Avaya CMS Reporting Guide by Comstice

July 15, 2019 in Customer Service
Avaya CMS Reporting  Guide by Comstice

Comstice Quartz is a reporting and analytics solution for Avaya contact centers. It collects real-time and historical data from Avaya CMS and Avaya AES and offers easy reporting, report automation, scheduling and forecasting. It also offers visual scorecards and quick access to large sums of historical data for various business stakeholders; from agent up to the executive level. Comstice Quartz for Avaya helps to build reports similar to Avaya IQ Reports and also provides Customer Journey Maps and Best Next Action similar to Avaya Business Advocate.

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.)
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.
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.
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.
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.
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.
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.
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.
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.
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.
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].)
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
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.
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.
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.
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.
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.
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.
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.
% 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.
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.
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.
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.
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.
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.
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.
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.
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.

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