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Telephone System Requirements
Compact Contact Center Installation & Maintenance
40DHB0002USBG Issue 1 (11/14/2001) Telephone System
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Page 30
Group Reporting
When configuring it is important to understand how calls are attributed to
groups on the Call Center View, Wallboards and Report Manager.
IP400 in the Contact Center Environment
Staff Management is a LOCAL issue hence all real time and historic
analysis for teams will require local CCC’s.
Traffic Management is a GLOBAL issue. Therefore in an IP400
configuration calls waiting across an entire network (queued) are displayed
on all Call Center View implementations across IP400.
Call Center View and Wallboard Manager
The Call Center View and Wallboard Manager products report on groups
directly derived from the Database. Agents and Trunks may be reported on
in as many groups as they are members of within the database. It is
important however to understand how statistics for these groups are
derived and it is important for the user of the system to understand these
reporting structures. These are defined below
Call Totals and average durations for Groups are calculated by totalling
the statistics for the members of group. Should an agent or group be a
member of multiple groups, their call totals will appear in multiple groups.
Lost Calls are only attributed to the initial target agent group i.e. Initial ring
group. Lost calls are also attributed to Trunk Lines, and Trunk Groups.
Agent Status Information for a group shows the number of agents or
trunks within a given group, which are in each state.
Agent Statistics for:
Calls Waiting, PCA, GOS, Longest Wait, LWait (Ans), L Wait (Lost),
Overflowed to/From statistics are only incremented for calls which are
directly presented to that agent group. That is they only increment
where the agent group is used for Call routing purposes.
Trunk Statistics for:
Calls waiting and Lost are calculated by totalling the statistics for the
members of the trunk group.
PCA and GOS are calculated for each trunk group after totaling
answered calls (plus lost for GOS) for the members of the trunk group.
LWait (Lost) and LWait (Ans) reflect the longest wait of all those
logged against any member of the trunk group.
Report Manager
The CCC has two concepts for historic reporting that cater for different
views a supervisor may require of their contact center. One type of report
referred to as ‘Target’ reports provides analysis based on where the call
was presented and relates closely to the manner in which the call routing
has been configured. The second type of report, referred to as ‘collective’
reports, is based on arbitrary sets of agents and need not necessarily
correspond to the manner in which switch call routing is programmed.