
hold by agents in the agent group

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Chart Field Description

Total time the total talk time, including hold time, that
agents in the agent group spent on ACD,
non-ACD, or Outbound interactions

Average total time the average talk time, including hold time,
that agents in the agent group spent on
ACD, non-ACD, or Outbound interactions

Abandoned the number of interactions where the

client disconnected before the interaction
was answered by agents in the agent
group

Requeued the number of ACD interactions that, once

offered to agents in the agent group, were
not answered

Inbound codes entered the number of Account Codes with which

agents in the agent group tagged Inbound
interactions

Transfer in the number of interactions transferred to

agents in the answering agent group

Transfer out the number of interactions transferred by

agents in the agent group

Outbound codes entered the number of Account Codes with

which agents in the agent group tagged
Outbound interactions

The Agent Group by Queue graph displays the percentage of interaction counts that the
agent group handled. The queues that display are determined by the number of ACD
interactions handled.

The Agent Group Time in States graph displays the percentage of time in which the
agent group spent in various agent states, as follows.

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Voice reports

Chart Field Description

ACD duration the total time that agents in the agent

group spent in an ACD state

Non ACD duration the total time that agents in the agent
group spent in a non-ACD state

Out duration the total time that agents in the agent

group spent in an Outbound state

Make Busy duration the total time that agents in the agent
group spent in a Make Busy state

DND duration the total time that agents in the agent

group spent in a Do Not Disturb state

Other the total time that agents in the agent

group spent in a Ringing and Work Timer
state, combined

Idle duration the total time that agents in the agent

group spent in an Idle state

The Agent Activity Count graph displays the number of times in which agents in the
agent group spent in various states, as follows.

Chart Field Description

ACD count the number of times the agent was in an

ACD state

Non ACD count the number of times the agent was in a

non-ACD state

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Chart Field Description

Out count the number of times in which the agent

was in an Outbound state

Make Busy count the number of times the agent entered

Make Busy

DND count the number of times that the agent

entered Do Not Disturb

Requeue count the number of times a call was offered

to an agent, was not answered, and was
subsequently offered back to the queue

The Agent Time in State graph displays the amount of time, in minutes, in which agents
in the agent group spent in various states, as follows.

Chart Field Description

ACD duration the total time that the agent spent in an

ACD state

Non ACD duration the total time that the agent spent in a
non-ACD state

Out duration total time that the agent spent in an

Outbound state

Make Busy duration the total time that the agent spent in a
Make Busy state

DND duration the total time that the agent spent in a Do

Not Disturb state

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Chart Field Description

Ringing duration the total time that the agent spent in a

Ringing state

Idle duration the total amount of time that the agent

spent in an Idle state

Figure 9: Voice Agent Group Performance chart

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8.2.3 Voice Queue Performance chart

The Voice Queue Performance chart displays performance statistics for voice queues.
The chart enables supervisors to see, at a glance, performance trends for queues by
time of day, interactions offered, and agents available. The chart also shows interactions
affecting the contact center’s Service Level, by time of day. (See the following figure.)

If Handled bars display higher than Service count bars, interactions are not being
answered in the queue’s Service Level time. If Service count bars are higher than
Handled bars, interactions are being abandoned and/or interflowed.

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The Voice Queue Performance chart displays the following information:

Chart Field Description

Counts the number of handled, abandoned,

interflowed, and Service counts for the
queue’s members. These counts display
on the left-hand vertical axis and are
charted against the other statistics using a
blue line graph

Handled the number of interactions answered by

the queue's members

Abandoned the number of interactions sent to the

queue where the client disconnected
before the interaction was answered

Interflowed the number of interactions redirected

from the queue to an alternate answer
point, such as another queue or voicemail.
Interactions redirected before the Short
Abandon time are not included in Interflow
statistics.

Service count the number of interactions sent to the

queue that were answered, abandoned,
or interflowed within the specified Service
Level time

Offered the number of interactions sent to the

queue that were completed, interflowed,
or abandoned, charted using a blue line
graph

Available agents the number of agents available throughout

the reporting period. These counts
display on the right-hand vertical axis and
are charted against the other statistics
using a green line graph. This statistic is

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Chart Field Description

calculated as the number of agents with a

shift duration greater than zero

Figure 10: Voice Queue Performance chart

8.2.4 Voice Queue Group Performance chart

The Voice Queue Group Performance chart displays detailed information for voice
queues comprising queue groups. The chart includes several graphs that enable
supervisors to see, at a glance, the queues’ handling, traffic, service level, and available
agent statistics. The chart also indicates whether queues in a queue group are meeting
their Service Level targets. (See the following figure.)

The Voice Queue Group Performance chart displays the following graphs and
information:

The Handled by Hour graph shows the number of ACD interactions handled by the
queue group during the reporting interval. This includes offered, completed, and
abandoned interactions.

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Graph Description

Handled by hour displays the number of interactions

handled for the queue group during the
reporting interval, including Offered,
Completed, and Abandoned interactions

Offered statistics refer to the number of

interactions sent to the queue that were
completed, interflowed, or abandoned

Completed statistics refer to the number

of interactions answered for the queue

Abandoned statistics refer to the number

of interactions sent to the queue where
the client disconnected before the
interaction was answered

Available agents by hour displays the maximum number of agents

available to the queue, for the reporting
period

Traffic by queue displays the number of completed and

abandoned interactions for the queues in
the queue group

Stats affecting Service Level displays statistics affecting the queue’s

Service Level, including abandoned
interactions, requeued interactions,
interflowed interactions, and queue
unavailable counts

In addition to the information displayed by the graphs listed above, the Voice Queue
Group Performance chart displays the following information.

Chart Field Description

Media server the media server collecting data

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Chart Field Description

Average handling time the average amount of time, including

hold, spent completing interactions sent
to the queue. This is calculated by the
average time members were connected to
interactions

ServiceLevel this portion of the chart displays statistics

affecting the queue’s Service Level, as
programmed in YourSite Explorer.This
includes abandoned interactions,
requeues, interflowed interactions, and
queue unavailable counts. The bar
running through the chart indicates the
queue’s Service Level for the reporting
period. If the bar does not reach your
Service Level targets, adjust the factors
listed here

Total the sum of queue Service Levels divided

by the number of queues in the queue
group

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Figure 11: Voice Queue Group Performance chart

8.3 Voice Account Code reports

The Account Code reports provides statistics based on Account Code activity.

The Account Code reports are listed below:

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• Account Code Group by Account Code

8.3.1 Voice Account Code Group by Account Code

The Account Code Group by Account Code report shows ACD, non ACD, and outgoing
call handling by Account Code. The report provides statistics on the number of times
each Account Code was entered and the duration the Account Code was used against
each call type. (See the following figure.)

If Account Codes are configured to use Classification Codes, this affects how Account
Code duration is calculated. When Classification Codes are enabled, the Account Code
duration spans from the time the call arrives until the call ends. When Classification
Codes are disabled, the Account Code duration spans from the time the code was
entered until the next code is entered or the call ends.

Note:

For Classification Codes, duration statistics in this report include transfer time, time
calls were handled at other extensions, and Work Timer durations if configured for
the queue.

The Account Code Group by Account Code report provides the following information:

Report Field Description

Account Code the Account Code entered for this

segment of the call

Name the name of the Account Code

Is Classification Code indicates whether the Account Code

entered is a Classification Code

Number of Codes entered the total number of times the Account

Code was entered

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Report Field Description

Total duration (hh:mm:ss) the total duration the Account Code was
used

Average duration (hh:mm:ss) the average duration the Account Code

was used

Account Codes entered during ACD the number of times the Account Code
was entered during ACD calls

ACD Account Code duration (hh:mm:ss) the duration the Account Code was used
against ACD calls

Average ACD Account Code duration the average duration the Account Code
(hh:mm:ss) was used against ACD calls

Account Codes entered during non ACD the number of times the Account Code
was entered during non-ACD calls

Non ACD Account Code duration the duration the Account Code was used
(hh:mm:ss) against ACD calls

Average non ACD Account Code duration the average duration the Account Code
(hh:mm:ss) was used against non-ACD calls

Account Codes entered during outbound the number of times the Account Code
was entered during outbound calls

Outgoing Account Code duration the duration the Account Code was used
(hh:mm:ss) against outbound calls

Average outbound Account Code duration the average duration the Account Code
(hh:mm:ss) was used against outbound calls

Totals the total of each of the columns

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Figure 12: Voice Account Code Group by Account Code

8.4 Voice Agent reports

Note:

• Voice Agent Event, Voice Agent Group Event, and Voice Agent Shift reports
derive their data from the ACD real-time event stream. Event reports on non-
ACD extensions use the MiTAI stream. All other reports derive their data from the
SMDR stream.
• If you are running a report on an agent group that has non-voice agents, the
statistical values in the generated report will be for voice agents only.

Agent and Agent Group reports provide statistics on agents and all activity of agents
belonging to the agent group including activity those members performed for other agent
skill groups. The Agent reports are listed below:

• Performance reports

• Agent and Agent Group Performance by Account Code

• Agent and Agent Group Performance by Day of Month
• Agent and Agent Group Performance by Day of Week
• Agent and Agent Group Performance by Make Busy / DND Code
• Agent and Agent Group Performance by Month
• Agent and Agent Group Performance by Period
• Agent and Agent Group Performance by Queue (You cannot generate this report
over midnight.)
• Agent Group Performance by Agent
• Agent Group by Agent by Account Code Compliance

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• Event reports

• Agent and Agent Group Event by Period (hh:mm:ss) (You cannot generate this
report over midnight.)
• Agent and Agent Group Event by Period (Percentages) (You cannot generate this
report over midnight.)
• Agent Group by Agent by Make Busy / DND Code
• Agent Group Event by Agent by Day of Month
• Agent Group Event by Agent by Day of Week
• Internal/External reports

• Agent and Agent Group Internal/External Call Counts by Day of Month

• Agent and Agent Group Internal/External Call Counts by Day of Week
• Agent and Agent Group Internal/External Call Counts by Month
• Agent and Agent Group Internal/External Call Counts by Period
• Agent Group Internal/External Call Counts by Agent
• Agent Shift reports

• Agent Shift by Period

• Trace reports

Note:

If you are unable to run a trace report with data, ensure the Inbound/Outbound /
Make Busy Trace reporting check box is selected for the media server. (YourSite >
Media server > Data summary options)

• Agent by Make Busy/DND Trace

• Agent Inbound Trace
• Agent Outbound Trace
• Agent Group Inbound Trace
• Agent Group Outbound Trace
• Answering Agent reports

• Agent by Answering Agent Group (You cannot generate this report over midnight.)
• Answering Agent Group by Agent (You cannot generate this report over midnight.)

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8.4.1 Voice Agent and Agent Group Performance by

Account Code
The Agent and Agent Group Performance by Account Code reports show the Account
Codes entered when responding to a call. (See the following figure.)

The Agent and Agent Group Performance by Account Code report provide the following
information:

Report Field Description

Account Code the account code tagged to the ACD

queue

Name the name of the Account Code

Account Codes entered the number of Account Codes entered

Total duration (hh:mm:ss) the amount of time, including hold,

between when an Account Code was
entered and when the interaction was
either completed, tagged with another
Code, or when the agent logged off

Note:

For Classification Codes, this statistic

includes transfer time, time calls were
handled at other extensions, and
Work Timer durations if configured for
the queue.

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

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Report Field Description

Note:

For Classification Codes, this statistic

includes transfer time, time calls were
handled at other extensions, and
Work Timer durations if configured for
the queue.

Totals the total of each of the columns

Figure 13: Voice Agent Performance by Account Code

8.4.2 Voice Agent and Agent Group Performance by Day

of Month
The Agent and Agent Group Performance by Day of Month reports show the call
handling performance of an agent and agent group across the days of the month. (See
the following figure.)

The Agent and Agent Group Performance by Day of Month reports provide the following
information:

Report Field Description

Activity period the interval of the report in hours and

minutes

ACD calls handled the total number of ACD calls answered

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Report Field Description

Non ACD calls handled the total number of non ACD calls
answered

Calls abandoned the number of calls abandoned while

ringing the agent; abandoned ACD calls
are not included in this total

Calls outbound the total number of outbound calls

Calls requeued the total number of requeues at the

agent’s position - if an agent fails to
answer a call, the system places the
call back in the same queue and it is
answered by the first available agent

Calls transferred to agent the total number of calls transferred to the

agent’s position

Calls transferred from agent the total number of calls transferred from
the agent’s position

Conference calls the total number of conference calls

involving the agent

Account Code the number of Account Codes entered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

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Report Field Description

Non ACD handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non ACD
(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 14: Voice Agent Group Performance by Day of Month

8.4.3 Voice Agent and Agent Group Performance by Day

of Week
The Agent and Agent Group Performance by Day of Week reports show the call handling
performance of an agent and Agent Group over the days of the week. When this report is
run for more than one week, the data is summed for each day of the week. For example,
if the report is run for two weeks, the data found under Monday is the summed total of
the two Mondays and the data found under Tuesday is the summed totals of the two
Tuesdays. (See the following figure.)

The Agent and Agent Group Performance by Day of Week reports provide the following
information:

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Report Field Description

Activity period the interval of the report in hours and

minutes

ACD calls handled the total number of ACD calls answered

Non ACD calls handled the total number of non ACD calls
answered

Calls abandoned the number of calls abandoned while

ringing the agent; abandoned ACD calls
are not included in this total

Calls outbound the total number of outbound calls

Calls requeued the total number of requeues at the

agent’s position - if an agent fails to
answer a call, the system places the
call back in the same queue and it is
answered by the first available agent

Calls transferred to agent the total number of calls transferred to the

agent’s position

Calls transferred from agent the total number of calls transferred from
the agent’s position

Conference calls the total number of conference calls

involving the agent

Account Code the number of Account Codes entered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

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Report Field Description

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non ACD
(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 15: Voice Agent Group Performance by Day of Week

8.4.4 Voice Agent and Agent Group Performance by Make

Busy / DND Code
The Agent and Agent Group Performance by Make Busy / DND Code reports show the
total and average duration the agent and agent group is in voice Make Busy and/or Do
Not Disturb and the Reason Codes associated with these states. The filtering option
enables you to include data for Make Busy and/or Do Not Disturb Reason Codes, and

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to sort by Reporting, Full Name, Call duration, Reason Code Count and Reason Code
Type, in ascending or descending order. (See the following figure.)

The Agent and Agent Group Performance by Make Busy / DND Code reports provide the
following information:

Report Field Description

Reporting the Make Busy or Do Not Disturb reason

code number

Full name the name of the Make Busy or Do Not

Disturb Reason code

Number of Codes entered the number of times a code is entered for

the date/time range of the report

Duration the total time the agent spent in the voice

Make Busy and/or Do Not Disturb state,
controlled by the agent or the supervisor

Average duration (hh:mm:ss) the average time the agent spent in the
voice Make Busy and/or Do Not Disturb
state, controlled by the agent or the
supervisor

Reason type the type of Reason Code, either Make

Busy or Do Not Disturb

Totals the total of each of the columns

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Figure 16: Voice Agent Group Performance by Make Busy / DND Code

8.4.5 Voice Agent and Agent Group Performance by

Month
The Agent and Agent Group Performance by Month reports show the call handling
performance of an agent and agent group across the month. (See the following figure.)

The Agent and Agent Group Performance by Month reports provide the following
information:

Report Field Description

Activity period the interval of the report in hours and

minutes

ACD calls handled the total number of ACD calls answered

Non ACD calls handled the total number of non ACD calls
answered

Calls abandoned the number of calls abandoned while

ringing the agent; abandoned ACD calls
are not included in this total

Calls outbound the total number of outbound calls

Calls requeued the total number of requeues at the

agent’s position - if an agent fails to
answer a call, the system places the

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Report Field Description

call back in the same queue and it is

answered by the first available agent

Calls transferred to agent the total number of calls transferred to the

agent’s position

Calls transferred from agent the total number of calls transferred from
the agent’s position

Conference calls the total number of conference calls

involving the agent

Account Code the number of Account Codes entered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non ACD
(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

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Report Field Description

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 17: Voice Agent Group Performance by Month

8.4.6 Voice Agent and Agent Group Performance by

Period
The Agent and Agent Group Performance by Period reports show the call handling
performance of an agent and agent group across 15-, 30-, or 60-minute intervals, for the
shift duration and day(s) you specify. (See the following figure.)

The Agent and Agent Group Performance by Period reports provides the following
information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the number of calls abandoned while

ringing the agent; abandoned ACD calls
are not included in this total

Calls outbound the total number of outbound calls

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Report Field Description

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Calls transferred to agent the number of calls transferred to the

agent's position

Calls transferred from agent the number of calls transferred from the
agent's position

Conference calls the total number of conference calls

involving the agent

Account Code the number of Account Codes entered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

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Report Field Description

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound time (hh:mm:ss) the average duration of outbound calls

Average manned agents (Agent Group the average number of voice agents
only) scheduled for the shift

Totals the total of each of the columns

Figure 18: Voice Agent Group Performance by Period

8.4.7 Voice Agent and Agent Group Performance by

Queue
The Agent and Agent Group Performance by Queue reports show ACD call statistics on
the queues for which the agent answered calls, and the summary total of statistics for
non ACD calls involving the agent for the shift duration and day(s) you specify.

After you associate agents with agent groups in the YourSite database, you can run an
Agent Group Performance by Queue Report on a particular agent group.

The Agent Group Performance by Queue report shows ACD call statistics on the queues
for which the agents in the agent group answered calls, and the summary total of
statistics for non ACD calls involving the agents (in the agent group) for the shift duration
and day(s) you specify.

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The first five fields contain multiple records reflecting the ACD queues serving the ACD
Agent and Agent Group. The remaining fields contain a single record that reflects the
totals irrespective of ACD queue. (See the following figure.)

Note:

This report displays call statistics for queues to which the agent is not associated, if
the agent handled a call for an unassociated queue.

The Agent and Agent Group Performance by Queue reports provide the following
information:

Report Field Description

Reporting the queue’s reporting number

ACD calls handled the total number of ACD calls answered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Calls requeued the total number of requeues at the

agent’s position - if an agent fails to
answer a call, the system places the
call back in the same queue and it is
answered by the first available agent

Non ACD calls handled the total number of non ACD calls
answered

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Report Field Description

Calls outbound the total number of outbound calls

Calls transferred to agent the total number of calls transferred to the

agent’s position

Calls transferred from agent the total number of calls transferred from
the agent’s position

Conference calls the total number of conference calls

involving the agent

Non ACD handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Totals the total of each of the columns

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Figure 19: Voice Agent Group Performance by Queue

8.4.8 Voice Agent Group Performance by Agent

The Agent Group Performance by Agent report shows the workload distribution across
the agents in an agent group for the shift duration and day(s) you specify. It reports the
call statistics in hours, minutes, and seconds, and provides call counts across agents.
(See the following figure.)

The Agent Group Performance by Agent report provides the following information for
individual agents in the group:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

ACD calls handled the total number of ACD calls answered

Non ACD calls handled the total number of non ACD calls
answered

Calls outbound the total number of outbound calls

Calls requeued the total number of requeues at the

agent’s position - if an agent fails to
answer a call, the system places the
call back in the same queue and it is
answered by the first available agent

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Report Field Description

Account Codes the number of Account Codes entered

Shift duration the total time the agent spent logged into
the system, for the reporting period

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Percent of shift the percentage of shift time representing

ACD call activity

Non ACD handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non ACD
(hh:mm:ss) calls (including hold time and transfer/
conference time)

Percent of shift the percentage of shift time representing

non ACD call activity

Outbound handling time (hh:mm:ss) the total duration of calls that you made to
destinations outside the office (including
hold time and transfer/conference time)

Average outbound handling time the average duration of calls that you
(hh:mm:ss) made to destinations outside the office

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Report Field Description

(including hold time and transfer/

conference time)

Percent of shift the percentage of shift time representing

external outbound call activity

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

Percent of shift the total duration the agent spent in the

Make Busy state, controlled by the agent
or the supervisor

Total DND time (hh:mm:ss) the total duration the agent spent in Do
Not Disturb, controlled by the agent or the
supervisor

Percent of shift the percentage of shift time representing

voice Do Not Disturb activity

Totals the total of each of the columns

Figure 20: Voice Agent Group Performance by Agent

8.4.9 Voice Agent Group by Agent by Account Code

Compliance
The Agent Group by Agent by Account Code Compliance report shows the workload
distribution across the agents in an agent group for the day(s) you specify, including the
percentage of calls with Account Codes. It reports the call statistics in hours, minutes,
and seconds, and provides call counts across agents. (See the following figure.)

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The Agent Group by Agent by Account Code Compliance report provides the following
information for individual agents in the group:

Report Field Description

Reporting the agent’s reporting number

Agent name the name associated to the Agent ID

ACD calls handled the total number of ACD calls answered

Non ACD calls handled the total number of non ACD calls
answered

Calls outbound the total number of outbound calls

Calls requeued the total number of requeues at the

agent’s position - if an agent fails to
answer a call, the system places the
call back in the same queue and it is
answered by the first available agent

Account Codes the total number of account codes entered

by the agent (for incoming and outgoing
calls)

ACD calls with Account Codes the number of ACD calls to which account
codes were applied

Percent of ACD Account Code the percentage of calls handled to which

compliance account codes were applied

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

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Report Field Description

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non ACD
(hh:mm:ss) calls (including hold time and transfer/
conference time)

Originated outbound handling time the total duration of calls that you made to
(hh:mm:ss) destinations outside the office (including
hold time and transfer/conference time)

Average originated outbound handling the average duration of calls that you
time (hh:mm:ss) made to destinations outside the office
(including hold time and transfer/
conference time)

Totals the total of each of the columns

Figure 21: Voice Agent Group by Agent by Account Code Compliance

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8.4.10 Voice Agent and Agent Group Event by Period

(hh:mm:ss)
Event reports derive their data from the ACD real-time event stream. Event reports on
non-ACD extensions use the MiTAI stream. All other reports derive their data from the
SMDR stream.

The Agent Event by Period (hh:mm:ss) report displays log on and log off times for the
agent and the total duration the agent spent in various agent states for the day(s) you
specify. It reports the call statistics in hours, minutes, and seconds and provides call
counts for the agent. (See the following figure.)

The Agent Group Event by Period (hh:mm:ss) report displays log on and log off times
for the members of the agent group and the total duration each agent of the agent group
spent in various agent states for the day(s) you specify. It reports the call statistics in
hours, minutes, and seconds and provides call counts for the agent.

Your choice of Shift Mode determines how this report calculates data. In Reporter, after
Shift Mode, select the checkbox for either Default or Agent Group Presence. 'Default'
ignores presence data. 'Agent Group Presence' subtracts agent absence from shift data.
Data relating to individual agent presence is not displayed under the corresponding
report columns.

The Agent Event by Period (hh:mm:ss) report is truncated to the first 1000 records. It
provides the following information:

Report Field Description

Login date/time the date and time at which the agent

logged into the system

Logout date/time the date and time at which the agent

either last logged out of the system or last
performed an event (for example, went
into Make Busy)

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive calls

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Report Field Description

Average ringing time (hh:mm:ss) the average duration calls rang on the
agent’s phone before the agent answered
the calls

ACDcalls handled the total number of ACD calls the agent

answered

ACD short handle call count the total number of ACD calls answered
where talk time is less than the Short
handle parameter

ACD true talk time (hh:mm:ss) the total duration of ACD calls, from agent
pick up to client hang up (excluding hold
time)

ACD hold time (hh:mm:ss) the time for which ACD interactions were
put on hold

Average ACD true talk time (hh:mm:ss) the average duration of ACD calls, from
agent pick up to client hang up (excluding
hold time)

True ACD calls per hour the total ACD call count minus the ACD
short handle call count, divided by the
shift time for this agent

Wrap up time (hh:mm:ss) the duration the agent spent in the wrap
up state. Wrap up time does not include
any time spent making or taking calls
during the wrap up timer

Average wrap up time (hh:mm:ss) the average duration the agent spent in
the wrap up state. Wrap up time does not
include any time spent making or taking
calls during the wrap up timer

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Report Field Description

Non ACD true talk time (hh:mm:ss) the total duration of non-ACD calls
(excluding hold time)

Non ACDhold time (hh:mm:ss) the time for which non-ACDinteractions

were put on hold

Non ACD calls handled the total number of non-ACD calls

answered

Originated outbound time (hh:mm:ss) the total duration of outbound calls

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Outbound hold time (hh:mm:ss) the time for which outbound interactions
were put on hold

Calls outbound the total number of outbound calls

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Total hold time (hh:mm:ss) the total hold duration across all call types
(ACD, non ACD, and outbound calls)

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Report Field Description

Average hold time (hh:mm:ss) the average hold time across all call types
(ACD, non ACD, and outbound calls)
(Total hold time / Total hold count)

Total hold count the total hold count across all call types
(ACD, non ACD, and outbound calls)

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in
Make Busy, controlled by the agent or the
supervisor

Make Busy count the number of times the agent entered

Make Busy

Total DND time (hh:mm:ss) the total duration the agent spent in Do
Not Disturb, controlled by the agent or the
supervisor

Average DND time (hh:mm:ss) the average duration the agent spent in
Do Not Disturb, controlled by the agent or
the supervisor

DND count the total number of times the agent

entered Do Not Disturb

Requeue count the number of times a call was offered

to an agent, was not answered, and was
subsequently offered back to the queue

Extension number the extension number used

Totals the total of each of the columns

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The Agent Group Event by Period (hh:mm:ss) report is truncated to the first 1000
records. It provides the following information:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

First login date/time the date and time at which the first agent
in the group logged into the system

Last logout date/time the date and time at which the last agent
in the group either last logged out of the
system or last performed an event (for
example, went into Make Busy)

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive calls

Average ringing time (hh:mm:ss) the average duration ACD calls rang
on the agent’s phone before the agent
answered the calls

ACD calls handled the total number of ACD calls the agent
answered

ACD short handle call count the total number of ACD calls answered
where talk time is less than the Short
handle parameter

ACD true talk time (hh:mm:ss) the total duration of ACD calls, from agent
pick up to client hang up (excluding hold
time)

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Report Field Description

ACDhold time (hh:mm:ss) the time for which ACD interactions were
put on hold

Average ACD true talk time (hh:mm:ss) the average duration of ACD calls, from
agent pick up to client hang up (excluding
hold time)

True ACD calls per hour the total ACD call count minus the ACD
short handle call count, divided by the
shift time for this agent

Wrap-up time (hh:mm:ss) the duration the agent spent in the wrap
up state. Wrap up time does not include
any time spent making or taking calls
during the wrap up timer

Average wrap up time (hh:mm:ss) the average duration the agent spent in
the wrap up state. Wrap up time does not
include any time spent making or taking
calls during the wrap up timer

Non ACD true talk time (hh:mm:ss) the total duration of non-ACD calls
(excluding hold time)

Non ACDhold time (hh:mm:ss) the time for which non-ACDinteractions

were put on hold

Non ACD calls handled the total number of non-ACD calls

answered

Originated outbound time (hh:mm:ss) the total duration of outbound calls

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Report Field Description

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Outbound hold time (hh:mm:ss) the time for which outbound interactions
were put on hold

Calls outbound the total number of outbound calls

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Total hold time (hh:mm:ss) the total hold duration across all call types
(ACD, non ACD, and outbound calls)

Average hold time (hh:mm:ss) the average hold time across all call types
(ACD, non ACD, and outbound calls)
(Total hold time / Total hold count)

Total hold count the total hold count across all call types
(ACD, non ACD, and outbound calls)

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in
Make Busy, controlled by the agent or the
supervisor

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Report Field Description

Make Busy count the total number of times the agent

entered the voice Make Busy state

Total DND time (hh:mm:ss) the total duration the agent spent in Do
Not Disturb, controlled by the agent or the
supervisor

Average DND time (hh:mm:ss) the average duration the agent spent in
Do Not Disturb, controlled by the agent or
the supervisor

DND count the number of times that the agent

entered Do Not Disturb

Requeue count the number of times a call was offered

to an agent, was not answered, and was
subsequently offered back to the queue

Occupancy % the total duration for which the agents of

the queue are engaged in any one of the
States (but not Idle). The States includes
ACD, ACD Hold, Non ACD, Non ACD
Hold, Out, Out Hold, Ringing, Work Timer,
Make Busy, and/or DND.

Totals the total of each of the columns

Figure 22: Voice Agent Event by Period (hh:mm:ss)

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8.4.11 Voice Agent and Agent Group Event by Period

(Percentages)
The Agent and Agent Group Event by Period (Percentages) reports display log on and
log off times for the agent and agent group, and the percentage of time the agent spent
in various agent and agent group states for the day(s) you specify. It reports the statistics
as a percentage of the total shift time. (See the following figure.)

If you specify conditions in which agents enter unavailable states (logged off, Make Busy,
Do Not Disturb), you can accurately measure the time agents spent on various activities.

For example, you could specify that agents log off when they go on breaks, for lunch, or
when they are away from their desks for greater than five minutes. You could specify that
agents go into Make Busy when they are away from their desks less than five minutes,
and that they enter do not disturb when they are in meetings or in training.

Your choice of Shift Mode determines how this report calculates data. In Reporter, after
Shift Mode, select the checkbox for either Default or Agent Group Presence. 'Default'
ignores presence data. 'Agent Group Presence' subtracts agent absence from shift data.
Data relating to individual agent presence is not displayed under the corresponding
report columns.

The Agent Event by Period (Percentages) report provides the following information:

Report Field Description

Login date/time the date and time at which the agent

logged into the system

Logout date/time the date and time at which the agent

either last logged out of the system or last
performed an event (for example, went
into Make Busy)

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time percentage the % of time the agent is logged on and

available to receive calls

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Report Field Description

ACD true talk percentage the % of time the agent answered ACD
calls (excluding hold time)

ACD hold percentage the % of time ACD calls spent on hold

Non ACD talk percentage the % of time the agent answered non-
ACD calls (excluding hold time)

Non ACD hold percentage the % of time non-ACD calls spent on hold

Outbound percentage the % of time the agent spent on

outbound calls

Note:
In Event reports, Outbound statistics
do not include unanswered calls

Outbound hold percentage the % of time outbound calls spent on

hold

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Wrap up percentage the % of time the agent spent in the wrap

up state

Make Busy percentage the % of time the agent spent in the voice
Make Busy state

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Report Field Description

DND percentage the % of time the agent spent in the voice

Do Not Disturb state

Extension number the extension number used

Totals the total of each of the columns

The Agent Group Event by Period (Percentages) report provides the following
information:

Report Field Description

Reporting the agent's reporting number

Full name the name associated to the Agent ID

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time percentage the % of time the agent is logged on and

available to receive calls

ACD true talk percentage the % of time the agent answered ACD
calls (excluding hold time)

ACD hold percentage the % of time ACD calls spent on hold

Non ACD talk percentage the % of time the agent answered non-
ACD calls (excluding hold time)

Non ACD hold percentage the % of time non-ACD calls spent on hold

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Report Field Description

Outbound percentage the % of time the agent spent on

outbound calls

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Outbound hold percentage the % of time outbound calls spent on

hold

Note:
In Event reports, Outbound statistics
do not include unanswered calls

Wrap up percentage the % of time the agent spent in the wrap

up state

Make Busy percentage the % of time the agent spent in the voice
Make Busy state

DND percentage the % of time the agent spent in the voice

Do Not Disturb state

Totals the total of each of the columns

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Figure 23: Voice Agent Event by Period (Percentages)

8.4.12 Voice Agent Group by Agent by Make Busy / DND

Code
The Agent Group by Agent by Make Busy / DND Code report shows the frequency and
duration that each agent in the agent group is in voice Make Busy and/or Do Not Disturb.
The filtering option enables you to include data for Make Busy and/or Do Not Disturb
Reason Codes and to sort by reporting, full name, call duration, reason code count, and
reason code type, in ascending or descending order. (See the following figure.)

The Agent Group by Agent by Make Busy / DND Code report provides the following
information:

Report Field Description

Reporting the agent’s reporting number

Full name the name that is associated with the

above reporting number

Shift duration the duration for which the shift occurs

Reason Code the Make Busy or Do Not Disturb Reason

Code number

Reason Code name the name of the Reason Code (If the
Make Busy Reason Code 01 means the
morning break, the name of the Make
Busy Reason code could be Morning
Break)

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Report Field Description

Code entry count the number of times a Code is entered

by either the agent (for agent reports) or
agent group (for agent group reports) for
the date/time range of the report

Duration the total time the agent spent in the voice

Make Busy and/or Do Not Disturb state,
controlled by the agent or the supervisor

Average duration (hh:mm:ss) the average time the agent spent in the
voice Make Busy and/or Do Not Disturb
state, controlled by the agent or the
supervisor

Percent of shift the percent of time the agent or agent

group spent in Make Busy or Do Not
Disturb

Reason type the type of Reason Code, either Make

Busy or Do Not Disturb

Totals the total of each of the columns

Note:

The Make Busy statistics differ between the Voice Agent by Make Busy / DND Trace
report and the Voice Agent Group by Agent by Make Busy / DND Code report. In the
Voice Agent by Make Busy / DND Trace report, the Make Busy statistics include the
total duration from the time the agent entered the Make Busy state to the time the
agent left the Make Busy state. In the Voice Agent Group by Agent by Make Busy /
DND Code report, the Make Busy statistics do not include the time spent in any
overriding state.

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Figure 24: Voice Agent Group by Agent by Make Busy / DND Code

8.4.13 Voice Agent Group Event by Agent by Day of Month

Event reports derive their data from the ACD real-time event stream. Event reports on
non-ACD extensions use the MiTAI stream. All other reports derive their data from the
SMDR stream.

The Agent Group Event by Agent by Day of Month report displays log on and log off
times for each agent of the agent group, and the total duration that each agent spent
in various agent states for each day of the month. It reports the call statistics in hours,
minutes, and seconds and provides call counts for the agent. (See the following figure.)

Your choice of Shift Mode determines how this report calculates data. In Reporter, after
Shift Mode, select the checkbox for either Default or Agent Group Presence. 'Default'
ignores presence data. 'Agent Group Presence' subtracts agent absence from shift data.
Data relating to individual agent presence is not displayed under the corresponding
report columns.

The Agent Group Event by Agent by Day of Month report provides the following
information:

Report Field Description

Reporting the agent's reporting number

Full name the name associated to the Agent ID

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Report Field Description

Activity period the interval of the report in hours and

minutes

First login time the date and time at which the first agent
in the group logged into the system

Last logout time the time at which the last agent in the
group either last logged out of the system
or last performed an event (for example,
went into Make Busy)

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive calls

ACD calls handled the total number of ACD calls the agent
answered

ACD short handle call count the total number of ACD calls answered
where talk time is less than the Short
handle parameter

ACD true talk time (hh:mm:ss) the total duration of ACD calls, from agent
pick up to client hang up (excluding hold
time)

Average ACD true talk time (hh:mm:ss) the average duration of ACD calls, from
agent pick up to client hang up (excluding
hold time)

True ACD calls per hour the total ACD call count minus the ACD
short handle call count, divided by the
shift time for this agent

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Report Field Description

Average wrap up time (hh:mm:ss) the average duration the agent spent in
the wrap up state. Wrap up time does not
include any time spent making or taking
calls during the wrap up timer

Non ACD true talk time (hh:mm:ss) the total duration of non-ACD calls
(excluding hold time)

Non ACD calls handled the total number of non-ACD calls

answered

Originated outbound time (hh:mm:ss) the total duration of outbound calls

Note:
In Event reports, Outbound statistics
do not include unanswered calls

Calls outbound the total number of outbound calls

Note:
In Event reports, Outbound statistics
do not include unanswered calls

Average hold time (hh:mm:ss) the average hold time across all call types
(ACD, non ACD, and outbound calls)
(Total hold time / Total hold count)

Total hold count the total hold count across all call types
(ACD, non ACD, and outbound calls)

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Report Field Description

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in
Make Busy, controlled by the agent or the
supervisor

Make Busy count the total number of times the agent

entered the voice Make Busy state

Total DND time (hh:mm:ss) the total duration the agent spent in Do
Not Disturb, controlled by the agent or the
supervisor

DND count the total number of times the agent

entered Do Not Disturb

Occupancy % the total duration for which the agents of

the queue are engaged in any one of the
States (but not Idle). The States includes
ACD, ACD Hold, Non ACD, Non ACD
Hold, Out, Out Hold, Ringing, Work Timer,
Make Busy, and/or DND.

Totals the total of each of the columns

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Figure 25: Voice Agent Group Event by Agent by Day of Month

8.4.14 Voice Agent Group Event by Agent by Day of Week

Event reports derive their data from the ACD real-time event stream. Event reports on
non-ACD extensions use the MiTAI stream. All other reports derive their data from the
SMDR stream.

The Agent Group Event by Agent by Day of Week report displays log on and log off times
for each agent of the agent group, and the total duration that each agent spent in various
agent states over the days of the week. It reports the call statistics in hours, minutes, and
seconds and provides call counts for the agent. When this report is run for more than
one week, the data is summed for each day of the week. For example, if the report is run
for two weeks, the data found under Monday is the summed total of the two Mondays
and the data found under Tuesday is the summed totals of the two Tuesdays. (See the
following figure.)

Your choice of Shift Mode determines how this report calculates data. In Reporter, after
Shift Mode, select the checkbox for either Default or Agent Group Presence. 'Default'
ignores presence data. 'Agent Group Presence' subtracts agent absence from shift data.
Data relating to individual agent presence is not displayed under the corresponding
report columns.

The Agent Group Event by Agent by Day of Week report provides the following
information:

Report Field Description

Reporting the agent's reporting number

Full name the name associated to the Agent ID

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Report Field Description

Activity period the interval of the report in hours and

minutes

First login time the date and time at which the first agent
in the group logged into the system

Last logout time the time at which the last agent in the
group either last logged out of the system
or last performed an event (for example,
went into Make Busy)

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive calls

ACD calls handled the total number of ACD calls the agent
answered

ACD short handle call count the total number of ACD calls answered
where talk time is less than the Short
handle parameter

ACD true talk time (hh:mm:ss) the total duration of ACD calls, from agent
pick up to client hang up (excluding hold
time)

Average ACD true talk time (hh:mm:ss) the average duration of ACD calls, from
agent pick up to client hang up (excluding
hold time)

True ACD calls per hour the total ACD call count minus the ACD
short handle call count, divided by the
shift time for this agent

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Report Field Description

Average wrap up time (hh:mm:ss) the average duration the agent spent in
the wrap up state. Wrap up time does not
include any time spent making or taking
calls during the wrap up timer

Non ACD true talk time (hh:mm:ss) the total duration of non-ACD calls
(excluding hold time)

Non ACD calls handled the total number of non-ACD calls

answered

Originated outbound time (hh:mm:ss) the total duration of outbound calls

Note:
In Event reports, Outbound statistics
do not include unanswered calls

Calls outbound the total number of outbound calls

Note:
In Event reports, Outbound statistics
do not include unanswered calls

Average hold time (hh:mm:ss) the average hold time across all call types
(ACD, non ACD, and outbound calls)
(Total hold time / Total hold count)

Total hold count the total hold count across all call types
(ACD, non ACD, and outbound calls)

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Report Field Description

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in
Make Busy, controlled by the agent or the
supervisor

Make Busy count the total number of times the agent

entered the voice Make Busy state

Total DND time (hh:mm:ss) the total duration the agent spent in Do
Not Disturb, controlled by the agent or the
supervisor

DND count the total number of times the agent

entered Do Not Disturb

Occupancy % the total duration for which the agents of

the queue are engaged in any one of the
States (but not Idle). The States includes
ACD, ACD Hold, Non ACD, Non ACD
Hold, Out, Out Hold, Ringing, WorkTimer,
Makebusy, and/or DND.

Totals the total of each of the columns

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Figure 26: Voice Agent Group Event by Agent by Day of Week

8.4.15 Voice Agent and Agent Group Internal/External Call

Counts by Day of Month
Here is a brief definition of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Agent and Agent Group Internal/External Call Counts by the Day of Month reports
show internal and external call activity of an agent and agent group for the days of the
month. (See the following figure.)

Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

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All agent internal/external call count reports have the following headings:

Report Field Description

Activity period the interval of the report in hours and

minutes

ACD calls handled the total number of ACD calls answered

Total internal ACD calls the total number of ACD calls that you
received that originated inside the office

Total internal ACD handling time the total duration of ACD calls that
(hh:mm:ss) you received that originated in the
office (including hold time and transfer/
conference time)

Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you
received that originated in the office

Total external ACD calls the total number of ACD calls that
originated outside the office with a
destination within the office

Total external ACD handling time the total duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external ACD handling time the average duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office

Non ACD calls handled the total number of non ACD calls
answered

Total internal non ACD calls the total number of non ACD calls that you
received that originated in the office

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Report Field Description

Total internal non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office (including hold time and transfer/
conference time)

Average internal non ACD duration the average duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office

Total external non ACD calls the total number of non ACD calls that
originated outside the office with a
destination within the office

Total external non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external non ACD duration the average duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office

Calls outbound the total number of outbound calls

Total internal out calls the total number of calls that you made to
destinations within the office

Total internal out handling time the total duration of calls that you made
(hh:mm:ss) to destinations within the office (including
hold time and transfer/conference time)

Average internal out duration (hh:mm:ss) the average duration of calls that you
made to destinations within the office

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Report Field Description

Total external out calls the total number of calls that you made to
destinations outside the office

Total external out handling time the total duration of calls that you made to
(hh:mm:ss) destinations outside the office (including
hold time and transfer/conference time)

Average external out duration (hh:mm:ss) the average duration of calls that you
made to destinations outside the office

Totals the total of each of the columns

Figure 27: Voice Agent Group Internal/External Call Counts by Day of Month

8.4.16 Voice Agent and Agent Group Internal/External Call

Counts by Day of Week
Here is a brief definition of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

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The Agent and Agent Group Internal/External Call Counts by the Day of Week reports
show internal and external call activity of an agent and agent group over the days of
the week. When this report is run for more than one week, the data is summed for each
day of the week. For example, if the report is run for two weeks, the data found under
Monday is the summed total of the two Mondays and the data found under Tuesday is
the summed totals of the two Tuesdays. (See the following figure.)

Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All agent internal/external call count reports have the following headings:

Report Field Description

Activity period the interval of the report in hours and

minutes

ACD calls handled the total number of ACD calls answered

Total internal ACD calls the total number of ACD calls that you
received that originated inside the office

Total internal ACD handling time the total duration of ACD calls that
(hh:mm:ss) you received that originated in the
office (including hold time and transfer/
conference time)

Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you
received that originated in the office

Total external ACD calls the total number of ACD calls that
originated outside the office with a
destination within the office

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Report Field Description

Total external ACD handling time the total duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external ACD duration the average duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office

Non ACD calls handled the total number of non ACD calls
answered

Total internal non ACD calls the total number of non ACD calls that you
received that originated in the office

Total internal non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office (including hold time and transfer/
conference time)

Average internal non ACD duration the average duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office

Total external non ACD calls the total number of non ACD calls that
originated outside the office with a
destination within the office

Total external non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external non ACD duration the average duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office

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Report Field Description

Calls outbound the total number of outbound calls

Total internal out calls the total number of calls that you made to
destinations within the office

Total internal out handling time the total duration of calls that you made
(hh:mm:ss) to destinations within the office (including
hold time and transfer/conference time)

Average internal out duration (hh:mm:ss) the average duration of calls that you
made to destinations within the office

Total external out calls the total number of calls that you made to
destinations outside the office

Total external out handling time the total duration of calls that you made to
(hh:mm:ss) destinations outside the office (including
hold time and transfer/conference time)

Average external out duration (hh:mm:ss) the average duration of calls that you
made to destinations outside the office

Totals the total of each of the columns

Figure 28: Voice Agent Group Internal/External Call Counts by Day of Week

8.4.17 Voice Agent and Agent Group Internal/External Call

Counts by Month
Here is a brief definition of external and internal calls:

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• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Agent and Agent Group Internal/External Call Counts by Month reports show internal
and external call activity of an agent and agent group for the month. (See the following
figure.)

Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All agent internal/external call count reports have the following headings:

Report Field Description

Activity period the interval of the report in hours and

minutes

ACD calls handled the total number of ACD calls answered

Total internal ACD calls the total number of ACD calls that you
received that originated inside the office

Total internal ACD handling time the total duration of ACD calls that
(hh:mm:ss) you received that originated in the
office (including hold time and transfer/
conference time)

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Report Field Description

Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you
received that originated in the office

Total external ACD calls the total number of ACD calls that
originated outside the office with a
destination within the office

Total external ACD handling time the total duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external ACD handling time the average duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office

Non ACD calls handled the total number of non ACD calls
answered

Total internal non ACD calls the total number of non ACD calls that you
received that originated in the office

Total internal non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office (including hold time and transfer/
conference time)

Average internal non ACD duration the average duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office

Total external non ACD calls the total number of non ACD calls that
originated outside the office with a
destination within the office

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Report Field Description

Total external non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external non ACD duration the average duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office

Calls outbound the total number of outbound calls

Total internal out calls the total number of calls that you made to
destinations within the office

Total internal out handling time the total duration of calls that you made
(hh:mm:ss) to destinations within the office (including
hold time and transfer/conference time)

Average internal out duration (hh:mm:ss) the average duration of calls that you
made to destinations within the office

Total external out calls the total number of calls that you made to
destinations outside the office

Total external out handling time the total duration of calls that you made to
(hh:mm:ss) destinations outside the office (including
hold time and transfer/conference time)

Average external out duration (hh:mm:ss) the average duration of calls that you
made to destinations outside the office

Totals the total of each of the columns

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Figure 29: Voice Agent Group Internal/External Call Counts by Month

8.4.18 Voice Agent and Agent Group Internal/External Call

Counts by Period
Here is a brief definition of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Agent and Agent Group Internal/External Call Counts by Period reports show
internal and external call activity of an agent and agent group across 15-, 30-, or 60-
minute intervals for the shift duration and day(s) you specify. (See the following figure.)

NOTE: Due to the limited SMDR Reorder Buffer required for real-time filing, some
calls may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All agent internal/external call count reports have the following headings:

Report Field Description

Activity period the interval of the report in hours and

minutes

ACD calls handled the total number of ACD calls answered

Total internal ACD calls the total number of ACD calls that you
received that originated inside the office

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Report Field Description

Total internal ACD handling time the total duration of ACD calls that
(hh:mm:ss) you received that originated in the
office (including hold time and transfer/
conference time)

Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you
received that originated in the office

Total external ACD calls the total number of ACD calls that
originated outside the office with a
destination within the office

Total external ACD handling time the total duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external ACD handling time the average duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office

Non ACD calls handled the total number of non ACD calls
answered

Total internal non ACD calls the total number of non ACD calls that you
received that originated in the office

Total internal non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office (including hold time and transfer/
conference time)

Average internal non ACD duration the average duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office

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Report Field Description

Total external non ACD calls the total number of non ACD calls that
originated outside the office with a
destination within the office

Total external non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external non ACD duration the average duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office

Calls outbound the total number of outbound calls

Total internal out calls the total number of calls that you made to
destinations within the office

Total internal out handling time the total duration of calls that you made
(hh:mm:ss) to destinations within the office (including
hold time and transfer/conference time)

Average internal out duration (hh:mm:ss) the average duration of calls that you
made to destinations within the office

Total external out calls the total number of calls that you made to
destinations outside the office

Total external out handling time the total duration of calls that you made to
(hh:mm:ss) destinations outside the office (including
hold time and transfer/conference time)

Average external out duration (hh:mm:ss) the average duration of calls that you
made to destinations outside the office

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Report Field Description

Totals the total of each of the columns

Figure 30: Voice Agent Group Internal/External Call Counts by Period

8.4.19 Voice Agent Group Internal/External Call Counts by

Agent
Here is a brief definition of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Agent Group Internal/External Call Counts by Agent report shows internal and
external call activity of each agent in the agent group. (See the following figure.)

Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

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All agent internal/external call count reports have the following headings:

Report Field Description

Reporting the agent’s reporting number

Full name the agent’s name

ACD calls handled the total number of ACD calls answered

Total internal ACD calls the total number of ACD calls that you
received that originated inside the office

Total internal ACD handling time the total duration of ACD calls that
(hh:mm:ss) you received that originated in the
office (including hold time and transfer/
conference time)

Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you
received that originated in the office

Total external ACD calls the total number of ACD calls that
originated outside the office with a
destination within the office

Total external ACD handling time the total duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external ACD duration the average duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office

Non ACD calls handled the total number of non ACD calls
answered

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Report Field Description

Total internal non ACD calls the total number of non ACD calls that you
received that originated in the office

Total internal non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office (including hold time and transfer/
conference time)

Average internal non ACD duration the average duration of non ACD calls
(hh:mm:ss) that you received that originated in the
office

Total external non ACD calls the total number of non ACD calls that
originated outside the office with a
destination within the office

Total external non ACD handling time the total duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average external non ACD duration the average duration of non ACD calls
(hh:mm:ss) that originated outside the office with a
destination within the office

Calls outbound the total number of outbound calls

Total internal out calls the total number of calls that you made to
destinations within the office

Total internal out handling time the total duration of calls that you made
(hh:mm:ss) to destinations within the office (including
hold time and transfer/conference time)

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Report Field Description

Average internal out duration (hh:mm:ss) the average duration of calls that you
made to destinations within the office

Total external out calls the total number of calls that you made to
destinations outside the office

Total external out handling time the total duration of calls that you made to
(hh:mm:ss) destinations outside the office (including
hold time and transfer/conference time)

Average external out duration (hh:mm:ss) the average duration of calls that you
made to destinations outside the office

Totals the total of each of the columns

Figure 31: Voice Agent Group Internal/External Call Counts by Agent

8.4.20 Voice Agent Shift by Period

The Agent Shift by Period report shows call shift activity. (See the following figure.)

Note:

The only ACD stream-based report that will work with the over-midnight setting
enabled is the Agent Shift by Period report.

Your choice of Shift Mode determines how this report calculates data. In Reporter, after
Shift Mode, select the checkbox for either Default or Agent Group Presence. 'Default'
ignores presence data. 'Agent Group Presence' subtracts agent absence from shift data.

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Data relating to individual agent presence is not displayed under the corresponding
report columns.

The Agent Shift by Period report provides the following information:

Report Field Description

Activity period the interval of the report in hours and

minutes

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive calls

Average ringing time (hh:mm:ss) the average duration calls rang on the
agent’s phone before the agent answered
the calls

ACDcalls handled the total number of ACD calls the agent

answered

ACD short handle call count the total number of ACD calls answered
where talk time is less than the Short
handle parameter

ACD true talk time (hh:mm:ss) the total duration of ACD calls, from agent
pick up to client hang up (excluding hold
time)

Average ACD true talk time (hh:mm:ss) the average duration of ACD calls, from
agent pick up to client hang up (excluding
hold time)

Wrap up time (hh:mm:ss) the duration the agent spent in the wrap
up state. Wrap up time does not include
any time spent making or taking calls
during the wrap up timer

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Report Field Description

Non ACD true talk time (hh:mm:ss) the total duration of non-ACD calls
(excluding hold time)

Non ACD calls handled the total number of non-ACD calls

answered

Originated outbound time (hh:mm:ss) the total duration of outbound calls

Note:
In Shift reports, Outbound statistics
do not include unanswered calls

Calls outbound the total number of outbound calls

Note:
In Shift reports, Outbound statistics
do not include unanswered calls

Total hold time (hh:mm:ss) the total hold duration across all call types
(ACD, non ACD, and outbound calls)

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in
Make Busy, controlled by the agent or the
supervisor

Make Busy count the total number of times the agent

entered the voice Make Busy state

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Report Field Description

Total DND time (hh:mm:ss) the total duration the agent spent in Do
Not Disturb, controlled by the agent or the
supervisor

Average DND time (hh:mm:ss) the average duration the agent spent in
Do Not Disturb, controlled by the agent or
the supervisor

DND count the total number of times the agent

entered Do Not Disturb

Totals the total of each of the columns

Figure 32: Voice Agent Shift by Period

8.4.21 Voice Agent by Make Busy / DND Trace

The Agent by Make Busy / DND Trace report shows the Make Busy and Do Not Disturb
codes used by the agent to indicate why they are taking a break. It lists the start and end
Make Busy time and Do Not Disturb time for each instance. The filtering option enables
you to include data for Make Busy and/or Do Not Disturb Reason Codes and to sort by
Call start time, Reporting, Full name, Reason Code Count, and Reason Code Type, in
ascending or descending order. (See the following figure.)

The Agent by Make Busy / DND Trace report provides the following information:

Report Field Description

Reporting the Make Busy or Do Not Disturb reason

code

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Report Field Description

Full name the name associated to the Make Busy or

Do Not Disturb reason code

Call start time the time at which the Make Busy or Do

Not Disturb break begins

End time the time at which the Make Busy or Do

Not Disturb break ends

Reason type the type of Reason Code, either Make

Busy or Do Not Disturb

Totals the total of each of the columns

Note:

The Make Busy statistics differ between the Voice Agent by Make Busy / DND Trace
report and the Voice Agent Group by Agent by Make Busy / DND Code report. In the
Voice Agent by Make Busy / DND Trace report, the Make Busy statistics include the
total duration from the time the agent entered the Make Busy state to the time the
agent left the Make Busy state. In the Voice Agent Group by Agent by Make Busy /
DND Code report, the Make Busy statistics do not include the time spent in any
overriding state.

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Figure 33: Voice Agent by Make Busy / DND Trace

8.4.22 Voice Agent Inbound Trace

The Agent Inbound Trace report shows calls and categorized segments of calls
received by the agent. It lists the type of calls the agent received and where those calls
originated. If the call is categorized by account codes, each categorized segment is listed
separately. (See the following figure.

Note:

• Trace Reporting must be enabled on all media servers where participating devices
reside. This includes agents, base extensions, and queues.
• If the agent is using Classification Codes, these codes will not be displayed on the
Voice Agent Inbound Trace report.

The Agent Inbound Trace report provides the following information:

Report Field Description

Start time the date and time of the initiation of the

call

Agent the agent ID entered by the agent

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Report Field Description

Extension number the extension number used

Duration the length of the call

Call type the call type is determined by the carrier

plan and the digits dialed

ACD queue the ACD queue for which the agent

answered

Agent group the agent group that answered the call

Trunk the communication line between two

switching systems

Account Code the Account Code number, as

programmed in YourSite Explorer

ANI the ANI number

DNIS The DNIS reporting number, as

programmed in YourSite Explorer,
representing the number the caller dialed

Digits dialed the number the voice engine used to route

the call to the agent

Transfer Describes the types of transfers an agent

sends or receives:

• A T indicates a Supervised transfer,

meaning that the call is transferred after
the receiving agent has picked up.
• A X indicates an Unsupervised transfer,
meaning that the call is transferred
before the receiving agent picks up.

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Report Field Description

• A C indicates a conference call,

meaning that the person transferring
the call and the agent will both be on
the line after the call is transferred.
• An I indicates a Path Interflowing
transfer, meaning that the interflow
timer expired before the call was
connected. The call is removed from
the ACD queue and redirected to
another answering point.
• A U indicates a Path Unavailable
transfer, meaning that the queue for the
call is unavailable. The call is redirected
to an answer point for unavailable
queues.
• An R indicates a call that is requeued.

Figure 34: Voice Agent Inbound Trace

8.4.23 Voice Agent Outbound Trace

The Agent Outbound Trace report shows calls the agent had participated in. It lists the
type of calls the agent made and where those calls go. (See the following figure.)

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Note:

• Trace Reporting must be enabled on all media servers where participating devices
reside. This includes agents, base extensions, and queues.
• If a call is originated as an outbound call on the media server, then it is categorized
as outbound, irrespective of its origination with the agent that has been reported.
• This report displays both external outbound calls and internal outbound calls to
numbers within a voice media server cluster. Statistics for internal calls to devices
on the same voice media server do not display. This includes calls to queues,
extensions, and other agents/agent groups.
• Classification Codes will not be displayed on the Voice Agent Outbound Trace
report.

The Agent Outbound Trace report provides the following information:

Report Field Description

Start time the date and time of the initiation of the

call

Agent the agent ID entered by the agent

Extension number the extension number used

Duration the length of the call

Call type the type of call made

Trunk the communication line between two

switching systems

Account Code the Account Code number, as

programmed in YourSite Explorer

Digits dialed the number the voice engine used to route

the call to the agent

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Figure 35: Voice Agent Outbound Trace

8.4.24 Voice Agent Group Inbound Trace

The Agent Group Inbound Trace report shows calls received by the agent group. It lists
the type of calls the agent group received and where those calls originated. (See the
following figure).

Note:
If the agents of the group are using Classification Codes, these codes will not be
displayed on the Voice Agent Group Inbound Trace report.

The Agent Group Inbound Trace report provides the following information:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Start time the date and time of the initiation of the

call

Extension number the extension number used

Duration the length of the call

Call type the type of call made

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Report Field Description

ACD queue the ACD queue for which the agent

answered

Agent group the agent group that answered the calls

Trunk the communication line between two

switching systems

Account Code the Account Code number, as

programmed in YourSite Explorer

ANI the ANI number

DNIS The DNIS reporting number, as

programmed in YourSite Explorer,
representing the number the caller dialed

Digits dialed the number the voice engine used to route

the call to the agent

Transfer Describes the types of transfers an agent

sends or receives:

• A T indicates a Supervised transfer,

meaning that the call is transferred after
the receiving agent has picked up.
• A X indicates an Unsupervised transfer,
meaning that the call is transferred
before the receiving agent picks up.
• A C indicates a conference call,
meaning that the person transferring
the call and the agent will both be on
the line after the call is transferred.
• An I indicates a Path Interflowing
transfer, meaning that the interflow
timer expired before the call was
connected. The call is removed from

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Report Field Description

the ACD queue and redirected to

another answering point.
• A U indicates a Path Unavailable
transfer, meaning that the queue for the
call is unavailable. The call is redirected
to an answer point for unavailable
queues.
• An R indicates a call that is requeued.

Figure 36: Voice Agent Group Inbound Trace

8.4.25 Voice Agent Group Outbound Trace

The Agent Group Outbound Trace report shows calls the agent group had participated
in. It lists the type of calls the agent group made and where those calls go. (See the
following figure.)

Note:

If a call is originated as an outbound call on the media server, then it is categorized

as outbound, irrespective of its origination with the agent that has been reported.

Note:

This report displays both external outbound calls and internal outbound calls to
numbers within a voice media server cluster. Statistics for internal calls to devices
on the same voice media server do not display. This includes calls to queues,
extensions, and other agents/agent groups.

The Agent Group Outbound Trace report provides the following information:

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Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Start time the date and time of the initiation of the

call

Extension number the extension number used

Duration the length of the call

Call type the type of call made

Trunk the communication line between two

switching systems

Account Code the Account Code number, as

programmed in YourSite Explorer

Digits dialed the number the voice engine used to route

the call to the agent

Figure 37: Voice Agent Group Outbound Trace

8.4.26 Voice Agent by Answering Agent Group

The Agent by Answering Agent Group report shows an agent’s workload distributed
across the voice agent groups for which the agent answered calls.

The Agent by Answering Agent Group report shows an agent’s workload distribution
across the agent groups for which the agent answered calls for the shift duration and
day(s) you specify. It reports the call statistics in hours, minutes, and seconds, and

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provides call counts. (If you have agents who answer for multiple agent groups, do not
use the Agent Group by Agent Report: it assumes the agents belong to only one agent
group.) (See the following figure.)

The Agent by Answering Agent Group report provides the following information for
individual agents in the group.

Report Field Description

Media server name the name of the media server collecting

data

Reporting the identifying number of the agent group

Full name the name of the agent group

ACD calls handled the total number of ACD calls answered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Totals the total of each of the columns

Figure 38: Voice Agent by Answering Agent Group

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8.4.27 Voice Answering Agent Group by Agent

The Answering Agent Group by Agent report shows workload distribution across voice
agents in an agent group.

The Answering Agent Group by Agent report compares the workload distribution across
the voice agents in an agent group for the shift duration and day(s) you specify. It reports
the statistics in hours, minutes, and seconds, and provides call counts across agents.
(If you have agents who answer for multiple agent groups, do not use the Agent Group
Answering by Agent Report: it assumes the agents belong to only one agent group.)
(See the following figure.)

The Answering Agent Group by Agent report provides the following information for
individual agents in the group:

Report Field Description

Media server name the name of the media server collecting

data

Reporting the agent's reporting number

Full name the agent’s name

ACD calls handled the total number of ACD calls answered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Totals the total of each of the columns

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Figure 39: Voice Answering Agent Group by Agent

8.5 Voice Queue reports

Voice Queue and Queue Group reports provide statistics on individual queues and queue
groups that reflect caller behavior and the service experienced by callers.

In report descriptions, the term ‘members’ refers to the individuals answering for the
queue. For ACD paths, ‘members’ refers to agents in the queue’s answering agent
groups. For Ring Groups, ‘members’ refers to the extensions assigned to the Ring
Groups.

Voice Queue reports apply to both ACD paths and Ring Group configurations. Within
reports, these devices are differentiated by their reporting numbers. The reporting
numbers of ACD paths always begin with ‘P’.

Statistics not applying to Ring Groups are indicated in each report description and
display as ‘0’ in your reports. In Queue reports applicable to ACD paths only, Ring
Groups do not display as reportable devices.

If you are running a voice report on a queue group that has non-voice members, the
statistical values in the generated report will be for voice queues only.

Please note the following regarding Ring Group reporting statistics

• Hot desking users logging into Ring Group member extensions must also be a
member of the Ring Group, to ensure accurate Ring Group reporting. For more
information on configuring Ring Groups, see the MiContact Center Business
Installation and Administration Guide.
• Ring Groups require a minimum of MiVoice Business 7.0. Customers running versions
of MiVoice Business lower than 7.0 using Ring Groups may have real-time and
reporting statistics populate based on their Ring Groups, but these statistics are not
supported and will be inaccurate due to changes in the data provided by MiVoice
Business.

The Queue reports are listed below:

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• Performance reports

• Queue and Queue Group Performance by Account Code

• Queue and Queue Group Performance by Member (You cannot generate this report
over midnight.)
• Queue and Queue Group Performance by Day of Month
• Queue and Queue Group Performance by Day of Week
• Queue and Queue Group Performance by DNIS (You cannot generate this report
over midnight.)
• Queue and Queue Group Performance by Month
• Queue and Queue Group Performance by Period
• Queue Group Performance by Queue
• Queue Group Performance by Queue Group – Multi-select

Note:

This report applies to ACD paths only. The report does not apply to Ring Group
data.

• Queue Answer vs. Abandon Comparison

Note:

This report applies to ACD paths only. The report does not apply to Ring Group
data.

• By queue reports

• Queue Group by Queue with Agent Information

Note:

This report applies to ACD paths only. The report does not apply to Ring Group
data.

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• Spectrum reports. The spectrum reports provide a frequency distribution of calls

abandoned, answered, or interflowed based on a defined time scale.

• Queue and Queue Group Abandon Spectrum by Period

• Queue Group Abandon Spectrum by Queue
• Queue and Queue Group Answer Spectrum by Period
• Queue Group Answer Spectrum by Queue
• Queue and Queue Group Handle Spectrum by Period
• Queue Group Handle Spectrum by Queue
• Queue and Queue Group Interflow Spectrum by Period
• Queue Group Interflow Spectrum by Queue
• Queue Ringing Spectrum and Queue Group Ring Time Spectrum by Period
• Queue Group Ring Time Spectrum by Queue

• Internal/External reports

• Queue and Queue Group Internal/External Call Counts by Period

• ANI reports

• Queue and Queue Group ANI by Area Code

• Trace reports

• Queue and Queue Group Unavailable Trace

8.5.1 Voice Queue and Queue Group Performance by

Account Code
The Queue and Queue Group Performance by Account Code reports show the use of
Account Codes. (See the following figure.)

The Queue and Queue Group Performance by Account Code reports provide the
following information:

Report Field Description

Account Code number the Account Code number, as

programmed in YourSite Explorer

Name the name of the Account Code

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Report Field Description

Is Classification Code indicates whether the Account Code

entered is a Classification Code

Note:

not applicable to Ring Group

reporting.

Number of Codes entered the number of Account Codes entered

Total duration (hh:mm:ss) the duration of the Account Code handling

time, from when the call is answered to
when it is disconnected (including hold
time and transfer/conference time)

Note:

For Classification Codes, this statistic

includes transfer time, time calls were
handled at other extensions, and
Work Timer durations if configured for
the queue.

Average duration (hh:mm:ss) the average duration of Account Code

handling time, from when the call is
answered to when it is disconnected
(including hold time and transfer/
conference time)

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Report Field Description

Note:

For Classification Codes, this statistic

includes transfer time, time calls were
handled at other extensions, and
Work Timer durations if configured for
the queue.

Totals the total of each of the columns

Figure 40: Voice Queue Performance by Account Code

8.5.2 Voice Queue and Queue Group Performance by

Member
The Queue and Queue Group Performance by Member reports shows the call
performance of each member and therefore permits comparison of one member's
performance against other members' performances. (See the following figure.)

Note:

Members answering calls, taking transferred calls, or taking part in conference calls
from the queue will appear in this report even if the member is not associated to the
queue or the queue group on which you are reporting.

The Queue and Queue Group Performance by Member reports provides the following
information:

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Report Field Description

Reporting the member's reporting number

Full name the member's name

ACD calls handled the number of ACD calls answered

Total speed of answer (hh:mm:ss) the total delay before the call was
answered

Note:

for Ring Groups, this includes

time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
member ringing time)

Note:

for Ring Groups, this includes

time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are

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Report Field Description

disconnected (including hold time and

transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Totals the total of each of the columns

Figure 41: Voice Queue Performance by Member

8.5.3 Voice Queue and Queue Group Performance by Day

of Month
The Queue and Queue Group Performance by Day of Month reports show the call
performance of each queue or queue group for each day of one month. (See the
following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The Queue and Queue Group Performance by Day of Month reports provide the
following information:

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Report Field Description

Activity period the interval of the report

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Note:
the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Queue unavailable the number of interactions either routed

to the queue's unavailable answer point/
overflow point or interflowed before the
Short Abandon time

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Report Field Description

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

8.5.4 Voice Queue and Queue Group Performance by Day

of Week
The Queue and Queue Group Performance by Day of Week reports shows the call
performance of each queue or queue group over the days of the week. When thisthese
reportsisare run for more than one week, the data are summed for each day of the
week. For example, if the reportsisare run for two weeks, the data found under Monday
represent the summed total of the two Mondays and the data found under Tuesday
represent the summed totals of the two Tuesdays. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The Queue and Queue Group Performance by Day of Week reports provides the
following information:

Report Field Description

Activity period the interval of the report

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

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Report Field Description

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Note:
not applicable to Ring Group
reporting. Statistics for Ring Groups
will display as '0'.

Queue unavailable the number of interactions either routed

to the queue's unavailable answer point/
overflow point or interflowed before the
Short Abandon time

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Note:
not applicable to Ring Group
reporting. Statistics for Ring Groups
will display as '0'.

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

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Report Field Description

Note:
not applicable to Ring Group
reporting. Statistics for Ring Groups
will display as '0'.

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Note:
not applicable to Ring Group
reporting. Statistics for Ring Groups
will display as '0'.

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Note:
not applicable to Ring Group
reporting. Statistics for Ring Groups
will display as '0'.

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
member ringing time)

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Report Field Description

Note:
for Ring Groups, this includes
time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Abandon % the percentage of calls that were

abandoned after the configured short
abandon threshold

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Totals the total of each of the columns

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Figure 42: Voice Queue Performance by Day of Week

8.5.5 Voice Queue and Queue Group Performance by

DNIS
The Queue and Queue Group Performance by DNIS reports show the call traffic on toll-
free lines, and the treatment callers who dialed the toll-free lines received for the day(s)
you specify. The reports show the call statistics in hours, minutes, and seconds, and
provide call counts for the toll-free line. (See the following figure.)

Dialed Number Identification Service (DNIS) is a feature of toll-free lines that identifies
the telephone number the caller dials. Each toll-free line is tagged with a DNIS number.

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The Queue and Queue Group Performance by DNIS reports provide the following
information:

Report Field Description

DNIS number The DNIS reporting number, as

programmed in YourSite Explorer,
representing the number the caller dialed

DNIS name the name associated to the DNISin

YourSite Explorer

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the total number of ACD calls answered

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Report Field Description

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Note:
the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
member ringing time)

Note:
for Ring Groups, this includes
time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

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Report Field Description

Maximum speed of answer (hh:mm:ss) the maximum delay before the call was
answered

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Maximum delay to abandon (hh:mm:ss) the maximum delay before the call was
abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

Maximum delay to interflow (hh:mm:ss) the maximum delay before the call was
interflowed

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Totals the total of each of the columns

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Figure 43: Voice Queue Group Performance by DNIS

8.5.6 Voice Queue and Queue Group Performance by

Month
The Queue and Queue Group Performance by Month reports show the call performance
of each queue or queue group for one month. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The Queue and Queue Group Performance by Month reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

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Report Field Description

Call requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Queue unavailable the number of interactions either routed

to the queue's unavailable answer point/
overflow point or interflowed before the
Short Abandon time

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

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Report Field Description

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
member ringing time)

Note:

for Ring Groups, this includes

time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

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Report Field Description

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Abandon % the percentage of calls that were

abandoned after the configured short
abandon threshold

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Totals the total of each of the columns

Figure 44: Voice Queue Performance by Month

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8.5.7 Voice Queue and Queue Group Performance by

Period
The Queue and Queue Group Performance by Period reports show the call activity of a
queue and queue group across 15-, 30-, or 60-minute intervals, for the shift duration and
day(s) you specify (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

Note:

If you run the Queue Performance report against a Ring Group, you will see only
Answered by ACD group 1 column. If you run the Queue Performance report against
ACD, you will see Answered by ACD group 1, 2, 3, and 4 columns.

The Queue and Queue Group Performance by Period reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

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Report Field Description

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Queue unavailable the number of interactions either routed

to the queue's unavailable answer point/
overflow point or interflowed before the
Short Abandon time

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

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Report Field Description

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
member ringing time)

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Report Field Description

Note:

for Ring Groups, this includes

time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Abandon % the percentage of calls that were

abandoned after the configured short
abandon threshold

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Totals the total of each of the columns

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Figure 45: Voice Queue Performance by Period

8.5.8 Voice Queue Group Performance by Queue

The Queue Group Performance by Queue report compares the workload distribution
across the queues in a queue group for the shift duration and day(s) you specify. It
reports the call statistics in hours, minutes, and seconds, and provides call counts across
queues. (See the following figure.)

Note:

• The Queue Group Performance by Queue report can contain up to a maximum of

1,000 queues in one report.
• If your interflow statistic is zero, you probably did not program the telephone
system with an interflow value.
• If you run the Queue Performance report against a Ring Group, you will see
only Answered by ACD group 1 column. If you run the Queue Performance report
against ACD, you will see Answered by ACD group 1, 2, 3, and 4 columns.

The Queue Group Performance by Queue report provides the following information:

Report Field Description

ACD queue the queue’s reporting number

ACD queue name the queue's name

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

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Report Field Description

ACD calls handled the number of ACD calls answered

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Note:

not applicable to Ring Group

reporting. Statistics for Ring Groups
will display as '0'.

Queue unavailable the number of interactions either routed

to the queue's unavailable answer point/
overflow point or interflowed before the
Short Abandon time

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

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Report Field Description

Note:

not applicable to Ring Group

reporting. Statistics for Ring Groups
will display as '0'.

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

Note:

not applicable to Ring Group

reporting. Statistics for Ring Groups
will display as '0'.

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Note:

not applicable to Ring Group

reporting. Statistics for Ring Groups
will display as '0'.

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

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Report Field Description

Note:

not applicable to Ring Group

reporting. Statistics for Ring Groups
will display as '0'.

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
member ringing time)

Note:

for Ring Groups, this includes

time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they

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Report Field Description

are disconnected (including hold time and

transfer/conference time)

Abandon % the percentage of calls that were

abandoned after the configured short
abandon threshold

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Totals the total of each of the columns

Figure 46: Voice Queue Group Performance by Queue

8.5.9 Voice Queue Group Performance by Queue Group –

Multi-select
The Queue Group Performance by Queue Group – Multi-select report compares
performance statistics across queue groups for the date, time intervals, and day(s) you
specify. It reports the call statistics in hours, minutes, and seconds, and provides call
counts across queue groups. If you want to view multiple queue groups in one report,
select the Voice Queue Group Performance by Queue Group – Multi-select. Each
selected queue group will display on one row of the report. (See the following figure.)

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Note:

This report applies to ACD paths only. The report does not apply to Ring Group data.

The Queue Group Performance by Queue Group – Multi-select report provides the
following information:

Report Field Description

Reporting the queue group's reporting number

Full name the queue group's name

Max agents logged in the average number of maximum agents

that logged into the queue group

Offered calls per day the number of calls offered to the queue
group for the day you specify

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

ACD calls handled the number of ACD calls answered

Average ACD time to answer (hh:mm:ss) the average amount of time before ACD
calls were answered

Service Level % the percentage of calls answered within

the specified Service Level time

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Report Field Description

Calls abandoned the number of calls abandoned while

ringing the agent; abandoned ACD calls
are not included in this total

Abandon percent % the percentage of calls that were

abandoned after the configured short
abandon threshold

External calls outbound the number of outbound external calls

Average external outbound calls handling the average call handling time for
time (hh:mm:ss) outbound external calls

External outbound calls handling time the total handling time for external
(hh:mm:ss) outbound calls

Totals the total of each of the columns

Figure 47: Voice Queue Group Performance by Queue Group – Multi-select

8.5.10 Voice Queue Abandon vs. Answer Comparison

The Queue Abandon vs. Answer Comparison report shows whether abandoned calls
were reattempted and answered during the reporting period. (See the following figure.)

The report displays abandoned calls for the first day of the reporting period and indicates
whether these calls were reattempted and answered during the remainder of the
reporting period.

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Note:

This report applies to ACD paths only. The report does not apply to Ring Group data.

The Queue Abandon vs. Answer Comparison report provides the following information:

Report Field Description

Phone number the ten digit telephone number of a call

experience

Location the region represented by the area code

Time of first abandon the date and time the call experience first
abandoned

Calls abandoned - On day 1 the number of abandoned calls on the first

day, by call experience

Calls abandoned - After day 1 the number of abandoned calls on all

of the days after the first day, by call
experience

Calls abandoned - Total abandoned calls the number of abandoned calls before a
call was answered, by call experience

Time to abandon - Average delay to the average time a call experience waited
abandon (hh:mm:ss) before abandoning calls

Time to abandon - First abandon to the total amount of time elapsed from the
answer duration first abandon to the answered call

Time of answer the date and time of the first answered call
after the first abandon

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Report Field Description

Calls answered - Agent ID the agent ID of the agent who answered

the call experience

Calls answered - Agent name the agent name of the agent who
answered the call experience

Call experiences abandoned the total number of call experiences

abandoned in the time period

Note:

Each phone number represents a call

experience. A call experience may
abandon several calls.

Total calls abandoned on day one for call the total of the Calls Abandoned - On day
experiences 1 statistic for all callers

Total abandons for call experiences after the total of the Calls Abandoned - After
day one day 1 statistic for all callers

Total abandons for all call experiences the total of the Calls Abandoned - Total
Abandon Calls statistic for all callers

Average number of abandons per call the total number of abandoned calls
experience divided by the total number of callers

Abandon call experiences answered the number of callers who abandoned and
were finally answered

Abandon call experiences not answered the number of callers who abandoned and
were never answered

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Report Field Description

Longest duration between first abandon the greatest elapsed time from a caller’s
and answer first abandon to his answered call

Average duration between first abandon the average elapsed time from first
and answer abandon to an answered call

Answer percent (Abandon call the percent of call experiences that

experiences answered/Call experiences abandoned and were finally answered
abandoned)

Unanswer percent (Abandon call the percent of call experiences that

experiences not answered/Call abandoned and were never answered
experiences abandoned)

Same day, Day 1, Day 2, Day 3, Day 4, the number of call experiences that were
Day 5, After day 5 answered on the same day, day 1, day 2,
day 3, day 4, day 5, and after day 5 and
their respective percentages of the total
number of calls abandoned

Abandon call experiences not answered the number of call experiences not
answered and the percentage of the total
number of calls abandoned

Totals the total of each of the columns

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Figure 48: Voice Queue Abandon vs. Answer Comparison report

8.5.11 Voice Queue Group by Queue with Agent

Information
The Queue Group by Queue with Agent Information report provides detailed call
information for the selected queue group. (See the following figure.)

Note:

• This report applies to ACD paths only. The report does not apply to Ring Group
data.
• Some statistics in this report will not align because the report uses both ACD and
SMDR data streams. For example, ‘Average speed of answer’ is derived from the
SMDR data streams while ‘Longest caller waiting’ is derived from the ACD data
stream. For the information on how the different streams, see "Understanding ACD
and SMDR report data".

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The Queue Group by Queue with Agent Information report provides the following
information:

Report Field Description

ACD queue the queue’s reporting number

ACD queue name the queue's name

ACD calls handled the number of ACD calls answered

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Queue unavailable the number of interactions either routed

to the queue's unavailable answer point/
overflow point or interflowed before the
Short Abandon time

Calls abandoned the total number of calls abandoned after

the Short Abandon threshold.

Average speed of answer the average delay before calls were

answered (including time in queue and
member ringing time)

Calls answered by agents not configured the total number of calls answered by a
in the MiContact Center Business device where that device was not in the
YourSite database list of agents in the agent groups specified
in the database

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Report Field Description

Calls answered by direct agent the total number of calls answered by any
agent

Average handling time for direct agent the average duration of calls when only
(hh:mm:ss) one agent is involved/the call did not have
to be transferred to anyone else (including
hold time and transfer/conference time)

Hold count for direct agent the total number of holds for all calls when
only one agent is involved

Average hold time by direct agent the average hold duration of calls when
(hh:mm:ss) only one agent is involved

ACD calls trans/conf to another agent the number of ACD calls that were
transferred or conferenced to another
agent, where that agent is in the database

Average handling time for trans/conf to the average duration of calls that were
agent (hh:mm:ss) transferred or conferenced (including hold
time and transfer/conference time)

Hold count for trans/conf to agent the total number of holds for all calls that
were transferred or conferenced

Average hold time by trans/conf to agent the average hold duration of calls that
(hh:mm:ss) were transferred or conferenced

ACD calls transferred/conferenced to the number of ACD calls that were

agents not configured in the MiContact transferred or conferenced to another
Center Business YourSite database agent, where that agent is not in the
database

Maximum calls waiting the maximum number of calls that waited

in the queue

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Report Field Description

Min agents available the minimum number of agents who were

logged on and not in Make Busy or Do
Not Disturb

Longest caller waiting (hh:mm:ss) the greatest duration a caller waited

Average Make Busy time (hh:mm:ss) the average time the agent spent in
Make Busy, controlled by the agent or the
supervisor

Average Work Timer time (hh:mm:ss) the average duration the agent spent in
the Work Timer state

Average occupancy (hh:mm:ss) the average duration spent in any state

other than idle

Average DND time (hh:mm:ss) the average duration the agent spent in
Do Not Disturb, controlled by the agent or
the supervisor

Totals the total of each of the columns

Figure 49: Voice Queue Group by Queue with Agent Information

8.5.12 Voice Queue and Queue Group Abandon Spectrum

by Period
The Voice Queue and Queue Group Answer Spectrum by Period reports provide a
frequency distribution of calls abandoned across queues and queue groups, based on a
defined time scale. (See the following figure.)

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The Abandoned column contains the total number of both short and long abandoned
calls. If you need to view a report that clearly separates long and short abandoned calls,
see "Voice Queue and Queue Group Performance by Period".

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Voice Queue and Queue Group Abandon
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Abandoned the total number of ACD calls abandoned,

including both short and long abandons

Maximum delay to abandon (hh:mm:ss) the maximum delay before the call was
abandoned

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Voice Queue and Queue Group Abandon Spectrum by Period
reports provide a frequency distribution of call patterns based on a defined time scale.
(5, 10, 15, 20, 30, 40, 60, 80, 120, and < 120 seconds). For each time period, the Count
< x sec field reflects the total number of calls for that interval and all preceding intervals.

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The % of Calls abandoned field reflects the percentage of calls for that interval and all
preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x sec field reflects the
total number of calls for that interval and all preceding intervals.
• For the >120 seconds time period, the Count < x sec field reflects the total number
of calls for that interval only.
• The % of field reflects the percentage of calls for that interval and all preceding
intervals.

Figure 50: Voice Queue Abandon Spectrum by Period

8.5.13 Voice Queue Group Abandon Spectrum by Queue

Note:

The Abandoned column contains the total number of both short and long abandoned
calls. If you need to view a report that clearly separates long and short abandoned
calls, see "Voice Queue and Queue Group Performance by Period".

The Queue Group Abandon Spectrum by Queue report provides a frequency distribution
of call handling on a queue group across intervals from 1-10. (See the following figure.)

The following are the first three fields of the Queue Group Abandon Spectrum by Queue
report:

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Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Abandoned the total number of ACD calls abandoned,

including both short and long abandons

Maximum delay to abandon (hh:mm:ss) the maximum delay before the call was
abandoned

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Queue Group Spectrum by Queue report provide a frequency
distribution of call patterns based on a defined time scale (Spectral Interval 1-10). The
Spectrum Interval field reflects the total number of calls for that interval and all preceding
intervals. The % of calls abandoned field reflects the percentage of calls for that interval
and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of calls for that interval only.

Figure 51: Voice Queue Group Abandon Spectrum by Queue

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8.5.14 Voice Queue and Queue Group Answer Spectrum by

Period
The Voice Queue and Queue Group Answer Spectrum by Period reports provide a
frequency distribution of calls answered for queues and queue groups, based on a
defined time scale. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Queue and Queue Group Answer Spectrum
by Period reports:

Report Field Description

Activity period the interval of the report

Opened the number of ACD calls answered

Maximum time to open (hh:mm:ss) the maximum delay before the call was
answered

Totals the total of each of the columns

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Report Field Description

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Voice Queue and Queue Group Answer Spectrum by Period
reports provide a frequency distribution of call patterns based on a defined time scale.
For each time period, the Count < x sec field reflects the total number of calls for that
interval and all preceding intervals. The % of Calls answered field reflects the percentage
of calls for that interval and all preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x sec field reflects the
total number of calls for that interval and all preceding intervals.
• For the >120 seconds time period, the Count < x sec field reflects the total number
of calls for that interval only.
• The % of field reflects the percentage of calls for that interval and all preceding
intervals.

Figure 52: Voice Queue Answer Spectrum by Period

8.5.15 Voice Queue Group Answer Spectrum by Queue

The Queue Group Answer Spectrum by Queue report provides a frequency distribution
of call handling on a queue group across intervals from 1-10. (See the following figure.)

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The following are the first four fields of the Queue Group Answer Spectrum by Queue
report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Opened the number of ACD calls answered

Maximum time to open (hh:mm:ss) the maximum delay before the call was
answered

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Queue and Queue Group Spectrum by Queue reports provide
a frequency distribution of call patterns based on a defined time scale (Spectral Interval
1-10). The Spectrum Interval field reflects the total number of calls for that interval and all
preceding intervals. The % of calls answered field reflects the percentage of calls for that
interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of calls for that interval only.

Figure 53: Voice Queue Group Answer Spectrum by Queue

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8.5.16 Voice Queue and Queue Group Handle Spectrum by

Period
The Voice Queue and Queue Group Handle Spectrum by Period reports provide a
frequency distribution of calls handled for queues and queue groups, based on a defined
time scale. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Queue and Queue Group Handle Spectrum
by Period reports:

Report Field Description

Activity period the interval of the report

Handled the number of ACD calls answered

Maximum duration (hh:mm:ss) the duration of the longest call for the
period

Totals the total of each of the columns

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Report Field Description

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Voice Queue and Queue Group Handle Spectrum by Period
reports provide a frequency distribution of call patterns based on a defined time scale
(<10, <60, <180, <240, <300, <360, <420, <480, <540, and >541 seconds). For each
time period, the Count < x sec field reflects the total number of calls for that interval and
all preceding intervals. The % of calls handled field reflects the percentage of calls for
that interval and all preceding intervals.

Note:

• For each time period, except > 541 seconds, the Count < x sec field reflects the
total number of calls for that interval and all preceding intervals.
• For the >541 seconds time period, the Count < x sec field reflects the total number
of calls for that interval only.
• The % of field reflects the percentage of calls for that interval and all preceding
intervals.

Figure 54: Voice Queue Handle Spectrum by Period

8.5.17 Voice Queue Group Handle Spectrum by Queue

The Queue Group Handle Spectrum by Queue report provides a frequency distribution of
call handling on a queue group across intervals from 1-10. (See the following figure.)

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The following are the first four fields of the Queue Group Handle Spectrum by Queue
report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Handled the number of ACD calls answered

Maximum duration (hh:mm:ss) the duration of the longest call for the
period

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Queue and Queue Group Spectrum by Queue reports provide
a frequency distribution of call patterns based on a defined time scale (Spectral Interval
1-10). The Spectrum Interval field reflects the total number of calls for that interval and all
preceding intervals. The % of calls answered field reflects the percentage of calls for that
interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of calls for that interval only.

Figure 55: Voice Queue Group Handle Spectrum by Queue

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8.5.18 Voice Queue and Queue Group Interflow Spectrum

by Period
The Voice Queue and Queue Group Interflow Spectrum by Period reports provide a
frequency distribution of calls interflowed across queues and queue groups, based on a
defined time scale. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Queue and Queue Group Interflow Spectrum
by Period reports:

Report Field Description

Activity period the interval of the report in hours and

minutes

Interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Maximum delay to interflow (hh:mm:ss) the maximum delay before the call was
interflowed

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Report Field Description

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Voice Queue and Queue Group Interflow Spectrum by Period
reports provide a frequency distribution of call patterns based on a defined time scale (5,
10, 15, 20, 30, 40, 60, 80, 120, and >120 seconds). For each time period, the Count <
x sec field reflects the total number of calls for that interval and all preceding intervals.
The % of Calls interflowed field reflects the percentage of calls for that interval and all
preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x sec field reflects the
total number of calls for that interval and all preceding intervals.
• For the >120 seconds time period, the Count < x sec field reflects the total number
of calls for that interval only.
• The % of field reflects the percentage of calls for that interval and all preceding
intervals.

Figure 56: Voice Queue Group Interflow Spectrum by Period

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8.5.19 Voice Queue Group Interflow Spectrum by Queue

The Queue Group Interflow Spectrum by Queue report provides a frequency distribution
of call handling on a queue group across intervals from 1-10. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The following are the first four fields of the Queue Group Interflow Spectrum by Queue
report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Maximum delay to interflow (hh:mm:ss) the maximum delay before the call was
interflowed

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Queue Group Spectrum by Queue reports provide a
frequency distribution of call patterns based on a defined time scale (Spectral Interval
1-10). The Spectrum Interval field reflects the total number of calls for that interval and
all preceding intervals. The % of calls interflowed field reflects the percentage of calls for
that interval and all preceding intervals.

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Note:

Spectrum Interval 10 reflects the total number of calls for that interval only.

Figure 57: Voice Queue Group Interflow Spectrum by Queue

8.5.20 Voice Queue Ringing Spectrum by Period and

Queue Group Ring Time Spectrum by Period
The Voice Queue Ringing Spectrum by Period and Queue Group Ring Time Spectrum by
Period reports provide a frequency distribution of calls ringing on the phones of queue/
queue group members, based on a defined time scale. (See the following figure.)

Note:

• This report applies to ACD paths only. The report does not apply to Ring Group
data.
• ‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first five fields of the Queue Group Ring Time Spectrum by Period
report. The first three of these fields are also contained in the Queue Ringing Spectrum
by Period report.

Report Field Description

Activity period the interval of the report

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Report Field Description

Ringing the total number of calls

Max ringing the maximum amount of time a call rang

in queue for the period, before being
handled

Spectrum interval the number of calls ringing by the interval

% of contacts opened the percent of calls ringing of the total

number of calls received

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Voice Queue Ringing Spectrum by Period and Queue Group
Ring Time Spectrum by Period reports provide a frequency distribution of call patterns
based on a defined time scale (5, 10, 15, 20, 30, 40, 60, 80, 120, and >120 seconds). For
each time period, the Count < x sec field reflects the total number of calls for that interval
and all preceding intervals. The % of Calls received field reflects the percentage of calls
for that interval and all preceding intervals.

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Note:

• For each time period, except > 120 seconds, the Count < x sec field reflects the
total number of calls for that interval and all preceding intervals.
• For the >120 seconds time period, the Count < x sec field reflects the total number
of calls for that interval only.
• The % of field reflects the percentage of calls for that interval and all preceding
intervals.

Figure 58: Voice Queue Group Ring Time Spectrum by Period

8.5.21 Voice Queue Group Ring Time Spectrum by Queue

The Queue Group Ring Time Spectrum by Queue report provides a frequency
distribution of calls ringing on a queue group across intervals from 1-10. (See the
following figure.)

If your ring time statistic is zero, you probably did not program the telephone system with
a ring time value.

The following are the first six fields of the Queue Group Ring Time Spectrum by Queue
report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

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Report Field Description

Contacts ringing the total number of calls

Max ringing the maximum amount of time a call rang

in queue for the period, before being
handled

Spectrum interval the number of calls ringing by the interval

% of contacts opened the percent of calls ringing of the total

number of calls received

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Queue Group Spectrum by Queue reports provide a
frequency distribution of call patterns based on a defined time scale (Spectral Interval
1-10). The Spectrum Interval field reflects the total number of calls for that interval and all
preceding intervals. The % of calls received field reflects the percentage of calls for that
interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of calls for that interval only.

Figure 59: Voice Queue Group Ring Time Spectrum by Queue

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8.5.22 Voice Queue and Queue Group Internal/External

Call Counts by Period
The Queue and Queue Group Internal/External Call Counts by Period reports show
internal and external call activity of queues and queue groups across 15-, 30-, or 60-
minute intervals for the shift duration and day(s) you specify. (See the following figure.)

Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

Here is a brief definition of external and internal calls:

• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Queue and Queue Group Internal/External Call Counts by Period reports provide the
following information:

Report Field Description

Activity period the interval of the report

ACD calls offered the number of ACDcalls offered to the

queue (Handled + Long abandoned +
Interflowed)

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Report Field Description

ACD calls handled the number of ACD calls answered

Internal calls answered the total number of internal calls answered

External calls answered the total number of external calls

answered

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Note:
not applicable to Ring Group
reporting. Statistics for Ring Groups
will display as ‘0’.

Internal call duration (hh:mm:ss) the total duration of ACD calls that
you received that originated in the
office (including hold time and transfer/
conference time)

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Report Field Description

Total external ACD handling time the total duration of ACD calls that
(hh:mm:ss) originated outside the office with a
destination within the office (including hold
time and transfer/conference time)

Average internal duration (hh:mm:ss) the average duration of calls that you
received that originated in the office

Average external duration (hh:mm:ss) the average duration of calls that

originated outside the office with a
destination within the office

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
member ringing time)

Note:
for Ring Groups, this includes
time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

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Report Field Description

Totals the total of each of the columns

Figure 60: Voice Queue Internal/External Call Counts by Period

8.5.23 Voice Queue and Queue Group ANI by Area Code

The Queue and Queue Group ANI by Area Code report shows the call distribution across
area codes. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The Queue and Queue Group ANI by Area Code report provides the following
information:

Report Field Description

Area code the area code reported by the ANI digits

Geographic location the region represented by the area code

ACD calls offered the number of ACD calls reported for the
area code

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Report Field Description

Note:

In this report, this statistic includes

short abandoned calls.

ACD calls handled the total number of ACD calls answered

Calls abandoned the total number of calls abandoned

reported for the area code

Note:

In this report, this statistic includes

short abandoned calls.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

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Report Field Description

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
member ringing time)

Note:

for Ring Groups, this includes

time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

Totals the total of each of the columns

Figure 61: Voice Queue ANI by Area Code

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8.5.24 Voice Queue and Queue Group Unavailable Trace

The Voice Queue and Queue Group Unavailable Trace reports display caller information
for short and long abandoned calls. They also display caller information for calls that
reached unavailable queues , including ACD paths set to Do Not Disturb. In addition,
the Voice Queue and Queue Group Unavailable Trace reports sort calls based on their
longest waiting time. This sorting method prioritizes customers who could be called back.
You can use these reports to retrieve details on abandoned calls, calls that attempted
to reach unavailable queues, and calls that may require callbacks. (See the following
figure.)

The Voice Queue and Queue Group Unavailable Trace reports provide the following
information.

Report Field Description

Date time the date and start time of the call record

Calling line number the number from which the caller dialed

Reporting the queue’s reporting number

Name the queue's name

Caller name the name attached to the number from

which the caller dialed

Type indicates if the call was abandoned or

routed to the queue’s unavailable answer
point/overflow point

Duration (hh:mm:ss) the elapsed time before the call was

abandoned or routed to the queue’s
unavailable answer point/overflow point

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Figure 62: Voice Queue Unavailable Trace

8.6 Voice Extension reports

You can only report on licensed extensions. The number of extensions you license in
YourSite Explorer must be consistent with your software license.

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Note:

• Ring Groups require a minimum of MiVoice Business 7.0. Customers running

versions of MiVoice Business lower than 7.0 using Ring Groups may have real-
time and reporting statistics populate based on their Ring Groups, but these
statistics are not supported and will be inaccurate due to changes in the data
provided by MiVoice Business.
• You can run extension reports to cost attendant call activity (SMDR Attendant
Extension reports). When you create the attendant extension in the YourSite
database, you must use the attendant reporting number found on the switch
(for example, ATT1) as the extension reporting number. The numbers must be
identical. If the switch uses a capital letter, you must use a capital letter in the
YourSite database. These SMDR attendant extension reports use data collected
from the SMDR stream. If you want to report on traffic attendant activity, you must
have the Traffic Analysis application. Traffic attendant reports use data collected
from the traffic stream. See "Traffic Analysis reports" for more information.
• When an employee is associated to only one extension, employee reports and
extension reports run for that employee will contain identical data. The same
is true for extension and employee group reports. Thus, configuration can be
simplified by creating an extension for each employee, instead of configuring an
employee and then associating an extension to that employee. However, when
more than one extension or one or more Account codes are associated to an
employee you must configure the employee and then associate the appropriate
extensions and Account codes to the employee.
• Event reports derive their data from the ACD real-time event stream. Event reports
on non-ACD extensions use the MiTAI stream. All other reports derive their data
from the SMDR stream.

Extension reports on individual extensions and extension groups provide an indication of

activity on extensions.

The MiVoice Analytics Extension reports are listed below:

• Performance reports

• Extension and Extension Group Performance by Account Code

• Extension and Extension Group Performance by Day of Month
• Extension and Extension Group Performance by Day of Week
• Extension and Extension Group Performance by Month
• Extension and Extension Group Performance by Period
• Extension Group Performance by Extension

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8.6.1 Voice Extension and Extension Group Performance

by Account Code
The Extension and Extension Group Performance by Account Code reports show the
voice account code activity of the extension and extension group for the shift duration
and day(s) you specify. (See the following figure.)

The Extension and Extension Group Performance by Account Code reports provide the
following information:

Report Field Description

Account Code number the number assigned to the Account Code

Name the name of the Account Code

Is Classification Code indicates whether the Account Code

entered is a Classification Code

Note:

not applicable to Ring Group

reporting

Account Codes entered the number of Account Codes entered

Total duration (hh:mm:ss) the total amount of time, including hold,

between when an Account Code was
entered and when the interaction was
either completed, tagged with another
Code, or when the agent logged off

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Report Field Description

Note:

For Classification Codes, this statistic

includes transfer time, time calls were
handled at other extensions, and
Work Timer durations if configured for
the queue.

Average duration (hh:mm:ss) the average amount of time, including

hold, spent working on interactions tagged
with the Account Code

Note:

For Classification Codes, this statistic

includes transfer time, time calls were
handled at other extensions, and
Work Timer durations if configured for
the queue.

Totals the total of each of the columns

Figure 63: Voice Extension Group Performance by Account Code

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8.6.2 Voice Extension and Extension Group Performance

by Day of Month
The Extension and Extension Group Performance by Day of Month reports show the call
activity of the extension and extension group across 15-, 30-, or 60-minute intervals for
the shift duration and day(s) you specify. (See the following figure.)

The Extension and Extension Group Performance by Day of Month reports provide the
following information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the total number of calls abandoned while

ringing at the extension

Note:

this statistic does not include calls

routed to the extension from a Ring
Group

Calls outbound the total number of outbound calls

Calls transferred to extension the total number of calls transferred to the

extension

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Report Field Description

Note:

The extensions associated with

Ring Groups (RingAll algorithm), this
statistic includes only transferred and
answered calls.

Calls transferred from extension the total number of calls transferred from
the extension

Conference calls The total number of conference call

involving the extension

Inbound Account Code count the total number of inbound account

codes entered during inbound calls

Outbound Account Code count the total number of outbound account

codes entered during outbound calls

Average speed of answer (hh:mm:ss) the average duration before ACD calls
were answered

Note:

for extensions associated to Ring

Groups, this includes time calls spent
ringing on other extensions in the
Group (Terminal Cascade, Circular,
and Circular Cascade ringing only)

Average time to answer non ACD call the average delay before the Non ACD
(hh:mm:ss) call was answered

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Report Field Description

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

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Figure 64: Voice Extension Group Performance by Day of Month

8.6.3 Voice Extension and Extension Group Performance

by Day of Week
The Extension and Extension Group Performance by Day of Week reports show the
call activity of the extension and extension group across 15-, 30-, or 60-minute intervals
over the days of the week. When this report is run for more than one week, the data is
summed for each day of the week. For example, if the report is run for two weeks, the
data found under Monday represents the summed total of the two Mondays and the
data found under Tuesday represents the summed totals of the two Tuesdays. (See the
following figure.)

The Extension and Extension Group Performance by Day of Week reports provide the
following information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the total number of calls abandoned while

ringing at the extension

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Report Field Description

Note:

this statistic does not include calls

routed to the extension from a Ring
Group

Calls outbound the total number of outbound calls

Calls transferred to extension the total number of calls transferred to the

extension

Note:

The extensions associated with

Ring Groups (RingAll algorithm), this
statistic includes only transferred and
answered calls.

Calls transferred from extension the total number of calls transferred from
the extension

Conference calls The total number of conference call

involving the extension

Inbound Account Code count the total number of inbound account

codes entered during inbound calls

Outbound Account Code count the total number of outbound account

codes entered during outbound calls

Average speed of answer (hh:mm:ss) the average duration before ACD calls
were answered

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Report Field Description

Note:

for extensions associated to Ring

Groups, this includes time calls spent
ringing on other extensions in the
Group (Terminal Cascade, Circular,
and Circular Cascade ringing only)

Average time to answer non ACD call the average delay before the Non ACD
(hh:mm:ss) call was answered

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

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Report Field Description

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 65: Voice Extension Group Performance by Day of Week

8.6.4 Voice Extension and Extension Group Performance

by Month
The Extension and Extension Group Performance by Month reports show the call activity
of the extension and extension group across 15-, 30-, or 60-minute intervals for the shift
duration and day(s) you specify. (See the following figure.)

The Extension and Extension Group Performance by Month reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

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Report Field Description

Calls abandoned the total number of calls abandoned while

ringing at the extension

Note:

this statistic does not include calls

routed to the extension from a Ring
Group

Calls outbound the total number of outbound calls

Calls transferred to extension the total number of calls transferred to the

extension

Note:

The extensions associated with

Ring Groups (RingAll algorithm), this
statistic includes only transferred and
answered calls.

Calls transferred from extension the total number of calls transferred from
the extension

Conference calls The total number of conference call

involving the extension

Inbound Account Code count the total number of inbound account

codes entered during inbound calls

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Report Field Description

Outbound Account Code count the total number of outbound calls

Average speed of answer (hh:mm:ss) the average duration before ACD calls
were answered

Note:

for extensions associated to Ring

Groups, this includes time calls spent
ringing on other extensions in the
Group (Terminal Cascade, Circular,
and Circular Cascade ringing only)

Average time to answer non ACD call the average delay before the Non ACD
(hh:mm:ss) call was answered

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

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Report Field Description

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 66: Voice Extension Group Performance by Month

8.6.5 Voice Extension and Extension Group Performance

by Period
The Extension and Extension Group Performance by Period reports show the call activity
of the extension and extension group across 15-, 30-, or 60-minute intervals, for the shift
duration and day(s) you specify. (See the following figure.)

The Extension and Extension Group Performance by Period reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered

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Report Field Description

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the total number of calls abandoned while

ringing at the extension

Note:

this statistic does not include calls

routed to the extension from a Ring
Group

Calls outbound the total number of outbound calls

Calls transferred to extension the total number of calls transferred to the

extension

Note:

The extensions associated with

Ring Groups(RingAll algorithm), this
statistic includes only transferred and
answered calls.

Calls transferred from extension the total number of calls transferred from
the extension

Conference calls The total number of conference call

involving the extension

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Report Field Description

Inbound Account Code count the total number of inbound account

codes entered during inbound calls

Outbound Account Code count the total number of outbound account

codes entered during outbound calls

Average speed of answer (hh:mm:ss) the average duration before ACD calls
were answered

Note:

for extensions associated to Ring

Groups, this includes time calls spent
ringing on other extensions in the
Group (Terminal Cascade, Circular,
and Circular Cascade ringing only)

Average time to answer non ACD call the average delay before the Non ACD
(hh:mm:ss) call was answered

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

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Report Field Description

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 67: Voice Extension Performance by Period

8.6.6 Voice Extension Group Performance by Extension

The Extension Group Performance by Extension report shows the activity of each
extension of a specific extension group for the shift duration and day(s) you specify. (See
the following figure.)

The Extension Group Performance by Extension report provides the following

information:

Report Field Description

Extension number the extension number used

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Report Field Description

Full name the name of the extension

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the total number of calls abandoned while

ringing at the extension

Note:

this statistic does not include calls

routed to the extension from a Ring
Group

Calls outbound the total number of outbound calls

Calls transferred to extension the total number of calls transferred to the

extension

Note:

The extensions associated with

Ring Groups (RingAll algorithm), this
statistic includes only transferred and
answered calls.

Calls transferred from extension the total number of calls transferred from
the extension

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Report Field Description

Conference calls The total number of conference call

involving the extension

Inbound Account Code count the total number of inbound account

codes entered during inbound calls

Outbound Account Code count the total number of outbound account

codes entered during outbound calls

Average speed of answer (hh:mm:ss) the average duration before ACD calls
were answered

Note:

for extensions associated to Ring

Groups, this includes time calls spent
ringing on other extensions in the
Group (Terminal Cascade, Circular,
and Circular Cascade ringing only)

Average time to answer non ACD call the average delay before the Non ACD
(hh:mm:ss) call was answered

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they

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Report Field Description

are disconnected (including hold time and

transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 68: Voice Extension Group Performance by Extension

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8.7 Voice Trunk reports

Voice Trunk reports on individual trunks and trunk groups provide an indication of how
busy your trunks are.

The Voice Trunk reports are listed below:

• Performance reports

• Trunk and Trunk Group Performance by Period

• Trunk and Trunk Group Performance by Day of Week
• Trunk Group Performance by Trunk

• Busy Minutes reports

• Trunk Group Busy Minutes

8.7.1 Voice Trunk and Trunk Group Performance by Period

The Trunk and Trunk Group Performance by Period reports show the call activity of the
trunk and trunk group across 15-, 30-, or 60-minute intervals, for the shift duration and
day(s) you specify. (See the following figure.)

The Trunk and Trunk Group Performance by Period reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the total number of calls abandoned

before they were answered

Calls outbound the total number of outbound calls

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Report Field Description

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
ringing time)

Average delay to abandon (hh:mm:ss) the average elapsed time before calls
were abandoned

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

Average handling outbound time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 69: Voice Trunk Group Performance by Period

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8.7.2 Voice Trunk and Trunk Group Performance by Day of

Week
The Trunk and Trunk Group Performance by Day of Week reports show the call
performance of the trunk and trunk group over the days of the week. When this report is
run for more than one week, the data is summed for each day of the week. For example,
if the report is run for two weeks, the data found under Monday is the summed total of
the two Mondays and the data found under Tuesday is the summed totals of the two
Tuesdays. (See the following figure.)

The Trunk and Trunk Group Performance by Day of Week reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the total number of calls abandoned

before they were answered

Calls outbound the total number of outbound calls

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Report Field Description

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
ringing time)

Average delay to abandon (hh:mm:ss) the average elapsed time before calls
were abandoned

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 70: Voice Trunk Group Performance by Day of Week

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8.7.3 Voice Trunk Group Performance by Trunk

The Trunk Group Performance by Trunk report shows the activity of each trunk of the
selected trunk group. (See the following figure.)

The Trunk Group Performance by Trunk report provides the following information:

Report Field Description

Trunk the number of the trunk

Trunk name the name of the trunk

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the total number of calls abandoned

before they were answered

Calls outbound the total number of outbound calls

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
ringing time)

Average delay to abandon (hh:mm:ss) the average elapsed time before calls
were abandoned

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are

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Report Field Description

disconnected (including hold time and

transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Totals the total of each of the columns

Figure 71: Voice Trunk Group Performance by Trunk

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8.7.4 Voice Trunk Group Busy Minutes

The Trunk Group Busy Minute report shows the duration of and when all trunks are
simultaneously in use. (See the following figure.)

The Trunk Group Busy Minute reports provide the following information:

Report Field Description

Activity period the interval of the report

Number of programmed trunks the maximum number of trunks that were

programmed for this trunk group

Number of trunks with activity the maximum number of individual trunks

that had at least one call in a connected
state during this activity period

Peak trunks used the maximum number of trunks that were

simultaneously busy during this activity
period

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Report Field Description

Busy minutes count the number of minutes that the peak

trunks used equal the number of
programmed trunks

Totals the total of each of the columns

Figure 72: Voice Trunk Group Busy Minutes

8.8 Voice Employee reports

Employee and Employee Group reports provide statistics based on employee and
employee group activity. Each voice employee report shows the call activity across all of
the employee’s agent IDs.

Note:

• Only the Employee Performance by Extension report displays Ring Group

extension data. All other Voice Employee reports display aggregated agent data
and do not display Ring Group data. For Ring Group data, run Voice Extension
reports. See "Voice Extension reports".
• Ring Groups require a minimum of MiVoice Business 7.0. Customers running
versions of MiVoice Business lower than 7.0 using Ring Groups may have real-
time and reporting statistics populate based on their Ring Groups, but these
statistics are not supported and will be inaccurate due to changes in the data
provided by MiVoice Business.
• When an employee is associated to only one extension, employee reports and
extension reports run for that employee will contain identical data. The same
is true for extension and employee group reports. Thus, configuration can be

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simplified by creating an extension for each employee, instead of configuring an

employee and then associating an extension to that employee. However, when
more than one extension or one or more Account codes are associated to an
employee you must configure the employee and then associate the appropriate
extensions and Account codes to the employee.
• Event reports derive their data from the ACD real-time event stream. Event reports
on non-ACD extensions use the MiTAI stream. All other reports derive their data
from the SMDR stream.

The Employee reports are listed below:

• Performance reports

• Employee Performance by Agent ID

• Employee and Employee Group Performance by Day of Month
• Employee and Employee Group Performance by Day of Week
• Employee Performance by Extension
• Employee and Employee Group Performance by Make Busy / DND Code
• Employee and Employee Group Performance by Month
• Employee and Employee Group Performance by Period
• Employee and Employee Group Performance by Queue
• Employee Group Performance by Employee
• Event reports

• Employee Event by Period (hh:mm:ss) (You cannot generate this report over
midnight.)
• Internal/External Call Count reports

• Employee Group Internal/External Call Counts by Agent

• Employee and Employee Group Internal/External Call Counts by Day of Month
• Employee and Employee Group Internal/External Call Counts by Day of Week
• Employee Internal/External Call Counts by Employee
• Employee and Employee Group Internal/External Call Counts by Month
• Employee and Employee Group Internal/External Call Counts by Period

8.8.1 Voice Employee Performance by Agent ID

The Employee Performance by Agent ID report shows the performance of an employee
across all of the employee’s agent login IDs. (See the following figure.)

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Note:

Make Busy and Do Not Disturb operate at the employee level. For example, when an
employee puts one of their agents into Make Busy, all of the employee’s agents go
into Make Busy. Employee reports therefore reflect the accumulated Make Busy and
Do Not Disturb statistics for all of the employee’s agents.

The Employee Performance by Agent ID reports provide the following information:

Report Field Description

Agent ID the agent ID entered by the agent

Full name the agent's name

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls outbound the total number of outbound calls

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Shift duration the total time the agent spent logged into
the system, for the reporting period

ACD handling time (hh:mm:ss)

the total duration of ACD calls, from when
ACD handling time (hh:mm:ss) the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

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Report Field Description

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Percent of shift the percentage of shift time representing

ACD call activity

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Percent of shift the percentage of shift time representing

non ACD call activity

Outbound handling time (hh:mm:ss) the total duration of calls that you made to
destinations outside the office (including
hold time and transfer/conference time)

Average outbound handling time the average duration of calls that you
(hh:mm:ss) made to destinations outside the office
(including hold time and transfer/
conference time)

Percent of shift the percentage of shift time representing

outbound call activity

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

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Report Field Description

Percent of shift the total duration the agent spent in the

Make Busy state, controlled by the agent
or the supervisor

Totals the total of each of the columns

Figure 73: Voice Employee Performance by Agent ID

8.8.2 Voice Employee and Employee Group Performance

by Day of Month
The Employee and Employee Group Performance by Day of Month reports show the
call handling performance of an employee and employee group across the days of one
month. (See the following figure.)

The Employee and Employee Group Performance reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Non ACD calls handled the total number of non-ACD calls answered
Calls abandoned the number of calls abandoned while ringing the empl
oyee; abandoned ACD calls are not included in this total
Calls outbound the total number of outbound calls
Calls requeued the total number or requeues at the employee's position
- if an employee fails to answer a call, the system places
the call back in the same queue
Calls transferred to agent the number of calls transferred to the agent's position
Calls transferred from agent the number of calls transferred from the agent's position
Conference calls the total number of conference calls involving the agent
Account Code the number of Account Codes entered

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Report Field Description

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of outbound calls (including hold time
and transfer/conference time)
Average outbound handling time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 74: Voice Employee Group Performance by Day of Month

8.8.3 Voice Employee and Employee Group Performance

by Day of Week
The Employee and Employee Group Performance by Day of Week reports show the call
handling performance of an employee and employee group over the days of the week.
When this report is run for more than one week, the data is summed for each day of the
week. For example, if the report is run for two weeks, the data found under Monday is
the summed total of the two Mondays and the data found under Tuesday is the summed
totals of the two Tuesdays. (See the following figure.)

The Employee and Employee Group Performance reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Non ACD calls handled the total number of non-ACD calls answered

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Report Field Description

Calls abandoned the number of calls abandoned while ringing the empl
oyee; abandoned ACD calls are not included in this total
Calls outbound the total number of outbound calls
Calls requeued the total number or requeues at the employee's position
- if an employee fails to answer a call, the system places
the call back in the same queue
Calls transferred to agent the number of calls transferred to the agent's position
Calls transferred from agent the number of calls transferred from the agent's position
Conference calls the total number of conference calls involving the agent
Account Code the number of Account Codes entered
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of outbound calls (including hold time
and transfer/conference time)
Average outbound handling time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 75: Voice Employee Group Performance by Day of Week

8.8.4 Voice Employee Performance by Extension

The Employee Performance by Extension report compares the voice workload
distribution across the extensions of a single employee for the shift duration and day(s)
you specify. It reports the call statistics in hours, minutes, and seconds, and provides call
counts. (See the following figure.)

The Employee Performance by Extension report provides the following employment and
performance information:

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Report Field Description

Extension number the extension number used

Full name the name of the extension
ACD calls handled the number of ACD calls answered
Non ACD calls handled the total number of non-ACD calls answered
Calls abandoned
the number of calls abandoned while
ringing the employee; abandoned ACD
calls are not included in this total

Note:

this statistic does not include calls

routed to the employee from a Ring
Group

Calls outbound the total number of outbound calls

Calls transferred to extension
the total number of calls transferred to the
agent's position

Note:

The extensions associated with

Ring Groups(RingAll algorithm), this
statistic includes only transferred and
answered calls.

Calls transferred from extension the total number of calls transferred from the agent's p
osition
Conference calls the total number of conference calls involving the agent
Inbound Account Code count the total number of inbound account codes entered du
ring inbound calls
Outbound Account Code count the total number of outbound account codes entered d
uring outbound calls

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Report Field Description

Average speed of answer (hh:mm:ss)

the average delay before the call was
answered (including time in queue and
agent ringing time)

Note:

for extensions associated to Ring

Groups, this includes time calls spent
ringing on other extensions in the
Group (Terminal Cascade, Circular,
and Circular Cascade ringing only)

Average delay to abandon (hh:mm:ss) the average elapsed time before the call was abandon
ed
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of outbound calls (including hold time
and transfer/conference time)
Average outbound handling time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 76: Voice Employee Performance by Extension

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8.8.5 Voice Employee and Employee Group Performance

by Make Busy / DND Code
The Employee and Employee Group Performance by Make Busy / DND Code report
s show s the frequency and duration the employee and employee group is are in voice
Make Busy or Do Not Disturb. The filtering option enables you to include data for Make
Busy and/or Do Not Disturb Reason Codes, and to sort by Reporting, Full Name, Call
duration, Reason Code Count, and Reason Code Type, in ascending or descending
order. (See the following figure.)

Note:

• Make Busy and Do Not Disturb operate at the employee level. For example, when
an employee puts one of their agents into Make Busy, all of the employee’s agents
go into Make Busy. Employee reports therefore reflect the accumulated Make
Busy and Do Not Disturb statistics for all of the employee’s agents.
• Make Busy statistics do not apply to an employee's extensions.

The Employee and Employee Group Performance by Make Busy / DND Code report s
provide s the following information:

Report Field Description

Reporting the Make Busy or Do Not Disturb reason

code

Full name the name of the Make Busy or Do Not

Disturb Reason code

Number of Codes entered the number of times a code is entered for

the date/time range of the report

Duration the total time the employee spent in the

voice Make Busy and/or Do Not Disturb
state, controlled by the employee or the
supervisor

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Report Field Description

Average duration (hh:mm:ss) the average time the employee spent

in the voice Make Busy and/or Do Not
Disturb state, controlled by the employee
or the supervisor

Reason type the type of Reason Code, either Make

Busy or Do Not Disturb

Totals the total of each of the columns

Figure 77: Voice Employee Performance by Make Busy / DND Code

8.8.6 Voice Employee and Employee Group Performance

by Month
The Employee and Employee Group Performance by Month reports show the call
handling performance of an employee and employee group across the month. (See the
following figure.)

The Employee and Employee Group Performance reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Non ACD calls handled the total number of non-ACD calls answered

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Report Field Description

Calls abandoned the number of calls abandoned while ringing the empl
oyee; abandoned ACD calls are not included in this total
Calls outbound the total number of outbound calls
Calls requeued the total number or requeues at the employee's position
- if an employee fails to answer a call, the system places
the call back in the same queue
Calls transferred to agent the number of calls transferred to the agent's position
Calls transferred from agent the number of calls transferred from the agent's position
Conference calls the total number of conference calls involving the agent
Account Code the number of Account Codes entered
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of outbound calls (including hold time
and transfer/conference time)
Average outbound handling time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 78: Voice Employee Performance by Month

8.8.7 Voice Employee and Employee Group Performance

by Period
The Employee and Employee Group Performance by Period reports show the call
handling performance of an employee and employee group for the shift duration and
day(s) you specify. (See the following figure.)

The Employee and Employee Group Performance reports provide the following
information:

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Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls abandoned the number of calls abandoned while

ringing the employee; abandoned ACD
calls are not included in this total

Calls outbound the total number of outbound calls

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the
call back in the same queue and it is
answered by the first available agent

Calls transferred to agent the number of calls transferred to the

agent's position

Calls transferred from agent the number of calls transferred from the
agent's position

Conference calls the total number of conference calls

involving the agent

Account Code the number of Account Codes entered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

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Report Field Description

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

Average manned agents (group reports the average number of voice agents
only) scheduled for the shift

Totals the total of each of the columns

Figure 79: Voice Employee Performance by Period

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8.8.8 Voice Employee and Employee Group Performance

by Queue
The Employee Performance by Queue report shows ACD call statistics on the queues for
which the employee answered calls, and the summary total of statistics for non ACD calls
involving the employee for the shift duration and day(s) you specify.

The Employee Group Performance by Queue report shows ACD call statistics on
the queues for which the employees in the employee group answered calls, and the
summary total of statistics for non ACD calls involving the employee (in the employee
group) for the shift duration and day(s) you specify. (See the following figure.)

The Employee and Employee Group Performance by Queue reports provides the
following information:

Report Field Description

Reporting the queue’s reporting number

ACD calls handled the number of ACD calls answered

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Calls requeued the total number or requeues at the

employee's position - if an employee fails
to answer a call, the system places the
call back in the same queue

Non ACD calls handled the total number of non-ACD calls

answered

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Report Field Description

Calls outbound the total number of outbound calls

Calls transferred to agent the number of calls transferred to the

agent's position

Calls transferred from agent the number of calls transferred from the
agent's position

Conference calls the total number of conference calls

involving the agent

Note:

Supervised transfers performed from

Ignite are included as conference
calls.

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Outbound handling time (hh:mm:ss) the total duration of outbound calls

(including hold time and transfer/
conference time)

Average outbound handling time the average duration of outbound calls

(hh:mm:ss)

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Report Field Description

Totals the total of each of the columns

Figure 80: Voice Employee Performance by Queue

8.8.9 Voice Employee Group Performance by Employee

The Employee Group Performance by Employee reports show the voice workload
distribution across the employees in an employee group for the shift duration and day(s)
you specify. It reports the call statistics in hours, minutes, and seconds, and provides call
counts across employees. (See the following figure.)

Note:

• Make Busy and Do Not Disturb operate at the employee level. For example, when
an employee puts one of their agents into Make Busy, all of the employee’s agents
go into Make Busy. Employee reports therefore reflect the accumulated Make
Busy and Do Not Disturb statistics for all of the employee’s agents.
• Make Busy statistics do not apply to an employee's extensions.

The Employee Group Performance by Employee reports provide the following

employment and performance information across agents:

Report Field Description

Full name the employee's name

Employee ID the Employee ID for the employee

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Report Field Description

ACD calls handled the number of ACD calls answered

Non ACD calls handled the total number of non-ACD calls

answered

Calls outbound the total number of outbound calls

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Account Codes the number of Account Codes entered

Shift duration the total time the agent spent logged into
the system, for the reporting period

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Percent of shift the percentage of shift time representing

ACD call activity

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

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Report Field Description

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Percent of shift the percentage of shift time representing

non ACD call activity

Outbound handling time (hh:mm:ss) the total duration of calls that you made to
destinations outside the office (including
hold time and transfer/conference time)

Outbound handling time (hh:mm:ss) the average duration of calls that you
made to destinations outside the office
(including hold time and transfer/
conference time)

Percent of shift the percentage of shift time representing

outbound call activity

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

Percent of shift the total duration the agent spent in the

Make Busy state, controlled by the agent
or the supervisor

Total DND time (hh:mm:ss) the total duration the agent spent in Do
Not Disturb, controlled by the agent or the
supervisor

Percent of shift the percentage of shift time representing

voice Do Not Disturb activity

Totals the total of each of the columns

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Figure 81: Voice Employee Group Performance by Employee

8.8.10 Voice Employee Event by Period (hh:mm:ss)

The Employee Event by Period (hh:mm:ss) report displays log on and log off times
for the employee and the total duration the employee spent in various agent states for
the day(s) you specify. It reports the call statistics in hours, minutes, and seconds and
provides call counts for the employee. (See the following figure.)

Your choice of Shift Mode determines how this report calculates data. In Reporter, after
Shift Mode, select the checkbox for either Default or Agent Group Presence. 'Default'
ignores presence data. 'Agent Group Presence' subtracts agent absence from shift data.
Data relating to individual agent presence is not displayed under the corresponding
report columns.

Note:

Make Busy and Do Not Disturb operate at the employee level. For example, when an
employee puts one of their agents into Make Busy, all of the employee’s agents go
into Make Busy. Employee reports therefore reflect the accumulated Make Busy and
Do Not Disturb statistics for all of the employee’s agents.

The Employee Event by Period (hh:mm:ss) report is truncated to the first 1000 records. It
provides the following information:

Report Field Description

First login date/time the date and time at which the agent
logged into the system

Last logout date/time the date and time at which the agent
either last logged out of the system or last

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Report Field Description

performed an event (for example, went

into Make Busy)

Agent ID the agent ID entered by the agent

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive calls

ACD calls handled the total number of ACD calls the agent
answered

ACD short handle call count the total number of ACD calls answered
where talk time is less than the Short
handle parameter

ACD true talk time (hh:mm:ss) the total duration of ACD calls, from agent
pick up to client hang up (excluding hold
time)

ACD hold time (hh:mm:ss) the time for which ACD interactions were
put on hold

Average ACD true talk time (hh:mm:ss) the average duration of ACD calls, from
agent pick up to client hang up (excluding
hold time)

True ACD calls per hour the total ACD call count minus the ACD
short handle call count, divided by the
shift time for this agent

Wrap up time (hh:mm:ss) the duration the agent spent in the wrap
up state. Wrap up time does not include

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Report Field Description

any time spent making or taking calls

during the wrap up timer

Average wrap up time (hh:mm:ss) the average duration the agent spent in
the wrap up state. Wrap up time does not
include any time spent making or taking
calls during the wrap up timer

Non ACD true talk time (hh:mm:ss)

the total duration of non-ACD calls
(excluding hold time)

Non ACD hold time (hh:mm:ss) the time for which non-ACD interactions
were put on hold

Non ACD calls handled the total number of non-ACD calls

answered

Originated outbound time (hh:mm:ss) the total duration of outbound calls

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Outbound hold time (hh:mm:ss) the time for which outbound interactions
were put on hold

Calls outbound the total number of outbound calls

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Report Field Description

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Total hold time (hh:mm:ss) the total duration ACD calls spent on hold

Average hold time (hh:mm:ss) the average duration ACD calls spent on
hold

Total hold count the total hold count for ACD calls

Total Make Busy time (hh:mm:ss) the total time spent in Make Busy,
controlled by the agent or the supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in
Make Busy, controlled by the agent or the
supervisor

Make Busy count the total number of times the agent

entered the voice Make Busy state

Total DND time (hh:mm:ss) the total duration the agent spent in Do
Not Disturb, controlled by the agent or the
supervisor

Average DND time (hh:mm:ss) the average duration the agent spent in
Do Not Disturb, controlled by the agent or
the supervisor

DND count the total number of times the agent

entered Do Not Disturb

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Report Field Description

Requeue count the number of times a call was offered

to an agent, was not answered, and was
subsequently offered back to the queue

Totals the total of each of the columns

Figure 82: Voice Employee Event by Period (hh:mm:ss)

8.8.11 Voice Employee Group Internal/External Call Counts

by Agent
Here are brief definitions of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Employee Group Internal/External Call Counts by Agent report shows internal and
external call activity of each agent in the employee group.

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Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All employee internal/external call count reports have the following headings:

Report Field Description

Reporting the employee's reporting number

Full name the employee's name
ACD calls handled the number of ACD calls answered
Total internal ACD calls the total number of ACD calls that you received that ori
ginated inside the office
Total internal ACD handling time (hh:mm:ss) the total duration of ACD calls that you received that o
riginated in the office (including hold time and transfer/co
nference time)
Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you received that
originated in the office
Total external ACD calls the total number of ACD calls that originated outside the
office with a destination within the office
Total external ACD handling time (hh:mm:ss) the total duration of ACD calls that originated outside
the office with a destination within the office (including h
old time and transfer/conference time)
Average external ACD handling time (hh:mm:ss) the average duration of ACD calls that originated outside
the office with a destination within the office
Non ACD calls handled the total number of non-ACD calls answered
Total internal non ACD calls the total number of non ACD calls that you received that
originated in the office
Total internal non ACD handling time (hh:mm:ss) the total duration of non ACD calls that you received that
originated in the office (including hold time and transfer/
conference time)
Average internal non ACD duration (hh:mm:ss) the average duration of non ACD calls that you received
that originated in the office
Total external non ACD calls the total number of non ACD calls that originated outside
the office with a destination within the office
Total external non ACD handling time (hh:mm:ss) the total duration of non ACD calls that originated outs
ide the office with a destination within the office (includi
ng hold time and transfer/conference time)
Average external non ACD duration (hh:mm:ss) the average duration of non ACD calls that originated ou
tside the office with a destination within the office
Calls outbound the total number of outbound calls
Total internal out calls the total number of calls that you made to destinations
within the office

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Report Field Description

Total internal out handling time (hh:mm:ss) the total duration of calls that you made to destinations
within the office (including hold time and transfer/confer
ence time)
Average internal out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons within the office
Total external out calls the total number of calls that you made to destinations
outside the office
Total external out handling time (hh:mm:ss) the total duration of calls that you made to destinations
outside the office (including hold time and transfer/confe
rence time)
Average external out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons outside the office
Totals the total of each of the columns

Figure 83: Voice Employee Group Internal/External Call Counts by Agent

8.8.12 Voice Employee and Employee Group Internal/

External Call Counts by Day of Month
Here are brief definitions of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Employee and Employee Group Internal/External Call Counts by the Day of Month
reports show internal and external call activity of an employee and employee group for
the days of the month.

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Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All employee internal/external call count reports have the following headings:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Total internal ACD calls the total number of ACD calls that you received that ori
ginated inside the office
Total internal ACD handling time (hh:mm:ss) the total duration of ACD calls that you received that o
riginated in the office (including hold time and transfer/co
nference time)
Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you received that
originated in the office
Total external ACD calls the total number of ACD calls that originated outside the
office with a destination within the office
Total external ACD handling time (hh:mm:ss) the total duration of ACD calls that originated outside
the office with a destination within the office (including h
old time and transfer/conference time)
Average external ACD handling time (hh:mm:ss) the average duration of ACD calls that originated outside
the office with a destination within the office
Non ACD calls handled the total number of non ACD calls answered
Total internal non ACD calls the total number of non ACD calls that you received that
originated in the office
Total internal non ACD handling time (hh:mm:ss) the total duration of non ACD calls that you received that
originated in the office (including hold time and transfer/
conference time)
Average internal non ACD duration (hh:mm:ss) the average duration of non ACD calls that you received
that originated in the office
Total external non ACD calls the total number of non ACD calls that originated outside
the office with a destination within the office
Total external non ACD handling time (hh:mm:ss) the total duration of non ACD calls that originated outs
ide the office with a destination within the office (includi
ng hold time and transfer/conference time)
Average external non ACD duration (hh:mm:ss) the average duration of non ACD calls that originated ou
tside the office with a destination within the office
Calls outbound the total number of outbound calls
Total internal out calls the total number of calls that you made to destinations
within the office

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Report Field Description

Total internal out handling time (hh:mm:ss) the total duration of calls that you made to destinations
within the office (including hold time and transfer/confer
ence time)
Average internal out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons within the office
Total external out calls the total number of calls that you made to destinations
outside the office
Total external out handling time (hh:mm:ss) the total duration of calls that you made to destinations
outside the office (including hold time and transfer/confe
rence time)
Average external out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons outside the office
Totals the total of each of the columns

Figure 84: Voice Employee Internal/External Call Counts by Day of Month

8.8.13 Voice Employee and Employee Group Internal/

External Call Counts by Day of Week
Here are brief definitions of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Employee and Employee Group Internal/External Call Counts by the Day of Week
reports show internal and external call activity of an employee and employee group
over the days of the week. When this report is run for more than one week, the data is
summed for each day of the week. For example, if the report is run for two weeks, the

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data found under Monday is the summed total of the two Mondays and the data found
under Tuesday is the summed totals of the two Tuesdays.

Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All employee internal/external call counts reports have the following headings:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Total internal ACD calls the total number of ACD calls that you received that ori
ginated inside the office
Total internal ACD handling time (hh:mm:ss) the total duration of ACD calls that you received that o
riginated in the office (including hold time and transfer/co
nference time)
Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you received that
originated in the office
Total external ACD calls the total number of ACD calls that originated outside the
office with a destination within the office
Total external ACD handling time (hh:mm:ss) the total duration of ACD calls that originated outside
the office with a destination within the office (including h
old time and transfer/conference time)
Average external ACD handling time (hh:mm:ss) the average duration of ACD calls that originated outside
the office with a destination within the office
Non ACD calls handled the total number of non-ACD calls answered
Total internal non ACD calls the total number of non ACD calls that you received that
originated in the office
Total internal non ACD handling time (hh:mm:ss) the total duration of non ACD calls that you received that
originated in the office (including hold time and transfer/
conference time)
Average internal non ACD duration (hh:mm:ss) the average duration of non ACD calls that you received
that originated in the office
Total external non ACD calls the total number of non ACD calls that originated outside
the office with a destination within the office
Total external non ACD handling time (hh:mm:ss) the total duration of non ACD calls that originated outs
ide the office with a destination within the office (includi
ng hold time and transfer/conference time)
Average external non ACD duration (hh:mm:ss) the average duration of non ACD calls that originated ou
tside the office with a destination within the office

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Report Field Description

Calls outbound the total number of outbound calls

Total internal out calls the total number of calls that you made to destinations
within the office
Total internal out handling time (hh:mm:ss) the total duration of calls that you made to destinations
within the office (including hold time and transfer/confer
ence time)
Average internal out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons within the office
Total external out calls the total number of calls that you made to destinations
outside the office
Total external out handling time (hh:mm:ss) the total duration of calls that you made to destinations
outside the office (including hold time and transfer/confe
rence time)
Average external out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons outside the office
Totals the total of each of the columns

Figure 85: Voice Employee Internal/External Call Counts by Day of Week

8.8.14 Voice Employee Group Internal/External Call Counts

by Employee
Here is a brief definition of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Employee Group Internal/External Call Counts by Employee report shows the
internal and external call activity of each employee.

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Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All employee group internal/external call count reports have the following headings:

Report Field Description

Full name the employee's name

ACD calls handled the number of ACD calls answered
Total internal ACD calls the total number of ACD calls that you received that ori
ginated inside the office
Total internal ACD handling time (hh:mm:ss) the total duration of ACD calls that you received that o
riginated in the office (including hold time and transfer/co
nference time)
Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you received that
originated in the office
Total external ACD calls the total number of ACD calls that originated outside the
office with a destination within the office
Total external ACD handling time (hh:mm:ss) the total duration of ACD calls that originated outside
the office with a destination within the office (including h
old time and transfer/conference time)
Average external ACD handling time (hh:mm:ss) the average duration of ACD calls that originated outside
the office with a destination within the office
Non ACD calls handled the total number of non-ACD calls answered
Total internal non ACD calls the total number of non ACD calls that you received that
originated in the office
Total internal non ACD handling time (hh:mm:ss) the total duration of non ACD calls that you received that
originated in the office (including hold time and transfer/
conference time)
Average internal non ACD duration (hh:mm:ss) the average duration of non ACD calls that you received
that originated in the office
Total external non ACD calls the total number of non ACD calls that originated outside
the office with a destination within the office
Total external non ACD handling time (hh:mm:ss) the total duration of non ACD calls that originated outs
ide the office with a destination within the office (includi
ng hold time and transfer/conference time)
Average external non ACD duration (hh:mm:ss) the average duration of non ACD calls that originated ou
tside the office with a destination within the office
Calls outbound the total number of outbound calls
Total internal out calls the total number of calls that you made to destinations
within the office

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Report Field Description

Total internal out handling time (hh:mm:ss) the total duration of calls that you made to destinations
within the office (including hold time and transfer/confer
ence time)
Average internal out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons within the office
Total external out calls the total number of calls that you made to destinations
outside the office
Total external out handling time (hh:mm:ss) the total duration of calls that you made to destinations
outside the office (including hold time and transfer/confe
rence time)
Average external out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons outside the office
Totals the total of each of the columns

Figure 86: Voice Employee Group Internal/External Call Counts by Employee

8.8.15 Voice Employee and Employee Group Internal/

External Call Counts by Month
Here is a brief definition of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Employee and Employee Group Internal/External Call Counts by Month reports
show internal and external call activity of an employee and employee group for the
month.

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Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All employee internal/external call count reports have the following headings:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Total internal ACD calls the total number of ACD calls that you received that ori
ginated inside the office
Total internal ACD handling time (hh:mm:ss) the total duration of ACD calls that you received that o
riginated in the office (including hold time and transfer/co
nference time)
Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you received that
originated in the office
Total external ACD calls the total number of ACD calls that originated outside the
office with a destination within the office
Total external ACD handling time (hh:mm:ss) the total duration of ACD calls that originated outside
the office with a destination within the office (including h
old time and transfer/conference time)
Average external ACD handling time (hh:mm:ss) the average duration of ACD calls that originated outside
the office with a destination within the office
Non ACD calls handled the total number of non-ACD calls answered
Total internal non ACD calls the total number of non ACD calls that you received that
originated in the office
Total internal non ACD handling time (hh:mm:ss) the total duration of non ACD calls that you received that
originated in the office (including hold time and transfer/
conference time)
Average internal non ACD duration (hh:mm:ss) the average duration of non ACD calls that you received
that originated in the office
Total external non ACD calls the total number of non ACD calls that originated outside
the office with a destination within the office
Total external non ACD handling time (hh:mm:ss) the total duration of non ACD calls that originated outs
ide the office with a destination within the office (includi
ng hold time and transfer/conference time)
Average external non ACD duration (hh:mm:ss) the average duration of non ACD calls that originated ou
tside the office with a destination within the office
Calls outbound the total number of outbound calls
Total internal out calls the total number of calls that you made to destinations
within the office

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Report Field Description

Total internal out handling time (hh:mm:ss) the total duration of calls that you made to destinations
within the office (including hold time and transfer/confer
ence time)
Average internal out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons within the office
Total external out calls the total number of calls that you made to destinations
outside the office
Total external out handling time (hh:mm:ss) the total duration of calls that you made to destinations
outside the office (including hold time and transfer/confe
rence time)
Average external out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons outside the office
Total the total of each of the columns

Figure 87: Voice Employee Internal/External Call Counts by Month

8.8.16 Voice Employee and Employee Group Internal/

External Call Counts by Period
Here is a brief definition of external and internal calls:

• Internal Out is a call that you made from the office to a destination within the office.
• External Out is a call that you made from the office to a destination outside the office.
• Internal Non ACD is a call that you received in the office from an origin within the
office.
• External Non ACD is a call that you received in the office from an origin outside the
office.
• Internal ACD is an ACD call that originated from inside the office to a destination
within the office.
• External ACD is an ACD call that originated from outside the office with a destination
within the office.

The Employee and Employee Group Internal/External Call Counts by Period reports
show internal and external call activity of an employee and employee group across 15-,
30-, or 60-minute intervals for the shift duration and day(s) you specify.

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Note:

Due to the limited SMDR Reorder Buffer required for real-time filing, some calls
may be reported incorrectly as Internal until overnight maintenance or a manual
summarization is run.

All employee internal/external call count reports have the following headings:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Total internal ACD calls the total number of ACD calls that you received that ori
ginated inside the office
Total internal ACD handling time (hh:mm:ss) the total duration of ACD calls that you received that o
riginated in the office (including hold time and transfer/co
nference time)
Average internal ACD duration (hh:mm:ss) the average duration of ACD calls that you received that
originated in the office
Total external ACD calls the total number of ACD calls that originated outside the
office with a destination within the office
Total external ACD handling time (hh:mm:ss) the total duration of ACD calls that originated outside
the office with a destination within the office (including h
old time and transfer/conference time)
Average external ACD handling time (hh:mm:ss) the average duration of ACD calls that originated outside
the office with a destination within the office
Non ACD calls handled the total number of non-ACD calls answered
Total internal non ACD calls the total number of non ACD calls that you received that
originated in the office
Total internal non ACD handling time (hh:mm:ss) the total duration of non ACD calls that you received that
originated in the office (including hold time and transfer/
conference time)
Average internal non ACD duration (hh:mm:ss) the average duration of ACD calls that you received that
originated in the office
Total external non ACD calls the total number of non ACD calls that originated outside
the office with a destination within the office
Total external non ACD handling time (hh:mm:ss) the total duration of non ACD calls that originated outs
ide the office with a destination within the office (includi
ng hold time and transfer/conference time)
Average external non ACD duration (hh:mm:ss) the average duration of non ACD calls that originated ou
tside the office with a destination within the office
Calls outbound the total number of outbound calls
Total internal out calls the total number of calls that you made to destinations
within the office

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Report Field Description

Total internal out handling time (hh:mm:ss) the total duration of calls that you made to destinations
within the office (including hold time and transfer/confer
ence time)
Average internal out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons within the office
Total external out calls the total number of calls that you made to destinations
outside the office
Total external out handling time (hh:mm:ss) the total duration of calls that you made to destinations
outside the office (including hold time and transfer/confe
rence time)
Average external out duration (hh:mm:ss) the average duration of calls that you made to destinati
ons outside the office
Totals the total of each of the columns

Figure 88: Voice Employee Internal/External Call Counts by Period

8.9 Voice Team reports

Teams are collections of agent groups. A team report provides statistics on individual
agents across multiple agent groups in one report. Team reports provide an indication of
how individual agents spent their time and compare the performance of agents.

The Team reports are listed below

• Performance reports

• Team Performance by Agent

• Team Performance by Day of Month
• Team Performance by Day of Week
• Team Performance by Month
• Team Performance by Period
• Team Performance by Queue

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• Event reports:

Event reports derive their data from the ACD real-time event stream. Event reports on
non-ACD extensions use the MiTAI stream. All other reports derive their data from the
SMDR stream.

• Team Event by Period (Percentages) (You cannot generate this report over
midnight.)

8.9.1 Voice Team Performance by Agent

The Team Performance by Agent report shows the performance of each agent of a team.
(See the following figure.)

The Team Performance by Agent reports provide the following information on individual
agents:

Report Field Description

Agent ID the agent ID entered by the agent

Full name the agent’s name
ACD calls handled the number of ACD calls answered
Non ACD calls handled the total number of non-ACD calls answered
Calls outbound the total number of outbound calls
Calls requeued the total number of requeues at the agent's position - if
an agent fails to answer a call, the system places the cal
l back in the same queue
Account Codes the number of Account Codes entered
Shift duration the total time the agent spent logged into the system, for
the reporting period
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Percent of shift the percentage of shift time representing ACD call activ
ity
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Percent of shift the percentage of shift time representing non ACD call a
ctivity
Outbound handling time (hh:mm:ss) the total duration of calls that you made to destinations
outside the office (including hold time and transfer/confe
rence time)

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Report Field Description

Average outbound handling time (hh:mm:ss) the average duration of calls that you made to destinati
ons outside the office (including hold time and transfer/
conference time)
Percent of shift the percentage of shift time representing outbound call
activity
Total Make Busy time (hh:mm:ss) the total time spent in Make Busy, controlled by the age
nt or the supervisor
Percent of shift the total duration the agent spent in the Make Busy stat
e, controlled by the agent or the supervisor
Total DND time (hh:mm:ss) the total duration the agent spent in Do Not Disturb, co
ntrolled by the agent or the supervisor
Percent of shift the percentage of shift time representing voice Do Not D
isturb activity
Totals the total of each of the columns

Figure 89: Voice Team Performance by Agent

8.9.2 Voice Team Performance by Day of Week

The Team Performance by Day of Week reports show the call performance of the team
over the days of the week. When this report is run for more than one week, the data is
summed for each day of the week. For example, if the report is run for two weeks, the
data found under Monday is the summed total of the two Mondays and the data found
under Tuesday is the summed totals of the two Tuesdays. (See the below figure.)

The Team Performance by Day of Week reports provide the following information:

Report Field Description

Activity period the interval of the report in hours and minutes

ACD calls handled the total number of ACD calls answered
Non ACD calls handled the total number of non ACD calls answered

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Report Field Description

Calls abandoned the total number of calls abandoned

Calls outbound the total number of outbound calls
Calls requeued the total number of requeues at the agent’s position - if
an agent fails to answer a call, the system places the cal
l back in the same queue and it is answered by the first
available agent
Calls transferred to agent the total number of calls transferred to the agent’s pos
ition
Calls transferred from agent the total number of calls transferred from the agent’s p
osition
Conference calls the total number of conference calls involving the agent
Account Codes the total number of account codes entered by the agent
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Non ACD handling time (hh:mm:ss) the total duration of non ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of non ACD calls (including hold time
and transfer/conference time)
Average outbound handling time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 90: Voice Team Performance by Day of Week

8.9.3 Voice Team Performance by Day of Month

The Team Performance by Day of Month reports show the call performance of the team
for each day of one month. (See the following figure.)

The Team Performance by Day of Month reports provide the following information:

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Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Non ACD calls handled the total number of non-ACD calls answered
Calls abandoned the number of calls abandoned while ringing the agent;
abandoned ACD calls are not included in this total
Calls outbound the total number of outbound calls
Calls requeued the total number of requeues at the agent's position - if
an agent fails to answer a call, the system places the cal
l back in the same queue
Calls transferred to agent the number of calls transferred to the agent's position
Calls transferred from agent the number of calls transferred from the agent's position
Conference calls the total number of conference calls involving the agent
Account Code the number of Account Codes entered
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of outbound calls (including hold time
and transfer/conference time)
Average outbound handling time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 91: Voice Team Performance by Day of Month

8.9.4 Voice Team Performance by Month

The Team Performance by Month reports show the performance of the team for one
month. (See the following figure.)

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The Team Performance by Month reports provide the following information:

Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Non ACD calls handled the total number of non-ACD calls answered
Calls abandoned the number of calls abandoned while ringing the agent;
abandoned ACD calls are not included in this total
Calls outbound the total number of outbound calls
Calls requeued the total number of requeues at the agent's position - if
an agent fails to answer a call, the system places the cal
l back in the same queue
Calls transferred to agent the number of calls transferred to the agent's position
Calls transferred from agent the number of calls transferred from the agent's position
Conference calls the total number of conference calls involving the agent
Account Code the number of Account Codes entered
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of outbound calls (including hold time
and transfer/conference time)
Average outbound handling time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 92: Voice Team Performance by Month

8.9.5 Voice Team Performance by Period

The Team Performance by Period reports show the call activity of the team across 15-,
30-, or 60-minute intervals for the shift duration and day(s) you specify. (See the following
figure.)

The Team Performance by Period reports provide the following information:

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Report Field Description

Activity period the interval of the report

ACD calls handled the number of ACD calls answered
Non ACD calls handled the total number of non-ACD calls answered
Calls abandoned the number of calls abandoned while ringing the agent;
abandoned ACD calls are not included in this total
Calls outbound the total number of outbound calls
Calls requeued the total number of requeues at the agent's position - if
an agent fails to answer a call, the system places the cal
l back in the same queue
Calls transferred to agent the number of calls transferred to the agent's position
Calls transferred from agent the number of calls transferred from the agent's position
Conference calls the total number of conference calls involving the agent
Account Codes the number of Account Codes entered
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of outbound calls (including hold time
and transfer/conference time)
Average outbound time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 93: Voice Team Performance by Period

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8.9.6 Voice Team Performance by Queue

The Team Performance by Queue report compares the call workload distribution across
the queues in a team for the shift duration and day(s) you specify. It reports the call
statistics in hours, minutes, and seconds, and provides call counts across queues.

The first five fields contain multiple records reflecting the ACD queues serving the ACD
Agent and Agent Group. The remaining fields contain a single record reflecting the totals
irrespective of ACD queue. (See the following figure.)

The Team Performance by Queue reports provide the following information:

Report Field Description

Reporting the queue’s reporting number

ACD calls handled the number of ACD calls answered
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Calls requeued the total number of requeues at the agent's position - if
an agent fails to answer a call, the system places the cal
l back in the same queue
Non ACD calls handled the total number of non-ACD calls answered
Calls outbound the total number of outbound calls
Calls transferred to agent the number of calls transferred to the agent's position
Calls transferred from agent the number of calls transferred from the agent's position
Conference calls the total number of conference calls involving the agent
Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls (including hold time
and transfer/conference time)
Average non ACD handling time (hh:mm:ss) the average duration of non-ACD calls (including hold ti
me and transfer/conference time)
Outbound handling time (hh:mm:ss) the total duration of outbound calls (including hold time
and transfer/conference time)
Average outbound handling time (hh:mm:ss) the average duration of outbound calls
Totals the total of each of the columns

Figure 94: Voice Team Performance by Queue

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8.9.7 Voice Team Event by Period (Percentages)

The Team Event by Period (Percentages) report shows log on and log off times for the
call team, and the percentage of time the team spent in various states for the days you
specify. It reports call statistics as a percentage of the total shift time. (See the following
figure.)

Your choice of Shift Mode determines how this report calculates data. In Reporter, after
Shift Mode, select the checkbox for either Default or Agent Group Presence. 'Default'
ignores presence data. 'Agent Group Presence' subtracts agent absence from shift data.
Data relating to individual agent presence is not displayed under the corresponding
report columns.

The Team Event by Period (Percentages) reports provide the following information:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name
Total shift time (hh:mm:ss) the total time the agent spent logged into the system, for
the reporting period
Idle time percentage the % of time the agent is logged on and available to re
ceive calls
ACD true talk percentage the % of time the agent answered ACD calls (excluding
hold time)
ACD hold percentage the % of time ACD calls spent on hold
Non ACD talk percentage the % of time the agent answered non-ACD calls (excl
uding hold time)
Non ACD hold percentage the % of time non-ACD calls spent on hold
Outbound percentage
the % of time the agent spent on
outbound calls

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Report Field Description

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Outbound hold percentage

the % of time outbound calls spent on
hold

Note:

In Event reports, Outbound statistics

do not include unanswered calls

Wrap up percentage the % of time the agent spent in the wrap up state
Make Busy percentage the % of time the agent spent in the voice Make Busy
state
DND percentage the % of time the agent spent in the voice Do Not Distur
b state
Totals the total of each of the columns

Figure 95: Voice Team Event by Period (Percentages)

8.10 Voice DNIS reports

DNIS reports on individual queues or queue groups reflect the service experienced by
callers and caller behavior. DNIS reports provide queue statistics for all calls involving
a particular DNIS number. DNIS Group reports provide queue statistics for all calls
involving a particular group of DNIS numbers.

The DNIS reports are as follows:

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• Performance

• DNIS and DNIS Group Performance by Day of Month

• DNIS and DNIS Group Performance by Day of Week
• DNIS and DNIS Group Performance by Month
• DNIS and DNIS Group Performance by Period
• DNIS and DNIS Group Performance by Queue (You cannot generate this report
over midnight.)
• DNIS Group Performance by DNIS

8.10.1 Voice DNIS and DNIS Group Performance by Day of

Month
The DNIS and DNIS Group Performance by Day of Month reports show the DNIS and
DNIS group call performance for the days of one month. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The DNIS and DNIS Group Performance by Day of Month reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls offered the number of ACD calls offered to the queue (Handled
+ Long abandoned + Interflowed)
ACD calls handled the number of ACD calls answered
Calls abandoned (short) the total number of calls abandoned before the Short
Abandon threshold (the Short Abandon is 6 seconds).
Calls abandoned (long) the total number of calls abandoned after the Short
Abandon threshold.
Calls interflowed the number of calls that were redirected from the queue
to an alternate answer point, such as another queue or v
oicemail, after the Short Abandon time
Calls requeued the total number of requeues at the agent's position - if
an agent fails to answer a call, the system places the cal
l back in the same queue
Answered by ACD group 1 the number of ACD calls answered by the first answer
point
Answered by ACD group 2 the number of ACD calls answered by the second a
nswer point
Answered by ACD group 3 the number of ACD calls answered by the third answer
point
Answered by ACD group 4 the number of ACD calls answered by the fourth answe
r point

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Report Field Description

Average speed of answer (hh:mm:ss) the average delay before calls were answered (includ
ing time in queue and ringing time)
Average delay to abandon (hh:mm:ss) the average elapsed time before the call was abandon
ed
Average delay to interflow (hh:mm:ss) the average elapsed time before the call was interflowed
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Service Level % the percentage of calls answered within the specified Se
rvice Level time
Answer % the percentage of offered calls answered
Totals the total of each of the columns

Figure 96: Voice DNIS Group Performance by Day of Month

8.10.2 Voice DNIS and DNIS Group Performance by Day of

Week
The DNIS and DNIS Group Performance by Day of Week reports show the DNIS and
DNIS group call performance over the days of the week. When this report is run for
more than one week, the data is summed for each day of the week. For example, if the
report is run for two weeks, the data found under Monday is the summed total of the two
Mondays and the data found under Tuesday is the summed totals of the two Tuesdays.
(See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The DNIS and DNIS Group Performance by Day of Week reports provide the following
information:

Report Field Description

Activity period the interval of the report

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Report Field Description

ACD calls offered the number of ACD calls offered to the queue (Handled
+ Long abandoned + Interflowed)
ACD calls handled the number of ACD calls answered
Calls abandoned (short) the total number of calls abandoned before the Short
Abandon threshold (the Short Abandon is 6 seconds).
Calls abandoned (long) the total number of calls abandoned after the Short
Abandon threshold.
Calls interflowed the number of calls that were redirected from the queue
to an alternate answer point, such as another queue or v
oicemail, after the Short Abandon time
Calls requeued the total number of requeues at the agent's position - if
an agent fails to answer a call, the system places the cal
l back in the same queue
Answered by ACD group 1 the number of ACD calls answered by the first answer
point
Answered by ACD group 2 the number of ACD calls answered by the second a
nswer point
Answered by ACD group 3 the number of ACD calls answered by the third answer
point
Answered by ACD group 4 the number of ACD calls answered by the fourth answe
r point
Average speed of answer (hh:mm:ss) the average delay before calls were answered (includ
ing time in queue and ringing time)
Average delay to abandon (hh:mm:ss) the average elapsed time before the call was abandon
ed
Average delay to interflow (hh:mm:ss) the average elapsed time before the call was interflowed
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Service Level % the percentage of calls answered within the specified Se
rvice Level time
Answer % the percentage of offered calls answered
Totals the total of each of the columns

Figure 97: Voice DNIS Group Performance by Day of Week

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8.10.3 Voice DNIS and DNIS Group Performance by Month

The DNIS and DNIS Group Performance by Month reports show the DNIS and DNIS
group call performance for the month. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The DNIS and DNIS Group Performance by Month reports provide the following
information:

Report Field Description

Activity period the interval of the report

ACD calls offered the number of ACD calls offered to the queue (Handled
+ Long abandoned + Interflowed)
ACD calls handled the number of ACD calls answered
Calls abandoned (short) the total number of calls abandoned before the Short
Abandon threshold (the Short Abandon is 6 seconds).
Calls abandoned (long) the total number of calls abandoned after the Short
Abandon threshold.
Calls interflowed the number of calls that were redirected from the queue
to an alternate answer point, such as another queue or v
oicemail, after the Short Abandon time
Calls requeued the total number of requeues at the agent's position - if
an agent fails to answer a call, the system places the cal
l back in the same queue
Answered by ACD group 1 the number of ACD calls answered by the first answer
point
Answered by ACD group 2 the number of ACD calls answered by the second a
nswer point
Answered by ACD group 3 the number of ACD calls answered by the third answer
point
Answered by ACD group 4 the number of ACD calls answered by the fourth answe
r point

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Report Field Description

Average speed of answer (hh:mm:ss) the average delay before calls were answered (includ
ing time in queue and ringing time)
Average delay to abandon (hh:mm:ss) the average elapsed time before the call was abandon
ed
Average delay to interflow (hh:mm:ss) the average elapsed time before the call was interflowed
ACD handling time (hh:mm:ss) the total duration of ACD calls, from when the calls are
answered to when they are disconnected (including h
old time and transfer/conference time)
Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from when the calls
are answered to when they are disconnected (including
hold time and transfer/conference time)
Service Level % the percentage of calls answered within the specified Se
rvice Level time
Answer % the percentage of offered calls answered
Totals the total of each of the columns

Figure 98: Voice DNIS Group Performance by Month

8.10.4 Voice DNIS and DNIS Group Performance by Period

The DNIS and DNIS Group Performance by Period reports show the DNIS and DNIS
group performance across 15-, 30-, or 60-minute intervals for the shift duration and
day(s) you specify. They provide call counts, and report statistics in hours, minutes, and
seconds. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The DNIS and DNIS Group Performance by Period reports provide the following
information:

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Report Field Description

Activity period the interval of the report

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

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Report Field Description

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Non ACD calls handled the total number of non-ACD calls

answered

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
ringing time)

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

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Report Field Description

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Totals the total of each of the columns

Figure 99: Voice DNIS Group Performance by Period

8.10.5 Voice DNIS and DNIS Group Performance by Queue

The DNIS and DNIS Group Performance by Queue reports compare call activity
performance across DNIS and DNIS groups for the shift duration and day(s) you specify.
They report the call statistics in hours, minutes, and seconds, and provide call counts
across queues. (See the following figure.)

The DNIS and DNIS Group Performance by Queue reports provide the following
information:

Report Field Description

ACD queue the ACD queue for which the agent

answered

ACD queue name the name of the ACD queue for which the
agent answered calls

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

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Report Field Description

ACD calls handled the number of ACD calls answered

Calls abandoned (short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Note:

the total duration of non-ACD calls

(including hold time and transfer/
conference time)

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
ringing time)

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Report Field Description

Note:

for Ring Groups, this includes

time calls spent ringing on other
extensions in the Group (Terminal
Cascade, Circular, and Circular
Cascade ringing only)

Maximum speed of answer (hh:mm:ss) the maximum delay before the call was
answered

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Maximum delay to abandon (hh:mm:ss) the maximum delay before the call was
abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

Maximum delay to interflow (hh:mm:ss) the maximum delay before the call was
interflowed

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

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Report Field Description

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Totals the total of each of the columns

Figure 100: Voice DNIS Group Performance by Queue

8.10.6 Voice DNIS Group Performance by DNIS

The DNIS Group Performance by DNIS reports show each DNIS for the DNIS group you
specify. (See the following figure.)

If your interflow statistic is zero, you probably did not program the telephone system with
an interflow value.

The DNIS Group Performance by DNIS reports provide the following information:

Report Field Description

Reporting The DNIS reporting number, as

programmed in YourSite Explorer,
representing the number the caller dialed

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Report Field Description

Full name the name associated to the DNIS in

YourSite Explorer

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

Calls abandoned(short) the total number of calls abandoned

before the Short Abandon threshold (the
Short Abandon is 6 seconds).

Calls abandoned (long) the total number of calls abandoned after

the Short Abandon threshold.

Calls interflowed the number of calls that were redirected

from the queue to an alternate answer
point, such as another queue or voicemail,
after the Short Abandon time

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Non ACD calls handled the total number of non-ACD calls

answered

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Report Field Description

Average speed of answer (hh:mm:ss) the average delay before calls were
answered (including time in queue and
ringing time)

Average delay to abandon (hh:mm:ss) the average elapsed time before the call
was abandoned

Average delay to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Totals the total of each of the columns

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Figure 101: Voice DNIS Group Performance by DNIS

8.11 Voice Forecast reports

Forecast reports use historical voice data to predict future traffic volumes, patterns, and
agent requirements.

Effective contact center management involves having the right resources in place at the
right times to handle an accurately forecasted workload at the desired level of service.
The task of estimating resource requirements is particularly challenging as the number
of calls and the total duration of calls expected for a given time interval are difficult to
predict. Finding the right balance between resources and traffic volumes is critical.
Forecasting accurately predicts your resource requirements.

Note:

• You can only generate and view Forecast reports using Microsoft Excel.
• You cannot export a Forecast report to a Workforce Management application.

The Forecast reports are as follows:

• Queue Forecasting

Note:

This report applies to ACD paths only. The report does not apply to Ring Group
data.

• Queue Group Forecasting

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Note:

This report applies to ACD paths only. The report does not apply to Ring Group
data.

8.11.1 Voice Queue and Queue Group Forecasting

The Queue and Queue Group Forecasting reports uses historical data to help you
anticipate the number and distribution of voice agents required to meet your service level
objectives. (See the following figure.)

Note:

• Forecasting reports must be run using historical data up to the present date. A
forecasting report run for a future date will not display data. For more information,
see "Forecasting".
• This report applies to ACD paths only. The report does not apply to Ring Group
agents.

The Queue and Queue Group Forecasting reports provide the following information on
individual agents.

Report Field Description

Average handled the average length of calls during a

specified dayaseQ

Service Level % the number of interactions sent to the

queue that were answered, abandoned,
or interflowed within the specified Service
Level time

Service Level time the threshold time used in calculating the

Queue Service Objective

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Report Field Description

Wrap up time the duration the agent spent in the wrap

up state. Wrap up time does not include
any time spent making or taking calls
during the wrap up timer

Agent efficiency % the percentage of time agents spend on

ACD calls relative to the time agents are
scheduled to work

Activity period the interval of the report

Calls offered the total number of calls offered to the

queue (answered + long abandoned +
interflowed)

Manned agents the average number of agents logged on

for the interval of forecasted time

Agents required the number of agents required to handle

the calls offered

Total the total of each of the columns

Percent the percentages represented by each

column total, for the specific day

Figure 102: Queue Forecasting report

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Conversation Detail reports illustrate, by device, how interactions transition through your
system and provide a high-level view of how customer interactions were handled. For
example, Conversation Detail reports indicate if requeues are occurring or if interactions
are bouncing from queue to queue.

Conversation Detail reports break down interactions into interaction segments,

determined by specific causes. Sample causes include when the interaction was
delivered to the queue, when an employee accepts an interaction, if an employee
declined the interaction, when an employee answered the interaction, and when Account
Codes were entered as the interaction was handled.

To avoid delays in generating this report and any pending reports, we recommend

• Limiting Site and Media Server Conversation Detail reporting to troubleshooting

interaction and traffic issues only
• Limiting the time span for Site and Media Server Conversation Detail reporting to a
single day

Note:

• Conversation Detail reports are available for SIP and multimedia devices. You
must be licensed for SIP and/or Multimedia Contact Center to run Conversation
Detail reports.
• For MiVB platform, voice, email, chat, and SMS data in a single report, run a
Multimedia Trace report
• If you are unable to run a Conversation Detail report with data, ensure the
'Conversation detail reporting' check box is selected for the appropriate media
server (multimedia only). After selecting this check box, data must be summarized
for the applicable date ranges.
• If the report range is greater than one day, the durations on the report show date
and time. If the report is for only one day, the report shows time only.
• For email, interaction segments represent one exchange between agent and
customer. A single interaction will not represent an ongoing email exchange.
• We do not recommend printing this report due to its size. However, if you do wish
to print this report, please modify the size manually as it spans multiple pages.

You can generate Conversation Detail reports on the following devices:

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• Agent Group
• Queue/Queue Group
• Employee/Employee Group

Note:

For Employee Conversation Detail and Multimedia Employee Trace reports, on the
Basic tab, you can select 'Create one report for each of the employee’s supported
media servers; This option creates reports for each of the employee’s media types,
based on the media server to which their devices are associated. An employee-
level report will also be created. Otherwise, a single employee-level report will be
created.

• Site
• Media server
• Account Code/Account Code Group

You can filter Conversation Detail reports to

• Include interaction segments that extend outside the selected date range.
• Include only interaction segments for the selected device (‘Include my details only’).
• Include only specific types of interaction causes (select from ‘Cause’ list provided).
• Include specific interactions using the Conversation ID (enter ID in text field). Filtering
by ID will include all segments associated to the interaction.
• Suppress visual formatting for improved readability if you want to format the report in
Excel.

Filter availability varies by device type.

The following table defines the reasons for a segment that can occur in Conversation
Detail reports. The following figure provides an example of a Conversation Detail report.

Table 11: Conversation Detail Reason type definitions

Reason Description

Queued the interaction was delivered to a queue.

Agent decline an agent declined the interaction.

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Reason Description

Interflow the interaction were redirected to an alternate

answer point, such as another queue.

Requeue the interaction was returned to the queue after

being offered to an agent.

Unavailable the interaction’s destination was unavailable.

Agent answer agent answered the interaction.

for email and SMS, this is when the interaction is

replied to, or classified as junk or requiring no reply,
from the Inbox.

for chat, this is when the interaction is in replied

mode.

Account Code the account code applied to the interaction.

Transfer the interaction was transferred to another

destination.

Complete when the current device's involvement in the

interaction is complete.

Abandon the interaction was abandoned.

not applicable to email and SMS.

Work Timer the Work Timer state was entered.

Conference a conference on the interaction was initiated.

not applicable to email, chat, or SMS.

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Reason Description

Park Email the agent logged out with the email interaction in
the Inbox, if requeue on logout disabled.

Failed the interaction failed to route.

Unknown an unknown reason occurred.

if this segment displays, contact Mitel Technical

Support at 1-800-722-1301 (North American
customers) or your approved Mitel vendor (for
customers residing in Latin America, Europe, the
Middle East, Africa, and Asia Pacific).

The Conversation Detail report provides the following information:

Report Field Description

Media server the media server on which the interaction occurred.

Conversation started the start time of the interaction, based on the first
segment reason for the interaction.

Conversation ended the end time of the interaction, based on the last
segment reason for the interaction.

Segment started the start time of the interaction segment.

Note:
The segment does not necessarily start and
end based on the previous and following
events.

Segment ended the end time of the interaction segment.

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Report Field Description

Note:
The segment end time do not necessarily start
and end based on the previous and following
events.

Reason the reason or cause of the interaction segment.

Notes notes pertaining to the interaction segment.

From the interaction’s originator.

Addressed to the interaction’s original destination.

Directed to the subsequent devices to which the interaction

was directed.

Answered by the device to which the segment applies.

Account Code the account or classification code entered during

the interaction.

Conversation ID the ID associated to an interaction. This field links

interaction segments together.

Figure 103: Conversation Detail report

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9.1 Data Dictionary on Conversation Summary Data

The data table used for storing Conversation Detail reporting data resides in the
CCMStatisticalData catalog of MiContact Center Business SQL Server instance. The
table name is ConversationSummary. This table stores conversation details for both SIP
and MiContact Center Multimedia conversations.

Table 12: Conversation Summary – CCMStatisticalData.dbo.ConversationSummary

Column Name Type Description

ConversationSummaryKey bigint A unique value for each row

and assigned by the MiContact
Center Enterprise Server.

ConversationID nvarchar A unique value assigned to

a complete conversation.
Grouping by this value returns
all the segment details for the
conversation.

For SIP, this is a value generated

by MiContact Center Business
Enterprise Server each time the
summary process completes.

For the multimedia contact

center, this is the ticket number
the agent sees in the multimedia
conversations in Ignite.

ConversationType int A number used to represent the

type of conversation.

Options are 1 ACD, 2 NonACD,

and 3 Outgoing.

ConversationDisposition int A number representing the

type of segment detail. The
ConversationSummary
table can be joined with the
vw_Dispositions view to convert

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Column Name Type Description

the number into an English

representation.

0 Unknown

1 Queued

2 AgentDecline

3 Interflow

4 Requeue

5 Unavailable

6 AgentAnswer

7 EmailPark

8 AccountCode

9 Transfer

10 Complete

11 Abandon

12 Worktimer

13 Failed

14 Conference

15 Outbound

16 Hold

17 Ringing

18 CalledPartyAnswer

19 ClassificationCode

StartTime DateTime The start date and time of the

conversation.

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Column Name Type Description

EndTime DateTime The end date and time of the

conversation.

MediaServerKey uniqueidentifier The ID of the media server for

which the row was generated.

SegmentStartTime DateTime The start date and time for

this segment detail of the
conversation.

SegmentEndTime DateTime The end date and time for

this segment detail of the
conversation.

FromAddresss nvarchar This initiator of the conversation.

For SIP, an example is the ANI of

the caller.

For Email, an example is the

email address of the initiator

FromName nvarchar A name representing the initiator

of the conversation.

For SIP, an example is the caller

id.

For Email, an example is the

name associated with the email
address.

ToKey uniqueidentifier In the event the destination of

the conversation is a configured
entity in YourSite Explorer, this is
the ID of the device.

For example, if the destination

of the incoming conversation

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Column Name Type Description

is a Queue this is the ID of the

queue.

ToName varchar A name representing the

destination of the incoming
conversation.

OriginatingKey uniqueidentifier When a device is ringing, and the

calling device is entity in YourSite
Explorer, this is the ID of the
configured device.

OriginatingParty nvarchar When a device is ringing, this

is the name associated with the
calling device.

AnsweringKey uniqueidentifier If the answering party of the

conversation segment is a device
programmed in YourSite explorer
i.e., agent pkey, queue pkey, this
is the ID of that device.

AnsweringParty nvarchar The id of the device answering

the conversation segment. If
the ConversationDisposition
is Queue, the answering party
the ID of the queue. If the
ConversationDisposition is Agent
Answer, this is the ID of that
device.

AccountCodeKey uniqueidentifier The ID of the account code

entered during the conversation.

For Account Codes, the

SegmentStartTime is the
time the code is entered. The
SegmentEndTime is the time
the conversation completes for
this AnsweringParty or when this

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Column Name Type Description

AnsweringParty enters another

code.

For Classification Codes,

the SegmentStartTime is
the time the queue call was
answered by the first agent. The
SegmentEndTime is the time the
conversation completes for the
current queue.

Note nvarchar For multimedia contact

center this represents a reason
for a segment type.

0 Answered_No_Reply 1

1 Answered_With_Reply

2 InterflowedTo

3 InterflowedFrom

4 UnAvailableRoutedTo

5 UnAvailableRoutedFrom

6 TransferTo

7 TransferFrom

8 Ringing_New

9 Ringing_Continuing

10 Ringing_NewMsg

11 Ringing_ContinuingMsg

12 Answered_JunkMail

13 Ringing_Agent_ReQueued

14 Ringing_Agent_ForceForward

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Column Name Type Description

15
Ringing_System_ForceForward

16 TransferFrom_BySystem

17 RoutingFailure

18 DeletedFromQueue

19 Abandoned

20 Unknown

21 Redirected

22 DeliveredToPreferredAgent

23 ACD_Delivered

24 NonAcdDelivered

25 Picked

26 Queued

27 Ringing_Abandon

28 Declined

29 FailedToEstablish

30 Timeout

31 System

32 TransferToMailbox

For SIP, when the

ConversationDisposition is
ClassificationCode, the note field
contains the time stamp. The
default for the formatting of this
field is yyyy-MM-dd HH:mm:ss.

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Column Name Type Description

GlobalCallIds nvarchar This column contains the call ids

generated by the media server.

CurrentQueueReporting nvarchar This column represents the

current queue to which this
segment applies. This column is
designed to make it easier to find
specific queues without having to
check the OriginatingParty and
AnsweringParty.

CurrentQueueKey uniqueidentifier This column represents the

current queue id as assigned via
YourSite Explorer to which this
segment applies. This column
is designed to make it easier for
finding conversations regarding
the specific queues for custom
queries.

9.1.1 vw_Dispositions
To help simplify understanding the value of the Conversation Disposition, a new SQL
View has been created in the CCMStatisticalData catalog of the MiContact Center
Business SQL Server. This view can be joined with the Conversation Summary data.

Table 13: vw_Dispositions – CCMStatisticalData.dbo.vw_Dispositions

ID Display Description

0 Unknown

1 Queued When a conversation is offered to an ACD queue.

2 Agent Decline When an agent declines a conversation using

Ignite.

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3 Interflow When a conversation is rerouted to another

location. Interflow occurs when there are no agents
available or when the interflow timer expires.

4 Requeue When a conversation is returned to the queue due

to an agent not answering the offered conversation.

5 Unavailable For SIP, if a call is diverted from a queue and it

is outside business hours (otherwise Disposition
would be Interflow).

For the multimedia contact center, when a queue

cleared event is generated with a handle status of
UnAvailableRoutedFrom.

6 AgentAnswer For SIP, when the agents answers the interaction

or retrieves an interaction from hold.

For Multimedia, when the email is replied to.

7 EmailPark When an email is parked due to an Agent logging

out with active email conversations.

8 AccountCode When an agent enters an account code, and

the code is NOT set as a Classification Code in
YourSite Explorer.

9 Transfer When a conversation is transferred to another

device.

10 Complete When this current device’s participation in the

conversation is marked as complete.

11 Abandon When a ringing conversation stops ringing due to a

caller disconnect.

12 Worktimer When an agent has a worktimer. The

SegmentStartTime indicates when the worktimer

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started and SegmentEndTime indicates when the

work timer ended.

13 Failed When the conversation encounters an error during

routing.

14 Conference When a device initiates a conference with another

device.

15 Outbound When a device initiates an outgoing call.

16 Hold When an agent places a call on hold whether for

holding or in the preparation of supervised transfer/
consult.

17 Ringing When a device is ringing with an active

conversation.

18 CalledPartyAnswer When the called party of a NonACD/Out

conversation is answered.

19 ClassificationCode When the code entered is configured in YourSite

Explorer as a Classification code.

9.1.2 SQL Sample - Joining Conversation Summary and

Conversation Disposition

select
ConversationID,
SegmentStartTime,
SegmentEndTime,
d.ConversationDisposition,
c.Display as DispositionName,
FromName,
ToName,
AnsweringParty,
CurrentQueueReporting
from ConversationSummary d
inner join dbo.vw_Dispositions c
on d.ConversationDisposition = c.ID

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 order by ConversationID, SegmentStartTime, SegmentEndTime

Note that inner join between ConversationSummary and vw_Dispostitions is on the

ConversationSummary. ConversationDisposition = vw_Dispositions.ID. This query shows
the ConversationSummary's value as ConversationDisposition and the vw_Dispositions
as DispositionName

Output - Joining Conversation Summary and Conversation Disposition

Figure 104: Output - Joining Conversation Summary and Conversation Disposition

 10 Email Reports

Email reports provide email statistics on agents, agent groups, queues, and queue
groups. You can create on-demand and scheduled reports.

You can optionally configure email reports to exclude junk mail from email Handled and
Completed counts. For more information, see the following Mitel Knowledge Base article:
https://mitel.custhelp.com.

To run Conversation Detail reports for email devices, go to Reporter > Conversation
Detail. For more information on Conversation Detail reports, see "Conversation Detail
reports".

Email reports include

• Agent reports
• Queue reports

10.1 Email Agent Reports

Agent and Agent group reports provide statistics based on agents and agent group
activity.

The Agent reports are listed below

• Performance reports

• Agent and Agent Group by Make Busy Code

• Agent and Agent Group Performance by Account Code
• Agent and Agent Group Performance by Period
• Agent Group Performance by Agent
• Event reports

• Agent and Agent Group Event by Period (hh:mm:ss) (You cannot generate this
report over midnight.)

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Note:

If you are running a report on an agent group that has non-email agents, the
statistical values in the generated report will be for email agents only.

10.1.1 Email Agent and Agent Group by Make Busy Code

The Email Agent and Agent Group by Make Busy Code reports show the frequency and
duration in which email agents and agent group are in Make Busy. (See the following
figure.)

The Email Agent and Agent Group by Make Busy Code reports provide the following
information:

Report Field Description

Reporting the number for the Make Busy code

Name the name of the Make Busy code

Make Busy count the total number of times the Make Busy
state was entered

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Totals the total of each of the columns

Figure 105: Email Agent Group by Make Busy Code

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10.1.2 Email Agent and Agent Group Performance by

Account Code
The Email Agent and Agent Group Performance by Account Code reports show the
Account Codes entered by the email agent and the email agent group. (See the following
figure.)

The Email Agent and Agent Group Performance by Account Code reports provide the
following information:

Report Field Description

Reporting the Account Code’s reporting number

Full name the name of the Account Code

Number of Codes entered the number of Account Codes entered

Total duration (hh:mm:ss) the duration of the Account Codes, from

when the email is opened (or from the last
time an Account Code was entered for an
email) until an account code is entered
(including hold time)

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Totals the total of each of the columns

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Figure 106: Email Agent Group Performance by Account Code

10.1.3 Email Agent and Agent Group Performance by

Period
The Email Agent and Agent Group Performance by Period reports show the email
handling performance of agents across 15-, 30-, or 60- minute intervals, or by Day of
Week, Day of Month, and Month, for the activity period specified. (See the following
figure.)

Note:

'Handling time' in the Email Agent Group Performance by Agent report may not
align with ‘ACD handled time’ in the Email Agent and Agent Group Performance by
Period reports. In the Email Agent Group Performance by Agent report, the ‘Handling
time’ calculation takes into account an agent’s overriding state. ‘ACD handled time’
in these reports do not. For example, if an agent responding to an email receives
another email, their state will change from ‘ACD’ to ‘Ringing’. 'Handling time' in the
Agent Group Performance by Agent report will not be calculated while the agent is in
Ringing, but 'ACD handled time' will.

The Email Agent and Agent Group Performance by Period report provides the following
information:

Report Field Description

Activity period the interval of the report in hours and

minutes

Opened the number of interactions put into

reply mode. It also includes interactions
classified as junk or requiring no reply,
from the Inbox

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Report Field Description

Completed the number of interactions replied to or

transferred. It also includes interactions
classified as junk or requiring no reply,
from the Inbox

Requeued the number of interactions sent back to

the queue after being offered to the agent

for email, these are Conversations that

the agent declined or did not open before
the requeue timer expired , or interactions
that were requeued after being on hold
past the permitted time. Conversations
can also requeue if the agent logs out
while the Conversation is in the Inbox.

Junk the number of interactions classified as

junk

No reply needed the number of interactions classified as

requiring no reply

Account Codes entered the number of Account Codes entered

Average ACD offered time (hh:mm:ss) the average time taken to put offered
interactions into reply mode or to classify
interactions as junk or requiring no reply,
from the Inbox

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Report Field Description

Note:

This statistic includes time the

interaction spent in queue before
being sent to an agent, during the
configured business hour schedule.
Time spent in queue or ringing on the
agent outside business hours is not
included. Service level calculations
only include time during business
schedule.

ACD handled time (hh:mm:ss) the amount of time, excluding hold, spent
completing interactions sent to the queue

for email, this is the time taken to reply to,

transfer, or classify the interaction as junk
or requiring no reply

ACD hold time (hh:mm:ss) the total time for which interactions were
put on hold

ACD completed time (hh:mm:ss) the total amount of time, including hold,
spent connected to interactions

Average ACD completed time (hh:mm:ss) the average amount of time, including
hold, spent connected to interactions

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

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Report Field Description

Totals the total of each of the columns

Figure 107: Email Agent Performance by Period

10.1.4 Email Agent Group Performance by Agent

The Email Agent Group Performance by Agent report shows the workload distribution
across the agents in an agent group for the shift duration and day(s) you specify. It
reports the email statistics in hours, minutes, and seconds, and provides email counts
across agents. (See the following figure.)

The Email Agent Group Performance by Agent Report provides the following information
for individual agents in the group:

Report Field Description

Reporting the agent ID entered by the agent

Full name the agent’s name

Opened the total number of emails opened for the

period (and then replied to, transferred,
or put on hold) - these emails may not
have been completed during the reporting
period

Completed the total number of emails answered

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Report Field Description

Requeued the number of requeues at the agent's

position - if an agent fails to answer an
email, the system places the email back in
the same queue and it is answered by the
first available agent

Junk the number of interactions classified as

junk

No reply needed the number of interactions classified as

requiring no reply

Account Codes entered the number of Account Codes entered

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Handling time (hh:mm:ss) the total duration of emails, from when

the email is opened until it is completed
(excluding hold time)

Hold time (hh:mm:ss) the total time for which interactions were
put on hold

Completed duration (hh:mm:ss) the total duration of emails, from when

the email is opened until it is replied to
(including hold time)

Average completed duration (hh:mm:ss) the average duration of emails, from when
the email is opened until it is replied to
(including hold time)

Percent of shift the percentage of shift time representing

ACD activity through the ACD completed
statistic - since emails can be open or
on hold for longer than an agent’s shift

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Report Field Description

boundary, this percentage can exceed

100%

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Percent of shift the percentage of shift time representing

Make Busy activity

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Percent of shift the percentage of shift time representing

system Make Busy activity

Totals the total of each of the columns

Figure 108: Email Agent Group Performance by Agent

10.1.5 Email Agent and Agent Group Event by Period

(hh:mm:ss)
The Email Agent Event by Period (hh:mm:ss) report displays log on and log off times
for the email agent and the total duration the agent spent in various agent states for the

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Email Reports

day(s) you specify. It reports the email statistics in hours, minutes, and seconds and
provides email counts for the agent.

The Email Agent Group Event by Period (hh:mm:ss) report displays log on and log off
times for the members of the email agent group and the total duration each agent of the
agent group spent in various agent states for the day(s) you specify. It reports the email
statistics in hours, minutes, and seconds and provides email counts for the agent. (See
the following figure.)

The Email Agent Event by Period (hh:mm:ss) report is truncated to the first 1000 records.
It provides the following information:

Report Field Description

Login date/time the date and time the agent logged into
Multimedia Contact Center

Logout date/time the date and time at which the email agent
either last logged out of the system or last
performed an event (for example, went
into Make Busy)

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive email interactions

Ringing time (hh:mm:ss) the amount of time that email interactions

were in the agent’s Inbox before being
opened

Opened the total number of emails opened for the

period (and then replied to, transferred,
or put on hold) - these emails may not
have been completed during the reporting
period

Completed the total number of emails the agent

answered

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Report Field Description

Handling time (hh:mm:ss) the total duration of emails, from when

the email is opened until it is completed
(excluding hold time)

Hold time (hh:mm:ss) the total time for which interactions were
put on hold

Completed duration (hh:mm:ss) the total duration of emails, from when

the email is opened until it is replied to
(including hold time)

Average completed duration the average duration of emails, from when

the email is opened until it is replied to
(including hold time)

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Make Busy count the total number of times the Make Busy
state was entered

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Average system Make Busy time the average duration the agent spent in
(hh:mm:ss) the system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

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Email Reports

Report Field Description

System Make Busy count the total number of times the Make
Busy state was entered. This type of
Make Busy cannot be set by an agent or
supervisor

Total DND time (hh:mm:ss) the total time that the agent spent in a Do
Not Disturb state

Average DND time (hh:mm:ss) the average time that the agent spent in a
Do Not Disturb state

DND count the number of times that the agent

entered Do Not Disturb

Wrap up time (hh:mm:ss) the time the agent spent in a Work Timer
state, for the media type

Average wrap up time (hh:mm:ss) the average time the agent spent in a
Work Timer state, for the media type

Wrap up count the number of times that the agent

entered Work Timer, for the media type

Totals the total of each of the columns

The Email Agent Group Event by Period (hh:mm:ss) report provides the following
information:

Figure 109: Email Agent Event by Period (hh:mm:ss)

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10.2 Email queue reports

Queue and queue group reports provide statistics on queues and queue groups that
reflect email behavior and the service experienced by customers who contact you by
email.

The Queue reports are listed below:

• Performance reports

• Queue and Queue Group Performance by Account Code

• Queue Performance by Agent
• Queue and Queue Group Performance by Period
• Queue Group Performance by Queue
• Spectrum reports: The spectrum reports provide a frequency distribution of emails
answered or interflowed based on a defined time scale.

• Queue and Queue Group Answer Spectrum by Period

• Queue and Queue Group Handle Spectrum by Period
• Queue and Queue Group Interflow Spectrum by Period
• Queue Group Answer Spectrum by Queue
• Queue Group Handle Spectrum by Queue
• Queue Group Interflow Spectrum by Queue

Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• If you are running a report on a queue group that has non-email queue members,
the statistical values in the generated report will be for email queues only.

10.2.1 Email Queue and Queue Group Performance by

Account Code
The Email Queue and Queue Group Performance by Account Code reports show the
email performance of a queue or queue group for account codes and therefore permits
comparison of the queue or queue group’s performance for each account code. (See the
following figure.)

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The Email Queue and Queue Group Performance by Account Code reports provides the
following information:

Report Field Description

Reporting the Account Code's reporting number

Full name the name of the Account Code

Number of Codes entered the number of times the Account Code

was entered

Total duration (hh:mm:ss) the total time, including hold, between

when an Account Code was entered
and when the interaction was either
completed, tagged with another Code, or
when the agent logged off

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Totals the total of each of the columns

Figure 110: Email Queue Performance by Account Code

10.2.2 Email Queue Performance by Agent

The Email Queue Performance by Agent report shows the email performance of each
agent and therefore permits comparison of one agent’s performance against other
agents’ performances. (See the following figure.)

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Note:

Members answering emails, taking transferred emails from the queue will appear in
this report even if the member is not associated to the queue or the queue group on
which you are reporting.

The Email Queue Performance by Agent report provides the following information:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Opened the total number of emails opened for the

period (and then replied to, transferred,
or put on hold) - these emails may not
have been completed during the reporting
period

Completed the total number of emails answered

Requeued the number of requeues at the agent's

position - if an agent fails to answer an
email, the system places the email back in
the same queue and it is answered by the
first available agent

Junk the number of interactions that were

tagged as junk mail and removed from the
queue

No reply needed the number of emails that did not require

a reply - these are included in the opened
and completed statistics

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Report Field Description

Account Codes entered the number of Account Codes entered

Handling time (hh:mm:ss) the total duration of emails, from when

the email is opened until it is completed
(excluding hold time)

Average handling time (hh:mm:ss) the average duration of emails, from when
the email is opened until it is completed
(excluding hold time)

Hold time (hh:mm:ss) the total time for which interactions were
put on hold

Average hold time (hh:mm:ss) the average duration of emails, from when
the email is opened until it is completed
(including hold time)

Completed duration (hh:mm:ss) the total duration of emails, from when

the email is opened until it is replied to
(including hold time)

Average completed duration (hh:mm:ss) the average duration of emails, from when
the email is opened until it is replied to
(including hold time)

Totals the total of each of the columns

Figure 111: Email Queue Performance by Agent

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10.2.3 Email Queue and Queue Group Performance by

Period
The Email Queue and Queue Group Performance by Period reports show the email
activity of a queue or queue group across 15-, 30-, or 60-minute intervals for the shift
duration and day(s) you specify. (See the following figure.)

The Email Queue and Queue Group Performance by Period reports provides the
following information:

Report Field Description

Activity period the interval of the report

Delivered to queue the total number of emails offered to the

queue (handled + interflowed)

Handled the total number of emails opened for the

period (and then replied to, transferred,
or put on hold) - these emails may not
have been completed during the reporting
period

Completed the total number of emails answered

Interflowed the number of emails redirected from

the queue to an alternate answer point,
such as another queue or external email
address

Requeued the number of requeues at the agent's

position - if an agent fails to answer an
email, the system places the email back in
the same queue and it is answered by the
first available agent

Unavailable not applicable to email

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Report Field Description

Continuing case the total number of emails delivered that

continued from previous cases

Transferred received the number of emails transferred to this

queue

Transferred out to agents the number of emails transferred from this

queue to an email agent

Transferred out to queues the number of emails transferred from this

queue to a different email queue

Transferred out to other the number of emails transferred from this

queue to a non ACD email address

Junk the number of interactions that were

tagged as junk mail and removed from the
queue

No reply needed the number of emails that did not require

a reply - these are included in the opened
and completed statistics

Answered by ACD group 1 the number of emails answered by the

first answer point

Answered by ACD group 2 the number of emails answered by the

second answer point

Answered by ACD group 3 the number of emails answered by the

third answer point

Answered by ACD group 4 the number of emails answered by the

fourth answer point

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Report Field Description

Note:

If more than four overflow answer

points are configured, interactions
answered by the fifth, sixth, etc.
answer points are included in this
statistic.

Average speed of open (hh:mm:ss) the average elapsed time before the email
was opened

Average delay to interflow (hh:mm:ss) the average elapsed time before the email
was interflowed

Handling time (hh:mm:ss) the amount of time, including hold, spent

completing interactions sent to the queue

Hold time (hh:mm:ss) the total time for which interactions sent to
the queue were put on hold

Completed duration (hh:mm:ss) the total duration of emails, from when

the email is opened until it is replied to
(including hold time)

Average completed duration (hh:mm:ss) the average duration of emails, from when
the email is opened until it is replied to
(including hold time)

Service Level % the percentage of interactions handled

within the Service Level time, as specified
for the queue

Answer % the percentage of offered emails

answered

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Report Field Description

Totals the total of each of the columns

Figure 112: Email Queue Performance by Period

10.2.4 Email Queue Group Performance by Queue

The Email Queue Group Performance by Queue report compares the workload
distribution across the queues in a queue group for the specified reporting period. It
reports the email statistics in hours, minutes, and seconds, and provides email counts
across queues. (See the following figure.)

The Email Queue Group Performance by Queue report provides the following
information:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Delivered to queue the total number of emails offered to the

queue (handled + interflowed)

Handled the total number of emails opened for the

period (and then replied to, transferred,
or put on hold) - these emails may not
have been completed during the reporting
period

Completed the total number of emails answered

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Report Field Description

Interflowed the number of emails redirected from

the queue to an alternate answer point,
such as another queue or external email
address

Junk the number of interactions that were

tagged as junk mail and removed from the
queue

Service Level count the total number of emails answered

within the specified Service Level time

Requeued the number of requeues at the agent's

position - if an agent fails to answer an
email, the system places the email back in
the same queue and it is answered by the
first available agent

Unavailable not applicable to email

Continuing case the total number of emails delivered that

continued from previous cases

Transferred received the number of emails transferred to this

queue

Transferred out to agents the number of emails transferred from this

queue to an email agent

Transferred out to queues the number of emails transferred from this

queue to a different email queue

Transferred out to other the number of emails transferred from this

queue to a non ACD email address

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Report Field Description

No reply needed the number of emails that did not require

a reply - these are included in the opened
and completed statistics

1
the number of emails answered by the
Answered by ACD group first answer point

Answered by ACD group 2 the number of emails answered by the

second answer point

Answered by ACD group 3 the number of emails answered by the

third answer point

Answered by ACD group 4 the number of emails answered by the

fourth answer point

Note:

If more than four overflow answer

points are configured, interactions
answered by the fifth, sixth, etc.
answer points are included in this
statistic.

Average speed of open (hh:mm:ss) the average elapsed time before the email
was opened

Average delay to interflow (hh:mm:ss) the average elapsed time before the email
was interflowed

Handling time (hh:mm:ss) the total duration of emails, from when

the email is opened until it is completed
(excluding hold time)

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Report Field Description

Hold time (hh:mm:ss) the total time for which interactions sent to
the queue were put on hold

Completed duration (hh:mm:ss) the total duration of emails, from when

the email is opened until it is replied to
(including hold time)

Average completed duration (hh:mm:ss) the average duration of emails, from when
the email is opened until it is replied to
(including hold time)

Service Level % the percentage of interactions handled

within the Service Level time, as specified
for the queue

Answer % the percentage of offered emails

answered

Totals the total of each of the columns

Figure 113: Email Queue Group Performance by Queue

10.2.5 Email Queue and Queue Group Answer Spectrum

by Period
The Email Queue and Queue Group Answer Spectrum by Period reports provide
a frequency distribution of emails answered for queues and queue groups, across
intervals, for the specified period. (See the following figure.)

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Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Email Queue and Queue Group Answer
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Opened the number of interactions that agents

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

Maximum time to open (hh:mm:ss) the maximum delay before the interaction
was opened

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Email Queue Answer Spectrum by Period report provide a
frequency distribution of email patterns based on the time scale defined for the queue
in YourSite Explorer. For each time period, the Count <=X Minutes field reflects the total
number of emails for that interval and all preceding intervals. Queue spectrum values
that cannot be rounded to whole minute values will display as decimal values with 2
places in the Count <=X Minutes report fields.

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The remaining fields of the Email Queue Group Answer Spectrum by Period report
provide a frequency distribution of emails patterns based on a defined time scale
(Spectral Interval 1-10). The Spectrum Interval field reflects the total number of emails
for that interval and all preceding intervals. The % of contacts opened field reflects the
percentage of emails for that interval and all preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x min field reflects the
total number of emails for that interval and all preceding intervals.
• For the >120 minutes' time period, the Count < x min field reflects the total number
of emails for that interval only.
• The % of Total field reflects the percentage of emails for that interval and all
preceding intervals.

Figure 114: Email Queue Answer Spectrum by Period

10.2.6 Email Queue and Queue Group Handle Spectrum by

Period
The Email Queue and Queue Group Handle Spectrum by Period reports provide a
frequency distribution of emails handled for queues and queue groups, across intervals,
for the specified period. (See the following figure.)

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Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Email Queue and Queue Group Handle
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Handled the number of interactions replied to or

transferred. It also includes interactions
classified as junk or requiring no reply
from the Inbox

Maximum duration (hh:mm:ss) the duration of the longest email reply

for the period. The duration is calculated
from the time the email is put into reply
mode until the reply is sent, the email is
transferred, or until the email is classified
as junk or requiring no reply

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Email Queue Handle Spectrum by Period provide a frequency
distribution of email patterns based on the time scale defined for the queue in YourSite

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Explorer. For each time period, the Count <=X Minutes field reflects the total number of
emails for that interval and all preceding intervals. Queue spectrum values that cannot be
rounded to whole minute values will display as decimal values with 2 places in the Count
<=X Minutes report fields.

The remaining fields of the Email Queue Group Handle Spectrum by Period report
provide a frequency distribution of email patterns based on a defined time scale
(Spectral Interval 1-10). The Spectrum Interval field reflects the total number of emails
for that interval and all preceding intervals. The % of contacts handled field reflects the
percentage of emails for that interval and all preceding intervals.

Note:

• For each time period, except > 541 seconds, the Count < x min field reflects the
total number of emails for that interval and all preceding intervals.
• For the >541 minutes' time period, the Count < x min field reflects the total number
of emails for that interval only.
• The % of Total field reflects the percentage of emails for that interval and all
preceding intervals.

Figure 115: Email Queue Handle Spectrum by Period

10.2.7 Email Queue and Queue Group Interflow Spectrum

by Period
The Email Queue and Queue Group Interflow Spectrum by Period reports provide a
frequency distribution of emails interflowed across queues and queue groups. The data
displays in intervals for the specified period. (See the following figure.)

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Note:
In Release 7.0,‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been
added to the Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x
converts Spectrum by Day of Week reports into Spectrum by Period reports, with
data displaying by day of week intervals.

The following are the first three fields of the Email Queue and Queue Group Interflow
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Interflowed the number of emails redirected from

the queue to an alternate answer point,
such as another queue or external email
address

Maximum delay to interflow (hh:mm:ss) the maximum delay before the interaction
was interflowed

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Email Queue Interflow Spectrum by Period provide a
frequency distribution of email patterns based on the time scale defined for the queue
in YourSite Explorer. For each time period, the Count <=X Minutes field reflects the total
number of emails for that interval and all preceding intervals. Queue spectrum values
that cannot be rounded to whole minute values will display as decimal values with 2
places in the Count <=X Minutes report fields.

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The remaining fields of the Email Queue Group Interflow Spectrum by Period report
provide a frequency distribution of email patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of emails for that
interval and all preceding intervals. The % of contacts interflowed field reflects the
percentage of emails for that interval and all preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x min field reflects the
total number of emails for that interval and all preceding intervals.
• For the >120 minutes’ time period, the count < x min field reflects the number of
emails for that interval only.
• The % of Total field reflects the percentage of emails for that interval and all
preceding intervals.

Figure 116: Email Queue Group Interflow Spectrum by Period

10.2.8 Email Queue Group Answer Spectrum by Queue

The Email Queue Group Answer Spectrum by Queue report provides a frequency
distribution of emails for a queue group across intervals from 1-10. (See the following
figure.)

The following are the first three fields of the Email Queue Group Answer Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

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Report Field Description

Opened the number of interactions that agents

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

Maximum time to open (hh:mm:ss) the maximum delay before the interaction
was opened

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Email Queue Group Answer Spectrum by Queue report
provide a frequency distribution of email patterns based on a defined time scale
(Spectral Interval 1-10). The Spectrum Interval field reflects the total number of emails
for that interval and all preceding intervals. The % of contacts opened field reflects the
percentage of emails for that interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of emails for that interval only.

Figure 117: Email Queue Group Answer Spectrum by Queue

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10.2.9 Email Queue Group Handle Spectrum by Queue

The Email Queue Group Handle Spectrum by Queue report provides a frequency
distribution of emails for a queue group across intervals from 1-10. (See the following
figure.)

The following are the first three fields of the Email Queue Group Handle Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Handled the number of interactions replied to or

transferred. It also includes interactions
classified as junk or requiring no reply
from the Inbox

Maximum duration (hh:mm:ss) the duration of the longest email reply

for the period. The duration is calculated
from the time the email is put into reply
mode until the reply is sent, the email is
transferred, or until the email is classified
as junk or requiring no reply

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Email Queue Group Handle Spectrum by Queue report
provide a frequency distribution of email patterns based on a defined time scale
(Spectral Interval 1-10). The Spectrum Interval field reflects the total number of emails

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for that interval and all preceding intervals. The % of contacts handled field reflects the
percentage of emails for that interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of email for that interval only.

Figure 118: Email Queue Group Handle Spectrum by Queue

10.2.10 Email Queue Group Interflow Spectrum by Queue

The Email Queue Group Interflow Spectrum by Queue report provides a frequency
distribution of emails for a queue group across intervals from 1-10. (See the following
figure.)

The following are the first three fields of the Email Queue Group Interflow Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Interflowed the number of emails redirected from

the queue to an alternate answer point,
such as another queue or external email
address

Maximum delay to interflow (hh:mm:ss) the maximum delay before the interaction
was interflowed

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Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Email Queue Group Interflow Spectrum by Queue report
provide a frequency distribution of email patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of emails for that
interval and all preceding intervals. The % of contacts interflowed field reflects the
percentage of emails for that interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of emails for that interval only.

Figure 119: Email Queue Group Interflow Spectrum by Queue

 11 Chat reports

Chat reports provide chat statistics on agents, agent groups, queues, and queue groups.
Also, you can create on-demand and scheduled reports for over-midnight shifts.

To run Conversation Detail reports for chat devices, go to Reporter > Conversation
Detail. For more information on Conversation Detail reports, see "Conversation Detail
reports".

Chat reports include

• Agent reports
• Queue reports

11.1 Chat agent reports

Agent and Agent Group reports provide statistics based on the activity of agents and
agent groups.

The Agent reports are listed below:

• Performance reports

• Agent and Agent Group by Make Busy Code

• Agent and Agent Group Performance by Account Code
• Agent and Agent Group Performance by Period
• Agent Group Performance by Agent
• Event reports

• Agent and Agent Group Event by Period (hh:mm:ss) (You cannot generate this
report over midnight.)

Note:

If you are running a report on an agent group that has non-chat agents, the statistical
values in the generated report will be for chat agents only.

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11.1.1 Chat Agent and Agent Group by Make Busy Code

The Chat Agent and Agent Group by Make Busy Code reports show the frequency and
duration the chat agent and chat agent group is in Make Busy. (See the following figure.)

The Chat Agent and Agent Group by Make Busy Code reports provide the following
information:

Report Field Description

Reporting the number for the Make Busy code

Name the name of the Make Busy code

Make Busy count the total number of Make Busy codes

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Totals the total of each of the columns

Figure 120: Chat Agent Group by Make Busy Code

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11.1.2 Chat Agent and Agent Group Performance by

Account Code
The Chat Agent and Agent Group Performance by Account Code report shows the chat
Account Codes entered. (See the following figure.)

The Chat Agent and Agent Group Performance by Account Code report provides the
following information:

Report Field Description

Reporting the Account Code's reporting number

Full name the name of the Account Code

Number of Codesentered the number of Account Codes entered

Total duration (hh:mm:ss) the total time, including hold, between

when an Account Code was entered
and when the interaction was either
completed, tagged with another Code, or
when the agent logged off

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Report Field Description

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Totals the total of each of the columns

Figure 121: Chat Agent Group Performance by Account Code

11.1.3 Chat Agent and Agent Group Performance by Period

The Chat Agent and Agent Group Performance by Period reports show the chat handling
performance of agents across 15-, 30-, or 60- minute intervals, or by Day of Week, Day
of Month, and Month, for the activity period specified. (See the following figure.)

Note:

‘Handling time’ in the Chat Agent Group Performance by Agent report may not align
with ‘ACD handled time’ in these reports. In the Chat Agent Group Performance by
Agent report, the ‘Handling time’ calculation takes into account an agent’s overriding
state. ‘ACD handled time’ in these reports does not. For example, if an agent
responding to a chat receives another chat, their state will change from ‘ACD’ to
‘Ringing’. 'Handling time' in the Agent Group Performance by Agent report will not be
calculated while the agent is in Ringing, but 'ACD handled time' will.

Report Field Description

Activity period the interval of the report in hours and

minutes

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Report Field Description

Completed the number of chat sessions closed and

transferred, not including chat sessions
abandoned by customers

Requeued the number of interactions sent back to

the queue after being offered to the agent

for chat, these are Conversations that the

agent declined or did not open before the
requeue timer expired, or interactions that
were requeued after being on hold past
the permitted time. Conversations can
also requeue if the agent logs out while
the Conversation is in the Inbox

Account Codes entered the number of Account Codes entered

Average ACD offered time (hh:mm:ss) the average time taken to put offered
chats into reply mode

ACD handled time (hh:mm:ss) the amount of time, excluding hold, spent
completing interactions sent to the queue

for chat, this is the time taken to close or

transfer a chat session

ACD hold time (hh:mm:ss) the total time for which interactions were
put on hold

ACD completed time (hh:mm:ss) the total amount of time, including hold,
spent connected to interactions

Average ACD completed time (hh:mm:ss) the average amount of time, including
hold, spent connected to interactions

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Report Field Description

Note:

This statistic includes time the

interaction spent in queue before
being sent to an agent, during the
configured business hour schedule.
Time spent in queue or ringing on the
agent outside business hours is not
included. Service level calculations
only include time during business
schedule.

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Totals the total of each of the columns

Figure 122: Chat Agent Performance by Period

11.1.4 Chat Agent Group Performance by Agent

The Chat Agent Group Performance by Agent report shows the workload distribution
across the agents in an agent group for the shift duration and day(s) you specify. It

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reports the chat statistics in hours, minutes, and seconds, and provides interaction
counts across agents. (See the following figure.)

The Chat Agent Group Performance by Agent report provides the following information:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Opened the number of chats answered

Requeued the total number of requeues at the

agent's position - if an agent fails to
answer a chat, the system places the
chat back in the same queue and it is
answered by the first available agent

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive chat interactions

Account Codes entered the number of Account Codes entered

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Handling time (hh:mm:ss) the total duration of chats

Average handling time (hh:mm:ss) the average duration of chats

Percent of shift the percentage of shift time representing

chat activity (total shift time is ACD activity
+ make busy)

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Report Field Description

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Percent of shift the percentage of shift time representing

Make Busy activity

Total system Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Percent of shift the percentage of shift time representing

system Make Busy activity

Totals the total of each of the columns

Figure 123: Chat Agent Group Performance by Agent

11.1.5 Chat Agent and Agent Group Event by Period

(hh:mm:ss)
The Chat Agent Event by Period (hh:mm:ss) report displays log on and log off times for
the agent and the total duration the agent spent in various agent states for the day(s) you
specify. It reports the chat statistics in hours, minutes, and seconds and provides chat
counts for the agent. (See the following figure.)

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The Chat Agent Group Event by Period (hh:mm:ss) report displays log on and log off
times for the agent group and the total duration the agent group spent in various agent
states for the day(s) you specify. It reports the chat statistics in hours, minutes, and
seconds and provides chat counts for the agent.

The Chat Agent Event by Period (hh:mm:ss) report is truncated to the first 1000 records.
It provides the following information:

Report Field Description

Login date/time the date and time at which the chat agent
logged into the system

Logout date/time the date and time at which the chat agent
either last logged out of the system or last
performed an event (for example, went
into Make Busy)

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration the agent was logged on
and available to receive chat interactions

Ringing time (hh:mm:ss) the amount of time that chat interactions

were in the agent’s Inbox before being
opened

Completed the number of chat sessions closed and

transferred, not including chat sessions
abandoned by customers

Completed contacts < short handle time the number of interactions closed or
transferred before the queue's Short
handle less than time, as configured in
YourSite Explorer. This is the last queue
the interaction touched. The default is 20
seconds.

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Report Field Description

Handling time (hh:mm:ss) the total duration of chats

Average handling time (hh:mm:ss) the average duration of chats

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Make Busy count the total number of times the agent

entered the Make Busy state

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Average system Make Busy time the average duration the agent spent in
(hh:mm:ss) the system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

System Make Busy count the total number of times the Make
Busy state was entered. This type of
Make Busy cannot be set by an agent or
supervisor

Total DND time (hh:mm:ss) the total time that the agent spent in a Do
Not Disturb state

Average DND time (hh:mm:ss) the average time that the agent spent in a
Do Not Disturb state

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Report Field Description

DND count the number of times that the agent

entered Do Not Disturb

Wrap up time (hh:mm:ss) the time the agent spent in a Work Timer
state, for the media type

Average wrap up time (hh:mm:ss) the average time the agent spent in a
Work Timer state, for the media type

Wrap up count the number of times that the agent

entered Work Timer, for the media type

Totals the total of each of the columns

The Chat Agent Group Event by Period (hh:mm:ss) report compares the total duration
agents spent in various agent states, for the agent group and day(s) you specify. It
reports the chat statistics in hours, minutes, and seconds. It also compares chat counts
across agents.

The Chat Agent Group Event by Period (hh:mm:ss) report provides the following
information:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Total shift time (hh:mm:ss) the total time the agent spent logged into
the system, for the reporting period

Idle time (hh:mm:ss) the total duration agents are logged on

and available to receive chats

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Report Field Description

Ringing time (hh:mm:ss) the total duration before the chats were
opened

Handled the total number of chats the agent

opened

Completed contacts < short handle time the number of interactions closed or
transferred before the queue's Short
handle less than time, as configured in
YourSite Explorer. This is the last queue
the interaction touched. The default is 20
seconds.

Handling time (hh:mm:ss) the total duration of chats

Average handling time (hh:mm:ss) the average duration of chats

Total Make Busy time (hh:mm:ss) the total duration the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Average Make Busy time (hh:mm:ss) the average duration the agent spent in
the Make Busy state, controlled by the
agent or the supervisor

Make Busy count the total number of times agents entered

the Make Busy state

System Make Busy time (hh:mm:ss) the total duration the agent spent in the
system Make Busy state

Average system Make Busy time the average duration the agent spent in
(hh:mm:ss) the system Make Busy state

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Report Field Description

System Make Busy count the total number of times the agent
entered the system Make Busy state

Total DND time (hh:mm:ss) the total time that agents in the agent
group spent in a Do Not Disturb state

Average DND time (hh:mm:ss) the average time that agents in the agent
group spent in a Do Not Disturb state

DND count the number of times that agents in the

agent group entered Do Not Disturb

Wrap up time (hh:mm:ss) the time that agents in the agent group
spent in a Work Timer state, for the media
type

Average wrap up time (hh:mm:ss) the average time the agents in the agent
group spent in a Work Timer state, for the
media type

Wrap up count the number of times that agents in the

agent group entered Work Timer, for the
media type

Totals the total of each of the columns

Figure 124: Chat Agent Event by Period (hh:mm:ss)

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11.2 Chat queue reports

Queue and Queue Group reports provide statistics on queues and queue groups that
reflect chat behavior and the service experienced by clients.

The spectrum reports provide a frequency distribution of chats abandoned, answered, or

interflowed based on a defined time scale.

The Queue reports are listed below:

• Performance reports

• Queue and Queue Group Performance by Account Code

• Queue Performance by Agent
• Queue and Queue Group Performance by Period
• Queue Group Performance by Queue
• Spectrum reports. The spectrum reports provide a frequency distribution of chats
answered or interflowed based on a defined time scale.

• Queue and Queue Group Abandon Spectrum by Period

• Queue and Queue Group Answer Spectrum by Period
• Queue and Queue Group Handle Spectrum by Period
• Queue and Queue Group Interflow Spectrum by Period
• Queue Group Abandon Spectrum by Queue
• Queue Group Answer Spectrum by Queue
• Queue Group Handle Spectrum by Queue
• Queue Group Interflow Spectrum by Queue

Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• If you are running a report on a queue group that has non-chat queue members,
the statistical values in the generated report will be for chat queues only.

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11.2.1 Chat Queue and Queue Group Performance by

Account Code
The Chat Queue and Queue Group Performance by Account Code reports display
Account Code statistics summarized by queue and queue group, respectively.
Supervisors can use this report to determine how interactions are being categorized, and
correlate queue or queue group traffic to the services, groups, or other elements of the
organization that the Account Code represents. Supervisors can also use this report to
determine how much of the time spent handling the interaction pertained to the Account
Code subject. (See the following figure.)

The Chat Queue and Queue Group Performance by Account Code report provides the
following information.

Report Field Description

Reporting the Account Code’s reporting number

Full name the name of the Account Code

Number of Codes entered the number of times the Account Code

was entered while working on interactions
for the queues in this group

Total duration (hh:mm:ss) the total time, including hold, between

when an Account Code was entered
and when the interaction was either
completed, tagged with another Code, or
when the agent logged off

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Totals the total of each of the columns

Figure 125: Chat Queue Group Performance by Account Code

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11.2.2 Chat Queue Performance by Agent

The Chat Queue Performance by Agent report shows handling statistics for agents
answering interactions for chat queues. (See the following figure.)

Note:

Members answering chats, taking transferred chats from the queue will appear in
this report even if the member is not associated to the queue or the queue group on
which you are reporting.

The Chat Queue Performance by Agent report provides the following information.

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Opened the number of interactions sent to the

queue that were put into reply mode

Completed the number of interactions sent to the

queue that the agent completed

for chat, this is the number of chat

sessions closed and transferred, not
including chat sessions abandoned by
customers

Requeued the number of interactions sent back to

the queue after being offered to the agent

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Report Field Description

for chat, these are Conversations that the

agent declined or did not open before the
requeue timer expired , or interactions that
were requeued after being on hold past
the permitted time. Conversations can
also requeue if the agent logs out while
the Conversation is in the Inbox

Account Codes entered the number of Account Codes entered

during chat interactions

Handling time (hh:mm:ss) the total amount of time, excluding hold,

spent connected to interactions before the
chat sessions were closed or transferred

Average handling time (hh:mm:ss) the average amount of time, excluding

hold, that the agent spent connected to
interactions before the chat sessions were
closed or transferred

Hold time (hh:mm:ss) the total time for which interactions were
put on hold

Average hold time (hh:mm:ss) the average time for which the agent put
interactions on hold

Completed duration the total amount of time, including hold,

spent connected to interactions

Average completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

Totals the total of each of the columns

Figure 126: Chat Queue Performance by Agent

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11.2.3 Chat Queue and Queue Group Performance by

Period
The Chat Queue and Queue Group Performance by Period reports show the chat activity
of a queue group across 15-, 30-, or 60-minute intervals for the shift duration and day(s)
you specify. (See the following figure.)

The Chat Queue Performance by Period reports provide the following information:

Report Field Description

Activity period the interval of the report

Delivered to queue the number of chats offered to the queue

Handled the number of chats answered

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

Abandon (short) the total number of chats abandoned

before the Short Abandon time (the Short
Abandon time default is 6 seconds)

Abandon (long) the total number of chats abandoned after

the Short Abandon time

Interflowed the number of chats redirected from the

queue to another queue

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Report Field Description

Requeued the total number of requeues at the

agent's position - if an agent fails to
answer a chat, the system places the
chat back in the same queue and it is
answered by the first available agent

Unavailable not applicable to chat

Answered by ACD group 1 the number of chats answered by the first

answer point

Answered by ACD group 2 the number of chats answered by the

second answer point

Answered by ACD group 3 the number of chats answered by the third

answer point

Answered by ACD group 4 the number of chats answered by the

fourth answer point

Note:

If more than four overflow answer

points are configured, interactions
answered by the fifth, sixth, etc.
answer points are included in this
statistic.

Average speed of answer (hh:mm:ss) the average delay before the chat was
answered (including time in queue and
agent ringing time)

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Report Field Description

Average delay to abandon (hh:mm:ss) the average elapsed time before the chat
was abandoned

Handling time (hh:mm:ss) the amount of time, including hold, spent

completing interactions sent to the queue

Average handling time (hh:mm:ss) the average duration of chats

Service Level % the percentage of chats answered within

the specified Service Level time

Answer % the percentage of offered chats answered

Totals the total of each of the columns

Figure 127: Chat Queue Group Performance by Period

11.2.4 Chat Queue Group Performance by Queue

The Chat Queue Group Performance by Queue report compares the chat workload
distribution across the queues in a queue group for the shift duration and day(s) you
specify. It reports the chat statistics in hours, minutes, and seconds, and provides chat
counts across queues. (See the following figure.)

The Chat Queue Group Performance by Queue report provides the following information:

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Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Delivered to queue the number of chats offered to the queue

Handled the number of chats answered

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

Abandon (short) the total number of chats abandoned

before the Short Abandon time (the Short
Abandon time default is 6 seconds)

Abandon (long) the total number of chats abandoned after

the Short Abandon time

Interflowed the number of chats redirected from the

queue to another queue

Requeued the total number of requeues at the

agent's position - if an agent fails to
answer a chat, the system places the
chat back in the same queue and it is
answered by the first available agent

Unavailable not applicable to chat

Answered by ACD group 1 the number of chats answered by the first

answer point

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Report Field Description

Answered by ACD group 2 the number of chats answered by the

second answer point

Answered by ACD group 3 the number of chats answered by the third

answer point

Answered by ACD group 4 the number of chats answered by the

fourth answer point

Note:

If more than four overflow answer

points are configured, interactions
answered by the fifth, sixth, etc.
answer points are included in this
statistic.

Average speed of open (hh:mm:ss) the average delay before the chat was
answered (including time in queue and
agent ringing time)

Average delay to abandon (hh:mm:ss) the average elapsed time before the chat
was abandoned

Handling time (hh:mm:ss) the total duration of chats

Average handling time (hh:mm:ss) the average duration of chats

Service Level % the percentage of chats answered within

the specified Service Level time

Answer % the percentage of offered chats answered

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Report Field Description

Totals the total of each of the columns

Figure 128: Chat Queue Group Performance by Queue

11.2.5 Chat Queue and Queue Group Abandon Spectrum

by Period
The Chat Queue and Queue Group Abandon Spectrum by Period reports provide a
frequency distribution of abandoned chats for queues and queue groups, across intervals
for the specified period. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Chat Queue and Queue Group Abandon
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Abandoned the total number of chats abandoned for

the period

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Report Field Description

Maximum delay to abandon (hh:mm:ss) the maximum delay before the interaction
was abandoned

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Chat Queue and Queue Group Abandon Spectrum by Period
reports provide a frequency distribution of chat patterns based on a defined time scale
(5, 10, 15, 20, 30, 40, 60, 80, 120, and >120 seconds). For each time period, the Count
< x sec field reflects the total number of chats for that interval and all preceding intervals.
The % of contacts abandoned field reflects the percentage of chats for that interval and
all preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x sec field reflects the
total number of chats for that interval and all preceding intervals.
• For the >120 seconds time period, the Count < x sec field reflects the total number
of chats for that interval only.
• The % of field reflects the percentage of chats for that interval and all preceding
intervals.

Figure 129: Chat Queue Abandon Spectrum by Period

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11.2.6 Chat Queue and Queue Group Answer Spectrum by

Period
The Chat Queue and Queue Group Answer Spectrum by Period reports provide a
frequency distribution of chats answered for queues and queue groups, across intervals
for the specified period. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Chat Queue and Queue Group Answer
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Opened the number of chats answered

Maximum time to open (hh:mm:ss) the maximum delay before the chat was
answered

Totals the total of each of the columns

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Report Field Description

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Chat Queue and Queue Group Answer Spectrum by Period
reports provide a frequency distribution of chat patterns based on a defined time scale
(5, 10, 15, 20, 30, 40, 60, 80, 120, and >120 seconds). For each time period, the Count
< x sec field reflects the total number of chats for that interval and all preceding intervals.
The % of contacts opened field reflects the percentage of chats for that interval and all
preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x sec field reflects the
total number of chats for that interval and all preceding intervals.
• For the >120 seconds time period, the Count < x sec field reflects the total number
of chats for that interval only.
• The % of field reflects the percentage of chats for that interval and all preceding
intervals.

Figure 130: Chat Queue Answer Spectrum by Period

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11.2.7 Chat Queue and Queue Group Handle Spectrum by

Period
The Chat Queue and Queue Group Handle Spectrum by Period reports provide a
frequency distribution of chats handled for queues and queue groups, across intervals,
for the specified period. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Chat Queue and Queue Group Handle
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Handled the total number of chats answered by the

agent

Maximum duration (hh:mm:ss) the duration of the longest chat for the
period

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

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The remaining fields of the Chat Queue and Queue Group Handle Spectrum by Period
reports provide a frequency distribution of chat patterns based on a defined time scale
(<10, <60, <180, <240, <300, <360, <420, <480, <540, and >541 seconds). For each
time period, the Count < x sec field reflects the total number of chats for that interval and
all preceding intervals. The % of contacts handled field reflects the percentage of chats
for that interval and all preceding intervals.

Note:

• For each time period, except > 541 seconds, the Count < x sec field reflects the
total number of chats for that interval and all preceding intervals.
• For the >541 seconds time period, the Count < x sec field reflects the total number
of chats for that interval only.
• The % of field reflects the percentage of chats for that interval and all preceding
intervals.

Figure 131: Chat Queue Handle Spectrum by Period

11.2.8 Chat Queue and Queue Group Interflow Spectrum

by Period
The Chat Queue and Queue Group Interflow Spectrum by Period reports provide a
frequency distribution of chats interflowed across queues and queue groups. The data
displays in intervals for the specified period. (See the following figure.)

Note:
‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

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The following are the first three fields of the Chat Queue and Queue Group Interflow
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Interflowed the number of chats redirected from the

queue to another queue

Maximum delay to interflow (hh:mm:ss) the maximum delay before the interaction
was interflowed

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Chat Queue and Queue Group Interflow Spectrum by Period
reports provide a frequency distribution of chat patterns based on a defined time scale
(5, 10, 15, 20, 30, 40, 60, 80, 120, and >120 seconds). For each time period, the Count
< x sec field reflects the total number of chats for that interval and all preceding intervals.
The % of contacts interflowed field reflects the percentage of chats for that interval and
all preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x sec field reflects the
total number of chats for that interval and all preceding intervals.
• For the >120 seconds time period, the Count < x sec field reflects the total number
of chats for that interval only.
• The % of field reflects the percentage of chats for that interval and all preceding
intervals.

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Figure 132: Chat Queue Interflow Spectrum by Period

11.2.9 Chat Queue Group Abandon Spectrum by Queue

The Chat Queue Group Abandon Spectrum by Queue report provides a frequency
distribution of chat handling of a queue group across intervals from 1-10. (See the
following figure.)

The following are the first four fields of the Chat Queue Group Abandon Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Abandoned the total number of chats abandoned for

the period

Maximum delay to abandon (hh:mm:ss) the maximum delay before the interaction
was abandoned

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Chat Queue Group Abandon Spectrum by Queue report
provide a frequency distribution of chat patterns based on a defined time scale (Spectral

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Interval 1-10). The Spectrum Interval field reflects the total number of chats for that
interval and all preceding intervals. The % of contacts abandoned field reflects the
percentage of chats for that interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of chats for that interval only.

Figure 133: Chat Queue Group Abandon Spectrum by Queue

11.2.10 Chat Queue Group Answer Spectrum by Queue

The Chat Queue Group Answer Spectrum by Queue report provides a frequency
distribution of chat handling of a queue group across intervals from 1-10. (See the
following figure.)

The following are the first four fields of the Chat Queue Group Answer Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Opened the number of chats answered

Maximum time to open (hh:mm:ss) the maximum delay before the chat was
answered

Totals the total of each of the columns

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Report Field Description

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Chat Queue Group Answer Spectrum by Queue report
provide a frequency distribution of chat patterns based on a defined time scale
(Spectral Interval 1-10). The Spectrum Interval field reflects the total number of chats
for that interval and all preceding intervals. The % of contacts opened field reflects the
percentage of chats for that interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of chats for that interval only.

Figure 134: Chat Queue Group Answer Spectrum by Queue

11.2.11 Chat Queue Group Handle Spectrum by Queue

The Chat Queue Group Handle Spectrum by Queue report provides a frequency
distribution of chat handling of a queue group across intervals from 1-10. (See the
following figure.)

The following are the first four fields of the Chat Queue Group Handle Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

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Report Field Description

Handled the total number of chats answered by the

agent

Maximum duration (hh:mm:ss) the duration of the longest chat for the
period

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Chat Queue Group Handle Spectrum by Queue report
provide a frequency distribution of chat patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of chats for that
interval and all preceding intervals. The % of contacts handled field reflects the
percentage of chats for that interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of chats for that interval only.

Figure 135: Chat Queue Group Handle Spectrum by Queue

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11.2.12 Chat Queue Group Interflow Spectrum by Queue

The Chat Queue Group Interflow Spectrum by Queue report provides a frequency
distribution of chat handling of a queue group across intervals from 1-10. (See the
following figure.)

The following are the first four fields of the Chat Queue Group Interflow Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Interflowed the number of chats redirected from the

queue to another queue

Maximum delay to interflow (hh:mm:ss) the maximum delay before the interaction
was interflowed

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Chat Queue Group Interflow Spectrum by Queue report
provide a frequency distribution of chat patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of chats for that
interval and all preceding intervals. The % of contacts interflowed field reflects the
percentage of chats for that interval and all preceding intervals.

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Note:

Spectrum Interval 10 reflects the total number of chats for that interval only.

Figure 136: Chat Queue Group Interflow Spectrum by Queue

 12 SMS reports

SMS reports provide SMS statistics on agents, agent groups, queues, and queue groups.
You can create on-demand and scheduled reports.

You can optionally configure SMS reports to exclude junk mail from SMS Handled and
Completed counts. For more information, see the following Mitel Knowledge Base article:
https://mitel.custhelp.com.

To run Conversation Detail reports for email devices, go to Reporter > Conversation
Detail. For more information on Conversation Detail reports, see "Conversation Detail
reports".

SMS reports include

• Agent reports
• Queue reports

12.1 SMS agent reports

Agent and Agent group reports provide statistics based on agents and agent group
activity.

The Agent reports are listed below

• Performance reports

• Agent and Agent Group by Make Busy Code

• Agent and Agent Group Performance by Account Code
• Agent and Agent Group Performance by Period
• Agent Group Performance by Agent
• Event reports

• Agent and Agent Group Event by Period (hh:mm:ss) (You cannot generate this
report over midnight.)

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Note:

If you are running a report on an agent group that has non-SMS agents, the statistical
values in the generated report will be for SMS agents only.

12.1.1 SMS Agent and Agent Group by Make Busy Code

The SMS Agent and Agent Group by Make Busy Code reports show the frequency and
duration in which SMS agents and agent groups are in Make Busy. (See the following
figure.)

The SMS Agent and Agent Group by Make Busy Code reports provide the following
information:

Report Field Description

Reporting the number for the Make Busy code

Name the name of the Make Busy code

Make Busy count the total number of times the Make Busy
state was entered

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Totals the total of each of the columns

Figure 137: SMS Agent Group by Make Busy Code

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12.1.2 SMS Agent and Agent Group Performance by

Account Code
The SMS Agent and Agent Group performance by Account Code reports show the
Account Codes entered by SMS agents and SMS agent groups. (See the following
figure.)

The SMS Agent and Agent Group Performance by Account Code reports provide the
following information:

Report Field Description

Reporting the Account Code’s reporting number

Full name the name of the Account Code

Number of Codes entered the number of Account Codes entered

Total duration (hh:mm:ss) the total time, including hold, between

when an Account Code was entered
and when the interaction was either
completed, tagged with another Code, or
when the agent logged off

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Totals the total of each of the columns

Figure 138: SMS Agent Group Performance by Account Code

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12.1.3 SMS Agent and Agent Group Performance by Period

The SMS Agent and Agent Group Performance by Period reports show the SMS
handling performance of agents across 15-, 30-, or 60- minute intervals, or by Day of
Week, Day of Month, and Month, for the activity period specified. (See the following
figure.)

Note:

'Handling time' in the SMS Agent Group Performance by Agent report may not
align with ‘ACD handled time’ in the SMS Agent and Agent Group Performance by
Period reports. In the SMS Agent Group Performance by Agent report, the ‘Handling
time’ calculation takes into account an agent’s overriding state. ‘ACD handled time’
in these reports do not. For example, if an agent responding to an SMS receives
another SMS, their state will change from ‘ACD’ to ‘Ringing’. 'Handling time' in the
Agent Group Performance by Agent report will not be calculated while the agent is in
Ringing, but 'ACD handled time' will.

Report Field Description

Activity period the interval of the report in hours and

minutes

Opened the number of interactions put into

reply mode. It also includes interactions
classified as junk or requiring no reply,
from the Inbox

Completed the number of interactions replied to or

transferred. It also includes interactions
classified as junk or requiring no reply,
from the Inbox

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Report Field Description

Requeued the number of interactions sent back to

the queue after being offered to the agent

for SMS, these are interactions that the

agent declined or did not open before the
requeue timer expired, or interactions that
were requeued after being on hold past
the permitted time. Interactions can also
requeue if the agent logs out while the
interaction is in the Inbox.

Junk the number of interactions classified as

junk

No reply needed the number of interactions classified as

requiring no reply

Number of Account Codes entered the number of Account Codes entered

Average ACD offered time (hh:mm:ss) the average time taken to put offered
interactions into reply mode or to classify
interactions as junk or requiring no reply,
from the Inbox

Note:

This statistic includes time the

interaction spent in queue before
being sent to an agent, during the
configured business hour schedule.
Time spent in queue or ringing on the
agent outside business hours is not
included. Service level calculations
only include time during business
schedule.

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Report Field Description

ACD handled time (hh:mm:ss) the amount of time, excluding hold, spent
completing interactions sent to the queue

for SMS, this is the time taken to reply to,

transfer, or classify the interaction as junk
or requiring no reply

ACD hold time (hh:mm:ss) the total time for which interactions were
put on hold

ACD completed time (hh:mm:ss) the total amount of time, including hold,
spent connected to interactions

Average ACD completed time (hh:mm:ss) the average amount of time, including
hold, spent connected to interactions

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Totals the total of each of the columns

Figure 139: SMS Agent Performance by Period

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12.1.4 SMS Agent Group Performance by Agent

The SMS Agent Group Performance by Agent report shows the workload distribution
across the agents in an agent group for the shift duration and day(s) you specify. It
reports the SMS statistics in hours, minutes, and seconds, and provides SMS counts
across agents. (See the following figure.)

The SMS Agent Group Performance by Agent Report provides the following information:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Opened the number of interactions that the agent

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

Requeued the number of interactions sent back to

the queue after being offered to the agent

for SMS, these are Conversations that the

agent declined or did not open before the
requeue timer expired, or interactions that
were requeued after being on hold past
the permitted time. Conversations can
also requeue if the agent logs out while
the Conversation is in the Inbox

Junk the number of interactions classified as

junk

No reply needed the number of interactions classified as

requiring no reply

Idle time (hh:mm:ss) the time the agent was logged on and
available to receive SMS interactions

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Report Field Description

Account Codes entered the number of Account Codes entered

Total shift time (hh:mm:ss) the total time the agent was logged into
the system

Handling time (hh:mm:ss) the total duration of SMS interactions,

from when the interaction is opened until
it is closed or transferred (excluding hold
time)

Average handling time (hh:mm:ss) the average duration of SMS interactions,

from when the interaction is opened until
it is closed or transferred (excluding hold
time)

Percent of shift the percentage of shift time representing

ACD activity through the Completed
Duration statistic. Since SMS interactions
can be open or on hold for longer than an
agent’s shift boundary, this percentage
can exceed 100%

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Percent of shift the percentage of shift time representing

Make Busy activity

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Percent of shift the percentage of shift time representing

system Make Busy activity

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Report Field Description

Totals the total of each of the columns

Figure 140: SMS Agent Group Performance by Agent

12.1.5 SMS Agent and Agent Group Event by Period

(hh:mm:ss)
The SMS Agent and Agent Group Event by Period (hh:mm:ss) report displays log on
and log off times for SMS agents and members of SMS agent groups. The report also
displays the total duration spent in various agent states for the reporting period. It reports
the SMS statistics in hours, minutes, and seconds and provides SMS counts. (See the
following figure.)

The SMS Agent Event by Period (hh:mm:ss) report is truncated to the first 1000 records.
It provides the following information:

Report Field Description

Login date/time the date and time at which the SMS agent
logged into the system

Logout date/time the date and time at which the SMS agent
either last logged out of the system or last
performed an event (for example, went
into Make Busy)

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Report Field Description

Total shift time (hh:mm:ss) the total time the SMS agent was logged
into the system

Idle time (hh:mm:ss) the time the agent was logged on and
available to receive SMS interactions

Ringing time (hh:mm:ss) the time that SMS interactions were in the
agent’s Inbox before being opened

Completed the number of interactions closed or

transferred

Completed Contacts < short handle time the number of interactions closed or
transferred before the queue's Short
handle less than time, as configured in
YourSite Explorer. This is the last queue
the interaction touched. The default is 20
seconds.

Handling time (hh:mm:ss) the total duration of SMS interactions,

from when the interaction is opened until
it is closed or transferred (excluding hold
time)

Average handling time (hh:mm:ss) the average duration of SMS interactions,

from when the interaction is opened until
it is closed or transferred (excluding hold
time)

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

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Report Field Description

Make Busy count the total number of times the Make Busy
state was entered

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Average system Make Busy time the average duration the agent spent in
(hh:mm:ss) the system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

System Make Busy count the total number of times the Make
Busy state was entered. This type of
Make Busy cannot be set by an agent or
supervisor

Total DND time (hh:mm:ss) the total time that the agent spent in a Do
Not Disturb state

Average DND time (hh:mm:ss) the average time that the agent spent in a
Do Not Disturb state

DND count the number of times that the agent

entered Do Not Disturb

Wrap up time (hh:mm:ss) the time the agent spent in a Work Timer
state, for the media type

Average wrap up time (hh:mm:ss) the average time the agent spent in a
Work Timer state, for the media type

Wrap up count the number of times that the agent

entered Work Timer, for the media type

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Report Field Description

Totals the total of each of the columns

The SMS Agent Group Event by Period (hh:mm:ss) report provides the following
information:

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Total shift time (hh:mm:ss) the total time the SMS agent was logged
into the system

Idle time (hh:mm:ss) the time the agent was logged on and
available to receive SMS interactions

Ringing time (hh:mm:ss) the time that SMS interactions were in the
agent’s Inbox before being opened

Handled the number of SMS interactions put into

reply mode

Completed Contacts < short handle time the number of interactions closed or
transferred before the queue's Short
handle less than time, as configured in
YourSite Explorer. This is the last queue
the interaction touched. The default is 20
seconds.

Handling time (hh:mm:ss) the total duration of SMS interactions,

from when the interaction is opened until
it is closed or transferred (excluding hold
time)

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Report Field Description

Average handling time (hh:mm:ss) the average duration of SMS interactions,

from when the interaction is opened until
it is closed or transferred (excluding hold
time)

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Make Busy count the total number of times the agent

entered the Make Busy state

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Average system Make Busy time the average duration the agent spent in
(hh:mm:ss) the system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

System Make Busy count the total number of times the Make
Busy state was entered. This type of
Make Busy cannot be set by an agent or
supervisor

Total DND time (hh:mm:ss) the total time that agents in the agent
group spent in a Do Not Disturb state

Average DND time (hh:mm:ss) the average time that agents in the agent
group spent in a Do Not Disturb state

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Report Field Description

DND count the number of times that agents in the

agent group entered Do Not Disturb

Wrap up time (hh:mm:ss) the time that agents in the agent group
spent in a Work Timer state, for the media
type

Average wrap up time (hh:mm:ss) the average time the agents in the agent
group spent in a Work Timer state, for the
media type

Wrap up count the number of times that agents in the

agent group entered Work Timer, for the
media type

Totals the total of each of the columns

Figure 141: SMS Agent Event by Period (hh:mm:ss)

12.2 SMS queue reports

Queue and queue group reports provide statistics on queues and queue groups that
reflect SMS behavior and the service experienced by customers who contact you by
SMS.

The Queue reports are listed below:

• Performance reports

• Queue and Queue Group Performance by Account Code

• Queue Performance by Agent
• Queue and Queue Group Performance by Period
• Queue and Queue Group Performance Queue

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• Spectrum reports: The spectrum reports provide a frequency distribution of SMS

interactions answered or interflowed based on a defined time scale

• Queue and Queue Group Answer Spectrum by Period

• Queue and Queue Group Handle Spectrum by Period
• Queue and Queue Group Interflow Spectrum by Period
• Queue Group Answer Spectrum by Queue
• Queue Group Handle Spectrum by Queue
• Queue Group Interflow Spectrum by Queue

Note:

• Multimedia interactions in queue tagged as Junk or No Reply from Interactive

Visual Queue and Ignite are not included in queue Handled, Completed, and
Offered counts.
• If you are running a report on a queue group that has non-SMS queue members,
the statistical values in the generated report will be for SMS queues only.

12.2.1 SMS Queue and Queue Group Performance by

Account Code
The SMS Queue and Queue Group Performance by Account Code reports show the
SMS performance of a queue or queue group for Account Codes. This report enables
supervisors to compare SMS queue and Queue Group performance by Account Code.
(See the following figure.)

The SMS Queue and Queue Group Performance by Account Code reports provides the
following information:

Report Field Description

Reporting the Account Code's reporting number

Full name the name of the Account Code

Number of Codes entered the number of times the Account Code

was entered

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Report Field Description

Total duration (hh:mm:ss) the total time, including hold, between

when an Account Code was entered
and when the interaction was either
completed, tagged with another Code, or
when the agent logged off

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Totals the total of each of the columns

Figure 142: SMS Queue Performance by Account Code

12.2.2 SMS Queue Performance by Agent

The SMS Queue Performance by Agent report shows handling statistics for agents
answering interactions for SMS queues. (See the following figure.)

Note:

Members answering SMS, taking transferred SMS from the queue will appear in
this report even if the member is not associated to the queue or the queue group on
which you are reporting.

The SMS Queue Performance by Agent report provides the following information:

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Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Opened the number of interactions sent to the

queue that were put into reply mode

Completed the number of interactions completed by

the queue’s answering agent groups

for SMS, this is the number of interactions

closed or transferred

Requeued the number of interactions sent back to

the queue after being offered to the agent

for SMS, these are interactions that the

agent declined or did not open before the
requeue timer expired, or interactions that
were requeued after being on hold past
the permitted time. Interactions can also
requeue if the agent logs out while the
interactions is in the Inbox

Junk the number of interactions routed to the

queue that were classified as junk

No reply needed the number of interactions routed to the

queue that were marked as requiring no
reply

Account Codes entered the number of Account Codes entered

Handling time (hh:mm:ss) the total amount of time, excluding

hold, that the agent spent connected to
interactions from the queue before the
interactions were closed or transferred

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Report Field Description

Average handling time (hh:mm:ss) the average amount of time, excluding

hold, that the agent spent connected to
interactions from the queue before the
interactions were closed or transferred

Hold time (hh:mm:ss) the total time for which interactions sent to
the queue were put on hold

Average hold time (hh:mm:ss) the average time for which the agent put
interactions from the queue on hold

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

Average completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

Totals the total of each of the columns

Figure 143: SMS Queue Performance by Agent

12.2.3 SMS Queue and Queue Group Performance by

Period
The SMS Queue and Queue Group Performance by Period reports show the SMS
activity of a queue or queue group, across intervals, for the specified period. (See the
following figure.)

The SMS Queue and Queue Group Performance by Period reports provides the
following information:

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Report Field Description

Activity period the interval of the report

Delivered to queue the total number of interactions offered to

the queue

Handled the number of interactions answered by

the queue’s answering agent groups

for SMS, these are the number of SMS

interactions put into reply mode

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

Completed the number of interactions completed by

the queue’s answering agent groups

for SMS, this is the number of interactions

closed or transferred

Interflowed the number of interactions redirected from

the queue to an alternate answer point,
such as another queue

Requeued the number of interactions sent back to

the queue after being offered to the agent

for SMS, these are interactions that the

agent declined or did not open before the
requeue timer expired, or interactions that
were requeued after being on hold past
the permitted time. Interactions can also
requeue if the agent logs out while the
interaction is in the Inbox

Unavailable not applicable to SMS

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Report Field Description

Continuing case not applicable to SMS

Transferred received the number of times interactions were

transferred to the queue from an agent's
Inbox

Transferred out to agents the number of times interactions sent

to the queue were transferred from one
agent to another agent

Transferred out to queues the number of times interactions sent

to the queue were transferred from an
agent's Inbox to another queue

Junk the number of interactions routed to the

queue that were classified as junk

No reply needed the number of interactions routed to the

queue that were marked as requiring no
reply

Answered by ACD group 1 the number of interactions answered by

the first answer point

Answered by ACD group 2 the number of interactions answered by

the second answer point

Answered by ACD group 3 the number of interactions answered by

the third answer point

Answered by ACD group 4 the number of interactions answered by

the fourth answer point

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Report Field Description

Note:

If more than four overflow answer

points are configured, interactions
answered by the fifth, sixth, etc.
answer points are included in this
statistic.

Average speed of open (hh:mm:ss) the average time between when the
interaction rings in the agent’s Inbox and
when it was opened

Average delay to interflow (hh:mm:ss) the average delay between when an

interaction reached the queue and when
it was redirected to an alternate answer
point

Handling time (hh:mm:ss) the amount of time, including hold, spent

completing interactions sent to the queue

Hold time (hh:mm:ss) the total time for which interactions sent to
the queue were put on hold

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

Average completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

Service Level % the percentage of interactions handled

within the Service Level time, as specified
for the queue

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Report Field Description

Answer % the percentage of interactions offered to

the queue that were answered by agents

Totals the total of each of the columns

Figure 144: SMS Queue Group Performance by Period

12.2.4 SMS Queue Group Performance by Queue

The SMS Queue Group Performance by Queue report compares the workload
distribution across the queues in a queue group for the specified reporting period. It
reports the SMS statistics in hours, minutes, and seconds, and provides SMS counts
across queues. (See the following figure.)

The SMS Queue Group Performance by Queue report provides the following information:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Delivered to queue the total number of interactions offered to

the queue

Handled the number of interactions answered by

the queue’s answering agent groups

for SMS, these are the number of SMS

interactions put into reply mode

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Report Field Description

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

Completed the number of interactions completed by

the queue’s answering agent groups

for SMS, this is the number of interactions

closed or transferred

Interflowed the number of interactions redirected from

the queue to an alternate answer point,
such as another queue

Junk the number of interactions routed to the

queue that were classified as junk

Service Level count the total number of SMS interactions

sent to the queue that were handled or
interflowed with in the Specified Service
Level time

Requeued the number of interactions sent back to

the queue after being offered to the agent

for SMS, these are Interactions that the

agent declined or did not open before the
requeue timer expired,or interactions that
were requeued after being on hold past
the permitted time. Interactions can also
requeue if the agent logs out while the
Interaction is in the Inbox

Unavailable not applicable to SMS

Continuing case not applicable to SMS

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Report Field Description

Transferred received the number of times interactions were

transferred to the queue from an agent's
Inbox

Transferred out to agents the number of times interactions sent

to the queue were transferred from one
agent to another agent

Transferred out to queues the number of times interactions sent

to the queue were transferred from an
agent's Inbox to another queue

No reply needed the number of interactions routed to the

queue that were marked as requiring no
reply

Answered by ACD group 1 the number of interactions answered by

the first answer point

Answered by ACD group 2 the number of interactions answered by

the second answer point

Answered by ACD group 3 the number of interactions answered by

the third answer point

Answered by ACD group 4 the number of interactions answered by

the fourth answer point

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Report Field Description

Note:

If more than four overflow answer

points are configured, interactions
answered by the fifth, sixth, etc.
answer points are included in this
statistic.

Average speed of open (hh:mm:ss) the average time between when the
interaction rings in the agent’s Inbox and
when it was opened

Average delay to interflow (hh:mm:ss) the average delay between when an

interaction reached the queue and when
it was redirected to an alternate answer
point

Handling time (hh:mm:ss) the amount of time, excluding hold, spent

completing interactions sent to the queue

Hold time (hh:mm:ss) the total time for which interactions sent to
the queue were put on hold

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

Average completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

Service Level % the percentage of interactions handled

within the Service Level time, as specified
for the queue

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Report Field Description

Answer % the percentage of interactions offered to

the queue that were answered by agents

Totals the total of each of the columns

Figure 145: SMS Queue Group Performance by Queue

12.2.5 SMS Queue and Queue Group Answer Spectrum by

Period
The SMS Queue and Queue Group Answer Spectrum by Period reports provide a
frequency distribution of SMS interactions answered for queues and queue groups,
across intervals, for the specified period. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the SMS Queue and Queue Group Answer
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

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Report Field Description

Opened the number of interactions that agents

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

Maximum time to open (hh:mm:ss) the maximum delay before the interaction
was opened

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the SMS Queue Answer Spectrum by Period report provide a
frequency distribution of SMS interaction patterns based on the time scale defined for the
queue in YourSite Explorer. For each time period, the Count <=X Minutes field reflects
the total number of SMS interactions for that interval and all preceding intervals. Queue
spectrum values that cannot be rounded to whole minute values will display as decimal
values with 2 places in the Count <=X Minutes report fields.

The remaining fields of the SMS Queue Group Answer Spectrum by Period report
provide a frequency distribution of SMS patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of SMS interactions
for that interval and all preceding intervals. The % of contacts opened field reflects the
percentage of SMS interactions for that interval and all preceding intervals.

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Note:

• For each time period, > 120 seconds, the Count < x min field reflects the total
number of SMS interactions for that interval and all preceding intervals.
• For the >120 minutes' time period, the Count < x min field reflects the total number
of SMS interactions for that interval only.
• The % of Total field reflects the percentage of SMS interactions for that interval
and all preceding intervals.

Figure 146: SMS Queue Answer Spectrum by Period

12.2.6 SMS Queue and Queue Group Handle Spectrum by

Period
The SMS Queue and Queue Group Handle Spectrum by Period reports provide a
frequency distribution of SMS interactions handled for queues and queue groups, across
intervals, for the specified period. (See the following figure.)

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Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the SMS Queue and Queue Group Handle
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Handled the number of interactions replied to or

transferred. It also includes interactions
classified as junk or requiring no reply
from the Inbox

Maximum duration (hh:mm:ss) the duration of the longest SMS reply

for the period. The duration is calculated
from the time the SMS is put into reply
mode until the reply is sent, the SMS is
transferred, or until the SMS is classified
as junk or requiring no reply

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the SMS Queue Handle Spectrum by Period provide a frequency
distribution of SMS patterns based on the time scale defined for the queue in YourSite

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Explorer. For each time period, the Count <=X Minutes field reflects the total number of
SMS interactions for that interval and all preceding intervals. Queue spectrum values that
cannot be rounded to whole minute values will display as decimal values with 2 places in
the Count <=X Minutes report fields.

The remaining fields of the SMS Queue Group Handle Spectrum by Period report
provide a frequency distribution of SMS patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of SMS interactions
for that interval and all preceding intervals. The % of contacts handled field reflects the
percentage of SMS interactions for that interval and all preceding intervals.

Note:

• For each time period, except <= 541 seconds, the Count <= min field reflects the
total number of SMS interactions for that interval and all preceding intervals.
• For the <= 541 minutes' time period, the Count <= min field reflects the total
number of SMS interactions for that interval only.
• The % of Total field reflects the percentage of SMS interactions for that interval
and all preceding intervals.

Figure 147: SMS Queue Handle Spectrum by Period

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12.2.7 SMS Queue and Queue Group Interflow Spectrum

by Period
The SMS Queue and Queue Group Interflow Spectrum by Period reports provide a
frequency distribution of SMS interactions interflowed across queues and queue groups.
The data displays in intervals for the specified period. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the SMS Queue and Queue Group Interflow
Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Interflowed the number of interactions redirected from

the queue to an alternate answer point,
such as another queue

Maximum delay to interflow (hh:mm:ss) the maximum delay before the interaction
was interflowed

Totals the total of each of the columns

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Report Field Description

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the SMS Queue Interflow Spectrum by Period provide a
frequency distribution of SMS patterns based on the time scale defined for the queue in
YourSite Explorer. For each time period, the Count <=X Minutes field reflects the total
number of SMS interactions for that interval and all preceding intervals. Queue spectrum
values that cannot be rounded to whole minute values will display as decimal values with
2 places in the Count <=X Minutes report fields.

The remaining fields of the SMS Queue Group Interflow Spectrum by Period report
provide a frequency distribution of SMS patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of SMS interactions
for that interval and all preceding intervals. The % of contacts interflowed field reflects the
percentage of SMS interactions for that interval and all preceding intervals.

Note:

• For each time period, except > 120 seconds, the Count < x min field reflects the
total number of SMS interactions for that interval and all preceding intervals.
• For the >120 minutes' time period, the Count < x min field reflects the total number
of SMS interactions for that interval only.
• The % of Total field reflects the percentage of SMS interactions for that interval
and all preceding intervals.

Figure 148: SMS Queue Interflow Spectrum by Period

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12.2.8 SMS Queue Group Answer Spectrum by Queue

The SMS Queue Group Answer Spectrum by Queue report provides a frequency
distribution of SMS interactions for a queue group across intervals from 1-10. (See the
following figure.)

The following are the first three fields of the SMS Queue Group Answer Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Opened the number of interactions that agents

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

Maximum time to open (hh:mm:ss) the maximum delay before the interaction
was opened

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

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The remaining fields of the SMS Queue Group Spectrum by Queue report provide a
frequency distribution of SMS patterns based on a defined time scale (Spectral Interval
1-10). The Spectrum Interval field reflects the total number of SMS interactions for
that interval and all preceding intervals. The % of contacts opened field reflects the
percentage of SMS interactions for that interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of SMS interactions for that interval
only.

Figure 149: SMS Queue Group Answer Spectrum by Queue

12.2.9 SMS Queue Group Handle Spectrum by Queue

The SMS Queue Group Handle Spectrum by Queue report provides a frequency
distribution of SMS interactions for a queue group across intervals from 1-10. (See the
following figure.)

The following are the first three fields of the SMS Queue Group Handle Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Handled the number of interactions replied to or

transferred. It also includes interactions
classified as junk or requiring no reply
from the Inbox

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Report Field Description

Maximum duration (hh:mm:ss) the duration of the longest SMS reply

for the period. The duration is calculated
from the time the SMS is put into reply
mode until the reply is sent, the SMS is
transferred, or until the SMS is classified
as junk or requiring no reply

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the SMS Queue Group Handle Spectrum by Queue report
provide a frequency distribution of SMS patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of SMS interactions
for that interval and all preceding intervals. The % of contacts handled field reflects the
percentage of SMS interactions for that interval and all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of SMS interactions for that interval
only.

Figure 150: SMS Queue Group Handle Spectrum by Queue

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12.2.10 SMS Queue Group Interflow Spectrum by Queue

The SMS Queue Group Interflow Spectrum by Queue report provides a frequency
distribution of SMS interactions for a queue group across intervals from 1-10. (See the
following figure.)

The following are the first three fields of the SMS Queue Group Interflow Spectrum by
Queue report:

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Interflowed the number of interactions redirected from

the queue to an alternate answer point,
such as another queue

Maximum delay to interflow (hh:mm:ss) the maximum delay before the interaction
was interflowed

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the SMS Queue Group Interflow Spectrum by Queue report
provide a frequency distribution of SMS patterns based on a defined time scale (Spectral
Interval 1-10). The Spectrum Interval field reflects the total number of SMS interactions
for that interval and all preceding intervals. The % of contacts interflowed field reflects the
percentage of SMS interactions for that interval and all preceding intervals.

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Spectrum Interval 10 reflects the total number of SMS interactions for that interval
only.

Figure 151: SMS Queue Group Interflow Spectrum by Queue

 13 Open Media Reports

Open Media reports provide statistics on agents, agent groups, queues, and queue
groups. You can create on-demand and scheduled reports.

You can optionally configure open media reports to exclude junk mail from Open Media
Handled and Completed counts. For more information, see the following Mitel Knowledge
Base article: https://mitel.custhelp.com.

Open Media reports include

• Agent reports
• Queue reports

13.1 Open Media agent reports

Agent and Agent group reports provide statistics based on agents and agent group
activity.

The Agent reports are listed below

• Performance reports

• Open Media Agent Group and Agent Performance by Make Busy Code
• Open Media Agent and Agent Group Performance by Account Code
• Agent Group Performance by Agent
• Event reports

• Open Media Agent and Agent Group Event by Period (hh:mm:ss)

13.1.1 Open Media Agent and Agent Group by Make Busy

Code
The Open Media Agent and Agent Group by Make Busy Code reports show the
frequency and duration in which open media agents and agent groups are in Make Busy.
(See the following figure.)

The Open Media Agent and Agent Group by Make Busy Code reports provide the
following information:

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Report Field Description

Reporting the number for the Make Busy code

Name the name of the Make Busy code

Make Busy count the total number of times the Make Busy
state was entered

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Totals the total of each of the columns

Figure 152: Agent and Agent Group by Make Busy Code

13.1.2 Open Media Agent and Agent Group Performance

by Account Code
The Open Media Agent and Agent Group performance by Account Code reports show
the Account Codes entered by open media agents and agent groups. (See the following
figure.)

The Open Media Agent and Agent Group Performance by Account Code reports provide
the following information:

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Report Field Description

Reporting the Account Code's reporting number

Full name the name of the Account Code

Number of Codes entered the number of Account Codes entered

Total duration (hh:mm:ss) the total time, including hold, between

when an Account Code was entered
and when the interaction was either
completed, tagged with another Code, or
when the agent logged off

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Totals the total of each of the columns

Figure 153: Agent Performance and Agent Group Performance by Account Code

13.1.3 Open Media Agent Group Performance by Agent

The Open Media Agent Group Performance by Agent report shows the workload
distribution across the agents in an agent group for the shift duration and day(s) you
specify. It reports the open media statistics in hours, minutes, and seconds, and provides
open media counts across agents. (See the following figure.)

The Open Media Agent Group Performance by Agent report provides the following
information:

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Report Field Description

Reporting the agent's reporting number

Full name the agent's name

Opened the number of interactions that the agent

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

Completed the number of interactions answered for

the queue group

Requeued the number of interactions sent back to

the queue after being offered to the agent

for Open Media, these are Conversations

that the agent declined or did not open
before the requeue timer expired, or
interactions that were requeued after
being on hold past the permitted time.
Conversations can also requeue if the
agent logs out while the Conversation is in
the Inbox

No reply needed the number of interactions classified as

requiring no reply

Account Codes entered the number of Account Codes entered

Total shift time (hh:mm:ss) the total time the agent was logged into
the system

Handling time (hh:mm:ss) the time taken to reply to, transfer, or

classify the interaction as junk or requiring
no reply

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Report Field Description

Hold time the total time for which ACD, non-ACD,

and Outbound interactions were put on
hold by agents in the agent group

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

Average completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

Percent of shift the percentage of shift time representing

ACD activity through the Completed
Duration statistic. Since SMS interactions
can be open or on hold for longer than an
agent's shift boundary, this percentage
can exceed 100%

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Percent of shift the percentage of shift time representing

Make Busy activity

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

Percent of shift the percentage of shift time representing

system Make Busy activity

Totals the total of each of the columns

Figure 154: Agent Group Performance by Agent

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13.1.4 Open Media Agent and Agent Group Event by

Period (hh:mm:ss)
The Open Media Agent and Agent Group Event by Period (hh:mm:ss) report displays log
on and log off times for open media agents and members of open media agent groups.
The report also displays the total duration spent in various agent states for the reporting
period. It reports the open media statistics in hours, minutes, and seconds and provides
open media counts. (See the following figure.)

The Open Media Agent and Agent Group Event by Period (hh:mm:ss) report is truncated
to the first 1000 records. It provides the following information:

Report Field Description

Login date/time the date and time at which the open

media agent logged into the system

Logout date/time the date and time at which the open

media agent either last logged out of the
system or last performed an event (for
example, went into Make Busy)

Total shift time (hh:mm:ss) the total time the open media agent was
logged into the system

Idle time (hh:mm:ss) the total duration the agent was logged
on and available to receive open media
interactions

Ringing time (hh:mm:ss) the time that open media interactions

were in the agent's Inbox before being
opened

Opened the number of interactions sent to the

queue that were put into reply mode

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Report Field Description

Completed the number of interactions closed or

transferred

Handling time (hh:mm:ss) the total amount of time, excluding hold,

spent connected to interactions before the
open media interactions were closed or
transferred

Hold time the total time for which ACD, non-ACD,

and Outbound interactions were put on
hold by agents in the agent group

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

Average completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

Total Make Busy time (hh:mm:ss) the total time spent in the Make Busy
state, controlled by the agent or the
supervisor

Average Make Busy time (hh:mm:ss) the average time the agent spent in the
Make Busy state, controlled by the agent
or the supervisor

Make Busy count the total number of times the Make Busy
state was entered

System Make Busy time (hh:mm:ss) the total time the agent spent in the
system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

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Report Field Description

Average system Make Busy time the average duration the agent spent in
(hh:mm:ss) the system Make Busy state. This type of
Make Busy cannot be set by an agent or
supervisor

System Make Busy count the total number of times the Make
Busy state was entered. This type of
Make Busy cannot be set by an agent or
supervisor

Total DNDtime (hh:mm:ss) the total time that the agent spent in a Do
Not Disturb state

Average DNDtime (hh:mm:ss) the average time that the agent spent in a
Do Not Disturb state

DND count the number of times that the agent

entered Do Not Disturb

Wrap up time (hh:mm:ss) the time the agent spent in a Work Timer
state, for the media type

Average wrap up time (hh:mm:ss) the average time the agent spent in a
Work Timer state, for the media type

Wrap up count the number of times that the agent

entered Work Timer, for the media type

Totals the total of each of the columns

Figure 155: Agent Event by Period

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13.2 Open Media Queue Reports

Queue and queue group reports provide statistics on queues and queue groups that
reflect open media behavior and the service experienced by customers who contact you
by open media.

The Queue reports are listed below:

• Performance reports

• Queue Performance by Account Code

• Queue Performance by Period
• Queue Performance by Agent

• Spectrum reports: The spectrum reports provide a frequency distribution of open

media interactions answered or interflowed based on a defined time scale

• Queue and Queue Group Answer Spectrum by Period

• Queue and Queue Group Handle Spectrum by Period
• Queue and Queue Group Interflow Spectrum by Period
• Queue Group Answer Spectrum by Queue
• Queue Group Handle Spectrum by Queue
• Queue Group Interflow Spectrum by Queue
• Queue Group Performance by Account Code
• Queue Group Performance by Period
• Queue Group Performance by Queue

13.2.1 Queue Performance by Account Code

The Open Media Queue Performance by Account Code reports show the open media
performance of a queue or queue group for Account Codes. This report enables
supervisors to compare open media queue performance by Account Code. (See the
following figure.)

The Open Media Queue and Queue Group Performance by Account Code reports
provides the following information:

Report Field Description

Reporting the Account Code's reporting number

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Report Field Description

Full name the name of the Account Code

Number of Codes entered the number of times the Account Code

was entered

Total duration (hh:mm:ss) the total time, including hold, between

when an Account Code was entered
and when the interaction was either
completed, tagged with another Code, or
when the agent logged off

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Totals the total of each of the columns

Figure 156: Queue Performance by Account Code

13.2.2 Open Media Queue Performance by Agent

The Open Media Queue Performance by Agent report shows the open media
performance of a queue for Agent.

The Open Media Queue performance by Agent reports provide the following information:

Report Field Description

Reporting the Agent's reporting number

Full name the name of Agent

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Report Field Description

Opened the number of interactions that agents put

into reply mode

Completed the number of interactions answered for

the queue

Requeued the number of interactions sent back to

the queue after being offered to the agent

Junk the number of interactions classified as

junk

No Reply Needed the number of interactions classified as

requiring no reply

Account Codes Entered the number of account codes entered

Handling time (hh:mm:ss) the time taken to reply to, transfer, or

classify the interaction as junk or requiring
no reply

Average handling time (hh:mm:ss) the average time taken to reply, transfer,
or classify the interaction as junk or
requiring noreply

Hold time (hh:mm:ss) the total time for which ACD, non-ACD,
and Outbound interactions were put on
hold by agents in the agent group

Average hold time (hh:mm:ss) the average time for which ACD, non-
ACD, and outbound interactions were put
on hold by agents

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

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Report Field Description

Average Completed Duration (hh:mm:ss) the average time, including hold, spent
connected to interactions

Figure 157: Open Media Queue Performance by Agent

13.2.3 Open Media Queue Performance by Period

The Open Media Queue Performance or Queue Group Performance by Period reports
provide the following information:

Report Field Description

Activity Period the interval of the report

Opened the number of interactions that agent put

into reply mode

Handling time (hh:mm:ss) the total amount of time, excluding hold,

spent connected to interactions before the
open media interactions were closed or
transferred

Hold time (hh:mm:ss) the total time for which ACD, non-ACD,
and Outbound interactions were put on
hold by agents

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Report Field Description

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

Average Completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

Figure 158: Open Media Queue Performance by Period

13.2.4 Open Media Queue and Queue Group Answer

Spectrum by Period
The Open Media Queue and Queue Group Answer Spectrum by Period reports provide
a frequency distribution of open media interactions answered for queues and queue
groups, across intervals, for the specified period.

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Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Open Media Queue and Queue Group
Answer Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Opened the number of interactions that agents

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

Maximum time to open (hh:mm:ss) the maximum delay before the interaction
was opened

Totals the total of each of the columns.

Note:
The 'Maximum' column displays the
highest value for the reporting period.

The remaining fields of the Open Media Queue Answer Spectrum by Period report
provide a frequency distribution of open media contact patterns based on the time
scale defined for the queue in YourSite Explorer. For each time period, the Count <=X
Minutes field reflects the total number of open media interactions for that interval and
all preceding intervals. Queue spectrum values that cannot be rounded to whole minute
values will display as decimal values with 2 places in the Count <=X Minutes report
fields.

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The remaining fields of the Open Media Queue Group Answer Spectrum by Period report
provide a frequency distribution of open media patterns based on a defined time scale
(Spectral Interval 1-10). The Spectrum Interval field reflects the total number of open
media interactions for that interval and all preceding intervals. The % of contacts opened
field reflects the percentage of open media interactions for that interval and all preceding
intervals.

Note:

• For each time period, > 120 seconds, the Count < x min field reflects the total
number of open media interactions for that interval and all preceding intervals.
• For the >120 minutes' time period, the Count < x min field reflects the total number
of open media interactions for that interval only.
• The % of Total field reflects the percentage of open media interactions for that
interval and all preceding intervals.

Figure 159: Queue and Queue Group Answer Spectrum by Period

13.2.5 Open Media Queue and Queue Group Handle

Spectrum by Period
The Open Media Queue and Queue Group Handle Spectrum by Period reports provide a
frequency distribution of open media interactions handled for queues and queue groups,
across intervals, for the specified period. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

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The following are the first three fields of the Open Media Queue and Queue Group
Handle Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

Handled the number of interactions replied to or

transferred. It also includes interactions
classified as junk or requiring no reply
from the Inbox

Maximum duration (hh:mm:ss) the duration of the longest SMS reply

for the period. The duration is calculated
from the time the SMS is put into reply
mode until the reply is sent, the SMS is
transferred, or until the SMS is classified
as junk or requiring no reply

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Open Media Queue Handle Spectrum by Period provide a
frequency distribution of open media patterns based on the time scale defined for the
queue in YourSite Explorer. For each time period, the Count <=X Minutes field reflects
the total number of open media interactions for that interval and all preceding intervals.
Queue spectrum values that cannot be rounded to whole minute values will display as
decimal values with 2 places in the Count <=X Minutes report fields.

The remaining fields of the Open Media Queue Group Handle Spectrum by Period report
provide a frequency distribution of open media patterns based on a defined time scale
(Spectral Interval 1-10). The Spectrum Interval field reflects the total number of open
media interactions for that interval and all preceding intervals. The % of contacts handled
field reflects the percentage of open media interactions for that interval and all preceding
intervals.

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Note:

• For each time period, except <= 541 seconds, the Count <= min field reflects the
total number of open media interactions for that interval and all preceding intervals.
• For the <= 541 minutes' time period, the Count <= min field reflects the total
number of openmedia interactions for that interval only.
• The % of Total field reflects the percentage of openmedia interactions for that
interval and all preceding intervals.

Figure 160: Queue and Queue Group Handle Spectrum by Period

13.2.6 Open Media Queue and Queue Group Interflow

Spectrum by Period
The Open Media Queue and Queue Group Interflow Spectrum by Period reports provide
a frequency distribution of open media interactions interflowed across queues and queue
groups. The data displays in intervals for the specified period. (See the following figure.)

Note:

‘Day of week’, ‘Month’, and ‘Day of month’ intervals have been added to the
Spectrum by Period reports. Upgrading from Version 6.x to Version 7.x converts
Spectrum by Day of Week reports into Spectrum by Period reports, with data
displaying by day of week intervals.

The following are the first three fields of the Open Media Queue and Queue Group
Interflow Spectrum by Period reports:

Report Field Description

Activity period the interval of the report

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Report Field Description

Interflowed the number of interactions redirected from

the queue to an alternate answer point,
such as another queue

Maximum delay to interflow (hh:mm:ss) the maximum delay before the interaction
was interflowed

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Open Media Queue Interflow Spectrum by Period provide a
frequency distribution of open media patterns based on the time scale defined for the
queue in YourSite Explorer. For each time period, the Count <=X Minutes field reflects
the total number of open media interactions for that interval and all preceding intervals.
Queue spectrum values that cannot be rounded to whole minute values will display as
decimal values with 2 places in the Count <=X Minutes report fields.

The remaining fields of the Open Media Queue Group Interflow Spectrum by Period
report provide a frequency distribution of open media patterns based on a defined time
scale (Spectral Interval 1-10). The Spectrum Interval field reflects the total number of
open media interactions for that interval and all preceding intervals. The % of contacts
interflowed field reflects the percentage of open media interactions for that interval and
all preceding intervals.

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Note:

• For each time period, except > 120 seconds, the Count < x min field reflects the
total number of openmedia interactions for that interval and all preceding intervals.
• For the >120 minutes' time period, the Count < x min field reflects the total number
of openmedia interactions for that interval only.
• The % of Total field reflects the percentage of open media interactions for that
interval and all preceding intervals.

Figure 161: Queue Interflow Spectrum by Period

13.2.7 Open Media Queue Group Answer Spectrum by

Queue
The Open Media Queue Group Answer Spectrum by Queue report provides a frequency
distribution of open media interactions for a queue group across intervals from 1-10. (See
the following figure.)

The following are the first three fields of the Open Media Queue Group Answer Spectrum
by Queue report:

Report Field Description

Reporting
the queue's reporting number

Full name the queue's name

Opened the number of interactions that agents

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

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Report Field Description

Maximum time to open (hh:mm:ss)

the maximum delay before the interaction
was opened

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Open Media Queue Group Spectrum by Queue report provide
a frequency distribution of open media patterns based on a defined time scale (Spectrum
Interval 1-10). The Spectrum Interval field reflects the total number of open media
interactions for that interval and all preceding intervals. The % of contacts opened field
reflects the percentage of open media interactions for that interval and all preceding
intervals.

Note:

Spectrum Interval 10 reflects the total number of open media interactions for that
interval only.

Figure 162: Queue Group Answer Spectrum by Queue

13.2.8 Open Media Queue Group Handle Spectrum by

Queue
The Open Media Queue Group Handle Spectrum by Queue report provides a frequency
distribution of open media interactions for a queue group across intervals from 1-10. (See
the following figure.)

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The following are the first three fields of the Open Media Queue Group Handle Spectrum
by Queue report:

Report Field Description

Reporting the queue's reporting number

Full name the queue's name

Handled the number of interactions replied to or

transferred. It also includes interactions
classified as junk or requiring no reply
from the Inbox

Maximum duration (hh:mm:ss) the duration of the longest open media

reply for the period. The duration is
calculated from the time the open media
is put into reply mode until the reply is
sent, the open media is transferred, or
until the open media is classified as junk
or requiring no reply

Totals the total of each of the columns

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Open Media Queue Group Handle Spectrum by Queue report
provide a frequency distribution of open media patterns based on a defined time scale
(Spectral Interval 1-10). The Spectrum Interval field reflects the total number of open
media interactions for that interval and all preceding intervals. The % of contacts handled
field reflects the percentage of open media interactions for that interval and all preceding
intervals.

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Note:

Spectrum Interval 10 reflects the total number of open media interactions for that
interval only.

Figure 163: Queue Group Handle Spectrum by Queue

13.2.9 Open Media Queue Group Interflow Spectrum by

Queue
The Open Media Queue Group Interflow Spectrum by Queue report provides a frequency
distribution of open media interactions for a queue group across intervals from 1-10. (See
the following figure.)

The following are the first three fields of the Open Media Queue Group Interflow
Spectrum by Queue report:

Report Field Description

Reporting the queue's reporting number

Full name the queue's name

Interflowed the number of interactions redirected from

the queue to an alternate answer point,
such as another queue

Maximum delay to interflow (hh:mm:ss) the maximum delay before the interaction
was interflowed

Totals the total of each of the columns

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Report Field Description

Note:

The 'Maximum' column displays the

highest value for the reporting period.

The remaining fields of the Open Media Queue Group Interflow Spectrum by Queue
report provide a frequency distribution of open media patterns based on a defined time
scale (Spectral Interval 1-10). The Spectrum Interval field reflects the total number of
open media interactions for that interval and all preceding intervals. The % of contacts
interflowed field reflects the percentage of open media interactions for that interval and
all preceding intervals.

Note:

Spectrum Interval 10 reflects the total number of open media interactions for that
interval only.

Figure 164: Queue Group Interflow Spectrum by Queue

13.2.10 Open Media Queue Group Performance by Queue

The Open Media Queue Group Performance by Queue reports provide the following
information:

Period Description

Reporting the queue's reporting number

Full name the queue's name

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Offered the number of interactions that agents

put into reply mode. It also includes
interactions classified as junk or requiring
no reply from the Inbox

Handled the number of interactions replied to or

transferred

Completed the number of interactions answered for

the queue

Interflowed the number of interactions redirected from

the queue to an alternate answer point,
such as another queue

Figure 165: Open Media Queue Group Performance by Queue

 14 Multimedia reports

Multimedia reports provide detailed information across media types: voice, email, chat,
and SMS. Using Multimedia reports, you can compare performance across media types.
Workflow reports are also available for Multimedia workflows. See "Workflow reports" for
more information.

You can optionally configure multimedia reports to exclude junk mail from email and SMS
Handled and Completed counts. For more information, see the following Mitel Knowledge
Base article: https://mitel.custhelp.com.

Multimedia reports include

• Queue reports
• Employee reports
• Agent reports

Note:

In Multimedia reports, only an employee’s longest logged durations are included in

the following statistics.

• Make Busy time

• Do Not Disturb time
• Shift time

If employees follow our best practices of using agent group presence to control their
availability, these durations should be the same across an employee’s agents.

14.1 Multimedia queue reports

Multimedia queue reports provide statistics on queues and queue groups that reflect
multimedia behavior and the service experienced by clients.

The Queue reports are listed below:

• Queue Group Multimedia by Queue with Agent Information

• Queue Group Multimedia by Queue
• Queue Group Multimedia by Queue by Account Code

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• Unified Queue Group Chart

Note:

Multimedia interactions in queue tagged as Junk or No Reply from Interactive Visual

Queue and Ignite are not included in queue Handled, Completed, and Offered
counts.

14.1.1 Multimedia Queue Group Multimedia by Queue with

Agent Information
The Queue Group Multimedia by Queue with Agent Information report displays
performance statistics for each queue comprising a queue group. The report also
displays information for agents who answered interactions from the queue, including
agents who may have received interactions transferred from the queue. Supervisors
can use this report to simultaneously view queue and agent statistics. (See the following
figure.)

The Queue Group Multimedia by Queue with Agent Information report displays the
following queue performance information.

Report Field Description

Reporting the queue’s reporting number

Full name the queue's name

Media server type the type of media server to which the

queue is assigned. This server collects
data on the queue and on the agents in
the answering agent groups

Delivered to queue the number of interactions sent to the

queue that were completed, interflowed,
or abandoned

Handled the number of interactions answered by

the queue’s answering agent groups

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Report Field Description

for voice, this is the total number of ACD

interactions answered by the agent

for email and SMS, this is the number

of interactions that the agent put into
reply mode. It also includes interactions
classified as junk or requiring no reply
from the Inbox

for chat, this is the number of interactions

that the agent put into reply mode

Completed the number of interactions completed by

the queue’s answering agent groups

for email and SMS, this is the number of

interactions replied to or transferred. It
also includes interactions classified as
junk or requiring no reply from the Inbox

for chat, this is the number of chat

sessions closed and transferred, not
including chat sessions abandoned by
customers

Transferred received the number of times interactions were

transferred to the queue from an agent's
Inbox

not applicable to voice

Service Level % the percentage of interactions handled

within the Service Level time, as specified
for the queue

No reply needed the number of interactions routed to the

queue that were marked as requiring no
reply

not applicable to voice or chat

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Report Field Description

Junk the number of interactions routed to the

queue that were classified as junk

not applicable to voice or chat

Requeued the number of interactions sent back to

the queue after being offered to the agent

for voice, these are interactions that, once

offered to the agent, were not answered

for email, chat, and SMS, these are

interactions that the agent declined
or did not open before the requeue
timer expired, or interactions that were
requeued after being on hold past the
permitted time. Interactions can also
requeue if the agent logs out while the
interaction is in the Inbox

Transferred out to agents the number of times interactions sent

to the queue were transferred from one
agent to another agent

Transferred out to queues the number of times interactions sent

to the queue were transferred from an
agent's Inbox to another queue

not applicable to voice

Transferred out to other for voice, this is the number of times

interactions sent to the queue were
transferred to an alternate answer point,
such as another queue or an external
number

for email, this is the number of times

interactions sent to the queue were
transferred to an external answer point

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Report Field Description

not applicable to chat or SMS

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

Average completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

The Multimedia Queue Group Multimedia by Queue with Agent Information report
displays the following agent information.

Report Field Description

Reporting the agent's reporting number

Full name the agent’s name

Handled the number of interactions, per media

type, that the agent has opened

for voice, this is the total number of ACD

interactions answered by the agent

for email and SMS, this is the number

of interactions that the agent put into
reply mode. It also includes interactions
classified as junk or requiring no reply
from the Inbox

for chat, this is the number of interactions

that the agent put into reply mode

Completed for voice, this is the number of ACD

interactions answered by the agent

for email and SMS, this is the number of

interactions replied to or transferred. It
also includes interactions classified as
junk or requiring no reply, from the Inbox

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Report Field Description

for chat, this is the number of chat

sessions closed and transferred, not
including chat sessions abandoned by
customers

No reply needed the number of interactions classified as

requiring no reply

not applicable to voice and chat

Junk the number of interactions classified as

junk

not applicable to voice and chat

Replied to the number of the agent’s completed

interactions representing replies

Requeued the number of interactions sent back to

the queue after being offered to the agent

for voice, these are interactions that, once

offered to the agent, were not answered

for email, chat, and SMS, these are

interactions that the agent declined
or did not open before the requeue
timer expired, or interactions that were
requeued after being on hold past the
permitted time. Interactions can also
requeue if the agent logs out while the
interaction is in the Inbox

Completed duration (hh:mm:ss) the total amount of time, including hold,

spent connected to interactions

Average completed duration (hh:mm:ss) the average amount of time, including

hold, spent connected to interactions

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Figure 166: Multimedia Queue Group Multimedia by Queue with Agent Information

14.1.2 Multimedia Queue Group Performance by Queue

The Multimedia Queue Group Performance by Queue report shows handling statistics for
queues comprising multimedia queue groups. (See the following figure.)

Note that the ‘Media server name’ field indicates the type of interaction to which the
statistics pertain. For example, the queue’s chat statistics are located in the same row as
the chat server.

The Multimedia Queue Group Performance by Queue report provides the following
information

Report Field Description

Media server name the name of the media server collecting

data on the queue.

the type of media server indicates the

media type to which subsequent statistics
pertain. For example, statistics for a chat
queue are listed in the same row as the
chat media server

Reporting the queue’s reporting number

Queue name the queue's name

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Report Field Description

Offered the number of interactions sent to the

queue that were completed, interflowed,
or abandoned

Completed the number of interactions completed by

the queue’s answering agent groups

for voice, this is the number of ACD

interactions answered by agents

for email and SMS, this is the number of

interactions replied to or transferred. It
also includes interactions classified as
junk or requiring no reply from the Inbox

for chat, this is the number of chat

sessions closed and transferred, not
including chat sessions abandoned by
customers

Handled the number of interactions answered by

the queue’s answering agent groups

for voice, this is the number of interactions

answered by the queue's members

for email and SMS, this is the number

of interactions that agents put into reply
mode. It also includes interactions
classified as junk or requiring no reply
from the Inbox

for chat, this is the number of interactions

that agents put into reply mode

Abandoned (short) the number of interactions abandoned

before the Short Abandon time, as
configured for the queue

not applicable to email and SMS

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Report Field Description

Abandoned (long) the number of interactions abandoned

after the Short Abandon time

for voice, Abandoned statistic refer to the

number of interactions where the caller
disconnected before an agent answered

for chat, Abandoned statistics refer to

instances where the customer closed the
chat session before the agent handled it

not applicable to email and SMS

the number of interactions redirected from the queue to

Interflowed an alternate answer point, such as another queue. Intera
ctions redirected before the Short Abandon time are not
included in Interflow statistics.

Requeued the number of interactions sent back to

the queue after being offered to an agent

for voice, these are interactions that, once

offered to the agent, were not answered

for email, chat, and SMS, these are

interactions that the agent declined or did
not open before the requeue timer expired
, or interactions that were requeued after
being on hold past the permitted time.
Interactions can also requeue if the agent
logs out while the interactions is in the
Inbox

Queue unavailable the number of interactions either routed

to the queue's unavailable answer point/
overflow point or interflowed before the
Short Abandon time

not applicable to email, chat, or SMS

No reply needed the number of interactions routed to the

queue that were marked as requiring no
reply

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Report Field Description

not applicable to voice and chat

Answered by Group 1 the number of interactions answered by

the first answer point

Answered by Group 2 the number of interactions answered by

the second answer point

Answered by Group 3 the number of interactions answered by

the third answer point

Answered by Group 4 the number of interactions answered by

the fourth answer point

Note:

If more than four overflow answer

points are configured, interactions
answered by the fifth, sixth, etc.
answer points are included in this
statistic.

Average speed of answer (hh:mm:ss) the average delay between when an

interaction reached a queue and when it
was opened or answered

Average delay to interflow (hh:mm:ss) the average delay between when an

interaction reached the queue and when
it was redirected to an alternate answer
point

Average delay to abandon (hh:mm:ss) the average delay between when an

interaction reached the queue and when it
was abandoned

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Report Field Description

not applicable to email and SMS

Handling time (hh:mm:ss) the amount of time, including hold, spent

completing interactions sent to the queue

Average handling time (hh:mm:ss) the average amount of time, including

hold, spent completing interactions sent to
the queue

Service Level % the percentage of interactions handled

within the Service Level time, as specified
for the queue

Answer % the percentage of interactions offered to

the queue that were answered by agents

Totals the total of each of the columns

Figure 167: Multimedia Queue Group Performance by Queue

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14.1.3 Multimedia Queue Group Performance by Queue by

Account Code
The Multimedia Queue Group Performance by Queue by Account Code report displays
Account Code statistics tagged on interactions routed to queues in queue groups. This
report also displays the duration agents spent working on the tagged interaction, until
either the interaction was completed or tagged with another code.

The report is broken down by the queues comprising the queue group. This enables
supervisors to view performance statistics for multiple queues, within a single report.
(See the following figure.)

The Multimedia Queue Group Performance by Queue by Account Code report provides
the following information.

Report Field Description

Queue reporting the queue’s reporting number

Queue name the queue's name

Account Code reporting the Account Code’s reporting number

Account Code name the name of the Account Code

Account Codes entered the number of times the Account Code

was entered

Duration the amount of time, including hold,

between when an Account Code was
entered and when the interaction was
either completed, tagged with another
Code, or when the agent logged off

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Report Field Description

Note:

For Classification Codes (voice

only), this statistic includes transfer
time, time calls were handled at
other extensions, and Work Timer
durations if configured for the queue.

Average duration (hh:mm:ss) the average time, including hold, spent

working on interactions tagged with the
Account Code

Note:

For Classification Codes (voice

only), this statistic includes transfer
time, time calls were handled at
other extensions, and Work Timer
durations if configured for the queue.

Total the total of each of the columns

Figure 168: Multimedia Queue Group Performance by Queue by Account Code

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14.1.4 Unified Queue Group chart

The Unified Queue Group chart displays detailed information for the queues comprising
Unified Queue Groups. The chart includes several graphs that enable supervisors to see,
at a glance, the queues’ handling, traffic, service level, and available agent statistics. The
chart also indicates whether queues are meeting their Service Level targets. (See the
following figure.)

Note that Media server values indicate the queues to which the statistics pertain. For
example, statistics for a chat queue are indicated by a chat media server.

Note:

• Unified Queue Groups can contain one email, one chat, and one SMS queue only.
• In networked ACD environments, the voice media server’s name in the Handled by
Hour and Available Agent by Hour graphs may differ. These names are accurate to
each 3300 ICP on which the devices are programmed.

The Unified Queue Group chart displays the following graphs and information.

Graph Description

Handled by hour The Handled by Hour graph displays

the number of interactions answered
(voice) or opened (email/chat/SMS) for
the queues in the Unified Queue group, by
time of day

For voice, this is the number of

interactions answered by the queue's
members

For email and SMS, this is the number

of interactions that agents put into reply
mode. It also includes interactions
classified as junk or requiring no reply
from the Inbox

For chat, this is the number of interactions

that agents put into reply mode

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Graph Description

Traffic by media server The Traffic by Media Server graph

displays the number of interactions
completed and abandoned for the queues
in the Unified Queue group

For voice, Completed statistics refer to the

number of interactions answered for the
queue

For email and SMS, Completed statistics

refer to the number of interactions
replied to or transferred. It also includes
interactions classified as junk or requiring
no reply from the Inbox

For chat, Completed statistics refer to

the number of chat sessions closed and
transferred, not including chat sessions
abandoned by customers

For voice, Abandoned statistics refer to

the number of interactions sent to the
queue where the client disconnected
before the interaction was answered

for chat, Abandoned statistics refer to

instances where the customer closed the
chat session before the agent handled it

Abandoned statistics are not applicable to

email and SMS

Stats affecting service level displays statistics affecting the queue’s

Service Level, including abandoned
interactions, requeued interactions,
interflowed interactions, and queue
unavailable counts

Available agents by hour the Available Agents by Hour graph

displays the number of agents available to
the queue, for the reporting period

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In addition to the information displayed by the graphs listed above, the Unified Queue
Group chart displays the following information.

Chart Field Description

Media server the media server collecting data. The type

of media server indicates the type of data
being collected, voice or multimedia

Average handling time the average amount of time, including

hold, spent completing interactions sent to
the queue

For voice, this is the average time spent

connected to interactions

For email and SMS, this is the average

time taken to reply to, transfer, or classify
the interaction as junk or requiring no
reply

For chat, this is the average time taken to

close or transfer a chat session

Service Level this portion of the chart displays statistics

affecting the queue's Service Level,
as programmed in YourSite Explorer.
This includes abandoned interactions,
requeues, interflowed interactions, and
queue unavailable counts. The bar
running through the chart indicates the
queue's Service Level for the reporting
period. If the bar does not reach your
Service Level targets, adjust the factors
listed here

Total the total of each of the columns

Figure 169: Unified Queue Group chart

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14.2 Multimedia Employee reports

Multimedia Employee reports provide statistics on employee groups to reflect multimedia

behavior and the service experienced by clients.

The Employee reports are listed below:

• Employee Group by Employee by Agent

• Employee Group Performance by Employee by Queue
• Employee Inbound Trace

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14.2.1 Multimedia Employee Group by Employee by Agent

The Multimedia Employee Group by Employee by Agent report shows multimedia agent
performance and shift time statistics for employees' agents, across an employee group.
The media server field indicates the type of interaction to which the statistics pertain. For
example, statistics for an employee’s chat agent are located in the same row as the chat
server. (See the following figure.)

The Subtotal row for Total shift time (hh:mm:ss) displays only the highest logged shift
time for an employee’s agents. For example, if an employee’s chat agent worked a four-
hour shift and their email agent worked a five-hour shift, the Subtotal row displays five
hours.

The Multimedia Employee Group by Employee by Agent report provides the following
information.

Report Field Description

Employee reporting the Employee ID for the employee

Employee name the name associated with the Employee

ID

Agent name the name associated to the Agent ID

Media server name the name of the media server collecting

data on the employee’s agent

Handled the number of interactions, per media

type, that the agent has opened

for voice, this is the total number of ACD

interactions answered by the agent

for email and SMS, this is the number

of interactions that the agent put into
reply mode. It also includes interactions
classified as junk or requiring no reply
from the Inbox

for chat, this is the number of interactions

that the agent put into reply mode

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Report Field Description

Replied to the number of completed interactions, per

media type, representing replies

not applicable to voice

Requeued the number of interactions sent back to

the queue after being offered to the agent

for voice, these are interactions that, once

offered to the agent, were not answered

for email, chat, and SMS, these are

interactions that the agent declined
or did not open before the requeue
timer expired, or interactions that were
requeued after being on hold past the
permitted time. Interactions can also
requeue if the agent logs out while the
interactions is in the Inbox

Junk the number of interactions, per media

type, classified as junk

not applicable to voice and chat

No reply needed the number of interactions, per media

type, that the employee’s agent classified
as requiring no reply

not applicable to voice and chat

Account Codes entered the number of interactions, per media

type, tagged with an Account Code

Total shift time (hh:mm:ss) the total time the employee's agent was
logged into the system

Subtotal the subtotal of each of the columns

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Report Field Description

Note:

For Total shift time (hh:mm:ss),

this row displays the employee’s
maximum shift time

Totals the total of each of the columns

Note:

For Total shift time (hh:mm:ss), this

row summarizes the maximum shift
times for all employees

Figure 170: Multimedia Employee Group by Employee by Agent

14.2.2 Multimedia Employee Group Performance by

Employee by Queue
The Multimedia Employee Group Performance by Employee by Queue report shows
the interaction workload distribution across the employees in an employee group, by

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queue. It reports the interaction statistics in hours, minutes, and seconds, and provides
interaction counts across employees. (See the following figure.)

The Multimedia Employee Group Performance by Employee by Queue report provides

the following performance information across employees:

Report Field Description

Employee name the name associated with the Employee

ID

Employee ID the Employee ID for the employee

Media server name the name of the media server collecting

data on the employee’s agent

Reporting the queue’s reporting number

ACD queue name the queue's name

Shift duration the total time the agent was logged into
the system

ACD contacts handled the number of ACD interactions answered

Contacts requeued the number of interactions sent back to

the queue after being offered to the agent

for voice, these are interactions that, once

offered to the agent, were not answered

for email, chat, and SMS, these are

interactions that the agent declined or did
not open before the requeue timer expired
, or interactions that were requeued after
being on hold past the permitted time.
Interactions can also requeue if the agent
logs out while the interaction is in the
Inbox

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Report Field Description

ACD handling time (hh:mm:ss) the amount of time, excluding hold, spent
completing interactions sent to the queue

Note:

For voice, this statistic includes hold

for voice, this is the time spent connected

to interactions

for email and SMS, this is the time

taken to reply to, transfer, or classify the
interaction as junk or requiring no reply

for chat, this is the time taken to close or

transfer a chat session

Average ACD handling time (hh:mm:ss) the average amount of time, excluding
hold, spent completing interactions sent to
the queue

for voice, this is the average time spent

connected to interactions

for email and SMS, this is the average

time taken to reply to, transfer, or classify
the interaction as junk or requiring no
reply

for chat, this is the average time taken to

close or transfer a chat session

Percent of handling the percentage of an employee’s handling

time spent on interactions of a specific
media type

Totals the total of each of the columns

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Figure 171: Multimedia Employee Group Performance by Employee by Queue

14.2.3 Multimedia Employee Inbound Trace

The Multimedia Employee Inbound Trace report shows interactions sent to employees
in your contact center and provides a high-level view of how employees handled these
interactions. The report breaks down interactions into interaction segments, determined
by specific reasons. Sample reasons include when the interaction was delivered to the
queue, if the employee declined the interaction, and if an Account Code was entered.

You can use the Multimedia Employee Inbound Trace report to determine how
interactions are being handled in your organization. For example, you can see if
requeues are occurring or if interactions are bouncing from queue to queue.

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Note:

• For Employee Conversation Detail and Multimedia Employee Trace reports,

on the Basic tab, you can select 'Create one report for each of the employee’s
supported media servers'. This option creates reports for each of the employee’s
media types, based on the media server to which their devices are associated.
An employee-level report will also be created. Otherwise, a single employee-level
report will be created.
• For email, interaction segments represent one exchange between agent and
customer. A single interaction will not represent an ongoing email exchange.
• We do not recommend printing this report due to its size. However, if you do wish
to print this report, please modify the size manually as it spans multiple pages.
• If an employee or an agent group contains MiVB Voice Agents using Classification
Codes, then these codes will not be displayed in the Multimedia Employee
Inbound Trace Report.

You can filter the Multimedia Employee Inbound Trace report to

• Include interaction segments that extend outside the date range

• Include only specific types of interaction reasons (select from ‘Cause’ and ‘Call type’
lists provided)

Note:

‘Cause’ refers to email, chat, and SMS segment reasons. 'Call type' refers to voice
segment reasons.

• Suppress visual formatting for improved readability if you want to format the report in
Excel.

Filter applicability varies by media type.

The following table defines the reasons for chat, email, and SMS segments in the
Multimedia Employee Inbound Trace report.

The following figure provides an example of a Multimedia Employee Inbound Trace

report.

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Table 14: Multimedia Employee Inbound Trace Reason type: Chat, email, and SMS

Reason Description

Queued the interaction was delivered to a queue

Agent decline an agent declined the interaction

Interflow the interactions were redirected to an

alternate answer point, such as another
queue

Requeue the interaction was returned to the queue

after being offered to an agent

Unavailable the interaction's destination was

unavailable

Agent answer an agent answered the interaction

for email and SMS, this is when the

interaction is put into reply mode, or
classified as junk or requiring no reply,
from the Inbox

for chat, this is when the interaction is put

into reply mode

Account Code an Account Code was entered

Transfer the interaction was transferred to another

destination

Complete the interaction ended

Abandon the interaction was abandoned

not applicable to email and SMS

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Reason Description

Worktimer the Work Timer state was entered

Conference a conference on the interaction was

initiated

not applicable to email, chat, and SMS

Park email the agent logged out with the email

interaction in the Inbox, if requeue on
logout disabled

Failed the interaction failed to route

Unknown an unknown reason occurred

if this segment displays, contact Mitel

Technical Support at 1-800-722-1301
(North American customers) or your
approved Mitel vendor (for customers
residing in Latin America, Europe, the
Middle East, Africa, and Asia Pacific)

The following table defines the reasons for voice segments. A description of the fields in
the report follows.

Table 15: Multimedia Employee Inbound Trace Reason type: Voice

Reason Description

Internal outbound call a call to an internal destination was made

Internal non-ACD answered an internal, non-ACD call was answered

Internal non-ACD abandoned an internal, non-ACD call was abandoned

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Reason Description

Internal ACD answered an internal, ACD call was answered

Internal ACD abandoned an internal, ACD call was abandoned

Internal ACD interflowed an internal, ACD call was redirected to an

alternate answer point, such as another
queue or voicemail

Internal ACD requeued an internal, ACD call was sent back to the
queue after being offered to an agent

Internal ACD unavailable the device was unavailable to receive an

internal, ACD call

Local outbound call a local, outbound call was made

Local non-ACD answered a local, non-ACD call was answered

Local non-ACD abandoned a local, non-ACD call was abandoned

Local ACD answered a local, ACD call was answered

Local ACD abandoned a local, ACD call was abandoned

Local ACD interflowed a local, ACD call was redirected to

another answer point, such as another
queue or voicemail

Local ACD requeued a local, ACD call was sent back to the
queue after being offered to an agent

Local ACD unavailable the device was unavailable to receive a

local, ACD call

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Reason Description

Unknown an unknown reason occurred

if this segment displays, contact Mitel

Technical Support at 1-800-722-1301
(North American customers) or your
approved Mitel vendor (for customers
residing in Latin America, Europe, the
Middle East, Africa, and Asia Pacific)

The Multimedia Employee Inbound Trace report provides the following information:

Report Field Description

Media server the type of media server collecting data

Conversation started the start time of the interaction, based on

the first segment reason for the interaction

Conversation ended the end time of the interaction, based on

the last segment reason for the interaction

Segment started the start time of the interaction segment

Segment ended the end time of the interaction segment

Reason the reason or cause of the interaction

segment

From the interaction’s originator

Addressed to the interaction’s original destination

Directed to the subsequent devices to which the

interaction was directed

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Report Field Description

Answered by the device answering the interaction

Account Code the Account Code entered during the

segment

Conversation Id the ID associated to an interaction. This

field links interaction segments together

Figure 172: Multimedia Employee Inbound Trace

14.3 Multimedia agent reports

Multimedia Agent reports provide statistics on agents and agent groups that reflect
multimedia behavior and the service experienced by clients.

The Agent reports are listed below

• Agent Group by Media Server by Agent

• Agent Group Inbound Trace

14.3.1 Multimedia Agent Group by Media Server by Agent

The Multimedia Agent Group by Media Server by Agent report shows performance,
agent state, and shift time statistics for agent groups. These statistics are broken down
by the groups’ associated agents and the media interactions on which the agents work.
This report enables a comparison of agent performance, within an agent group, when
working with different media. (See the following figure.)

Note that the media server field indicates the type of interaction to which the statistics
pertain. For example, the agent’s chat statistics are located in the same row as the chat
server.

The Multimedia Agent Group by Media Server by Agent report provides the following
information:

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Report Field Description

Media server name the name of the media server collecting

data on the agent

the type of media server indicates the

agent capability to which subsequent
statistics pertain. For example, statistics
for a chat agent are listed in the same row
as the chat media server

Reporting the agent's reporting number

Full name the agent’s name

Handled the number of interactions, per media

type, that the agent has opened

for voice, this is the total number of ACD

interactions answered by the agent

for email and SMS, this is the number

of interactions that the agent put into
reply mode. It also includes interactions
classified as junk or requiring no reply
from the Inbox

for chat, this is the number of interactions

that the agent put into reply mode

Replied to the number of completed interactions, per

media type, representing replies

not applicable to voice

Requeued the number of interactions sent back to

the queue after being offered to the agent

for voice, these are interactions that, once

offered to the agent, were not answered

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Report Field Description

for email, chat, and SMS, these are

interaction that the agent declined
or did not open before the requeue
timer expired, or interactions that were
requeued after being on hold past the
permitted time. Interactions can also
requeue if the agent logs out while the
interaction is in the Inbox

Make Busy count the number of times the agent entered

Make Busy

Note:

This column does not include a

'Totals' statistic

Junk the number of interactions classified as

junk

not applicable to voice and chat

No reply needed the number of interactions classified as

requiring no reply

not applicable to voice and chat

Account Codes entered the number of times the Account Code

was entered

for voice, this statistic includes Outbound

Account Codes

Total shift time (hh:mm:ss) the total time the agent was logged into
the system

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Report Field Description

Totals the total of each of the columns

Figure 173: Multimedia Agent Group by Media Server by Agent

14.3.2 Multimedia Agent Group Inbound Trace

The Multimedia Agent Group Inbound Trace report shows interactions sent to agent
groups and provides a high-level view of how agents handled these interactions. The
report breaks down interactions into interaction segments, determined by specific
reasons. Sample reasons include when the interaction was delivered to the queue, if an
agent declined the interaction, and if an Account Code was entered.

You can use the Multimedia Agent Group Inbound Trace report to determine how
interactions are being handled in your organization. For example, you can see if
requeues are occurring or if interactions are bouncing from queue to queue.

Note:

• For email, interaction segments represent one exchange between agent and
customer. A single interaction will not represent an ongoing email exchange.
• We do not recommend printing this report due to its size. However, if you do wish
to print this report, please modify the size manually as it spans multiple pages.
• If an employee or an agent group contains MiVB Voice Agents using Classification
Codes, then these codes will not be displayed in the Multimedia Agent Group
Inbound Trace Report.

You can filter the Multimedia Agent Group Inbound Trace report to

• Include interaction segments that extend outside the date range

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• Include only specific types of interaction reasons (select from ‘Cause’ and ‘Call type’
lists provided)

Note:

‘Cause’ refers to email, chat, and SMS segment reasons. 'Call type' refers to voice
segment reasons.

• Suppress visual formatting for improved readability if you want to format the report in
Excel.

Filter applicability varies by media type.

The following table defines the reasons for chat, email, and SMS segments in the
Multimedia Agent Group Inbound Trace report.

The following figure provides an example of a Multimedia Agent Group Inbound Trace
report.

Table 16: Multimedia Agent Group Inbound Trace Reason type: Chat, email, and
SMS

Reason Description

Queued the interaction was delivered to a queue

Agent decline an agent declined the interaction

Interflow the interactions were redirected to an

alternate answer point, such as another
queue

Requeue the interaction was returned to the queue

after being offered to an agent

Unavailable the interaction's destination was

unavailable

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Reason Description

Agent answer an agent answered the interaction

for email and SMS, this is when the

interaction is put into reply mode, or
classified as junk or requiring no reply,
from the Inbox

for chat, this is when the interaction is put

into reply mode

Account Code an Account Code was entered

Transfer the interaction was transferred to another

destination

Complete the interaction ended

Abandon the interaction was abandoned

not applicable to email and SMS

Worktimer the Work Timer state was entered

Conference a conference on the interaction was

initiated

not applicable to email, chat, and SMS

Park email the agent logged out with the email

interaction in the Inbox, if requeue on
logout disabled

Failed the interaction failed to route

Unknown an unknown reason occurred

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Reason Description

if this segment displays, contact Mitel

Technical Support at 1-800-722-1301
(North American customers) or your
approved Mitel vendor (for customers
residing in Latin America, Europe, the
Middle East, Africa, and Asia Pacific)

The following table defines the reasons for voice segments. Reason applicability varies
by media type. A description of the fields in the report follows.

Table 17: Multimedia Agent Group Inbound Trace Reason type: Voice

Reason Description

Internal outbound call a call to an internal destination was made

Internal non-ACD answered an internal, non-ACD call was answered

Internal non-ACD abandoned an internal, non-ACD call was abandoned

Internal ACD answered an internal, ACD call was answered

Internal ACD abandoned an internal, ACD call was abandoned

Internal ACD interflowed an internal, ACD call was redirected to an

alternate answer point, such as another
queue or voicemail

Internal ACD requeued an internal, ACD call was sent back to the
queue after being offered to an agent

Internal ACD unavailable the device was unavailable to receive an

internal, ACD call

Local outbound call a local, outbound call was made

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Reason Description

Local non-ACD answered

a local, non-ACD call was answered

Local non-ACD abandoned

a local, non-ACD call was abandoned

Local ACD answered a local, ACD call was answered

Local ACD abandoned a local, ACD call was abandoned

Local ACD interflowed a local, ACD call was redirected to another answer point
, such as another queue or voicemail
Local ACD requeued
a local, ACD call was sent back to the
queue after being offered to an agent

Local ACD unavailable the device was unavailable to receive a local, ACD call
Unknown
an unknown reason occurred

if this segment displays, contact Mitel

Technical Support at 1-800-722-1301
(North American customers) or your
approved Mitel vendor (for customers
residing in Latin America, Europe, the
Middle East, Africa, and Asia Pacific)

The Multimedia Agent Group Inbound Trace report provides the following information

Report Field Description

Media server the type of media server collecting data

Reporting the agent's reporting number

Conversation started the start time of the interaction, based on

the first segment reason for the interaction

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Conversation ended the end time of the interaction, based on

the last segment reason for the interaction

Segment started the start time of the interaction segment

Segment ended the end time of the interaction segment

Reason the reason or cause of the interaction

segment

From the interaction’s originator

Addressed to the interaction’s original destination

Directed to the subsequent devices to which the

interaction was directed

Answered by the device answering the interaction

Account Code the Account Code entered during the

segment

Conversation Id the ID associated to an interaction. This

field links interaction segments together

Figure 174: Multimedia Agent Group Inbound Trace

 15 Workforce Scheduling reports

Workforce Scheduling enables supervisors to schedule their employees efficiently and

cost-effectively.

Workforce Scheduling reports include

• Schedules reports
• Employee Portal reports

15.1 Schedules reports

The Schedules reports are listed below:

• Detailed Schedule by Employee with Totals

• Employee Configuration
• Schedule by Employee by Time Off by Day of Week
• Schedule Coverage Totals by Type
• Summary Schedule by Employee
• Work Hours Summary Schedule by Employee

15.1.1 Detailed Schedule by Employee with Totals

The Workforce Scheduling Detailed Schedule by Employee with Totals report provides
the weekly schedule of employees and includes event totals. (See the following figure.)

You can optionally filter the Detailed Schedule by Employee with Totals report based on
the following variables

• Event type (shift, time off, unavailable, and break)

• Shift types
• Break types
• Time off types

The Workforce Scheduling Detailed Schedule by Employee with Totals report provides
the following schedule information:

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Report Field Description

Employee name the employee's name

Employee reporting the employee's reporting number

Date the month, day and year

Start time the time at which the employee shift

begins, in either 12 or 24 hour format

End time the time at which the supervisor shift

ends, in either 12 or 24 hour format

Duration (hh:mm:ss) the duration of the employee shift

Event the event associated with the employee

shift

Notes the notes entered for the employee shift in

Workforce Scheduling

Subtotal the number of hours, minutes, and

seconds each employee in the report is
scheduled

Total the total number of hours, minutes, and

seconds all employees in the report are
scheduled

Figure 175: Detailed Schedule by Employee with Totals

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15.1.2 Employee Configuration

The Workforce Scheduling Employee Configuration report provides the configuration
information of all employees. (See the following figure.)

The Workforce Scheduling Employee Configuration report provides the following

schedule information across employees:

Report Field Description

Name the name associated with the employee

ID

Part time the employment status of the employee,

either part time (PT) or full time (FT)

Minimum daily hours the minimum number of hours in a day for

which the employee can be scheduled

Minimum weekly hours the minimum number of hours in a week

for which the employee can be scheduled

Maximum weekly hours the maximum number of hours in a week

for which the employee can be scheduled

Pay period the employee pay period information,

either weekly, bi-weekly, 15th and 30th or
monthly

Pay type the employee pay type, either hourly or

yearly, and the amount

Pay rate the employee pay rate

Weekday name the day of the week for which the

employee is scheduled

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Report Field Description

Label the name of the shift available to the

employee for the day of the week, where
PT is a part time shift and FT is full time

Assigned overtime the overtime types assigned to the

employee

Assigned time off the time off type assigned to the employee

Assigned skill the skills assigned to the employee

Skill level the skill level assigned to a assigned skill

Availability enabled the employee availability by day of

the week and start time and end time
(hh:mm:ss)

Figure 176: Employee Configuration

15.1.3 Schedule by Employee by Time Off by Day of Week

The Workforce Scheduling Schedule by Employee by Time Off by Day of Week report
provides the weekly schedule of employees taking time off. (See the following figure.)

The Workforce Scheduling Schedule by Employee by Time Off by Day of Week report
provides the following schedule information:

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Report Field Description

Full name the name associated with the employee

ID

Reporting the employee’s reporting number

Code the name of the time off type

Day of the week the day of the week for which employees
are scheduled for time off

Subtotal the total number of hours, minutes, and

seconds an employee is scheduled for
time off in a day

Totals the total number of hours, minutes, and

seconds all employees are scheduled for
time off in a week

Figure 177: Schedule by Employee by Time Off by Day of Week

15.1.4 Schedule Coverage Totals by Type

The Workforce Scheduling Schedule Coverage Totals by Type report provides the event
totals of employees for the specified time period. Event totals represent the total number
of employees scheduled for an event. (See the folllowing figure.)

You can filter the Workforce Scheduling Schedule Coverage Totals by Type report based
on the following event totals

• Forecasted
• On break
• Scheduled
• Non ACD job
• ACD job

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• At work
• Over/Under
• Overtime

The Workforce Scheduling Schedule Coverage Totals by Type report provides the
following schedule information:

Report Field Description

Full name the name of the Workforce Scheduling

event total

Weekday name (Day, Month, Year) the day of the year for which the
employee is scheduled, where T is time
off, S is shift, and U is unavailable

Figure 178: Workforce Scheduling Schedule Coverage Totals by Type report

15.1.5 Summary Schedule by Employee

The Workforce Scheduling Summary Schedule by Employee report provides the
schedule of employees for the specified time period. (See the following figure.)

Note:

• If you want to run this report for a large number of employees, do so by creating
and selecting an employee group containing all of the employees you want to
report on, otherwise, if the list of employees is excessively long, some selected
employees may be excluded from the report.
• If you choose to run this report over a seven-day span, the final report will instead
contain two weeks of data. The least number of days you can produce this report
for is nine days because the report needs at least nine columns to support the
report banner structure.

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The Workforce Scheduling Summary Schedule by Employee report provides the

following schedule information:

Report Field Description

Full name the employee's name

Reporting the employee's reporting number

Weekday name (Day, Month, Year) the day of the year for which the
employee is scheduled, where T is time
off, S is shift, and U is unavailable

Day of the week the day of the week for which employees
are scheduled for time off

Figure 179: Workforce Scheduling Summary Schedule by Employee

15.1.6 Work Hours Summary Schedule by Employee

The Work Hours Summary Schedule by Employee report provides annualized or
cumulative hours worked or scheduled by employee. This report is useful for contact
centers with varying staffing needs, based on peak and less busy seasons, enabling
supervisors to track employee hours over extended periods. (See the following figure.)

The Work Hours Summary Schedule by Employee report provides the following schedule
information:

Report Field Description

Full name the employee's name

Reporting the employee's reporting number

Total paid hours scheduled the total number of paid hours scheduled
for the employee from start to end, for

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Report Field Description

a designated time period, minus unpaid

breaks

Total paid hours worked the total number of hours worked by

the employee from start to today, minus
unpaid breaks

Total shifts assigned the total number of shifts assigned to the

employee for the specified time period

Average paid hours per shift the average number of hours the
employee works per shift

Totals the total of each of the columns

Figure 180: Work Hours Summary Schedule by Employee

15.2 Employee Portal reports

The Employee Portal reports are listed below:

• Employee Portal Availability Requests

• Employee Portal Shift Change Status
• Employee Portal Shift Requests
• Employee Portal Time Off Requests

15.2.1 Employee Portal Availability Requests

The Employee Portal Availability Requests report provides an overview of all employee
requests for availability changes that were made during the specified reporting period,
including employee notes, supervisor notes, and request status. (See the following
figure.)

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The Employee Portal Availability Requests report provides the following schedule
information:

Report Field Description

Reporting the employee's reporting number

Full name the employee's name

Effective date the date the requested availability change

will occur

Status the status of the availability change

request

Current availability by day of week the current availability for the specified
day of the week

Availability change request by day of week the requested availability for the specified
day of the week

Current availability by time of day - start the time the employee is currently
available to work for the specified time of
day

Availability change request by time of day the requested availability for the specified
- start time of day

Current availability by time of day - end the time the employee is currently
available to work for the specified time of
day

Availability change request by time of day the requested availability for the specified
- end time of day

Employee notes any employee notes entered with the

availability change request

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Report Field Description

Supervisor notes any supervisor notes entered with the

availability change request

Figure 181: Employee Portal Availability Requests

15.2.2 Employee Portal Shift Change Status

The Employee Portal Shift Change Status report provides an overview of all employee
requests to offer, take, and trade shifts. (See the following figure.)

The Employee Portal Shift Change Status report provides the following schedule
information:

Report Field Description

Reporting the employee's reporting number

Full name the employee's name

Schedule name the name of the schedule for which the

employee is offering a shift

Offered shift name the name of the shift that the employee is
offering

New shift name the name of the shift the employee is now
scheduled to work

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Report Field Description

Supervisor notes any supervisor notes entered with the shift

change request

Status the status of the shift change request

Figure 182: Employee Portal Shift Change Status

15.2.3 Employee Portal Shift Requests

The Employee Portal Shift Requests report provides an overview of all employee
requests to offer, take, and trade shifts. (See the following figure.)

The Employee Portal Shift Requests report provides the following schedule information:

Report Field Description

Reporting the employee's reporting number

Full name the name of the employee offering the

shift

Schedule name the name of the schedule for which the

employee is offering a shift

Offered shift name the name of the shift that the employee is
offering

Offered shift start time the time at which the shift being offered
begins

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Report Field Description

Offered shift end time the time at which the shift being offered
ends

Offering employee notes any notes entered by the employee

offering the shift

Proposing employee name the name of the employee proposing to

take/trade the shift

New shift name the name of the shift being offered for
trade by the proposing employee

Proposed shift start time the time at which the shift being offered for
trade begins

Proposed shift end time the time at which the shift being offered for
trade ends

Proposing employee notes any notes entered by the employee

proposing to take or trade the shift

Supervisor notes any supervisor notes entered with the shift

change request

Status the status of the shift change request

Figure 183: Employee Portal Shift Requests

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15.2.4 Employee Portal Time Off Requests

The Employee Portal Time Off Requests report provides an overview of all employee
requests for time off that were made during the specified reporting period. (See the
following figure.)

The Employee Portal Time Off Requests report provides the following schedule
information:

Report Field Description

Reporting the employee's reporting number

Full name the name associated with the Employee

ID

Time off type the type of time off being requested

Time off request - start the start date and time of the time off
request

Time off request - end the end date and time of the time off
request

Paid whether the time off being requested is

paid or unpaid

Employee notes any employee notes entered with the time

off request

Supervisor notes any supervisor notes entered with the time

off request

Status the status of the time off request

Figure 184: Employee Portal Time Off Requests

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15.3 Schedule Adherence reports

The Schedule Adherence reports are listed below

• Employee Adherence Trace

• Employee Group Adherence by Period
• Employee Group Time Out of Adherence by Employee by Day of Week/Month

15.3.1 Employee Adherence Trace

The Schedule Adherence Employee Adherence Trace report provides statistics on
employee adherence to scheduled events and event times. (See the following figure.)

Note:

Calls display as two segments in Trace reports if you use route optimization. The first
segment indicates the pre-optimized talk time (indicated by an r in the SMDR record),
and the second segment indicates the post-optimized talk time (indicated by an R in
the SMDR record). In Trace reports, combining the talk time for these two segments
represents the length of the call.

The Schedule Adherence Employee Adherence Trace report provides the following
schedule information:

Report Field Description

Reporting the employee's reporting number

Name the name associated with the employee

ID

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Report Field Description

Out of adherence start time the time at which the employee entered
the out of adherence state

Out of adherence end time the time at which the out of adherence
employee began adhering to the
scheduled event

Out of adherence duration the duration of time that the employee

was out of adherence

Actual event the event the employee was performing

while out of adherence

Scheduled event the event for which the employee was

scheduled to perform

Scheduled event start time the time at which the employee was
scheduled to start the scheduled event

Scheduled event end time the time at which the employee was
scheduled to end the scheduled event

Total the total time spent out of adherence

Figure 185: Schedule Adherence Employee Adherence Trace report

15.3.2 Employee Group Adherence by Period

The Schedule Adherence Employee Group Adherence by Period report provides
statistics on employee group adherence totals. (See the following figure.)

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The Schedule Adherence Employee Group Adherence by Period report provides the
following schedule information:

Report Field Description

Activity period the time of day

Total no. scheduled the total number of employees scheduled

No. adhering to schedule the total number of employees adhering to

the schedule

No. not adhering to schedule the total number of employees not

adhering to the schedule

Adhering to schedule (%) the percent of employees adhering to the

schedule

Not adhering to schedule (%) the percent of employees not adhering to

the schedule

Total the total of each of the columns

Figure 186: Employee Group Adherence by Period

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15.3.3 Employee Group Time Out of Adherence by

Employee by Day of Week/Month
The Schedule Adherence Employee Group Time Out of Adherence by Day of Week/
Month report provides statistics on employee adherence to scheduled shifts by either day
of week or month. The following figure displays a Schedule Adherence Employee Group
Time Out of Adherence by Day of Week report. (See the following figure.)

The Schedule Adherence Employee Group Time Out of Adherence by Day of Week/
Month report provides the following schedule information:

Report Field Description

Reporting the employee's reporting number

Full name the name associated with the employee

ID

Activity period the interval of the report

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Report Field Description

Schedule shift duration (hh:mm:ss) the duration of time for which the
employee was scheduled

Actual shift duration (hh:mm:ss) (by Day the duration of the employee's scheduled
of Month report only) shift, not including time spent out of
adherence

Total in adherence duration (hh:mm:ss) the duration of time the employee spent
adhering to the schedule

Total out of adherence duration the duration of time the employee spent
(hh:mm:ss) out of adherence with the schedule

Percent of shift in adherence the percent of time the employee spent

adhering to the schedule

Percent of shift out of adherence the percent of time the employee spent
out of adherence with the schedule

Total out of adherence time for breaks the percent of time the employee spent
only (by Day of Month report only) out of adherence with the scheduled
breaks

Total out of adherence time for shifts only the percent of time the employee spent
(by Day of Month report only) out of adherence with the scheduled shifts

Total out of adherence time for jobs only the percent of time the employee spent
(by Day of Month report only) out of adherence with the scheduled jobs

Out of adherence count (by Day of Week the number of times the employee was
report only) out of adherence during the scheduled
shift

Schedule name (by Day of Week report the name of the schedule for which the
only) employee was scheduled for the shift

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Totals the total of each of the columns

Figure 187: Employee Group Time Out of Adherence by Employee by Day of Week
 16 IVR Routing reports

IVR Routing reports summarize data on select devices to enable supervisors to make
informed decisions regarding the future of their contact center. Workflow reports are also
available for IVR Routing workflows. See "Workflow reports" for more information.

IVR Routing reports are listed below:

• Callback reports
• Port reports

Note:

To run Port reports, select Reporter > IVR Routing > Enterprise reports.

• DNIS reports
• Hunt Group reports

Note:

To run Hunt Group reports, select Reporter > IVR Routing > Enterprise reports.

• Agent reports

Note:

To run Agent reports, select Reporter > IVR Routing > Callback.

16.1 IVR Routing Callback reports

The IVR Routing Callback reports are listed below:

• Callback Queue Performance by Agent

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• Callback Queue Performance by Period

• Callback Queue Group Performance by Agent
• Callback Queue Group Performance by Period
• Callback Queue Group Performance by Queue

16.1.1 IVR Routing Callback Queue Performance by Agent

The IVR Routing Callback Queue Performance by Agent report shows the callback
performance of each agent and enables comparison of one agent's performance relative
to other agents. (See the following figure.)

The IVR Routing Callback Queue Performance by Agent report provides the following
information:

Report Description
Field

Agent ID the agent ID entered by the agent

Name the agent’s name

Callbacks the total number of callbacks presented to agents (Handled +

presented Requeued + Rejected)

Callbacks the number of callbacks that rang the agent and were answered
answered

Callbacks the number of callbacks where the agent connected to either the
handled customer or to voicemail

Handling time the total duration of callback calls, from when the calls are answered
(hh:mm:ss) to when they are disconnected (including hold time and transfer/
conference time)

Average the average duration of callback calls, from when the calls are
handling time answered to when they are disconnected (including hold time and
(hh:mm:ss) transfer/conference time)

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Report Description
Field

Callbacks the number of callbacks requeued by the agent

requeued by
agent

Callbacks the number of callbacks where the agent declined to complete the
rejected by callback
agent

Totals the total of each of the columns

Figure 188: IVR Routing Callback Queue Performance by Agent

16.1.2 IVR Routing Callback Queue Performance by Period

The IVR Routing Callback Queue Performance by Period report provides callback traffic
level highs and lows, and the service level provided during these time periods. Callback
activity is shown across 15-, 30-, or 60-minute intervals for the shift duration and days
you specify. (See the following figure.)

The IVR Routing Callback Queue Performance by Period report provides the following
information:

Report Field Description

Activity period the interval of the report

Total callbacks offered the total number of callbacks that entered

the queue [New + Requeues]

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Report Field Description

New callback presented the number of new callbacks that entered

the queue

Callbacks requeued the number of failed callbacks requeued

to the queue(s). This can be caused by:
agent requeue, no answer by customer, or
busy tone

Callbacks rejected the number of callbacks where an agent

declined to complete the callback

Callbacks answered the number of callbacks that rang an

agent and were answered

Callbacks handled the number of callbacks where an agent

connected to either the customer or to
voicemail

Callbacks unanswered by agent (short) the number of callbacks rejected by

agents before the Short Abandon time

Callbacks unanswered by agent (long) the number of callbacks rejected by

agents after the Short Abandon time

Handling time (hh:mm:ss) the total duration of callback calls, from

when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Average handling time (hh:mm:ss) the average duration of callback calls,

from when the calls are answered to when
they are disconnected (including hold time
and transfer/conference time)

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Report Field Description

Max retries exceeded the number of callbacks that will not be

requeued

Answer % the percentage of offered calls answered

Totals the total of each of the columns

Figure 189: IVR Routing Callback Queue Performance by Period

16.1.3 IVR Routing Callback Queue Group Performance by

Agent
The IVR Routing Callback Queue Group Performance by Agent report shows the
callback performance of each agent and enables comparison of one agent's performance
relative to other agents. (See the following figure.)

The IVR Routing Callback Queue Group Performance by Agent report provides the
following information:

Report Field Description

Agent ID the agent ID entered by the agent

Name the name associated to the Agent ID

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Report Field Description

Callbacks presented the total number of callbacks presented

to the agent (Handled + Requeued +
Rejected)

Callbacks answered the number of callbacks that rang the

agent and were answered

Callbacks handled the number of callbacks where the agent

connected to either the customer or to
voicemail

Handling time (hh:mm:ss) the total duration of callback calls, from

when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Average handling time (hh:mm:ss) the average duration of callback calls,

from when the calls are answered to when
they are disconnected (including hold time
and transfer/conference time)

Callbacks requeued by agent the number of callbacks requeued by the

agent

Callbacks rejected by agent the number of callbacks where the agent

declined to complete the callback

Totals the total of each of the columns

Figure 190: IVR Routing Callback Queue Group Performance by Agent

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16.1.4 IVR Routing Callback Queue Group Performance by

Period
The IVR Routing Callback Queue Group Performance by Period report provides callback
traffic level highs and lows for the specified queue group, and the service level provided
during these time periods. Callback activity is shown across 15-, 30-, or 60-minute
intervals for the shift duration and days you specify. (See the following figure.)

The IVR Routing Callback Queue Group Performance by Period report provides the
following information:

Report Field Description

Activity period the interval of the report

Total callbacks offered the total number of callbacks that entered the
queue [New + Requeues]

New callback presented the number of new callbacks that entered the
queue group’s callback queue(s)

Callbacks requeued the number of failed callbacks requeued to the

queue(s). This can be caused by: agent requeue,
no answer by customer, or busy tone

Callbacks rejected the number of callbacks where an agent declined

to complete the callback

Callbacks answered the number of callbacks that rang an agent and

were answered

Callbacks handled the number of callbacks where an agent

connected to either the customer or to voicemail

Callbacks unanswered by agent the number of callbacks rejected by agents before

(short) the Short Abandon time

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Report Field Description

Callbacks unanswered by agent the number of callbacks rejected by agents after

(long) the Short Abandon time

Handling time (hh:mm:ss:) the total duration of callback calls, from when the
calls are answered to when they are disconnected
(including hold time and transfer/conference time)

Average handling time (hh:mm:ss) the average duration of callback calls, from
when the calls are answered to when they are
disconnected (including hold time and transfer/
conference time)

Max retries exceeded the number of callbacks that will not be requeued

Answer % the percentage of offered calls answered

Totals the total of each of the columns

Figure 191: IVR Routing Callback Queue Group Performance by Period

16.1.5 IVR Routing Callback Queue Group Performance by

Queue
The IVR Routing Callback Queue Group Performance by Queue report shows
performance statistics for the specified queue group over the selected time period. (See
the following figure.)

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The IVR Routing Callback Queue Group Performance by Queue reports provides the
following information:

Report Field Description

Queue ID the queue's reporting number

ACD queue the queue's name

Callbacks presented the total number of callbacks presented to

the queue

New callbacks the number of new callbacks that entered

the queue group’s callback queue(s)

Callbacks requeued the number of failed callbacks requeued

to the queue(s). This can be caused by:
agent requeue, no answer by customer, or
busy tone

Callbacks rejected the number of callbacks where an agent

declined to complete the callback

Callbacks answered the number of callbacks that rang an

agent and were answered

Callbacks handled the number of callbacks where an agent

connected to either the customer or to
voicemail

Callbacks unanswered the number of callbacks that rang an

agent but the agent did not answer

Handling time (hh:mm:ss) the total duration of callback calls, from

when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

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Report Field Description

Average handling time (hh:mm:ss) the average duration of callback calls,

from when the calls are answered to when
they are disconnected (including hold time
and transfer/conference time)

Max retries exceeded the number of callbacks that will not be

requeued

Answer % the percentage of offered calls answered

Totals the total of each of the columns

Figure 192: IVR Routing Callback Queue Group Performance by Queue

16.2 IVR Routing Port reports

The IVR Routing Port reports are listed below:

• Port Performance by Hunt Group

• Port Performance by Period

Note:

To run Port reports, select Reporter > IVR Routing > Enterprise reports

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16.2.1 IVR Routing Port Performance by Hunt Group

The IVR Routing Port Performance by Hunt Group report provides performance statistics
for each hunt group associated with the port you specify. (See the following figure.)

The IVR Routing Port Performance by Hunt Group report provides the following
information:

Report Field Description

Reporting the hunt group's reporting number

Full name the hunt group's name

Media server the name of the media server to which the

hunt group is assigned

Workflow name the name of the workflow assigned to the

hunt group or port

Total calls the number of calls handled by the port

Total Inbound calls the number of inbound calls handled by

the port

Total Outbound calls the number of outbound calls handed by

the port

Total duration (hh:mm:ss) the total time that calls spent connected to
the port

Average duration (hh:mm:ss)

the average time that calls spent
connected to the port

Calls abandoned the number of calls abandoned while

ringing on the port

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Report Field Description

Calls completed the number of calls completed on the port

Calls transferred the number of calls transferred out of the

port during the workflow's execution

Successful transfers the number of calls successfully

transferred out of the port

Failed transfers the number of calls that failed to transfer

out of the port

Totals the total of each of the columns

Figure 193: IVR Routing Port Performance by Hunt Group

Description

16.2.2 IVR Routing Port Performance by Period

The IVR Routing Port Performance by Period report provides statistics for the port you
specify over the selected time period.

The IVR Routing Port Performance by Period report provides the following information:

Report Field Description

Activity period the interval of the report

Total calls the number of calls handled by the port

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Report Field Description

Total inbound calls the number of inbound calls handled by

the port

Total outbound calls the number of outbound calls handed by

the port

Total duration (hh:mm:ss) the total time that calls spent connected to
the port

Average duration (hh:mm:ss) the average time that calls spent

connected to the port

Calls abandoned the number of calls abandoned while

ringing on the port

Calls completed the number of calls completed on the port

Calls transferred the number of calls transferred out of the

port during the workflow's execution

Successful transfers the number of calls successfully

transferred out of the port

Failed transfers the number of calls that failed to transfer

out of the port

Totals the total of each of the columns

Figure 194: IVR Routing Port Performance by Period

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16.3 IVR Routing DNIS reports

The IVR Routing DNIS reports are listed below:

• DNIS Performance by Period

• DNIS Group Performance by DNIS
• DNIS Group Performance by DNIS by Period
• DNIS Group Performance by Period

16.3.1 IVR Routing DNIS Performance by Period

The IVR Routing DNIS Performance by Period report provides DNIS related performance
statistics for the DNIS you specify over the selected time period. (See the following
figure.)

The IVR Routing DNIS Performance by Period report provides the following information:

Report Field Description

Activity period the interval of the report

Offered to IVR the total number of calls offered to the IVR

Terminated in IVR the total number of calls that terminated in

the IVR - these calls were not transferred
to devices

IVR calls to queue the total number of calls that went from
the IVR to a queue

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Report Field Description

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

ACD calls abandoned (short) the number of ACD calls abandoned

before the Short Abandon time (the Short
Abandon time default is 6 seconds)

ACD calls abandoned (long) the number of ACD calls abandoned after
the Short Abandon time

ACD calls interflowed the number of calls redirected from the

queue to an alternate answer point, such
as another queue or voicemail

Non ACD calls handled the total number of non-ACD calls

answered

Total time in system (hh:mm:ss) the total time calls spent in the system
(Time in IVR + Total ACD time to answer
+ Time to interflow + Time to abandon +
ACD handle time + Non ACD handle time
(includes hold time))

Average time in system (hh:mm:ss) the average time calls spent in the system
(Time in IVR + Total ACD time to answer
+ Time to interflow + Time to abandon +
ACD handle time + Non ACD handle time
(includes hold time))

Total time in IVR (hh:mm:ss) the total amount of time calls spent in the
IVR

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Report Field Description

Average time in IVR (hh:mm:ss) the average amount of time calls spent in
the IVR

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

ACD time to answer (hh:mm:ss) the total amount of time before all ACD
calls were answered

Average ACD time to answer (hh:mm:ss) the average amount of time before ACD
calls were answered

ACD time to abandon (hh:mm:ss) the elapsed time before the call was
abandoned

Average ACD time to abandon (hh:mm:ss) the average time before the call was
abandoned

ACD time to interflow (hh:mm:ss) the elapsed time before the call was
interflowed

Average ACD time to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

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Report Field Description

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Totals the total of each of the columns

Figure 195: IVR Routing DNIS Performance by Period

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16.3.2 IVR Routing DNIS Group Performance by DNIS

The IVR Routing DNIS Group Performance by DNIS report provides DNIS group related
performance statistics for the DNIS group you specify. (See the following figure.)

The IVR Routing DNIS Group Performance by DNIS report provides the following
information:

Report Field Description

Reporting The DNIS reporting number, as

programmed in YourSite Explorer,
representing the number the caller dialed

Full name the name associated to the DNIS

Offered to IVR the total number of calls offered to the IVR

Terminated in IVR the total number of calls that terminated in

the IVR - these calls were not transferred
to devices

IVR calls to queue the total number of calls that went from
the IVR to a queue

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

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Report Field Description

ACD calls abandoned (short) the number of ACD calls abandoned

before the Short Abandon time (the Short
Abandon time default is 6 seconds)

ACD calls abandoned (long) the number of ACD calls abandoned after
the Short Abandon time

ACD calls interflowed the number of calls redirected from the

queue to an alternate answer point, such
as another queue or voicemail

Non ACD calls handled the total number of non-ACD calls

answered

Total time in system (hh:mm:ss) the total time calls spent in the system
(Time in IVR + Total ACD time to answer
+ Time to interflow + Time to abandon +
ACD handle time + Non ACD handle time
(includes hold time))

Average time in system (hh:mm:ss) the average time calls spent in the system
(Time in IVR + Total ACD time to answer
+ Time to interflow + Time to abandon +
ACD handle time + Non ACD handle time
(includes hold time))

Total time in IVR (hh:mm:ss) the total amount of time calls spent in the
IVR

Average time in IVR (hh:mm:ss) the average amount of time calls spent in
the IVR

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

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Report Field Description

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

ACD time to answer (hh:mm:ss) the total amount of time before all ACD
calls were answered

Average ACD time to answer (hh:mm:ss) the average amount of time before ACD
calls were answered

ACD time to abandon (hh:mm:ss) the elapsed time before the call was
abandoned

Average ACD time to abandon (hh:mm:ss) the average time before the call was
abandoned

ACD time to interflow (hh:mm:ss) the elapsed time before the call was
interflowed

Average ACD time to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

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Report Field Description

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Totals the total of each of the columns

Figure 196: IVR Routing DNIS Group Performance by DNIS

16.3.3 IVR Routing DNIS Group Performance by DNIS by

Period
The IVR Routing DNIS Group Performance by DNIS by Period report provides DNIS
group related performance statistics for the DNIS group you specify for selected time
periods. (See the following figure.)

The IVR Routing DNIS Group Performance by DNIS by Period report provides the
following information:

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Report Field Description

Reporting The DNIS reporting number, as

programmed in YourSite Explorer,
representing the number the caller dialed

Full name the name associated to the DNIS

Activity period the interval of the report

Offered to IVR the total number of calls offered to the IVR

Terminated in IVR the total number of calls that terminated in

the IVR - these calls were not transferred
to devices

IVR calls to queue the total number of calls that went from
the IVR to a queue

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

ACD calls abandoned (short) the number of ACD calls abandoned

before the Short Abandon time (the Short
Abandon time default is 6 seconds)

ACD calls abandoned (long) the number of ACD calls abandoned after
the Short Abandon time

ACD calls interflowed the number of calls redirected from the

queue to an alternate answer point, such
as another queue or voicemail

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Report Field Description

Non ACD calls handled the total number of non-ACD calls

answered

Total time in system (hh:mm:ss) the total time calls spent in the system
(Time in IVR + Total ACD time to answer
+ Time to interflow + Time to abandon +
ACD handle time + Non ACD handle time
(includes hold time))

Average time in system (hh:mm:ss) the average time calls spent in the system
(Time in IVR + Total ACD time to answer
+ Time to interflow + Time to abandon +
ACD handle time + Non ACD handle time
(includes hold time))

Total time in IVR (hh:mm:ss) the total amount of time calls spent in the
IVR

Average time in IVR (hh:mm:ss) the average amount of time calls spent in
the IVR

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

ACD time to answer (hh:mm:ss) the total amount of time before all ACD
calls were answered

Average ACD time to answer (hh:mm:ss) the average amount of time before ACD
calls were answered

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Report Field Description

ACD time to abandon (hh:mm:ss) the elapsed time before the call was
abandoned

Average ACD time to abandon (hh:mm:ss) the average time before the call was
abandoned

ACD time to interflow (hh:mm:ss) the elapsed time before the call was
interflowed

Average ACD time to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

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Report Field Description

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Totals the total of each of the columns

Figure 197: IVR Routing DNIS Group Performance by DNIS by Period

16.3.4 IVR Routing DNIS Group Performance by Period

The IVR Routing DNIS Group Performance by Period report provides DNIS group related
performance statistics for the DNIS group you specify over the selected time period. (See
the following figure.)

The IVR Routing DNIS Group Performance by Period report provides the following
information:

Report Field Description

Activity period the interval of the report

Offered to IVR the total number of calls offered to the IVR

Terminated in IVR the total number of calls that terminated in

the IVR - these calls were not transferred
to devices

IVR calls to queue the total number of calls that went from
the IVR to a queue

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Report Field Description

ACD calls offered the number of ACD calls offered to the

queue (Handled + Long abandoned +
Interflowed)

ACD calls handled the number of ACD calls answered

ACD calls abandoned (short) the number of ACD calls abandoned

before the Short Abandon time (the Short
Abandon time default is 6 seconds)

ACD calls abandoned (long) the number of ACD calls abandoned after
the Short Abandon time

ACD calls interflowed the number of calls redirected from the

queue to an alternate answer point, such
as another queue or voicemail

Non ACD calls handled the total number of non-ACD calls

answered

Total time in system (hh:mm:ss) the total time calls spent in the system
(Time in IVR + Total ACD time to answer
+ Time to interflow + Time to abandon +
ACD handle time + Non ACD handle time
(includes hold time))

Average time in system (hh:mm:ss) the average time calls spent in the system
(Time in IVR + Total ACD time to answer
+ Time to interflow + Time to abandon +
ACD handle time + Non ACD handle time
(includes hold time))

Total time in IVR (hh:mm:ss) the total amount of time calls spent in the
IVR

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Report Field Description

Average time in IVR (hh:mm:ss) the average amount of time calls spent in
the IVR

ACD handling time (hh:mm:ss) the total duration of ACD calls, from when
the calls are answered to when they are
disconnected (including hold time and
transfer/conference time)

Average ACD handling time (hh:mm:ss) the average duration of ACD calls, from
when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

ACD time to answer (hh:mm:ss) the total amount of time before all ACD
calls were answered

Average ACD time to answer (hh:mm:ss) the average amount of time before ACD
calls were answered

ACD time to abandon (hh:mm:ss) the elapsed time before the call was
abandoned

Average ACD time to abandon (hh:mm:ss) the average time before the call was
abandoned

ACD time to interflow (hh:mm:ss) the elapsed time before the call was
interflowed

Average ACD time to interflow (hh:mm:ss) the average elapsed time before the call
was interflowed

Non ACD handling time (hh:mm:ss) the total duration of non-ACD calls
(including hold time and transfer/
conference time)

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Report Field Description

Average non ACD handling time the average duration of non-ACD

(hh:mm:ss) calls (including hold time and transfer/
conference time)

Service Level % the percentage of calls answered within

the specified Service Level time

Answer % the percentage of offered calls answered

Calls requeued the total number of requeues at the

agent's position - if an agent fails to
answer a call, the system places the call
back in the same queue

Answered by ACD group 1 the number of ACD calls answered by the

first answer point

Answered by ACD group 2 the number of ACD calls answered by the

second answer point

Answered by ACD group 3 the number of ACD calls answered by the

third answer point

Answered by ACD group 4 the number of ACD calls answered by the

fourth answer point

Totals the total of each of the columns

Figure 198: IVR Routing DNIS Group Performance by Period

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16.4 IVR Routing Hunt Group reports

The IVR Routing Hunt Group reports are listed below:

• Hunt Group Performance by Period

• Hunt Group Performance by Port

Note:

To run IVR Routing Hunt Group reports, select Reporter > IVR Routing >
Enterprise reports.

16.4.1 IVR Routing Hunt Group Performance by Period

The IVR Routing Hunt Group Performance by Period report provides hunt group related
performance statistics for the hunt group you specify over the selected time period. (See
the following figure.)

The IVR Routing Hunt Group Performance by Period report provides the following
information:

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Report Field Description

Activity period the interval of the report

Total calls the total number of calls handled by the

hunt group

Total inbound calls the total inbound calls handled by the hunt
group

Total outbound calls the total outbound calls handled by the

hunt group

Total duration (hh:mm:ss) the total length of time for all calls handled

Average duration (hh:mm:ss) the total duration of calls, divided by the

number of calls

Calls abandoned the number of calls abandoned while

ringing on the port

Calls completed the number of calls that were completed

while in the hunt group

Calls transferred the total number of calls transferred out of

the hunt group

Successful transfers the number of calls successfully

transferred out of the hunt group

Failed transfers the number of calls that failed to transfer

out of the hunt group

Totals the total of each of the columns

Figure 199: IVR Routing Hunt Group Performance by Period

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16.4.2 IVR Routing Hunt Group Performance by Port

The IVR Routing Hunt Group Performance by Port report provides performance statistics
for each port associated with the hunt group you specify. (See the following figure.)

The IVR Routing Hunt Group Performance by Port report provides the following
information:

Report Field Description

DN the dialable number of the port

Media server the media server collecting data

Server name the computer on which the IVR Routing

messaging service handling each port
resides

Workflow name the name of the workflow assigned to the

hunt group

Total calls the number of calls handled by the port

Total inbound calls the number of inbound calls handled by

the port

Total outbound calls the number of outbound calls handed by

the port

Total duration (hh:mm:ss) the total time that calls spent connected to
the port

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Report Field Description

Average duration (hh:mm:ss) the average time that calls spent

connected to the port

Calls abandoned the number of calls abandoned while

ringing on the port

Calls completed the number of calls completed on the port

Calls transferred the number of calls transferred out of the

port during the workflow's execution

Successful transfers the number of calls successfully

transferred out of the port

Failed transfers the number of calls that failed to transfer

out of the port

Totals the total of each of the columns

Figure 200: IVR Routing Hunt Group Performance by Port

16.5 IVR Routing Agent reports

The IVR Routing Agent reports are listed below:

• Agent Performance by Callback Queue

• Agent Group Performance by Callback Queue

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Note:

To run IVR Routing Agent reports, select Reporter > IVR Routing > Callback.

16.5.1 IVR Routing Agent Performance by Callback Queue

The IVR Routing Agent Performance by Callback Queue shows callback queue statistical
information for the agents you specify. (See the following figure.)

The IVR Routing Agent Performance by Callback Queue report provides the following
information:

Report Field Description

ACD queue the queue's name

Callbacks presented the total number of callbacks presented to the agent (Handled
+ Requeued + Rejected)

Callbacks answered the number of callbacks that rang the agent and were
answered

Callbacks handled the number of callbacks where the agent connected to the
customer or voicemail

Handling time the total duration of callback calls, from when the calls are
(hh:mm:ss) answered to when they are disconnected (including hold time
and transfer/conference time)

Average handling time the average duration of callback calls, from when the calls are
(hh:mm:ss) answered to when they are disconnected (including hold time
and transfer/conference time)

Callbacks requeued the number of callbacks requeued by the agent

by agent

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Report Field Description

Callbacks rejected by the number of callbacks where the agent declined to complete
agent the callback

Totals the total of each of the columns

Figure 201: IVR Routing Agent Performance by Callback Queue

16.5.2 IVR Routing Agent Group Performance by Callback

Queue
The IVR Routing Agent Group Performance by Callback Queue shows callback queue
statistical information for the agent group you specify. (See the following figure.)

The IVR Routing Agent Group Performance by Callback Queue report provides the
following information:

Report Field Description

ACD queue the queue's name

Callbacks presented the number of callbacks presented to

agents in the queue's answering agent
groups

Callbacks answered the number of callbacks that rang an

agent and were answered

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Callbacks handled the number of callbacks where an agent

in the agent group connected to either the
customer or to voicemail

Handling time (hh:mm:ss) the total duration of callback calls, from

when the calls are answered to when they
are disconnected (including hold time and
transfer/conference time)

Average handling time (hh:mm:ss) the average duration of callback calls,

from when the calls are answered to when
they are disconnected (including hold time
and transfer/conference time)

Callbacks requeued by agent the number of callbacks requeued by

agents in the queue's answering agent
groups

Callbacks rejected by agent the number of callbacks rejected by

agents in the queue's answering agent
groups

Totals the total of each of the columns

Figure 202: IVR Routing Agent Group Performance by Callback Queue

 17 Traffic Analysis reports

Traffic Analysis reports are not available in real-time. In order to have summarized data
for Traffic Analysis reports you must wait until the nightly maintenance routine runs the
summary (at midnight each night). Alternatively, you can click Summarize Data on the
Management Console to summarize immediately. The data for these reports is derived
from the traffic stream.

Traffic Analysis reports provide call statistics on DTMF receivers, route lists, route plans,
routes, and trunks. You can create on-demand and scheduled reports.

Traffic Analysis reports are listed below:

• Traffic Attendant reports

• Traffic DTMF Receiver Group reports
• Traffic Route reports
• Traffic Trunk reports

17.1 Traffic Attendant reports

The Traffic Attendant reports are listed below:

• Attendant Group Traffic by Period

• Attendant Console Traffic by Period
• Attendant Traffic by Period

17.1.1 Attendant Console Traffic by Period

The Attendant Console Traffic by Period report shows the attendant console call activity
for the shift duration and day(s) you specify. The activity is on a per-console basis,
regardless of the number of attendants who may have manned it during the activity
period. (See the following figure.)

Note:

Average service time is output from the Mitel telephone system and not calculated by
Traffic Analysis.

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The Attendant Console Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report

Calls answered the number of calls handled by the

attendant console (internal and external
calls)

Occupancy (hh:mm:ss) the duration the attendant console spent

processing calls

Average service time (hh:mm:ss) the average duration the attendant

console spent processing a call

Peak time the hour of the day during which the

attendant console was busiest. The
time displayed is the ending time of the
busy hour. For example, if the attendant
console was busiest between 13:15
P.M. and 14:15 P.M., 14:15 P.M. will be
displayed as the busiest hour.

Peak peg the number of calls the attendant console

handled during the busiest hour of the day

Total calls answered the total number of calls handled by the

attendant console

Occupancy (hh:mm:ss) the total duration the attendant console

spent processing calls

Average service time (hh:mm:ss) the average duration the attendant

console spent processing a call

Figure 203: Attendant Console Traffic by Period

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17.1.2 Attendant Traffic by Period

The Attendant Traffic by Period report shows the attendant call activity for the shift
duration and day(s) you specify. (See the following figure.)

The Attendant Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report

Calls answered the number of calls handled by the

attendant

Login time (hh:mm:ss) the time at which the attendant logged in

Logout time (hh:mm:ss) the time at which the attendant logged out

Duration of attendant shift (hh:mm:ss) the duration the attendant was logged in

Occupancy (hh:mm:ss) the duration the attendant spent

processing calls

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Report Field Description

Peak time the hour of the day during which the

attendant was busiest. The time displayed
is the ending time of the busy hour. For
example, if the attendant was busiest
between 13:15 P.M. and 14:15 P.M., 14:15
P.M. will be displayed as the busiest hour.

Peak peg the number of calls the attendant handled

during the busiest hour of the day

Total calls answered the total number of calls handled by the

attendant

First login time (hh:mm:ss) the time at which the attendant first logged
in

Last logout time (hh:mm:ss) the time at which the attendant last logged
off

Duration of attendant shift (hh:mm:ss) the total duration the attendant was
logged in. Total shift time is not
necessarily the difference between the
first login and the last logout. An attendant
who logs in at 8:00 A.M. and logs out at
noon, then logs in at 1:00 P.M. and logs
out at 3:00 P.M. would have a total shift
time of 6 hours.

Occupancy (hh:mm:ss) the total duration the attendant spent

processing calls

Figure 204: Attendant Traffic by Period

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17.1.3 Attendant Group Traffic by Period

The Attendant Group Traffic by Period report shows the attendant group call activity for
the shift duration and day(s) you specify. (See the following figure.)

The Attendant Group Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report in hours and

minutes

Calls answered the number of calls handled by the

attendant

Calls abandoned the number of calls abandoned before the

attendant group could handle them

Average wait (hh:mm:ss) the average duration that an incoming

call waited before it was processed by
the attendant group or was cleared by the
calling party

Peak time the hour of the day during which the

attendant group was busiest. The time
displayed is the starting time of the busy
hour. For example, if the attendant group
was busiest between 13:15 P.M. and
14:15 P.M., 13:15 P.M. will be displayed
as the busiest hour.

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Report Field Description

Peak peg the number of calls the attendant group

handled during the busiest hour of the day

Total calls answered the total number of calls handled by the

attendant group

Total calls abandoned the total number of calls abandoned

before the attendant group could handle
them

Average wait (hh:mm:ss) the average duration that an incoming

call waited before it was processed by
the attendant group or was cleared by the
calling party

Figure 205: Attendant Group Traffic by Period

17.2 Traffic DTMF Receiver Group reports

The Traffic DTMF Receiver Group reports are listed below:

• DTMF Receiver Group Traffic by Period

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17.2.1 DTMF Receiver Group Traffic by Period

The DTMF Receiver Group Traffic by Period report provides information on the
accessibility of DTMF receivers for the shift duration and day(s) you specify. (See the
following figure).

The DTMF Receiver Group Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report

Peg the number of times that the DTMF

receivers were accessed for the activity
period

Usage (hh:mm:ss) the duration of calls that used a receiver

for the activity period

Busy peg the number of busy signals callers

received because they could not get a
DTMF receiver

Maximum in use the greatest number of DTMF receivers

busy (at any one time)

Maximum in use/available the greatest number of DTMF receivers

busy (at any one time) out of the total
number of DTMF receivers available for
the activity period

Totals the total of each of the columns

Figure 206: DTMF Receiver Group Traffic by Period

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17.3 Traffic Route reports

The Traffic Route reports are listed below:

• Route Plan Traffic by Period

• Route List Traffic by Period
• Route Traffic by Period

17.3.1 Route Plan Traffic by Period

The Route Plan Traffic by Period report shows the route plan activity for the shift duration
and day(s) you specify. A route plan determines where call traffic is directed, based on
the time of day and day of week. (See the following figure.)

The Route Plan Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report

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Report Field Description

Outbound peg the number of times an outbound call

used the route plan for the activity period

Outbound usage (hh:mm:ss) the duration of outgoing calls on the route

plan for the activity period

Busy peg the number of busy signals callers receive

when trying to access the route plan

Peak outbound time lists the busiest traffic day and hour, and
the busiest traffic peg

Peak outbound peg the date and hour during which the route
plan was most in use. The time displayed
is the ending time of the busy hour. For
example, if the route plan was busiest
between 13:15 P.M. and 14:15 P.M., 14:15
P.M. will be displayed as the busiest hour.

Total outbound peg the total number of times an outbound call

used the route plan for the activity period

Total outbound usage (hh:mm:ss) the total duration of outgoing calls on the
route plan for the activity period

Total busy peg the total number of busy signals callers

receive when trying to access the route
plan

Figure 207: Route Plan Traffic by Period

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17.3.2 Route List Traffic by Period

The Route List Traffic by Period report shows the route list activity for the shift duration
and day(s) you specify. A route list determines where call traffic is directed, based on a
prioritized list of routes. (See the following figure.)

The Route List Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report

Outbound peg the number of times an outbound call

used the route list for the activity period

Outbound usage (hh:mm:ss) the duration of outgoing calls on the route

list for the activity period

Busy peg the number of busy signals callers receive

when trying to access the route list

Peak outbound time the date and hour during which the route
list was most in use. The time displayed
is the ending time of the busy hour. For
example, if the route list was busiest
between 13:15 P.M. and 14:15 P.M., 14:15
P.M. will be displayed as the busiest hour.

Peak outbound peg the number of calls the route list handled
during the busiest hour of the day

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Report Field Description

Total outbound peg the total number of times an outbound call

used the route list for the activity period

Total outbound usage (hh:mm:ss) the total duration of outgoing calls on the
route list for the activity period

Total busy peg the total number of busy signals callers

receive when trying to access the route
list for the activity period

Figure 208: Route List Traffic by Period

17.3.3 Route Traffic by Period report

The Route Traffic by Period report shows the route activity for the shift duration and
day(s) you specify. (See the following figure).

The Route Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report

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Report Field Description

Outbound peg the number of times an outbound call

used the route for the activity period

Outbound usage (hh:mm:ss) the duration of outgoing calls on the route

for the activity period

Busy peg the number of busy signals callers receive

when trying to access the route

the count of when a route could not be accessed due to

Overflow peg busy conditions but another route was taken

Peak outbound time the date and hour during which the route
was most in use. The time displayed is
the ending time of the busy hour. For
example, if the route was busiest between
13:15 P.M. and 14:15 P.M., 14:15 P.M. will
be displayed as the busiest hour.

Total outbound peg the total number of times an outbound call

used the route for the activity period

Total overflow peg the total count of when a route could not
be accessed due to busy conditions but
another route was taken

Figure 209: Route Traffic by Period

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17.4 Traffic Trunk reports

The Traffic Trunk reports are as follows:

• Trunk Busy Hour Traffic by Day of Week

• Trunk Traffic by Period
• Trunk Traffic Usage by Day of Week
• Trunk Group Outgoing Busy Hour Traffic by Day of Week
• Trunk Group Outgoing Traffic by Period
• Trunk Group Outgoing Traffic Usage by Day of Week

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Note:

MiContact Center does not support Traffic reporting for SIP Trunks.

17.4.1 Trunk Busy Hour Traffic by Day of Week

The Trunk Busy Hour Traffic by Day of Week report shows the trunk’s busiest hour for
each day of the week. (See the following figure.)

The Trunk Busy Hour Traffic by Day of Week report provides the following information:

Report Field Description

Activity period the interval of the report

Busiest start hour the hour at which the trunk starts being
the busiest for the day

Busiest end hour the hour at which the trunk ends being the
busiest for the day

Inbound usage (hh:mm:ss) the duration of incoming calls on the trunk

for the day

Outbound usage (hh:mm:ss) the duration of outgoing calls on the trunk

for the day

Total usage (hh:mm:ss) the total duration of the use of the trunk
for the day

Inbound peg the number of times an inbound call used

the trunk that day

Outbound peg the number of times an outbound call

used the trunk that day

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Report Field Description

Total peg the total number of times the trunk was

accessed that day

Average duration (hh:mm:ss) the average length of the call

Totals the total of each of the columns

Figure 210: Trunk Busy Hour Traffic by Day of Week

17.4.2 Trunk Traffic by Period

The Trunk Traffic by Period report shows the trunk activity for the shift duration and
day(s) you specify. (See the following figure.)

The Trunk Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report

Inbound peg the number of times an inbound call used

the trunk for the activity period

Inbound usage (hh:mm:ss) the duration of incoming calls on the trunk

for the activity period

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Report Field Description

Outbound peg the number of times an outbound call

used the trunk for the activity period

Outbound usage (hh:mm:ss) the duration of outgoing calls on the trunk

for the activity period

Low peg high usage Yes indicates a low number of call counts
but a high value for duration (suggesting
the trunk is not releasing properly). When
this column contains Yes only, the total will
indicate Yes.

High peg low usage Yes indicates a high number of call counts
but a low value for duration (suggesting
there could be a problem accessing the
trunk). Only one Yes is necessary in this
column for the total to indicate Yes.

Totals the total of each of the columns

Figure 211: Trunk Traffic by Period

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17.4.3 Trunk Traffic Usage by Day of Week

The Trunk Traffic Usage by Day of Week report shows the use of the trunk across 15-,
30-, or 60-minute intervals for each day of the week. (See the following figure.)

The Trunk Traffic Usage by Day of Week report provides the following information:

Report Field Description

Activity period the interval of the report

Monday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Monday

Tuesday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Tuesday

Wednesday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Wednesday

Thursday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Thursday

Friday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Friday

Saturday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Saturday

Sunday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Sunday

Totals the total of each of the columns

Figure 212: Trunk Traffic Usage by Day of Week

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17.4.4 Trunk Group Outgoing Busy Hour Traffic by Day of

Week
The Trunk Group Outgoing Busy Hour Traffic by Day of Week report shows the outgoing
trunk’s busiest hour for each day of the week. (See the following figure.)

The Trunk Group Outgoing Busy Hour Traffic by Day of Week report provides the
following information:

Report Field Description

Activity period the interval of the report

Busiest start hour the hour at which the trunk starts being
the busiest for the day

Busiest end hour the hour at which the trunk ends being the
busiest for the day

Total usage (hh:mm:ss) the duration of outgoing calls on the trunk

for the day

Outbound peg the number of times an outbound call

used the trunk that day

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Report Field Description

Total peg the total number of times the trunk was

accessed that day

Average duration (hh:mm:ss) the average duration an incoming call

waited before it accessed the trunk group

Totals the total of each of the columns

Figure 213: Trunk Group Outgoing Busy Hour Traffic by Day of Week

17.4.5 Trunk Group Outgoing Traffic by Period

The Trunk Group Outgoing Traffic by Period report shows the outgoing trunk activity for
the shift duration and day(s) you specify. (See the following figure.)

The Trunk Group Outgoing Traffic by Period report provides the following information:

Report Field Description

Activity period the interval of the report

Outbound peg the number of times an outbound call

used the trunk group for the activity period

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Report Field Description

Outbound usage (hh:mm:ss) the duration of outgoing calls on the trunk

group for the activity period

Busy peg the number of busy signals callers receive

when trying to access the trunk group

Maximum in use the greatest number of trunks busy (at any

one time)

Maximum in use/available the greatest number of trunks busy (at any

one time) out of the total number of trunks
available for the activity period

Totals the total of each of the columns

Figure 214: Trunk Group Outgoing Traffic by Period

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17.4.6 Trunk Group Outgoing Traffic Usage by Day of Week

The Trunk Group Outgoing Traffic Usage by Day of Week report shows the outgoing
trunk usage across each day of the week. (See the following figure.)

The Trunk Group Outgoing Traffic Usage by Day of Week report provides the following
information:

Report Field Description

Activity period the interval of the report

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Report Field Description

Monday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Monday

Tuesday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Tuesday

Wednesday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Wednesday

Thursday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Thursday

Friday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Friday

Saturday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Saturday

Sunday usage (hh:mm:ss) the duration of the calls that used the
trunk/trunk group Sunday

Totals the total of each of the columns

Figure 215: Trunk Group Outgoing Traffic Usage by Day of Week

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Workflow reports summarize data on IVR Routing and Multimedia Contact Center
workflows. These reports are available to customers licensed for IVR Routing and
Multimedia Contact Center.

The Workflow reports are as follows

• Condition reports

18.1 Workflow Condition reports

Workflow Condition reports summarize data on conditions contacts meet and the
workflow branches contacts follow.

Workflow Condition reports require that, when configuring workflow activities, ‘Child
Reporting Enabled’ is selected for any relevant branches and conditions. If ‘Child
Reporting Enabled’ is not selected, the branch or condition does not display as a
reportable option. See either the MiContact Center Business Installation and Administration
Guide or the Multimedia Contact Center Installation and Deployment Guide for more
information on workflow activity configuration.

Note:

For Multimedia Contact Center, Workflow Condition reports display statistics for one
workflow per media server.

The Workflow Condition reports are:

• Branch by Condition
• Condition by Branch
• Condition by Condition

18.1.1 Workflow Branch by Condition

The Workflow Branch by Condition report provides the following information. (See the
following figure.)

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Report Field Description

Branch name the name of the branch

Condition name the name of the condition

Condition system name the system name of the condition

Number of unique contacts entered the number of unique interactions that

entered the branch

Number of times entered the number of times that interactions

entered the branch

Number of times repeated the number of times the same interaction

entered the branch

Number of times terminated in branch by the number of times interactions ended in

workflow the branch by workflow

Number of times terminated in branch by the number of times interactions ended in

transfer the branch by transfer

Number of times terminated in branch by the number of times the interaction ended
user in the branch because the customer/client
disconnected

not applicable to email and SMS

workflows

Total duration (hh:mm:ss) the total time spent by all interactions in

the branch

Average duration (hh:mm:ss) the average time spent by all interactions

in the branch

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Workflow Reports

Report Field Description

Totals the total of each of the columns

Figure 216: Workflow Branch by Condition

18.1.2 Workflow Condition by Branch

The Workflow Condition by Branch report provides the following information. (See the
following figure.)

Report Field Description

Condition name the name of the condition

Branch system name the system name of the branch

Branch name the name of the branch

Number of unique contacts entered the number of unique interactions that

entered the branch

Number of times entered the number of times that interactions

entered the branch

Number of times repeated the number of times the same interaction

entered the branch

Number of times terminated in branch by the number of times interactions ended in

workflow the branch by workflow

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Report Field Description

Number of times terminated in branch by the number of times interactions ended in

transfer the branch by transfer

Number of times terminated in branch by the number of times the interaction ended
user in the branch because the customer/client
disconnected

not applicable to email and SMS

workflows

Total duration (hh:mm:ss) the total time spent by all interactions in

the branch

Average duration (hh:mm:ss) the average time spent by all interactions

in the branch

Totals the total of each of the columns

Figure 217: Workflow Condition by Branch

18.1.3 Workflow Condition by Condition

The Workflow Condition by Condition report provides the following information. (See the
following figure.)

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Workflow Reports

Report Field Description

Condition name the name of the condition

Condition system name the system name of the condition

Workflow name the name of the workflow

Number of unique contacts entered the number of unique interactions that

entered the branch

Number of times entered the number of times that interactions

entered the branch

Number of times repeated the number of times the same interaction

entered the branch

Number of times terminated in branch by the number of times interactions ended in

workflow the branch by workflow

Number of times terminated in branch by the number of times interactions ended in

transfer the branch by transfer

Number of times terminated in branch by the number of times the interaction ended
user in the branch because the customer/client
disconnected

not applicable to email and SMS

workflows

Total duration (hh:mm:ss) the total time spent by all interactions in

the branch

Average duration (hh:mm:ss) the average time spent by all interactions

in the branch

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Totals the total of each of the columns

Figure 218: Workflow Condition by Condition

 19 Administrative reports

Administrative reports consist of only one report: Employee report. It provides

configuration data and contact information on each employee.

19.1 Employee report

The Employee report shows all the employee data entered in YourSite Explorer under
YourSite > Employee. (See the following figure.)

The Employee report provides the following information

Report Field Description

General information the name and birth date of the employee

Address/Mailing information the address of the employee

Contact information the employee's contact information

such as email address, telephone, and
emergency contact numbers

Contact Center Scheduling system Contact Center Scheduling details

information

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Figure 219: Administrative Employee report
 Glossary 9
This glossary contains terms that pertain to the entire MiContact Center Business–reporting
suite. Some of these concepts may not be applicable to your installation of MiContact Center
Business.

A more extensive list of MiContact Center Business terms and definitions, beyond reporting,
can be found in the Micontact Center Business User Guide.

About reports

You can create on-demand or scheduled reports. Your licensing of MiContact Center
Business determines the report types available to you.

On-demand reports

Using the Reporter application, you can generate on-demand reports immediately.

Scheduled reports

Using the Scheduled reports application, you can set up timetables for generating future
reports at specific times and on specific days.

MiContact Center Business–Reporter service

At an interval you can configure, MiContact Center Business–Contact Center Reporter service
seeks print and email jobs and attempts to process them. Clicking the report in your Report
Inbox displays the status of your printing and emailing jobs. Reporter Service must be running
at all times in order to print and email reports automatically.

All of your reports

All of your reports displays all of the reports generated under your user name over the last 30
days.

Today’s reports

Today’s reports displays all of the reports generated today under your user name.

Yesterday’s reports

Yesterday’s reports displays all of the reports generated yesterday under your user name.

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Voice reports

Voice reports provide detailed information about call performance. Voice statistics are
collected when the client calls the contact center and communicates via telephone. Voice
reports can be run on the following devices: Agent and Agent Group, Queue and Queue
group, Employee and Employee group, Team, Extension, Trunk, Forecast, and DNIS.

Conversation Detail reports

Conversation Detail reports provide detailed information on events generated during the life
of a contact. Conversation Detail reports can be run on the following devices: Agent group,
Queue and Queue group, Employee and Employee group, Site, Media server, and Account
Code and Account Code group. You can run these reports if you are licensed for Multimedia
Contact Center. You cannot run Conversation Detail reports against Voice devices.

Email reports

Email reports provide detailed information about email performance. Email statistics are
collected when the client contacts the agent and communicates via email. Email reports have
the following report types: Agent, Agent Group, Queue, and Queue Group.

Chat reports

Chat reports provide detailed information about chat performance. Chat statistics are collected
when the client contacts the agent and communicates via a real-time conversation online.
Chat reports have the following report types: Agent, Agent Group, Queue, and Queue Group.

SMS reports

SMS reports provide detailed information about SMS performance. SMS statistics are
collected when the client contacts the agent and communications via SMS interactions. SMS
reports have the following report types: Agent, Agent Group, Queue, and Queue Group.

Multimedia reports

Multimedia reports provide detailed information across media types: voice, email, chat, and
SMS. Multimedia reports enable you to compare performance across media types. Multimedia
reports have the following report types: Agent Group, Queue, Queue Group, Unified Queue
Group, and Employee Group.

Workflow reports

Workflow reports summarize data on IVR Routing and Multimedia workflows. These reports
are available to customers licensed for IVR Routing and Multimedia Contact Center

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Workforce Scheduling reports

Scheduling reports provide detailed information about schedules. Scheduling reports have the
following report types: Agent and Agent Group.
 Reporting terms and definitions 10
This glossary contains terms that pertain to the entire MiContact Center Business–reporting
suite. Some of these concepts may not be applicable to your version of MiContact Center
Business .

A more extensive list of MiContact Center Business terms and definitions, beyond reporting,
can be found in the MiContact Center Business User Guide.

Abandoned

An abandoned call is one where the client hangs up before the call is answered. An
abandoned chat is one where the client ends the chat before an agent opens the session.
Abandoned statistics are not applicable to email and SMS.

Abandoned (long)

Abandoned (long) calls/chats are calls/chats that end with an abandon time > Short Abandon.
You define the Short Abandon you want in YourSite Explorer under YourSite > Queues. The
Short Abandon default is 6 seconds. If a caller hangs up after waiting 7 seconds, the call
is considered a long abandon. These long abandoned calls/chats are included in call/chat
statistics.

Abandoned (short)

Abandoned (short) calls/chats are calls/chats that end with an abandon time <= Short
Abandon. You define the Short Abandon you want in YourSite Explorer under YourSite >
Queues. The Short Abandon default is 6 seconds. For example, if a caller hangs up after
waiting just 6 seconds or less, the call is considered a Short Abandon. Short Abandon calls
are not included in call statistics.

ACD (ACD routing system)

An Automatic Call Distributor (ACD) is a specialized application for distributing incoming

interactions. ACD routing systems are programmed to process interactions in a pre-defined
order, queue interactions, and report on real-time and historical activities.

ACD calls offered

See Offered.

ACD handling time

See Handling time.

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ACD path

An ACD path is a predefined route that a call follows before reaching an agent. ACD paths
direct callers to the agents or agent groups best suited to handle the calls. For example, a
contact center can have an ACD path for sales, which routes callers to the agents taking
sales orders.

ACD true-talk time

The ACD true-talk time is the duration of an ACD call, from when an agent answers the call to
when it is disconnected. The ACD true-talk time excludes hold time.

ANI

Automatic Number Identification (ANI) is a technology that identifies numbers of callers to

your contact center. Connecting a database to your ACD routing system allows the caller
information and call to be sent simultaneously.

Average speed of answer

The average speed of answer (ASA) is a statistic measuring how long the average caller
waits on hold before the call is picked up by a queue member (including time in queue and
ringing time).

Calls answered

See Handled.

Call load

Call load refers to the aggregate effect of the number of calls received by the ACD queue and
their duration, or the calls offered x (average handling time + average wrap-up time).

Calls waiting

Calls waiting is the number of callers in queue waiting for a member to become available,
including those listening to silence, music, or a recorded announcement.

Delayed interaction

A delayed interaction is an interaction placed in the ACD queue because it cannot be

immediately answered by a queue member. The ACD queue allows the client to wait for an
available member rather than blocking the client from entering the system.

DNIS

Dialed Number Identification Service (DNIS) is a feature of toll-free lines that provides the
number the caller dials. This assists queue members who handle calls for more than one

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business or product line. Each business or product line has its own toll-free number. When
a caller dials a toll-free number, the ACD routing system forwards information to the queue
member, so the member can identify whom the caller dialed.

DND

Do Not Disturb (DND) is a state that prevents queue members from receiving inbound
interactions and transfers. For agents, Do Not Disturb is an employee-level configuration.
When an employee is in Do Not Disturb, they enter Do Not Disturb across all agent
capabilities.

Enterprise

The enterprise is all of the contact center sites that comprise your company. The enterprise
consists of the single site where the Enterprise Server is installed and all branch offices.

Erlang

An Erlang measures telephone traffic, or the flow of calls and call attempts to your contact
center during a given period of time. One Erlang equals one hour or 60 x 60 = 3,600 seconds
of telephone interaction. This could be one call lasting 1 hour, six calls lasting 10 minutes,
or any combination of calls and call durations which equal 60 minutes. The Erlang series
of formulae provide a mathematical basis for making predictions about randomly arriving
workloads.

Erlang C

The Erlang C equation is commonly used for queue member and delay calculations where
ACD queuing is involved. It predicts the resources required to keep wait (delay) times within
your Service Level objective. The Erlang C formula uses your historical Call Load data and
the Service Level Percentage, Service Level Time, and Wrap-Up Time you specify and
predicts the member requirement for the time interval and date range in the forecast.

Extension

An extension is an endpoint for answering calls. Extensions can be either assigned to Ring
Groups or logged into by agents.

Handled

A handled interaction is an interaction opened by a queue member. Calls that listen to in-
queue RAD messages are not considered to be handled until a queue member connects.

Handling time

The handling time parameter is the total duration of the interaction.

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For calls, the handling time is from when a queue member answers the call to when it is
disconnected (including hold time and transfer/conference time). If the member handling the
call interactions the supervisor for information (while the caller is on hold) and/or transfers or
conferences the call, these times are added to the ACD Handling Time value.

For example, a queue member speaks to a caller for two minutes and then puts the caller
on hold for three minutes and tries to solve the problem. This might include a call to the
supervisor. The member then initiates a conference call with the caller and a third party and
they speak for three minutes and resolve the issue. Therefore, the ACD handling time for the
member is 2 + 3 + 3 = 8 minutes.

For email and SMS, the handling time is from when the member opens the interaction to
when they send the reply, transfer the interaction, or classify the interaction as Junk or
requiring No Reply, from the Inbox. For chats, the handling time starts when the queue
member opens the chat and ends when either the member or the client ends the chat.

Inbound

The term inbound refers to incoming interactions to your contact center.

Interflowed

Interflow is a mechanism that redirects interactions from queues to alternate answering

points (for example, to another queue or to voicemail). Interflow statistics include interactions
manually transferred from one queue to another. Interactions routed from queues to other
answering points after the Short Abandon threshold are included in Interflow statistics.
Interactions routed from queues to alternate answering points before the Short Abandon time
are not included in Interflow statistics.

Logged on

An agent is logged on when the agent signs in to the ACD routing system. The agent might or
might not be ready to receive interactions.

Logged off

An agent is logged off when the agent signs out of the ACD routing system.

Longest waiting

The longest waiting is the duration, in minutes and seconds, of the interaction that has been
waiting the longest in queue.

Make Busy

Make Busy is an agent state in which an agent is unavailable to the ACD path queue. Voice
Agents in Make Busy are able to receive non-ACD calls. Make Busy is an employee-level

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configuration. When an employee is in Make Busy, they enter Make Busy across all agent
capabilities.

The Make Busy statistic displays differently in Trace reports than Performance and Event
reports. In Trace reports, the Make Busy statistic indicates the total duration from the time
when the agent entered the Make Busy state to the time they left the Make Busy state. In
Performance and Event reports, this statistic does not include time spent in an overriding
state. For example, if an agent in Make Busy receives a transferred ACD interaction, she
can be simultaneously in Make Busy and in an ACD state. Her Make Busy statistic in the
Performance and Event reports will not include the time she was simultaneously in an ACD
state.

Media server

The media servers are the means by which the client communicates with you. The Media
server field defines the media server against which you are running the report.

Non-ACD

A queue member is on non-ACD when the member is involved in an incoming personal

interaction, a member-originated call, or a call dialed directly to their phone.

Non-ACD true talk-time

The non-ACD true talk time is the duration of a non-ACD call, from when an agent answers
the call to when it is disconnected. The true talk time excludes hold time.

Offered

All interactions received by the queue, regardless of how they are handled or routed, are
referred to as offered interactions. Offered interactions include ACD handled interactions,
abandoned (long) interactions, and interflowed interactions. ACD requeued interactions,
Queue unavailable interactions, and abandoned (short) interactions are not considered. ACD
routing system data on the offered interactions and Average Talk Time is used by the Erlang
C equation in calculating the queue members required.

Overflow

The term overflow refers to a mechanism that limits the delay faced by clients by queuing
ACD interactions against two or more agent groups. An ACD interaction that cannot be
answered immediately is placed in an ACD path queue. If the interaction is not answered after
a set amount of time (the overflow time), it is placed in the ACD path queue of another agent
group, in addition to keeping its place in the first queue. The first available agent in either
group handles the interaction.

Quality of service

The quality of service reflects an agent’s ability to provide excellent assistance to each client.

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Queue member

A queue member is an individual answering for the queue. For ACD paths queues, ‘members’
refers to agents in the queue’s answering agent groups. For Ring Groups, ‘members’ refers to
the extensions assigned to the Ring Groups.

Queue unavailable

Queue unavailable is a routing option that reroutes calls to an unavailable answer point/
overflow point. Queues are unavailable when the call enters the system outside business
hours, and when all queue members have removed their presence. , when all queue
members are in DND, or when the queue has been placed in DND. Calls interflowed before
the Short Abandon time are included in Queue Unavailable statistics. Queue unavailable
statistics are applicable to voice only.

Schedule adherence

The term schedule adherence describes whether or not agents are performing activities
they are scheduled to be doing. Workforce management tools keep supervisors informed of
discrepancies between agents’ work schedules and the actual activities they perform.

Recorded announcement device

A Recorded Announcement Device (RAD) is a system that provides prerecorded messages to

callers waiting in the ACD queue.

Reporting number

The term reporting number refers to the number assigned to devices for reporting purposes.

Requeued

When an agent receives an ACD interaction and fails to accept the interaction within a certain
period of time, the system places the agent in Make Busy and requeues the interaction
(places the call back in the same ACD path queue) and offers it to the next available agent.
For multimedia, requeued contacts are interactions that the agent declined or did not open
before the requeue timer expired, or interactions that were requeued after being on hold past
the permitted time. Interactions can also requeue if the agent logs out while the interaction is
in the Inbox

Ring Group

A Ring Group is a collection of extensions, or a single dialing point for a collection of

extensions, in a business. Ring Groups are typically used to reach back office extensions. For
example, a business with agents taking sales orders may also have several phone extensions
in the warehouse. These warehouse phone extensions are compiled into a Ring Group, which
can be reached via a single dialing point.

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Service Level Percent

Your Queue Service Objective might require queue members to handle 80% (Service Level
Percent) of interactions within 120 seconds (Service Level Time). You specify the Queue
Service Objective under YourSite Explorer under YourSite > Queues.

The Service Level Percent is the total number of interactions which are handled, abandoned,
and interflowed before a defined threshold time (Service Level Time), compared to the total
number of interactions handled, abandoned, and interflowed. The Service Level Percent =
(interactions answered + interactions abandoned (long) + interactions interflowed (long))
within the specified Service Level Time ÷ (interactions answered + interactions abandoned
(long) + interactions interflowed (long)).

The default Service Level Percent is 80% for all interactions.

Service Level Time

The Service Level Time is the threshold time used in calculating the Queue Service Objective.

Your Queue Service Objective might be for your queue members to handle 80% (Service
Level Percent) of interactions within 120 seconds (Service Level Time). You specify the
Queue Service Objective under in YourSite Explorer under YourSite > Queues.

The default Service Level Time for interactions is 120 seconds.

SQL

Structured Query Language (SQL) is the language used to talk to popular Relational
Database Management Systems (RDBMSs). SQL is a standard query language that can
be used to enter, query, and change data in a database. SQL is also used to create and
administer databases. Administration of YourSite is done using Microsoft’s SQL Server, a
database management system.

Talk time

See ACD true-talk time

Time to answer

Time to answer is the number of seconds from the time an incoming external request enters
the queue until the request is answered. This does not include the duration the request waits
in queue outside of regular business hours for the queue.

Trunk load

The trunk load includes the time from when a trunk picks up a call until the queue member
finishes speaking to the caller and disconnects. The trunk load does not include Wrap-up
time.

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Unavailable

See Queue unavailable

Workforce management

Workforce management is the forecasting and scheduling of agents. Some workforce

management systems use ACD routing system data to monitor the real-time adherence of
agents to scheduled activities, so you to know how many agents are currently logged in and
available to handle calls.

Wrap-up time

Wrap-up time is a real-time and reporting statistic detailing the total time an agent spends in
the Work Timer state.
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