Altigen MAXCS 7.0 Update 1 AltiReport Manual do Utilizador

AltiReport™ManualMAX Communication ServerRelease 7.0 Update 1April 2014

6 AltiReport ManualThe administrative main menu includes the following functions:Figure 2. AltiReport administrator menu optionsAdministrator Profile

96 AltiReport Manual2317 - Daily Longest Queue TimeDescription: Reports the longest queue time, in minutes (and hours), for workgroup calls, in a line

Chapter 3: The ReportsAltiReport Manual 972318 - Daily Real Time Service LevelDescription: Reports the daily lowest real time service level for a wo

98 AltiReport Manual2319 - Historical Service Level Summary ReportDescription: Gives a summary of calls that did not meet the service level, breaking

Chapter 3: The ReportsAltiReport Manual 99• Overflowed/Redirected Calls• # of Calls—Number of overflowed/redirected calls with queue time > servi

100 AltiReport ManualDNIS ReportsThis section describes DNIS reports.3101 - DNIS Call Detail ReportDescription: Reports call detail information for th

Chapter 3: The ReportsAltiReport Manual 101• Within SLT—Was answering time within the service level threshold, Yes or No? (The Service Level Thresho

102 AltiReport Manual3201 - DNIS Call SummaryDescription: Reports call summary information for the specified DNIS number.Search Options1. Select one o

Chapter 3: The ReportsAltiReport Manual 103• Hold Time—Total time that answered calls spent on hold• Avg Hold—Average hold time per call (Hold Time/

104 AltiReport Manual

AltiReport Manual 105IndexNumerics1101 - Agent Activity Event 251102 - Agent Call Detail Report 271201 - Agent Performance Summa-ry 291202 - WG Calls

Chapter 2: Using AltiReportAltiReport Manual 7CDR Database RegistrationFigure 4. CDR Database Registration > List All DatabasesIn order for Alti

AltiReport Manual 106HHistorical Service Level Summary Report 98Iinstallation 2JJava Runtime Environment, re-quirement 1Llimiting user’s access 10log

8 AltiReport ManualTo edit or remove an existing CDR Database, use the Edit or Remove link in the Action column.AltiWare (MAXCS) RegistrationFigure 6.

Chapter 2: Using AltiReportAltiReport Manual 9User ManagementFigure 8. User Management > List All UsersThe administrator can add users to AltiRe

10 AltiReport ManualIn the AltiWare Assigned field, check at least one AltiWare (MAXCS) system that the user will be able to access for AltiReport. To

Chapter 2: Using AltiReportAltiReport Manual 11To add a mail server, click the Edit button in the Mail Server Configuration windowFigure 11. Mail S

12 AltiReport ManualNote: When using an encrypted email server, for authentication purposes the Sender Email Address entry must be the same as the SMT

Chapter 2: Using AltiReportAltiReport Manual 13When you click Backup, a File Download dialog box opens. Either open the AltiReport backup file (Alti

14 AltiReport ManualLog ConfigurationThe Download Log File button in the Log Configuration window allows you to download the AltiReport log file. Figu

Chapter 2: Using AltiReportAltiReport Manual 15Note: When you add reports to the Favorite Reports List, the List All Favorite Reports window becomes

WARNING! Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently

16 AltiReport ManualIn the dialog box that appears, select the query preference you want, and click Set. You can also select the default AltiWare (MAX

Chapter 2: Using AltiReportAltiReport Manual 172204 - Agent Call/Time Contribution % Comparison2205 - Inbound/Outbound Call Summary with % Analysis2

18 AltiReport ManualFigure 19. Report results in HTML formatFigure 20. Report results in PDF formatFigure 21. Report results in Microsoft Excel Run

Chapter 2: Using AltiReportAltiReport Manual 191. From a Report drop-down list, move the cursor to the report menu you want (Agent, Workgroup or DNI

20 AltiReport Manual Figure 23. Set report parameters5. Click the Run Report button.After a report is created, the following screen appears, where yo

Chapter 2: Using AltiReportAltiReport Manual 21Setting Parameters in the Export Report ScreenThe Export Report screen shows the total page count for

22 AltiReport ManualScheduling Favorite ReportsTo schedule a favorite report to run automatically, check the Enable auto schedule check box in the Add

Chapter 2: Using AltiReportAltiReport Manual 23Running a Favorite Report ManuallyYou can run a favorite report directly from the List all favorite r

24 AltiReport ManualFigure 29. Web Print windowThe Web Print feature will automatically adjust paper print size, layout and orientation. You can manu

Chapter 3: The ReportsAltiReport Manual 25CHAPTER3The ReportsThis chapter describes each report. The chapter is divided into three sections:• Agent

AltiReport Manual iContents CHAPTER 1Installation and Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Requirements . .

26 AltiReport Manual6. Select the export format (HTML, PDF, Excel) and whether to separate the report results into several files and/or export only sp

Chapter 3: The ReportsAltiReport Manual 271102 - Agent Call Detail ReportDescription: Displays the CDR records for an agent’s inbound and outbound c

28 AltiReport Manual• Duration in Different Call States—Displays how long the call spent in different call states:• AA/IVR—Listening to and making a s

Chapter 3: The ReportsAltiReport Manual 291201 - Agent Performance SummaryDescription: Displays a summary of an agent’s performance for the reportin

30 AltiReport Manual• Not-Ready—Time in Not-Ready state• DND/FWD—Time the agent’s phone was set to DND or FWD• Error—The amount of time the agent’s ph

Chapter 3: The ReportsAltiReport Manual 311202 - WG Calls and Direct Call Activity Summary ReportDescription: Displays a summary of an agent’s workg

32 AltiReport Manual• All agents’ calls are then broken out into categories: All WGs Inbound, All WGs Outbound, Direct Inbound, Direct Outbound. “All

Chapter 3: The ReportsAltiReport Manual 331203 - Agent State Summary ReportDescription: Displays summary statistics for agent states for the reporti

34 AltiReport Manual• Not-Ready—Time the agent was not ready to take workgroup calls (applies to all workgroups the agent is logged into)• DND/FWD—Tim

Chapter 3: The ReportsAltiReport Manual 351204 - Agent WG Inbound Calls Summary ReportDescription: Reports an agent’s inbound workgroup calls for th

ii AltiReport Manual 2202 - Workgroup Agent(s) Performance Summary. . . . . . . . . . . . . . . . . . 512203 - Workgroup Agent Call Activity Sum

36 AltiReport Manual• Hold• Calls—Number of calls put on hold• Total—Total time all calls spent on hold• Avg—Average time per call spent on hold (Tota

Chapter 3: The ReportsAltiReport Manual 371205 - Agent WG Outbound Calls Summary ReportDescription: Reports summary statistics for an agent’s outbou

38 AltiReport Manual• Avg—Average hold time per call that was put on hold (Total/Calls)• Wrap-Up—Displays wrap-up statistics:• Calls—Number of calls r

Chapter 3: The ReportsAltiReport Manual 391206 - Agent Direct Calls Summary ReportDescription: Displays summary statistics for an agent’s direct inb

40 AltiReport Manual• Calls—Total number of direct inbound calls that were put on hold• Talk—Total hold time on those direct inbound calls • Avg—Avera

Chapter 3: The ReportsAltiReport Manual 411301 - Agent Call Volume AnalysisDescription: Reports an agent’s call volume for the reporting period. Sho

42 AltiReport Manual• All WG(s) Inbound Calls—Number of inbound workgroup calls answered• All WG(s) Outbound Calls—Number of outbound workgroup calls

Chapter 3: The ReportsAltiReport Manual 431302 - Agent Average WG Call Handling Time AnalysisDescription: Reports an agent’s average workgroup call

44 AltiReport ManualData Source All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2.

Chapter 3: The ReportsAltiReport Manual 451303 - Agent % Contribution to each WG (Inbound/Outbound)Description: Graphs the percentage of workgroup c

Chapter 1: Installation and AccessAltiReport Manual 1CHAPTER1Installation and AccessCall detail records (CDR) are an important source of information

46 AltiReport Manual1304 - Agent WG Call Answering Time DistributionDescription: Shows how many calls an agent answered within the specified increment

Chapter 3: The ReportsAltiReport Manual 47Graph Labels:• Inbound Calls (Distribution)—Shows how long it took the agent to answer workgroup calls, br

48 AltiReport ManualWorkgroup ReportsThis section describes Workgroup reports.2101 - Workgroup Call Detail ReportDescription: Reports call details for

Chapter 3: The ReportsAltiReport Manual 49• Start Time—Time the call started• End Time—Time the call ended• Caller—Available information about the c

50 AltiReport Manual2201 - Workgroup Agent(s) StateDescription: Reports the state for specified workgroup agent(s).Report Options1. Select a workgroup

Chapter 3: The ReportsAltiReport Manual 512202 - Workgroup Agent(s) Performance SummaryDescription: Displays a performance summary of the specified

52 AltiReport Manual• DND/FWD—Amount of time the agent’s phone was set to DND or FWD• Error—Amount of time the agent’s phone was in error state.Data S

Chapter 3: The ReportsAltiReport Manual 532203 - Workgroup Agent Call Activity Summary with % AnalysisDescription: Reports call activity for the spe

54 AltiReport Manual• Avg—Average talk time per call (Talk/Calls)• Agent calls are then broken out into categories: Workgroup Inbound, Workgroup Outbo

Chapter 3: The ReportsAltiReport Manual 552204 - Workgroup Agent Call/Time Contribution % ComparisonDescription: Reports all calls, including inboun

2 AltiReport ManualThere is no particular requirement for a client machine, except that it needs to have a suitable Web browser installed (Microsoft I

56 AltiReport Manual• %—Percentage that number is of the total workgroup calls for the specified time period ([All Calls] Calls/<Sub Total of Calls

Chapter 3: The ReportsAltiReport Manual 572205 - Workgroup Inbound/Outbound Call Summary with % AnalysisDescription: Reports all inbound (answered/a

58 AltiReport Manual• Abandoned• Calls—The number of calls abandoned in that workgroup in the specified time period• %—Percentage that number is of th

Chapter 3: The ReportsAltiReport Manual 592206 - Workgroup Inbound Calls Wait Time SummaryDescription: Reports the wait time for total inbound calls

60 AltiReport Manual• Hang up in Queue—The number of calllers who hung up while in queue• Hang up in Ring—The number of callers who hung up when the p

Chapter 3: The ReportsAltiReport Manual 612207 - Workgroup Inbound Call Handling SummaryDescription: Reports call handling for all inbound calls, in

62 AltiReport ManualReport Fields• Start Time—Start date for the report• Workgroup—Workgroup’s extension number• Total # of Calls—Total inbound calls

Chapter 3: The ReportsAltiReport Manual 632208 - Workgroup Outbound Call Handling SummaryDescription: Reports call handling information for connecte

64 AltiReport ManualData Source All data from the table WGSUMMARY.

Chapter 3: The ReportsAltiReport Manual 652209 - Workgroup Service Level Summary ReportDescription: Gives a summary of calls that did not meet the s

Chapter 1: Installation and AccessAltiReport Manual 32. If you don’t have JRE 1.6 installed, install it from the AltiReport\JRE\ Windows folder.3. I

66 AltiReport Manual• % of Calls—Percentage that number is of the total number of inbound calls ([Abandoned] # of Calls/Inbound)• Overflowed/Redirecte

Chapter 3: The ReportsAltiReport Manual 672301 - Workgroup Inbound Answered Calls Wait TimeDescription: Reports the wait time (queue time + ring tim

68 AltiReport ManualThe data is also reported in two graphs:Figure 24. The top graph shows the number and percentage of calls answered within the spe

Chapter 3: The ReportsAltiReport Manual 692302 - Workgroup Inbound Abandoned Calls Wait TimeDescription: Reports total abandoned calls and abandoned

70 AltiReport ManualThe data is also displayed in two graphs:Figure 26. The top graph shows the number and percentage of calls abandoned within the s

Chapter 3: The ReportsAltiReport Manual 712303 - Workgroup Inbound Overflowed/Redirected Calls Wait TimeDescription: Reports inbound overflowed/redi

72 AltiReport ManualThe data is also displayed in two graphs:Figure 28. The top graph shows the number and percentage of calls that waited for the sp

Chapter 3: The ReportsAltiReport Manual 732304 - Workgroup Inbound Calls Handling Time Description: Reports inbound calls handling-time data for the

74 AltiReport Manual2305 - Workgroup Outbound Call Handling TimeDescription: Reports outbound call handling for all workgroup-connected calls for the

Chapter 3: The ReportsAltiReport Manual 75The data is also reported in two graphs:Figure 31. The first graph shows the number and percentage of out

4 AltiReport ManualThe User Name and Password are for Tomcat administration.8. In the Java Virtual Machine path dialog box, select the path of a J2SE

76 AltiReport Manual2306 - Workgroup Inbound Call PriorityDescription: Reports inbound call statistics, sorted by call priority, for the specified wor

Chapter 3: The ReportsAltiReport Manual 77The data is also reported in two graphs:Figure 33. The top graph shows the number of incoming calls by pr

78 AltiReport Manual2307 - Workgroup Cumulative Inbound/Outbound CallsDescription: Reports total inbound and outbound call statistics for the specifie

Chapter 3: The ReportsAltiReport Manual 79• %—Percentage that number is of the total number of inbound calls ([Abandoned] Calls/[Inbound Calls] Tota

80 AltiReport Manual2308 - Workgroup Cumulative Inbound Calls Wait TimeDescription: Reports cumulative call waiting time for all inbound calls for the

Chapter 3: The ReportsAltiReport Manual 81• Wait Time—Total wait time for those abandoned calls• Avg WT—Average wait time per call ([Abandoned] Wait

82 AltiReport Manual2309 - Workgroup Cumulative Inbound Calls AnalysisDescription: Reports inbound calls handling statistics for the specified workgro

Chapter 3: The ReportsAltiReport Manual 83• Abandoned Calls: • # of Calls—Number of inbound calls that were abandoned by the caller• %—Percentage th

84 AltiReport Manual2310 - Cumulative Outbound Calls HandlingDescription: Reports statistics for outbound calls handled by the specified workgroup. Re

Chapter 3: The ReportsAltiReport Manual 85Figure 41. The top graph shows number of calls per selected time period. The bottom graph shows average t

Chapter 2: Using AltiReportAltiReport Manual 5CHAPTER2Using AltiReportWhen logging into AltiReport, you can log in as an Admin role to access AltiRe

86 AltiReport Manual2311 - Total and % Inbound Calls ANS/ABN/OFLDescription: Reports the total number and percent of inbound calls that were answered,

Chapter 3: The ReportsAltiReport Manual 87• % of Calls—Percentage that number is of the total number of inbound calls ([Overflowed/Redirected Calls]

88 AltiReport Manual2312 - Total & % WG Inbound Calls in QueueDescription: Reports totals and percentages for workgroup inbound calls in queue. Re

Chapter 3: The ReportsAltiReport Manual 89Figure 45. The top graph shows the number of incoming calls that spent time in queue and those that did n

90 AltiReport Manual2313 - Average Call Handling TimeDescription: Reports average call handling time, including total talk time, average talk time, an

Chapter 3: The ReportsAltiReport Manual 91Figure 47. A line graph shows average talk time and average handling time for the reporting period, by ho

92 AltiReport Manual2314 - Total Outbound CallsDescription: Reports total outbound calls for the specified workgroup. Reports results in table format

Chapter 3: The ReportsAltiReport Manual 932315 - Total Outbound Calls Handling TimeDescription: Reports the total/average talk time and total/averag

94 AltiReport ManualFigure 50. A line graph shows average talk time and average handling time.Data Source All data from the table WGSUMMARY

Chapter 3: The ReportsAltiReport Manual 952316 - Daily Max Number of Calls in QueueDescription: Reports the daily maximum number of workgroup calls