V Visi ion

VVisiion
U
User Manual
M
What’s New
N in Documen
D
nt ref V1.22/1010/44
Vision 1.22
October
O
20100
Vision User Manual
What’s New in document ref V1.2/1010/4
Document No. 013a
Version No. V1.2/1010/4
© Copyright SpliceCom Ltd
SpliceCom Ltd
The Hall Business Centre, Berry Lane
Chorleywood, Herts WD3 5EX
Tel: 01923 287700
Website: www.splicecom.com
Vision User Manual
Conte
ents
This doccument detaiils the new and
a updated sections of Vision
V
User Manual
M
refereence V1.2/10010/4. Each
section h
has been listted in the sam
me order thaat they appeaar in the man
nual.
Call Logss ............................................................... ........................................................................................................ 1 Down
nloading a re
ecording ............................. ........................................................................................................ 1 Reports .................................................................. ........................................................................................................ 1 Transfferred Calls By
B Cost ............................... ........................................................................................................ 1 Quickk Reports ................................................. ........................................................................................................ 1 Wallboards ........................................................... ........................................................................................................ 2 gn a Wallboarrd ....................................... ........................................................................................................ 2 Desig
Statisttic Panel .................................................. ........................................................................................................ 2 Calls In To Attendaant panel ........................... ........................................................................................................ 2 Reporrt Panel.................................................... ........................................................................................................ 3 Edit a Panel ...................................................... ........................................................................................................ 3 Vision Caall Centre Re
eports ................................. ........................................................................................................ 4 4
Call Q
Queue Completion Codess Per Agent BBy Queue........................................................................................ 6 6
Queu
ue Completio
on Codes By Queue
Q
........ ........................................................................................................ 8 8
ue Completio
on Codes Per Agent By Co
ode.................................................................................................. 9 Queu
ue Activity ................................................ ...................................................................................................... 100 Queu
ue Activity Summary .............................. ...................................................................................................... 11 Queu
ue Activity Tre
end..................................... ...................................................................................................... 12 Queu
ue Traffic .................................................. ...................................................................................................... 13 Queu
ue Traffic Sum
mmary ................................ ...................................................................................................... 144 Queu
Servicce Levels Per Queue ............................. ...................................................................................................... 15 Group
p Activity .................................................. ...................................................................................................... 166 Group
p Activity By Queue
Q
............................... ...................................................................................................... 17 Agentt Call Activity .......................................... ...................................................................................................... 188 Agentt Utilisation ............................................. ...................................................................................................... 200 Agentt Utilisation Summary
S
........................... ...................................................................................................... 21 Agentt Not Availab
ble Time ............................. ...................................................................................................... 22 Agentt Activity .................................................. ...................................................................................................... 23 Agentt Queue Actiivity .................................... ...................................................................................................... 244 Agentt Queue Actiivity Summarry .................. ...................................................................................................... 25 Aband
doned Calls ......................
.
..................... ...................................................................................................... 266 Aband
doned Summ
mary ................................... ...................................................................................................... 29 Calls TTo Voicemail .......................................... ...................................................................................................... 300 Agentt Availability Report By Daay ................. ...................................................................................................... 31 Agentt Availability Report By We
eek .............. ...................................................................................................... 35 Agentt Availability Report By Mo
onth ............ ...................................................................................................... 37 Contaact Response
e.......................................... ...................................................................................................... 39 Incom
ming Responsse SLA ............................... ...................................................................................................... 400 Incom
ming Call Breaakdown By Hour
H
With SLA
A ................................................................................................... 43 Incom
ming Call Breaakdown By Day
D With SLA ..................................................................................................... 466 Incom
ming Call Breaakdown By Week
W
With SLLA .................................................................................................. 488 Incom
ming Call Breaakdown By Month
M
With SSLA ................................................................................................ 500 Vision Caall Centre Livve Wallboards................... ...................................................................................................... 52 Agentt Panel ..................................................... ...................................................................................................... 52 Calls Q
Queuing Pan
nel ...................................... ...................................................................................................... 52 Agentts in Queue ......................
.
..................... ...................................................................................................... 53 What’s New
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Statisttic Panel .................................................. ...................................................................................................... 53 Reporrt Panel.................................................... ...................................................................................................... 53 ii
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Call Lo
ogs
Downlloading a recording
In the Re
ecordings paage click on the
t Downloaad icon
instructio
ons of your PC.
P
an
nd following the relevantt download/ssave
Reporrts
Transfe
erred Callss By Cost
Cost An
nalysis Repo
ort Descriptio
on
Produce
es a list of calls received and
a then trannsferred exte
ernally and th
heir costs.
Configu
uration Optiions
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Se
elect from 111 presets or C
Custom start date - end date
Se
elect date fro
om drop dow
wn Calendar
Se
elect date fro
om drop dow
wn Calendar
Alllows report start and sto p time to be defined in 24
2 hour form
mat
Se
earches for any
a of the enntities that ap
ppear on the “Show” line
Au
utomatically populated. U
Un-checking the box alon
ngside each entry meanss that these
se
earch results will not be inncluded in th
he “For” box
Report C
Columns
Original Target
Transferred By
Source N
Name
Source N
Number
Target N
Name
Target N
Number
Connectted Duration
Total Cost
The naame of the U ser or Deparrtment that th
he call was ooriginally sent to
The naame of the U ser or Deparrtment responsible for traansferring the call
Name of the caller (if entered on
o maximiser)
The extternal or exteension numb
ber from whiich the callerr placed the call (if
presented)
The naame associateed with the number
n
calle
ed (if enteredd on maximisser) for the
transfe
erred call
The nu
umber called for the transsferred call
The tottal time that tthis call was connected
The cost associatedd with this caall
Drill Dow
wn Report
No drill d
down is available for this report.
Quick Reports
Quick re
eports enable
e you to save
e regularly ussed criteria in
n a report forr use again aand again.
1
2
While creatting a Reportt select “Savee these criterria to my quick reports?
The “Please
e enter a nam
me for this reeport:” text box
b will be displayed. Entter the name
e you wish
to use to id
dentify this quick report
What’s New
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3
Select the Generate
G
Re
eport button. The report will
w be create
ed and the ccriteria used will
w be
saved for future
f
use.
To use a Quick Repo
ort perform th
he following :
1
2
Select the report you wish
w to createe
The Quick Reports save
ed with this r eport will be
e displayed att the top righht hand corner
3
4
Q
Report required
Select the Quick
A report ussing the crite
eria saved in tthe Quick Re
eport will be created
Wallbo
oards
Design
n a Wallbo
oard
Please n
note that if fu
urther Panel Types
T
are dissplayed your maximiser system is runnning the Vision Call
Centre ssoftware.
Statistic Panel
(Please n
note that if th
he Statistic Panel dialoguue box gives you the ability to choosee a Panel Type Group Standard
d Panels, Age
ent Panels orr Queue Pannels your maxximiser system is runningg the Vision Call
C Centre
software
e. The panels listed abovve will be avaailable if you select Standard Panels.)
Calls In
n To Attendant pane
el
When crreating a Callls In To Atten
ndant panel tthe For: field must contain the same ppath as ente
ered in the
Translate
e To field of the
t DDI plan
n entry for thee relevant au
uto attendant or extendeed attendant.
2
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Reportt Panel
Please n
note that if yo
ou are also given
g
the abillity to create a panel base
ed on a Call CCentre reporrt your
maximisser system is running the Vision Call C
Centre softwaare.
Edit a PPanel
(Please n
note that you
u will only be
e able to unlo
ock a wallboard if you are
e logged in tto the Vision portal as
the Man
nager that cre
eated the waallboard or thhat Manager account that has Configuure Manager security.)
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Vision
n Call Cen
ntre Repo
orts
Vision Caall Centre Re
eports are graaphical, in fuull colour, and
d are designe
ed to highligght trends an
nd assist in
analysis,, rather than simply providing a huge amount of data,
d
which must
m then bee processed and
analysed
d using other tools such as
a spreadsheeets. Availablle to anyone with the apppropriate acccess rights,
anywherre via a stand
dard web bro
owser, Visionn Call Centre Reports are “managemeent ready” an
nd can be
printed o
off if required.
4
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The Call Centre reports will be avvailable withi n the Vision portal if your system is coonfigured to run the
Vision Caall Centre software, pleasse refer to yo
our system administrator for further ddetails.
To aid th
he decision-m
making proce
ess, this sectiion provides a description of each repport, detailin
ng the exact
definitio
on of all the terms using within
w
the re ports. This significantly aiids administrrators and managers in
understaanding how each Agent, Queue and the Call Cen
ntre as a who
ole is perform
ming, and the
erefore
assists in
n making the
e correct decisions to furtther improve
e the overall Call
C Centre pperformance.
d Vision Call Centre
C
Reporrts can be run over a rang
ge of dates ( the Report Period).
P
The
Each of tthe standard
options for the Repo
ort Period are
e:












Today
Yesterday
This Week
This Month
This Year
Last Week
Last Month
7 Days
30 Days
60 Days
90 Days
Custom (allo
ows any Start Date and Ennd Date to be
e defined)
A specifiic time perio
od during the
e day can also
o be specifie
ed, with a sta
art and end tiime in 24 hour format.
orts can be scheduled byy time and daate and delivvered to indivviduals or grooups by emaail and you
Key repo
can build
d your own reporting
r
gro
oups. Each reeport can be printed or exxported in a CSV format.
What’s New
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Call Qu
ueue Com
mpletion Codes Per A
Agent By Queue
Q
Call Centre Report Description
Shows a breakdown of which completion coddes an agent used and which
w
queuess they were used for.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
Sele
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Code Naame
Total Haandled
Average
e Handle Time
Maximum Handle Tim
me
6
The Completion Code that th
he Agent sele
ected when they
com
mpleted this ccall
The total numbeer of calls in this
t Queue th
hat were com
mpleted with
h
this Completion Code
The average tim e that it take
es for an Agent to compleete a call that
resu
ulted in this C
Completion Code
C
The longest timee that it tookk for an Agent to complette a call
resu
ulted in this C
Completion Code
C
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Total Connected Tim
me
The total time thhat Agents haave spent on
n calls resultinng in this
Com
mpletion Codde
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
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Queue
e Complettion Codess By Queu
ue
Call Centre Report Description
Shows w
which comple
etion codes were
w
used fo
or different queues.
q
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
Sele
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Code Naame
Total Haandled
Average
e Handle Time
Maximum Handle Tim
me
Total Connected Tim
me
The Completion Code that th
he Agent sele
ected when they
com
mpleted this ccall
The total numbeer of calls in this
t Queue th
hat were com
mpleted with
h
this Completion Code
The average tim e that it take
es for an Agent to compleete a call that
resu
ulted in this C
Completion Code
C
The longest timee that it tookk for an Agent to complette a call
resu
ulted in this C
Completion Code
C
The total time thhat Agents haave spent on
n calls resultinng in this
Com
mpletion Codde
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
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Queue
e Complettion Codess Per Agen
nt By Code
e
Call Centre Report Description
Shows w
which comple
etion codes were
w
used.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
Sele
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Code Naame
Queue N
Name
Total Haandled
Average
e Handle Time
Maximum Handle Tim
me
Total Connected Tim
me
The Completion Code that th
he Agent sele
ected when they
com
mpleted this ccall
The name of thee Queue thatt the calls ressulting in thiss
Com
mpletion Codde were sent to
The total numbeer of calls in this
t Queue th
hat were com
mpleted with
h
this Completion Code
The average tim e that it take
es for an Agent to compleete a call that
resu
ulted in this C
Completion Code
C
The longest timee that it tookk for an Agent to complette a call
resu
ulted in this C
Completion Code
C
The total time thhat Agents haave spent on
n calls resultinng in this
Com
mpletion Codde
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
What’s New
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Queue
e Activity
Call Centre Report Description
Breaks d
down calls intto queues an
nd the time ttaken to answ
wer them.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
Selectt from 10 preesets or Custom start date
e - end date
Selectt date from ddrop down Calendar
C
Selectt date from ddrop down Calendar
C
Enter Start and Endd times in hh
hmm (24 hou
ur) format
Columns
Report C
Queue N
Name
Numberr Of Calls
Total Haandled
Average
e Ring Time
Average
e Connect Tim
me
The name of the Q
Queue wherre the call wa
as initially preesented
The to
otal number of calls prese
ented to the Queue
The to
otal number of calls prese
ented to the Queue that were then
answe
ered by an A
Agent
The avverage time taken for a call
c presented to this Queeue took to
be answered by aan Agent
The avverage time taken for a call
c presented to this Queeue took to
be completed by aan Agent
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
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Queue
e Activity Summary
S
Call Centre Report Description
A summ
mary of calls fo
or queues an
nd the time ttaken to handle them.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
e - end date
Selectt from 10 preesets or Custom start date
Selectt date from ddrop down Calendar
C
Selectt date from ddrop down Calendar
C
Enter Start and Endd times in hh
hmm (24 hou
ur) format
Columns
Report C
Queue N
Name
Numberr Of Calls
Total Haandled
Average
e Ring Time
Average
e Connect Tim
me
The name of the Q
Queue wherre the call wa
as initially preesented
The to
otal number of calls prese
ented to the Queue
The to
otal number of calls prese
ented to the Queue that were then
answe
ered by an A
Agent
The avverage time that a call prresented to this Queue toook to be
answe
ered by an A
Agent
The avverage time that a call prresented to this Queue toook to be
comp
pleted by an A
Agent
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
What’s New
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Queue
e Activity Trend
T
Call Cen
ntre Report Description
n
Shows th
he number of
o tasks that are
a allocatedd over a time
e period to identify call treends.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
m 10 presets or Custom start date - en
nd date
Select from
Select date
e from drop ddown Calend
dar
Select date
e from drop ddown Calend
dar
Enter Start and End tim
mes in hhmm (24 hour) fo
ormat
Columns
Report C
Date
Numberr Of Calls
Not Han
ndled
Total Haandled
Date in yyyyy-mm-dd forrmat
The total number
n
of caalls presented
d to the Que
eue
The total number
n
of caalls presented
d to the Que
eue that weree not
answered by an Agent
The total number
n
of caalls presented
d to the Que
eue that weree then
answered by an Agent
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
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Queue
e Traffic
Call Centre Report Description
Shows a break down
n of all call de
etails for queeues, includin
ng abandone
ed calls.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
Sele
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Queue N
Name
Numberr Of Calls
Not Han
ndled
Total Haandled
Average
e Ring Time
Maximum Ring Time
e
Average
e Connected Time
Maximum Connecte
ed
Time
Total Connected Tim
me
The name of thee Queue whe
ere the call was
w initially ppresented
The total numbeer of calls pre
esented to th
he Queue
The total numbeer of calls pre
esented to th
he Queue thaat were not
answ
wered by an Agent
The total numbeer of calls pre
esented to th
he Queue thaat were then
n
answ
wered by an Agent
The average tim e that a call presented to
o this Queuee took to be
answ
wered by an Agent
The maximum ti me that a caall presented to this Queuue took to
be answered
a
by an Agent
The average tim e that a call presented to
o this Queuee took to be
com
mpleted by ann Agent
The maximum ti me that a caall presented to this Queuue took to
be completed
c
byy an Agent
The total time fo
or all call pressented to this Queue to bbe
com
mpleted by ann Agent
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
What’s New
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Queue
e Traffic Su
ummary
Call Centre Report Description
Shows a summary off all call details for queuees, including abandoned calls.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Queue N
Name
Numberr Of Calls
Not Han
ndled
Total Haandled
Average
e Ring Time
Maximum Ring Time
e
Average
e Connected Time
Maximum Connecte
ed
Time
Total Connected Tim
me
The name of thee Queue whe
ere the call was
w initially ppresented
The total numbeer of calls pre
esented to th
he Queue
The total numbeer of calls pre
esented to th
he Queue thaat were not
answ
wered by an Agent
The total numbeer of calls pre
esented to th
he Queue thaat were then
n
answ
wered by an Agent
The average tim e that a call presented to
o this Queuee took to be
answ
wered by an Agent
The maximum ti me that a caall presented to this Queuue took to
be answered
a
by an Agent
The average tim e that a call presented to
o this Queuee took to be
com
mpleted by ann Agent
The maximum ti me that a caall presented to this Queuue took to
be completed
c
byy an Agent
The total time fo
or all call pressented to this Queue to bbe
com
mpleted by ann Agent
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
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What’s Ne
ew
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Service
e Levels Pe
er Queue
Call Centre Report Description
Shows h
how many caalls were alloccated and co
ompleted witthin Service Level
L
Targetss.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
Sele
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Queue N
Name
Numberr Of Calls
Total Haandled
Average
e Ring Time
Average
e Connected Time
Answer TTime % Insid
de SLA
Answer TTime % Outsside
SLA
Handling
g Time % Insside
SLA
Handling
g Time % Ou
utside
SLA
The name of thee Queue whe
ere the call was
w initially ppresented
The total numbeer of calls pre
esented to th
he Queue
The total numbeer of calls pre
esented to th
he Queue thaat were then
n
answ
wered by an Agent
The average tim e that a call presented to
o this Queuee took to be
answ
wered by an Agent
The average tim e that a call presented to
o this Queuee took to be
com
mpleted by ann Agent
The percentage of calls that were answered inside thhe predefined target a nswer time (in
( seconds)
The percentage of calls that were answered outside tthe predefined target a nswer time (in
( seconds)
The percentage of calls that were comple
eted inside thhe predefined target h andle time (in seconds)
The percentage of calls that were comple
eted outsidee the predefined target h andle time (in seconds)
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
What’s New
w
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Group Activity
Call Centre Report Description
Shows d
details of callss handled byy all Agents o
or by a group
p of Agents as
a specified bby a Reportin
ng Group.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
f
10 preseets or Custom
m start date - end date
Select from
Select date
d from dro
op down Callendar
Select date
d from dro
op down Callendar
Enter Sttart and End times in hhm
mm (24 hour) format
Searche
es for any off the entities that appear on the “Show
w” line
Automaatically popu lated. Un-checking the box alongsidee each entry
means that these seearch resultss will not be included in thhe “For” boxx
Columns
Report C
Agent N
Name
Numberr Of Calls
Handling
g Time
Average
e Handle Time
Maximum Handle
Time
Name of
o the Agent handling the inbound ca
alls to the Quueue
Numbe
er of calls to tthat Queue that
t
the Agent handled
The totaal time that tthe Agent sp
pent handling
g calls
The ave
erage time thhat the Agen
nt spent hand
dling each caall
The lon
ngest time th at the Agentt spent handling a single call
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
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What’s Ne
ew
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Group Activity Byy Queue
Call Centre Report Description
Shows d
details of callss handled byy a group of aagents broke
en down into
o queues.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Select fro
om 10 presetts or Custom start date - end
e date
Select daate from dropp down Calendar
Select daate from dropp down Calendar
Enter Start and End tim
mes in hhmm
m (24 hour) format
f
Searchess for any of thhe entities th
hat appear on
n the “Show”” line
Automatically populaated. Un-checcking the boxx alongside eeach entry
hat these seaarch results will
w not be inccluded in thee “For” box
means th
Columns
Report C
Queue N
Name
Numberr Of Calls
Total Haandled
Average
e Ring Time
Average
e Connected
Time
The name of the Queeue where th
he call was in
nitially presennted
The total number of ccalls presented to the Qu
ueue
The total number of ccalls presented to the Qu
ueue that weere then
answered
d by an Agennt
The averaage time thaat a call prese
ented to this Queue tookk to be
answered
d by an Agennt
The averaage time thaat a call prese
ented to this Queue tookk to be
complete
ed by an Ageent
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
What’s New
w
Vision User Manual V1.2/10110/4
17
Vision User Manual
Agent Call Activity
Call Centre Report Description
Shows aall calls assign
ned to an Ag
gent.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
Select from
f
10 preseets or Custom
m start date - end date
Select date
d from dro
op down Callendar
Select date
d from dro
op down Callendar
Enter Sttart and End times in hhm
mm (24 hour) format
Report C
Columns
Date
Start
End
Duration
n
Queue N
Name
18
Date in yyyy-mm-ddd format
The tim
me at which thhe call was answered
a
by the Agent
The tim
me at which thhe Agent completed the call
The totaal time takenn for the call
The nam
me of the Quueue where the call was initially preseented
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Caller De
etails
Code Naame
Callers number (if ppresented) an
nd name (if entered
e
on m
maximiser)
The Completion Co de that the Agent
A
selecte
ed when theey completed
d
this calll
wn Report
Drill Dow
Drill dow
wn on this report provides further info
ormation on individual ca
alls.
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
mm:ss – in 24
4 hour formaat) of the
Date (yyyy-mm-dd) & Time (hh:m
individu
ual call
Name (if
( entered o n maximiser) and numbe
er (if presentted) of the
caller
The nam
me associateed with the number
n
called and the nuumber called
d
The nam
me associateed with the extension
e
tha
at actually annswered the
call and
d the numbeer of that exte
ension
The nam
me associateed with the extension
e
tha
at caused thee call to be
forward
ded and the number of th
hat extension
The totaal time that tthis call was ringing before connectedd
The totaal time that tthis call was connected
c
The cosst associatedd with this call
o this reporrt provides a complete caall record.
A further drill down on
What’s New
w
Vision User Manual V1.2/10110/4
19
Vision User Manual
Agent Utilisation
n
Call Centre Report Description
Shows th
he time that Agents have
e spent in diffferent statess, divided into logged-in pperiods.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
m 10 presets or Custom start date - en
nd date
Select from
Select date
e from drop ddown Calend
dar
Select date
e from drop ddown Calend
dar
Enter Start and End tim
mes in hhmm (24 hour) fo
ormat
Columns
Report C
Date
Agent N
Name
Agent N
Number
Logged Out
Logged In
Not Avaiilable
Waiting
Ringing
Busy
Wrap-Up
p
Busy Oth
her
Blackliste
ed
Date in yyyyy-mm-dd forrmat
Name of th
he Agent ha ndling the in
nbound calls to the Queuue
The extenssion numberr of the Agen
nt
The total time that the Agent was lo
ogged in, in hh:mm:ss foormat
The total time that the Agent was lo
ogged out, in
n hh:mm:ss fformat
The total time that the Agent was not
n available, in hh:mm:sss format
The total time that the Agent was waiting
w
for ca
alls to be pressented, in
hh:mm:ss format
The total time that callss presented to
t the Agent were ringingg before
being answ
wered, in hh :mm:ss form
mat
The total time that the Agent was in
n a busy state handling ccalls, in
hh:mm:ss format
The total time that the Agent was lo
ogged in a wrap-up
w
statee following a
completed
d call, in hh:m
mm:ss format
The total time that the Agent was in
n a busy state for reasonss other than
calls, in hh:mm:ss form
mat
The total time that the Agent was blacklisted
b
as a result of nnotanswering three calls inn a row that had been prresented to tthem, in
hh:mm:ss format
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
20
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Agent Utilisation
n Summary
Call Centre Report Description
A summ
mary, identifying the durattion that Ageents have spe
ent in particu
ular states.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Agent N
Name
Agent N
Number
Logged Out
Logged In
Not Avaiilable
Waiting
Ringing
Busy
Wrap-Up
p
Busy Oth
her
Blackliste
ed
Nam
me of the Ag ent handling
g the inbound calls to thee Queue
The extension n umber of the
e Agent
The total time thhat the Agentt was logged
d in, in hh:mm
m:ss format
The total time thhat the Agentt was logged
d out, in hh:m
mm:ss
form
mat
The total time thhat the Agentt was not ava
ailable, in hhh:mm:ss
form
mat
The total time thhat the Agentt was waiting
g for calls to bbe
pressented, in hhh:mm:ss form
mat
The total time thhat calls prese
ented to the Agent were ringing
befo
ore being an swered, in hh:mm:ss
h
format
The total time thhat the Agentt was in a busy state handdling calls, in
n
hh:m
mm:ss formaat
The total time thhat the Agentt was logged
d in a wrap-upp state
follo
owing a com pleted call, in hh:mm:ss format
f
The total time thhat the Agentt was in a busy state for rreasons
othe
er than calls, in hh:mm:sss format
The total time thhat the Agentt was blacklissted as a resuult of notansw
wering threee calls in a row
w that had been presentted to them,
in hh:mm:ss form
mat
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
What’s New
w
Vision User Manual V1.2/10110/4
21
Vision User Manual
Agent Not Availaable Time
Call Centre Report Description
A breakd
down, by Agent, of time spent in a No
ot Available state.
s
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Date & TTime
Agent N
Number
Time No
ot Available
Date
e (yyyy-mm-ddd) & Time (h
hh:mm:ss – in 24 hour fo rmat) of the
indivvidual call
The extension n umber of the
e Agent
The total time thhat the Agentt was not ava
ailable, in hhh:mm:ss
form
mat
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
22
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Agent Activity
Call Centre Report Description
Shows ccalls assigned
d to an Agent.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
f
10 preseets or Custom
m start date - end date
Select from
Select date
d from dro
op down Callendar
Select date
d from dro
op down Callendar
Enter Sttart and End times in hhm
mm (24 hour) format
Report C
Columns
Agent N
Name
Numberr Of Calls
Handling
g Time
Average
e Handle Time
Maximum Handle
Time
Name of
o the Agent handling the inbound ca
alls to the Quueue
Numbe
er of calls to tthat Queue that
t
the Agent handled
The totaal time that tthe Agent sp
pent handling
g calls
The ave
erage time thhat the Agen
nt spent hand
dling each caall
The lon
ngest time th at the Agentt spent handling a single call
wn Report
Drill Dow
Drill dow
wn on this report takes yo
ou to the Ageent Call Activvity report.
What’s New
w
Vision User Manual V1.2/10110/4
23
Vision User Manual
Agent Queue Acctivity
Call Centre Report Description
Shows ccalls assigned
d to an Agent, broken dow
wn into queues.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
om 10 presetts or Custom start date - end
e date
Select fro
Select daate from dropp down Calendar
Select daate from dropp down Calendar
Enter Start and End tim
mes in hhmm
m (24 hour) format
f
Columns
Report C
Agent N
Name
Queue N
Name
Numberr Of Calls
Average
e Ring Time
Average
e Connected
Time
Name off the Agent hhandling the inbound calls
The name of the Queeue where th
he call was in
nitially presennted
The total number of ccalls presented to the Agent
The averaage time thaat a call prese
ented to this Agent took tto be
answered
d
The averaage time thaat a call prese
ented to this Agent took tto be
complete
ed
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
24
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Agent Queue Acctivity Sum
mmary
Call Centre Report Description
A summ
mary of calls assigned
a
to an
a Agent bro ken down byy the queuess they were ddestined for.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
e - end date
Selectt from 10 preesets or Custom start date
Selectt date from ddrop down Calendar
C
Selectt date from ddrop down Calendar
C
Enter Start and Endd times in hh
hmm (24 hou
ur) format
Columns
Report C
Queue N
Name
Numberr Of Calls
Average
e Ring Time
Average
e Connected
Time
The name of the Q
Queue wherre the calls were
w
initially ppresented
The to
otal number of calls prese
ented to the Queue
The avverage time that a call prresented to this Queue toook to be
answe
ered
The avverage time that a call prresented to this Queue toook to be
comp
pleted
wn Report
Drill Dow
No drill d
down facilityy is available for
f this repo rt.
What’s New
w
Vision User Manual V1.2/10110/4
25
Vision User Manual
Aband
doned Calls
Call Centre Report Description
Shows d
details of abaandoned callss on a queuee-by-queue basis.
b
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
Duration
n Longer Thaan
f
10 preseets or Custom
m start date - end date
Select from
Select date
d from dro
op down Callendar
Select date
d from dro
op down Callendar
Enter Sttart and End times in hhm
mm (24 hour) format
Time in
n seconds beefore call wass abandoned
d
Columns
Report C
Abandon
mmary
ned Calls Sum
Total Abandoned Caalls
Lost Abaandoned Callls
They Callled Back
We Calle
ed Back
26
The totaal number off abandoned
d calls over th
he Report Peeriod
The totaal number off calls where
e the caller hu
ung-up and hhave neitherr
called back,
b
not havve been calle
ed back, over the Report Period
The totaal number off calls where
e the caller hu
ung-up, but tthey later
called back,
b
over th e Report Perriod
The totaal number off calls where
e the caller hu
ung-up, but w
we later
called them back, o
over the Repo
ort Period
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Abandon
ned Calls Tottal
Date
Calling N
Number
Calling N
Name
Destinattion Numberr
Destinattion Name
Wait(s)
mm:ss – in 24
4 hour formaat) of the
Date (yyyy-mm-dd) & Time (hh:m
abando
oned call
Numbe
er of the calleer (if presentted)
Name associated
a
w
with the callin
ng number (iff configured in
maximiiser)
The exttension assocciated with the number called
c
The nam
me associateed with the number
n
called
The durration that thhe caller waitted for before hanging-upp
ned Calls Thaat Were Lost
Abandon
Date
Calling N
Number
Calling N
Name
Destinattion Numberr
Destinaation Name
Date (yyyy-mm-dd) & Time (hh:m
mm:ss – in 24
4 hour formaat) of the
abando
oned call
Numbe
er of the calleer (if presentted)
Name associated
a
w
with the callin
ng number (iff configured in
maximiiser)
The exttension assocciated with the number called
c
The nam
me associateed with the number
n
called
ned Callers That
T
Have Caalled Back In
Abandon
Date
Calling N
Number
Calling N
Name
Destinattion Numberr
Destinattion Name
Retried A
At
Spoke To
o
Date (yyyy-mm-dd) & Time (hh:m
mm:ss – in 24
4 hour formaat) of the
abando
oned call
Numbe
er of the calleer (if presentted)
Name associated
a
w
with the callin
ng number (iff configured in
maximiiser).
The exttension assocciated with the number called
c
The nam
me associateed with the number
n
called
Date (yyyy-mm-dd) & Time (hh:m
mm:ss – in 24
4 hour formaat) of the call
when the original C
Calling Numb
ber dialled ba
ack
Extensio
on Number//Associated Name
N
that the returning ccaller was
conneccted to
ned Callers That
T
We Have
e Called Backk
Abandon
Date
Calling N
Number
Calling N
Name
Destinattion Numberr
Destinattion Name
Callbackk Date
Called Byy
What’s New
w
Vision User Manual V1.2/10110/4
Date (yyyy-mm-dd) & Time (hh:m
mm:ss – in 24
4 hour formaat) of the
abando
oned call
Numbe
er of the calleer (if presentted)
Name associated
a
w
with the callin
ng number (iff configured in
maximiiser)
The exttension assocciated with the number called
c
The nam
me associateed with the number
n
called
Date (yyyy-mm-dd) & Time (hh:m
mm:ss – in 24
4 hour formaat) of the call
when the original C
Calling Numb
ber was called
d back
Extensio
on Number//Associated Name
N
of the person whoo called back
the orig
ginal caller
27
Vision User Manual
Drill Dow
wn Report
Drill dow
wn on this report provides further info
ormation on individual ca
alls.
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
mm:ss – in 24
4 hour formaat) of the
Date (yyyy-mm-dd) & Time (hh:m
individu
ual call
Name (if
( entered o n maximiser) and numbe
er (if presentted) of the
caller
The nam
me associateed with the number
n
called and the nuumber called
d
The nam
me associateed with the extension
e
tha
at actually annswered the
call and
d the numbeer of that exte
ension
The nam
me associateed with the extension
e
tha
at caused thee call to be
forward
ded and the number of th
hat extension
The totaal time that tthis call was ringing before connectedd
The totaal time that tthis call was connected
c
The cosst associatedd with this call
o this reporrt provides a complete caall record (see
e Drill Down Report entryy under
A further drill down on
or further details).
Agent Caall Activity fo
28
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Aband
doned Sum
mmary
Call Centre Report Description
Shows a summary off abandoned
d calls on a q ueue-by-que
eue basis.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
om 10 presetts or Custom start date - end
e date
Select fro
Select daate from dropp down Calendar
Select daate from dropp down Calendar
Enter Start and End tim
mes in hhmm
m (24 hour) format
f
Columns
Report C
Destinattion Name
Destinattion Numberr
Total Abandoned
Minimum
m Time
Maximum Time
Average
e Time
Under 10 seconds
10 – 20 sseconds
20 - 30 seconds
30 – 45 sseconds
45 - 60 seconds
Over 60 seconds
The name associatedd with the callling numberr (if entered oon
er)
maximise
The number from whhich the call was
w made (iff presented)
The total number of ccalls from thiis name/num
mber that weere
abandon
ned during thhe Report Period
The shorttest durationn a call rang for
f before the caller hungg-up
The longest duration a call rang fo
or before the
e caller hungg-up
The averaage durationn a call rang for
f before the caller hungg-up over
the Repo
ort Period
The total number of ccalls that werre abandone
ed after ringinng for less
than 10 seconds
s
The total number of ccalls that werre abandone
ed after ringinng between
10 and 20 seconds
The total number of ccalls that werre abandone
ed after ringinng between
20 and 30 seconds
The total number of ccalls that werre abandone
ed after ringinng between
30 and 45 seconds
The total number of ccalls that werre abandone
ed after ringinng between
45 and 60 seconds
The total number of ccalls that werre abandone
ed after ringinng for more
than 60 seconds
s
Drill Dow
wn Report
Drill dow
wn on this report takes yo
ou to the Abaandoned Calls report.
What’s New
w
Vision User Manual V1.2/10110/4
29
Vision User Manual
Calls To
o Voicemaail
Call Centre Report Description
A breakd
down of callss that went to
o voicemail o
on a queue-b
by-queue basis.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
ect from 10 ppresets or Cusstom start da
ate - end datee
Sele
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Columns
Report C
Date
Caller Naame
Caller Nu
umber
Target N
Name
Wait
Date
e (yyyy-mm-ddd)
The name assocciated with th
he calling num
mber (if enteered on
maxximiser)
The number from
m which the call was mad
de (if presennted)
The name of thee Queue whe
ere the call was
w initially ppresented
The duration thaat the caller waited
w
for be
efore hangingg-up
wn Report
Drill Dow
Drill dow
wn on this report provides further info
ormation on individual ca
alls.
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
30
Date (yyyy-mm-dd) & Time (hh:m
mm:ss – in 24
4 hour formaat) of the
individu
ual call
Name (if
( entered o n maximiser) and numbe
er (if presentted) of the
caller
The nam
me associateed with the number
n
called and the nuumber called
d
The nam
me associateed with the extension
e
tha
at actually annswered the
call and
d the numbeer of that exte
ension
The nam
me associateed with the extension
e
tha
at caused thee call to be
forward
ded and the number of th
hat extension
The totaal time that tthis call was ringing before connectedd
The totaal time that tthis call was connected
c
The cosst associatedd with this call
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Agent Availabilitty Report By
B Day
Call Centre Report Description
Shows h
how an Agen
nt (or Agents)) spent their day.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Sele
ect from 11 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Searrches for anyy of the entities that appe
ear on the “SShow” line
Auto
omatically po
opulated. Un
n-checking the box alongsside each
entrry means thaat these searcch results will not be incluuded in the
“For” box
Columns
Report C
Agent
First Log
gin
Last Login
First Call
What’s New
w
Vision User Manual V1.2/10110/4
Nam
me of the Ag ent handling
g the inbound calls to thee Queue
The time that thee Agent first Logged in to
o the system on that day
(hh:mm:ss)
The time that thee Agent was last Logged in to the sysstem on that
day (hh:mm:ss)
The time of the ffirst call of th
he day handled by this Aggent
(hh:mm:ss)
31
Vision User Manual
Last Call
Not Avaiilable Total
Not Avaiilable Unkno
own
Not Avaiilable…..
Log Out State Duration
Log In Sttate Duration
n
Wait Statte Duration
Ring Statte Duration
Busy Staate Duration
Wrap-up
p State Duratiion
Other Sttate Duration
n
Black Lisst State Durattion
32
The time of the llast call of the day handle
ed by this Aggent
(hh:mm:ss)
The total time thhat this Agent was unavailable during the day
(min
ns)
The total time thhat this Agent was unavailable for an uunknown
reasson during thhe day (mins)
The total time thhat this Agent was unavailable due to the stated
Not Availabile Co
ode (Lunch, Meeting, etcc) during thee week
(min
ns)
The total time duuring the dayy that this Ag
gent was Loggged Out
(min
ns)
The total time duuring the dayy that this Ag
gent was Loggged In
(min
ns)
The total time duuring the dayy that this Ag
gent was in a Wait state
(min
ns)
The total time duuring the dayy that this Ag
gent had callss presented
and left in a ringging state (mins)
The total time duuring the dayy that this Ag
gent was bussy on calls
(min
ns)
The total time duuring the dayy that this Ag
gent was in a Wrap-up
state
e (mins)
The total time duuring the dayy that this Ag
gent was in a State other
than
n those listedd (mins)
The total time duuring the dayy that this Ag
gent was in a Black Listed
state
e (mins)
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Drill Dow
wn Report
Drill dow
wn on this report provides a completee record of sttate changess for that Ageent during th
he day.
Datetime
State
Duration
n
Reason
Call
Time pe
eriod during the day thatt the Agent was
w in this staate
(hh:mm
m:ss)
Agent state
s
during tthis time perriod
The durration that thhe Agent rem
mained in thiss state (hh:m
mm:ss)
The Completion Co de (if any) se
elected by the Agent at thhe end of
this calll
Hyperlink to drill do
own to call de
etails. Only appears againnst Ringing,
On Call and In Wrapp Up states
ort
Call Drill Down Repo
Drill dow
wn on View Call
C in the Call column of the Agent Availability
A
De
etail report prrovides the following
f
detail.
What’s New
w
Vision User Manual V1.2/10110/4
33
Vision User Manual
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
Date (yyyy-mm-dd) & Time (hh:m
mm:ss – in 24
4 hour formaat) of the
individu
ual call
Name (if
( entered o n maximiser) and numbe
er (if presentted) of the
caller
The nam
me associateed with the number
n
called and the nuumber called
d
The nam
me associateed with the extension
e
tha
at actually annswered the
call and
d the numbeer of that exte
ension
The nam
me associateed with the extension
e
tha
at caused thee call to be
forward
ded and the number of th
hat extension
The totaal time that tthis call was ringing before connectedd
The totaal time that tthis call was connected
c
The cosst associatedd with this call
o Date & Tim
me provides the standard
d complete call
c record.
A further drill down on
34
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Agent Availabilitty Report By
B Week
Call Centre Report Description
Shows h
how an Agen
nt (or Agents)) spent their time over a week
w
(or weeks).
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Sele
ect from 11 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Searrches for anyy of the entities that appe
ear on the “SShow” line
Auto
omatically po
opulated. Un
n-checking the box alongsside each
entrry means thaat these searcch results will not be incluuded in the
“For” box
Columns
Report C
Agent
Not Avaiilable Total
Not Avaiilable Unkno
own
What’s New
w
Vision User Manual V1.2/10110/4
Nam
me of the Ag ent handling
g the inbound calls to thee Queue
The total time thhat this Agent was unavailable during the week
(min
ns)
The total time thhat this Agent was unavailable for an uunknown
reasson during thhe week (min
ns)
35
Vision User Manual
Not Avaiilable…..
Log Out State Duration
Log In Sttate Duration
n
Wait Statte Duration
Ring Statte Duration
Busy Staate Duration
Wrap-up
p State Duratiion
Other Sttate Duration
n
Black Lisst State Durattion
The total time thhat this Agent was unavailable due to the stated
Not Availabile Co
ode (Lunch, Meeting, etcc) during thee week
(min
ns)
The total time duuring the we
eek that this Agent
A
was Loogged Out
(min
ns)
The total time duuring the we
eek that this Agent
A
was Loogged In
(min
ns)
The total time duuring the we
eek that this Agent
A
was inn a Wait state
e
(min
ns)
The total time duuring the we
eek that this Agent
A
had caalls
pressented and leeft in a ringin
ng state (min
ns)
The total time duuring the we
eek that this Agent
A
was buusy on calls
(min
ns)
The total time duuring the we
eek that this Agent
A
was inn a Wrap-up
state
e (mins)
The total time duuring the we
eek that this Agent
A
was inn a State
othe
er than thosee listed (minss)
The total time duuring the we
eek that this Agent
A
was inn a Black
Liste
ed state (minns)
wn Report
Drill Dow
A further drill down on
o Date & Tim
me provides the standard
d complete call
c record.
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Agent Availabilitty Report By
B Month
Call Centre Report Description
Shows h
how an Agen
nt (or Agents)) spent their time over a month (or months).
m
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Sele
ect from 11 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Searrches for anyy of the entities that appe
ear on the “SShow” line
Auto
omatically po
opulated. Un
n-checking the box alongsside each
entrry means thaat these searcch results will not be incluuded in the
“For” box
Columns
Report C
Agent
Not Avaiilable Total
What’s New
w
Vision User Manual V1.2/10110/4
Nam
me of the Ag ent handling
g the inbound calls to thee Queue
The total time thhat this Agent was unavailable during the month
(min
ns)
37
Vision User Manual
Not Avaiilable Unkno
own
Not Avaiilable…..
Log Out State Duration
Log In Sttate Duration
n
Wait Statte Duration
Ring Statte Duration
Busy Staate Duration
Wrap-up
p State Duratiion
Other Sttate Duration
n
Black Lisst State Durattion
The total time thhat this Agent was unavailable for an uunknown
reasson during thhe month (m
mins)
The total time thhat this Agent was unavailable due to the stated
Not Availabile Co
ode (Lunch, Meeting, etcc) during thee month
(min
ns)
The total time duuring the mo
onth that thiss Agent was LLogged Out
(min
ns)
The total time duuring the mo
onth that thiss Agent was LLogged In
(min
ns)
The total time duuring the mo
onth that thiss Agent was iin a Wait
state
e (mins)
The total time duuring the mo
onth that thiss Agent had ccalls
pressented and leeft in a ringin
ng state (min
ns)
The total time duuring the mo
onth that thiss Agent was bbusy on callss
(min
ns)
The total time duuring the mo
onth that thiss Agent was iin a Wrap-up
p
state
e (mins)
The total time duuring the mo
onth that thiss Agent was iin a State
othe
er than thosee listed (minss)
The total time duuring the mo
onth that thiss Agent was iin a Black
Liste
ed state (minns)
wn Report
Drill Dow
Drill dow
wn on this report takes yo
ou to the Ageent Availability Report by Day for that Agent.
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Contacct Responsse
Call Centre Report Description
Shows in
nbound call response
r
performance fo
or specific inbound callerrs.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Numberr 1 to 6
Using SLLA
Sele
ect from 11 ppresets or Cusstom start da
ate - end datee
Sele
ect date from
m drop down Calendar
Sele
ect date from
m drop down Calendar
Ente
er Start and EEnd times in hhmm
h
(24 hour) format
Searrches for anyy of the entities that appe
ear on the “SShow” line
Auto
omatically po
opulated. Un
n-checking the box alongsside each
entrry means thaat these searcch results will not be incluuded in the
“For” box
Allow
ws calls from
m up to six nu
umbers to be
e searched foor
Allow
ws search to
o be preformed against an existing SLAA
Columns
Report C
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
Date (yyyy-mm-dd) & Time (hh:m
mm:ss – in 24
4 hour formaat) of the
individu
ual call
Name (if
( entered o n maximiser) and numbe
er (if presentted) of the
caller
The nam
me associateed with the number
n
called and the nuumber called
d
The nam
me associateed with the extension
e
tha
at actually annswered the
call and
d the numbeer of that exte
ension
The nam
me associateed with the extension
e
tha
at caused thee call to be
forward
ded and the number of th
hat extension
The totaal time that tthis call was ringing before connectedd
The totaal time that tthis call was connected
c
The cosst associatedd with this call
wn Report
Drill Dow
A drill do
own on Date
e & Time provvides the stanndard compllete call reco
ord.
What’s New
w
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Vision User Manual
Incoming Respo
onse SLA
Call Centre Report Description
Providess a summary of inbound calls to a queeue and how
w effectively they were haandled – ansswered or
abandon
ned – againsst configurab
ble timebandds, defined th
hrough Servicce Level Agreeements.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Duration
n longer than
n
Call Type
e
Using SLLA
Select fro
om 11 presetts or Custom start date - end
e date
Select daate from dropp down Calendar
Select daate from dropp down Calendar
Enter Start and End tim
mes in hhmm
m (24 hour) format
f
Searchess for any of thhe entities th
hat appear on
n the “Show”” line
Automatically populaated. Un-checcking the boxx alongside eeach entry means
m
that
will not be in
ncluded in the
e “For” box
these seaarch results w
Time in seconds
s
of caall. Only calls longer than
n will be searrched for and listed in
the resultant Report
Tick boxe
es for Internaal and/or Exte
ernal calls
Allows se
earch to be pperformed ag
gainst an exissting SLA
Columns
Report C
Interval
Total
<aa seco
onds - Ans
40
Timeband divided intto hourly seg
gments
Total num
mber of calls during each
h hourly time
eband
The total number of ccalls answere
ed in less tha
an aa secondds during eacch hourly
d
timeband
What’s Ne
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<aa seco
onds - Aban
<aa seco
onds - % ans
<bb seco
onds - Ans
<bb seco
onds - Aban
<bb seco
onds - % anss
<cc seco
onds - Ans
<cc seco
onds - Aban
<cc seco
onds - % ans
<dd seco
onds - Ans
<dd seco
onds - Aban
<dd seco
onds - % anss
<ee seco
onds - Ans
<ee seco
onds - Aban
<ee seco
onds - % anss
>ee seco
onds - Ans
>ee seco
onds - Aban
>ee seco
onds - % anss
Voicemaail – Total
Voicemaail - %
Abandoned – Total
Abandoned - %
The total number of ccalls abandoned in less th
han aa seconnds during each
e
hourly
d
timeband
The total number of ccalls answere
ed in less tha
an aa secondds, divided byy total calls
d
each hourly
h
timebband
and exprressed as a ppercentage, during
The total number of ccalls answere
ed in less tha
an bb secondds during eacch hourly
d
timeband
The total number of ccalls abandoned in less th
han bb seco nds during each
e
hourly
timeband
d
The total number of ccalls answere
ed in less tha
an bb secondds, divided by total calls
d
each hourly
h
timebband
and exprressed as a ppercentage, during
The total number of ccalls answere
ed in less tha
an cc secondds during eacch hourly
d
timeband
The total number of ccalls abandoned in less th
han cc seconnds during each hourly
d
timeband
The total number of ccalls answere
ed in less tha
an cc secondds, divided byy total calls
d
each hourly
h
timebband
and exprressed as a ppercentage, during
The total number of ccalls answere
ed in less tha
an dd secondds during eacch hourly
d
timeband
The total number of ccalls abandoned in less th
han dd seco nds during each
e
hourly
d
timeband
The total number of ccalls answere
ed in less tha
an dd secondds, divided by total calls
d
each hourly
h
timebband
and exprressed as a ppercentage, during
The total number of ccalls answere
ed in less tha
an ee secondds during eacch hourly
d
timeband
The total number of ccalls abandoned in less th
han ee seconnds during each
e
hourly
timeband
d
The total number of ccalls answere
ed in less tha
an ee secondds, divided by total calls
d
each hourly
h
timebband
and exprressed as a ppercentage, during
The total number of ccalls answere
ed after ee seconds, or loonger, during
g each
meband
hourly tim
The total number of ccalls abandoned after ee seconds, orr longer, during each
meband
hourly tim
The total number of ccalls answere
ed after ee seconds, or loonger, divide
ed by total
e
hourly t imeband
calls and expressed aas a percentaage, during each
The total number of ccalls forwarded or transfe
erred to voiceemail, during
g each
meband
hourly tim
The total number of ccalls forwarded or transfe
erred to voiceemail, divide
ed by total
e
hourly t imeband
calls and expressed aas a percentaage, during each
The total number of ccalls abandoned during each
e
hourly ttimeband
The total number of ccalls abandoned, divided by total callss and expresssed as a
percentaage, during eeach hourly tiimeband
Note: The values for aa, bb,
b cc, etc. ar e all defined
d by the SLA levels selecteed.
Please N
What’s New
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Vision User Manual V1.2/10110/4
41
Vision User Manual
Incomin
ng Response SLA Drill Dow
wn Report
Drill dow
wn on the Total column of
o the Incomiing Response SLA report provides thee following detail.
d
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
Datte (yyyy-mm--dd) & Time ( hh:mm:ss – in 24 hour fo
ormat) of thee individual call
c
Name (if entere
ed on maxim
miser) and nu
umber (if presented) of thhe caller
The
e name associated with t he number called
c
and th
he number caalled
The
e name associated with t he extension
n that actually answered tthe call and the
num
mber of that extension
The
e name associated with t he extension
n that caused
d the call to bbe forwarded
d and the
num
mber of that extension
The
e total time that this call w
was ringing before
b
conne
ected
The
e total time that this call w
was connected
The
e cost associaated with thiis call
o Date & Tim
me provides the standard
d complete call
c record.
A further drill down on
42
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Incoming Call Brreakdown By Hour W
With SLA
Call Centre Report Description
Providess a summary of inbound calls to a queeue broken down
d
on an hourly basis.. Also shows how many
calls werre answered and handled
d within mannagement-de
efined SLAs.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Using SLLA
Sellect from 11 presets or Cuustom start date
d - end da
ate
Sellect date from
m drop downn Calendar
Sellect date from
m drop downn Calendar
Entter Start and End times inn hhmm (24 hour)
h
formatt
Seaarches for an
ny of the ent ities that app
pear on the “Show”
“
line
Automatically populated.
p
U n-checking the box along
gside each eentry means that
t
these
w not be in cluded in the
e “For” box
seaarch results will
Allo
ows search to be preform
med against an
a existing SLA
Columns
Report C
Interval
No. of C
Calls
Connectted – Total
Connectted – Sub-5
Secondss
What’s New
w
Vision User Manual V1.2/10110/4
Timebaand divided i nto hourly se
egments
Total number of callls during eacch hourly tim
meband
The total number o
of calls that were
w
successffully connectted during eaach hourly
timebaand
The total number o
of calls that were
w
successffully connectted, but laste
ed less than
5 secon
nds, during eeach hourly timeband
t
43
Vision User Manual
Connectted – Max Wait
W
Connectted – Averag
ge
Wait
Connectted – Max Taalk
Connectted – Averag
ge
Talk
Connectted – Total Taalk
Voicemaail – Total
Voicemaail – Max Wait
Voicemaail – Average
e
Wait
Abandon
ned – Total
Abandon
ned – Max
Wait
Abandon
ned – Averag
ge
Wait
Answer TTime - % Insiide
SLA
Answer TTime - %
Outside SLA
Handling
g Time - %
Inside SLLA
Handling
g Time - %
Outside SLA
The lon
ngest time thhat it took a call
c to be ansswered durinng each hourrly
timebaand
The ave
erage time thhat it took a call to be answered durinng each hourly
timebaand
The lon
ngest time thhat a call wass connected for
f during eaach hourly tim
meband
The ave
erage time thhat a call wass connected for during eeach hourly tiimeband
The total length of ttime that all calls were co
onnected forr during each
h hourly
timebaand
The total number o
of calls that were
w
forwarde
ed, or transfeerred, to voiccemail
during each hourly timeband
The lon
ngest time thhat it took forr a call to be forwarded, oor transferred
d, to
voicem
mail during eaach hourly tim
meband
The ave
erage time thhat it took fo
or a call to be
e forwarded, or transferre
ed, to
voicem
mail during eaach hourly tim
meband
The total number o
of calls where
e thee caller hung-up durring each hourly
timebaand
The lon
ngest time thhat it took forr a caller to hang-up
h
durinng each hou
urly
timebaand
The ave
erage time thhat it took fo
or a caller to hang-up
h
duriing each hou
urly
timebaand
The percentage of calls that we
ere answered
d within the m
management-defined
SLA threshold
The percentage of calls that we
ere answered
d outside of tthe managem
mentdefined
d SLA thresho
old
The percentage of calls that we
ere answered
d and compleeted within the
gement-definned SLA thresshold
manag
The percentage of calls that we
ere answered
d and compleeted outside of the
gement-definned SLA thresshold
manag
ng Call Breakd
down By Hou
ur With SLA D
Drill Down Re
eport
Incomin
Drill dow
wn on the No
o. of Calls, To
otal Connecteed, Total Voiccemail or Tottal Abandoneed column th
he of the
Incoming Call Breakd
down By Hou
ur With SLA r eport provides the follow
wing detail.
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
44
Daate (yyyy-mm--dd) & Time ((hh:mm:ss – in 24 hour fo
ormat) of thee individual call
c
Naame (if entere
ed on maxim
miser) and nu
umber (if pre
esented) of thhe caller
The
e name asso
ociated with tthe number called and th
he number caalled
The
e name asso
ociated with tthe extension
n that actually answered the call and the
number of thatt extension
The
e name asso
ociated with tthe extension
n that caused
d the call to bbe forwarded and the
number of thatt extension
What’s Ne
ew
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Ringing
Connectted
Cost
The
e total time that
t
this call w
was ringing before
b
connected
The
e total time that
t
this call w
was connectted
The
e cost associated with thiis call
o Date & Tim
me provides the standard
d complete call
c record.
A further drill down on
What’s New
w
Vision User Manual V1.2/10110/4
45
Vision User Manual
Incoming Call Brreakdown By Day W
With SLA
Call Centre Report Description
Providess a summary of inbound calls to a queeue broken down
d
on a daily basis. Alsso shows ho
ow many
calls werre answered and handled
d within mannagement-de
efined SLAs.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Using SLLA
Se
elect from 111 presets or C
Custom start date - end date
d
Se
elect date fro
om drop dow
wn Calendar
Se
elect date fro
om drop dow
wn Calendar
En
nter Start and
d End times iin hhmm (244 hour) forma
at
Se
earches for any
a of the enntities that ap
ppear on the “Show” linee
A
Automatically
populated. U
Un-checking
g the box alon
ngside each entry meanss that these
se
earch results will not be i ncluded in th
he “For” box
A
Allows
search to be preforrmed againstt an existing SLA
Columns
Report C
Interval
No. of C
Calls
Connectted – Total
Connectted – Sub-5
Secondss
Connectted – Max Wait
W
Connectted – Averag
ge Wait
Connectted – Max Taalk
Connectted – Averag
ge Talk
Connectted – Total Taalk
Voicemaail – Total
Voicemaail – Max Wait
Voicemaail – Average
e Wait
Abandon
ned – Total
Abandon
ned – Max Wait
W
Abandon
ned – Averag
ge Wait
46
Daay and Date
Total number o
of calls during each day
The total numbber of calls th
hat were successfully connnected durin
ng each
daay
The total numbber of calls th
hat were successfully connnected, but lasted less
thaan 5 secondss, during eacch day
The longest tim
me that it too
ok a call to be
e answered dduring each day
The average tim
me that it too
ok a call to be answered during each day
The longest tim
me that a calll was conneccted for durinng each day
The average tim
me that a call was connected for duriing each dayy
The total lengt h of time thaat all calls we
ere connecteed for during each day
The total numbber of calls th
hat were forw
warded, or tra
ransferred, to
o voicemail
uring each daay
du
The longest tim
me that it too
ok for a call to
o be forwardded, or transfferred, to
voicemail durinng each day
The average tim
me that it too
ok for a call to
t be forwardded, or transsferred, to
voicemail durinng each day
The total numbber of calls where
w
thee ca
aller hung-upp during each day
The longest tim
me that it too
ok for a callerr to hang-up during each
h day
The average tim
me that it too
ok for a calle
er to hang-upp during each
h day
What’s Ne
ew
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Answer TTime - % Insiide SLA
Answer TTime - % Outtside
SLA
Handling
g Time - % In
nside
SLA
Handling
g Time - % Outside
O
SLA
The percentag e of calls thaat were answ
wered within tthe managementefined SLA th reshold during each day
de
The percentag e of calls thaat were answ
wered outsidee of the man
nagementefined SLA th reshold during each day
de
The percentag e of calls thaat were answ
wered and coompleted within the
uring each daay
maanagement-ddefined SLA threshold du
The percentag e of calls thaat were answ
wered and coompleted outtside of the
uring each daay
maanagement-ddefined SLA threshold du
ng Call Breakd
down By Dayy With SLA Drrill Down Rep
port
Incomin
Drill dow
wn on the Intterval column
n produces tthe Incoming
g Call Breakdown By Houur With SLA Drill Down
Report.
Drill dow
wn on the No
o. of Calls, To
otal Connecteed, Total Voiccemail or Tottal Abandoneed column th
he of the
Incoming Call Breakd
down By Hou
ur With SLA r eport provides the follow
wing detail.
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
Daate (yyyy-mm--dd) & Time ((hh:mm:ss – in 24 hour fo
ormat) of thee individual call
c
Naame (if entere
ed on maxim
miser) and nu
umber (if pre
esented) of thhe caller
The
e name asso
ociated with tthe number called and th
he number caalled
The
e name asso
ociated with tthe extension
n that actually answered the call and the
number of thatt extension
The
e name asso
ociated with tthe extension
n that caused
d the call to bbe forwarded and the
number of thatt extension
The
e total time that
t
this call w
was ringing before
b
connected
The
e total time that
t
this call w
was connectted
The
e cost associated with thiis call
o Date & Tim
me provides the standard
d complete call
c record.
A further drill down on
What’s New
w
Vision User Manual V1.2/10110/4
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Vision User Manual
Incoming Call Brreakdown By Week With SLA
Call Centre Report Description
Providess a summary of inbound calls to a queeue broken down
d
on a weekly
w
basis. Also shows how many
calls werre answered and handled
d within mannagement-de
efined SLAs.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Using SLLA
Select from 11 presets
p
or Cuustom start date
d - end date
Select date from
m drop downn Calendar
Select date from
m drop downn Calendar
Entter Start and End times inn hhmm (24 hour)
h
format
Seaarches for an
ny of the entiities that app
pear on the “Show” line
Auttomatically populated.
p
Unn-checking th
he box along
gside each e ntry means that
t
these
seaarch results will
w not be inccluded in the
e “For” box
Allo
ows search to
o be preform
med against an
a existing SLA
Columns
Report C
Interval
No. of C
Calls
Connectted – Total
Connectted – Sub-5 Seconds
S
Connectted – Max Wait
W
Connectted – Averag
ge Wait
Connectted – Max Taalk
Connectted – Averag
ge Talk
Connectted – Total Taalk
Voicemaail – Total
Voicemaail – Max Wait
Voicemaail – Average
e Wait
Abandon
ned – Total
Abandon
ned – Max Wait
W
Abandon
ned – Averag
ge Wait
48
Day and Daate
Total numbber of calls du
uring each week
w
The total nuumber of calls that were successfully
s
cconnected during
d
each
week
The total nuumber of calls that were successfully
s
cconnected, but
b lasted
less than 5 sseconds, during each we
eek
The longestt time that it took a call to
o be answereed during eaach week
The averagee time that itt took a call to be answerred during eaach week
The longestt time that a call was connected for dduring each week
w
The averagee time that a call was con
nnected for dduring each week
w
The total lenngth of time that all calls were conneected for during each
week
The total nuumber of calls that were forwarded,
f
oor transferred
d, to
voicemail dduring each week
w
The longestt time that it took for a ca
all to be forw
warded, or traansferred,
to voicemaiil during each week
The averagee time that itt took for a call to be forw
warded, or traansferred,
to voicemaiil during each week
The total nuumber of calls where thee caller hungg-up during each
e
week
The longestt time that it took for a ca
aller to hang--up during eaach week
The averagee time that itt took for a caller to hangg-up during each
e
week
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Answer TTime - % Insiide SLA
Answer TTime - % Outtside SLA
Handling
g Time - % In
nside SLA
Handling
g Time - % Outside
O
SLA
The percenttage of calls that were an
nswered withhin the manaagementdefined SLA
A threshold during
d
each week
w
The percenttage of calls that were an
nswered outsside of the
managemeent-defined SLA
S threshold
d during eachh week
The percenttage of calls that were an
nswered andd completed within the
managemeent-defined SLA
S threshold
d during eachh week
The percenttage of calls that were an
nswered andd completed outside of
the manageement-define
ed SLA threshold during eeach week
ng Call Breakd
down By Week With SLA Drill Down Report
R
Incomin
Drill dow
wn on the Intterval column
n produces tthe Incoming
g Call Breakdown By Day With SLA Drill Down
Report.
Drill dow
wn on the No
o. of Calls, To
otal Connecteed, Total Voiccemail or Tottal Abandoneed column th
he of the
Incoming Call Breakd
down By Hou
ur With SLA r eport provides the follow
wing detail.
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
Daate (yyyy-mm--dd) & Time ((hh:mm:ss – in 24 hour fo
ormat) of thee individual call
c
Naame (if entere
ed on maxim
miser) and nu
umber (if pre
esented) of thhe caller
The
e name asso
ociated with tthe number called and th
he number caalled
The
e name asso
ociated with tthe extension
n that actually answered the call and the
number of thatt extension
The
e name asso
ociated with tthe extension
n that caused
d the call to bbe forwarded and the
number of thatt extension
The
e total time that
t
this call w
was ringing before
b
connected
The
e total time that
t
this call w
was connectted
The
e cost associated with thiis call
o Date & Tim
me provides the standard
d complete call
c record.
A further drill down on
What’s New
w
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Vision User Manual
Incoming Call Brreakdown By Month
h With SLA
A
Call Centre Report Description
Providess a summary of inbound calls to a queeue broken down
d
on a monthly
m
basiss. Also showss how many
calls werre answered and handled
d within mannagement-de
efined SLAs.
Configuration Options
Report PPeriod
Start Datte
End Date
e
In Time Period
For
Show
Using SLLA
Se
elect from 111 presets or C
Custom start date - end date
d
Se
elect date fro
om drop dow
wn Calendar
Se
elect date fro
om drop dow
wn Calendar
En
nter Start and
d End times iin hhmm (244 hour) forma
at
Se
earches for any
a of the enntities that ap
ppear on the “Show” linee
A
Automatically
populated. U
Un-checking
g the box alon
ngside each entry meanss that these
se
earch results will not be i ncluded in th
he “For” box
A
Allows
search to be preforrmed againstt an existing SLA
Columns
Report C
Interval
No. of C
Calls
Connectted – Total
Connectted – Sub-5
Secondss
Connectted – Max Wait
W
Connectted – Averag
ge Wait
Connectted – Max Taalk
Connectted – Averag
ge Talk
Connectted – Total Taalk
Voicemaail – Total
Voicemaail – Max Wait
Voicemaail – Average
e Wait
Abandon
ned – Total
Abandon
ned – Max Wait
W
Abandon
ned – Averag
ge Wait
Answer TTime - % Insiide SLA
50
Daay and Date
Total number o
of calls during each montth
The total numbber of calls th
hat were successfully connnected durin
ng each
onth
mo
The total numbber of calls th
hat were successfully connnected, but lasted less
thaan 5 secondss, during eacch month
The longest tim
me that it too
ok a call to be
e answered dduring each month
The average tim
me that it too
ok a call to be answered during each month
The longest tim
me that a calll was conneccted for durinng each mon
nth
The average tim
me that a call was connected for duriing each month
The total lengt h of time thaat all calls we
ere connecteed for during each
onth
mo
The total numbber of calls th
hat were forw
warded, or tra
ransferred, to
o voicemail
du
uring each m
month
The longest tim
me that it too
ok for a call to
o be forwardded, or transfferred, to
nth
voicemail durinng each mon
The average tim
me that it too
ok for a call to
t be forwardded, or transsferred, to
nth
voicemail durinng each mon
The total numbber of calls where
w
thee ca
aller hung-upp during each month
The longest tim
me that it too
ok for a callerr to hang-up during each
h month
The average tim
me that it too
ok for a calle
er to hang-upp during each
h month
The percentag e of calls thaat were answ
wered within tthe managementefined SLA th reshold during each mon
nth
de
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
Vision User Manual
Answer TTime - % Outtside
SLA
Handling
g Time - % In
nside
SLA
Handling
g Time - % Outside
O
SLA
The percentag e of calls thaat were answ
wered outsidee of the man
nagementefined SLA th reshold during each mon
nth
de
The percentag e of calls thaat were answ
wered and coompleted within the
uring each m
month
maanagement-ddefined SLA threshold du
The percentag e of calls thaat were answ
wered and coompleted outtside of the
uring each m
month
maanagement-ddefined SLA threshold du
ng Call Breakd
down By Month With SLA
A Drill Down Report
Incomin
Drill dow
wn on the Intterval column
n produces tthe Incoming
g Call Breakdown By Day With SLA Drill Down
Report.
wn on the No
o. of Calls, To
otal Connecteed, Total Voiccemail or Tottal Abandoneed column th
he of the
Drill dow
Incoming Call Breakd
down By Hou
ur With SLA r eport provides the follow
wing detail.
Date & TTime
Source
Destinattion
Extensio
on
Forwarded By
Ringing
Connectted
Cost
Daate (yyyy-mm--dd) & Time ((hh:mm:ss – in 24 hour fo
ormat) of thee individual call
c
Naame (if entere
ed on maxim
miser) and nu
umber (if pre
esented) of thhe caller
The
e name asso
ociated with tthe number called and th
he number caalled
The
e name asso
ociated with tthe extension
n that actually answered the call and the
number of thatt extension
The
e name asso
ociated with tthe extension
n that caused
d the call to bbe forwarded and the
number of thatt extension
The
e total time that
t
this call w
was ringing before
b
connected
The
e total time that
t
this call w
was connectted
The
e cost associated with thiis call
o Date & Tim
me provides the standard
d complete call
c record.
A further drill down on
What’s New
w
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Vision User Manual
Vision
n Call Cen
ntre Live Wallboarrds
If you haave been givven permissio
on to managge an Agent and
a a Queue
e you will be given three additional
Panels to
o choose fro
om when creating a wallbboard – Agen
nt Panel, Calls Queuing aand Agents in
n Queue.
Please n
note that thesse panels will update eveery 2 seconds, and are no
ot configurabble, in other words the
colours aand layout caannot be alte
ered.
Agent Panel
This pan
nel will displaay real time and
a historical call data for the Agent selected. Thiss is the same
e
informattion that is displayed with
hin the Agennt Detail pane
e of the Supe
ervisor Consoole. Please refer
r
to the
Vision Caall Centre Supervisor Con
nsole User m
manual for furrther details.
Calls Q
Queuing Panel
This pan
nel will displaay a list of calls currently w
waiting to be
e answered either
e
for all Q
Queues that the
Manage
er has been given
g
permission to manaager or for th
he selected Queue.
Q
This is the same information
that is diisplayed with
hin the Queu
uing Calls panne of the Supervisor Console. Pleasee refer to the Vision Call
Centre SSupervisor Co
onsole User manual
m
for fuurther detailss.
52
What’s Ne
ew
Vision User Manual
M
V1.2/10100/4
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Agentss in Queue
This pan
nel displays a list of the Ag
gents curren tly logged in
n for the selected Queue,, and displayys their
current sstate and call details. This is the samee information
n that is disp
played within the Agents pane of the
Supervissor Console. Please referr to the Visionn Call Centre
e Supervisor Console
C
Useer manual forr further
details.
The stan
ndard wallboaard panels will
w provide thhe ability to display
d
additional data rellating to Age
ents and
Queues as follows.
Statistic Panel
When crreating a Stattistic Panel, iff you have b een given pe
ermission to manage an Agent and a Queue,
three Paanel Type gro
oups are available:
Standard
d Panels
Provide the options available
a
with standard VVision as desccribed in the Live Wallboaard section.
Agent Paanels
Provide the ability to
o create pane
els displayingg data for a specific agentt, such as
ogged in, calll rate, on calll to, etc. Pleaase note that the Agent
whetherr he/she is lo
Logged In panel will update everry 10 second s.
Queue PPanels
Provide the ability to
o create pane
els displayingg statistic for a specific qu
ueue, such ass
n
of caalls answeredd, calls answe
ered within SLA,
S etc.
number of calls in, number
Reportt Panel
When crreating a Rep
port Panel, if you have beeen given pe
ermission to manage
m
an AAgent and a Queue, you
will also be able to select one of the Call Cenntre Reports.
What’s New
w
Vision User Manual V1.2/10110/4
53
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