Avaya Call Center Reporting Bedienungsanleitung Seite 90
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Statistical Database Table Formats 90
Summary Report Table
The Summary table contains group summary statistics for the Summary report.
Field Name Field Type Description
datetime Date/Time beginning of the time period
groupNumber Byte group number this summary belongs to
inCall Long number of incoming calls
noCallAnswer Long number of calls answered
noCallABT Long number of calls answered after threshold
noOutgoingCall Long number of outgoing calls
noAbandonCall Long number of abandoned calls
noNtCall Long number of night calls (Out Mode)
noOverflow Long number of overflow calls
totalTimeAllLineBusy Long total duration when all the lines in the group were in use
totalHoldTime Long total duration when an agent was in hold state (not used)
totalInTime Long total duration when an agent was in incoming talk state
totalAbandonTime Long total duration of customer waiting time before abandon
Total Report Table
The Total table is contains group total and peak statistics for the Summary Report.
Field Name Field Type Description
datetime
Date/Time beginning of the time period
groupNumber
Integer group number the total value belongs to
type
Integer 0 = total for the time period, 1 = cumulative total, 2 = peak,
weekDay
Byte day of week ( 1 = Sunday, 2 = Monday, … etc. )
numDays Long number of days the total values were accumulated for
inCall Long number of incoming calls
outCall Long number of outgoing calls
answer Long number of answered calls
answerAfterThres Long number of answered calls after threshold
abandon Long number of abandon calls
night Long number of night calls (Out Mode)
noOverflow Long number of overflow calls
answerTime Long total wait time before answer
abandonTime Long total wait time before abandon
inCallDuration Long total incoming call talk time
outCallDuration Long total outgoing call talk time
- 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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