Avaya IPO R9 PWR USER 5 TRIAL PLDS LIC 273970 Manuel D’Utilisation
Codes de produits
273970
Product Description
IP Office 9.0
IP Office 9.0
© 2014 AVAYA All rights reserved.
Page 411
Issue 27.02.0 (Monday, January 06, 2014)
3.
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* For Answered Calls, Lost Calls, No Answer, Talk Inbound, Talk Inbound Average,
Talk Total, Talk Average, and Presented Calls queue calls that overflowed to a queue are
included in agent statistics but not in queue statistics.
included in agent statistics but not in queue statistics.
4. This documentation uses the full name for IP Office Customer Call Reporter statistics and states.
However, for the display in browser screens, the IP Office Customer Call Reporter can use
abbreviated names. The statistics however remain the same.
abbreviated names. The statistics however remain the same.
Historical Reporting
The IP Office Customer Call Reporter reporting package has been simplified to enable the user to easily
retrieve the reporting information they need from one of seven standard drag and drop report templates. The
IP Office Customer Call Reporter offers "cradle to grave" reporting for businesses that want to track specifically
how a call was routed through their business. The historical reporting is accessed via the Supervisor login.
retrieve the reporting information they need from one of seven standard drag and drop report templates. The
IP Office Customer Call Reporter offers "cradle to grave" reporting for businesses that want to track specifically
how a call was routed through their business. The historical reporting is accessed via the Supervisor login.
IP Office Customer Call Reporter Report Templates
The following main report templates are available with IP Office Customer Call Reporter:
·
Agent Summary Report
This report type details the call activity for agents in a queue or for specific agents.
This report type details the call activity for agents in a queue or for specific agents.
·
Call Details Report
The Call Details Report contains details of the total number of calls, internal calls (optional), external
outbound calls and the total number of external inbound calls.
The Call Details Report contains details of the total number of calls, internal calls (optional), external
outbound calls and the total number of external inbound calls.
·
Call Summary Report
The Call Summary Report contains details of the total calls presented and answered; the average
speed to answer in percentage and average speed to answer time, the number of calls overflowed
and lost, the average abandon time as well as the grade of service.
The Call Summary Report contains details of the total calls presented and answered; the average
speed to answer in percentage and average speed to answer time, the number of calls overflowed
and lost, the average abandon time as well as the grade of service.
·
Trace Reports
The Trace Report lists in chronological order all the events, date and time stamped that involved the
user selected.
The Trace Report lists in chronological order all the events, date and time stamped that involved the
user selected.
·
Alarm Reports
Alarm reports can be created for the Supervisor Views. All the alarms for the selected subject are
listed over a user specified time period. Totals are included that show the number of warning and
critical alarms received for each unique alarm type included in the report.
Alarm reports can be created for the Supervisor Views. All the alarms for the selected subject are
listed over a user specified time period. Totals are included that show the number of warning and
critical alarms received for each unique alarm type included in the report.
·
Voicemail Reports
The report shows the following information; Total calls answered by the Auto-Attendant (Voicemail
Pro), total calls abandoned (lost) in Auto-Attendant, and a table of unique call flow trigger names with
a tally of the number of times the trigger has been received (e.g. who pressed 1 for sales in the Auto-
Attendant).
The report shows the following information; Total calls answered by the Auto-Attendant (Voicemail
Pro), total calls abandoned (lost) in Auto-Attendant, and a table of unique call flow trigger names with
a tally of the number of times the trigger has been received (e.g. who pressed 1 for sales in the Auto-
Attendant).
·
Agent Time Card Report
This report summarizes agent performance including time logged in, talk time, time in various states,
calls made and answered and agent performance. The report does not include internal calls.
This report summarizes agent performance including time logged in, talk time, time in various states,
calls made and answered and agent performance. The report does not include internal calls.
Creating an IP Office Customer Call Reporter Report
From the seven basic report templates within IP Office Customer Call Reporter, a user can create over 100
different reports depending upon how they want to see the information that is most useful for their business.
All standard report templates have common fields that can be completed to create a report. And when
entering details in a field a wildcard ’*’ can be used to represent everything. The common fields are listed
below:
different reports depending upon how they want to see the information that is most useful for their business.
All standard report templates have common fields that can be completed to create a report. And when
entering details in a field a wildcard ’*’ can be used to represent everything. The common fields are listed
below:
·
Report Name
The text entered is used as the main title of the report. If the report is saved this is the saved name
of the report.
The text entered is used as the main title of the report. If the report is saved this is the saved name
of the report.
·
Subject
This is the main subject of the report. The drop down list offers a list of report subjects that are
pertinent to the report i.e. Hunt Group, Agent, DDI etc.
This is the main subject of the report. The drop down list offers a list of report subjects that are
pertinent to the report i.e. Hunt Group, Agent, DDI etc.
·
Filter
The filter is used to refine the data and again offers filters that are pertinent to the report i.e. All,
Answered, Lost, etc.
The filter is used to refine the data and again offers filters that are pertinent to the report i.e. All,
Answered, Lost, etc.
·
Exclude Internal
When selected, internal calls are excluded from the report.
When selected, internal calls are excluded from the report.
·
Working Hours
The start and finish time of the working day can be specified using the spin controls.
The start and finish time of the working day can be specified using the spin controls.