OpenScape Contact Center Agile V8 R1, Reporting Reference Guide, Administrator Documentation, Issue

7/22/2019 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide, Administrator Documentation, Issue

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Communication for the open minded

Siemens Enterprise Communications

ReferenceOpenScape Contact Center Agile V8 R1Reporting Reference Guide

Reference Guide

A31003-S2281-M102-1-76A9

www siemens-enterprise com


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Copyright Siemens Enterprise

Communications GmbH & Co. KG 2011Hofmannstr. 51, D-80200 Mnchen

Siemens Enterprise Communications GmbH & Co. KG

is a Trademark Licensee of Siemens AG

Reference No.: A31003-S2281-M102-1-76A9

The information provided in this document contains

merely general descriptions or characteristics of

performance which in case of actual use do not

always apply as described or which may change as

a result of further development of the products. An

obligation to provide the respective characteristics

shall only exist if expressly agreed in the terms of

contract. Availability and technical specifications are

subject to change without notice.

OpenScape, OpenStage and HiPath are registered

trademarks of Siemens Enterprise

Communications GmbH & Co. KG.

All other company, brand, product and service

names are trademarks or registered trademarks ofSiemens Enterprise Communications

Communication for the open minded

www.siemens-enterprise.com


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OpenScape Contact Center Agile V8 R1, Reporting Reference Guide 3

Nur fr den internen Gebrauch Contents

Contents 0

1 About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.1 Who should use this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.2 Formatting conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.3 Documentation feedback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

2 Introduction to reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2.1 Report types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2.1.1 About real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2.1.2 About historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

2.1.3 About cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2.1.4 About activity reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

2.2 Resources that you can report on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2.3 Resource availability by report type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182.4 Manager features and options that affect report content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

2.4.1 Reporting level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.4.2 Statistics and Reporting options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.4.3 Queue options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.4.4 Report By options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

2.5 Impact of multiple time zones on historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

2.5.1 Local site vs. user location (main server machine). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

3 Predefined reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

3.1 Predefined real-time reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

3.1.1 User Status Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

3.1.2 Group Status Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

3.1.3 Active Contacts Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333.1.4 Active Callbacks Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

3.1.5 Queue Status Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

3.2 Predefined cumulative reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

3.2.1 User Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

3.2.2 Group Summary Cumulative Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

3.2.3 Callback Summary Cumulative Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

3.2.4 Queue Summary Cumulative Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

3.3 Predefined historical reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

3.3.1 User Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

3.3.2 User Performance Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

3.3.3 User Resolution Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

3.3.4 User by Queue Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

3.3.5 Group Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

3.3.6 Contact/Source Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

3.3.7 Callback Summary Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

3.3.8 Detailed Callback Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

3.3.9 Queue Abandoned Contacts Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

3.3.10 Queue Answered Contacts Profile Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

3.3.11 Queue Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

3.3.12 Queue by User Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

3.3.13 Destination Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

3.3.14 User Wrap-up Reason Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61


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4 OpenScape Contact Center Agile V8 R1, Reporting Reference Guide

3.3.15 Routing State Reason Historical Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

3.3.16 Post-processing Reason Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

4 Statistics available in reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

4.1 How to read the tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

4.2 Real-time report statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 654.2.1 User real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

4.2.2 Group real-time statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

4.2.3 Contact real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

4.2.4 Callback real-time statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

4.2.5 Queue real-time statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

4.3 Cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

4.3.1 User cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

4.3.2 Group cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

4.3.3 Contact historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

4.3.4 Callback cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

4.3.5 Queue cumulative and historical statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

4.3.6 Destination cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 934.3.7 Wrap-up reason cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

4.3.8 Routing state reason cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

4.3.9 Post-processing reason cumulative and historical statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

4.4 Statistics available in activity reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

4.4.1 User activity statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

4.4.2 Source activity statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

4.4.3 Scheduled Callback List statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

5 Report reconciliation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

5.1 General issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

5.1.1 Group real-time reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

5.1.2 Conferencing statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

5.1.3 Deleted resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1015.2 Calculation issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

5.2.1 Weighted averages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

5.2.2 Reporting by aggregate. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

5.3 Report intervals and time-based statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

5.3.1 Different totals in historical reports with different specified intervals . . . . . . . . . . . . . . . . . . . . . . . . . 104

5.3.2 Interval boundaries and contact statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

5.3.3 Wait time not available for contacts active in interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

5.3.4 Timing of contacts offered in user reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

5.3.5 Timing of contacts received in queue reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

5.3.6 Number of contacts received vs. offered in queue reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

5.3.7 Changing from a monitored IVR to an unmonitored IVR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

5.4 Other issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

5.4.1 Contacts not tracked in real-time reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1075.4.2 Consideration of Retry Now callbacks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

5.4.3 Monitored extensions that become involved in more than one call. . . . . . . . . . . . . . . . . . . . . . . . . . 108

6 Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

6.1 User states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

6.1.1 Handling states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

6.1.2 Presence states. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

6.1.3 Routing states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

6.2 Contact types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111


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6.3 Contact states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

6.4 Other contact-related terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

6.5 Time-related terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

A Reporting data calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

A.1 ContactTypes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117A.2 TermTypes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

A.3 JoinTypes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

A.4 Real-time statistic calculations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

A.5 Range statistic calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141


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About this guide

Who should use this guide

1 About this guide

This guide provides detailed information on interpreting reports, including

descriptions of the report types, report level descriptions of the predefinedreports, detailed column descriptions, and descriptions of the statistics that

appear in the reports.

This guide does not to describe how to create, generate or view reports. For a

tutorial-style introduction to reporting that walks you through exercises in

creating, modifying, and viewing reports, see the Manager Administration Guide.

For detailed information and step-by-step instructions, see the Manager Help.

1.1 Who should use this guide

This guide is intended for system administrators responsible for configuration

maintenance, and for supervisors and managers who generate reports.

1.2 Formatting conventions

The following formatting conventions are used in this guide:

Bold

This font identifies OpenScape Contact Center components, window and dialog

box titles, and item names.

Italic

This font identifies references to related documentation.

Monospace Font

This font distinguishes text that you should type, or that the computer displays in

a message.

NOTE: Notes emphasize information that is useful but not essential, such as tips

or alternative methods for performing a task.

IMPORTANT: Important notes draw special attention to actions that could

adversely affect the operation of the application or result in a loss of data.


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About this guide

Documentation feedback

A31003-S2281-M102-1-76A9, March 2011


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Title: Reporting Reference Guide

Order Number: A31003-S2281-M102-1-76A9


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Introduction to reporting

Report types

2 Introduction to reporting

As a productivity aid, OpenScape Contact Center reporting features help you

assess the current status of your contact center and individual elements within it,view historical performance statistics, and track daily progress.

2.1 Report types

The OpenScape Contact Center system includes four basic report types.

Real-time These dynamic reports show the current state of resources as

well as statistics gathered since start of shift. Real-time reports are used to

assess current situations and make minute-to-minute decisions.

Cumulative These reports provide running totals of performance statistics

for up to the last 24 hours. Statistics are displayed in 15-minute or hourly

intervals, and as each interval expires through the day, a new current interval

is added to the report and updated in real time.

Historical These reports provide statistics and summaries over a specified

range, up to and including statistics for the previous day. Historical reports are

typically used to measure performance.

Activity These reports allow you to create queries on activities associated

with individual users or sources, or on scheduled callbacks. User and Source

Activity reports provide historical, minute-by-minute activity data during a

given time interval for a specified day. Scheduled Callback Lists provide a listof the callbacks scheduled for the contact center.

2.1.1 About real-time reports

If you are interested in the minute-to-minute status of a resource, you can use a

real-time report. Real-time reports are monitoring views that you can use to track

critical statistics and status details. Column values are continually updated, and

you can make use of visible or audible alarms to draw your attention to certain

conditions.


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For example, a key piece of information in a contact center is the number of

contacts currently waiting in queue. If you wanted to monitor contacts waiting at

the queue level, you could use a queue real-time report.

This report shows current contact waiting totals for a set of queues. Details for

each queue include:

The number of contacts waiting in the queue.

The current service level, based on the last 24 contacts, and an estimated

service level.

The estimated time that a contact received will wait before being answered.

The highlighting on the Contacts Queued column indicates that an alarm is

configured to alert you to potential problem situations. Each real-time report

subtype provides a set of columns for which you can set visible or audible alarms.

You can configure three threshold values for a column. A different visual or

audible alarm is triggered when each threshold value is exceeded.

The sample report shows an alarm on the Contacts Queued column. In a real-life

situation, this might mean nothing more than an unusually busy day. You might

use this information to take immediate actionfor example, to make more users

available.

Alternatively, you may want to use the group real-time report as the first step ininvestigating a problem. For example, if you need more details on a problem

queue, you can generate a user real-time report on the users associated with that

queue.


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Below is an example of a user real-time report that displays user states in a bar

chart at the top of the report, and a breakdown of the statistical information in a

table in the lower part of the report. When you create a real-time report, you have

the option of displaying the information in a chart, a table, or both.

In general, information in real-time reports can be helpful in identifying the

following:

The need for additional staffing.

The need for user training.

Queuing bottlenecks.

The need for configuration changes, such as reallocation of users among

groups.

When you create a real-time report, you can choose the specific columns to

appear in the report. In addition to users and groups, real-time reports can also

be generated against queues, aggregates, callbacks, and contacts currently in

queue.

Real-time reports can be printed and exported to a number of common file

formats. Because real-time reports are intended to be used online, they cannot

be scheduled.

For more information, see:

Chapter 3, Predefined reports

Chapter 4, Statistics available in reports


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2.1.2 About historical reports

Historical reports summarize the performance or activities of supported elements

over a specific period of time, up to and including the previous day.

You can generate historical reports on users, groups, queues, aggregates,

callbacks, destinations, and Wrap-up reasons.

Common ranges for historical reports are daily, weekly and monthly, but you can

also specify custom ranges. Within each range, you can further break down the

statistics for display at specified intervals. For example:

Daily reports can display statistics in hourly or 15-minute intervals.

Weekly reports can display statistics in daily, hourly, or 15-minute intervals.

Monthly reports can display statistics in weekly, daily, hourly, or 15-minute

intervals.

Custom reports can display statistics in intervals that vary according to the

range that you define.

NOTE: For historical reports that include 15-minute or hourly interval

breakdowns, if there is no data for the selected statistics for a given interval, that

interval is not included in the report. For example, if none of the selected statistics

for the 3:00 to 4:00 interval have any values, there are no entries in the report for

the interval 3:00 to 4:00.

The sample user performance report on the previous page is a daily report broken

down into hourly intervals. This report contains only tabular data, but a historical

report can also include a chart for a single statistic.


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You can restrict reports to cover only a specified part of the day. For example, you

might run daily reports five days per week, but you can restrict the display of

statistics to times between 9:00 A.M. and 5:00 P.M.

NOTE: The maximum number of database records that can be used to generate

a historical report is 60,000 (10,000 if the report includes contact record details).

If the number of database records used to generate a report exceeds these limits,

the report will fail. The failed report will appear in the Failed folder with a message

indicating that the number of records used to generate the report exceeded the

maximum. To generate the report successfully, you must select fewer resources

to report on, reduce the range of the report to cover a shorter time period, or

select a longer interval.

Historical reports also provide scheduling options that specify when the reports

are to be run. There are three scheduling options: run the report immediately, runthe report only once at a specified date and time, or run the report on a regular

basis.

If you choose to run a report on a regular basis, you can also specify the

frequency, for example:

Daily at a specified time, and on specified days of the week.

Weekly at a specified time on a particular day of the week.

Monthly at a specified time on a particular date.

Historical reports are commonly used to evaluate contact center performance, the

productivity of individual queues and users, and configuration efficiency.




2.1.3 About cumulative reports

Cumulative reports combine the current status benefits of real-time reports with

the detailed statistics and rollup availability of historical reports. Cumulative

reports contain accumulated statistical summaries for the current day. In terms of

available columns and statistics, cumulative reports are identical to historical

reports.

The key differences between historical reports and cumulative reports are the

following:

Cumulative reports are online reports and are intended to be used as such.


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Cumulative reports cover periods within the last 24 hours.

Like historical reports, cumulative reports contain tabular data and the

charting of a single statistic. Unlike historical reports, however, the charted

statistic can include a trend line that lets you compare current day intervals

with the same intervals from the previous day or the same day last week. The

figure below shows a cumulative report that displays charted information only.

Statistics accumulate as the day progresses.

A new current interval is added to the report each time the site-specified 15-

minute or hourly interval expires. The statistics for the current interval,

whether tabular or charted, are refreshed with new values according to the

Real-time refresh interval setting in the Manager application. For more

information see the Manager Administration Guide.

NOTE: For cumulative reports that include 15-minute or hourly interval

breakdowns, if there is no data for an interval, that interval is not included in

the report. For example, if the statistics for the 3:00 to 4:00 interval are all

zero, that interval is not included in the report.

Cumulative reports cannot be scheduled.

Cumulative reports are designed to provide flexible, multipurpose reporting that

complement historical and real-time reports. On a daily basis, you might use a

report, such as the one shown above, to monitor contact center performance

since start of shift or to keep running totals. For example, you might want to trackactual performance statistics against projected or forecasted values. On a less

frequent basis, you can create complex, one time only reports with a minimum of

effort.


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In addition to keeping running totals, a key benefit of a cumulative report is the

use of the trend information to help with forecasting. The trend line is based on

information collected for the previous day or the same day last week, and is

present whenever you open the report. Tracking the current days statistics

against the selected trend might alert you to upcoming problems. You may haveto change staffing levels to accommodate anticipated volume fluctuations

predicted by the trend line.

Because cumulative reports are online reports, the user interface provides

several different viewing options (for example, showing or hiding levels of detail,

and the ability to change views). You can also print or export the online report.




2.1.4 About activity reports

Activity reports are useful if you need historical, detailed activity data on a given

user for a particular interval or on a contact or contacts from a given source for a

given day. You might, for example, be interested in the activities of a user during

a specific interval, or need specific details on how a particular contact was

handled.

Specifically, you can use an activity report to view the following:

A step-by-step history of routing state and handling state changes for a userover a given interval.

A step-by-step history of handling state changes for all calls and e-mail

messages from a particular source over a given interval.


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The following is an example of an activity report on a single user for a specified

date.

You can use this type of report to investigate minute-by-minute user actions. For

example, with respect to sources, if you had a customer complaining about

excessive hold time or queue time on a particular contact, you could use an

activity report to provide specific details on that contact.

If multiple locations are configured, you can run a User Activity Report based on

the time zone of the local site or the users location.

NOTE: User activity reports are available only if your site has a reporting level of

Full. For information on Restricted Reporting Level, see Section 2.4.1, Reporting

level, on page 19.

You can generate three types of activity reports:

User activity reports

Source activity reports

Scheduled Callback Lists

User and source activity reports provide historical, minute-by-minute state and

activity data during a specified time interval for a specified day. Scheduled

Callback Lists provide a list of the callbacks scheduled for the contact center.


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Resources that you can report on

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2.2 Resources that you can report on

The resources that you can monitor and report on are listed in the table below.

For each resource, a high-level description is provided of the information that is

available. You must have monitoring permission for the resources that you want

to report on.

Resource Reporting information available

Users Current state, performance measures, handled contact profiles,time usage statistics, queue breakdowns of user statistics.

Groups Current contacts waiting and users available, primary/overflow

contact disposition breakdowns.

Contacts State information on currently queued contacts, historical

summaries with statistics such as call dispositions and performance

measures on contacts from a specified source.

Callbacks Details on currently queued or scheduled callbacks, details on

deleted and completed callbacks, detailed and summary profiles of

callback handling performance.

Queues (and

aggregates)

Queued contact status, performance measures for contacts

received, time-based answer/abandon contact statistics, user

breakdowns of queue statistics.

Sources Step-by-step history of state changes for a contact (or contacts)

from a particular source.

Destinations Contact disposition profiles for specified destinations.

Wrap-up reasons Profiles of Wrap-up reason usage.

Routing state

reasons

Profiles of Work reason and Unavailable reason usage.

Post-processing

reasons

Profiles of Post-processing reason usage.

Table 1 Resources that you can monitor and report on


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2.3 Resource availability by report type

The basic resources that you can report on are listed in the table below, with the

the types of reports in which they can appear.

2.4 Manager features and options that affect report content

Report definition properties are the primary factors in determining the layout and

content of a report. However, there are a number of other factors that influence

the statistics presented, the appearance of the report, and the meaning of specific

statistics in a report.

These factors include the following:

Reporting level

Statistics and Reporting options

Report By options

NOTE: For detailed information on how to reconcile the statistical values in your

reports, see Chapter 5, Report reconciliation.

Real-time Cumulative Historical Activity

Users

Groups

Contacts

Callbacks

Queues (or

aggregates)

Destinations

Sources

Wrap-up

reasons

Routing state

reasons

Post-processing

reasons

Table 2 Resource availability by report type


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2.4.1 Reporting level

The reporting level used at your site is a licensed feature. The reporting level

restricts the amount of information that can be displayed for performance

statistics in certain types of reports.

A site can have one of three levels of reporting:

Full User historical and cumulative reports can include detailed and

summary statistics for each user. Events in source activity reports can identify

individual users. User activity reports can be generated.

Department User historical and user cumulative reports that contain user

data display statistics at the department level or site level only. Detailed and

summary statistics for users are not available. Events in source activity

reports pertaining to individual users identify only the users department, and

not the individual user. User activity reports cannot be generated.

Site User historical and user cumulative reports that contain user data

display statistics at the site level only. Detailed and summary statistics at the

user and department level are not available. Events in source activity reports

pertaining to individual users identify only the users site, and not the

individual user. User activity reports cannot be generated.

NOTE: If your site has Full or Department reporting level, you can also restrict

the level of user or department detail displayed in a report by modifying the report

definition. For details, see Section 2.4.4, Report By options, on page 22. The

reporting level does not impact the availability or content of user real-time reports.

For more information on the reporting level at your site, contact your support

representative.

2.4.2 Statistics and Reporting options

The Manager application, in particular the options found under Statistics and

Reporting in the Options dialog box, contains a number of configuration items and

specific settings that affect the values shown in reports. For detailed information

on these options, see the Manager Help.

2.4.2.1 Service Level Intervals

The service level calculation can be based on the number of contacts answered,

abandoned, and redirected within a specified interval. The Manager application

provides a number of options to specify how the service level is calculated for a

site. If the service level formula is changed while the system is running, only new

contacts will use the new service level formula.


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Service level values shown in real-time reports can differ from those shown in

cumulative and historical reports. The Real-Time Server acquires both the shift

and the current service levels from the Routing Server. The historical and

cumulative queue service levels are provided by the Statistics Server. Although

the same formula is used, the values applied to the different components of theformula may be different between Routing Server and Statistics Server.

For example, when a call leaves the queue and gets redirected to a monitored

time-out extension, the Routing Server considers this call as Redirected out-of-

scope. The Routing Server stops tracking the call the moment it leaves the

queue. On the other hand, the Statistics Server continues to track call progress

on the monitored extension until the call is answered, abandoned, or redirected

to a non-monitored resource. The difference in the consideration as redirected,

answered, or abandoned, all of which are used in the calculation of the service

level, yields the difference in the service level values between the real-time queue

and cumulative/historical queue service levels.

2.4.2.2 Wait Time

The following options affect how wait time and statistics derived from wait time,

such as service level, are calculated.

Include time before enqueue Wait time for a contact can be considered

to start when a contact is enqueued or when the contact arrives at the first

monitored resource.

Include system suspended contacts E-mail messages and callbacks

can go into a system suspended state if they arrive outside scheduled hours.For example, an e-mail message might arrive at 11:00 P.M., when the contact

center is closed, and when the contact center opens again at 8:00 A.M., it

could be assigned to a user and handled immediately. Depending on this

setting, the wait time for that contact could be either nine hours or zero hours.

2.4.2.3 User Calculation

Statistics are monitored for every OpenScape Contact Center user who handles

contacts. These statistics include the time spent consulting on contacts and

utilization. The following options affect these statistics:

Consider consultation after This option allows you to specify the amount

of time that must pass after a user contacts another person at the site, for the

contact to be considered a consultation.

Include idle time in utilization Utilization is the percentage of logged on

time that a user spends handling routed contacts or otherwise working (for

example, attending meetings). This option dictates whether the time a user

spends in Idle presence state is included in the calculation.


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2.4.2.4 Call Director or IVR

If the OpenScape Contact Center system has Call Director or an IVR as a front

end, or if a contact is transferred to Call Director or an IVR from within a routing

strategy workflow, the contact can be finished in Call Director or the IVR before itis enqueued. This can happen in two ways: by Call Director or the IVR

disconnecting, or by the caller abandoning.

The Consider finished in IVR as answered option allows you to specify whether

contacts that are finished in this way are considered as Answered or Abandoned.

For example, if a customer gets all the information the customer needs from the

IVR and then hangs up, you would want this to be considered Answered rather

than Abandoned.

Contacts that finish in Call Director or an IVR after being enqueued are

considered abandoned, regardless of this setting value.

2.4.2.5 Shifts

Statistics accumulated since start of shift in real-time reports and shift-based

statistics that appear in cumulative and historical reports use the one to three shift

definitions that you set up in the Manager application.

2.4.2.6 Global Queue Intervals

The global queue report intervals are used in cumulative and historical queuereports to help you analyze when contacts are being answered and abandoned.

Cumulative and historical queue reports include breakdowns by interval of the

time that customers wait before a contact is answered or abandoned, using the

statistics Answered in Interval and Abandoned in Interval. You can define up

to five time intervals so that you can track the number of contacts that are

answered by a user or abandoned within the different time intervals.

2.4.2.7 First Day of Week

Historical report definitions that have a range of This Week or Last Week display

the Start date based on the configured first day of the week.

During installation, the host computer's Regional Options setting determines the

default first day of the week. For example, for the United States, the default is

Sunday, and for Germany, the default is Monday. Any time after installation, you

can change this setting. The change will take effect in the next weekly rollup

period. The change will not affect existing historical data which remains based on

the previous setting.


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2.4.2.8 Queue Real-time Report

The following options affect the queue and aggregate statistics that appear in

real-time reports and wallboard and Broadcaster views:

Include ringing and unanswered contacts If you choose this option,

contacts that are in Ringing, Pending, and Unanswered state will be included

in the Contacts Queued and Contacts Overflowed statistics, and the time

spent ringing will be included in the Wait Time statistic.

Use weighted averages By default, the OpenScape Contact Center

system uses a simple average to calculate summaries in queue real-time

reports, as well as real-time aggregate statistics. This option allows you to use

a weighted average, which takes into account the number of contacts in each

queue. For more information on weighted averages, see Section 5.2.1,

Weighted averages, on page 102.

2.4.3 Queue options

When you configure a queue, the Include this queue when calculating site-

level statistics option specifies whether statistics for this queue will be included

in network-level reports. For each set of identically named queues across a

networked contact center, the queue at each site has its own setting. Identically

named queues at different sites may use different settings. This means that

affected report statistics for a particular queue may not reflect the activity at all

sites in the network.

2.4.4 Report By options

By default, a report presents statistics at the level of the resource associated with

that type of report (for example, individual users). For certain report types, the

report definition contains a Report By option that lets you modify how statistics

are presented.


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Depending on the type of report, you can do the following:

Suppress the level of detail in a report. For example, for reports that show

user-based statistics, you can suppress user-level detail and display statistics

only at the department or site level.

Break down statistics for a particular resource by another resource type. For

example, in queue historical reports you can break down statistics for a

particular queue by the users who were offered contacts associated with that

queue.

Vary the grouping of results in a report. For example, Wrap-up reasons in a

historical report can be presented by user, department, site, queue, or

aggregate.

Table 3 describes the Report By options and shows the specific report types in

which each option is available.

NOTE: Availability of the User and Department options depends on the reporting

level licensed at your site. For details, see Section 2.4.1, Reporting level, on

page 19.

Report By

option

Description and notes Report type availability

User This option presents statistics

and summaries at the level of

individual users.

User cumulative

User historical

Wrap-up reason cumulative

Wrap-up reason historical Routing State Reason cumulative

Routing State Reason historical

Post-processing Reason cumulative

Post-processing Reason historical

Department This option suppresses user

level detail and presents

statistics and summaries at the

level of departments only.

User cumulative

User historical


Wrap-up reason historical

Routing State Reason cumulative




Site This option suppresses user and department level detail and

presents statistics and

summaries at the level of sites

only.

User cumulative User historical



Routing State Reason cumulative




Table 3 Report By options and their effect on report content


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User by

Queue

This option presents statistics

at the user level with a

breakdown for each queue forwhich this user was offered a

contact. Only a subset of the

statistics available with the

User, Department, and Site

Report By options are available

when you choose this option.

User historical

Queue This option presents statistics

and summaries at the level of

queues.

Callback cumulative

Callback historical

Queue real-time

Queue cumulative

Queue historical



Aggregate This option suppresses queue

level detail and presents

statistics and summaries at the

level of aggregates only.

Callback cumulative

Callback historical

Queue real-time

Queue cumulative

Queue historical



Queue by

User

This option presents statistics

at the queue level with

breakdowns by each user who

was offered contacts

associated with the queue.

Only a subset of the statistics

available with the queue and

aggregate Report By options

are available.

Queue historical

Result This option presents statistics

for each site-defined or system-

caused callback disposition.

Callback historical

Report By

option

Description and notes Report type availability

Table 3 Report By options and their effect on report content


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Impact of multiple time zones on historical reports

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2.5 Impact of multiple time zones on historical reports

If multiple locations are configured, different time zone options may be available

when you generate a historical report, depending on the configuration of your

system.

By selecting the appropriate time zone option, you can generate historical reportsbased on different time zones to provide a comprehensive view of contact center

activities.

It is important to understand the effect of different time zone options in order to

properly interpret the information in a report. Two reports can have the same

properties, except for the time zone option that is selected. At first glance, the

resulting reports might appear almost identical. However, the information in each

report must be viewed from the perspective of the time zone option that was

selected when the report was generated.

NOTE: Ensure that the full day is complete at all locations that are in differenttime zones before data maintenance occurs. If the full day (or full week or full

month) is not complete at all locations when the reporting statistics are calculated,

reports that are based on the time zone of the user's location will not show any

data for that day (or week or month). However, the data will be available the next

day. For more information about time zones and their effect on when data is

available for reports, see the Manager Administration Guide.

Configuration of the system Can generate reports based on time zone of

Main server machine with one

location

Local site (default)

No other options are available, so the time zone

selection box does not appear when you

configure the report.

Main server machine with two or

more locations

Local site (default)

User location

Table 4 Time zone options that are available for historical reports


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2.5.1 Local site vs. user location (main server

machine)

If multiple locations are configured on a main server machine, you can generate

a user, routing state reason, Wrap-up reason, or Post-processing reason report

based on the time zone of the local site or the user's location. If you are

configuring any other type of report on a main server machine, the time zone

option is not available.

For example, consider a scenario where the main server machine is located in

London, England. This site has users in London as well as in three associated

user locations.

Each user location is in a different time zone. Beijing and Munich are eight hours

and one hour ahead of London respectively, and Brasilia is three hours behind

London. All times are based on UTC (Coordinated Universal Time).

You can configure a report to display the number of Routed Handled contacts

from 10:00 to 12:00 (noon), in hourly intervals, for users in these locations: Beijing

(User 1), Munich (User 2), London (User 3), and Brasilia (User 4).


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When you select the Local site time zone option, all the times that are displayed

in the report are based on the time zone of the local site, which is London. Brasilia

is three hours behind London, so it is only 7:00 A.M. there and the contact center

is closed. As a result, the number of Routed Handled contacts in Brasilia is zero.

When you select the User location time zone option, all the times that are

displayed in the report are times at the locations of the individual users. In this

report, 10:00 for User 1 represents 10:00 A.M. Beijing time, 10:00 for User 2


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represents 10:00 A.M. Munich time, and so on. This allows you to compare

statistics in separate user locations, based on the same business hours at each

location.

NOTE: If Daylight Saving Time is in effect at a particular location, the system

automatically makes any necessary adjustments.


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Predefined reports

3 Predefined reports

The Manager application in OpenScape Contact Center provides a set of

predefined report definitions that contain the most commonly reported on data.You can use these reports as they are, or make copies of them and modify the

definition to meet your requirements. Table 5 lists all the predefined reports that

are available.

Throughout this chapter, you will see real-time, cumulative, and historical

embedded in the report names. This will help you distinguish between similarly

named reports.

Resource Real-time Cumulative Historical

Users User Status Report User Summary

Cumulative Report

User by Queue

Historical Report

User SummaryReport

User Performance

Report

User Resolution

Report

Groups Group Status

Report

Group Summary

Cumulative Report

Group Summary

Report

Contacts Active Contacts

Report

(none) Contact/Source

Historical Report

Callbacks Active Callbacks

Report

Callback Summary

Cumulative Report

Detailed Callback

Historical Report

Callback SummaryHistorical Report

Queues Queue Status

Report

Queue Summary

Cumulative Report

Queue Abandoned

Contacts Profile

Report

Queue Answered

Contacts Profile

Report

Queue Summary

Report

Queue by User

Historical Report

Destinations (none) (none) Destination Report

Wrap-up

reasons

(none) (none) User Wrap-up

Reason Report

Routing state

reasons

(none) (none) Routing State

Reason Historical

Report

Post-

processing

reasons

(none) (none) Post-processing

Reason Report

Table 5 Predefined reports, by resource and report type


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Predefined real-time reports

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3.1 Predefined real-time reports

The predefined real-time reports packaged with OpenScape Contact Center

provide the most commonly used current status details on live contact center

resources.

3.1.1 User Status Report

A User Status Report provides live state information on one or more users. In

addition to showing the current handling state and presence state of each user,

this report shows how long the user has been in that state.

This report has the following columns:

Name

User ID

Group

State (Handling State)

Time in State (Handling State)

State (Presence State)

Time in State (Presence State)

For detailed descriptions of the columns available for the User Status Report, see

Section 4.2.1, User real-time statistics, on page 66.


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On the level of the individual user, the User Status Report report is commonly

used to investigate problems such as lengthy times spent in Talking handling

state or in Post-processing handling state wrapping up a contact. At the level of

the department or group, the User Status Report can be used to assess the

readiness of the group or department to handle the current workload.

For an indication of a user's performance over a particular time period, see the

following:

Section 3.3.1, User Summary Report, on page 42.

Section 3.2.1, User Summary Cumulative Report, on page 36.

Section 3.3.2, User Performance Report, on page 43.

3.1.2 Group Status Report

A Group Status Report provides live workload information for one or more groups.


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Name

Primary (Waiting Contacts)

Overflow (Waiting Contacts)

Logged On (Users)

Idle (Users)

For detailed descriptions of the columns available for the Group Status Report,

see Section 4.2.2, Group real-time statistics, on page 67.

The Group Status Report is most commonly used to assess how the group is

handling the current workload. The pending workload is shown by the waiting

contacts values. The ability to handle the workload is shown by the logged on and

idle user values.

If the Group Status Report indicates problems, see the following reports for more

information:

Section 3.1.1, User Status Report, on page 30 provides additional

information on the current state of individual users.

Section 3.2.2, Group Summary Cumulative Report, on page 38 provides

information on a group's performance over a particular time period.

Section 3.3.5, Group Summary Report, on page 48.


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3.1.3 Active Contacts Report

The Active Contacts Report is a real-time report that provides live information on

contacts that are currently in queue.


Queue Name

Time in State

State

Description

Priority

Eligible Users

For detailed descriptions of all columns available for the Active Contacts Report,

see Section 4.2.3, Contact real-time statistics, on page 68.

The Active Contacts Report is most commonly used to assess the current

outstanding workload across a number of queues. It reports on outstanding

contacts only, and therefore can help you isolate particular queues or groups that

are not keeping up with the current workload.

If the Active Contacts Report indicates problems, see the following reports for

more information:

Section 3.1.2, Group Status Report, on page 31 provides an indication of

current workload of a group and its ability to handle the workload.

Section 3.1.5, Queue Status Report, on page 35 provides live information

and shift statistics on the workload of individual queues.


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3.1.4 Active Callbacks Report

The Active Callbacks Report is a real-time report that provides live information on

callbacks that are currently in queue.

The Active Callbacks Report is most commonly used to asses the current

outstanding callbacks across a number of callback queues. It reports on

outstanding callbacks only, and can therefore help you isolate particular queues

or groups that are not keeping up with the current callback workload.


Queue Name

Origin

State

Customer Name

Customer Telephone Number

Creator Name

Count (Attempt)

For detailed descriptions of all columns available for the Active Callbacks Report,

see Section 4.2.4, Callback real-time statistics, on page 68.

If the Active Callbacks Report indicates problems, see the following reports for

more information:

Section 3.1.2, Group Status Report, on page 31 provides an indication of

current workload of a group and its ability to handle the callback workload.

Section 3.1.5, Queue Status Report, on page 35 provides live information

and shift statistics on the workload of individual callback queues.


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3.1.5 Queue Status Report

The Queue Status Report contains both live information and statistics gathered

since the start of the current shift. It provides performance statistics for a queue.


Name

Queued (Contacts)

Received (Shift) (Contacts)

Answered (Shift) (Contacts)

Current (Service Level)

Estimated (Service Level)

Oldest Contact (Wait Time)

Answered (Average Wait Time)

Estimated Answer(Wait Time)

For detailed descriptions of all columns available for the Queue Status Report,

see Section 4.2.5, Queue real-time statistics, on page 70.

The Queue Status Report report is most commonly used to assess how well the

workload for a queue is being handled. The key indicators of current workload

handling are the current and estimated service level, average wait times, and the

contacts queued value. The contacts answered and contacts received values

give an indication of the workload since the start of the current shift.


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If the Queue Status Report indicates problems, see the following reports for more

information:

Section 3.1.2, Group Status Report, on page 31 has current status

information on individual groups.

Section 3.2.4, Queue Summary Cumulative Report, on page 40 provides

information on a queue's performance over a particular time period.

Section 3.3.11, Queue Summary Report, on page 56.

3.2 Predefined cumulative reports

The predefined cumulative reports packaged with OpenScape Contact Center

provide commonly used, accumulated, 24-hour statistics and summaries on

contact center resources.

NOTE: If one of the predefined historical reports contains the content required

for a cumulative report that you want to use at your site, you can make a copy of

the historical report and change the report type to cumulative.

3.2.1 User Summary Cumulative Report

The User Summary Cumulative Report provides a recent profile on contactsoffered to individual users.


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Name

Logged On (Total Time)

Utilization

Routed (Offered Contacts)

Routed Other(Offered Contacts)

Routed (Handled Contacts)

Routed Other(Handled Contacts)

Direct (Handled Contacts)

Routed (Abandoned Offered Contacts)

Unhandled (Routed Contacts)

Held (Routed Contacts)

Routed Talked (Average Time)

Routed Held (Average Time)

Idle (Percentage Time)

Away (Percentage Time)

Busy (Percentage Time)

Routed (Percentage Handling Time)

For detailed descriptions of all columns available for the User Summary

Cumulative Report, see Section 4.3.1, User cumulative and historical statistics,

on page 72.

You can use the User Summary Cumulative Report to assess user performance.

In addition to basic count totals such as contacts offered and contacts handled,

the User Summary Cumulative Report includes additional breakdown details that

let you do the following:

Compare the number of contacts handled that were routed by OpenScape

Contact Center with the number of contacts handled that were not routed byOpenScape Contact Center.

Compare the time that users spent in Idle presence state with the time that

users spent in Away or Busy presence state, to determine how many more

contacts might be handled.

Inspect the average time that was spent handling contacts and post-

processing contacts.


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Comparing statistics for several users can help you determine which users may

need additional training in handling contacts.

For additional information on user performance, see Section 3.3.2, User

Performance Report, on page 43.

3.2.2 Group Summary Cumulative Report

The Group Summary Cumulative Report provides a summary of the contacts that

were received for a group.


Name

Primary (Received Contacts)

Overflow (Received Contacts)

Primary (Offered Contacts)

Overflow (Offered Contacts)

Offered Elsewhere (Received Contacts)

Average (Logged On Users)

All (Received Contacts)

For detailed descriptions of all columns available for the Group Summary

Cumulative Report, see Section 4.3.2, Group cumulative and historical

statistics, on page 81.


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The Group Summary Cumulative Report is used primarily to provide a profile of

contacts received in groups and consists largely of count statistics. For an

individual group, this report can be used as follows:

The contacts offered and contacts received statistics are an indicator of how

efficiently the group is handling contacts.

The primary contacts received and overflow contacts received statistics can

be used to verify or diagnose effectiveness of the configuration of queues that

use this group as an overflow group.

Across a set of groups, the Group Summary Cumulative Report can be used to

compare contact handling requirements.

If the Group Summary Cumulative Report indicates problems, see the following

reports for more information:

Section 3.3.3, User Resolution Report, on page 45 - If the number oftransferred out contacts is an issue, this report provides detailed transferred

out contact statistics by user.

Section 3.3.11, Queue Summary Report, on page 56 - If the number of

contacts overflowing into a group is an issue, this report can provide more

information on the queue this group is part of.

3.2.3 Callback Summary Cumulative Report

The Callback Summary Cumulative Report provides a recent summary of

callbacks handled by the contact center. This report consists largely of countstatistics, such as the number of successful and unsuccessful callbacks.

The Callback Summary Cumulative Report is used primarily to provide a profile

of callback handling performance.The report lets you gauge the success and

failure of callback attempts over the last 24 hours.


Name

Attempts

Callbacks

Successful

All (Unsuccessful)

Requeued Out

Percentage Successful


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Percentage Unsuccessful

Average (Contact Time)

If the Callback Summary Cumulative Report indicates problems, see the

following reports for more information:

Section 3.3.3, User Resolution Report, on page 45 can provide detailed

resolution statistics by user.

Section 3.3.11, Queue Summary Report, on page 56 can provide detailed

information on the callback queues.

3.2.4 Queue Summary Cumulative Report

The Queue Summary Cumulative Report summarizes contact handling efficiency

for individual queues. It provides both data on contact dispositions (received,

answered, redirected, for example) as well as calculated statistics such as

abandon rate, service level, and average wait times.


Name

All (Received Contacts)

All (Answered Contacts)

All (Abandoned Contacts)

Out of Scope (Redirected Contacts)

Service Level


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Abandon Rate

Answered (Average Wait Time)

Abandoned (Average Wait Time)

Average (User Involvement Time)

For detailed descriptions of all columns available with the Queue Summary

Cumulative Report, see Section 4.3.5, Queue cumulative and historical

statistics, on page 87.

The key indicators in this report are the average wait time and service level

values. They provide a high-level summary of how well contacts arriving in this

queue are handled, including information such as the following:

How long customers are waiting before being answered by a user.

The percentage of contacts being answered within the site-defined servicelevel, depending on the selected service level formula.

The most common cause of unfavorable values in the key indicators in this report

is the number of users of the primary group associated with the queue. Another

contributor to poor values in the report is the overflow interval defined for the

queue.

If the Queue Summary Cumulative Report indicates problems, see the Section

3.3.5, Group Summary Report, on page 48. The Group Summary Report

provides contacts handled and contacts offered statistics, as well as a primary

and overflow breakdown of contacts received.

3.3 Predefined historical reports

The predefined historical reports packaged with OpenScape Contact Center

provide the statistics and summaries most commonly used in contact center

management.

NOTE: If one of the predefined cumulative reports contains the content required

of a historical report that you want to use at your site, you can make a copy of the

cumulative report and change the report type to historical.


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3.3.1 User Summary Report

The User Summary Report is a historical report that provides a profile on contacts

offered to individual users.


Name

Routed (Offered Contacts)


Routed (Abandoned Offered Contacts)

Held (Routed Contacts)

Direct Incoming Voice (Handled Contacts)

Direct Outgoing Voice (Handled Contacts)

Direct Internal Voice (Handled Contacts)

All (Average Handling Time)

Busy (Average Time)


For detailed descriptions of all the columns available for the User Summary

Report, see Section 4.3.1, User cumulative and historical statistics, on page 72.


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This report is most commonly used to assess how a user is handling offered

contacts. In addition to letting you inspect basic count totals such as contacts

offered, contacts handled, held contacts, and abandoned contacts, this report

includes additional breakdown details that let you:

Compare the number of contacts handled that were routed by OpenScape

Contact Center with the number of contacts handled that were not routed by

OpenScape Contact Center.

Inspect the average time spent handling contacts.

Comparing statistics for several users can help you isolate users that may need

additional training in handling contacts.

For additional information on user performance, see Section 3.3.2, User

Performance Report, on page 43.

3.3.2 User Performance Report

The User Performance Report provides a breakdown of time spent in various

activities by individual users.


Name

Logged On (Total Time)

All (Average Handling Time)

Routed (Percentage Handling Time)

Direct Internal Voice (Percentage Handling Time)

Direct Incoming Voice (Percentage Handling Time)


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Direct Outgoing Voice (Percentage Handling Time)

Idle (Percentage Time)

Away (Percentage Time)

Busy (Percentage Time)

Other(Percentage Time)

For detailed descriptions of all columns available with the User Performance


The User Performance Report is most commonly used to assess how well users

are spending their time. In addition to letting you inspect statistics such as total

logged-on time and the average time spent handling contacts, this report lets you:

Compare the time that users spent handling contacts that were routed by

OpenScape Contact Center with the time spent handling contacts that werenot routed by OpenScape Contact Center.

Compare the time that users spent in Away and Busy presence state with the

time that users spent handling contacts and in Idle presence state.

If this report indicates problems, see the following reports for more information:

Section 3.2.1, User Summary Cumulative Report, on page 36

Section 3.3.1, User Summary Report, on page 42.


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3.3.3 User Resolution Report

The User Resolution Report is a historical report that provides a high-level profile

of final dispositions for contacts received by individual users.


Name


Terminated (Routed Contacts)

Transferred (Routed Contacts)

Requeued (Routed Contacts)

For detailed descriptions of all the columns available for the User Resolution


The User Resolution Report is commonly used to view high-level contact results

for individual users. Across several users, the report can be used to compare

contact-handling efficiency. For individual users, the report can be used as the

first step in diagnosing problems.

If this report indicates problems, see the following reports for more information:

Section 3.2.1, User Summary Cumulative Report, on page 36 provides

additional contact-handling statistics.

Section 3.3.1, User Summary Report, on page 42 provides additional

contact-handling statistics.

Section 3.3.2, User Performance Report, on page 43 provides a breakdown

of time spent in various activities.


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3.3.4 User by Queue Historical Report

The User by Queue Historical Report breaks down user performance on a queue-

by-queue basis. The report lets you measure performance by a user for each

queue for which the user handled contacts. Summaries are provided at the user,queue, and daily levels and detailed information on each contact is provided.


Name

Offered (Routed Contacts)

Handled (Routed Contacts)

Routed (Average Handling Time)


Routed Consulted (Average Time)

Routed Deferred (Average Time)

For detailed descriptions of all columns available for the User by Queue Historical

Report, see Section 4.3.1.2, User historical statistics (User by Queue), on page

79.

The User by Queue Historical Report report is used primarily to measure user

handling of contacts from different queues. Comparing user statistics across

several queues can indicate strengths and weaknesses in handling different

types of contacts. Within the user statistics for a single queue, the aver

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