Avaya Business Communications Business Communications Manager - Contact Center Manuel d'utilisateur

BCM Contact Center Document Number: NN40040-601 Document Status: Standard Document Version: 02.01 Date: September 2009 Reporting for Contact Center

10 How to Use this Guide NN40040-601 Getting Help over the phone from a Nortel Solutions Center If you have a Nortel support contract and cannot find

Reports Explained NN40040-601 100Answered CLID/DNIS An example CLID/DNIS Report is shown in Figure 36: Answered CLID/DNIS. Figure 36: Answered CLID

Reports Explained 101 Reporting for Contact Center – Reports Explained The date and the time of day at which each call was answered is listed, togeth

Reports Explained NN40040-601 102CLID Displays the Calling Line Identification (CLID) of the caller. If the CLID is not available, then the Target Lin

Reports Explained 103 Reporting for Contact Center – Reports Explained Call Average by Skillset Figure 37: Call Average by Skillset shows an example

Reports Explained NN40040-601 104The Average Time to Answer and Average Time to Abandon figures in this report can be used to determine the appropriat

Reports Explained 105 Reporting for Contact Center – Reports Explained Formula (Presented Calls) Answered = AnC (Presented Calls) Average Time to Ans

Reports Explained NN40040-601 106Call Profile Figure 38: Call Profile shows an example Call Profile report. Figure 38: Call Profile Summary This rep

Reports Explained 107 Reporting for Contact Center – Reports Explained The Call Profile report can also be used to help determine staffing levels an

Reports Explained NN40040-601 108Depending on the selected date range, the report is broken down into one of the following periods: Hourly, if the rep

Reports Explained 109 Reporting for Contact Center – Reports Explained Formula Pre Presented Calls Disconnected Total Disconnected calls for the sele

11Reporting for Contact Center – Reports Explained Introduction Fundamental Concepts This chapter details the concepts fundamental to understanding

Reports Explained NN40040-601 110CC Transactions Answered by Operator Total operator Answered Transactions for the selected Skillset and time period.

Reports Explained 111 Reporting for Contact Center – Reports Explained Incoming Call by Skillset Figure 40: Incoming Call by Skillset shows an exampl

Reports Explained NN40040-601 112Location and Agent answering calls, calls answered before the Primary Alert (<P), calls answered after the Primary

Reports Explained 113 Reporting for Contact Center – Reports Explained A) Direct Calls are calls placed directly to the Skillset. That is, these cal

Reports Explained NN40040-601 114(CC Transactions Answered by:) Agent Total Agent answered Transactions answered for the selected Skillsets and time p

Reports Explained 115 Reporting for Contact Center – Reports Explained (Presented Calls) Abandoned Total Presented Calls abandoned in the Skillset fo

Reports Explained NN40040-601 116(Presented Calls) Less than Primary Alert Total Presented Calls answered before the primary alert threshold for the

Reports Explained 117 Reporting for Contact Center – Reports Explained Summary report Figure 42: Summary report shows an example Summary report. Fi

Reports Explained NN40040-601 118Summary This report displays a summary of key Contact Center statistics over the period of the report, broken down in

Reports Explained 119 Reporting for Contact Center – Reports Explained Figure 44: Summary report graph – Presented Calls Answered

Introduction NN40040-601 12 For example, a call arrives at 07:55 to the Skillset queue and remains for 6 minutes before it is answered by an agent at

Reports Explained NN40040-601 120 Figure 45: Summary report graph – Presented Calls Abandoned

Reports Explained 121 Reporting for Contact Center – Reports Explained Figure 46: Summary report graph – Presented Calls Handled in Another Skillset

Reports Explained NN40040-601 122 Figure 47: Summary report graph – Service Level % Each graph is a bar chart profile of the report period. These gra

Reports Explained 123 Reporting for Contact Center – Reports Explained calls that have been answered the first time, not when the calls have already

Reports Explained NN40040-601 124Presented Calls Abandoned Total abandoned calls within the Contact Center for the selected Skillsets and time period.

Reports Explained 125 Reporting for Contact Center – Reports Explained Average Service Level % Average level of service for Contact Center calls in t

Reports Explained NN40040-601 126Presented Calls Abandoned Total abandoned calls for that time slot and within the selected Skillset and time period.

Reports Explained 127 Reporting for Contact Center – Reports Explained Activity Code by Agent Figure 48: Activity Code by Agent shows an example Acti

Reports Explained NN40040-601 128Agents who have entered each Activity Code are listed, together with the average call duration, the number of pegs ea

Reports Explained 129 Reporting for Contact Center – Reports Explained Pegs Number of times that peg was used. Formula ACP Average Time Average call

Introduction 13 Reporting for Contact Center – Reports Explained Direct Calls Direct Calls are calls answered by the Skillset through the Lines Admin

Reports Explained NN40040-601 130Activity Code by Pegs Figure 49: Activity Code by Pegs shows an example Activity Code by Pegs report. Figure 49: Ac

Reports Explained 131 Reporting for Contact Center – Reports Explained Each Agent’s Activity Codes are listed, in descending order of use, together w

Reports Explained NN40040-601 132Pegs Number of times a peg was used. Formula ACP Average Time Average call time associated with that peg for that Age

Reports Explained 133 Reporting for Contact Center – Reports Explained Activity Code by Skillset Figure 50: Activity Code by Skillset shows an exampl

Reports Explained NN40040-601 134This report shows the Activity Code that has been entered on calls for each Skillset included in the report. For eac

Reports Explained 135 Reporting for Contact Center – Reports Explained Activity Code Time The portion of the call when pegging was selected. See Acti

Reports Explained NN40040-601 136Help Request by Supervisor Figure 51: Help Request by Supervisor shows an example of a Help Request by Supervisor re

Reports Explained 137 Reporting for Contact Center – Reports Explained that a supervisor is being called in. It is not intended for routine consulta

Reports Explained NN40040-601 138CLID Calling Line Identification of the caller, if this is not available then the Target Line number is displayed, if

Reports Explained 139 Reporting for Contact Center – Reports Explained Supervisor Monitor by Agent Figure 52: Supervisor Monitor by Agent shows an ex

Introduction NN40040-601 14 Report Concepts This part of the chapter provides information on the format of the reports and their usage. Report Header

Reports Explained NN40040-601 140Summary The Supervisor Monitor by Agent report lists the instances when the Supervisor entered a monitoring session (

Reports Explained 141 Reporting for Contact Center – Reports Explained Start Date and Time The start date and time of the monitoring session. This is

Reports Explained NN40040-601 142System Configuration Figure 53: System Configuration shows an example System Configuration report. Figure 53: Syste

Reports Explained 143 Reporting for Contact Center – Reports Explained Summary The System Configuration report provides a means to view and print set

Reports Explained NN40040-601 144Unanswered Help Request by Agent Figure 54: Unanswered Help Request by Agent shows an example Unanswered Help Request

Reports Explained 145 Reporting for Contact Center – Reports Explained Report Fields A description of each of the fields in the report. Agent ID ID o

Reports Explained NN40040-601 146Call Audit Figure 55: Call Audit shows an example Call Audit report. Figure 55: Call Audit Note: You must generate

Reports Explained 147 Reporting for Contact Center – Reports Explained answered they were transferred all over the place, or they may want to see in

Reports Explained NN40040-601 148 Figure 57: Call Audit Search by Call Criteria page 1. Search by Key a. In the Key box, type a unique call key. Th

Reports Explained 149 Reporting for Contact Center – Reports Explained Figure 58: Call Audit Search Results page d. A View button is displayed nex

Introduction 15 Reporting for Contact Center – Reports Explained  Navigate through a multi-page report  Zoom in or out of a report  Perform a s

Reports Explained NN40040-601 150CLID The Caller Line Identification (CLID) of the Caller. Formula N/A DNIS The number the caller dialed, Dialed Numbe

Reports Explained 151 Reporting for Contact Center – Reports Explained Call Step The routing step of the call, for example, Direct Call, Overflow, or

152Reporting for Contact Center – Reports Explained References 1 Business Communications Manager 50 3.0 Reporting for Contact Center Feature Descript

Index 153 Reporting for Contact Center – Reports Explained Index A Abandoned, 3, 4, 5, 9, 12, 23, 30, 33, 34, 90, 91, 92, 93, 94, 95, 101, 104, 105,

NN40040-601 154N Non-Agent, 106, 110 Nortel Multimedia Contact Center, 12, 33, 95, 102 Nortel Reporting for Contact Center, 3, 9, 11, 12, 21, 30, 31,

Introduction NN40040-601 16 Figure 3: Raw Data report page To save the raw report data click on the Save as File button at the bottom of the Raw Dat

Introduction 17 Reporting for Contact Center – Reports Explained Figure 4: Save HTML Document dialog box Save the raw report data as a .txt file to

Introduction NN40040-601 18 Figure 5: Text Import Wizard – Step 1 2. From the Original data type options, select Delimited as the format of the save

Introduction 19 Reporting for Contact Center – Reports Explained Figure 6: Text Import Wizard – Step 2 4. From the Delimiters options, select Comma

Copyright © 2008-2009 Nortel Networks. All Rights Reserved.The information in this document is subject to change without notice. The statements, confi

Introduction NN40040-601 20 6. Each column of data can be manipulated by selecting a Column data format option or leaving them as General. 7. Click

Introduction 21 Reporting for Contact Center – Reports Explained Each Reports Explained – [Help] window displays a link in the top right-hand corner

Introduction NN40040-601 22 • Report Abbreviations and Terms – This page provides a breakdown to the report explanations, an abbreviations table of d

Introduction 23 Reporting for Contact Center – Reports Explained Figure 12: Find Text controls 2. Click Find. The search text will be highlighte

Introduction NN40040-601 24 2. Click Export, as shown in Figure 15: Export Report link, to start exporting the report. Figure 15: Export Report lin

Introduction 25 Reporting for Contact Center – Reports Explained Figure 17: Report Export Save As dialog box 5. When the report is being exported t

Introduction NN40040-601 26 Figure 18: Download complete dialog box 6. The exported report will open up in a new window. The following example, Figu

Introduction 27 Reporting for Contact Center – Reports Explained Print To print the report displayed in the report viewer window perform the followi

Introduction NN40040-601 28

29Reporting for Contact Center – Reports Explained Reports Explained Overview This chapter describes each report, frequently asked questions, a descr

Table of Contents 3 Reporting for Contact Center – Reports Explained Table of Contents List of Figures...

Reports Explained NN40040-601 30 Table 1: Abbreviations for Formula Descriptions Explanation of Terms Used within Reporting for Contact Center This

Reports Explained 31 Reporting for Contact Center – Reports Explained Answered Time Bins These are a series of six user-defined time intervals used i

Reports Explained NN40040-601 32 Control Directory Number The Control Directory Number (Control DN or CDN) is the extension number of a Contact Cente

Reports Explained 33 Reporting for Contact Center – Reports Explained Multimedia Call A call generated and processed through the Nortel Multimedia Co

Reports Explained NN40040-601 34 Presented Calls Handled in Another Skillset Calls that left a Skillset and entered another Skillset because of an Ove

Reports Explained 35 Reporting for Contact Center – Reports Explained Agent Definitions This part of the section describes terms used for Agents in

Reports Explained NN40040-601 36 Not Available Time The length of time that an Agent is not available to answer Incoming Calls through, for example, i

Reports Explained 37 Reporting for Contact Center – Reports Explained Reports This section describes reports and provides example reports. Agent Acti

Reports Explained NN40040-601 38 bound call to the caller). Agent Call Activities are call states, one state is specific to a particular skillset and

Reports Explained 39 Reporting for Contact Center – Reports Explained (Login) No. The instance total for Agent Login sessions. Formula N/A (Login) To

4 Table of Contents NN40040-601 Abandoned CLID/DNIS...93 Answered Call

Reports Explained NN40040-601 40 (Agent State Activity) (Ringing) No. The instance total for an Agent in the Ringing state. Formula N/A (Agent State A

Reports Explained 41 Reporting for Contact Center – Reports Explained (Agent State Activity) (Not Ready) No. The instance total for an Agent in the N

Reports Explained NN40040-601 42 Formula (CC Transactions Answered by Agent) Total Time (Agent Call Activity) (CC Conf. Transactions Answered by Agent

Reports Explained 43 Reporting for Contact Center – Reports Explained (Agent Call Activity) (Non CC Conf. Transactions Answered by Agent) Total Time

Reports Explained NN40040-601 44 Agent Activity by Agent (Legacy) Figure 22: Agent Activity by Agent (Legacy) shows an example Agent Activity by Agent

Reports Explained 45 Reporting for Contact Center – Reports Explained This report also displays when an agent has been borrowed into another skillset

Reports Explained NN40040-601 46 Q) The Not Ready Time seems to be very high? A) The Not Ready Time value can be high as this can be accumulated b

Reports Explained 47 Reporting for Contact Center – Reports Explained (Agent State Activity) (Break Time) No. The instance total for an Agent in the

Reports Explained NN40040-601 48 (Agent Call Activity) (CC Voice Transactions Answered by Agent) No. The total number of Voice Contact Center Transact

Reports Explained 49 Reporting for Contact Center – Reports Explained Formula N/A (Agent Call Activity) (Non CC Transactions Answered by Agent) Total

List of Figures 5 Reporting for Contact Center – Reports Explained List of Figures Figure 1: Example report header ...

Reports Explained NN40040-601 50 Agent Audit by Agent Figure 23: Agent Audit by Agent shows an example Agent Audit by Agent report. Figure 23: Agent

Reports Explained 51 Reporting for Contact Center – Reports Explained If the Agent is a multi-Skillset Agent, all of their activities will be include

Reports Explained NN40040-601 52 Time of Day Activity start time. Formula N/A Agent Activity The activity type, for example, Login Time, Incoming Call

Reports Explained 53 Reporting for Contact Center – Reports Explained Agent Audit by Agent (Legacy) Figure 24: Agent Audit by Agent (Legacy) shows an

Reports Explained NN40040-601 54 Note: This report is intended to provide a highly detailed picture of an Agent’s activities, and is intended to be

Reports Explained 55 Reporting for Contact Center – Reports Explained Agent Name Name of the Agent. Formula N/A Date Activity start date. Formula N/A

Reports Explained NN40040-601 56 Agent Average by Agent Figure 25: Agent Average by Agent shows an example Agent Average by Agent report. Figure 25

Reports Explained 57 Reporting for Contact Center – Reports Explained This report also displays when an agent has been borrowed into another skillse

Reports Explained NN40040-601 58 (Login) Average Time The average Login session time for an Agent. Formula (Login) Total Time / (Login) Time (Agent St

Reports Explained 59 Reporting for Contact Center – Reports Explained (Agent State Activity) (Ringing) Average Time The average Ringing time session

6 List of Figures NN40040-601 Figure 54: Unanswered Help Request by Agent...

Reports Explained NN40040-601 60 (Agent State Activity) (Not Ready) Average Time The average Not Ready session for an Agent. Formula (Not Ready) Total

Reports Explained 61 Reporting for Contact Center – Reports Explained (Agent Call Activity) (CC Conf. Transactions Answered by Agent) No. The total n

Reports Explained NN40040-601 62 (Agent Call Activity) (Non CC Conf. Transactions Answered by Agent) Average Time The average time an Agent spent on N

Reports Explained 63 Reporting for Contact Center – Reports Explained Agent Average by Agent (Legacy) Figure 26: Agent Average by Agent (Legacy) show

Reports Explained NN40040-601 64 This report also displays when an agent has been borrowed into another skillset. The term borrowed applies to any si

Reports Explained 65 Reporting for Contact Center – Reports Explained by Agent (Legacy) report displays all Call Transactions for the Agent regardles

Reports Explained NN40040-601 66 (Agent State Activity) (Break Time) No. The instance total for an Agent in the Break Time state. Formula N/A (Agent

Reports Explained 67 Reporting for Contact Center – Reports Explained (Agent Call Activity) (CC Voice Transactions Answered by Agent) No. The total n

Reports Explained NN40040-601 68 originate through the Contact Center but rather the Agent DN was dialed directly. Formula N/A (Agent Call Activity) (

Reports Explained 69 Reporting for Contact Center – Reports Explained

7 Reporting for Contact Center – Reports Explained List of Tables Table 1: Abbreviations for Formula Descriptions...

Reports Explained NN40040-601 70 Agent Capacity by Skillset Figure 27: Agent Capacity by Skillset shows an example of the Agent Capacity by Skillset r

Reports Explained 71 Reporting for Contact Center – Reports Explained Summary This report displays the occasions when there were no logged on agents

Reports Explained NN40040-601 72 Instances Instances are the number of times when all of the agents in the skillset or grouping became busy. Formula N

Reports Explained 73 Reporting for Contact Center – Reports Explained Agent Profile by Agent Figure 28: Agent Profile by Agent shows an example Agent

Reports Explained NN40040-601 74 Agent, Non CC Conference Transactions Answered by Agent and Outgoing Calls, are not specific to a particular skillset

Reports Explained 75 Reporting for Contact Center – Reports Explained Report Fields A description of each of the fields in the report. (Login) No. Th

Reports Explained NN40040-601 76 (Agent State Activity) (Not Available) Total Time The total Not Available time for an Agent. Formula (Not Available)

Reports Explained 77 Reporting for Contact Center – Reports Explained (Agent State Activity) (Break Time) Total Time The total Break Time for an Agen

Reports Explained NN40040-601 78 Formula N/A (Agent Call Activity) (CC Transactions Answered by Agent) Total Time The total time an Agent spent on CC

Reports Explained 79 Reporting for Contact Center – Reports Explained (Agent Call Activity) (Non CC Conf. Transactions Answered by Agent) No. The tot

8 List of Tables NN40040-601

Reports Explained NN40040-601 80 Agent Profile by Agent (Legacy) Figure 29: Agent Profile by Agent (Legacy) shows an example Agent Profile by Agent (L

Reports Explained 81 Reporting for Contact Center – Reports Explained This report also displays when an agent has been borrowed into another skillset

Reports Explained NN40040-601 82 Note: The activities in this report will not add up to the Login time and it is not meant to do this. This is because

Reports Explained 83 Reporting for Contact Center – Reports Explained (Agent State Activity) (Break Time) No. The instance total for an Agent in the

Reports Explained NN40040-601 84 (Agent Call Activity) (CC Voice Transactions Answered by Agent) No. The total number of Voice Contact Center Transact

Reports Explained 85 Reporting for Contact Center – Reports Explained Formula N/A (Agent Call Activity) (Non CC Transactions Answered by Agent) Total

Reports Explained NN40040-601 86 Call Breakdown by Agent Figure 30: Call Breakdown by Agent shows an example Call Breakdown by Agent report. Figure

Reports Explained 87 Reporting for Contact Center – Reports Explained The report demonstrates the total number of transactions answered by an agent a

Reports Explained NN40040-601 88 (CC Transactions Answered by Agent) (MMCC) No. The total number of MMCC Transactions answered by an Agent. Formula N/

Reports Explained 89 Reporting for Contact Center – Reports Explained (Non CC Transactions Answered by Agent) (External) No. The total number of Exte

9 Reporting for Contact Center – Reports Explained How to Use this Guide Introduction This guide is designed to explain reports and the statistics the

Reports Explained NN40040-601 90 Abandoned Calls by Skillset Figure 31: Abandoned Calls by Skillset shows an example of an Abandoned Calls by Skillset

Reports Explained 91 Reporting for Contact Center – Reports Explained Summary For each of the Skillsets included in the report, the total number of a

Reports Explained NN40040-601 92 Logic If a call is a Contact Center call while at the Control DN of the Skillset and the caller hangs up, the call i

Reports Explained 93 Reporting for Contact Center – Reports Explained Abandoned CLID/DNIS An example CLID/DNIS Report is shown in Figure 33: Abandon

Reports Explained NN40040-601 94 The Abandoned CLID/DNIS Report lists information regarding the Abandoned Calls for the Skillsets included within the

Reports Explained 95 Reporting for Contact Center – Reports Explained Key Unique identification number of the Abandoned Call. This can be used in the

Reports Explained NN40040-601 96 Answered Calls by Skillset Figure 34: Answered Calls by Skillset shows an example of the Answered Calls by Skillset r

Reports Explained 97 Reporting for Contact Center – Reports Explained Summary For each of the Skillsets in a report, the total number of answered cal

Reports Explained NN40040-601 98 Figure 35: Answered Calls by Skillset graph In this example, Time Bin increments range between 10 seconds and 1 min

Reports Explained 99 Reporting for Contact Center – Reports Explained Report Fields A description of each of the fields in the report. Presented Call