What s New in Documen. Vision 1.2 October 20100

Transcription

1 Vision User Manual in Documen nt ref V1.2/1010/4 Vision 1.2 October 20100

2 in document ref V1.2/1010/4 Document No. 013a Version No. V1.2/1010/4 Copyright SpliceCom Ltd SpliceCom Ltd Hall Business Centre, Berry Lane Chorleywood, Herts WD3 5EX Tel: Website:

3 Contents This document details the new and updated sections of M reference V1.2/1010/4. Each section has been listed in the same order that they appear in the manual. Call Logs... 1 Downloading a recording... 1 Reports Transferred Calls By Cost... 1 Quick Reports... 1 Wallboards... 2 Design a Wallboard... 2 Statistic Panel... 2 Calls In To Attendant panel... 2 Report Panel... 3 Edit a Panel... 3 Vision Call Centre Reports... 4 Call Queue Completion Codess Per Agent By Queue... 6 Queue Completion Codes By Queue... 8 Queue Completion Codes Per Agent By Code... 9 Queue Activity Queue Activity Summary Queue Activity Trend Queue Traffic Queue Traffic Summary Service Levels Per Queue Group Activity Group Activity By Queue Agent Call Activity Agent Utilisation Agent Utilisation Summary Agent Not Available Time Agent Activity Agent Queue Activity Agent Queue Activity Summary Abandoned Calls Abandoned Summary Calls To Voic Agent Availability Report By Day Agent Availability Report By Week Agent Availability Report By Month Contact Responsee Incoming Response SLA Incoming Call Breakdown By Hour With SLAA Incoming Call Breakdown By Day With SLA Incoming Call Breakdown By Week With SLA Incoming Call Breakdown By Month With SLA Vision Call Centre Live Wallboards Agent Panel Calls Queuing Panel Agents in Queue V1.2/1010/4 i

4 Statistic Panel Report Panel ii V1.2/1010/4

5 Call Logs Downloading a recording In the Recordings page click on the t Download icon instructions of your PC. and following the relevant t download/save Reports Transferred Calls By Cost Cost Analysis Report Description Produces a list of calls received and then transferred externally and their costs. For Show Select from 111 presets or Custom start date - end date drop down Calendar drop down Calendar Allows report start and stop time to be defined in 242 hour format Searches for any of the entities that appear on the Show line Automatically populated. Un-checking the box alongside each entry meanss that these search results will not be included in the For box Original Target Transferred By Source Name Source Number Target Name Target Number Connected Duration Total Cost name of the User or Department that the call was originally sent to name of the User or Department responsible for transferring the call Name of the caller (if entered on maximiser) external or extension number from which the callerr placed the call (if presented) name associated with the number called (if enteredd on maximiser) for the transferred call number called for the transferred call total time that this call was connected cost associatedd with this call Drill Down Report No drill down is available for this report. Quick Reports Quick reports enablee you to save regularly used criteria in a report forr use again and again. 1 2 While creating a Reportt select Savee these criteria to my quick reports? Pleasee enter a name for this report: text box will be displayed. Enter the name you wish to use to identify this quick report V1.2/1010/4 1

6 3 Select the Generate Report button. saved for future use. report will be created and the criteria used will be To use a Quick Report perform the following: 1 2 Select the report you wish to createe Quick Reports saved with this report will be displayed att the top right hand corner 3 4 Select the Quick Report required A report using the criteria saved in the Quick Report will be created Wallboards Design a Wallboard Please note that if further Panel Types T are displayed your maximiser system is running the Vision Call Centre software. Statistic Panel (Please note that if the Statistic Panel dialogue box gives you the ability to choosee a Panel Type Group - Standardd Panels, Agent Panels orr Queue Panels your maximiser system is runningg the Vision Call Centre software. panels listed above will be available if you select Standard Panels.) Calls In To Attendant panel When creating a Calls In To Attendant panel the For: field must contain the same path as entered in the Translate To field of the DDI plan entry for thee relevant auto attendant or extended attendant. 2 V1.2/1010/4

7 Report Panel Please note that if you are also given the ability to create a panel based on a Call Centre report your maximiser system is running the Vision Call Centre software. Edit a Panel (Please note that you will only be able to unlock a wallboard if you aree logged in to the Vision portal as the Manager that created the wallboard or that Manager account that has Configure Manager security.) V1.2/1010/4 3

8 Vision Call Centre Reports Vision Call Centre Reports are graphical, in full colour, and are designed to highlight trends and assist in analysis, rather than simply providing a huge amount of data, which must m then bee processed and analysed using other tools such as spreadsheets. Available to anyone with the appropriate access rights, anywhere via a standard web browser, Visionn Call Centre Reports are management ready and can be printed off if required. 4 V1.2/1010/4

9 Call Centre reports will be available within the Vision portal if your system is configured to run the Vision Call Centre software, please refer to your system administrator for further details. To aid the decision-making process, this section provides a description of each report, detailing the exact definition of all the terms using within the reports. This significantly aids administrators and managers in understanding how each Agent, Queue and the Call Centre as a whole is performing, and therefore assists in making the correct decisions to further improve the overall Call C Centre performance. Each of the standardd Vision Call Centre Reports can be run over a range of dates ( the ). options for the are: Today Yesterday This Week This Month This Year Last Week Last Month 7 Days 30 Days 60 Days 90 Days Custom (allows any Start Date and to be defined) A specific time period during the day can alsoo be specified, with a start and end time in 24 hour format. Key reports can be scheduled byy time and date and delivered to individuals or groups by and you can build your own reporting groups. Each report can be printed or exported in a CSV format. V1.2/1010/4 5

10 Call Queue Completion Codes Per Agent By Queue Shows a breakdown of which completion codes an agent used and which w queuess they were used for. Code Name Total Handled Averagee Handle Time Maximum Handle Time Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Completion Code that the Agent selected when they completed this call total number of calls in this Queue that were completed with this Completion Code average time that it takes for an Agent to complete a call that resulted in this Completion Code longest timee that it took for an Agent to complete a call resulted in this Completion Code 6 V1.2/1010/4

11 Total Connected Time total time that Agents have spent on calls resulting in this Completion Code Drill Down Report No drill down facility is available for f this report. V1.2/1010/4 7

12 Queuee Completion Codes By Queue Shows which completion codes were used for different queues. Code Name Total Handled Averagee Handle Time Maximum Handle Time Total Connected Time Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Completion Code that the Agent selected when they completed this call total number of calls in this Queue that were completed with this Completion Code average time that it takes for an Agent to complete a call that resulted in this Completion Code longest timee that it took for an Agent to complete a call resulted in this Completion Code total time that Agents have spent onn calls resulting in this Completion Code Drill Down Report No drill down facility is available for f this report. 8 V1.2/1010/4

13 Queuee Completion Codes Per Agent By Code Shows which completion codes were used. Code Name Queue Name Total Handled Averagee Handle Time Maximum Handle Time Total Connected Time Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Completion Code that the Agent selected when they completed this call name of thee Queue thatt the calls resulting in thiss Completion Code were sent to total number of calls in this Queue that were completed with this Completion Code average time that it takes for an Agent to complete a call that resulted in this Completion Code longest timee that it took for an Agent to complete a call resulted in this Completion Code total time that Agents have spent onn calls resulting in this Completion Code Drill Down Report No drill down facility is available for f this report. V1.2/1010/4 9

14 Queuee Activity Breaks down calls into queues and the time taken to answer them. Queue Name Number Of Calls Total Handled Averagee Ring Time Averagee Connect Time Selectt from 10 presets or Custom start datee - end date Selectt date from drop down Calendar Selectt date from drop down Calendar Enter Start and Endd times in hhmm (24 hour) format name of the Queue where the call was initially presented total number of calls presented to the Queue total number of calls presented to the Queue that were then answered by an Agent average time taken for a call presented to this Queue took to be answered by an Agent average time taken for a call presented to this Queue took to be completed by an Agent Drill Down Report No drill down facility is available for f this report. 10 V1.2/1010/4

15 Queuee Activity Summary A summary of calls for queues and the time taken to handle them. Queue Name Number Of Calls Total Handled Averagee Ring Time Averagee Connect Time Selectt from 10 presets or Custom start datee - end date Selectt date from drop down Calendar Selectt date from drop down Calendar Enter Start and Endd times in hhmm (24 hour) format name of the Queue where the call was initially presented total number of calls presented to the Queue total number of calls presented to the Queue that were then answered by an Agent average time that a call presented to this Queue took to be answered by an Agent average time that a call presented to this Queue took to be completed by an Agent Drill Down Report No drill down facility is available for f this report. V1.2/1010/4 11

16 Queuee Activity Trend Shows the number of tasks that are allocatedd over a time period to identify call trends. Select from 10 presets or Custom start date - end date Select date from drop down Calendar Select date from drop down Calendar Enter Start and End times in hhmm (24 hour) format Date Number Of Calls Not Handled Total Handled Date in yyyy-mm-dd format total number of calls presented to the Queue total number of calls presented to the Queue that weree not answered by an Agent total number of calls presented to the Queue that weree then answered by an Agent Drill Down Report No drill down facility is available for f this report. 12 V1.2/1010/4

17 Queuee Traffic Shows a break down of all call details for queues, including abandoned calls. Queue Name Number Of Calls Not Handled Total Handled Averagee Ring Time Maximum Ring Time Averagee Connected Time Maximum Connected Time Total Connected Time Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format name of thee Queue where the call was w initially presented total number of calls presented to the Queue total number of calls presented to the Queue that were not answered by an Agent total number of calls presented to the Queue that were then answered by an Agent average time that a call presented too this Queue e took to be answered by an Agent maximum time that a call presented to this Queue took to be answered by an Agent average time that a call presented too this Queue e took to be completed by ann Agent maximum time that a call presented to this Queue took to be completed c byy an Agent total time for all call presented to this Queue to be completed by ann Agent Drill Down Report No drill down facility is available for f this report. V1.2/1010/4 13

18 Queuee Traffic Summary Shows a summary of all call details for queues, including abandoned calls. Queue Name Number Of Calls Not Handled Total Handled Averagee Ring Time Maximum Ring Time Averagee Connected Time Maximum Connected Time Total Connected Time Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format name of thee Queue where the call was w initially presented total number of calls presented to the Queue total number of calls presented to the Queue that were not answered by an Agent total number of calls presented to the Queue that were then answered by an Agent average time that a call presented too this Queue e took to be answered by an Agent maximum time that a call presented to this Queue took to be answered by an Agent average time that a call presented too this Queue e took to be completed by ann Agent maximum time that a call presented to this Queue took to be completed c byy an Agent total time for all call presented to this Queue to be completed by ann Agent Drill Down Report No drill down facility is available for f this report. 14 V1.2/1010/4

19 Servicee Levels Per Queue Shows how many calls were allocated and completed within Service Level L Targets. Queue Name Number Of Calls Total Handled Averagee Ring Time Averagee Connected Time Answer Time % Inside SLA Answer Time % Outside SLA Handling Time % Inside SLA Handling Time % Outside SLA Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format name of thee Queue where the call was w initially presented total number of calls presented to the Queue total number of calls presented to the Queue that were then answered by an Agent average time that a call presented too this Queue e took to be answered by an Agent average time that a call presented too this Queue e took to be completed by ann Agent percentage of calls that were answered inside the pre- pre- defined target answer time (in seconds) percentage of calls that were answered outside the defined target answer time (in seconds) percentage of calls that were completed inside the pre- the pre- defined target handle time ( in seconds) percentage of calls that were completed outsidee defined target handle time ( in seconds) Drill Down Report No drill down facility is available for f this report. V1.2/1010/4 15

20 Group Activity Shows details of calls handled byy all Agents or by a group of Agents as a specified by a Reporting Group. For Show Agent Name Number Of Calls Handling Time Averagee Handle Time Maximum Handle Time Select from f 10 presets or Custom start date - end date drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Searches for any of the entities that appear on the Show line Automatically populated. Un-checking the box alongsidee each entry means that these search resultss will not be included in the For boxx Name of the Agent handling the inbound calls to the Queue Number of calls to that Queue that the Agent handled total time that the Agent spent handlingg calls average time that the Agent spent handling each call longest time that the Agent spent handling a single call Drill Down Report No drill down facility is available for f this report. 16 V1.2/1010/4

21 Group Activity By Queue Shows details of calls handled byy a group of agents broken down intoo queues. For Show Queue Name Number Of Calls Total Handled Averagee Ring Time Averagee Connected Time Select from 10 presets or Custom start date - end e date dropp down Calendar dropp down Calendar Enter Start and End times in hhmmm (24 hour) format f Searchess for any of the entities that appear onn the Show line Automatically populated. Un-checking the boxx alongside each entry means that these search results will not be included in thee For box name of the Queue where the call was initially presented total number of calls presented to the Queue total number of calls presented to the Queue that were then answered by an Agent average time that a call presented to this Queue tookk to be answered by an Agent average time that a call presented to this Queue tookk to be completed by an Agent Drill Down Report No drill down facility is available for f this report. V1.2/1010/4 17

22 Agent Call Activity Shows all calls assigned to an Agent. Date Start End Duration Queue Name Select from f 10 presets or Custom start date - end date drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Date in yyyy-mm-ddd format time at which the call was answered by the Agent time at which the Agent completed the call total time takenn for the call name of the Queue where the call was initially presented 18 V1.2/1010/4

23 Caller Details Code Name Callers number (if presented) and name (if entered e on maximiser) Completion Code that the Agent selected when they completed this calll Drill Down Report Drill down on this report provides further information on individual calls. Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the individual call Name (if( entered on maximiser) and number (if presented) of the caller name associated with the number called and the number called name associated with the extension that actually answered the call and the number of that extension name associated with the extension that caused thee call to be forwarded and the number of that extension total time that this call was ringing before connectedd total time that this call was connected cost associatedd with this call A further drill down on this report provides a complete call record. V1.2/1010/4 19

24 Agent Utilisation Shows the time that Agents have spent in different states, divided into logged-in periods. Select from 10 presets or Custom start date - end date Select date from drop down Calendar Select date from drop down Calendar Enter Start and End times in hhmm (24 hour) format Date Agent Name Agent Number Logged Out Logged In Not Available Waiting Ringing Busy Wrap-Upp Busy Other Blacklisted Date in yyyy-mm-dd format Name of the Agent handling the inbound calls to the Queue extension numberr of the Agent total time that the Agent was logged in, in hh:mm:ss format total time that the Agent was logged out, inn hh:mm:ss format total time that the Agent was not available, in hh:mm:sss format total time that the Agent was waiting for calls to be presented, in hh:mm:ss format total time that callss presented to the Agent were ringingg before being answered, in hh:mm:ss format total time that the Agent was in a busy state handling calls, in hh:mm:ss format total time that the Agent was logged in a wrap-up w statee following a completed call, in hh:mm:ss format total time that the Agent was in a busy state for reasonss other than calls, in hh:mm:ss format total time that the Agent was blacklisted as a result of not- in answering three calls inn a row that had been presented to them, hh:mm:ss format Drill Down Report No drill down facility is available for f this report. 20 V1.2/1010/4

25 Agent Utilisation Summary A summary, identifying the duration that Agents have spent in particular states. Agent Name Agent Number Logged Out Logged In Not Available Waiting Ringing Busy Wrap-Upp Busy Other Blacklisted Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Name of the Agent handling the inbound calls to thee Queue extension number of the Agent total time that the Agent was loggedd in, in hh:mm:ss format total time that the Agent was loggedd out, in hh:mm:ss format total time that the Agent was not available, in hh:mm:ss format total time that the Agent was waitingg for calls to be presented, in hh:mm:ss format total time that calls presented to the Agent were ringing before being answered, in hh:mm:ss format total time that the Agent was in a busy state handling calls, in hh:mm:ss format total time that the Agent was loggedd in a wrap-upp state following a completed call, in hh:mm:ss format f total time that the Agent was in a busy state for reasons other than calls, in hh:mm:sss format total time that the Agent was blacklisted as a result of not- to them, answering threee calls in a row that had been presented in hh:mm:ss format Drill Down Report No drill down facility is available for f this report. V1.2/1010/4 21

26 Agent Not Available Time A breakdown, by Agent, of time spent in a Not Available state. Date & Time Agent Number Time Not Available Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Date (yyyy-mm-dd) & Time (hh:mm:ss in 24 hour format) of the individual call extension number of the Agent total time that the Agent was not available, in hh:mm:ss format Drill Down Report No drill down facility is available for f this report. 22 V1.2/1010/4

27 Agent Activity Shows calls assigned to an Agent. Agent Name Number Of Calls Handling Time Averagee Handle Time Maximum Handle Time Select from f 10 presets or Custom start date - end date drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Name of the Agent handling the inbound calls to the Queue Number of calls to that Queue that the Agent handled total time that the Agent spent handlingg calls average time that the Agent spent handling each call longest time that the Agent spent handling a single call Drill Down Report Drill down on this report takes you to the Agent Call Activity report. V1.2/1010/4 23

28 Agent Queue Activity Shows calls assigned to an Agent, broken down into queues. Agent Name Queue Name Number Of Calls Averagee Ring Time Averagee Connected Time Select from 10 presets or Custom start date - end e date dropp down Calendar dropp down Calendar Enter Start and End times in hhmmm (24 hour) format f Name off the Agent handling the inbound calls name of the Queue where the call was initially presented total number of calls presented to the Agent average time that a call presented to this Agent took to be answered average time that a call presented to this Agent took to be completed Drill Down Report No drill down facility is available for f this report. 24 V1.2/1010/4

29 Agent Queue Activity Summary A summary of calls assigned to an Agent broken down by the queuess they were destined for. Queue Name Number Of Calls Averagee Ring Time Averagee Connected Time Selectt from 10 presets or Custom start datee - end date Selectt date from drop down Calendar Selectt date from drop down Calendar Enter Start and Endd times in hhmm (24 hour) format name of the Queue where the calls were w initially presented total number of calls presented to the Queue average time that a call presented to this Queue took to be answered average time that a call presented to this Queue took to be completed Drill Down Report No drill down facility is available for f this report. V1.2/1010/4 25

30 Abandoned Calls Shows details of abandoned callss on a queue-by-queue basis. Duration Longer Than Select from f 10 presets or Custom start date - end date drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Time in seconds before call was abandonedd Abandoned Calls Summary Total Abandoned Calls total number off abandonedd calls over the Lost Abandoned Calls total number off calls wheree the caller hung-up and have neitherr called back, not have been called back, over the y Called Back total number off calls wheree the caller hung-up, but they later called back, over the We Called Back total number off calls wheree the caller hung-up, but we later called them back, over the 26 V1.2/1010/4

31 Abandoned Calls Total Date Calling Number Calling Name Destination Number Destination Name Wait(s) Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the abandoned call Number of the caller (if presented) Name associated with the calling number (iff configured in maximiser) extension associated with the number called c name associated with the number called duration that the caller waited for before hanging-upp Abandoned Calls That Were Lost Date Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the abandoned call Calling Number Number of the caller (if presented) Calling Name Name associated with the calling number (iff configured in maximiser) Destination Number extension associated with the number called c Destination Name name associated with the number called Abandoned Callers That Have Called Back In Date Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the abandoned call Calling Number Number of the caller (if presented) Calling Name Name associated with the calling number (iff configured in maximiser). Destination Number extension associated with the number called c Destination Name name associated with the number called Retried At Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the call when the original Calling Number dialled back Spoke To Extension Number/ /Associated Name that the returning caller was connected to Abandoned Callers That We Have Called Backk Date Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the abandoned call Calling Number Number of the caller (if presented) Calling Name Name associated with the calling number (iff configured in maximiser) Destination Number extension associated with the number called c Destination Name name associated with the number called Callback Date Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the call when the original Calling Number was calledd back Called By Extension Number/ /Associated Name of the person whoo called back the original caller V1.2/1010/4 27

32 Drill Down Report Drill down on this report provides further information on individual calls. Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the individual call Name (if( entered on maximiser) and number (if presented) of the caller name associated with the number called and the number called name associated with the extension that actually answered the call and the number of that extension name associated with the extension that caused thee call to be forwarded and the number of that extension total time that this call was ringing before connectedd total time that this call was connected cost associatedd with this call A further drill down on this report provides a complete call record (seee Drill Down Report entryy under Agent Call Activity for further details). 28 V1.2/1010/4

33 Abandoned Summary Shows a summary of abandonedd calls on a queue-by-queue basis. Destination Name Destination Number Total Abandoned Minimumm Time Maximum Time Averagee Time Under 10 seconds seconds seconds seconds seconds Over 60 seconds Select from 10 presets or Custom start date - end e date dropp down Calendar dropp down Calendar Enter Start and End times in hhmmm (24 hour) format f name associatedd with the calling numberr (if entered on maximiser) number from which the call was made (iff presented) total number of calls from this name/number that were abandoned during the shortest durationn a call rang for before the caller hung-up longest duration a call rang for before thee caller hung-up average durationn a call rang for before the caller hung-up over the total number of calls that were abandoned after ringing for less than 10 seconds s total number of calls that were abandoned after ringing between 10 and 20 seconds total number of calls that were abandoned after ringing between 20 and 30 seconds total number of calls that were abandoned after ringing between 30 and 45 seconds total number of calls that were abandoned after ringing between 45 and 60 seconds total number of calls that were abandoned after ringing for more than 60 seconds s Drill Down Report Drill down on this report takes you to the Abandoned Calls report. V1.2/1010/4 29

34 Calls To Voic A breakdown of calls that went to voic on a queue-by-queue basis. Date Caller Name Caller Number Target Name Wait Select from 10 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Date (yyyy-mm-dd) name associated with the calling number (if entered on maximiser) number from which the call was made (if presented) name of thee Queue where the call was w initially presented duration that the caller waited for before hanging-up Drill Down Report Drill down on this report provides further information on individual calls. Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the individual call Name (if( entered on maximiser) and number (if presented) of the caller name associated with the number called and the number called name associated with the extension that actually answered the call and the number of that extension name associated with the extension that caused thee call to be forwarded and the number of that extension total time that this call was ringing before connectedd total time that this call was connected cost associatedd with this call 30 V1.2/1010/4

35 Agent Availability Report By Day Shows how an Agent (or Agents) ) spent their day. For Show Agent First Login Last Login First Call Select from 11 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Searches for anyy of the entities that appear on the Show line Automatically populated. Un-checking the box alongside each entry means that these search results will not be included in the For box Name of the Agent handling the inbound calls to thee Queue time that thee Agent first Logged in too the system on that day (hh: mm:ss) time that thee Agent was last Logged in to the system on that day (hh:mm:ss) time of the first call of the day handled by this Agent (hh: mm:ss) V1.2/1010/4 31

36 Last Call Not Available Total Not Available Unknown Not Available.. Log Out State Duration Log In State Duration Wait State Duration Ring State Duration Busy State Duration Wrap-upp State Duration Other State Duration Black List State Duration time of the last call of the day handled by this Agent (hh: mm:ss) total time that this Agent was unavailable during the day (mins) total time that this Agent was unavailable for an unknown reason during the day (mins) total time that this Agent was unavailable due to the stated Not Availabile Code (Lunch, Meeting, etc) during the e week (mins) total time during the day that this Agent was Logged Out (mins) total time during the day that this Agent was Logged In (mins) total time during the day that this Agent was in a Wait state (mins) total time during the day that this Agent had callss presented and left in a ringing state (mins) total time during the day that this Agent was busy on calls (mins) total time during the day that this Agent was in a Wrap-up state (mins) total time during the day that this Agent was in a State other than those listedd (mins) total time during the day that this Agent was in a Black Listed state (mins) 32 V1.2/1010/4

37 Drill Down Report Drill down on this report provides a completee record of state changess for that Agent during the day. Datetime State Duration Reason Call Time period during the day thatt the Agent was w in this state (hh:mm:ss) Agent state s during this time period duration that the Agent remained in thiss state (hh:mm:ss) Completion Code (if any) selected by the Agent at the end of this calll Hyperlink to drill down to call details. Only appears against Ringing, On Call and In Wrapp Up states Call Drill Down Report Drill down on View Call in the Call column of the Agent Availability Detail report provides the following detail. V1.2/1010/4 33

38 Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the individual call Name (if( entered on maximiser) and number (if presented) of the caller name associated with the number called and the number called name associated with the extension that actually answered the call and the number of that extension name associated with the extension that caused thee call to be forwarded and the number of that extension total time that this call was ringing before connectedd total time that this call was connected cost associatedd with this call A further drill down on Date & Time provides the standardd complete call c record. 34 V1.2/1010/4

39 Agent Availability Report By Week Shows how an Agent (or Agents) ) spent their time over a week (or weeks). For Show Agent Not Available Total Not Available Unknown Select from 11 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Searches for anyy of the entities that appear on the Show line Automatically populated. Un-checking the box alongside each entry means that these search results will not be included in the For box Name of the Agent handling the inbound calls to thee Queue total time that this Agent was unavailable during the week (mins) total time that this Agent was unavailable for an unknown reason during the week (mins) V1.2/1010/4 35

40 Not Available.. Log Out State Duration Log In State Duration Wait State Duration Ring State Duration Busy State Duration Wrap-upp State Duration Other State Duration Black List State Duration total time that this Agent was unavailable due to the stated Not Availabile Code (Lunch, Meeting, etc) during the e week (mins) total time during the week that this Agent A was Logged Out (mins) total time during the week that this Agent A was Logged In (mins) total time during the week that this Agent A was inn a Wait state (mins) total time during the week that this Agent A had calls presented and left in a ringing state (mins) total time during the week that this Agent A was busy on calls (mins) total time during the week that this Agent A was inn a Wrap-up state (mins) total time during the week that this Agent A was inn a State other than thosee listed (mins) total time during the week that this Agent A was inn a Black Listed state (mins) Drill Down Report A further drill down on Date & Time provides the standardd complete call c record. 36 V1.2/1010/4

41 Agent Availability Report By Month Shows how an Agent (or Agents) ) spent their time over a month (or months). m For Show Agent Not Available Total Select from 11 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Searches for anyy of the entities that appear on the Show line Automatically populated. Un-checking the box alongside each entry means that these search results will not be included in the For box Name of the Agent handling the inbound calls to thee Queue total time that this Agent was unavailable during the month (mins) V1.2/1010/4 37

42 Not Available Unknown Not Available.. Log Out State Duration Log In State Duration Wait State Duration Ring State Duration Busy State Duration Wrap-upp State Duration Other State Duration Black List State Duration total time that this Agent was unavailable for an unknown reason during the month (mins) total time that this Agent was unavailable due to the stated Not Availabile Code (Lunch, Meeting, etc) during the e month (mins) total time during the month that thiss Agent was Logged Out (mins) total time during the month that thiss Agent was Logged In (mins) total time during the month that thiss Agent was in a Wait state (mins) total time during the month that thiss Agent had calls presented and left in a ringing state (mins) total time during the month that thiss Agent was busy on callss (mins) total time during the month that thiss Agent was in a Wrap-upp state (mins) total time during the month that thiss Agent was in a State other than thosee listed (mins) total time during the month that thiss Agent was in a Black Listed state (mins) Drill Down Report Drill down on this report takes you to the Agent Availability Report by Day for that Agent. 38 V1.2/1010/4

43 Contact Response Shows inbound call response performance for specific inbound callers. For Show Number 1 to 6 Using SLA Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Select from 11 presets or Custom start date - end datee drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Searches for anyy of the entities that appear on the Show line Automatically populated. Un-checking the box alongside each entry means that these search results will not be included in the For box Allows calls from up to six numbers to bee searched for Allows search too be preformed against an existing SLAA Date (yyyy-mm-dd) & Time (hh:mm:ss in 244 hour format) of the individual call Name (if( entered on maximiser) and number (if presented) of the caller name associated with the number called and the number called name associated with the extension that actually answered the call and the number of that extension name associated with the extension that caused thee call to be forwarded and the number of that extension total time that this call was ringing before connectedd total time that this call was connected cost associatedd with this call Drill Down Report A drill down on Date & Time provides the standard complete call record. V1.2/1010/4 39

44 Incoming Response SLA Provides a summary of inbound calls to a queue and how effectively they were handled answered or abandoned against configurable timebands, defined through Service Level Agreements. For Show Duration longer than Call Type Using SLA Interval Total <aa seconds - Ans Select from 11 presets or Custom start date - end e date dropp down Calendar dropp down Calendar Enter Start and End times in hhmmm (24 hour) format f Searchess for any of the entities that appear onn the Show line Automatically populated. Un-checking the boxx alongside each entry means that these search results will not be included in thee For box Time in seconds s of call. Only calls longer thann will be searched for and listed in the resultant Report Tick boxes for Internal and/or External calls Allows search to be performed against an existing SLA Timeband divided into hourly segments Total number of calls during each hourly timeband total number of calls answered in less than aa seconds during each hourly timeband 40 V1.2/1010/4

45 <aa seconds - Aban <aa seconds - % ans <bb seconds - Ans <bb seconds - Aban <bb seconds - % ans <cc seconds - Ans <cc seconds - Aban <cc seconds - % ans <dd seconds - Ans <dd seconds - Aban <dd seconds - % ans <ee seconds - Ans <ee seconds - Aban <ee seconds - % ans >ee seconds - Ans >ee seconds - Aban >ee seconds - % ans Voic Total Voic - % Abandoned Total Abandoned - % total number of calls abandoned in less than aa seconds during each hourly timeband total number of calls answered in less than aa seconds, divided byy total calls and expressed as a percentage, during each hourly h timeband total number of calls answered in less than bb seconds during each hourly timeband total number of calls abandoned in less than bb seconds during each hourly timeband total number of calls answered in less than bb seconds, divided by total calls and expressed as a percentage, during each hourly h timeband total number of calls answered in less than cc seconds during each hourly timeband total number of calls abandoned in less than cc seconds during each hourly timeband total number of calls answered in less than cc seconds, divided byy total calls and expressed as a percentage, during each hourly h timeband total number of calls answered in less than dd seconds during each hourly timeband total number of calls abandoned in less than dd seconds during each hourly timeband total number of calls answered in less than dd seconds, divided by total calls and expressed as a percentage, during each hourly h timeband total number of calls answered in less than ee seconds during each hourly timeband total number of calls abandoned in less than ee seconds during each hourly timeband total number of calls answered in less than ee seconds, divided by total calls and expressed as a percentage, during each hourly h timeband total number of calls answered after ee seconds, or longer, during each hourly timeband total number of calls abandoned after ee seconds, or r longer, during each hourly timeband total number of calls answered after ee seconds, or longer, divided by total calls and expressed as a percentage, during each e hourly timeband total number of calls forwarded or transferred to voic , during each hourly timeband total number of calls forwarded or transferred to voic , divided by total calls and expressed as a percentage, during each e hourly timeband total number of calls abandoned during each e hourly timeband total number of calls abandoned, divided by total callss and expressed as a percentage, during each hourly timeband Please Note: values for aa, bb, cc, etc. are all definedd by the SLA levels selected. V1.2/1010/4 41

46 Incoming Response SLA Drill Down Report Drill down on the Total column of the Incoming Response SLA report provides thee following detail. Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Date (yyyy-mm-dd) (if entered on maximiser) and number (if presented) of the caller & Time ( hh:mm:ss in 24 hour format) of thee individual call c Name name associated with the number called and the number called name associated with the extensionn that actually answered the call and the number of that extension name associated with the extensionn that causedd the call to be forwardedd and the number of that extension total time that this call was ringing before connected total time that this call was connected cost associated with this call A further drill down on Date & Time provides the standardd complete call c record. 42 V1.2/1010/4

47 Incoming Call Breakdown By Hour With SLA Provides a summary of inbound calls to a queue broken down on an hourly basis.. Also shows how many calls were answered and handledd within management-defined SLAs. For Show Using SLA Select from 11 presets or Custom start date - end date drop downn Calendar drop downn Calendar Enter Start and End times inn hhmm (24 hour) formatt Searches for any of the entities that appear on the Show line Automatically populated. Un-checking the box alongside each entry means that t these search results will not be included in the For box Allows search to be preformed against an existing SLA Interval No. of Calls Connected Total Connected Sub-5 Seconds Timeband divided into hourly segments Total number of calls during each hourly timeband total number of calls that were successfully connected during each hourly timeband total number of calls that were successfully connected, but lasted less than 5 seconds, during each hourly timeband V1.2/1010/4 43

48 Connected Max Wait Connected Average Wait Connected Max Talk Connected Average Talk Connected Total Talk Voic Total Voic Max Wait Voic Averagee Wait Abandoned Total Abandoned Max Wait Abandoned Average Wait Answer Time - % Inside SLA Answer Time - % Outside SLA Handling Time - % Inside SLA Handling Time - % Outside SLA longest time that it took a call to be answered during each hourly timeband average time that it took a call to be answered during each hourly timeband longest time that a call was connected for f during each hourly timeband average time that a call was connected for during each hourly timeband total length of time that all calls were connected forr during each hourly timeband total number of calls that were forwarded, or transferred, to voic during each hourly timeband longest time that it took for a call to be forwarded, or transferred, to voic during each hourly timeband average time that it took for a call to bee forwarded, or transferred, to voic during each hourly timeband total number of calls wheree thee caller hung-up during each hourly timeband longest time that it took for a caller to hang-up h during each hourly timeband average time that it took for a caller to hang-up h during each hourly timeband percentage of calls that were answeredd within the management-defined SLA threshold percentage of calls that were answeredd outside of the management- management-defined SLA threshold percentage of calls that were answeredd and completed outside of the definedd SLA threshold percentage of calls that were answeredd and completed within the management-defined SLA threshold Incoming Call Breakdown By Hour With SLA Drill Down Report Drill down on the No. of Calls, Total Connected, Total Voic or Total Abandoned column the of the Incoming Call Breakdown By Hour With SLA report provides the following detail. Date & Time Source Destination Extension Forwarded By Date (yyyy-mm-dd) (if entered on maximiser) and number (if presented) of the caller & Time (hh:mm:ss in 24 hour format) of thee individual call c Name name associated with the number called and the number called name associated with the extensionn that actually answered the call and the number of thatt extension name associated with the extensionn that causedd the call to be forwarded and the number of thatt extension 44 V1.2/1010/4

49 Ringing Connected Cost total time that t this call was ringing before connected total time that t this call was connected cost associated with this call A further drill down on Date & Time provides the standardd complete call c record. V1.2/1010/4 45

50 Incoming Call Breakdown By Day With SLA Provides a summary of inbound calls to a queue broken down on a daily basis. Also shows how many calls were answered and handledd within management-defined SLAs. For Show Using SLA Select from 111 presets or Custom start date - end date d drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Searches for any of the entities that appear on the Show linee Automatically populated. Un-checking the box alongside each entry meanss that these search results will not be included in the For box Allows search to be preformed against an existing SLA Interval No. of Calls Connected Total Connected Sub-5 Seconds Connected Max Wait Connected Average Wait Connected Max Talk Connected Average Talk Connected Total Talk Voic Total Voic Max Wait Voic Averagee Wait Abandoned Total Abandoned Max Wait Abandoned Average Wait Day and Date Total number of calls during each day total number of calls that were successfully connected during each day total number of calls that were successfully connected, but lasted less than 5 seconds, during each day longest time that it took a call to bee answered during each day average time that it took a call to be answered during each day longest time that a calll was connected for during each day average time that a call was connected for during each dayy total length of time that all calls were connected for during each day total number of calls that were forwarded, or transferred, to voic during each day longest time that it took for a call too be forwarded, or transferred, to voic during each day average time that it took for a call to t be forwarded, or transferred, to voic during each day total number of calls where thee caller hung-upp during each day longest time that it took for a callerr to hang-up during each day average time that it took for a caller to hang-upp during each day 46 V1.2/1010/4

51 Answer Time - % Inside SLA Answer Time - % Outside SLA Handling Time - % Inside SLA Handling Time - % Outside SLA percentage of calls that were answered within the management- defined SLA threshold during each day percentage of calls that were answered outsidee of the management- the defined SLA threshold during each day percentage of calls that were answered and completed within management-defined SLA threshold during each day percentage of calls that were answered and completed outside of the management-defined SLA threshold during each day Incoming Call Breakdown By Dayy With SLA Drill Down Report Drill down on the Interval column produces the Incoming Call Breakdown By Hour With SLA Drill Down Report. Drill down on the No. of Calls, Total Connected, Total Voic or Total Abandoned column the of the Incoming Call Breakdown By Hour With SLA report provides the following detail. Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Date (yyyy-mm-dd) (if entered on maximiser) and number (if presented) of the caller & Time (hh:mm:ss in 24 hour format) of thee individual call c Name name associated with the number called and the number called name associated with the extensionn that actually answered the call and the number of thatt extension name associated with the extensionn that causedd the call to be forwarded and the number of thatt extension total time that t this call was ringing before connected total time that t this call was connected cost associated with this call A further drill down on Date & Time provides the standardd complete call c record. V1.2/1010/4 47

52 Incoming Call Breakdown By Week With SLA Provides a summary of inbound calls to a queue broken down on a weekly w basis. Also shows how many calls were answered and handledd within management-defined SLAs. For Show Using SLA Select from 11 presets or Custom start date - end date drop downn Calendar drop downn Calendar Enter Start and End times inn hhmm (24 hour) format Searches for any of the entities that appear on the Show line Automatically populated. Un-checking the box alongside each entry means that t these search results will not be included in the For box Allows search to be preformed against an existing SLA Interval No. of Calls Connected Total Connected Sub-5 Seconds Connected Max Wait Connected Average Wait Connected Max Talk Connected Average Talk Connected Total Talk Voic Total Voic Max Wait Voic Averagee Wait Abandoned Total Abandoned Max Wait Abandoned Average Wait Day and Date Total number of calls during each week w total number of calls that were successfully s connected during each week total number of calls that were successfully s connected, but lasted less than 5 seconds, during each week longestt time that it took a call too be answered during each week averagee time that it took a call to be answered during each week longestt time that a call was connected for during each week averagee time that a call was connected for during each week total length of time that all calls were connected for during each week total number of calls that were forwarded, f or transferred, to voic during each week longestt time that it took for a call to be forwarded, or transferred, to voic during each week averagee time that it took for a call to be forwarded, or transferred, to voic during each week total number of calls where thee caller hung-up during each week longestt time that it took for a caller to hang-up to hang-up during each during each week averagee time that it took for a caller week 48 V1.2/1010/4

53 Answer Time - % Inside SLA Answer Time - % Outside SLA Handling Time - % Inside SLA Handling Time - % Outside SLA percentage of calls that were answered within the management- within the defined SLAA threshold during each week w percentage of calls that were answered outside of the management-defined SLA thresholdd during eachh week percentage of calls that were answered andd completed management-defined SLA thresholdd during eachh week percentage of calls that were answered andd completed outside of the management-defined SLA threshold during each week Incoming Call Breakdown By Week With SLA Drill Down Report Drill down on the Interval column produces the Incoming Call Breakdown By Day With SLA Drill Down Report. Drill down on the No. of Calls, Total Connected, Total Voic or Total Abandoned column the of the Incoming Call Breakdown By Hour With SLA report provides the following detail. Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Date (yyyy-mm-dd) (if entered on maximiser) and number (if presented) of the caller & Time (hh:mm:ss in 24 hour format) of thee individual call c Name name associated with the number called and the number called name associated with the extensionn that actually answered the call and the number of thatt extension name associated with the extensionn that causedd the call to be forwarded and the number of thatt extension total time that t this call was ringing before connected total time that t this call was connected cost associated with this call A further drill down on Date & Time provides the standardd complete call c record. V1.2/1010/4 49

54 Incoming Call Breakdown By Monthh With SLA Provides a summary of inbound calls to a queue broken down on a monthly m basis. Also showss how many calls were answered and handledd within management-defined SLAs. For Show Using SLA Select from 111 presets or Custom start date - end date d drop down Calendar drop down Calendar Enter Start and End times in hhmm (24 hour) format Searches for any of the entities that appear on the Show linee Automatically populated. Un-checking the box alongside each entry meanss that these search results will not be included in the For box Allows search to be preformed against an existing SLA Interval No. of Calls Connected Total Connected Sub-5 Seconds Connected Max Wait Connected Average Wait Connected Max Talk Connected Average Talk Connected Total Talk Voic Total Voic Max Wait Voic Averagee Wait Abandoned Total Abandoned Max Wait Abandoned Average Wait Answer Time - % Inside SLA 50 Day and Date Total number of calls during each month total number of calls that were successfully connected during each month total number of calls that were successfully connected, but lasted less than 5 seconds, during each month longest time that it took a call to bee answered during each month average time that it took a call to be answered during each month longest time that a calll was connected for during each month average time that a call was connected for during each month total length of time that all calls were connected for during each month total number of calls that were forwarded, or transferred, to voic during each month longest time that it took for a call too be forwarded, or transferred, to voic during each month average time that it took for a call to t be forwarded, or transferred, to voic during each month total number of calls where thee caller hung-upp during each month longest time that it took for a callerr to hang-up during each month average time that it took for a caller to hang-upp during each month percentage of calls that were answered within the management- defined SLA threshold during each month V1.2/1010/4

55 Answer Time - % Outside SLA Handling Time - % Inside SLA Handling Time - % Outside SLA percentage of calls that were answered outsidee of the management- the defined SLA threshold during each month percentage of calls that were answered and completed within management-defined SLA threshold during each month percentage of calls that were answered and completed outside of the management-defined SLA threshold during each month Incoming Call Breakdown By Month With SLAA Drill Down Report Drill down on the Interval column produces the Incoming Call Breakdown By Day With SLA Drill Down Report. Drill down on the No. of Calls, Total Connected, Total Voic or Total Abandoned column the of the Incoming Call Breakdown By Hour With SLA report provides the following detail. Date & Time Source Destination Extension Forwarded By Ringing Connected Cost Date (yyyy-mm-dd) (if entered on maximiser) and number (if presented) of the caller & Time (hh:mm:ss in 24 hour format) of thee individual call c Name name associated with the number called and the number called name associated with the extensionn that actually answered the call and the number of thatt extension name associated with the extensionn that causedd the call to be forwarded and the number of thatt extension total time that t this call was ringing before connected total time that t this call was connected cost associated with this call A further drill down on Date & Time provides the standardd complete call c record. V1.2/1010/4 51

56 Vision Call Centre Live Wallboards If you have been given permission to manage an Agent and a Queuee you will be given three additional Panels to choose from when creating a wallboard Agent Panel, Calls Queuing and Agents in Queue. Please note that these panels will update every 2 seconds, and are not configurable, in other words the colours and layout cannot be altered. Agent Panel This panel will display real time and historical call data for the Agent selected. Thiss is the same information that is displayed within the Agent Detail pane of the Supervisor Console. Please refer r to the Vision Call Centre Supervisor Console User manual for further details. Calls Queuing Panel This panel will display a list of calls currently waiting to be answered either e for all Queues that the Manager has been given permission to manager or for the selected Queue. Q This is the same information that is displayed within the Queuing Calls pane of the Supervisor Console. Pleasee refer to the Vision Call Centre Supervisor Console User manual for further details. 52 V1.2/1010/4