Avaya Call Center Reporting Bedienungsanleitung Seite 74
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Management Reports 74
Summary Report
The objective of the Summary report is to provide a complete summary of the Call Center
activity and performance during the defined period. The period covered by the report can be
daily, weekly or monthly.
Note that this report only looks at the Call Center Lines. (See the description on Page 59 of the
possible differences between Agent and Line stats).
The report highlights key statistics such as abandoned calls, Grade of Service and call waiting
times. The Last, Peak and Average performance figures are shown for comparison.
The Last figures are the figures of a single previous period. For example, if the Summary Report
is a daily Summary report looking at a Tuesday, the Last figures will be for the previous
Tuesday.
The Average figures are the averages of all previous periods, excluding the period of the current
report. For example, if the Summary Report is a daily Summary report looking at a Tuesday, the
Average figures will be for all previous Tuesdays, excluding the current Tuesday on which the
report was viewed.
The Peak figures are the figures for the previous period which had the highest number of
Incoming Calls.
For example, if the Summary Report is a daily Summary report looking at a Tuesday, the Peak
figures will be for the Tuesday which had the highest recorded count of Incoming Calls.
(The other figures in the Peak Column are the other statistics for that particular period, they are
not necessarily ‘peak’ values in themselves.)
The Exchange Line Utilization figure represents the amount of time that the Lines were in use,
either incoming or outgoing, and both by Call Center Agents and non-Call Center users.
(Note that this only includes Lines which are Configured within Call Center Reporting – Target
Lines, etc., are not added to these totals.)
- Set Up and Operation Guide 1
- Table of contents 2
- How to use this guide 5
- Other documents 6
- System Overview 7
- PC requirements 8
- System Overview 9 9
- Introduction 11
- Installation prerequisites 11
- Configure window tabs 34
- Wallboards 39
- Wallboards 40 40
- Wallboard Assignment 40
- IP Address / Network Name 40
- Wallboard Parameters 42
- Wallboards 43 43
- Creating a Wallboard Message 43
- Wallboards 44 44
- Editing a Wallboard Message 44
- Deleting a Wallboard Message 44
- Sending Wallboard Messages 44
- Wallboards 45 45
- Creating a Wallboard Alarm 45
- Editing a Wallboard Alarm 45
- Wallboards 46 46
- Deleting a Wallboard Alarm 46
- Editing a Wallboard Schedule 46
- 3. Click Yes when prompted 47
- Statistical Settings 49
- Statistical settings 50 50
- Agent Status Alarm 50
- Call Waiting Alarm 50
- Service Target 50
- Real Time Information 51
- Real Time screens 52
- Real Time information 55 55
- Real Time information 58 58
- Management Reports 59
- Accessing Current Reports 60
- Accessing Historical Reports 60
- Management Reports 61 61
- Report Manager window 62
- Viewing Reports 63
- Report Types 64
- Management Reports 65 65
- Management Reports 66 66
- Management Reports 74 74
- Printing reports 75
- Abandoned Caller ID Report 76
- Configuration Report 78
- Print Schedule 79
- Management Reports 80 80
- Management Reports 81 81
- Management Reports 83 83
- Upgrade Process 85
- Report Table 87
- Group Report Table 88
- Agent Report Table 88
- Line Report Table 89
- Detail Agent Report Table 89
- Summary Report Table 90
- Total Report Table 90
- Unused Tables 91
- Glossary of Terms 93
- Glossary of Terms 95 95
- Glossary of Terms 96 96
- Index 97 97
- Index 98 98
- Index 99 99
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