Agent Reports
Agent Attendance
Description
Avaya Agent Attendance report gives the total staffed time, ACD time, ACW time, AUX time, time in the ringing state, extension time, available time, and the number of calls handled by an agent for the specified time period for all splits or skills the agent was logged into.
Filters: starttime,endtime,agent name/ID, select interval(15,30,60 mins.,entire report), staffed time greater / less than
Parameter |
Description |
Agent Name |
The name or login ID of the agent. You can make this selection in the report input window. |
ACD |
The ACD name or number for which the data was collected. |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
Staffed Time |
The total time that the agent was logged in
(staffed) for the specified time period in any
split/skill. (This does not include time that the
link was down.) |
Parameter |
Description |
ACD Time |
The total time that the agent spent on all split/
skill and direct agent ACD calls for the
specified time period in any split/skill. |
ACW Time |
The total time that the agent spent in ACW for
the specified time period in any split/skill for
ACD calls and direct agent calls as well as
time in ACW not associated with a call. Time
on extension calls is also included. |
Agent Ring Time |
The total time during the collection interval
that the agent had split/skill and direct agent
ACD calls ringing. If the agent answers or
makes another call instead of answering the
ringing call, I_RINGTIME stops accumulating.
RINGTIME is the time that the caller spends
ringing and is independent of agent activity. |
Extn In Time |
The total time that the agent spent talking on
inbound extension calls for the specified time
period. |
Parameter |
Description |
Extn Out Time |
The total time that the agent spent talking on
outbound extension calls for the specified
time period. |
Avail Time |
The total time for the specified time period
that the agent was available to take ACD calls
in any split/skill. |
Aux Time |
The total time that the agent spent in AUX
work in all splits/skills and on AUXIN/
AUXOUT calls for the specified time period. |
ACD Calls |
The total number of split/skill and direct agent
ACD calls answered by the agent. |
Parameter |
Description |
Extn In Calls |
The number of inbound extension calls
completed by the agent during the period
covered. This includes calls received while
the agent was in the following work modes:
- Auto-In or Manual-In
- ACW mode for ACD calls
- ACW mode that was not associated with a
call
- AUX work mode
|
Extn Out Calls |
The number of inbound extension calls
completed by the agent during the period
covered. This includes calls received while
the agent was in the following work modes:
- Auto-In or Manual-In
- ACW mode for ACD calls
- ACW mode that was not associated with a
call
- AUX work mode
|
Agent AUX Detail
Description
Avaya Agent AUX (Auxiliary Work) report shows the time an agent spent in each AUX reason code
for one or more days, one or more weeks, one or more months or during a specific interval. The
Agent AUX report is based on the Agent Summary and Agent Attendance reports. This report
displays data according to the time zone selected by the user. This report shows the total staffed
time, total AUX time, and AUX time for each reason code for an agent.
Filters: starttime,endtime,agent name/ID,select interval(15,30,60 mins.,entire report)
Parameter |
Description |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
Agent Name |
The name or login ID of the agent. You can make this selection in the report input window. |
Time (for interval reports only) |
The intrahour intervals for which the report
shows data. You can make these selections in
the report input window. |
Staffed Time |
The total time that the agent was logged in (staffed) for the specified time period in any
split/skill. (This does not include time that the
link was down.) |
AUX Time |
The total time that the agent spent in AUX work in all splits/skills and on AUXIN/
AUXOUT calls for the specified time period. |
Parameter |
Description |
Time in 0 |
The time that the agent spent in AUX with the reason code of 0 (zero). This is the time in the
system AUX for the communication servers
using AUX reason codes. It is the same as
TI_AUXTIME for communication servers not
using AUX reason codes. |
Time in 1…9 |
The time that the agent spent in AUX with each of the reason codes 1-9. |
Time in 10-99 |
The time that the agent spent in AUX with each of the reason codes 10-99. |
Interrupt Notifications |
The total number of interrupt notifications
received by the agent while in an interruptible
AUX state. |
Accepted interrupts |
The total number of interrupts accepted by
the agent while in an interruptible AUX state. |
Rejected interrupts |
The total number of interrupt notifications
rejected by the agent while in an interruptible
AUX state. |
Agent State Trace Detail
Description
Avaya Agent State Trace Detail report lists each agent activity and the time it occurred, by agent ID. This information could be useful when evaluating how well agents are using their time.
Filters: starttime,endtime,agent name/ID,split,skill,call work code, dialed digits
Parameter |
Description |
Agent |
The name or login ID of the agent. You can
make this selection in the report input window. |
ACD |
The ACD name or number for which the data
was collected. |
Date |
The day that the event (state change) was
recorded. |
Time |
The time of day that the event started. |
Seq |
The sequence number of the event. Agent
events which occur in the same second are
assigned increasing sequence numbers, so
the order in which they occurred can be
determined. |
Logout Reason |
The reason code that the agent entered when
logging out. Reason code 0 (zero) indicates
that the agent forced a logout without entering
a reason code, or the system logged the
agent out. |
Parameter |
Description |
AUX Reason |
The reason code that the agent entered when
changing to AUX work mode. Reason code 0
(zero) indicates that the agent did not enter a
reason code, or the system put the agent into
AUX work mode. |
State |
The current work state of the agent. An agent
can be in any one of the following states:
LOGON, LOGOFF, ACD, ACDIN, ACDOUT,
ACW, ACWIN, ACWOUT, AUX, AUXIN,
AUXOUT, AVAILABLE, DACD, DACDIN,
DACDOUT, DACW, DACWIN, DACWOUT,
RINGING, UNKNOWN, UNSTAF, or OTHER. |
Split/Skill |
The name or number of the split/skill which
the agent logged into or for which the agent
handled a call. |
Time |
The length of time spent in the state. Shown
in minutes and seconds (mm:ss). |
Hold |
The agent put the current call on hold. This is
all calls the agent put on hold. |
Rec |
This indicates whether the agent reconnected
to the call (for example, the agent put a call
on hold and then retrieved the call from hold). |
Malicious Call |
The agent activated malicious call trace. |
Parameter |
Description |
Rls |
The agent released the ACD call. This is
always true for ACD calls the agent
transferred or conferenced. |
Calling Party |
The identification of the caller. This is the
ANI/SID for communication servers with ISDN
ANI delivery. Otherwise, it is the extension or
trunk equipment location identifying the
originator of the call. |
Call Work Code |
The call work code that the agent entered for
the call. |
Dialed Digits |
The digits that the agent dialed to originate a
call. Trunk access codes, feature access
codes, account and authorization codes are
not included. |
Asst |
The agent requested supervisor assistance.
This is activated by pressing the ASSIST
button. |
Conf |
The agent activated a conference. |
Trans Out |
The agent transferred the call (all calls
transferred). |
Agent Login / Logout Summary
Description
Avaya Agent Login/Logout Summary (Skill) report shows, according to the selected time zone, the times that
agents in a given skill logged in and logged out, the reason codes associated with the logout (if
there is one), and the skills with which the agents logged in and out.
Filters: starttime,endtime,agent name/ID,skill,split
Parameter |
Description |
Date |
The date for which the report was run. The
report shows data for agents who logged in
on this date. |
Skill |
The name or number of the skill (selected in
the report input window). |
Time Zone |
The time zone relevant to the Login/Logout
time of the agents. The time zone of the ACD
from which data is collected is the default time
zone. |
Extn |
The extension where the agent logged in. |
Login Time |
The time that the agent logged in with the
given set of skills. |
Logout Time |
The time that the agent logged out or was
logged out from the given set of skills. |
Logout Date |
The date that the agent logged out from the
given set of skills. |
Logout Reason |
The reason for logging out. |
Skills 1-15 |
The first 15 skills with which the agent logged
in. |
Agent Split / Skill Summary
Description
Avaya Agent Split/Skill Summary report shows an individual agent's performance by split or skill.
Filters: starttime,endtime,agent name/ID,select interval(15,30,60 mins.,entire report)skill,split
Parameter |
Description |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
Agent |
The name or login ID of the agent. You can
make this selection in the report input window. |
Time Zone |
The time zone relevant to report. The time
zone of the communication manager is the
default time zone. |
ACD |
The ACD name or number for which the data
was collected. |
Time |
The intrahour intervals for which the report
shows data. You can make these selections in
the report input window. |
Split/Skill |
The name or number of the splits/skills that the
agent logged into during the specified time
period and for which data are shown. |
Parameter |
Description |
ACD Calls |
The number of split/skill and direct agent ACD
calls that were answered by the agent. This
total also includes outbound ACD calls
(O_ACDCALLS) if you have the Outgoing Call
Management application on ASAI.
(O_ACDCALLS is the number of ACDCALLS
that were placed by an adjunct [predictive
dialing].) |
ACD Time |
The total time an agent talked on split/skill and
direct agent ACD calls for the split/skill. |
ACW Time |
The total time that the agent spent in ACW
associated with split/skill and direct agent ACD
calls and ACW not associated with a call
during the report interval. |
Extn In Calls |
The number of inbound extension calls that
were completed by the agent during the period
covered.
This includes calls received while the agent
was in the following work modes:
- Auto-In or Manual-In
- ACW mode for ACD calls
- ACW mode that was not associated with a
call
- AUX work mode
|
Extn In Time |
The total time that the agent spent talking on
inbound extension calls during the report
period. |
Parameter |
Description |
Extn Out Calls |
The number of outbound extension calls that
were completed by the agent during the period
covered.
This includes calls originated by the agent
while the agent was in the following work
modes:
- Auto-In or Manual-In
- ACW mode for ACD calls
- ACW mode that was not associated with a
call
- AUX work mode.
|
Extn Out Time |
The total time that the agent spent on
outbound extension calls during the report
period. |
Assists |
The number of times that the split/skill
supervisor was called by the agent who was
on a split/skill or a direct agent ACD call or in
call-related ACW. |
Held Calls |
The number of calls that the agent placed on
hold. This is all calls the agent put on hold. |
Total Hold Time |
The total time that calls were on hold for this
agent. This includes all callers. |
Trans Out |
The number of times that an agent completed
a transfer (any call transferred). |
Agent Inbound / Outbound
Description
Avaya Agent Inbound/Outbound Call report is a detailed breakdown of the inbound and outbound
calls handled by an agent. The report sums the total over all the splits or skills the agent was
logged into for the specific period covered. This report displays data according to the time zone
selected by the user.
Filters: starttime,endtime,agent name/ID
Parameter |
Description |
Agent |
The name or login ID of the agent. You can
make this selection in the report input window. |
ACD |
The ACD name or number for which the data
was collected. |
Time Zone |
This report displays data according to the
time zone selected by the user. The time zone
of the communication manager is the default
time zone. |
Time |
The intrahour intervals for which the report
shows data. You can make these selections in
the report input window. |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
Inbound ACD Calls |
The total number of all inbound ACD calls
answered by this agent that completed during
the specified time period. |
Parameter |
Description |
Avg Inbound ACD Time |
The average length of all inbound ACD calls
answered by this agent that completed during
the specified time period. |
Avg ACW Time
(Inbound ACD) |
The average length of all ACW sessions by
this agent for inbound ACD calls completed
during the specified time period. This includes
direct agent call activities. |
Outbound ACD Calls |
The total number of all outbound ACD calls
for this agent that completed during the
specified time period. |
Avg Outbound ACD Time |
The average length of all outbound ACD calls
for this agent that completed during the
specified time period. |
Avg ACW Time (Outbound ACD) |
The average length of all ACW sessions by
this agent for outbound ACD calls that
completed during the specified time period.
This includes direct agent call activities. |
Parameter |
Description |
Extn In Calls |
The number of inbound extension calls that
were completed by the agent during the
period covered.
This includes calls received while the agent
was in the following work modes:
- Auto-In or Manual-In
- ACW mode for ACD calls
- ACW mode that was not associated with a
call
- AUX work mode
|
Avg Extn In Time |
The average length of this agent's inbound
extension calls. |
Extn Out Calls |
The number of outbound extension calls that
were completed by the agent during the
period covered.
This includes calls originated by the agent
while the agent was in the following work
modes:
- Auto-In or Manual-In
- ACW mode for ACD calls
- ACW mode that was not associated with a
call
- AUX work mode
|
Avg Extn Out Time |
The average length of this agent's outbound
extension calls. |
External Calls Extn Out |
The number of outbound extension calls that
were made by this agent to a location outside
the communication server during ACW
sessions and AUX work. (Does not include
DA_ACWOFFCALLS.) |
Avg External Extn Out Time |
The average length of this agent's calls to a
location outside the communication server
during ACW sessions or AUX work. |
Assists |
The number of calls that were referred to the
supervisor by this agent during the specified
time period. |
Trans Out |
The number of calls that were transferred by
this agent to another destination during the
specified time period. |
Agent Summary
Description
Avaya Agent Summary report shows the activities and performance of an individual agent for all
splits or skills of which the agent is a member. It represents the totals over the specified time
period for all splits or skills the agent was logged into. This report also includes information on
agent occupancy, expressed as a percentage of total work time, both with and without ACW. This
report displays data according to the time zone selected by the user.
Filters: starttime,endtime,agent name/ID
Parameter |
Description |
Date |
The day, week, or month for
which the report ran. You can
make these selections in the
report input window. |
Agent |
The name or login ID of the
agent. You can make this
selection in the report input
window. |
Time Zone |
This report displays data
according to the time zone
selected by the user. The time
zone of the communication
manager is the default time zone. |
Time |
The intrahour intervals for which
the report shows data. You can
make these selections in the
report input window. The time
displays in hh:mm:ss (hour/
minute/second) format. |
ACD Calls |
The number of ACD calls and
direct agent calls that were
answered by the agent. This total
also includes O_ACDCALLS if
you have the Outgoing Call
Management application of ASAI.
(O_ACDCALLS is the number of
ACDCALLS that were placed by
an adjunct [predictive dialing].) |
Parameter |
Description |
Avg ACD Time |
The average length of this agent's
ACD calls (including direct agent
calls) during the period covered. |
Avg ACW Time |
The average length of After Call
Work (ACW) sessions for this
agent. This includes direct agent
call activities. |
% Agent Occup w/ACW |
The percentage of agent
occupancy in which the agent's
time in after call work is
considered as work time. |
% Agent Occup w/o ACW |
The percentage of agent
occupancy in which the agent's
time in after call work time is
considered idle. |
Extn In Calls |
The number of inbound extension
calls that were completed by the
agent during the period covered.
This includes calls received while
the agent was in the following
work modes:
- Auto-In or Manual-In
- ACW mode for ACD calls
- ACW mode that was not associated with a
call
- AUX work mode
|
Parameter |
Description |
Avg Extn In Time |
The average length of this agent's
inbound extension calls. |
Extn Out Calls |
The number of outbound
extension calls that were placed
by the agent during the period
covered. This includes calls
originated by the agent while the
agent was in the following work
modes:
- Auto-In or Manual-In
- ACW mode for ACD calls
- ACW mode that was not associated with a
call
- AUX work mode
|
Avg Extn Out Time |
The average length of this agent's
outbound extension calls. |
ACD Time |
Time this agent spent on ACD
calls (including direct agent calls)
during the report interval. |
ACW Time |
The amount of time the agent
spent working on call-related
activities (that is, ACW activities).
This includes direct agent ACW
activities during the report
interval. |
Agent Ring Time |
The time the agent had split/skill
and direct agent ACD calls
ringing. If the agent answers or
makes another call instead of
answering the ringing call, the
I_RINGTIME is stopped. This
applies only to communication
servers with ring state. |
Parameter |
Description |
Other Time |
The time the agent spent doing
other work in all splits/skills. For
communication servers, agents
are doing other work while in
Auto-In or Manual-In if they:
- Put any call on hold while not
doing any other activity
- Dial to place a call or to activate
a feature
- Have a personal call ringing
with no other activity
|
AUX Time |
The total time that the agents
spent in AUX work in all splits/
skills or on AUXIN/AUXOUT calls
for the specified time period. |
Avail Time |
The total time that the agents
were available to take ACD calls
for any split/skill during the
specified time period. |
% Skills Avail |
The availability of an agent in all
assigned skills. This value is
mainly used to determine if the
agent is being auto-reserved
through the Service Level
Maximizer feature. |
Staffed Time |
The total time the agents were
logged in (staffed) for the
specified time period in any split/
skill. This does not include time
the link was down. |
Trans Out |
The number of calls transferred
by this agent to another
destination. For communication
servers, this records all calls that
were transferred. |
Held Calls |
The number of calls the agent put
on hold. For communication
servers, this is all calls the agent
put on hold. |
Avg Hold Time |
The average length of time calls
were on hold. |
Call Detail Reports
Call Records Report
Description
Avaya Call Records report allows you to view selected information about each call. For example, you
might have a caller that complained about being put on hold three times and then transferred. This
report gives you this type of information about a call.
Filters: starttime, endtime, agent name/ID, call id, split, calling party, dialed number, disposition, call work code
Parameter |
Description |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
ACD |
The number of the ACD that handled this call. |
Call ID |
A unique number assigned to this call and all
its segments. Note that in the case of a
conference or transfer, when the data for the
conference/transfer is recorded, the same call
ID will be recorded for all call segments of the
conference/transfer. In the case of meet-me
conferences, this may result in highernumbered
segments of the call starting before
the first segment on the call. Call IDs are not
necessarily strictly sequential, but will be
unique for calls over a day. |
Segment |
The number of the call segment. Segment
numbers are from 1 up to the number of
segments in the call. |
Parameter |
Description |
Date |
The starting date for the segment. |
Start Time |
The starting time for the segment. |
Calling Party |
The Automatic Number Identification (ANI)/
Station Identification (SID), extension or trunk
equipment location identifying the originator of
the call This field is blank if the trunk is not
measured or, for internal calls, if the
originating extension is not measured. |
Dialed Number |
The number the caller dialed. This will be the
VDN for inbound vectoring calls and dialed
digits for outbound calls. This will be blank for
inbound calls without vectoring. |
Disposition |
Indicates what happened to the call in the call
segment. The possibilities are: 1=connected
(CONN), 2=answered (ANS), 3=abandoned
(ABAN), 4=interflowed (IFLOW), 5=forced
busy (FBUSY), 6=forced disconnect (FDISC),
and 7=other (OTHER). |
Disposition Time |
The amount of time the call waited until its
disposition (in the vector, in queue, and
ringing). For extension calls made directly to
agents (not through a VDN), this will always
be zero. |
Parameter |
Description |
Split/Skill |
The number of the split or skill associated
with the call at its disposition in this call
segment. Calls that were not queued to a split
or skill at the time of disposition will have this
item set to blank. Calls that were queued to
an unmeasured split or skill at the time of
disposition will have this item set to zero. |
Ans Logid |
The login ID of the agent who answered the
call in this segment. This field is blank for
unmeasured extensions when EAS is not
active. |
Talk Time |
The time an agent spends talking on a call.
This does not include the time the caller is on
hold. |
Hold Time |
The total time the call was put on hold by the
answering agent, in seconds, in this call
segment. Note that in agent-to-agent calls,
Hold Time is accrued for the answering agent
if the agent puts the call on hold, but not for
the other agent (who continues to accrue talk
time).
For communication servers, Hold Time
includes all calls held. |
ACW Time |
The time spent, in seconds, in After Call Work
(ACW) related to this call by the answering
agent in this segment. |
Parameter |
Description |
Trans Out |
This indicates whether the answering agent
initiated a transfer on this call segment. Valid
values for Trans Out are 0=NO, 1=YES.
Trans Out is set for any call transferred. |
Conf |
This indicates whether this call segment
represents part of a conference (0= NO,
1=YES). |
Assist |
This indicates if the answering agent in this
segment requested supervisor assistance on
this call (0= NO, 1=YES). |
Last Call Work
Code |
The last call work code entered by the
answering agent in this segment. |
Call Work Code Summary
Description
Avaya Call Work Code Summary report tracks certain call activities of your call center, such as special
sale items, complaints, or how many times a customer made a purchase based on a special sales
campaign. Agents enter a specific call work code that is associated with a particular call activity when the activity occurs. Those entries are tracked on this report.To produce data in this report,
you must have the Call Work Codes feature.
Filters: starttime,endtime,call work code
Parameter |
Description |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
ACD |
ACD name or number associated with the call
work codes. |
Call Work Code |
Call work code numbers. |
Call Work Code Name |
Names associated with the call work code
numbers. |
ACD Calls |
Number of times the call work code was
entered while agents were on ACD calls or in
ACW associated with an ACD call. |
ACD Time |
Total talk time associated with ACDCALLS
that have this call work code. |
Parameter |
Description |
ACW Time |
Total after call work time associated with
ACDCALLS with this call work code. |
Avg ACD Time |
Average talk time associated with the call
work code. |
Avg ACW Time |
Average after call work time associated with
the call work code. |
Split / Skill Reports
Call Profile
Description
Avaya Split/Skill Call Profile report shows the number of calls answered and abandoned in time
increments that you administer. This report also displays your acceptable service level. Since this report shows you how long it takes for calls to be answered or abandoned, you can determine how long a caller is willing to wait for an agent before hanging up. With this information, you can determine the appropriate answering speed required to reduce abandoned calls.
Filters: starttime,endtime,agent name/ID,split,skill
Parameter |
Description |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
Split/Skill |
The name or number of the split/skill that is
selected for this report. You can make these
selections in the report input window. |
% Within Service Level |
The percentage of split/skill ACD calls that
were queued to this split/skill and answered
within your administered service level. |
ACD |
The ACD name or number for which the data
was collected. |
Parameter |
Description |
Service Intervals Changed |
A YES appears if you changed your service
interval increments during the time period
covered by the report. A NO appears if you
have not changed your service interval
increments. The words displayed for YES or
NO represent the values defined in the
Dictionary subsystem. |
Acceptable Service Changed |
A YES appears if you changed your
acceptable service level during the period
covered by the report. A NO appears if you
have not changed your acceptable service
level. The words displayed for YES or NO
represent the values defined in the Dictionary
subsystem. |
Seconds |
The values administered for the service level
increments. Each Secs (seconds) interval
represents a progressively longer wait time
for a call, and each interval can be a different
length. |
ACD Calls |
The number of split/skill ACD calls answered
within each service level increment. |
Aban Calls |
The number of split/skill ACD calls that
abandoned within each service level
increment. |
ACD Calls |
The number of split/skill ACD calls that were
queued to this split/skill and answered by an
agent for this split/skill. This total also
includes O_ACDCALLS if you have the
Outgoing Call Management (OCM)
application of ASAI. The O_ACDCALLS is the
number of ACDCALLS that were placed by an
adjunct; this is also referred to as predictive
dialing. |
Avg Speed Ans |
The average time the split/skill ACD calls
were waiting in queue and ringing before
being answered by an agent. |
Parameter |
Description |
% Ans Calls |
The percentage of calls queued to the split/
skill that were answered by agents for this
split/skill. |
Aban Calls |
The number of ACD calls to the split/skill that
disconnected while either waiting in queue (if
this was the first split/skill the call was queued
to), or while ringing. This total includes calls
with talk time less than the phantom
abandoned call timer value, if it is set. This
total also includes O_ABNCALLS if you have
OCM. The O_ABNCALLS is the number of
outbound ACD calls that were abandoned by
the far end. |
Avg Aban Time |
The average time the split/skill ACD calls
were waiting in queue or ringing before
abandoning. |
% Aban Calls |
The percentage of calls queued to the split/
skill that abandoned before being answered
by an agent. |
Graphical ASA
Description
Avaya Split/Skill Graphical ASA (Average Speed of Answer) report shows the average speed of
answer for ACD calls answered in each selected split/skill for each selected interval.
Filters: starttime,endtime,split,skill
Parameter |
Description |
Date |
The day for which the report was run
(selected in the report input window). |
Start Time |
The start time of the interval for which the
data was collected. (This field displays only
for the Interval report.). |
Time Zone |
The time zone relevant to report. The time
zone of the ACD from which data is collected
is the default time zone. |
Split/Skill |
The name or number of the split/skill you are
currently viewing. |
Average Speed of Ans - Seconds |
The value in seconds of the average speed of
answer for the split/skill during the time period
covered in the report. |
Split / Skill Graphical Service Level
Description
Avaya Split / Skill Graphical Service Level report shows the percentage of ACD calls answered within the predefined acceptable service
level and the percentage of ACD calls abandoned for the date and split or skill you specify.
Filters: starttime,endtime,agent name/ID,split,skill
Parameter |
Description |
Date |
The day for which the report was run
(selected in the report input window). |
Secs. |
Shows actual administered service level. |
Time Zone |
The time zone relevant to report. The time
zone of the ACD from which data is collected
is the default time zone. |
Split/Skill |
The name or number of the split/skill you are
currently viewing. |
Acceptable Service Changed |
Shows whether the service level was
changed. A YES appears if the acceptable
service level changed during the period
covered by the report. Otherwise, a NO
appears. |
% Within Service
Level |
Percentage of ACD calls that were answered
by an agent within the predefined acceptable
service level for the time period shown in the
report. |
% Aban Calls |
Percentage of ACD calls that were
abandoned for the time period shown in the
report. |
Graphical Skill Time Spent
Description
This report shows how much time the agents staffed in the specified split or skill spent in each
work state. It also shows the composite time spent in the AUX work state for each of the reason
codes defined for this call center.
Filters: starttime,endtime,agent name/ID,split,skill
Parameter |
Description |
Split/Skill |
The name or number of the split/skill you are
currently viewing. |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
AVAIL |
The time during the collection interval that
POSITIONS were available for calls from this
split/skill. |
ACW |
The time during the collection interval that
POSITIONS were in AUX in this split/skill.
This includes I_AUXINTIME and
I_AUXOUTTIME. |
RINGING |
The time during the collection interval that
agents were in the ringing state for calls to
this split/skill. If the agent changes work
modes or answers/makes another call instead
of answering the ringing call, I_RINGTIME will
stop accumulating. RINGTIME is the time that
the caller spends ringing and is independent
of agent activity. |
ACD |
The time during the collection interval that
POSITIONS were on split/skill ACD calls for
this split/skill. |
Parameter |
Description |
AUX |
The time during the collection interval that
POSITIONS are in AUX in this split/skill. |
OTHER |
The time during the collection interval that
POSITIONS were doing other work. |
Reason Code 0 |
The time during the collection interval that
POSITIONS were in AUX for reason code 0 in
this split/skill. This includes time on extension
calls from this AUX state.
- For communication servers using AUX
reason codes, this represents the time
agents spent in system AUX.
- For communication servers not using AUX
reason codes, I_AUXTIME0 is the same as
I_AUXTIME.
|
Reason Code 1-9 |
The time during the collection interval that
POSITIONS were in AUX for each reason
code 1-9 in this skill. This includes the time on
extension calls from each AUX state. |
Reason Code 10-99 |
The time during the collection interval that
POSITIONS were in AUX for each reason
code 10-99 in this skill. This includes the time on
extension calls from each AUX state. |
Split / Skill Summary
Description
Avaya Split/Skill Summary report summarizes the activity for an entire split or skill by time. You could
use this report to analyze the overall performance of a split/skill or to compare two or more
comparable splits/skills.
Filters: starttime,endtime,agent name/ID,split,skill
Parameter |
Description |
Split/Skill |
The name or number of the split/skill that is
selected for this report. You can make these
selections in the report input window. |
Time Zone |
The time zone relevant to report. The time
zone of the ACD from which data is collected
is the default time zone. |
Time |
The intrahour intervals for which the report
shows data, selected in the report input
window. |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
Avg Speed Ans |
The average time the completed split/skill
ACD calls were waiting in queue and ringing
before being answered by an agent. |
Avg Aban Time |
The average time the split/skill ACD calls
were waiting in queue or ringing before
abandoning. |
ACD Calls |
The number of split/skill ACD calls that were
queued to this split/skill and answered by an
agent for this split/skill. This total also
includes O_ACDCALLS if you have the
Outgoing Call Management application of
ASAI (OCM). The O_ACDCALLS is the
number of ACDCALLS that were placed by an
adjunct; this is also referred to as predictive
dialing. |
Parameter |
Description |
Avg ACD Time |
The average time the agents spent talking on
ACD calls for this split/skill that completed
during the interval. This average includes
O_ACDTIME if you have OCM. |
Avg ACW Time |
The average time the agents spent in after
call work associated with ACD calls for this
split/skill. This average includes O_ACWTIME
if you have OCM. |
Aban Calls |
The number of ACD calls to the split/skill that
abandoned while either waiting in queue (if
this was the first split/skill the call was queued
to), or while ringing. This total includes calls
with talk time less than the phantom
abandoned call timer value, if it is set. This
total also includes O_ABNCALLS if you have
OCM. The O_ABNCALLS is the number of
outbound ACD calls that were abandoned by
the far end. |
Max Delay |
The maximum time that a caller waited in
queue and ringing before:
- Being answered
- Abandoning
- Being redirected
- Receiving a busy signal
- Being disconnected
The value shown in the Totals line for this
column is the maximum of the Max Delay
values shown in the individual intervals. |
Flow In |
The number of calls that were redirected to
this split/skill queue from another queue. The
following calls are considered inflows:
- For communication servers without
vectoring, calls that intraflow from another
split's queue to this split's queue.
- With multiple split/skill queuing
(communication servers with vectoring),
calls that queue to this split/skill as a
nonprimary split/skill and are either
answered by an agent in this split/skill or
abandoned from ringing in this split/skill.
- Calls that ring at an agent in this split/skill
and then requeue to the same split/skill by
the Redirection on No Answer to a Split/Skill
feature.
- When a call leaves a VDN (for example by
routing to a VDN) or leaves vector
processing (for example by routing to a
split/skill), the next split/skill to which the call
queues is not credited with an inflow.
|
Parameter |
Description |
Flow Out |
The number of calls offered to this split/skill
that were redirected to another destination.
- For communication servers without
vectoring, calls that intraflow or interflow to
another destination are counted as
outflows.
For communication servers with vectoring, an
outflow is counted:
- If the call routes to another VDN
- If the call routes to a number or digits
For communication servers with vectoring, an
outflow is also counted:
- If the call queues to this split/skill as the
primary split/skill and is redirected by the
Redirection on No Answer feature
- If the call queues to a messaging split/skill
- If the call rang at an agent in this split/skill
and was answered using call pickup
- If the call queued to this split/skill as primary
and was either answered by an agent in a
nonprimary split/skill or abandons from
ringing at an agent in a nonprimary split/skill
|
Extn Out Calls |
The number of outbound extension calls
made by agents logged into this split/skill.
Direct agent ACW out calls are not included.
For agents in multiple splits/skills, outbound
AUX extension calls are included here if this
split/skill is the first one that the agent logged
into, unless the agent has an ACD call on
hold. In this case, the outbound call is
recorded for the split/skill associated with the
ACD call. |
Parameter |
Description |
Avg Extn Out Time |
The average time agents in this split/skill
spent talking on outbound extension calls.
For agents in multiple splits/skills, time spent
on outbound AUX extension calls is included
here if this split/skill is the first one that the
agent logged into, unless the agent has an
ACD call on hold. In this case, the outbound
call is recorded for the split/skill associated
with the ACD call. |
Dequeued Calls |
For communication servers with multiple split/
skill queuing, the number of calls queued to
this split/skill as a nonprimary split/skill (that
is, this was not the first split/skill to which the
call queued) for which the disposition
(answered, outflowed, abandoned, busy,
forced disconnect) was recorded in another
split/skill. |
Avg Time to Dequeue |
For communication servers with multiple split/
skill queuing, average time the dequeued
calls spent queued to this split/skill before
leaving the queue. |
% ACD Time |
The percentage of staffed time that agents in
this split/skill spent on ACD calls and in after
call work for this split/skill. |
% Ans Calls |
The percentage of calls queued to this split/
skill that were answered by agents for this
split/skill. |
Avg Pos Staff |
The average number of positions staffed in
this split/skill during the interval. |
Calls Per Pos |
The average number of calls answered by
each position staffed during the interval. (If an
agent is staffed for part of an interval, the
calculation reports what the agent would have
handled had the agent been staffed during
the entire interval.) |
VDN Reports
VDN Busy Hour
Description
Avaya VDN Busy Hour report shows call handling data for the busiest hour in the selected day for
each selected VDN.
The busiest hour is the set of contiguous intervals, totaling an hour, that had the highest number of
incoming calls for the VDN. For example, if your system stores data in 15-minute intervals, the
busiest hour might be the four intervals from 10:15 a.m. to 11:15 a.m. or the four intervals from
4:30 p.m. to 5:30 p.m.
Filters: starttime,endtime,agent name/ID,VDN
Parameter |
Description |
Date |
The day, week, or month for which the report
ran. You can make these selections in the
report input window. |
ACD |
ACD associated with the VDNs in the report.
This ACD is always the current ACD. |
VDN Name |
Number or name of each VDN for which the
report shows data (selected in the report input
window). |
Busy Hour |
Busiest hour is the set of contiguous intervals
totaling an hour that had the highest number
of completed incoming calls to the associated
VDN. |
Inbound Calls |
Number of calls to the VDN that were
completed in the busy hour. |
ACD Calls |
Number of calls to the VDN completed during
the busy hour that were answered by an
agent as split/skill or direct agent calls. |
Parameter |
Description |
Avg ACD Time |
Average time that agents spent talking to
callers on split/skill and direct agent ACD calls
that completed during the busy hour to the
VDN. This does not include HOLDTIME. |
Aban Calls |
Number of calls to the VDN that were
abandoned during the busy hour. |
Forced Busy Calls |
Number of calls that received a forced
disconnect while being processed by the VDN
(in the busy hour). |
Forced Disc Calls |
Number of calls that received a forced
disconnect while being processed by the VDN
(in the busy hour). |
Other Calls |
Number of calls that connected to a non-ACD
destination while being processed by the VDN
(in the busy hour). |
VDN Graphical Busy / Abandon / Disconnect Comparison
Description
This report shows the percent of busy, abandon, and disconnect for summarized VDNs in one
ACD for the date you specify.
Filters: starttime,endtime,agent name/ID,VDN
Parameter |
Description |
Date |
The day which the report
ran. You can make these selections in the
report input window. |
VDN |
The number or name of the VDN for which
the report shows data (selected in the report
input window). |
ACD |
ACD name or number that is sending calls to
the VDN. |
Abandon |
The percentage of the total number of calls in
all VDNs in the selected ACD that abandoned
on the selected date. |
Busy |
The percentage of the total number of calls in
all VDNs in the selected ACD that were busy
for the selected date. |
Disconnect |
The percentage of the total number of calls in
all VDNs in the selected ACD that
disconnected on the selected date. |
VDN Graphical Service Level
Description
This report shows the percentage of ACD calls answered within the predefined Acceptable
Service Level and the percentage of ACD calls abandoned for the date and VDN that you specify.
Filters: starttime,endtime,agent name/ID,VDN
Parameter |
Description |
Date |
The day which the report
ran. You can make these selections in the
report input window. |
Time Zone |
The time zone relevant to report. The time
zone of the communication manager is the
default time zone. |
VDN |
The number or name of the VDN for which
the report shows data (selected in the report
input window). |
Seconds |
Shows actual administered service level. |
Acceptable Service Changed |
Shows whether the service level was
changed. A YES appears if the acceptable
service level changed during the period
covered by the report. Otherwise, a NO
appears. |
% Within Service Level |
The percentage of incoming calls to the VDN
that were answered by a measured agent or
connected to a non-ACD destination within
the service level (as specified in the VDN Call
Profile Setup window). Data are for each
specified intrahour interval or day (selected in
the report input window). |
% Aban Calls |
The percentage of incoming calls that were
abandoned in the VDN. |
Times |
Intrahour intervals for which the report shows
data (as selected in the report input window). |
VDN Summary
Description
Avaya VDN Summary report gives you historical information for a specified VDN and period of time. The
interval, daily, weekly, and monthly VDN reports display, for a particular VDN, various types of data
that show how well calls to that VDN were handled. This report displays data according to the time
zone selected by the user.
Filters: starttime,endtime,VDN,select interval(15,30,60 mins.,entire report)
Parameter |
Description |
Date |
Days, weeks, or months for which the report
was run (selected in the report input window). |
Time Zone |
The time zone relevant to report. The time
zone of the ACD from which data is collected
is the default time zone. |
VDN Name |
Number or name of the VDN for which the
report shows data (selected in the report input
window). |
ACD |
ACD name or number that is sending calls to
the VDN. |
Time |
Intrahour intervals for which the report shows
data (selected in the report input window). |
Vector |
Number of the vector to which the VDN is
assigned. If the VDN-vector association
changed during the reporting period, two rows
appear in the report for that period, one for
each vector associated with the VDN. |
Parameter |
Description |
Inbound Calls |
Number of calls to the VDN within the
specified time period. Calls are counted
regardless of whether they were answered in
the VDN, were abandoned, or were routed to
some other destination. |
Flow In |
Number of calls that, in the specified time
period, were redirected to this VDN via the
route to VDN vector command. Calls are
counted regardless of whether they were
answered in the VDN, were abandoned, or
were routed to some other destination. |
ACD Calls |
Number of split/skill and direct agent ACD
calls completed during the reporting period
that were answered while carried by the VDN.
This includes calls from queue to, check,
route to split/skill, and adjunct routing to a
split/skill or direct agent. |
Avg Speed Ans |
Average time, in minutes and seconds, split/
skill and direct agent ACD calls waited before
they were answered by an agent. |
Avg ACD Time |
Average talk time, in minutes and seconds,
for split/skill and direct agent ACD calls for
this VDN. This does not include HOLDTIME. |
Avg ACW Time |
Average amount of time, in the specified time
period, that agents spent in after-call work for
split/skill and direct agent ACD calls to this
VDN. |
Parameter |
Description |
Main ACD Calls |
Number of calls to the VDN completed during
the specified time period that were answered
by an agent in a main split/skill. The calls are
directed to the main split/skill by the queue to
vector command. This item does not include
direct agent calls. |
Backup ACD Calls |
Number of calls to the VDN completed during
the specified time period that were answered
by an agent in a backup split/skill (split/skill
other than the main split/skill). The calls can
be directed to a backup split/skill by a check
backup, messaging split/skill, or route to split/
skill or direct agent vector command. This
item does include direct agent calls. |
Connect Calls |
Number of calls to the VDN that were
connected to a non-ACD destination.
Connected means calls answered at a non-
ACD destination. |
Avg Connect Time |
Average time, in minutes and seconds, that
calls to the VDN waited before connecting to
a non-ACD destination. CMS tracks time
starting from the moment a call connects to
the VDN and ending the moment the call
connects to the destination. Connected
means calls answered at a non-ACD
destination. |
Aban Calls |
Number of calls to the ACD that hung up
while being carried by this VDN. The number
of calls applies to the specified time period. |
Avg Aban Time |
Average time, in minutes and seconds, that
abandoned calls waited in this VDN before
they were abandoned. This average, which
applies to the specified time period, includes
direct agent calls. |
% Aban |
The percentage of calls offered to the VDN
that abandoned. |
Forced Busy Calls |
Number of calls that, for the specified time
period, received a forced busy signal while
being carried by the VDN. |
Parameter |
Description |
Forced Disc Calls |
Number of calls that, in the specified time
period, received a forced disconnect while
being carried by the VDN. |
% Busy |
The percentage of total calls offered to the
VDN that were forced busy by a vector step. |
Flow Out |
Number of calls that, for the specified time
period, were routed to another VDN or
external destination via a route to step or
adjunct routing command. It does not include
calls routed to a new vector via a go to vector
command. |
% Flow Out |
The percentage of total calls offered to the
VDN that were directed to another VDN. |
Avg VDN Time |
Average time, in minutes and seconds, that
calls were carried by the VDN, including talk
time. This average, which applies to the
specified time period, is for all calls, including
direct agent calls, abandoned calls,
disconnected calls, interflowed calls, and so
on. |
1st Skill Pref |
For communication servers with EAS only, the
first skill assigned to this VDN. |
2nd Skill Pref |
For communication servers with EAS only, the
second skill assigned to this VDN. |
3rd Skill Pref |
For communication servers with EAS only, the
third skill assigned to this VDN. |