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Symposium Express Call Center

Working with reports

Standard 2.0

Creating user-defined reports

Introduction

Symposium Express Call Center provides a number of standard reports. You
cannot schedule or modify these reports. However, you can use them as
templates for customized (user-defined) reports.

To create a user-defined report

1

In the Administration window, from the Reports and Displays drop-down
menu, choose Reports.

Result:

The Reports window appears.

2

Select the report you want to use as a template.

ATTENTION

If you output a report to a file, the resulting export file can be
very large—depending on the export format selected and the
size of the time range.

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Summary of Contents for Express Call Center

Page 1: ...Nortel Symposium Express Call Center Reports and Displays Guide Product release 4 2 Standard 2 0 March 2005 297 2183 515 ...

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Page 3: ...tel Networks prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach Nortel Nortel logo the Globemark and This is the Way This is Nortel design mark CallPilot DMS DMS 100 DMS 250 DMS MTX...

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Page 5: ... This is the Standard 2 0 version of the Nortel Symposium Express Call Center Reports and Displays Guide for Release 4 2 April 2003 This is the Standard 1 0 version of the Nortel Networks Symposium Express Call Center Reports and Displays Guide for Release 4 2 ...

Page 6: ...vi Symposium Express Call Center Publication history Standard 2 0 ...

Page 7: ...ing user created reports 41 Overview of user created reports 42 Running the Database View Definitions report 44 Defining a connection to the server 45 Creating a new report in Crystal Reports 54 Using database aliases in Crystal Reports 62 Creating a new report in another application 64 Importing a report created in Crystal Reports 66 Adding customized formulas in Crystal Reports 69 Section C Mana...

Page 8: ...ewing real time displays 121 5 Standard reports 125 Overview 126 Section A Activity code reports 133 Overview 134 Activity Code By Agent 137 Activity Code By Application 140 Not Ready Reason Codes By Agent 143 Section B Agent reports 147 Agent Average Calls per Hour 148 Agent Average Calls per Hour Bottom 5 151 Agent Average Calls per Hour Top 5 152 Agent By Activity Code 153 Agent By Application ...

Page 9: ...tion report 230 Activity Code Properties 235 Agent By Supervisor Properties 237 Agent Properties 239 Agent Skillset Properties 243 Application Script Properties 246 Application Template Properties 248 CDN Properties 250 Database View Definitions 253 DNIS Properties 256 Formula Properties 259 Historical and Real Time Statistics Properties 261 IVR Queue and Port Properties 266 Logged In Agent Positi...

Page 10: ...set Performance 340 A Real time displays 343 Overview 344 Agent real time display 345 Call center summary real time display 347 Skillset real time display 348 B Data dictionary 351 Overview 352 Section A Summarized historical statistics 357 Overview of summarized historical statistics 358 Types of views 360 Linking views 363 Types of calls 368 ActivityCodeStat views 371 AgentByApplicationStat view...

Page 11: ...dTemplate view 499 CDN view 501 CodeToMessage view 503 DNIS view 504 DNISThresholdTemplate view 506 Formula view 507 HistoricalStatCollection view 509 HistoricalStatDuration view 513 HistoricalStatStorage view 515 IVRPort view 517 IVRQueue view 519 IVRThresholdTemplate view 521 PhonesetDisplay view 523 RealTimeColumn view 524 RealTimeStatCollection view 526 RealTimeTemplate view 529 Route view 531...

Page 12: ...gnment view 564 SwitchPort view 567 UserTemplate view 569 UserThresholdTemplate view 571 Views view 573 C Agent state tracking 575 Overview 576 Pegging of agent state 577 Real time status 581 D Entity relationship diagrams 585 Overview of entity relationships 586 IDEF1X notation conventions 587 Statistics entity relationships 593 Symposium database entity relationships 601 Glossary 605 Index 617 ...

Page 13: ...Reports and Displays Guide 13 C h a p t e r 1 Getting started In this chapter Introduction 14 Overview of reports and displays 16 Skills you need 17 Logging on to the system 19 ...

Page 14: ... reports and a data dictionary that you can use to create your own custom reports Who should read this guide This guide is for Symposium Express Call Center administrators who are responsible for creating and managing reports and using reports and displays Assumptions This guide assumes that Symposium Express Call Center has been correctly installed and is operational If the application has not be...

Page 15: ...atures described in this guide are optional To determine which features you have access to Nortel supplies a special code called a keycode which you use when you install the Symposium Express Call Center software Fields and commands for features that you did not purchase are not available ...

Page 16: ...rystal Reports or any other standard report writer that conforms to the industry standards of ODBC and SQL You can output reports to a printer or to a file for export to another application Displays Symposium Express Call Center also offers a set of real time displays that you can use to monitor the current status of the call center You can configure different threshold levels and colors for these...

Page 17: ...ledge understanding of Symposium Express Call Center understanding of call center concepts knowledge of your call center information requirements Skills you need to create customized reports If you are unsatisfied with the layout and content of the standard reports you can change the arrangement of the fields or remove fields and add new ones To do so you need the skills listed in the preceding se...

Page 18: ...need the skills listed in the preceding section plus familiarity with the following standards and concepts Open Database Connectivity ODBC Structured Query Language SQL the ability to write SQL queries and select statements to repair restore and manipulate SQL databases and to create and debug complex reports To create applications that manipulate SQL databases or generate reports you need to know...

Page 19: ...gured by your distributor You know the user ID and password required to log on to the system If you do not know this information contact your distributor A desktop shortcut has been set up to allow you to access your application quickly For more information see the Nortel Symposium Express Call Center Call Center Management Guide To log on to the system 1 Double click the Symposium Express Call Ce...

Page 20: ...our Nortel representative If you are a supervisor enter the user ID and password assigned by your customer administrator If you do not know this information contact your Nortel representative or your distributor 3 Click OK Result The Administration window appears Note If a connection cannot be made then an error message appears stating that a server connection cannot be established ...

Page 21: ... r 2 Working with reports In this chapter Overview 22 Where reports are stored 25 Export formats 26 Section A Creating user defined reports 29 Section B Creating user created reports 41 Section C Managing reports 71 Section D Using reports 89 ...

Page 22: ... summer sale traditionally brings higher call volumes detailed reports can help the center prepare for future sales Similarly tracking seasonal business trends makes it easier to manage staffing requirements from one year to the next You can use predefined standard reports or create your own customized reports Types of reports Symposium Express Call Center supports three types of reports Standard ...

Page 23: ... information Types of standard reports Two types of standard reports are available historical reports and the configuration report Historical reports Historical reports provide information about the past performance of the call center These reports are organized according to the type of statistics they contain Most historical reports are available in the following collection frequencies interval 1...

Page 24: ...ee Appendix B Data dictionary Storage duration The following table indicates how long each type of statistic is stored on the server Naming CDNs Symposium Express Call Center automatically creates and names an application for each CDN configured on your system You can generate reports for each application The name that Symposium Express Call Center assigns to the application appears in the applica...

Page 25: ...s to the report If another user logs on to Symposium Express Call Center on the PC on which the report is stored he or she cannot see the report in the Reports window Note If multiple users log on to the same client PC they must assign unique names to any reports they created For example if one user creates a report named Daily Agent Report the other users cannot create a report with the same name...

Page 26: ...tted or formatted to look like the original report Microsoft Word ODBC Record style columns of values with or without spaces Report Definition Rich Text Format RTF Tab separated text Text XML Scheduled exporting formats Scheduled reports can be exported in the following formats Adobe Portable Document Format PDF Comma Separated Values CSV Crystal Reports RPT Data Interchange Format DIF HTML 3 2 HT...

Page 27: ...Reports and Displays Guide 27 March 2005 Working with reports Record style Rich Text Format RTF Tab separated text Text XML ...

Page 28: ...28 Symposium Express Call Center Working with reports Standard 2 0 ...

Page 29: ...Reports and Displays Guide 29 March 2005 Working with reports Section A Creating user defined reports In this section Overview of user defined reports 30 Creating user defined reports 32 ...

Page 30: ...define a schedule before you can define a data collection period or set the output options 3 If you schedule a report then ensure that the Report Listener is running on the client PC at the scheduled time and that a default printer has been configured on the PC If the Report Listener is not running on the client PC on which the schedule was defined then the report will not be generated If a defaul...

Page 31: ...C on which the report is stored he or she will not see the report in the Reports window User defined reports and server When you save a user defined report the name of the server is stored with it The report is available only when you log on to the server on which you created it If you have two servers and you create a report on one server that report will not appear in the Reports window when you...

Page 32: ... you can use them as templates for customized user defined reports To create a user defined report 1 In the Administration window from the Reports and Displays drop down menu choose Reports Result The Reports window appears 2 Select the report you want to use as a template ATTENTION If you output a report to a file the resulting export file can be very large depending on the export format selected...

Page 33: ...he name of the report as it will appear in the Reports window and in the report title Comments Optional Additional information about the report Company Name The name of the company as it will appear in the top left corner of the report 5 Go to the following procedure To define the selection criteria You can limit the entities included in the report For example in an Agent Performance report you ca...

Page 34: ... in Chapter 5 Standard reports for a list of filters b If you select multiple filters only entities that satisfy all filter criteria appear in the report For example you may choose to filter on five agents and three skillsets If one of the selected agents has not taken calls for any of the specified skillsets that agent is not included in the report 3 Click Update List to refresh the Available lis...

Page 35: ...elected day when you want to generate your report For example you can start generating the report after 12 01 a m End For reports generated at intervals specified in the Interval box The time you want report generation to end For example you can generate a report at one hour intervals starting at 8 00 a m and ending at 5 00 p m Enter 5 00 p m in this box Interval The frequency in 15 minute increme...

Page 36: ...b finishes printing 3 Go to the following procedure To define the data collection period Note You must define a schedule before you can define a data range 1 Click the Data Range tab Result The Data Range property page appears 2 Enter information into the following boxes Collection Frequency How often the data is collected Start date and time The date and time relative to the date and time that th...

Page 37: ...rty page show the data collection period if the report is scheduled to run immediately Interval Filtering The start time and end time when you want the intervals of data collection to occur Note This is only enabled if you choose Interval as the Collection Frequency 3 Go to the following procedure To define output options You can specify whether the report is sent to a printer or to a file Note Yo...

Page 38: ... the Printer box choose the printer to which you want to print the report 5 In the Paper size box choose the paper size you want to use for the report Then go to step 11 6 Select Export report to the following format 7 In the Export report to the following format list box select the export file format you want to use IF you want to THEN print the report on a printer go to step 3 export the report ...

Page 39: ...se the character you want to use to separate boxes in the report file 9 In the Specify full path and file name box specify the location in which you want to save the export file and the file name 10 Select Overwrite previously saved files or Save file under different name each time 11 Click OK 12 To return to the Administration window choose File Close ...

Page 40: ...40 Symposium Express Call Center Working with reports Standard 2 0 ...

Page 41: ...eated reports 42 Running the Database View Definitions report 44 Defining a connection to the server 45 Creating a new report in Crystal Reports 54 Using database aliases in Crystal Reports 62 Creating a new report in another application 64 Importing a report created in Crystal Reports 66 Adding customized formulas in Crystal Reports 69 ...

Page 42: ...eate a new report 4 Optional Create database aliases for database views if you are using Crystal Reports 5 Import a user created report if you are using Crystal Reports When you import a report it is added to the Reports window You can schedule imported reports and modify their data range and output options Database views A database view is a logical representation of part of the database and the ...

Page 43: ...Reports and Displays Guide 43 March 2005 Working with reports Note SQL does not support signed integers Therefore call IDs and node IDs can appear negative in the database views ...

Page 44: ...s all field names available for use in your report For more information about the report see Database View Definitions on page 253 To run the report 1 In the Administration window from the Reports and Displays drop down menu choose Reports Result The Reports window appears 2 Scroll through the list of reports and double click Database View Definitions Result The print preview window appears 3 Clic...

Page 45: ...BC DSN ODBC and Sybase Open Client are automatically installed and configured when you install the Symposium Express Call Center client If the client is not installed on the PC you must install and configure these applications manually This section provides instructions for you to define a connection to the server define the DNS To define a connection to the server 1 From the Windows Start menu ch...

Page 46: ...46 Symposium Express Call Center Working with reports Standard 2 0 3 Click OK Result The dsedit window appears 4 Choose Server Object Add Result The Input Server Name window appears ...

Page 47: ...rch 2005 Working with reports 5 In the Server Name box type a name for example Symposium_Reports and then click OK Result The dsedit window appears 6 Double click the Server Address Result The Network Address Attribute window appears ...

Page 48: ...andard 2 0 7 Click Add Result The Input Network Address For Protocol window appears 8 In the Network Address box type CLAN IP address of Symposium Express Call Center 5000 9 Click OK Result The CLAN IP address appears on the Network Address Attribute window ...

Page 49: ...ng with reports 10 Click OK Result The dsedit window appears 11 Choose Server Object Ping Server Result The Ping window appears 12 Click Ping Result A message appears indicating that an open connection to the server succeeded Click OK 13 Click Done ...

Page 50: ...ose File Exit To define the DSN 1 From the Windows Start menu choose Settings Control Panel Administrative Tools 2 Double click Data Sources ODBC Note This icon may be in Administrative Tools Result The ODBC Data Source Administrator window appears 3 Click the System DSN tab ...

Page 51: ...March 2005 Working with reports 4 Click Add Result The Create New Data Source window appears 5 Select Sybase ASE ODBC Driver 6 Click Finish Result The ODBC Sybase ASE Setup window appears 7 Enter information into the following boxes ...

Page 52: ...ver you defined in To define a connection to the server on page 45 for example Symposium_Reports Database Name Can leave blank 8 Click Test Connect Result The Logon to Sybase window appears 9 Enter information into the following boxes Login ID The logon ID of the Symposium Express Call Center user Password The password of the Symposium Express Call Center user 10 Click OK Result The system display...

Page 53: ...Reports and Displays Guide 53 March 2005 Working with reports 11 Click OK Result The ODBC Sybase ASE Setup window appears 12 Click OK 13 Click OK to close the ODBC Data Source Administrator ...

Page 54: ...to the database Select views and fields The following procedures provide detailed instructions for performing these steps with the Crystal Reports 9 Report Wizard Before you begin This procedure assumes that you have experience with and training in Crystal Reports To create a new report and connect to the database 1 From the Start menu choose Crystal Reports 9 Result The Crystal Reports Welcome di...

Page 55: ...lays Guide 55 March 2005 Working with reports 2 Select Using the Report Wizard and then click OK Result The Crystal Reports Gallery dialog box appears 3 Select Standard and then click OK Result The Data window appears ...

Page 56: ...56 Symposium Express Call Center Working with reports Standard 2 0 4 Choose Create New Connection ODBC RDO and then click Next Result The Data Source Selection window appears ...

Page 57: ... Select ICCM_PREVIEW_DSN and then click Next Result The Connection Information dialog box appears 6 Enter a user ID and password with access to the server Note If you do not know your user ID and password contact your system administrator 7 For Database select blue ...

Page 58: ...58 Symposium Express Call Center Working with reports Standard 2 0 8 Click Finish Result The Data window appears 9 Click the plus sign beside blue to expand Then expand Views ...

Page 59: ...59 March 2005 Working with reports 10 Select each view to be included in the report and click the right arrow button Then click Next Note Be sure to use views not tables when you create the report Result The Fields window appears ...

Page 60: ...d 2 0 11 Select the fields you want to include in the report and click the right arrow button Then click Next Result The Template window appears 12 Select the template you want to use for the report and then click Finish Result The Crystal Reports window appears ...

Page 61: ...Reports and Displays Guide 61 March 2005 Working with reports 13 Choose Field Field Explorer to display the Field Explorer pane Use this pane to select the fields to be included in the report ...

Page 62: ...u use an alias rather than a view name you can easily change the view used by a report Example You can create a custom daily report If you want an interval report with identical fields you can copy the daily report and change the database alias to point to an interval view To create a database alias 1 From the Crystal Reports window choose Database Database Expert Result The Database Expert dialog...

Page 63: ...Reports and Displays Guide 63 March 2005 Working with reports 2 In the Selected Tables box select the database view for which you want to create an alias 3 Press F2 and then type the new alias ...

Page 64: ...application to create reports Restriction Reports created with this method cannot be imported into the Symposium Express Call Center To define a data source 1 Open the application s ODBC applet Example To create a report in Microsoft Excel open Microsoft Query Choose Data Get External Data Create New Query 2 Define a new data source Example In Microsoft Query choose File New Then select New Data S...

Page 65: ...ox type ICCM_PREVIEW and then press Enter 7 Enter your logon ID and password Note If you do not know your logon ID and password contact your system administrator Result The new data source is defined 8 In the Database box select blue 9 Click OK 10 Save the new data source To create the report To create the report choose the columns to be included in the report Then save the new report ...

Page 66: ... Follow this procedure to import a report that you created in Crystal Reports into Symposium Express Call Center Restriction You cannot import reports created in other applications ATTENTION Do not move the report after you import it If you do move it the server will not be able to find the report and you must import it again ...

Page 67: ...ation window double click Reports Result The Reports window appears 2 Choose File Import User created Report Result The Import a User created Crystal Report dialog box appears 3 In the Specify full path and report name box enter the path to the report that you want to import or click Browse to search for the correct path ...

Page 68: ...tabase open the report in Crystal Reports and choose Database Set Alias c The Time stamp box is not required for a configuration report 5 Select the type of data the report collects Note Symposium Express Call Center does not support call by call reports 6 Click Import Result The report is added to the list in the Reports window 7 To modify the Schedule Data Range and Output Options property pages...

Page 69: ...stal Reports online Help This topic is available from the Help Index Search for Formula Editor To customize a report 1 In Crystal Reports open the report you want to customize 2 In the Field Explorer select Formula Fields company_name the name of the company as defined on the General Report Properties property page report_interval the collection period for the report report_title the title of the ...

Page 70: ... with reports Standard 2 0 3 Click the right mouse button and choose New Result The Formula Name dialog box appears 4 Enter the name of the formula for example report_interval 5 Click OK Result The formula is added to the Formula Fields list ...

Page 71: ...March 2005 Working with reports Section C Managing reports In this section Changing properties of reports 72 Changing the site name 82 Starting the Report Listener 84 Configuring a default printer 86 Other procedures for reports 87 ...

Page 72: ...pany name data range the data collection period for the report output options the printer or file to which the report is to be output You can also change the selection criteria for standard reports Notes 1 You must define a schedule before you can define a data collection period or set the output options 2 If you schedule a report ensure that the Report Listener is running on the client PC at the ...

Page 73: ...u cannot change an active report To deactivate a report see Deactivating reports on page 93 To change report properties 1 In the Administration window from the Reports and Displays drop down menu choose Reports Result The Reports window appears 2 Select the report you want to change ...

Page 74: ...to do IF you want to THEN change the report name comments or company name go to the following procedure change the selection criteria go to To change the selection criteria on page 76 change the report schedule go to To change the report schedule on page 77 change the data collection period go to To change the data range on page 79 change the output options go to To change output options on page 8...

Page 75: ...b Result The General property page appears 2 Make the desired changes to the general properties You can change the following boxes Report Name The name of the report as it will appear in the Reports window and in the report title Collection Frequency For historical reports only The collection period interval daily weekly or monthly save your changes go to step 5 IF you want to THEN ...

Page 76: ... Result The Selection Criteria property page appears 2 In the Selection Filters box select the filter you want to use Notes a The filters available depend on the type of statistics included in the report If you are using a standard report as a template see the report description in Chapter 5 Standard reports for a list of filters b If you select multiple filters only entities that satisfy all filt...

Page 77: ...emove an element select it in the Selected list and then click Remove 6 For the Estimated Revenue by Agent report in the Per Unit box enter the dollar amount to be used to calculate the revenue value for each activity code Note The system multiples this number against the number of occurrences of the activity code 7 Return to step 4 of To change report properties on page 73 To change the report sc...

Page 78: ...fied in the Interval box The time you want report generation to end For example you can generate a report at one hour intervals starting at 8 00 a m and ending at 5 00 p m Enter 5 00 p m in this box Interval The frequency in 15 minute increments with which you want the report generated between the start and end times For the previous example you enter 60 To print daily weekly monthly or annual rep...

Page 79: ... the report is generated when you want data collection to start End date and time The date and time relative to the date and time that the report is generated when you want data collection to end Result The Start date and End date boxes at the bottom of the property page show the data collection period if the report is scheduled to run immediately Interval Filtering The start time and end time whe...

Page 80: ...operty page appears 2 What do you want to do 3 Select Print report with following options 4 In the Printer box choose the printer to which you want to print the report 5 In the Paper size box choose the paper size you want to use for the report Then go to step 12 6 Select Export report to the following format IF you want to THEN print the report on a printer go to step 3 export the report to a fil...

Page 81: ...in the report file 9 In the Specify full path and file name box specify the location in which you want to save the export file and the file name 10 Select Overwrite previously saved files or Save file under different name each time 11 What do you want to do 12 Return to step 4 of To change general properties on page 75 IF you want to THEN overwrite a previously saved file click Overwrite previousl...

Page 82: ...he site name is later changed then User Created and User Defined reports will no longer be available in the Reports Window on the client To see these reports you must change the site name to match the new server To change the site name 1 In the Administration window from the Reports and Displays drop down menu choose Reports Result The Reports window appears ...

Page 83: ...hange Site Name Result The Reports Change Site Name dialog box appears 3 In the Sites box select the site whose name you want to change 4 In the New Name box type the site name you want to use 5 Click Apply 6 Click Close 7 To return to the Administration window choose File Close ...

Page 84: ... use the following procedure to start it The Report Listener may not be on the taskbar if you closed it or if you stop it from running when the client starts To start the Report Listener 1 From the Start menu choose Windows Explorer Result The Exploring window appears 2 Browse to client_path client en bin where client_path is the path in which the Symposium Express Call Center client application i...

Page 85: ...Displays Guide 85 March 2005 Working with reports Viewing the Report Listener The Report Listener application runs minimized on your taskbar To view the Report Listener window double click the Report Listener icon ...

Page 86: ... printer has not been defined then reports will not be output to a printer To configure a default printer 1 From the Start menu choose Settings Printers Result The Printers window appears 2 Select the printer on which you want to print the report 3 Choose File Set as Default ATTENTION If you use a postscript printer use the printer driver provided by the manufacturer Generic and old postscript pri...

Page 87: ... online Help To delete user defined or user created reports If you no longer need a user defined or user created report you can delete it You cannot delete standard reports To delete a report select it and choose File Delete from the Reports window For step by step instructions on deleting reports press F1 to access the online Help ATTENTION If the report is active you must deactivate it before yo...

Page 88: ...88 Symposium Express Call Center Working with reports Standard 2 0 ...

Page 89: ...ch 2005 Working with reports Section D Using reports In this section Overview of using reports 90 Activating reports 91 Deactivating reports 93 Previewing and printing standard and ad hoc reports 94 Printing the configuration report 98 ...

Page 90: ...iew or print them Scheduled report printing prerequisites A scheduled report prints at the scheduled time if the following conditions are met The Report Listener is running on the PC on which the report schedule was created A default printer is configured on the PC on which the report schedule was created Standard historical and configuration reports cannot be scheduled but you can preview or prin...

Page 91: ...rt you must activate or turn on the schedule The report is not generated until the schedule is activated Before you begin Schedule the report See To change the report schedule on page 77 To activate a report 1 In the Administration window from the Reports and Displays drop down menu choose Reports Result The Reports window appears 2 Select the report you want to activate ...

Page 92: ...92 Symposium Express Call Center Working with reports Standard 2 0 3 Choose File Activate 4 To return to the Administration window choose File Close ...

Page 93: ...ay When you deactivate a report schedule the report definition and schedule remain but the report is not generated until you reactivate it To deactivate a report 1 In the Administration window from the Reports and Displays drop down menu choose Reports Result The Reports window appears 2 Select the report you want to deactivate 3 Choose File Deactivate 4 To return to the Administration window choo...

Page 94: ...pport the resulting traffic ATTENTION You cannot print or preview reports if you connect to the server with a PPP link ATTENTION If you use a postscript printer use the printer driver provided by the manufacturer Generic and old postscript printer drivers can result in cropping of letters and other problems ATTENTION The report generation process creates temporary files in the Windows TEMP directo...

Page 95: ...arch 2005 Working with reports To preview or print a report 1 In the Administration window from the Reports and Displays drop down menu choose Reports Result The Reports window appears 2 Select the report you want to preview or print ...

Page 96: ...r monthly The collection periods available depend on the type of report Start date and time The date and time when you want data collection to start End date and time The date and time when you want data collection to end Note The data collection period actually ends one second prior to the specified end time For example to collect data for the period from 4 00 p m to 4 14 59 p m enter a start tim...

Page 97: ...rch 2005 Working with reports 6 What do you want to do IF you want to THEN send the report to a printer a click the Printer icon b set the Print options c click OK d click the Close box return to the Reports window click the Close box ...

Page 98: ...operties route properties IVR queue and port properties For detailed information on this report see Configuration report on page 230 Export file formats You can export files to several industry standard database and document formats including comma character and tab separated value formats Crystal Reports format Rich Text Format RTF and ODBC format Export file destinations You can export files to ...

Page 99: ...rs 4 In the Format box select the file format in which you want to save the report 5 In the Destination box select the location where you want to save the report 6 Click OK Result The program prompts you for the information required to save the file in the selected format and location Respond to the prompts as required 7 Click Close IF you want to THEN print the report on a printer a click the Pri...

Page 100: ...100 Symposium Express Call Center Working with reports Standard 2 0 ...

Page 101: ...Reports and Displays Guide 101 C h a p t e r 3 Frequently asked questions In this chapter Pegging questions 102 General questions 107 Questions about reporting 108 Questions about custom reports 111 ...

Page 102: ...renced and transferred the amount of time spent on ACD calls You can also map each ACD DN to a dummy skillset All calls to that ACD DN that are answered on a phoneset acquired by the server are pegged against the dummy skillset If you do not map an ACD DN calls to that ACD DN are pegged against the Default_ACD_Skillset Why does CallsOffered not equal CallsAnswered plus CallsAbandoned This can occu...

Page 103: ...dently For example the following events occur At the end of this period the agent timers have the following values The total activity time for the agent as calculated below exceeds the agent logon time of 90 seconds WaitingTime DNInCallsTalkTime or DnIntInCallsTalkTime TalkTime 10 80 60 120 seconds 9 00 00 The agent logs on 9 00 10 The agent answers a DN call from an internal number 9 00 20 The ag...

Page 104: ...s the difference between service level threshold for an application and service level threshold for a skillset In the application statistics wait time for calls abandoned and answered is calculated from the time the call is handed off by the Master script to a primary application As a result it includes the time required for the caller to navigate menus and listen to recorded announcements When yo...

Page 105: ...retrieve the agent name What is the reporting impact of having a primary script and skillset with the same name This does not impact pegging However reports are easier to interpret if entities have unique names For example you can add _sk to the end of the skillset names Sales_sk Service_sk and so on Also consider how these skillsets appear on the real time display If you want to see a certain gro...

Page 106: ...nswered by an IVR then that call is pegged as answered in the CDN statistics Why is a call pegged as a routed event although it comes back to the Master script after receiving the route to treatment Although a call maintains its call ID when it comes back to the master script after receiving the route to treatment the Statistical Data Manager does not carry a lot of information about the history o...

Page 107: ...ll force time only for CTI applications with screen pops How are activity codes applied in a 10 minute call when for example the agent enters an activity code after 2 minutes and then another activity code after a further 3 minutes The first activity code is applied from the time the call was answered to the time the second activity code was entered Time into call Agent Activity code applied 0 00 ...

Page 108: ...way time To calculate the agent s busy time subtract the agent s wait time from the staffed time Busy time Staffed time Wait time Why is there a discrepancy between the number of skillset calls answered by an agent on the Agent Performance report and the number of activity codes shown in the Activity by Agent report An agent normally enters several activity codes on one call For example an agent a...

Page 109: ... LAN speed or capacity the protocol Ethernet CSMA CD or Token Ring the traffic on the CLAN at the time of transmission Can we schedule reports to be sent in an e mail The Seagate Info software has a built in scheduling function that allows you to run the report and automatically mail the report to a distribution list If you use this product you do not import the report template into the Symposium ...

Page 110: ...iApplication Stat Which tables are being used interval or month All the report templates are built initially for interval data Daily weekly and monthly tables have the same fields as their interval pairs so the same report templates are used but the report table names are pointed to different database tables A monthly report template table name like iApplication Stat is actually pointed to mApplic...

Page 111: ...ion is to limit the size of the query For example you can use the selection filter to select one day only select Preview Sample and select only the first 100 or 1000 records ATTENTION Do not try to cancel a report query by pressing Ctrl Alt Delete Two problems may result If your application has a connection to the database and it does not close the connection properly the connection is not cleaned...

Page 112: ...112 Symposium Express Call Center Frequently asked questions Standard 2 0 ...

Page 113: ...Reports and Displays Guide 113 C h a p t e r 4 Working with real time displays In this chapter Overview 114 Customizing real time displays 117 Viewing real time displays 121 ...

Page 114: ... all three of these displays open on your desktop at any time For each of these displays you can customize the threshold values For a description of the columns in each of these real time displays refer to Appendix A Real time displays Client sessions Each Symposium Express Call Center can have a maximum of 75 active client sessions Each real time display window uses one client session To use fewe...

Page 115: ...sholds for statistics in real time displays The thresholds specify the values for the low and the high end of the normal range Thresholds are stored on the server For each threshold you can use colors to identify whether the value of the statistics is less than the low value between the low and the high value or greater than the high value Threshold color definitions are stored on the client PC Fo...

Page 116: ... Symposium Express Call Center Working with real time displays Standard 2 0 Thresholds warn supervisors and administrators when intervention is required for example if a skillset requires additional agents ...

Page 117: ...n Follow this procedure to set the view mode and define thresholds for real time displays Note Each display can have a different view mode To customize real time displays 1 In the Administration window from the Reports and Displays drop down menu choose Real time Displays Result The Real time Displays window appears ...

Page 118: ...for the display that you want to change select the statistic for which you want to define a threshold 2 Click Add Threshold Result The Setting Colors and Levels dialog box appears IF you want to THEN change the view mode a select either Moving Window or Interval to date b go to step 3 add thresholds go to the following procedure delete thresholds go to To delete thresholds on page 119 change the t...

Page 119: ... page 117 To delete thresholds 1 From the statistic list select the item whose threshold you want to delete 2 Click Delete Threshold 3 Return to step 2 of To customize real time displays on page 117 To change threshold colors You can set two thresholds for each real time display a level one threshold for the lower level and a level two threshold for an upper level You can define colors to use for ...

Page 120: ...the Between Level 1 and 2 box select a color to display statistics that are in the normal range 5 From the Greater Than Level 2 box select a color to display statistics that are greater than the level two value 6 Click OK 7 Return to step 2 of To customize real time displays on page 117 ...

Page 121: ...procedure to view a real time display When you view a real time display you can sort the display on any column You can also filter agent displays to show only logged on agents or both logged on and logged off agents The Agent Real Time display is updated every 2 seconds All other Real time displays are updated every 5 seconds ...

Page 122: ...ays Result The Real time Displays window appears 2 Ensure that the View Real time Display box is checked for each type of display that you want to view 3 Click OK Result The selected real time displays open For a description of the columns in each of these real time displays refer to Appendix A Real time displays 4 To close the real time displays and return to the Administration window choose File...

Page 123: ...ime displays You can sort a real time display on any column To do so click the column heading of the column by which you want to sort To reverse the direction of the sort click the column heading again To filter agent displays To filter an agent real time display choose View Logout Agents ...

Page 124: ...124 Symposium Express Call Center Working with real time displays Standard 2 0 ...

Page 125: ...reports In this chapter Overview 126 Section A Activity code reports 133 Section B Agent reports 147 Section C Application reports 203 Section D Configuration reports 229 Section E IVR reports 293 Section F Resource reports 303 Section G Skillset reports 333 ...

Page 126: ...port The configuration report contains information about how your system is configured You can use this report as a reference when you are planning or making changes to your system Database views The descriptions of the reports indicate the database view that provides data for the report You can use this information to help you create your own reports In many cases the database view is available i...

Page 127: ...o the server see Importing a report created in Crystal Reports on page 66 Note For reports available in a number of collection frequencies there is a template for each frequency The template names have the same prefix as the corresponding view Raw and calculated data Some fields contain raw data which is data that is taken directly from the view Others such as average and percentage fields contain...

Page 128: ...d before presentation that is before the server can identify the destination then it is pegged as a transfer or conference to Other Reports available to Symposium Express Call Center users There are four different types of users in Symposium Express Call Center Sysadmin Custadmin Senior Supervisor Supervisor The following table indicates with a check mark the reports that are available to each typ...

Page 129: ...ance Agent Performance by Supervisor Agent Performance Calls Answered Bottom 5 Agent Performance Calls Answered Top 5 Agent Short Calls Agent Transferred Conferenced Activity Application By Activity Code Application By Skillset Application Call Treatment Application Delay Before Abandon Application Delay Before Answer Application Performance CDN Statistics Config Activity Code Properties Report Na...

Page 130: ...e View Definitions Config DNIS Properties Config Formula Properties Config Historical and Real Time Statistics Properties Config IVR Queue and Port Properties Config Logged in Agent Position ID Config Real Time Template Properties Config Route Properties Config Script Variable By Script Config Script Variable Properties Config Skillset Properties Config Supervisor Properties Config Telephone Displ...

Page 131: ...Performance Crosstab Skillset Performance Crosstab Trunk Performance DNIS Statistics Estimated Revenue By Agent IVR Port First Login Last Logout IVR Port Statistics IVR Queue Statistics Music RAN Route Statistics Not Ready Reason Codes By Agent Route Performance Skillset By Application Skillset Performance Trunk Performance Report Name Sysadmin Custadmin Senior Supervisor Supervisor ...

Page 132: ...132 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 133: ...s and Displays Guide 133 March 2005 Standardreports Section A Activity code reports In this section Overview 134 Activity Code By Agent 137 Activity Code By Application 140 Not Ready Reason Codes By Agent 143 ...

Page 134: ...lset call Multiple activity codes can be entered during the lifetime of a call The activity time is the amount of call time that an agent charges to an activity code If this is the first activity code entered for the call and it is entered within the first pegging interval the activity time starts when the call is answered Otherwise the activity time starts when the agent enters the activity code ...

Page 135: ...Interval 2 there are 6 minutes of activity time and zero occurrences against the system default activity code since this activity code occurrence was already pegged in the previous interval There are 3 minutes of activity time and one occurrence against the activity code 1234 Example 2 In this example an activity code is entered in Interval 1 Interval 1 Interval 2 A B C D 6 min 4 min 8 min 3 min A...

Page 136: ... Interval 2 there are 8 minutes of activity time and zero occurrences against the activity code 1234 since this activity code occurrence was already pegged in the previous interval There are 3 minutes of activity time and one occurrence against the activity code 5678 ...

Page 137: ...center can use activity codes to identify calls as sales service and support calls Note Even if activity code names are not configured in Symposium Express Call Center the server still collects information about activity code usage View This report uses the ActivityCodeStat views Collection frequency You can collect Activity Code By Agent report information with the following frequencies interval ...

Page 138: ... report provides totals for each agent and subtotals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all of the agents Report field View field Formula Activity Time ActivityTime Average Activity Time ActivityTime Occurrences Activity Occurrences Occurren...

Page 139: ...Reports and Displays Guide 139 March 2005 Standardreports ...

Page 140: ...time and occurrences for an application Note Even if activity code names are not configured in Symposium Express Call Center the server still collects information about activity code usage View This report uses the ActivityCodeStat views Collection frequency You can collect Activity Code By Application report information with the following frequencies interval daily weekly monthly Template This re...

Page 141: ...subtotals for each activity code For each activity code it breaks down statistics by day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval and within each interval by agent The report also contains a grand total for all applications Report field View field Formula Activity Time ActivityTime Average Activity Tim...

Page 142: ...142 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 143: ...ent into Not Ready state In the Activity Codes window on the client you can define Not Ready reason codes When an agent goes into Not Ready state and enters one of these codes the incident is pegged in the ActivityCodeStat view Views ActivityCodeStat Collection frequency interval daily weekly monthly Templates im agt20 rpt dm agt20 rpt wm agt20 rpt mm agt20 rpt Filter agent name ...

Page 144: ...tals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all agents Report field View field Formula Total Time ActivityTime Average Time ActivityTime Occurrences Number of Occurrences Occurrences ...

Page 145: ...Reports and Displays Guide 145 March 2005 Standardreports ...

Page 146: ...146 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 147: ...formance 156 Agent By Skillset Performance 159 Agent DN Performance 162 Agent DN Performance Calls Answered Bottom 5 166 Agent DN Performance Calls Answered Top 5 168 Agent Login Logout 170 Agent Network NACD Activity 173 Agent Performance 176 Agent Performance By Supervisor 180 Agent Performance Calls Answered Bottom 5 185 Agent Performance Calls Answered Top 5 190 Agent Short Calls 191 Agent Tra...

Page 148: ...ed the average time spent with callers and the average time spent in the Not Ready state This report allows call center managers to detect peculiarities in agent performance such as an abnormal amount of not ready time on a specific day and to investigate the cause View This report uses the AgentPerformanceStat views Collection frequency You can collect Agent Average Calls per Hour report informat...

Page 149: ...ort provides totals for each agent and subtotals for each day week or month depending on the reporting period selected The report also contains a grand total for all agents Report field View field Formula Average Answered CallsAnswered ACDCallsAnswered NACDCallsAnswered LoggedInTime 3600 Average Talk Time TalkTime ACDCallsTalkTime NACDCallsTalkTime LoggedInTime 3600 Average Not Ready Time NotReady...

Page 150: ...150 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 151: ...NACD calls It provides details on calls answered average talk time and average not ready time Views AgentPerformanceStat Collection frequency daily weekly monthly Templates dm agt11 rpt wm agt11 rpt mm agt11 rpt Filters agent logon ID agent name Field descriptions The fields in this report are identical to those in the Agent Average Calls per Hour report see page 148 except that they are for the f...

Page 152: ...ACD calls It provides details on calls answered average talk time and average not ready time Views AgentPerformanceStat Collection frequency daily weekly monthly Templates dm agt10 rpt wm agt10 rpt mm agt10 rpt Filters agent logon ID agent name Field descriptions The fields in this report are identical to those in the Agent Average Calls per Hour report see page 148 except that they are for the fi...

Page 153: ...on by the types of calls answered During calls agents can identify the call type by entering an activity code These codes can identify calls as sales service and support calls This report does not include Not Ready activity codes Views ActivityCodeStat Collection frequency interval daily weekly monthly Templates im agt19 rpt dm agt19 rpt wm agt19 rpt mm agt19 rpt Filters activity code ...

Page 154: ...for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all activity codes Report field View field Formula Activity Time ActivityTime Average Activity Time ActivityTime Occurrences Activity Occurrences Occurrences ...

Page 155: ...Reports and Displays Guide 155 March 2005 Standardreports ...

Page 156: ...e total number of calls answered total time spent servicing call center callers and average call length This report is an indicator of agent performance within an application View This report uses the AgentByApplicationStat views Collection frequency You can collect Agent By Application Performance report information with the following frequencies interval daily weekly monthly Template This report...

Page 157: ...ch application and subtotals for each agent For each agent it breaks down statistics by day week or month depending on the reporting periods selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all applications Report field View field Formula Answered CallsAnswered Talk Time TalkTime Average Talk Time TalkTime CallsAns...

Page 158: ...158 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 159: ...call length This report is an indicator of agent performance within a skillset It helps managers identify agents who have difficulty with a specific skill The report also highlights agents who need additional training or reassignment to a different skillset View This report uses the AgentBySkillsetStat views Collection frequency You can collect Agent By Skillset Performance report information with...

Page 160: ...or each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval and within each interval by agent The report also contains a grand total for all skillsets Report field View field Formula Answered CallsAnswered Short Calls Answered ShortCallsAnswered Post Call ProcessTime NotReadyTime Talk Time TalkTime Average Ta...

Page 161: ...Reports and Displays Guide 161 March 2005 Standardreports ...

Page 162: ...on DN calls The report also compares internal and external DN call activity Note Where agents with multiple DN keys handle two DN calls simultaneously both are pegged in the same interval This means that DN talk time can exceed 900 seconds in an interval View This report uses the AgentPerformanceStat views Collection frequency You can collect Agent DN Performance report information with the follow...

Page 163: ... calls Incoming DN calls statistics Agent DN Performance reports contain the following statistics about incoming DN calls Report field View field Formula DN Calls Conferenced DNCallsConferenced DN Calls Transferred DNCallsTransferred Report field View field Formula Total DNInIntCalls DNInExtCalls Internal DNInIntCalls Average Int Talk Time DNInIntCallsTalkTime DNInIntCalls External DNInExtCalls Av...

Page 164: ...tals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all agents Report field View field Formula Total DNOutIntCalls DNOutExtCalls Internal DNOutIntCalls Average Int Talk Time DNOutIntCallsTalkTime DNOutIntCalls External DNOutExtCalls Average Ext Talk Tim...

Page 165: ...Reports and Displays Guide 165 March 2005 Standardreports ...

Page 166: ...zed performance information on the five agents by supervisor who answered the lowest number of DN calls This report details call totals for incoming and outgoing DN calls including internal and external calls answered or generated Views AgentPerformanceStat Collection frequency daily weekly monthly Templates im agt7 rpt dm agt7 rpt wm agt7 rpt mm agt7 rpt Filters agent logon ID agent name ...

Page 167: ...statistics in this report are identical to those in the Agent DN Performance report see page 162 except that they are for the five agents who answered the lowest number of Symposium Express Call Center calls Statistics are summarized in the same way as for the Agent DN Performance report ...

Page 168: ...summarized performance information on the five agents who answered the highest number of DN calls The report details totals for incoming and outgoing DN calls including internal and external calls answered or generated Views AgentPerformanceStat Collection frequency daily weekly monthly Templates im agt6 rpt dm agt6 rpt wm agt6 rpt mm agt6 rpt Filters agent logon ID agent name ...

Page 169: ...statistics in this report are identical to those in the Agent DN Performance report see page 162 except that they are for the five agents who answered the highest number of Symposium Express Call Center calls Statistics are summarized in the same way as for the Agent DN Performance report ...

Page 170: ...d This report shows how much time agents spend at their stations during the day perhaps to help payroll staff determine the total hours worked View This report uses the eAgentLoginStat view Template This report uses the em agt12 rpt template Filters This report can be filtered on agent logon ID agent name Statistics Agent Login Logout reports contain the following statistics for each day Report fi...

Page 171: ...isplays Guide 171 March 2005 Standardreports Logged In Time Time at Logout Time at Login Shift Duration Duration Total Login Sum of Logged In Time Login Total Logged In Time Duration Report field View field Formula ...

Page 172: ...172 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 173: ...ivity on network and networked ACD DN calls The report shows calls answered conferenced and transferred The report also shows total and average talk time for network and NACD calls Views AgentPerformanceStat Collection frequency interval daily weekly monthly Templates im agt17 rpt dm agt17 rpt wm agt17 rpt mm agt17 rpt Filters agent logon ID agent name ...

Page 174: ...rval The report also contains a grand total for all agents Function Minimum access level Reports Create and run any report Reports Agent Performance Create and run any report Report field View field Formula Network Answered Not applicable Network Talk Time Not applicable Avg Network Talk Time Not applicable NACD Answered NACDCallsAnswered NACD Talk Time NACDCallsTalkTime Average NACD Talk Time NAC...

Page 175: ...Reports and Displays Guide 175 March 2005 Standardreports ...

Page 176: ... agent s rapport with customers You can use this report to compare overall productivity measured by the time agents spend at their positions and how often they are busy during a shift Notes 1 Where agents with multiple DN keys handle two DN calls simultaneously both are pegged in the same interval This means that DN talk time can exceed 900 seconds in an interval 2 Only compare agents who have sim...

Page 177: ...Agent Performance reports contain the following statistics Report field View field Formula Logged In Time LoggedInTime Skillset Talk Time TalkTime Avg Skillset Talk Time TalkTime CallsAnswered Avg ACD NACD Talk Time ACDTalkTime NACDTalkTime ACDCallsAnswered NACDCallsAnswered DN Talk Time DNInExtCallsTalkTime DNInIntCallsTalkTime DNOutExtCallsTalkTime DNOutIntCallsTalkTime DNHoldTime Not Ready Time...

Page 178: ...itingTime Walkaway Time WalkawayTime Calls Presented CallsOffered Skillset Ans d CallsAnswered ACD NACD Ans d ACDCallsAnswered NACDCallsAnswered Short Calls Ans d ShortCallsAnswered DN Calls DNInCalls DNOutCalls Conf Out CallsConfToCDN CallsConfToDN CallsConfToACD CallsConfToOthers Trans Out CallsTransferredToCDN CallsTransferredToDN CallsTransferredToACD CallsTransferredToOthers Work TalkTime Not...

Page 179: ...Reports and Displays Guide 179 March 2005 Standardreports ...

Page 180: ...gned supervisor The report shows call totals the amount of time agents spent in different states and time averages View This report uses the AgentPerformanceStat views Collection frequency You can collect Agent Performance By Supervisor report information with the following frequencies interval daily weekly monthly Template This report uses the following templates im agt4 rpt dm agt4 rpt wm agt4 r...

Page 181: ...rt field View field Formula Answered CallsAnswered ACD NACD Answd ACDCallsAnswered NACDCallsAnswered N W Answd Not applicable Skillset Confd CDNCallsConfToCDN CDNCallsConfToDN CDNCallsConfToIncalls CDNCallsConfToOther Confd Out CDNCallsConfToCDN CDNCallsConfToDN CDNCallsConfToIncalls CDNCallsConfToOther ACDCallsConfToCDN ACDCallsConfToDN ACDCallsConfToIncalls ACDCallsConfToOther DNCallsConfToCDN D...

Page 182: ...erredToCDN ACDCallsTransferredToDN ACDCallsTransferredToIncalls ACDCallsTransferredToOther DNCallsTransferredToCDN DNCallsTransferredToDN DNCallsTransferredToACDDN DNCallsTransferredToOther Retnd to Que CallsReturnedToQ Retnd to Que Due Timeout CallsReturnedToQDueToTimeout Report field View field Formula Logged In Time LoggedInTime Not Ready Time NotReadyTime Break Time BreakTime Ring Time RingTim...

Page 183: ... For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all agents N W Time Not applicable Waiting Time WaitingTime Report field View field Formula Average Not Ready Time Total NotReadyTime Agents Logged In Average ACD NACD Talk Time ACDCallsTalkTime NACDCallsTalkTime ACDCallsAnswered NACDCallsAnswered Average Skillset Talk Time ...

Page 184: ...184 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 185: ...answered the lowest number of Symposium Express Call Center calls The Agent Performance Calls Answered Bottom 5 report compares agent specific time summaries such as total logged on time and not ready time to a group average Agents who appear frequently on this report may need assistance or further training to improve call handling productivity Views AgentPerformanceStat Collection frequency daily...

Page 186: ...lls CDNCallsTransferredToOther Resv For Call NACD option ReservedForCall Short Calls Ansd ShortCallsAnswered ACD NACD Ansd ACDCallsAnswered NACDCallsAnswered Retn to Q CallsReturnedToQ Retn to Q Timeout CallsReturnedToQDueToTimeout Total Ansd CallsAnswered ACDCallsAnswered NACDCallsAnswered Total Conf CDNCallsConfToCDN CDNCallsConfToDN CDNCallsConfToIncalls CDNCallsConfToOther ACDCallsConfToCDN AC...

Page 187: ...oDN ACDCallsTransferredToIncalls ACDCallsTransferredToOther DNCallsTransferredToCDN DNCallsTransferredToDN DNCallsTransferredToACDDN DNCallsTransferredToOther Report field View field Formula Logged In LoggedInTime Not Ready NotReadyTime Break BreakTime Reserved NACD option ReservedTime Ring RingTime Walkaway WalkawayTime ACD NACD Talk ACDCallsAnswered NACDCallsAnswered Skillset Talk TalkTime Waiti...

Page 188: ... Report field View field Formula Logged In LoggedInTime Login Occurrences Not Ready NotReadyTime Not Ready Occurrences Break BreakTime Break Occurrences Reserved NACD option ReservedTime Reserved Occurrences Ring RingTime Ring Occurrences Walkaway WalkawayTime Number of walkaway occurrences ACD NACD Talk Average ACDCallsTalkTime NACDCallsTalkTime Skillset Talk Average TalkTime Variable Wrap Averag...

Page 189: ...Reports and Displays Guide 189 March 2005 Standardreports ...

Page 190: ...s such as total logged on time and not ready time to a group average Managers can track performance and may offer incentives based on agent appearances in this report Views AgentPerformanceStat Collection frequency daily Template m agt2 rpt Filters agent logon ID agent name Statistics and summaries The statistics in this report are identical to those in the Agent Performance Calls Answered Bottom ...

Page 191: ...t belongs For example a short call can occur if a caller hangs up due to dialing the wrong number Short calls can also occur if an agent inadvertently presses the wrong button on the phoneset Symposium Express Call Center and ACD calls that were answered transferred conferenced and returned to queue are also itemized within this report A large number of short calls can indicate a need for further ...

Page 192: ...port contains the following statistics Report field View field Formula Short Calls Answered ShortCallsAnswered Skillset Answered CallsAnswered Skillset Conferenced CallsConferenced Skillset Transferred CallsTransferred Returned to Queue ReturnedToQ Reserved For Call NACD option ReservedForCall ACD NACD Answered ACDCallsAnswered NACDCallsAnswered Returned to Q Due to Timeout ReturnedToQDueToTimeout...

Page 193: ...onth depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all agents Total Conferenced CallsConfToCDN CallsConfToDN CallsConfToACD CallsConfToOthers Total Transferred CallsTransferredToCDN CallsTransferredToDN CallsTransferredToACD CallsTransferredToOthers Report field View field Formu...

Page 194: ...194 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 195: ...view This report helps managers identify agents who may have difficulty with a specific skill It can also highlight agents who need additional training or reassignment to a different skillset View This report uses the AgentPerformanceStat views Collection frequency You can collect Agent Transferred Conferenced Activity report information with the following frequencies interval daily weekly monthly...

Page 196: ...ferenced Activity reports contain the following statistics about the destinations to which calls are transferred or conferenced Report field View field Formula Skillset Transf CallsTransferred ACD Transf ACDCallsTransferred DN Transf DNCallsTransferred NACD Transf NACDCallsTransferred Skillset Conf CallsConferenced ACD Conf ACDCallsConferenced DN Conf DNCallsConferenced NACD Conf NACDCallsConferen...

Page 197: ...e interval reporting period statistics are further broken down by interval The report also contains a grand total for all agents Conf ACD CallsConferencedToACD Conf DN CallsConferencedToDN Conf CDN CallsConferencedToCDN Conf Other CallsConferencedToOthers Report field View field Formula Consultation Time ConsultationTime Transf Out CallsTransferredToCDN CallsTransferredToDN CallsTransferredToACD C...

Page 198: ...198 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 199: ... use this report as a template you can set a dollar value to be multiplied against activity code occurrences This is a useful feature for call centers that offer revenue based incentives Note For standard reports the default dollar value is 1 00 View This report uses the ActivityCodeStat views Collection frequency You can collect Estimated Revenue Per Agent report information with the following fr...

Page 200: ...ng information for each agent Summaries The report provides totals for each agent and subtotals for each activity code For each activity code statistics are further broken down by day week or month depending on the reporting period selected The report also contains a grand total for all agents Report field View field Formula Total Activity Time ActivityTime Total Occurrences Occurrences Total Esti...

Page 201: ...Reports and Displays Guide 201 March 2005 Standardreports ...

Page 202: ...202 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 203: ...C Application reports In this section Application By Activity Code 204 Application By Skillset 207 Application Call Treatment 210 Application Delay Before Abandon 217 Application Delay Before Answer 220 Application Performance 223 Crosstab Application Performance 226 ...

Page 204: ... While on a call agents can identify the call type by entering an activity code These codes can identify calls as sales service and support calls View This report uses the ActivityCodeStat views Collection frequency You can collect Application By Activity Code report information with the following frequencies interval daily weekly monthly Template This report uses the following templates im app9 r...

Page 205: ...ort provides totals for each application and subtotals for each activity code For each activity code statistics are broken down by day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all agents Report field View field Formula Activity Time ActivityTime Average Activi...

Page 206: ...206 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 207: ... of calls answered for a skillset number of calls answered after the service level threshold for the skillset all agent staffed time and average number of agents This report is an indicator of application contribution to a skillset Note This report does not contain statistics for the System_Application Views SkillsetStat Collection frequency interval daily weekly monthly Templates imskill3 rpt dms...

Page 208: ...r the interval reporting period statistics are further broken down by interval and within each interval by application The report also contains a grand total for all skillsets Report field View field Formula Skillset Answered CallsAnswered Skillset Answered After Thresh CallsAnsweredAfterThreshold Ansd After Thresh CallsAnsweredAfterThreshold CallsAnswered x 100 Answer Delay CallsAnsweredDelay Ave...

Page 209: ...Reports and Displays Guide 209 March 2005 Standardreports ...

Page 210: ...umber of calls that the system answered abandoned offered routed and disconnected This report measures other treatments within the call script including commands such as Give Force Busy Give Route To or Give Force Disconnect You can keep a count of the number of callers who receive a specific treatment and service View This report uses the ApplicationStat views Collection frequency You can collect...

Page 211: ... contain the following statistics for calls given Force Overflow treatment Report field View field Formula Quantity CallsGivenForceOverflow Percentage CallsGivenForceOverflow CallsOffered x 100 Average time before TimeBeforeForceOverflow number of calls given Force Overflow Average calls per interval interval report only CallsGivenForceOverflow number of intervals Average time before treatment per...

Page 212: ...ime before TimeBeforeDefault number of calls given default treatment Average calls per interval interval report only CallsGivenDefault number of intervals Average time before treatment per int interval report only TimeBeforeDefault number of intervals Report field View field Formula Quantity CallsGivenForceBusy Percentage CallsGivenForceBusy CallsOffered x 100 Average time before TimeBeforeForceBu...

Page 213: ...e before TimeBeforeRouteTo Number of calls given Route To treatment Average calls per interval interval report only CallsGivenRouteTo number of intervals Average time before treatment per int interval report only TimeBeforeRouteTo number of intervals Report field View field Formula Quantity CallsGivenForceDisconnect Percentage CallsGivenForceDisconnect CallsOffered x 100 Average time before TimeBe...

Page 214: ... the following statistics for abandoned calls Given Host Lookup statistics Application Call Treatment reports contain the following statistics for calls given Host Lookup treatment Report field View field Formula Quantity CallsOffered Report field View field Formula Quantity CallsAnswered Percentage CallsAnswered CallsOffered x 100 Report field View field Formula Total CallsAbandoned Percentage Ca...

Page 215: ...he report provides totals for each application and subtotals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all applications ...

Page 216: ...216 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 217: ...entage of calls that abandoned With a greater awareness of customer tolerance levels call center managers can adjust call routing to provide quicker service offer recorded announcements more frequently offer callers the option to access an interactive voice recognition system or add additional agents to increase service View This report uses the ApplicationStat views Collection frequency You can c...

Page 218: ...in the following statistics Summaries The report provides totals for each application and subtotals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all applications Report field View field Formula Offered CallsOffered Answered CallsAnswered Abandoned Cal...

Page 219: ...Reports and Displays Guide 219 March 2005 Standardreports ...

Page 220: ... long callers wait before they connect to an agent The statistics include all Symposium Express Call Center calls for this application The report also indicates whether the delay occurred after the skillset received the call View This report uses the ApplicationStat views Collection frequency You can collect Application Delay Before Answer report information with the following frequencies interval...

Page 221: ...following statistics Summaries The report provides totals for each application and subtotals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all applications Report field View field Formula Answered CallsAnswered Answer Delay CallsAnsweredDelay Delay at ...

Page 222: ...222 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 223: ...port can be particularly useful in determining the efficiency of the service your center provides to specific call types and callers By showing the volume of calls answered in a given period along with the average delay callers experienced the report can identify the level of service customers received on a specific type of call or activity View This report uses the ApplicationStat views Collectio...

Page 224: ...val reporting period statistics are further broken down by interval The report also contains a grand total for all applications Report field View field Formula Avg Answer Delay CallsAnsweredDelay CallsAnswered Answered CallsAnswered Answer Delay CallsAnsweredDelay Ans After Threshold CallsAnsweredAftThreshold Abandoned CallsAbandoned Aban After Threshold CallsAbandonedAftThreshold Ans Delay At Ski...

Page 225: ...Reports and Displays Guide 225 March 2005 Standardreports ...

Page 226: ... performance calls answered calls abandoned and calls offered for several days You can use this report to compare application performance for the same reporting period on different days Views iApplicationStat Collection frequency interval Templates icross_Application rpt Filter application name Statistics Report field View field Formula Offered CallsOffered Answered CallsAnswered Abandoned CallsAb...

Page 227: ...Reports and Displays Guide 227 March 2005 Standardreports Summaries The report provides totals for each application for each interval as well as daily totals for the application ...

Page 228: ...228 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 229: ...s 246 Application Template Properties 248 CDN Properties 250 Database View Definitions 253 DNIS Properties 256 Formula Properties 259 Historical and Real Time Statistics Properties 261 IVR Queue and Port Properties 266 Logged In Agent Position ID 269 Real Time Template Properties 271 Route Properties 274 Script Variable By Script 277 Script Variable Properties 279 Skillset Properties 282 Superviso...

Page 230: ...ccess the configuration report by clicking Print in the Administration window View This report uses the Agent CDN IVRPort IVRQueue Route Skillset SkillsetByAgent Supervisor SupervisorAgentAssignment views Template This report uses the gccfg rpt template Supervisor properties This section of the report contains the following fields Report field View field Formula PC Login Name Supervisor PCLoginNam...

Page 231: ...d Formula Department Agent Department Title Agent Title Comment Agent Comment Call Force Option Agent CallForceOption Call Force Timer Delay Agent CallForceDelayTimer Reserve for Network Call Agent ReservedForCall Return to Queue on No Answer Agent ReturnToQueueOnNoAnswer Return to Queue Wait Interval Agent ReturnToQueueWaitInterval Make Phoneset Agent ReturnToQueueMode DN On Hold Agent AlternateC...

Page 232: ...s Report field View field Formula Telset Login ID Agent TelsetLoginID Personal DN Agent PersonalDN Skillset Name Skillset Skillset Skillset State SkillsetByAgent SkillsetState Priority SkillsetByAgent Priority Report field View field Formula Comment Skillset Comment Service Level Threshold Skillset ServiceLevelThreshold Min Short Call Delay Skillset MinShortCallDelay Report field View field Formul...

Page 233: ...r Route RouteID Route Name Route RouteName Acquire Route Acquire Status Route Status Report field View field Formula IVR Queue Name and ID IVR Queue Name IVRQueue IVRQueueID Service Level Threshold IVRQueue ServiceLevelThreshold Acquire IVRQueue Acquire Status IVRQueue Status IVR Port Name and ID IVRPort Name IVRPort IVRPortID IVR Port Switch ID IVRPort SwitchPortName IVR Port Switch Address IVRPo...

Page 234: ...234 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 235: ...of the activity codes and their assigned names Where properties are defined Activity code properties are defined on the Activity Code Properties property sheet View ActivityCode Template config8 rpt Filters activity code activity name Field descriptions Report field View field Formula Activity Code Name Name Activity Code Number ActivityCode ...

Page 236: ...236 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 237: ...ve multiple supervisors Therefore an agent may appear multiple times in the report View SupervisorAgentAssignment Template config31 rpt Filters supervisor logon ID supervisor name Field descriptions Report field View field Formula Supervisor Name ID SupervisorGivenName SupervisorSurName SupervisorTelsetLoginID Assigned Agent Name AgentGivenName AgentSurName Phoneset Login ID AgentTelsetLoginID Sup...

Page 238: ...238 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 239: ...uding call presentation options defined for the agent s call presentation class phoneset information including port information for the phoneset at which the agent is logged on and the agent s personal or directory number supervisor information which lists the agent s supervisors Where properties are defined Agent properties are defined on the User Properties property sheet for each agent Views Ag...

Page 240: ...e Agent Title Comment Agent Comment Report field View field Formula Call Presentation Class Agent TemplateName Call Force Option Agent CallForceOption Call Force Timer Delay Agent CallForceDelayTimer Reserve for Network Call Agent TelsetShowReserve Return To Queue On No Answer Agent ReturnToQueueOnNoAnswer Return To Queue Wait Interval Agent ReturnToQueueWaitInterval Make Phoneset Agent ReturnToQu...

Page 241: ...Agent PersonalDN Switch Port Address Agent SwitchPortAddress Switch Port Name Agent SwitchPortName Switch ID Agent SwitchID Report field View field Formula Supervisor Name SupervisorAgentAssignment SupervisorSurname SupervisorAgentAssignment SupervisorGivenName Supervisor Phoneset Login ID SupervisorAgentAssignment SupervisorTelsetLoginID Type SupervisorAgentAssignment Type ...

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Page 243: ...and assigned templates Skillset information includes the skillset name and the agent s priority within the skillset Where properties are defined Agent skillset properties are defined on the Skillsets User Properties property page Views Agent SkillsetByAgent Skillset Template config29 rpt Filters agent logon ID agent name Field descriptions Report field View field Formula Agent Name ID Agent SurNam...

Page 244: ...Agent TelsetLoginID Personal DN Agent PersonalDN Call Presentation Class Agent AgentTemplateName Threshold Class Agent ThresholdTemplateName Skillset Name Skillset Skillset Skillset State SkillsetByAgent SkillsetState Priority SkillsetByAgent Priority Report field View field Formula ...

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Page 246: ...nition Parent script A parent script is any script that directs a call to another secondary script Definition Child script A child script is a secondary script to which a primary script or another secondary script directs a call View ApplicationByScript Template config14 rpt Filter application name Field descriptions Report field View field Formula Parent Script Name ParentName Child Script Name C...

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Page 248: ...shold threshold class and threshold levels Views Application ApplicationThresholdTemplate Template config15 rpt Filter application name Field descriptions Report field View field Formula Application Name Application Name Call By Call Application CallByCall Threshold Class ApplicationThresholdTemplate Name Field ApplicationThresholdTemplate Field Level 1 ApplicationThresholdTemplate Level1 Level 2 ...

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Page 250: ...Directory Number CDN is a number configured in the switch as the entry point for calls into Symposium Express Call Center You can configure multiple CDNs in the switch and associate them with the Master script of Symposium Express Call Center Where properties are defined CDN properties are defined on the CDN Properties property sheet View CDN Template config7 rpt Filters CDN CDN name ...

Page 251: ...Reports and Displays Guide 251 March 2005 Standardreports Field descriptions Report field View field Formula CDN Number CDN CDN Name Name Call Type Type ...

Page 252: ...252 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 253: ...can use these views to design user created reports For each database view the report lists the fields in the view For each field the report provides the field type and length View Views Template config34 rpt Field descriptions Field types Report field View field Formula Field Name ColumnName Type Type Length Length Field type Description Value range Size binary binary data n a n bytes data depende...

Page 254: ...999 8 bytes int integer 2 147 483 648 to 2 147 483 647 4 bytes smalldatetime timestamp Jan 1 1900 to June 6 2079 4 bytes smallint small integer 32 768 to 32 767 2 bytes tinyint tiny integer 0 to 255 1 byte varchar variable length character n a n bytes data dependent Field type Description Value range Size ...

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Page 256: ...ialed Number Identification Service DNIS allows you to identify the dialed number for calls coming into the call center Typically DNIS numbers are used for 1 800 numbers For example a company may give customers different 1 800 numbers for sales and customer service calls Where properties are defined DNIS Properties are defined on the DNIS Properties property sheet View DNIS Template config10 rpt F...

Page 257: ...Reports and Displays Guide 257 March 2005 Standardreports Field descriptions Report field View field Formula DNIS Name and Number DNISName DNIS Service Level Threshold ServiceLevelThreshold ...

Page 258: ...258 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 259: ...me displays You can use formulas to create customized real time statistics fields by combining existing statistics fields with mathematical operators Where properties are defined Formula properties are defined on the Formula Properties property sheet View Formula Template config17 rpt Field descriptions Report field View field Formula Formula Name Name Class Class Comment Comment Definition Defini...

Page 260: ...260 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 261: ...In moving window mode statistics shown represent the last 10 minutes of system activity Interval to date mode In interval to date mode statistics are collected only for the current interval defined on the Real time Statistics Configuration property sheet When the interval is over data fields initialize to 0 zero and collection begins for the next interval Where properties are defined Real time sta...

Page 262: ...k HistoricalStatCollection Trunk Route HistoricalStatCollection Route RAN Music Route HistoricalStatCollection RANMusicRoute Agent Performance HistoricalStatCollection AgentPerformance Agent By Application HistoricalStatCollection AgentByApplication Agent By Skillset HistoricalStatCollection AgentBySkillset Agent Login Logout HistoricalStatCollection AgentLogin IVR ACD DN Statistics HistoricalStat...

Page 263: ...Login HistoricalStatDuration DaysOfIVRPortLogin Days of Agent Login and Logout HistoricalStatDuration DaysOfAgentLogin First Business Day Of the Week HistoricalStatDuration FirstDayOfWeek Business Hours Per Day HistoricalStatDuration BusinessHoursPerDay Business Days Per Week HistoricalStatDuration BusinessDaysPerWeek Days Of Call By Call HistoricalStatDuration DaysOfCallByCall Report field View f...

Page 264: ...eStatCollection MWAgent call center summary RealTimeStatCollection MWNodalCall Interval to Date The Interval To Date fields indicate whether statistics in each of the following statistics groups can be displayed in interval to date mode skillset RealTimeStatCollection ITDSkillset agent RealTimeStatCollection ITDAgent call center summary RealTimeStatCollection ITDNodalCall Interval Duration RealTim...

Page 265: ...Reports and Displays Guide 265 March 2005 Standardreports ...

Page 266: ... ports assigned to the queue Where properties are defined IVR ACD DN properties are defined on the ACD DN Properties property sheet IVR port properties are defined on the Voice Port Properties property sheet Views IVRQueue IVRPort IVRThresholdTemplate Template config11 rpt Filters IVR Queue ID IVR Queue Name Field descriptions Report field View field Formula IVR Queue Name and ID IVRQueue Name IVR...

Page 267: ...t Switch ID IVRPort SwitchPortID IVR Port Switch Address IVRPort SwitchPortAddress Switch Port Name IVRPort SwitchPortName IVR Threshold Class IVRThresholdTemplate Name IVRThresholdTemplate TemplateID Template Field Name IVRThresholdTemplate Field Template Level 1 IVRThresholdTemplate Level1 Template Level 2 IVRThresholdTemplate Level2 Report field View field Formula ...

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Page 269: ...gent status information is written to the database every 15 minutes This report shows agent status as of the end of the last 15 minute interval View Agent eAgentLoginStat Template config32 rpt Filters agent logon ID agent name Field descriptions Report field View field Formula Agent Name eAgentLogin AgentSurName eAgentLogin AgentGivenName Agent Login eAgentLogin AgentLogin Position ID eAgentLogin ...

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Page 271: ...Real Time Template Properties report lists each real time display definition and describes its properties Where properties are defined Real time display definition properties are defined on the Real time Display Properties property sheet Views RealTimeTemplate RealTimeColumn Formula Template config21 rpt ...

Page 272: ...ormula Template Name RealTimeTemplate Name Class RealTimeTemplate Class Refresh Rate RealTimeTemplate RefreshRate 1000 View Mode RealTimeTemplate ViewMode Column Name RealTimeColumn Label Formula Name Formula Name Format RealTimeColumn Format Scale From RealTimeColumn ScaleFrom Scale To RealTimeColumn ScaleTo ...

Page 273: ...Reports and Displays Guide 273 March 2005 Standardreports ...

Page 274: ...t lists each route the assigned route name and the assigned threshold class name It also displays the threshold times set for each template Where properties are defined Route properties are defined on the Route Properties property sheet Views Route RouteThresholdTemplate Template config9 rpt Filters Route ID Route Name ...

Page 275: ...Field descriptions Report field View field Formula Route Number Route RouteID Route Name Route RouteName Threshold Class RouteThresholdTemplate Name Field RouteThresholdTemplate Field Level 1 RouteThresholdTemplate Level1 Level 2 RouteThresholdTemplate Level2 ...

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Page 277: ... script type and status along with the names of the script variables used For each variable it provides the status and type View ScriptVariables Template config36 rpt Filter script variable name Field descriptions Report field View field Formula Script Script Status ScriptStatus Type Type Script Variable Name Variable Status VariableStatus Type VariableType ...

Page 278: ...278 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 279: ...riables Template config35 rpt Filter script variable name Field descriptions Report field View field Formula Script Variable ScriptVariables Variable Status ScriptVariables VariableStatus Group ScriptVariableProperties Grouping Type ScriptVariables VariableType Class ScriptVariableProperties Class Comment ScriptVariableProperties Comment Referencing Script Name ScriptVariables Script Script Status...

Page 280: ...280 Symposium Express Call Center Standard reports Standard 2 0 Script Type ScriptVariables ScriptType Report field View field Formula ...

Page 281: ...Reports and Displays Guide 281 March 2005 Standardreports ...

Page 282: ... and the service level threshold defined for the threshold class to which the skillset belongs Where properties are defined Skillset properties are defined on the Skillset Properties property sheet View Agent Skillset SkillsetByAgent Template config16 rpt Filter skillset name Rights required Function Minimum access level Reports Create and run any report Reports Other Create and run any report ...

Page 283: ...l Age Preference Skillset CallAgePreference Service Level Threshold Skillset ServiceLevelThreshold Min Short Call Delay Skillset MinShortCallDelay Night Service Type Skillset NightServiceType Mapped ACD DN Number Skillset DN Default Activity Code Skillset ActivityCode Agent Name and ID Agent GivenName Agent Surname Agent TelsetLoginID Priority SkillsetByAgent Priority ...

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Page 285: ...es of the agents reporting and associated assigned to the supervisor Where properties are defined Supervisor Properties are defined on the User Properties property sheet Views SupervisorAgentAssignment Supervisor Template config4 rpt Filters supervisor logon ID supervisor name Field descriptions Report field View field Formula Supervisor Name ID Supervisor Given Name Supervisor SurName Supervisor ...

Page 286: ...chID PC Login Name Supervisor PCLoginName Personal Directory Number DN Supervisor PersonalDN Comment Supervisor Comment Supervisor Type SupervisorAgentAssignment Type Agents Assigned SupervisorAgentAssignment AgentGivenName SupervisorAgentAssignment AgentSurName SupervisorAgentAssignment AgentTelsetLoginID Report field View field Formula ...

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Page 288: ...phonesets The Telephone Display Properties report lists the configured display types the width of the display and the number of rows in the display Where properties are defined Telephone display properties are defined on the Telephone Display Properties property sheet View PhoneSetDisplay Template config6 rpt Field descriptions Report field View field Formula Telephone Display Set Type Name Displa...

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Page 290: ...ject Template config42 rpt Field descriptions Report field View field Formula Group Name AccessRights GroupName Comment AccessRights Comment Item in System Window AccessRights ObjectName Level of Access AccessRights CreateDeleteAccess AccessRights CreatedDeleteAgentAccess AccessRights CreateDeleteAllAgentAccess AccessRights ReadAccess AccessRights ReadAgentAccess AccessRights ReadAllAgentAccess Ac...

Page 291: ...Reports and Displays Guide 291 March 2005 Standardreports PC Login AccessRights PCLoginName Report field View field Formula ...

Page 292: ...292 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 293: ...Reports and Displays Guide 293 March 2005 Standardreports Section E IVR reports In this section IVR Port First Login Last Logout 294 IVR Port Statistics 296 IVR Queue Statistics 299 ...

Page 294: ...ast Logout report provides information on the first logon to and last logoff from the server The report lists the ports on which the first logon and last logoff occurred and the time at which these events occurred View eIVRPortLoginStat Template em res5 rpt Field descriptions Report field View field Formula Time Time Port ID IVRPortID ...

Page 295: ...Reports and Displays Guide 295 March 2005 Standardreports ...

Page 296: ...ed the report shows the total number of calls answered conferenced and transferred The IVR Port Statistics report also indicates the amount of time the port was available to take calls and how much time was spent waiting to receive calls The report helps you determine whether a specific port may be causing poor performance within an IVR queue Views IVRPortStat Collection frequency interval daily w...

Page 297: ...the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all IVR ports Report field View field Formula Answered CallsAnswered Conferenced CallsConferenced Transferred CallsTransferred Logged In Time LoggedInTime Not Ready Time NotReadyTime Talk Time TalkTime Waiting Time WaitingTime ...

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Page 299: ...IVR queues and is especially useful for understanding call volume and delays that callers may have experienced when attempting to access the IVR system If the report shows you that a particular IVR queue is not performing well equip the IVR queue with more IVR ports Views IVRStat Collection frequency interval daily weekly monthly Templates im res3 rpt dm res3 rpt wm res3 rpt mm res3 rpt Filters IV...

Page 300: ...riod statistics are further broken down by interval The report also contains a grand total for all IVR queues Report field View field Formula Offered CallsOffered Answered CallsAnswered Answered After Threshold CallsAnsweredAftThreshold Answered Delay CallsAnsweredDelay Confer d CallsConferenced Transf d CallsTransferred Not Treated CallsNotTreated Not Treated After Threshold CallsNotTreatedAftThr...

Page 301: ...Reports and Displays Guide 301 March 2005 Standardreports ...

Page 302: ...302 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 303: ...F Resource reports In this section CDN Statistics 304 Crosstab CDN Statistics 307 Crosstab DNIS Statistics 310 Crosstab Route Performance 313 Crosstab Trunk Performance 316 DNIS Statistics 319 Music RAN Route Statistics 323 Route Performance 326 Trunk Performance 329 ...

Page 304: ...e report also provides terminated and abandoned call information CDN A Controlled Directory Number CDN is a number configured on the switch as the entry point for calls into Symposium Express Call Center You can configure multiple CDNs in the switch View This report uses the CDNStat view Collection frequency You can collect CDN Statistics report information with the following frequencies interval ...

Page 305: ...ubtotals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all CDNs Report field View field Formula Offered CallsOffered Answered CallsAnswered Terminated CallsTerminated Percent Terminated CallsTerminated CallsOffered x 100 Abandoned CallsAbandoned Percen...

Page 306: ...306 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 307: ... provides you with an at a glance view of CDN performance calls offered calls answered calls terminated and calls abandoned for several days You can use this report to compare CDN performance for the same reporting period on different days Views iCDNStat Collection frequency interval Templates icross_CDN rpt Filter CDN CDN name ...

Page 308: ...tandard 2 0 Statistics Summaries The report provides totals for each CDN for each interval as well as daily totals for the CDN Report field View field Formula Offered CallsOffered Answered CallsAnswered Terminated CallsTerminated Abandoned CallsAbandoned ...

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Page 310: ...ics report provides you with an at a glance view of DNIS performance calls offered calls answered and calls abandoned for several days You can use this report to compare DNIS performance for the same reporting period on different days Views iDNISStat Collection frequency interval Templates icross_DNIS rpt Filter DNIS DNIS name ...

Page 311: ...2005 Standardreports Statistics Summaries The report provides totals for each DNIS for each interval as well as daily totals for the DNIS Report field View field Formula Offered CallsOffered Answered CallsAnswered Abandoned CallsAbandoned ...

Page 312: ...312 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 313: ...performance all trunks busy and number of calls blocked by all trunks busy for several days You can use this report to compare route performance for the same reporting period on different days Note Calls blocked by all trunks busy statistics are pegged against the Default_Route 999 Views iRouteStat Collection frequency interval Templates icross_route rpt Filter route ID route name ...

Page 314: ...tandard 2 0 Statistics Summaries The report provides totals for each route for each interval as well as daily totals for the route Report field View field Formula All Trunks Busy AllTrunksBusy Calls Blocked By All Trunks Busy CallsBlockedByAllTrunksBusy ...

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Page 316: ... Performance report provides you with an at a glance view of trunk performance calls offered answered and abandoned for several days You can use this report to compare trunk performance for the same reporting period on different days Views iTrunkStat Collection frequency interval Templates icross_trunk rpt Filter trunk ID ...

Page 317: ...005 Standardreports Statistics Summaries The report provides totals for each trunk for each interval as well as daily totals for the trunk Report field View field Formula Offered CallsOffered Answered CallsAnswered Abandoned CallsAbandoned ...

Page 318: ...318 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 319: ...or the DNIS You can use this report to track call handling performance on products or services associated with a particular DNIS number DNIS Dialed Number Identification Service DNIS allows you to identify the dialed number for calls coming into the call center Typically DNIS numbers are used for 1 800 numbers For example a company might give customers different 1 800 numbers for sales and custome...

Page 320: ... DNIS Statistics reports contain the following statistics Report field View field Formula Offered CallsOffered Answered CallsAnswered Answer Delay CallsAnsweredDelay Avg Ans Delay CallsAnsweredDelay CallsAnswered Ans After Threshold CallsAnsweredAftThreshold Disconnected CallsGivenForceDisconnect Overflowed CallsGivenForceOverflow Routed CallsGivenRouteTo NACD Out CallsNACDOut IVR Transf d IVRTran...

Page 321: ...od selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all DNIS numbers Given Busy CallsGivenBusy Aban d CallsAbandoned Aband Delay MaxAbandonedDelay Aban After Thresh CallsAbandonedAftThreshold Abn Aft Thresh CallsAbandonedAftThreshold CallsAbandoned x 100 Talk Time TalkTime Report field View field Formula ...

Page 322: ...322 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 323: ...rt provides the number of route accesses and the route access time This report can help you pinpoint any routes that may be overloaded View This report uses the RANMusicRouteStat views Collection frequency You can collect Music RAN Route Statistics report information with the following frequencies interval daily weekly monthly Template This report uses the following templates im res8 rpt dm res8 r...

Page 324: ...istics Summaries The report provides totals for each music and RAN route and subtotals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all music and RAN routes Report field View field Formula Route Access RouteAccess Route Access Time RouteAccessTime ...

Page 325: ...Reports and Displays Guide 325 March 2005 Standardreports ...

Page 326: ...nce The Route Performance report indicates how often and how long all trunks within the route were busy Route A route is a group of trunks with similar characteristics Example A call center may direct two routes to each of its call center skillsets depending on the demographics of a particular customer area Each route is configured with multiple trunks View This report uses the RouteStat views Col...

Page 327: ...ain the following statistics Summaries The report provides totals for each route and subtotals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all routes Report field View field Formula All Trunks Busy AllTrunksBusy All Trunks Busy Time AllTrunksBusyTime...

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Page 329: ...ther evaluate trunk and call center performance the Trunk Performance report also shows the amount of time callers waited for an answer and the amount of time callers waited before abandoning their call If specific trunks are under used or consistently backlogged you can take action to make these call center resources more efficient View This report uses the TrunkStat views Collection frequency Yo...

Page 330: ...h trunk and subtotals for each day week or month depending on the reporting period selected For the interval reporting period statistics are further broken down by interval The report also contains a grand total for all trunks Report field View field Formula Percent Utilization Trunk Occupancy Time 900 100 Usage Time OccupancyTime Abandon Delay CallsAbandonedDelay Answer Delay CallsAnsweredDelay A...

Page 331: ...Reports and Displays Guide 331 March 2005 Standardreports ...

Page 332: ...332 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 333: ...Reports and Displays Guide 333 March 2005 Standardreports Section G Skillset reports In this section Crosstab Skillset Performance 334 Skillset By Application 337 Skillset Performance 340 ...

Page 334: ...ort provides you with an at a glance view of skillset performance calls offered calls answered and skillset calls abandoned for several days You can use this report to compare skillset performance for the same reporting period on different days Views iSkillsetStat Collection frequency interval Templates icross_skillset rpt Filter skillset name ...

Page 335: ...Statistics Summaries The report provides totals for each skillset for each interval as well as daily totals for the skillset Report field View field Formula Offered CallsOffered Answered CallsAnswered Network Answered Not applicable Abandoned SkillsetAbandoned ...

Page 336: ...336 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 337: ...tatistics such as the total number of calls answered for a skillset number of calls answered after the service level threshold for the skillset all agent staffed time and average number of agents Views SkillsetStat Collection frequency interval daily weekly monthly Templates imskill4 rpt dmskill4 rpt wmskill4 rpt mmskill4 rpt Filter skillset name Statistics Report field View field Formula Skillset...

Page 338: ... skillset The report also contains a grand total for all applications Skillset Answered After Thresh CallsAnsweredAfterThreshold Ansd After Thresh CallsAnsweredAfterThreshold CallsAnswered x 100 Answer Delay CallsAnsweredDelay Average Answer Delay CallsAnsweredDelay CallsAnswered Maximum Answer Delay MaxAnsweredDelay All Agent Busy Time AllAgentBusyTime Avg All Agent Busy Time Per Hour AllAgentBus...

Page 339: ...Reports and Displays Guide 339 March 2005 Standardreports ...

Page 340: ...lay a caller experienced By indicating the volume of calls and the delay times that callers experienced along with the amount of time agents were busy servicing calls to the skillset the report indicates whether the skillset has the number of agents required to service callers If a particular skillset is not performing well consult the agent reports View This report uses the SkillsetStat views Col...

Page 341: ...period statistics are further broken down by interval The report also contains a grand total for all skillsets Report field View field Formula Skillset Answered CallsAnswered Skillset Answered After Thresh CallsAnsweredAfterThreshold Ansd After Thresh CallsAnsweredAfterThreshold CallsAnswered x 100 Answer Delay CallsAnsweredDelay Average Answer Delay CallsAnsweredDelay CallsAnswered Maximum Answer...

Page 342: ...342 Symposium Express Call Center Standard reports Standard 2 0 ...

Page 343: ...Reports and Displays Guide 343 A p p e n d i x A Real time displays In this appendix Overview 344 Agent real time display 345 Call center summary real time display 347 Skillset real time display 348 ...

Page 344: ...all Center Real time displays Standard 2 0 Overview Introduction Symposium Express Call Center provides the following real time displays agent call center summary skillset This appendix describes the fields in these displays ...

Page 345: ...The agent s last or surname Agent ID Description The numeric ID the agent uses to log on to the phoneset Position ID Description The position ID at which the agent is logged on Suprvsr 1st Name Description The first or given name of the agent s supervisor Suprvsr Last Name Description The last or family name of the agent s supervisor Answered Skillset Description The skillset for which this agent ...

Page 346: ... are handling a call They are Not Ready having pressed the Not Ready key They have programmed their phones for call forward Walkaway Description Shows whether the agent is in Walkaway state DN In Description Shows whether the agent is active on an inbound DN call Values Active Hold DN Out Description Shows whether the agent is active on an outbound DN call Values Active Hold Time In State Descript...

Page 347: ...ollowing columns Call Center Description A unique identifier for Symposium Express Call Center Calls Offered Description The number of calls offered at this site Calls Ans Description The number of calls answered at this site Calls Waiting Description The number of calls that are currently waiting to be answered at this site Calls Abandoned Description The number of calls abandoned at this site Fo...

Page 348: ...n The average wait experienced by calls answered for a skillset from the time they were queued to the skillset to the time they were answered Serv Lvl Description The percentage of answered calls answered within the period defined in the threshold class for this skillset Calls Ans Description The number of calls answered for a skillset Calls Answd Aft Threshold Description The number of calls to t...

Page 349: ...it time is reset to 10 This statistic includes time that agents are in Not Ready state Longest Wait Since Login Description The longest waiting time of all idle agents who are currently waiting to answer calls for a skillset This idle timer is reset when the agent logs onto the skillset Waiting time is incremented until the agent answers a call After the call ends waiting time is incremented until...

Page 350: ...e number of agents logged on for a skillset who are currently handling a Symposium Express Call Center call Agent On DN call Description The number of agents logged on for a skillset who are currently handling a DN call Agents on This Skillset Call Description The number of agents assigned to this skillset who are currently handling calls for this skillset Agents on Other Skillset Call Description...

Page 351: ...ports and Displays Guide 351 A p p e n d i x B Data dictionary In this appendix Overview 352 Section A Summarized historical statistics 357 Section B Event statistics 465 Section C Configuration views 481 ...

Page 352: ... you ODBC Since the Symposium Express Call Center database is ODBC compatible the PC from which you access it must have ODBC version 3 5 installed and it must have a Data Set Name DSN defined for the database The correct version of ODBC is installed with the Symposium Express Call Center client application and the installation process creates the required DSNs If the Symposium Express Call Center ...

Page 353: ...you use the client to generate a report When you generate a report the definition is updated to point to the server to which you are currently connected Types of data This appendix describes the following types of data summarized historical statistics statistics accumulated over a period of time 15 minute interval daily weekly or monthly event statistics statistics that report each occurrence of a...

Page 354: ...iguration data are accessible through database views A database view is a logical representation of the database used to organize the information in the database for your use The actual structure of the database is invisible You access data through database views or logical representations of the database Database views are used to organize the information in the database for your use Statistical ...

Page 355: ... Express Call Center calls Calls that arrive at Symposium Express Call Center on a CDN and are presented to the Incalls key of a phoneset that is acquired by Symposium Express Call Center ACD calls Calls to an Automatic Call Distribution Directory Number ACD DN that are presented to a phoneset acquired by Symposium Express Call Center ACD calls are distributed to agents in an ACD group based on th...

Page 356: ...NACD calls Calls that arrive at the server on a network ACD DN and that are presented to a phoneset acquired by Symposium Express Call Center DN calls Calls presented to the DN key of a phoneset that is acquired by Symposium Express Call Center DN calls are usually personal calls The server only pegs DN calls in the agent performance statistics Activity code and application statistics do not inclu...

Page 357: ...s 360 Linking views 363 Types of calls 368 ActivityCodeStat views 371 AgentByApplicationStat views 376 AgentBySkillsetStat views 381 AgentPerformanceStat views 387 ApplicationStat views 408 CDNStat views 423 DNISStat views 427 IVRPortStat views 434 IVRStat views 439 RANMusicRouteStat views 444 RouteStat views 447 SCCSDBSpace views 451 SkillsetStat views 453 TrunkStat views 460 ...

Page 358: ... created reports Database views Summarized historical statistics are accessible through database views A database view is a logical representation of the database used to organize the information in the database for your use Data collection option When you configure Historical Statistics Collection you can choose whether to collect statistics in each of the following statistics groups activity cod...

Page 359: ...idian Mail or another IVR system that uses a two stage transfer IVR Transfer rather than a hook flash transfer the CallsOffered statistic is pegged each time a call is transferred by the IVR system Your ApplicationStat view may contain the following statistics CallsOffered 1000 CallsAnswered 600 IVRTransferred 400 In this case although CallsOffered is 1000 the number of calls from outside callers ...

Page 360: ... 00 15 30 or 45 For example to record agent by skillset statistics the server creates a record for each skillset for which an agent answered calls during the interval just ended Note Interval statistics are not available until after the interval ends If you shut down the server without properly shutting down the Symposium Express Call Center services data for the current interval is lost Interval ...

Page 361: ...eekly views begin with the prefix w Monthly views Immediately after the end of the first day of the month that is at 12 00 a m of the next day the server creates monthly records that contain each of the daily totals After the end of each subsequent day in the month the server adds the day s totals to the fields in the monthly record The time stamp field of the monthly records is in the format YYYY...

Page 362: ...ary Standard 2 0 weekly immediately after the end of the week that is at 12 00 a m on the first day of the next business week monthly immediately after the end of the month that is at 12 00 a m on the first day of the next month Type When cumulated ...

Page 363: ...erform calculations such as Max Min Sum or Avg use the Group By statement to ensure that the joined view does not contain duplicated data Example BestAir s call center administrator wants to create a report containing the following statistics for each agent CallsAnswered CallsOffered TalkTime The AgentPerformanceStat view provides CallsAnswered and CallsOffered statistics but it does not provide T...

Page 364: ...ered sum b CallsAnswered sum b TalkTime from iAgentPerformanceStat a iAgentByApplicationStat b where a Timestamp 13 00 3 10 2000 and b Timestamp 13 00 3 10 2000 and a Timestamp b Timestamp and a Userid b UserId group by a Timestamp a UserId This SQL query uses Timestamp and UserID as linkage keys The group by statement creates a record for each unique combination of Timestamp and UserID rather tha...

Page 365: ...limination of the group by statement causes the CallsOffered field to be counted multiple times for some agents Each agent s total CallsAnswered is multiplied by the number of applications for which the agent answered calls Therefore it only provides correct results if each agent answered calls for only one application The following simple join illustrates this problem Simple join The simplest joi...

Page 366: ...ationStat The following table shows the resulting statistics Each entry contains two CallsAnswered fields One field contains the calls answered by the agent the other field contains the calls answered by the agent for the application Grand totals of the two CallsAnswered fields produce the following results 8 8 5 21 6 2 5 13 The second total is correct 13 The first total counts agent 6709 s CallsA...

Page 367: ...Reports and Displays Guide 367 March 2005 Datadictionary The grand total of the CallsOffered field is 9 9 5 23 Again this total is misleading because the agent s total CallsOffered is included twice ...

Page 368: ...press Call Center Tracking Symposium Express Call Center calls are tracked from the time that a call notification message arrives from the switch until the call is abandoned routed to the default DN given Force Disconnect command given Busy treatment given Overflow treatment given Queue to NACD treatment released transferred or conferenced out by an agent or resource ACD calls ACD calls are calls ...

Page 369: ...posium Express Call Center Note Delay and abandon statistics are not available for NACD calls Tracking For NACD calls the server does not record information about call activity on the switch NACD calls are tracked from the time that they are answered at a phoneset acquired by Symposium Express Call Center Therefore the server does not record the following statistics for ACD calls calls offered cal...

Page 370: ...ry Standard 2 0 Tracking DN calls are tracked from the time that they are answered The server does not track activity for calls automatically redirected by the switch including hunting call forward busy call forward all calls call forward no answer ...

Page 371: ...ady state The server does not record activity time for DN calls Definition Activity code An activity code identifies the type of call being answered For example your call center manager can define activity codes to identify sales service or support calls Requirements Define activity codes on the server in Symposium Express Call Center If you do not activity codes statistics are collected but Activ...

Page 372: ...the Activity Code Properties property sheet Type varchar Length 30 ActivityTime Description The total call time that was charged to this activity code by this agent Triggers For the first activity code entered during a call activity time begins when the call is answered For subsequent activity codes activity time begins after the agent presses the Activity key and enters the activity code Activity...

Page 373: ...equired a logon password Type varchar Length 16 AgentSurName Description The family or surname of the agent as defined on the General User Properties property page Type varchar Length 64 Application Description The name of the application as defined on the Application Properties property sheet Pegging Symposium Express Call Center calls are pegged against the Master_Script or primary application d...

Page 374: ...ty or key and enters this activity code Type int Length 4 Site Description The name of the Symposium Express Call Center site as assigned during installation Type varchar Length 30 SiteID Description A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 Time Description The time that the statistic was pegged Type char Length 5 Timestamp De...

Page 375: ...rmation see When statistics are cumulated on page 361 The following table shows the statistics groups to which activity code statistics can be linked as well as the data fields used as linkage keys Note You must specify all these fields as your linkage key in the specified order IF you are generating a custom report using THEN the linkage key data field is AgentByApplicationStat Timestamp UserID A...

Page 376: ... application The data fields are pegged based on a combination of application and agent activities Note These statistics do not include DN calls Requirements Configure the server to collect agent by application code statistics see the Call Center Management Guide Note Statistics are collected for all agents you cannot configure the system to collect statistics for selected agents Database views iA...

Page 377: ...n The numeric ID the agent uses to log on to the phoneset as defined on the Phoneset User Properties page Type varchar Length 16 AgentSurName Description The last or surname of the agent as defined on the General User Properties page Type varchar Length 64 Note If an agent record has been deleted since the data was collected the agent name is blank Application Description The name of the applicati...

Page 378: ...ption This is the total time an agent spends performing post call processing Normally an agent uses this time to complete any work related to the call just released such as filling in forms or filing papers Triggers Post call processing time begins when an agent presses the Not Ready key after completing a Symposium Express Call Center call and ends when the agent presses the Not Ready key again N...

Page 379: ...is application This statistic includes hold time Triggers Talk time begins when the call is answered Talk time ends when the caller hangs up or the agent releases the call Pegging Talk time is pegged at the end of the interval for calls that are active at the end of an interval and when the call terminates Type int Length 4 Time Description The time when the data was pegged Type char Length 5 Time...

Page 380: ...see When statistics are cumulated on page 361 The following table shows the statistics groups to which agent by application statistics can be linked as well as the data fields used as linkage keys Note You must specify all these fields as your linkage key in the specified order IF you are generating a custom report using THEN the linkage key data field is ActivityCodeStat Timestamp UserID Applicat...

Page 381: ...by skillset statistics see the Call Center Management Guide Note Statistics are collected for all agents you cannot configure the system to collect statistics for selected agents Database views iAgentBySkillsetStat dAgentBySkillsetStat wAgentBySkillsetStat mAgentBySkillsetStat Pegging thresholds You can define skillset threshold classes with different values for the length talk time of a short cal...

Page 382: ...r surname of the agent as defined on the General User Properties property page Type varchar Length 64 Note If an agent record has been deleted since the data was collected the agent name is blank CallsAnswered Description The number of Symposium Express Call Center ACD and NACD calls answered for this skillset Triggers Calls are pegged upon answer Pegging Symposium Express Call Center calls are pe...

Page 383: ... or filing papers Triggers Post call processing time begins when an agent presses the Not Ready key after completing a Symposium Express Call Center call and ends when the agent presses the Not Ready key again Type int Length 4 ShortCallsAnswered Description The total number of Symposium Express Call Center ACD and NACD calls answered that had a talk time less than the short call threshold assigne...

Page 384: ...s including hold time for this skillset Triggers Talk time begins when the call is answered Talk time ends when the caller hangs up or the agent releases the call Pegging Talk time is pegged at the end of the interval for calls that are active at the end of an interval and when the call terminates Type int Length 4 Time Description The time when the data was pegged Type char Length 5 Timestamp Des...

Page 385: ...int Length 4 UserID Description A unique identifier for the agent which is assigned by the server when the agent is added Type binary Length 16 Linkages with other statistics groups You can link agent by skillset statistics to other statistics groups to generate customized reports For more information see When statistics are cumulated on page 361 The following table shows the statistics groups to ...

Page 386: ... Center Data dictionary Standard 2 0 AgentPerformanceStat Timestamp UserID ApplicationStat Timestamp ApplicationID SkillsetStat Timestamp SkillsetID IF you are generating a custom report using THEN the linkage key data field is ...

Page 387: ... see the Call Center Management Guide Note Statistics are collected for all agents you cannot configure the system to collect statistics for selected agents Database views iAgentPerformanceStat dAgentPerformanceStat wAgentPerformanceStat mAgentPerformanceStat Agent state timers All agent state timers are maintained independently For example the following events occur 9 00 00 The agent logs on 9 00...

Page 388: ...time and DN talk time are pegged for the same period Agents and supervisors Agents are linked to reporting supervisors An agent can have only one reporting supervisor at any given time However he or she can have a different supervisor at different times of the day To allow supervisors to monitor all of their reporting agents these statistics allow agents to be linked to multiple supervisors 9 01 2...

Page 389: ...n 1 Succession 1000 switch does not support blind conferences conferences that are completed before the call is presented to the destination phoneset Transfers and conferences to Incalls The Meridian 1 Succession 1000 switch does not support direct transfer to or conference with an Incalls key Field descriptions ACDCallsAnswered Description The number of ACD calls answered by the agent This statis...

Page 390: ...ACD DN and presented to a phoneset acquired by the server Pegging The call is pegged when the conference is completed that is when the conference key is pressed for the second time Type int Length 4 ACDCallsConfToOther Description The number of ACD calls that are conferenced from a phoneset acquired by Symposium Express Call Center to a resource external to the Symposium Express Call Center system...

Page 391: ...posium Express Call Center to a personal DN key on a phoneset acquired by the server Pegging The call is pegged when the transfer is completed that is when the transfer key is pressed for the second time Type int Length 4 ACDCallsTransferredToIncalls Description The number of ACD calls that are transferred from a phoneset acquired by Symposium Express Call Center to an ACD DN and presented to a ph...

Page 392: ...Description The numeric ID the agent uses to log on to the phoneset as defined on the Phoneset User Properties property page Type varchar Length 16 AgentSurName Description The last or surname of the agent as defined on the General User Properties property page Type varchar Length 64 Note If an agent record has been deleted since the data was collected the agent name is blank BreakTime Description...

Page 393: ... DN call Triggers Busy time begins when the agent presses the DN key and ends when the DN call is released Type int Length 4 CallsAnswered Description The number of Symposium Express Call Center calls answered This statistic includes NACD calls routed to a local CDN Pegging Calls are pegged upon answer Restriction This statistic does not include DN ACD or NACD calls answered Busy time begins when ...

Page 394: ...egged as returned to queue if the agent enters another state for example if the agent presses the Not Ready or DN key while a call is being presented Type int Length 4 CallsReturnedToQDueToTimeout Description The number of Symposium Express Call Center calls returned to the associated skillset queue automatically after a wait greater than or equal to the answering timeout for the agent as defined ...

Page 395: ...ng The call is pegged when the conference is completed that is when the conference key is pressed for the second time Type int Length 4 CDNCallsConfToOther Description The number of CDN calls that are conferenced to a resource external to the Symposium Express Call Center system Pegging The call is pegged when the conference is completed that is when the conference key is pressed for the second ti...

Page 396: ...press Call Center Pegging The call is pegged when the transfer is completed that is when the transfer key is pressed for the second time Type int Length 4 CDNCallsTransferredToOther Description The number of CDN calls that are transferred to a resource external to the Symposium Express Call Center system Pegging The call is pegged when the transfer is completed that is when the transfer key is pre...

Page 397: ...e conference is completed that is when the conference key is pressed for the second time Type int Length 4 DNCallsConfToDN Description The number of DN calls that are conferenced from a phoneset acquired by the Symposium Express Call Center to a personal DN on a phoneset acquired by the Symposium Express Call Center Pegging The call is pegged when the conference is completed that is when the confe...

Page 398: ...to agents at a remote node Pegging The call is pegged when the transfer is completed that is when the transfer key is pressed for the second time Type int Length 4 DNCallsTransferredToDN Description The number of DN calls that are transferred from a phoneset acquired by the Symposium Express Call Center to a personal DN on a phoneset acquired by the Symposium Express Call Center Pegging The call i...

Page 399: ...allsTalkTime Description The total time spent on incoming DN external calls including hold time Where agent phonesets have multiple DN keys configured talk time can exceed 15 minutes 900 seconds per interval This happens when an agent answers one DN call places that call on hold then answers another DN call Triggers Talk time begins when the call is answered and ends when the caller hangs up or th...

Page 400: ...s up or the agent releases the call Type int Length 4 DNOutExtCalls Description The total number of DN calls originated by the agent from his or her DN key to a number external to the customer group This statistic includes external parked calls retrieved by an agent Pegging The call is pegged when the agent presses the DN key Type int Length 4 DNOutExtCallsHoldTime Description Stores hold time for...

Page 401: ...m an agent s DN key to an internal number Type int Length 4 DNOutIntCallsTalkTime Description The total time spent on outgoing DN internal calls including hold time Where agent phonesets have multiple DN keys configured talk time can exceed 15 minutes 900 seconds per interval This happens when an agent answers one DN call places that call on hold then answers another DN call Triggers Talk time beg...

Page 402: ...nt Length 4 NACDCallsAnswered Description The number of NACD calls answered by an agent Pegging Calls are pegged upon answer Type int Length 4 NACDCallsTalkTime Description The total time spent on NACD calls by an agent including hold time Triggers Talk time begins when the call is answered and ends when the caller hangs up or the agent releases the call Type int Length 4 Hold time begins when and...

Page 403: ...ACD call Type int Length 4 ReservedTime Description NACD option only The total time the agent was in Reserved state Triggers Reserved time begins when the switch reserves the agent for an NACD call and ends when the call is presented or the agent reservation is cancelled Type int Length 4 RingTime Description The total time an agent spends in the Ring state before answering a Symposium Express Cal...

Page 404: ...ar Length 30 SiteID Description A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 SupervisorGivenName Description The first or given name of the agent s reporting supervisor as defined on the supervisor s General User Properties property page Type varchar Length 64 SupervisorLogin Description The numeric ID the supervisor uses to log o...

Page 405: ...e caller hangs up or the agent releases the call Pegging Talk time is pegged at the end of the interval for calls that are active at the end of an interval and when the call terminates Type int Length 4 Time Description The time when the data was pegged Type char Length 5 Timestamp Description The date and time when the data was pegged For more information about the format of the time stamp in int...

Page 406: ...lapses after a call is released the agent presses the Not Ready key a second time after entering Not Ready state Type int Length 4 WalkawayTime Description The total time an agent is in the Walkaway state Triggers Walkaway time begins when an agent puts a call on Hold and hangs up or unplugs the headset an agent in Not Ready state puts a call on hold Walkaway time ends when the agent takes the pho...

Page 407: ...tistics groups to generate customized reports For more information see When statistics are cumulated on page 361 The following table shows the statistics groups to which agent performance statistics can be linked as well as the data fields used as linkage keys Note You must specify all these fields as your linkage key in the specified order IF you are generating a custom report using THEN the link...

Page 408: ...pt for reporting purposes The Master script and each script it references that is each primary script has an application with a name that is the same as the script name Requirements Configure the server to collect application statistics see the Call Center Management Guide Note Statistics are collected for all applications you cannot configure the system to collect statistics for selected applicat...

Page 409: ...re pegged against the primary application Note All delays including those experienced at the Master_Script application are pegged against the primary application Calls handled by secondary script If a call is handed off to a secondary script all delays and events are pegged against the primary application Pegging thresholds You can define application threshold classes with different values for the...

Page 410: ...includes any time that the caller spends going through menus and listening to announcements before being queued to a skillset Type int Length 4 AnsDelay2 AnsDelay4 AnsDelay6 AnsDelay60 AnsDelay70 AnsDelay80 AnsDelay90 AnsDelay300 AnsDelay360 AnsDelay420 AnsDelay480 AnsDelay540 AnsDelay600 AnsDelayBeyond Description An array of fields divided into incremental periods of time Each field contains the...

Page 411: ...t or primary application depending on the location of the call in the system Type int Length 4 CallsAbandonedAftThreshold Description The number of Symposium Express Call Center calls abandoned for this application after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs Type int Length 4 CallsAbandonedDelay Description The wait tim...

Page 412: ...sium Express Call Center calls answered after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs Type int Length 4 CallsAnsweredDelay Description The wait time experienced by all Symposium Express Call Center calls answered for this application Triggers Delays begin when the Master_Script is initiated Delays end when the call is ans...

Page 413: ...gainst the Master_Script or primary application depending on the location of the call in the system ACD calls are pegged against the ACD_DN_Application NACD calls are pegged against the NACD_DN_Application Type int Length 4 CallsGivenBroadcast Description The number of Symposium Express Call Center calls given broadcast treatment for this application Pegging This statistic is pegged when the Give ...

Page 414: ...eatment for this application Triggers This statistic is pegged when the Disconnect script command is executed Type int Length 4 CallsGivenForceOverflow Description The number of Symposium Express Call Center calls given Force Overflow treatment for this application Triggers This statistic is pegged when the Give Overflow script command is executed Type int Length 4 CallsGivenHostLookup Description...

Page 415: ... Type int Length 4 CallsGivenMusic Description The number of Symposium Express Call Center calls given music treatment through a music route for this application Triggers This statistic is pegged when the Give Music script command is executed Type int Length 4 Restriction The count is not increased if the same call receives this treatment more than once CallsGivenNACD Description The number of Sym...

Page 416: ...on Triggers This statistic is pegged when the Route Call script command is executed Type int Length 4 CallsNACDOut Description The number of Symposium Express Call Center calls that were networked out through an NACD queue and answered at remote switches Triggers This statistic is pegged when a call is routed to the NACD DN Type int Length 4 CallsOffered Description The number of Symposium Express...

Page 417: ...ymposium Express Call Center ACD and NACD calls that were transferred out of this application Pegging Symposium Express Call Center calls are pegged against the Master_Script or primary application depending on the location of the call in the system ACD calls are pegged against the ACD_DN_Application NACD calls are pegged against the NACD_DN_Application Type int Length 4 IVRAbandoned Description T...

Page 418: ...n the caller disconnects Type smallint Length 2 MaxCallsAnsDelay Description The wait time experienced by the Symposium Express Call Center call that waited the longest before being answered Triggers Delays begin when the Master_Script is initiated Delays end when the call is answered Type smallint Length 2 MaxCallsAnsDelayAtSkillset Description The wait time experienced by the Symposium Express C...

Page 419: ...char Length 5 TimeBeforeDefault Description The total time spent in the system by Symposium Express Call Center calls that received default treatment for this application Triggers This field includes the time elapsing between initiation of the Master_Script and treatment Type int Length 4 TimeBeforeForceBusy Description The total time spent in the system by Symposium Express Call Center calls that...

Page 420: ...ion of the Master_Script and treatment Type int Length 4 TimeBeforeInterflow Description The total amount of time that all calls spent in the Master_Script application before being passed to a primary application For the Master_Script application this is the total time for all calls For primary applications this is the total time spent in the Master_Script application by all calls that were answer...

Page 421: ...nterval daily weekly or monthly views see Overview of summarized historical statistics on page 358 Type smalldatetime Length 4 Calculations IVR not treated To calculate the number of calls given IVR that did not complete IVR treatment use the following formula CallsGivenIVR IVRAbandoned IVRTerminated Linkages with other statistics groups You can link application statistics to other statistics grou...

Page 422: ...ust specify all these fields as your linkage key in the specified order IF you are generating a custom report using THEN the linkage key data field is ActivityCodeStat Timestamp ApplicationID AgentByApplicationStat Timestamp ApplicationID SkillsetStat Timestamp ApplicationID ...

Page 423: ...onfigure multiple CDNs in the switch and associate them with the Master script of Symposium Express Call Center Requirements Define CDNs on Symposium Express Call Center Configure the server to collect CDN statistics Note Statistics are collected for all CDNs you cannot configure the system to collect statistics for selected CDNs Database views iCDNStat dCDNStat wCDNStat mCDNStat Field description...

Page 424: ...f the following treatments Disconnect Route Give RAN Give IVR Give Music Type int Length 4 CallsOffered Description The number of Symposium Express Call Center calls offered to this CDN Type int Length 4 CallsTerminated Description The number of Symposium Express Call Center calls for this CDN terminated under one of the following conditions The call was given a Force Busy Force Overflow Force Dis...

Page 425: ...ame of the CDN as defined on the CDN Properties property sheet Type varchar Length 30 Site Description The name of the Symposium Express Call Center site as assigned during installation Type varchar Length 30 SiteID Description A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 Time Description The time when the data was pegged Type cha...

Page 426: ...rd 2 0 Timestamp Description The date and time when the data was pegged For more information about the format of the time stamp in interval daily weekly or monthly views see Overview of summarized historical statistics on page 358 Type smalldatetime Length 4 ...

Page 427: ...service that allows you to identify the dialed number for calls coming in to the call center Typically DNIS numbers are used for 1 800 numbers For example a company may give customers different 1 800 numbers for sales and customer service calls Requirements Define DNISs on Symposium Express Call Center Configure the server to collect DNIS statistics Note Statistics are collected for all DNISs you ...

Page 428: ...eshold on the DNIS Properties property sheet Triggers delays begin when the Master_Script is initiated Type int Length 4 CallsAbandonedDelay Description The total wait time experienced by all Symposium Express Call Center calls abandoned for a DNIS number Triggers Delays begin when the Master_Script is initiated Note The delay time includes any time that the caller spends going through menus and l...

Page 429: ...ced by all Symposium Express Call Center calls answered for a DNIS number Triggers Delays begin when the Master_Script is initiated Note The delay time includes any time that the caller spends going through menus and listening to announcements before being queued to a skillset Type int Length 4 CallsGivenDefault Description The number of Symposium Express Call Center calls given default treatment ...

Page 430: ...ers This statistic is pegged when the Give Overflow script command is executed Type int Length 4 CallsGivenRouteTo Description The number of Symposium Express Call Center calls given Route Call treatment for a DNIS number Triggers This statistic is pegged when the Route Call script command is executed Type int Length 4 CallsNACDOut Description The number of local Symposium Express Call Center call...

Page 431: ... DNIS_PREFIX Description Stores the prefix of a DNIS number It allows you to sort filter and report on individual DNIS 800 numbers Type varchar Length 16 IVRTransferred Description The number of Symposium Express Call Center calls transferred from an IVR session for a DNIS number Type int Length 4 MaxAbandonedDelay Description The wait time experienced by the Symposium Express Call Center call tha...

Page 432: ...h 30 SiteID Description A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 TalkTime Description The total time spent by all agents on Symposium Express Call Center calls for a DNIS number including hold time Triggers The call is pegged when the caller hangs up or the agent releases the call Pegging Talk time is pegged at the end of the ...

Page 433: ...ary Timestamp Description The date and time when the data was pegged For more information about the format of the time stamp in interval daily weekly or monthly views see Overview of summarized historical statistics on page 358 Type smalldatetime Length 4 ...

Page 434: ...g the usage of the specific ports Requirements Define voice ports on Symposium Express Call Center Configure the server to collect IVR port statistics Note Statistics are collected for all IVR ports you cannot configure the system to collect statistics for selected ports Restrictions IVR statistics may not be available if a third party IVR application is used instead of a Meridian Mail or CallPilo...

Page 435: ...lls conferenced out from this IVR port Pegging Type int Length 4 CallsTransferred Description The number of calls transferred out from this IVR port Pegging Type int Length 4 IVRPortID Description A unique number to identify an IVR port which is assigned by the server when the voice port is defined Type varchar Length 30 IVRPortName Description The name of the IVR port as defined on the Voice Port...

Page 436: ...N Properties property sheet Type varchar Length 30 LoggedInTime Description The total time the IVR port is logged on Type int Length 4 NotReadyTime Description The total time spent by the IVR port in the Not Ready state Type int Length 4 Site Description The name of the Symposium Express Call Center site as assigned during installation Type varchar Length 30 SiteID Description A unique identifier ...

Page 437: ...e stamp in interval daily weekly or monthly views see Overview of summarized historical statistics on page 358 Type smalldatetime Length 4 WaitingTime Description The total time the IVR port is idle Type int Length 4 Linkages with other views You can link IVR port statistics to other views to generate customized reports For more information see When statistics are cumulated on page 361 The followi...

Page 438: ...enter Data dictionary Standard 2 0 Note You must specify both of these fields as your linkage key in the specified order If you are generating a custom report using THEN the linkage key data fields are IVRStat Timestamp IVRQueueID ...

Page 439: ...sage of the port resources of an IVR queue Requirements Define IVR ACD DNs on Symposium Express Call Center Configure the server to collect IVR queue statistics Note Statistics are collected for all IVR queues you cannot configure the system to collect statistics for selected IVR queues Restrictions IVR statistics may not be available if you use a third party IVR application instead of Meridian Ma...

Page 440: ...than or equal to the service level threshold for the threshold class to which the IVR ACD DN belongs Type int Length 4 CallsAnsweredDelay Description The total wait time experienced by all the calls answered Triggers The delay begins once a call enters the IVR queue Type int Length 4 CallsConferenced Description The number of calls conferenced out during an IVR session Type int Length 4 CallsNotTr...

Page 441: ... back Type int Length 4 CallsNotTreatedDelay Description The total wait time experienced by all the calls abandoned or pulled back from an IVR queue Triggers The delay begins once a call is queued against the IVR queue and ends when the call is abandoned or pulled back Type int Length 4 CallsOffered Description The number of calls offered to this IVR queue Type int Length 4 CallsTransferred Descri...

Page 442: ...for which the IVR session was interrupted by a script command Type smallint Length 2 IVRQueueID Description A unique number to identify an IVR queue which is assigned by the server when the IVR ACD DN is defined Type varchar Length 7 IVRQueueName Description The name of the IVR queue defined on the IVR ACD DN Properties property sheet Type varchar Length 30 Site Description The name of the Symposi...

Page 443: ... views see Overview of summarized historical statistics on page 358 Type smalldatetime Length 4 Linkages with other statistics groups You can link IVR statistics to other statistics groups to generate customized reports For more information see When statistics are cumulated on page 361 The following table shows the views to which application statistics can be linked as well as the data fields used...

Page 444: ... route statistics Note Statistics are collected for all music and RAN routes you cannot configure the system to collect statistics for selected routes Database views iRANMusicRouteStat dRANMusicRouteStat wRANMusicRouteStat mRANMusicRouteStat Field descriptions RouteAccess Description The number of times a music or RAN route was accessed Each time the route is accessed by a single call this statist...

Page 445: ... of the music or RAN route as defined on the Music RAN Route Properties property sheet Type varchar Length 30 Site Description The name of the Symposium Express Call Center site as assigned during installation Type varchar Length 30 SiteID Description A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 Time Description The time when the ...

Page 446: ...rd 2 0 Timestamp Description The date and time when the data was pegged For more information about the format of the time stamp in interval daily weekly or monthly views see Overview of summarized historical statistics on page 358 Type smalldatetime Length 4 ...

Page 447: ...oute statistics Note Statistics are collected for all routes you cannot configure the system to collect statistics for selected routes Pegging CallsBlockedByAllTrunksBusy statistics apply to multiple routes and are therefore pegged against the Default_Route 999 Database views iRouteStat dRouteStat wRouteStat mRouteStat Field descriptions AllTrunksBusy Description The number of times all trunks in ...

Page 448: ...ned Type int Length 4 RouteName Description The name of the route as defined on the Route Properties property sheet Type varchar Length 30 Site Description The name of the Symposium Express Call Center site as assigned during installation Type varchar Length 30 SiteID Description A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 Time D...

Page 449: ...ary Timestamp Description The date and time when the data was pegged For more information about the format of the time stamp in interval daily weekly or monthly views see Overview of summarized historical statistics on page 358 Type smalldatetime Length 4 ...

Page 450: ...or more information see When statistics are cumulated on page 361 The following table shows the views to which application statistics can be linked as well as the data fields used as a linkage key Note You must specify both of these fields as your linkage key in the specified order IF you are generating a custom report using THEN the linkage key data fields are TrunkStat Timestamp RouteID ...

Page 451: ...pplication you can create a custom report using this view Field descriptions DBName Description The name of the database Symposium Express Call Center uses three databases Master Contains Sybase control information blue Contains all server configuration information and interval daily weekly and monthly statistics Call by call CBC Contains call by call data if you have configured your server to col...

Page 452: ...ee space in the database in Mbytes Type float Length 8 UsedSpace Description The current data volume in the database in Mbytes Type float Length 8 Float field The following table contains a description of the float field type Field type Description Value range Length Float integer 1 to 100 000 8 bytes ...

Page 453: ... Pegging Symposium Express Call Center calls are pegged against the Master_Script or primary application depending on the location of the call in the system and against the answering skillset or the Agent Queue To skillset if the call was queued to a specific agent ACD calls are pegged against the ACD_DN_Application and either the skillset to which this ACD DN is mapped on the General Skillset Pro...

Page 454: ...System_Application Type int Length 4 AllAgentBusyTime Description The total time that all agents assigned this skillset were busy with calls or no agents were logged on Pegging This field is only pegged against the System_Application Type int Length 4 Application Description The name of the application to which this skillset is assigned as defined on the Application Properties property sheet Type ...

Page 455: ...property page if defined or the Default_NACD_Skillset Restriction This statistic does not include DN calls handled by agents assigned to this skillset Type int Length 4 CallsAnsweredAfterThreshold Description The number of Symposium Express Call Center calls answered after a wait greater than or equal to the service level threshold for the threshold class to which the skillset belongs Pegging Symp...

Page 456: ...red to this skillset This statistic is not incremented if the same call is offered to this skillset again Triggers Calls are pegged against the Master_Script application upon arrival and against a primary application when the Master_Script application hands over control Note If a call is offered to multiple skillsets this statistic is pegged multiple times Type int Length 4 MaxAnsweredDelay Descri...

Page 457: ...on A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 Skillset Description The name of the skillset as defined on the General Skillset Properties property sheet Type varchar Length 30 SkillsetAbandoned Description The number of Symposium Express Call Center calls abandoned for this skillset This statistic does not include calls abandone...

Page 458: ...nt Length 4 SkillsetID Description A unique number to identify a skillset which is assigned by the server when the skillset is added Type int Length 4 Time Description The time when the data was pegged Type int Length 4 Timestamp Description The date and time when the data was pegged For more information about the format of the time stamp in interval daily weekly or monthly views see Overview of s...

Page 459: ...enerate customized reports For more information see When statistics are cumulated on page 361 The following table shows the statistics groups to which skillset statistics can be linked as well as the data fields used as linkage keys Note You must specify both of these fields as your linkage key in the specified order IF you are generating a custom report using THEN the linkage key data field is Ac...

Page 460: ...t trunk statistics Note Statistics are collected for all trunks you cannot configure the system to collect statistics for selected trunks Database views iTrunkStat dTrunkStat wTrunkStat mTrunkStat Field descriptions CallsAbandoned Description The number of Symposium Express Call Center calls abandoned while waiting on this trunk Type int Length 4 CallsAbandonedDelay Description The total wait time...

Page 461: ...came in through a trunk Triggers For Symposium Express Call Center calls delays begin when the Master_Script is initiated Type int Length 4 CallsOffered Description The number of Symposium Express Call Center calls offered to this trunk Triggers Calls are pegged upon arrival Type int Length 4 OccupancyTime Description The total time the trunk was occupied with Symposium Express Call Center calls T...

Page 462: ... The name of the Symposium Express Call Center site as assigned during installation Type varchar Length 30 SiteID Description A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 Time Description The time when the data was pegged Type char Length 5 Timestamp Description The date and time when the data was pegged For more information about...

Page 463: ...s to other views to generate customized reports For more information see When statistics are cumulated on page 361 The following table shows the views to which application statistics can be linked as well as the data fields used as a linkage key Note You must specify both of these fields as your linkage key in the specified order IF you are generating a custom report using THEN the linkage key dat...

Page 464: ...464 Symposium Express Call Center Data dictionary Standard 2 0 ...

Page 465: ...rts and Displays Guide 465 March 2005 Datadictionary Section B Event statistics In this section Overview of event statistics 466 eAgentLoginStat view 467 eCallbyCallStat views 470 eIVRPortLoginStat view 479 ...

Page 466: ...iews Event statistics are accessible through database views A database view is a logical representation of the database which is used to organize information in the database for your use When statistics are cumulated Event statistics are cumulated as the events occur and written to the database at the end of each pegging interval that is every 15 minutes Storage duration The following table indica...

Page 467: ...Note Statistics are collected for all agents you cannot configure the system to collect statistics for selected agents Database view eAgentLoginStat Field descriptions AgentGivenName Description The first or given name of the agent as defined on the General User Properties property page Type varchar Length 64 AgentLogin Description The numeric ID the agent uses to log on to the phoneset as defined...

Page 468: ...For events of type walkaway the amount of time the agent was in the Walkaway state For all other event types this field contains zeros Type int Length 4 Event Type Description A unique identifier for an agent event Valid values LI Login LO Logout WW Walkaway RT Return from walkaway Type char Length 2 PositionID Description A unique identifier for the agent s position ID as received from the switch...

Page 469: ...Center site which is assigned by the server Type int Length 4 Time Description The time of the event Type char Length 8 Timestamp Description The date and time when the data was pegged Type datetime Length 8 UserID Description A unique identifier for the agent which is assigned by the server when the agent is added Type binary Length 16 ...

Page 470: ...o it It also provides a means of monitoring the performance of a specified agent application or skillset Requirements Configure the server to collect call by call statistics and select the applications for which statistics will be collected Restrictions The amount of data generated for call by call statistics is very large therefore the time required to generate a report using call by call statist...

Page 471: ...another call was placed the DNIS number for an incoming call Type varchar Length 40 CallEvent Description A unique identifier for the type of call event Type int Length 4 CallEventName Description The type of call event For a complete list of call events that can be collected refer to Call events on page 473 Type varchar Length 80 CallID Description A unique number that identifies a call which is ...

Page 472: ...and an ANI CLID site ID or activity code or reasons for the event Type varchar Length 40 Site Description The name of the Symposium Express Call Center site as assigned during installation Type varchar Length 30 SiteID Description A unique number that identifies the switch on the network as received from the switch Note SQL does not support signed integers Therefore site IDs may appear negative in...

Page 473: ...gth 8 Timestamp Description The date and time when the data was pegged Type datetime Length 8 Call events The following table lists the call event types and the field contents for each one Call event Source Destination Associated data Event data ACD Call Answered ACD DN agent ID NULL NULL ACD Call On Hold NULL NULL NULL NULL ACD Call Released NULL NULL NULL NULL ACD Call Restored NULL NULL NULL NU...

Page 474: ... Entered IVR Queue application ID IVR queue ID NULL NULL Call Not Treated At IVR Queue IVR queue ID NULL NULL NULL Call On Hold NULL NULL NULL NULL Call On Hold At IVR Port IVR port ID NULL NULL NULL Call Presented NULL agent ID NULL NULL Call PriorityChanged At NACD queue NACD DN NULL new priority NULL Call Priority Changed At Skillset skillset ID NULL new call priority NULL Call Removed From NAC...

Page 475: ...rity dequeue reason queue time duration reason can be one of the following ABANDONED PRESENTED SK_SET_OUT_OF_ SERVICE CANCELLED NET_NODE_BLOC KED NET_ALREADY_SE RVICED and UNKNOWN DN Call Answered calling number NULL DN call type int or ext NULL DN Call Initiated NULL dialed number DN call type int or ext NULL DN Call On Hold NULL NULL NULL NULL DN Call Released NULL NULL NULL NULL DN Call Restore...

Page 476: ...ID NULL IVR queue ID NULL Give Music application ID route ID NULL NULL Give Music Completed route ID application ID NULL duration time Give NACD application ID NACD DN NULL NULL Give RAN application ID route ID NULL NULL Give RAN Completed route ID application ID NULL duration time Give Ringback NULL NULL NULL NULL Give Silence NULL NULL NULL NULL Handed Over to Master Application CDN Application ...

Page 477: ...normal call NORM for transferred conferenced call TRANF CONF intercall ID NULL NACD Call Answered NACD DN agent ID NULL NULL NACD Call On Hold NULL NULL NULL NULL NACD Call Released NACD DN Application ID if applicable for normal NACD call NORM for transferred call TRANF intercall ID NULL NACD Call Restored NULL NULL NULL NULL Play Prompt NULL NULL NULL voice file name language ID Play Prompt Ende...

Page 478: ...rst time queued YES or NO Queued To Skillset Application ID if applicable skillset ID call priority first time queued YES or NO Returned From IVR IVR queue ID application ID NULL NULL Returned To Skillset agent ID NULL return to queue reason NULL Send Info To Host NULL NULL Host Name NULL Script Handed Off source application ID destination application ID NULL NULL Call event Source Destination Ass...

Page 479: ...ributed while in service and out of service Requirements Define IVR ports on Symposium Express Call Center Configure the server to collect IVR port statistics Note Statistics are collected for all IVR ports you cannot configure the system to collect statistics for selected ports Database view eIVRPortLoginStat Field descriptions Event Type A unique identifier for an IVR port event Valid values log...

Page 480: ... Site Description The name of the Symposium Express Call Center site as assigned during installation Type varchar Length 30 SiteID Description A unique identifier for the Symposium Express Call Center site which is assigned by the server Type int Length 4 Time Description The time when the data was pegged Type char Length 8 Timestamp Description The date and time when the event occurred Type datet...

Page 481: ...pplicationThresholdTemplate view 499 CDN view 501 CodeToMessage view 503 DNIS view 504 DNISThresholdTemplate view 506 Formula view 507 HistoricalStatCollection view 509 HistoricalStatDuration view 513 HistoricalStatStorage view 515 IVRPort view 517 IVRQueue view 519 IVRThresholdTemplate view 521 PhonesetDisplay view 523 RealTimeColumn view 524 RealTimeStatCollection view 526 RealTimeTemplate view ...

Page 482: ...iableProperties view 543 ScriptVariables view 545 Skillset view 547 SkillsetByAgent view 550 SkillsetByAssignment view 552 SkillsetThresholdTemplate view 555 SummaryThresholdTemplate view 557 Supervisor view 559 SupervisorAgentAssignment view 562 SupervisorByAssignment view 564 SwitchPort view 567 UserTemplate view 569 UserThresholdTemplate view 571 Views view 573 ...

Page 483: ...information in the database for your use Unsupported data The following types of data are unavailable in Symposium Express Call Center Threshold classes Therefore the ApplicationThresholdTemplate ApplicationTemplate RouteThresholdTemplate SkillsetThresholdTemplate SummaryThresholdTemplate and UserThresholdTemplate views are not applicable scheduled agent to skillset and agent to supervisor assignm...

Page 484: ...y page if any Type varchar Length 127 CreateDeleteAccess Description Shows whether the user can add or remove objects of this type Type char Length 1 CreateDeleteAgentAccess Description Shows whether the user can add or remove agents Type char Length 1 CreateDeleteAllAgentAccess Description Shows whether the user can add or remove all agents Type char Length 1 ExecuteAccess Description Shows wheth...

Page 485: ...all agents Type char Length 1 GivenName Description The desktop user s first or given name as defined on the General User Properties property page Type varchar Length 64 GroupName Description The access class to which the desktop user belongs Type varchar Length 40 ObjectKey Description A unique identifier for a function for which the user has been assigned access rights Type varchar Length 40 Obj...

Page 486: ...Length 1 ReadAgentAccess Description Shows whether the user has view access for his or her reporting or associated agents Type char Length 1 ReadAllAgentAccess Description Shows whether the user has view access for all agents Type char Length 1 SurName Description The desktop user s last or surname as defined on the General User Properties property page Type varchar Length 64 WriteAccess Descripti...

Page 487: ... 2005 Datadictionary WriteAgentAccess Description Shows whether the user has modify access for his or her agents Type char Length 1 WriteAllAgentAccess Description Shows whether the user has modify access for all agents Type char Length 1 ...

Page 488: ...e activity codes and their assigned names Field descriptions ActivityCode Description The number assigned to the activity code on the Activity Code Properties property sheet Type nvchar Length 32 Name Description The name assigned to the activity code on the Activity Code Properties property sheet Type varchar Length 30 ...

Page 489: ...h the agent belongs Type char Length 1 CallForceOption Description Shows whether the call force option is enabled for the call presentation class to which this agent belongs Type char Length 1 CallForceDelayTimer Description The time that elapses before a call is automatically presented to an agent This option is defined for the call presentation class to which the agent belongs Type int Length 4 ...

Page 490: ...ty page Type varchar Length 64 PersonalDN Description The agent s personal DN if any as defined on the Phoneset User Properties page Type varchar Length 32 ReturnToQueueMode Description The mode of the agent s phoneset after returning a call to the queue Type varchar Length 80 ReturnToQueueOnNoAnswer Description Shows whether unanswered calls are returned to the queue Type char Length 1 ReturnToQu...

Page 491: ... from the switch Type varchar Length 30 SwitchPortName Description The switch port name of the phoneset at which the agent is logged on as received from the switch Type varchar Length 30 TelsetLoginID Description The numeric ID that the agent uses to log on to the phoneset as defined on the Phoneset User Properties property page Type varchar Length 16 TemplateID Description A unique ID for the age...

Page 492: ...reshold class is added The threshold class is assigned to the agent on the Threshold Class User Properties property page Type varchar Length 30 ThresholdTemplateName Description The threshold class assigned to the agent on the Threshold Class User Properties property page Type varchar Length 30 Title Description The agent s title as defined on the General User Properties property page Type varchar...

Page 493: ...Reports and Displays Guide 493 March 2005 Datadictionary UserID Description A unique ID for the agent which is assigned by the server when the agent is added Type binary Length 16 ...

Page 494: ...which is assigned by the server when the application is defined Type int Length 4 CallByCall Description Shows whether the collection of call by call statistics for this application is enabled on the Call by Call Historical Statistic Configuration property page Type tinyint Length 1 Name Description The name of the application as defined on the General Application Properties property page Type var...

Page 495: ...atadictionary TemplateID Description A unique ID for the application s threshold class assigned when the threshold class is added The threshold class is assigned to the agent on the Threshold Class User Properties property page Type int Length 4 ...

Page 496: ...ript that directs a call to another secondary script Child script definition A child script is a secondary script to which a primary script or another secondary script directs a call Field descriptions ChildComment Description Not used in this version Type varchar Length 80 ChildName Description The name of the referenced script Type varchar Length 30 ChildStatus Description The status of the refe...

Page 497: ...of the user who created the referencing script Type varchar Length 30 ParentComment Description Not used in this version Type varchar Length 80 ParentName Description The name of the referencing script Type varchar Length 30 ParentStatus Description The status of the referencing script Type varchar Length 80 ParentUserFirstName Description The first or given name of the user who created the refere...

Page 498: ...498 Symposium Express Call Center Data dictionary Standard 2 0 ParentUserLastName Description The family or surname of the user who created the referencing script Type varchar Length 30 ...

Page 499: ...ationTemplate view Field descriptions Field Description A field for which a threshold is defined in the threshold class to which the application belongs Type varchar Length 80 Level1 Description The low end of the normal range for the field Type int Length 4 Level2 Description The high end of the normal range for the field Type int Length 4 Name Description The name of the threshold class to which...

Page 500: ... 2 0 ServiceLevelThreshold Description The service level threshold for the threshold class Type int Length 4 TemplateID Description A unique identifier for the threshold class which is assigned by the server when the threshold class is added Type int Length 4 ...

Page 501: ...Acquire Description Shows whether there is a request to acquire the CDN Type char Length 1 CDN Description The number assigned to the CDN on the CDN Properties property sheet Type varchar Length 7 Name Description The name assigned to the CDN on the CDN Properties property sheet Type varchar Length 30 Status Description The status of the CDN Type varchar Length 80 ...

Page 502: ...502 Symposium Express Call Center Data dictionary Standard 2 0 Type Description The call type Valid values Local Type varchar Length 80 ...

Page 503: ...his view is used internally by the program Field descriptions Category Description A system defined classification for the status code Type varchar Length 30 Code Description The numeric status code value Type int Length 4 Msg Description The corresponding message text Type varchar Length 80 ...

Page 504: ...r when the DNIS is defined Type varchar Length 16 DNIS_PREFIX Description Stores the prefix of a DNIS number It allows you to sort filter and report on individual DNIS 800 numbers Type varchar Length 16 Name Description The name of a DNIS as defined on the DNIS Properties property sheet Type varchar Length 30 ServiceLevelThreshold Description The service level threshold for the DNIS as defined on ...

Page 505: ...isplays Guide 505 March 2005 Datadictionary TemplateID Description A unique identifier for the threshold class assigned to this DNIS The system contains a single system defined DNIS threshold class Type int Length 4 ...

Page 506: ...d class The system contains a single system defined threshold class Field descriptions Name Description The system defined name of the threshold class Type varchar Length 30 ServiceLevelThreshold Description The service level threshold for the threshold class Type int Length 4 TemplateID Description The system defined unique identifier for the threshold class Type int Length 4 ...

Page 507: ...cs fields with mathematical operators Field descriptions Class Description The class to which the formula belongs Type varchar Length 80 Comment Description Additional information about the formula if any as defined on the Formula Properties property sheet Type varchar Length 127 Definition Description The standard formulas used to create the custom formula Type varchar Length 255 Format Descripti...

Page 508: ...enter Data dictionary Standard 2 0 FormulaID Description A unique identifier for a formula which is assigned by the server when the formula is added Type int Length 4 Name Description The name of the formula Type varchar Length 30 ...

Page 509: ...hows whether statistics in the activity code statistics group will be collected Type char Length 1 AgentByApplication Description Shows whether statistics in the agent by application statistics group will be collected Type char Length 1 AgentLogin Description Shows whether statistics in the agent logon and logoff statistics group will be collected Type char Length 1 AgentPerformance Description Sh...

Page 510: ...ether statistics in the CDN statistics group will be collected Type char Length 1 DNIS Description Shows whether statistics in the DNIS statistics group will be collected Type char Length 1 IVR Description Shows whether statistics in the IVR statistics group will be collected Type char Length 1 IVRPort Description Shows whether statistics in the IVR port statistics group will be collected Type cha...

Page 511: ...ute statistics group will be collected Type char Length 1 Route Description Shows whether statistics in the route statistics group will be collected Type char Length 1 Skillset Description Shows whether statistics in the skillset statistics group will be collected Type char Length 1 SkillsetByAgent Description Shows whether statistics in the agent by skillset statistics group will be collected Typ...

Page 512: ...512 Symposium Express Call Center Data dictionary Standard 2 0 Trunk Description Shows whether statistics in the trunk statistics group will be collected Type char Length 1 ...

Page 513: ...of business days per week for which the system collects historical statistics data Type smallint Length 2 BusinessHoursPerDay Description The number of hours per business day that the system collects historical statistics data Type smallint Length 2 DaysofAgentLogin Description The number of days agent logon statistics are stored by the system Type smallint Length 2 DaysOfCallByCall Description Th...

Page 514: ...IVR port logon statistics are stored by the system Type smallint Length 2 DaysOfSkillsetState Description Not used in this version FirstDayOfWeek Description The day defined as the first day of the business week This is the day that weekly statistics are cumulated for the previous week Type varchar Length 80 MonthsOfMonthly Description The number of months monthly statistics are stored by the syst...

Page 515: ...rive Where properties are defined Historical Statistics Storage Properties are defined on the Historical Statistics Configuration property page Field descriptions Configured Description The value configured for this parameter on the Historical Statistics Configuration property sheet Type int Length 4 Parameter Description The name of the parameter Type varchar Length 80 Purchased Description The p...

Page 516: ...ctionary Standard 2 0 System Description The measured value for this parameter This is the number currently in use on the system For example if the system value for the Active Agents is 3 then 3 agents are currently logged on Type int Length 4 ...

Page 517: ...whether there is a request to acquire the voice port Type char Length 1 IVRPortID Description A unique identifier for the voice port which is assigned by the server when the port is added Type varchar Length 16 IVRQueueID Description The threshold class to which the IVR queue is assigned Type varchar Length 7 Name Description The name of the voice port as defined on the Voice Port Properties prope...

Page 518: ...witchID Description The switch ID of an IVR port as received from the switch Type int Length 4 SwitchPortAddress Description The switch address of the IVR port as received from the switch Type varchar Length 40 SwitchPortName Description The name assigned to the IVR port on the switch as received from the switch Type varchar Length 30 ...

Page 519: ... IVR ACD DN Type char Length 1 IVRQueueID Description A unique identifier for the IVR ACD DN which is assigned by the server when the IVR ACD DN is added Type varchar Length 7 Name Description The name of the IVR ACD DN as defined on the IVR ACD DN Properties property page Type varchar Length 30 ServiceLevelThreshold Description The service level threshold for the threshold class to which the IVR ...

Page 520: ...ess Call Center Data dictionary Standard 2 0 Status Description The status of the IVR ACD DN Type varchar Length 80 TemplateID Description The name of the threshold class to which the IVR ACD DN belongs Type int Length 4 ...

Page 521: ...ion The name of field for which a threshold is defined in the threshold class Type varchar Length 80 FieldID Description A unique identifier for the field which is assigned by the server when you define a threshold value for the field Type int Length 4 Level1 Description The low end of the normal range for the field Type int Length 4 Level2 Description The high end of the normal range for the fiel...

Page 522: ...IVR threshold class Type varchar Length 30 ServiceLevelThreshold Description The service level threshold for this threshold class Type int Length 4 TemplateID Description A unique identifier for the threshold class which is assigned by the server when the threshold class is added Type int Length 4 ...

Page 523: ...splayTypeName Description The type of display the phoneset uses Valid values 1 x 40 Alphanumeric 1 x 16 Alphanumeric 1 x 18 or 1 x 24 Alphanumeric 1 x 12 Numeric Type varchar Length 80 FieldName Description The name of the field displayed on the phoneset Type varchar Length 80 Row Description The row in which the field appears Type smallint Length 2 Width Description The display width for the fiel...

Page 524: ...d descriptions Column Description The column number of a field that appears on a real time display definition Type smallint Length 2 Format Description The format of the column Valid values text numeric time bar chart Type varchar Length 80 FormulaID Description A unique identifier for the formula used in this column which is assigned by the server when the formula is added Type int Length 4 ...

Page 525: ...ifier for a real time display definition which is assigned by the server when the real time display definition is added Type int Length 4 ScaleFrom Description For columns with bar format only The minimum scale value to be reported in this column Type smallint Length 2 ScaleTo Description For columns with bar format only The maximum scale value to be reported in this column Type smallint Length 2 ...

Page 526: ... date mode In interval to date mode statistics are collected only for the current interval defined on the Real time Statistics Configuration property sheet When the interval is over data fields initialize to zero and collection begins for the next interval Field descriptions IntervalDuration Description The interval duration for collecting real time statistics applies only to statistics collected ...

Page 527: ...at Type char Length 1 ITDIVR Description Shows whether IVR statistics appear using the interval to date format Type char Length 1 ITDRoute Description Shows whether route statistics appear using the interval to date format Type varchar Length 80 ITDSkillset Description Shows whether skillset statistics appear using the interval to date format Type varchar Length 80 MinRefreshRate Description The m...

Page 528: ...ether application statistics appear using the moving window format Type char Length 1 MWIVR Description Shows whether IVR statistics appear using the moving window format Type char Length 1 MWRoute Description Shows whether route statistics appear using the moving window format Type varchar Length 80 MWSkillset Description Shows whether skillset statistics appear using the moving window format Typ...

Page 529: ...to which the real time display definition belongs Type varchar Length 80 Name Description The name of the real time display definition Type varchar Length 30 RefreshRate Description The refresh rate defined for the real time display definition Type int Length 4 TemplateID Description A unique identifier for a real time display definition which is assigned by the server when the real time display d...

Page 530: ...Symposium Express Call Center Data dictionary Standard 2 0 ViewMode Description The view mode defined for the real time display definition Valid values Moving Window Interval To Date Type varchar Length 80 ...

Page 531: ...riptions Acquire Description Shows whether there is a request to acquire or deacquire the route Type char Length 1 Name Description The name of the route as defined on the Route Properties property page Type varchar Length 30 RouteID Description The route number Type int Length 4 Status Description The status of the route Type varchar Length 80 ...

Page 532: ...ss Call Center Data dictionary Standard 2 0 TemplateID Description A unique identifier for the threshold class to which the route belongs which is assigned by the server when the threshold class is added Type int Length 4 ...

Page 533: ...tion The name of the field for which a threshold is defined in the threshold class Type varchar Length 80 FieldID Description A unique identifier for the field which is assigned by the server when you define a threshold value for the field Type int Length 4 Level1 Description The low end of the normal range for the field Type int Length 4 Level2 Description The high end of the normal range for the...

Page 534: ...nary Standard 2 0 Name Description The name of the route threshold class Type varchar Length 30 TemplateID Description A unique identifier for the threshold class which is assigned by the server when the threshold class is added Type int Length 4 ...

Page 535: ...h is assigned by the server when the assignment is added Type int Length 4 AssignName Description The name of the agent to skillset assignment as defined on the General Agent to Skillset Properties property page Type varchar Length 64 Comment Description The comments defined on the General Agent to Skillset Properties property page if any Type varchar Length 127 ErrorCode Description A numeric val...

Page 536: ...en this assignment is run This identifier is assigned by the server when the skillset is added Type int Length 4 SkillsetName Description The name of the skillset to which the agent is assigned when the assignment is run as defined on the General Skillset Properties property page Type varchar Length 64 SkillsetState Description The current state of the skillset Valid values Standby Active Type var...

Page 537: ...perty page Type varchar Length 64 UserID Description A unique ID for the agent which is assigned by the server when the agent is added Type binary Length 16 UserSurName Description The family or surname of the agent as defined on the General User Properties property page Type varchar Length 64 UserTelsetLogin Description The numeric ID the agent uses to log on to the phoneset as defined on the Gen...

Page 538: ...he agent which is assigned by the server when the agent is added Type binary Length 16 AssignID Description A unique identifier for the assignment which is assigned by the server when the assignment is added Type int Length 4 AssignName Description The name of the agent to supervisor assignment as defined on the General Agent to Supervisor Assignment Properties property page Type varchar Length 64...

Page 539: ...the assignment last ran if any Type int Length 4 Status Description The status of the agent to supervisor assignment Valid values Edited Saved Ran OK Ran with error Scheduled Never scheduled Duplicate assignment entry Type varchar Length 80 SupervisorGivenName Description The given or first name of the supervisor to which the user is assigned when this assignment is run as defined on the General U...

Page 540: ...s assigned by the server when the supervisor is added Type binary Length 16 SupervisorSurName Description The family or surname of the supervisor to which the user is assigned when this assignment is run as defined on the General User Properties property page for the supervisor Type varchar Length 64 Type Description The assignment type Valid values P Reporting S Associated Type char Length 1 ...

Page 541: ...erty sheet if any Type varchar Length 30 GivenName Description The first or given name of the user who performed the most recent action on the script Type varchar Length 30 LastModified Description The date when the most recent action was performed on the script Type datetime Length 8 Name Description The name of the script as defined in the Scripts window Type varchar Length 30 Owner Description ...

Page 542: ...he script is added Type int Length 4 Status Description The status of the variable Valid values Activated Deactivated Type varchar Length 80 SurName Description The last or surname of the user who performed the most recent action on the script Type varchar Length 30 Type Description The type of script Valid values Local Master Primary Secondary Type varchar Length 80 ...

Page 543: ...riptions Class Description The name of the variable class to which this variable belongs Valid values Item Set Of Values Type varchar Length 80 Comment Description Not used Grouping Description The name of the variable group to which this variable belongs Valid values Global Variable Call Variable Type varchar Length 80 Name Description The name of the script variable Type varchar Length 30 ...

Page 544: ...ress Call Center Data dictionary Standard 2 0 Status Description The status of the variable Valid values Activated Deactivated Type varchar Length 80 Type Description The data type of the variable Type varchar Length 80 ...

Page 545: ... status and type of any scripts that use that variable Field descriptions Script Description The name of a script that uses this variable as defined in the Scripts window Type varchar Length 32 ScriptStatus Description The status of the script Valid values Edited Validated Activated Type varchar Length 80 ScriptType Description The type of script Valid values Local Master Primary Secondary Type va...

Page 546: ...Variable Description The name of the script variable Type varchar Length 30 VariableStatus Description The status of the variable Valid values Activated Deactivated Type varchar Length 80 VariableType Description The data type of the variable Type varchar Length 80 ...

Page 547: ... varchar Length 32 CallAgePreference Description The call age preference for a skillset Valid values 18 Oldest 19 First in Queue any other value None Type smallint Length 2 CallRequestQueueSize Description The maximum number of calls that can be queued to this skillset Type int Length 4 CallRequestQueueSizeThreshold Description The number by which queued calls must decrease before more calls will ...

Page 548: ...rties property page Type varchar Length 7 IdleAgentsPriority Description The agent idle time preference defined on the Global Settings dialog box Type smallint Length 2 MinShortCallDelay Description The short call threshold for the threshold class to which the skillset belongs Calls with a talk time less than this value are considered to be short calls Type int Length 4 NightServiceType The night ...

Page 549: ...s defined on the Skillset Properties property sheet Type varchar Length 30 SkillsetID Description A unique identifier for the skillset which is assigned by the server when the skillset is added Type varchar Length 30 TemplateID Description A unique identifier for the threshold class to which the skillset belongs which is assigned by the server when the threshold class is added Type int Length 4 Us...

Page 550: ...gent priority for the skillset Field descriptions Priority Description The agent s priority for this skillset Range 1 48 where 1 is the highest priority and 48 is the lowest priority Type tinyint Length 1 SkillsetID Description A unique identifier for the skillset assigned when the skillset is added Type int Length 4 SkillsetState Description The skillset state Valid values Standby Active Type var...

Page 551: ...eports and Displays Guide 551 March 2005 Datadictionary UserID Description A unique ID for an agent assigned to this skillset which is assigned by the server when the agent is added Type binary Length 16 ...

Page 552: ...ent which is assigned by the server when the assignment is added Type int Length 4 AssignName Description The name of the agent to skillset assignment as defined on the General Agent to Skillset Assignment property page Type varchar Length 64 Comment Description The comments defined on the General Agent to Skillset Assignment property page if any Type varchar Length 127 ErrorCode Description A num...

Page 553: ...this assignment is run This identifier is assigned by the server when the skillset is added Type int Length 4 SkillsetName Description The name of the skillset to which the agent is assigned when the assignment is run as defined on the General Skillset Properties property page Type varchar Length 64 SkillsetState Description The current state of the skillset Valid values Standby Active Type varcha...

Page 554: ...roperty page Type varchar Length 64 UserID Description A unique ID for the agent which is assigned by the server when the agent is added Type binary Length 16 UserSurName Description The family or surname of the agent as defined on the General User Properties property page Type varchar Length 64 UserTelsetLoginID Description The numeric ID the agent uses to log on to the phoneset as defined on the...

Page 555: ...scription The name of the field for which a threshold is defined in the threshold class Type varchar Length 80 FieldID Description A unique identifier for the field which is assigned by the server when you define a threshold value for the field Type int Length 4 Level1 Description The low end of the normal range for the field Type int Length 4 Level2 Description The high end of the normal range fo...

Page 556: ... int Length 4 Name Description The name of the skillset threshold class Type varchar Length 30 ServiceLevelThreshold Description The service level threshold for this threshold class Type int Length 4 TemplateID Description A unique identifier for the threshold class which is assigned by the server when the threshold class is added Type int Length 4 ...

Page 557: ...ription The name of field for which a threshold is defined in the threshold class Type varchar Length 80 FieldID Description A unique identifier for the field which is assigned by the server when you define a threshold value for the field Type int Length 4 Level1 Description The low end of the normal range for the field Type int Length 4 Level2 Description The high end of the normal range for the ...

Page 558: ...nary Standard 2 0 Name Description The name of the nodal threshold class Type varchar Length 30 TemplateID Description A unique identifier for the threshold class which is assigned by the server when the threshold class is added Type int Length 4 ...

Page 559: ...age if any Type varchar Length 127 Department Description The department to which the supervisor belongs as defined on the General User Properties property page for the supervisor Type varchar Length 64 GivenName Description The given or first name of the supervisor as defined on the General User Properties property page for the supervisor Type varchar Length 64 PCLoginName Description The supervi...

Page 560: ...eset at which the supervisor is logged on received from the switch Type int Length 4 SwitchPortAddress Description The switch port address of the phoneset at which the supervisor is logged on received from the switch Type varchar Length 30 SwitchPortName Description The switch port name of the phoneset at which the supervisor is logged on as received from the switch Type varchar Length 30 TelsetLo...

Page 561: ...Description A unique identifier for the threshold class to which the supervisor belongs which is assigned by the server when the threshold class is added Type int Length 4 ThresholdTemplateName Description The name of the threshold class to which the supervisor belongs Type nvarchar Length 30 Title Description The supervisor s title as defined on the General User Properties property page for the s...

Page 562: ...Description The first or given name of an assigned agent as defined on the General User Properties property page for the agent Type varchar Length 64 AgentSurName Description The family or surname of the agent as defined on the General User Properties property page for the agent Type varchar Length 64 AgentTelsetLoginID Description The numeric ID that the agent uses to log on to the phoneset as de...

Page 563: ...operty page for the supervisor Type varchar Length 64 SupervisorTelsetLoginID Description The numeric ID the supervisor uses to log on at the phoneset as defined on the Phoneset User Properties property page for the supervisor Type varchar Length 16 SupervisorUserID Description A unique ID for the supervisor which is assigned by the server when the supervisor is added Type binary Length 16 Type De...

Page 564: ...e agent which is assigned by the server when the agent is added Type binary Length 16 AssignID Description A unique identifier for the assignment which is assigned by the server when the assignment is added Type int Length 4 AssignName Description The name of the agent to supervisor assignment as defined on the Agent to Supervisor Assignment Properties property sheet Type varchar Length 64 AssignT...

Page 565: ...nment last ran if any Type int Length 4 Status Description The status of the agent to supervisor assignment Valid values Edited Saved Ran OK Ran with error Scheduled Never scheduled Duplicate assignment entry Type varchar Length 80 SupervisorGivenName Description The given or first name of the supervisor to which the user is assigned when this assignment is run as defined on the General User Prope...

Page 566: ...ned by the server when the supervisor is added Type binary Length 16 SupervisorSurName Description The family or surname of the supervisor to which the user is assigned when this assignment is run as defined on the General User Properties property page for the supervisor Type varchar Length 64 Type Description The assignment type Valid values P Reporting S Associated Type varchar Length 80 ...

Page 567: ... or deacquire the route Type char Length 1 Name Description The switch port name of the phoneset at which the agent is logged on as received from the switch Type varchar Length 30 PortAddress Description The switch port address of the phoneset at which the agent is logged on as received from the switch Type varchar Length 30 PositionID Description A unique identifier for the agent s position ID as...

Page 568: ...d 2 0 Status Description The status of the phoneset Type varchar Length 80 SwitchID Description The switch ID of the phoneset at which the agent is logged on received from the switch Type int Length 4 Type Description The phoneset type Type varchar Length 80 ...

Page 569: ...entation class to which the agent belongs Type char Length 1 CallForceOption Description Shows whether the call force option is enabled for the call presentation class to which this agent belongs Type char Length 1 CallForceDelayTimer Description The time that elapses before a call is automatically presented to an agent This option is defined for the call presentation class to which the agent belo...

Page 570: ...the queue Type smallint Length 2 Template Description The name of the call presentation class Type varchar Length 30 TemplateID Description A unique identifier for the call presentation class which is assigned by the server when the call presentation class is added Type int Length 4 UnionBreakTimer Description The length of the break period allowed between calls This option is defined for the call...

Page 571: ...ons FieldID Description A unique identifier for the field which is assigned by the server when you define a threshold value for the field Type int Length 4 Level1 Description The low end of the normal range for the field Type int Length 4 Level2 Description The high end of the normal range for the field Type int Length 4 Name Description The name of the agent threshold class Type varchar Length 30...

Page 572: ...ium Express Call Center Data dictionary Standard 2 0 ThresholdTemplateID Description A unique identifier for the threshold class which is assigned by the server when the threshold class is added Type int Length 4 ...

Page 573: ...on The name of a field in the view This name is not necessarily the same as the field label printed on the report Type varchar Length 30 Length Description The length of the field in characters Type tinyint Length 1 Name Description The name of the view Type varchar Length 30 Type Description The field type For a list of valid types and their descriptions see Statistical field types on page 354 Ty...

Page 574: ...574 Symposium Express Call Center Data dictionary Standard 2 0 ...

Page 575: ...Reports and Displays Guide 575 A p p e n d i x C Agent state tracking In this appendix Overview 576 Pegging of agent state 577 Real time status 581 ...

Page 576: ...576 Symposium Express Call Center Agent state tracking Standard 2 0 Overview Introduction This appendix describes how agent states are pegged in historical statistics ...

Page 577: ...nst the following states Incalls key DN key ACD NACD talk time Hold time Incoming DN calls talk time Not ready time Outgoing DN calls talk time Ring time Talk Time Waiting time Walkaway time no call present no call present no call present incoming DN call active no call present incoming DN call on hold no call present outgoing DN call active no call present outgoing DN call on hold no call present...

Page 578: ... call on hold incoming DN call active call on hold incoming DN call on hold call active outgoing DN call on hold call on hold outgoing DN call active call on hold outgoing DN call on hold If the agent key status is Agent time is pegged against the following states Incalls key DN key ACD NACD talk time Hold time Incoming DN calls talk time Not ready time Outgoing DN calls talk time Ring time Talk T...

Page 579: ...y Incoming DN call active Not ready Incoming DN call on hold Not ready Outgoing DN call active Not ready Outgoing DN call on hold Call on hold walkaway no call present If the agent key status is Agent time is pegged against the following states Incalls key DN key ACD NACD talk time Hold time Incoming DN calls talk time Not ready time Outgoing DN calls talk time Ring time Talk Time Waiting time Wal...

Page 580: ... the Incalls key are Symposium Express Call Center calls If the Answer call by placing DN on hold option is enabled for the agent s call presentation class agent time is pegged against the Waiting state when no call is present on the agent s Incalls key and the agent has a DN call incoming or outgoing on hold ...

Page 581: ...us DN Out Status Walk away Status no call present no call present Idle no call present incoming DN call active Busy Active no call present incoming DN call on hold Busy On hold no call present outgoing DN call active Busy Active no call present outgoing DN call on hold Busy On hold no call present incoming DN call ringing Idle no call present DN key pressed Busy call ringing no call present Call p...

Page 582: ...N call on hold On hold On hold call active outgoing DN call on hold Active On hold call on hold outgoing DN call active On hold Active call on hold outgoing DN call on hold On hold On hold ACD NACD call ringing no call present Busy ACD NACD call active no call present ACD NACD Active ACD NACD call on hold no call present ACD NACD on hold If the agent key status is Agent status displays as Incalls ...

Page 583: ...ady Not ready Incoming DN call active Not ready Active Not ready Incoming DN call on hold Not ready On hold Not ready Outgoing DN call active Not ready Active Not ready Outgoing DN call on hold Not ready On hold Call on hold walkaway no call present On hold If the agent key status is Agent status displays as Incalls key DN key Incalls Status DN In Status DN Out Status Walk away Status ...

Page 584: ...584 Symposium Express Call Center Agent state tracking Standard 2 0 ...

Page 585: ...Guide 585 A p p e n d i x D Entity relationship diagrams In this appendix Overview of entity relationships 586 IDEF1X notation conventions 587 Statistics entity relationships 593 Symposium database entity relationships 601 ...

Page 586: ...iagrams in this section show the relationships between the Symposium Express Call Center Database views This section contains diagrams illustrating each statistics group plus an overall diagram showing all relationships within the database The notation convention used for the entity relationship diagrams is IDEF1X ...

Page 587: ...dentified a set of three graphic methods for defining the functions data structures and dynamics of manufacturing businesses IDEF0 the function method IDEF1 the original data method IDEF2 the dynamics method Together these three methods came to be known as the ICAM DEFinition IDEF method In 1985 D Appleton Company DACOM approached the Air Force with a proposal to extend IDEF1 and IDEF1X the X stan...

Page 588: ...ities depending on how they acquire their keys Instance An instance is a single occurrence of an entity Each instance must have an identity distinct from all other instances Independent entity An independent entity is an entity that does not depend on any other entity for its identification Independent entities are represented by square corner boxes Dependent entity Dependent entities depend on on...

Page 589: ... key attribute A primary key is an attribute that either by itself or in combination with other primary key attributes forms the primary key Non primary key attribute A non primary key attribute is an attribute that is not part of the primary key of the entity Foreign key Whenever entities are connected by a relationship the relationship contributes a key or set of keys to the child entity Foreign...

Page 590: ...bute FK In the following illustration IVRPortID SwitchPortAddress FK is a role name Inversion entry An inversion entry is a non unique access identifier of the entity it is an attribute or group of attributes that is frequently used to access the entity An inversion entry specifies another way in which the business plans to access an instance of the entity When using an inversion entry however you...

Page 591: ...a being modeled IDEF1X unlike some other modeling languages insists that all relationships be binary that is they must connect exactly two entities Identifying relationship In an identifying relationship primary key attributes of the parent entity become primary key attributes of the child entity Non identifying relationship In a non identifying relationship primary key attributes of the parent en...

Page 592: ...Standard 2 0 Cardinality notation The following notation shows the number of child attributes involved in the relationship One to zero or more One to one or more One to zero or one One to exactly N child_key Child Entity parent_key FK parent_key Parent Entity P Z N ...

Page 593: ...Reports and Displays Guide 593 March 2005 Entity relationship diagrams Statistics entity relationships Activity code statistics ...

Page 594: ...594 Symposium Express Call Center Entity relationship diagrams Standard 2 0 Agent by application statistics ...

Page 595: ...Reports and Displays Guide 595 March 2005 Entity relationship diagrams Agent by skillset statistics Agent logon statistics ...

Page 596: ...596 Symposium Express Call Center Entity relationship diagrams Standard 2 0 Agent performance statistics Application statistics ...

Page 597: ...Reports and Displays Guide 597 March 2005 Entity relationship diagrams CDN statistics DNIS statistics IVR port logon statistics ...

Page 598: ...598 Symposium Express Call Center Entity relationship diagrams Standard 2 0 IVR port statistics IVR statistics RAN music route statistics ...

Page 599: ...Reports and Displays Guide 599 March 2005 Entity relationship diagrams Route statistics Skillset statistics ...

Page 600: ...600 Symposium Express Call Center Entity relationship diagrams Standard 2 0 Trunk statistics ...

Page 601: ...Reports and Displays Guide 601 March 2005 Entity relationship diagrams Symposium database entity relationships Introduction The following pages show all relationships within the database ...

Page 602: ...602 Symposium Express Call Center Entity relationship diagrams Standard 2 0 ...

Page 603: ...Reports and Displays Guide 603 March 2005 Entity relationship diagrams ...

Page 604: ...604 Symposium Express Call Center Entity relationship diagrams Standard 2 0 ...

Page 605: ...Automatic call distribution routing table acquired resource A resource configured on the switch that is under the control of the Symposium Express Call Center server Resources must be configured with matching values on both the switch and the Symposium Express Call Center server activated script A script that is processing calls or is ready to process calls Before you can activate a script you mus...

Page 606: ... group Calls made to these DNs are distributed to agents belonging to the group based on the ACD routing table on the switch Automatic call distribution routing table A table configured on the switch that contains a list of ACD DNs used to define routes for incoming calls This ensures that incoming calls not processed by Symposium Express Call Center will be queued to ACD groups and handled by ava...

Page 607: ... This information can then be used to route the call to the appropriate agent or skillset The CLID can also be displayed on an agent s phoneset CDN See controlled directory number CLAN See Customer local area network CLID See Calling Line Identification client The part of Symposium Express Call Center that runs on a personal computer or workstation and relies on the server to perform some operatio...

Page 608: ...Call Center from a client PC DHCP See dynamic host configuration protocol Dialed Number Identification Service An optional service that allows Symposium Express Call Center to identify the phone number dialed by the incoming caller An agent can receive calls from customers calling in on different DNISs and if the DNIS appears on the phoneset can prepare a response according to the DNIS directory n...

Page 609: ... to devices on a network dynamic link library A library of executable functions or data that can be used by a Windows application Typically a DLL provides one or more particular functions and a program accesses the functions by creating either a static or dynamic link to the DLL Several applications can use a DLL at the same time E ELAN See embedded local area network embedded local area network A...

Page 610: ...er to a specific IVR application An IVR ACD DN must be acquired for non integrated IVR systems Interactive voice response event A voice port logon or logoff An IVR event is pegged in the database when a call acquires or de acquires a voice port Internet Protocol address An identifier for a computer or device on a TCP IP network Networks use the TCP IP protocol to route messages based on the IP add...

Page 611: ...puters and are confined to a single building or group of buildings M M1 Meridian 1 switch Meridian Link Services A communications facility that provides an interface between the switch and a third party host application Meridian Mail A Nortel product that provides voice messaging and other voice and fax services MLS See Meridian Link Services MM See Meridian Mail music route A resource installed o...

Page 612: ...illset state in which the skillset does not take calls A skillset is out of service if there are no agents logged on or if the supervisor puts the skillset into out of service mode manually P PBX See private branch exchange pegging The action of incrementing statistical counters to track and report on system events pegging threshold A threshold used to define a cut off value for statistics such as...

Page 613: ...g calls can be communicated private branch exchange A telephone switch typically used by a business to service its internal telephone needs A PBX usually offers more advanced features than are generally available on the public network R RAN recorded announcement RAN route See recorded announcement route recorded announcement route A resource installed on the switch that offers a recorded announcem...

Page 614: ...ce level The percentage of incoming calls answered within a configured number of seconds service level threshold A parameter that defines the number of seconds within which incoming calls should be answered site A system using Symposium Express Call Center that can be accessed using SMI skillset A group of capabilities or knowledge required to answer a specific type of call skillset priority An at...

Page 615: ...col Internet Protocol telephony The science of translating sound into electrical signals transmitting them and then converting them back to sound The term is used frequently to refer to computer hardware and software that perform functions traditionally performed by telephone equipment threshold A value for a statistic at which system handling of the statistic changes threshold class A set of opti...

Page 616: ...port A connection from a telephony port on the switch to a port on the IVR system Voice Services A Voice Services card installed in the Meridian 1 switch which provides front end voice processing capability to Symposium Express Call Center Customer entered data in the form of digits entered through phoneset keys can be collected and used in call treatments These treatments include recorded announc...

Page 617: ...ort view 567 activating reports 91 92 ActiveTime field 454 Activity by Agent report comparison with Agent Performance 108 Activity Code By Agent report 137 140 Activity Code By Application report 140 142 Activity Code Properties report 235 236 activity code statistics 371 375 linkages 375 activity codes 371 application 107 properties 488 reports 133 141 204 206 reports configuration 235 236 activi...

Page 618: ...tat view linking views example 364 AgentByApplicationStat views 376 380 AgentBySkillsetStat views 381 386 AgentGivenName field ActivityCodeStat views 373 AgentByApplicationStat views 377 AgentBySkillsetStat views 382 AgentPerformance views 392 eAgentLoginStat view 467 SupervisorAgentAssignment view 562 AgentID field 538 564 AgentLogin field ActivityCodeStat views 373 AgentByApplicationStat views 3...

Page 619: ... 499 500 properties 248 249 Application view 494 495 ApplicationByScript view 496 498 ApplicationID field ActivityCodeStat views 374 AgentByApplicationStat views 378 Application view 494 ApplicationStat views 411 SkillsetStat views 454 applications 408 properties 494 495 reports 156 158 203 225 reports configuration 248 249 statistics by agent 376 380 threshold class properties 248 249 threshold c...

Page 620: ...ews 435 IVRStat views 440 SkillsetStat views 455 TrunkStat views 461 CallsAnsweredAfterThreshold field 455 CallsAnsweredAftThreshold field ApplicationStat views 412 DNISStat views 429 IVRStat views 440 CallsAnsweredDelay field ApplicationStat views 412 DNISStat views 429 IVRStat views 440 SkillsetStat views 455 TrunkStat views 461 CallsAnsweredDelayAtSkillset field 412 CallsBlockedByAllTrunksBusy ...

Page 621: ...olumnName field 573 Comment field AccessRights view 484 Agent view 489 Formula view 507 ScheduledSkillsetAssignment view 535 ScheduledSupervisorAssignment view 539 Script view 541 ScriptVariableProperties view 543 Skillset view 548 SkillsetByAssignment view 552 Supervisor view 559 SupervisorByAssignment view 565 Comments box 33 76 Company Name box 33 76 completed IVR 417 conferenced calls 128 195 ...

Page 622: ...data sources 64 65 thresholds 117 120 See also adding creating defining connection to the server 45 53 Definition field 507 delay reports 217 222 delays abandoned call application statistics 410 411 418 DNIS statistics 428 431 skillset statistics 457 457 458 trunk statistics 460 delays answered call application statistics 410 412 418 at skillset 412 418 DNIS statistics 429 432 IVR statistics 440 s...

Page 623: ...105 End box 35 78 End date and time box 37 79 96 ErrorCode field ScheduledSkillsetAssignment view 535 ScheduledSupervisorAssignment view 539 SkillsetByAssignment view 552 SupervisorByAssignment view 565 Estimated Revenue By Agent report 199 201 event statistics 465 481 storage duration 466 when cumulated 466 EventData field 472 EventType field 468 479 ExecuteAccess field 484 ExecuteAgentAccess fie...

Page 624: ...tistics 357 463 collection properties 509 516 storage duration for 24 historical statistics collection report 261 HistoricalStatCollection view 509 512 HistoricalStatDuration view 513 514 HistoricalStatStorage view 515 516 HoldTime field 401 hook flash transfer 359 host lookup treatment 414 I iActivityCodeStat 371 375 iAgentByApplicationStat view 376 380 iAgentBySkillsetStat view 381 386 iAgentPer...

Page 625: ...17 IVRPortStat views 435 IVRPortLogin field 511 IVRPortName field 435 IVRPortStat views 434 438 IVRQueue view 519 520 IVRQueueID field IVRPort view 517 IVRPortStat views 436 IVRQueue view 519 IVRStat views 442 IVRQueueName field 436 442 IVRStat views 439 444 IVRTerminated field 417 IVRThresholdTemplate view 521 522 IVRTransferred field 418 431 J joining tables 111 K keys See linkages L Label field...

Page 626: ...AbandonedDelay field 418 MaxCallsAnsDelay field 418 MaxCallsAnsDelayAtSkillset field 418 MaxSkillsetAbandon field 457 mCDNStat view 423 426 mDNISStat view 427 433 measured value 516 Meridian Mail 434 439 MinRefreshRate field 527 MinShortCallDelay field 548 556 mIVRPortStat view 434 438 mIVRStat view 439 444 monthly views 361 MonthsOfMonthly field 514 moving window mode 115 261 526 mRANMusicRouteSt...

Page 627: ...agent performance statistics 394 application statistics 416 CDN statistics 424 DNIS statistics 430 IVR statistics 441 skillset statistics 456 trunk statistics 461 opening real time displays 121 123 Report Listener 84 85 outgoing calls 401 output options 30 37 39 80 81 Output Options property page 38 80 overflow treatment ApplicationStat views 414 420 DNISStat views 430 Owner field 541 P Paper size...

Page 628: ... 543 546 skillset 282 547 549 supervisor 285 559 561 pulled back calls 440 441 Purchased field 515 Q Queue To NACD script command 415 R RAN route statistics 444 446 RAN routes statistics 444 446 RAN treatment 416 RANMusicRoute field 511 raw data 127 ReadAccess field 486 ReadAgentAccess field 486 ReadAllAgentAccess field 486 Real Time Template Properties report 271 273 real time display definitions...

Page 629: ...guration reports historical reports standard reports user created reports and user defined reports Reports Modify Site Name dialog box 83 ReservedForCall field 403 ReservedTime field 403 resource reports 303 331 CDN 309 DNIS 310 313 phoneset display 288 289 route 274 276 313 316 trunk 316 318 returned to queue 104 394 ReturnedToQ field 104 ReturnedToQDueToTimeout field 104 ReturnToQueueMode field ...

Page 630: ...d reports 25 31 defining the connection to 45 53 service level 104 105 service level threshold 104 ServiceLevelThreshold field Application view 494 ApplicationThresholdTemplate view 500 DNIS view 504 DNISThresholdTemplate view 506 IVRQueue view 519 IVRThresholdTemplate view 522 Skillset view 549 SkillsetThresholdTemplate view 556 short calls 191 194 ShortCallsAnswered field 383 404 signed integers...

Page 631: ...s assigned to 550 551 assignments 552 554 delays at 412 418 in service 454 naming 105 properties 547 549 reports configuration 282 statistics by agent 381 386 threshold classes 555 556 SkillsetStat views 453 459 SkillsetState field HistoricalStatCollection view 511 ScheduledSkillsetAssignment view 536 SkillsetByAgent view 550 SkillsetByAssignment view 553 SkillsetThresholdTemplate view 483 555 556...

Page 632: ...ws 404 ScheduledSupervisorAssignment view 540 SupervisorAgentAssignment view 563 SupervisorByAssignment view 566 SupervisorTelsetLoginID field 563 SupervisorUserID field AgentPerformanceStat views 405 SupervisorAgentAssignment view 563 SurName field AccessRights view 486 Agent view 491 Script view 542 Supervisor view 560 SwitchID field Agent view 491 IVRPort view 518 Supervisor view 560 SwitchPort...

Page 633: ...inStat view 480 IVRPortStat views 437 IVRStat views 443 RANMusicRouteStat views 445 RouteStat fields 448 SkillsetStat views 458 TrunkStat views 462 TimeBeforeDefault field 419 TimeBeforeForceBusy field 419 TimeBeforeForceDisconnect field 420 TimeBeforeForceOverflow field 420 TimeBeforeInterflow field 420 TimeBeforeIVRTransferred field 420 TimeBeforeNACDOut field 420 TimeBeforeRouteTo field 421 tim...

Page 634: ...ormanceStat views 405 eAgentLoginStat view 469 ScheduledSkillsetAssignment view 537 SkillsetByAgent view 551 SkillsetByAssignment view 554 Supervisor view 561 UserSurName field 537 554 UserTelsetLogin field 537 UserTelsetLoginID field 554 UserTemplate view 569 570 UserThresholdTemplate view 483 571 572 V Variable field 546 variables See script variables VariableStatus field 546 VariableType field ...

Page 635: ...__________________________________ _______________________________________________________________________________ 5 What information if any was missing from this book _______________________________________________________________________________ _______________________________________________________________________________ ________________________________________________________________________...

Page 636: ...Reader Response Form Reader Response Form ...

Page 637: ......

Page 638: ...he Meridian 1 and Symposium Express Call Center is proprietary to Nortel Networks Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate terminatio...

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