Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							9. REPORTS 
9.1 The ACD TELEMARKETER package generates a series of printer di- 
rected reports listing call and performance information for agents, paths, 
and groups. The Agent Shift Summary Record covers the agent’s logon peri- 
od, and is automatically printed when an agent logs off. The path and group 
reports present information collected over a pre-defined period. 
The reporting parameters may be selected through the maintenance terminal 
or the console. Refer to paragraph 9.12 for descriptions of the parameters 
and how they are selected. 
AGENT SHIFT SUMMARY RECORD 
9.2 An Agent Shift Summary Record prints automatically whenever an 
agent logs out. Once enabled, this report requires no predefined time param- 
eters. Refer to paragraph 9.13 , SET Command, for instructions on enabling 
the Agent Shift Summary Record. 
Headers on the Agent Shift Summary Record identify the fields. Table 9-4 de- 
fines these headers. 
Table 9-4 Agent Shift Sum,mary Record Fields 
Softkey Label 
Function 
DATE Month/day/year (mm/dd/yy) 
GROUP Agent group (4 digits) 
AGENT Agent id (5 digits) 
EXTN Extension number (5 digits) 
LOGIN 
SHIFT 
CALLS Login time (hh:mm:ss) 
Agents’ shift length (hh:mm:ss) 
Number of ACD calls answered by the agent (4 dig- 
its) 
TIME Total time spent by the agent on ACD calls 
(HH:mm:ss) 
EXT-OUT Number of non-ACD external outgoing calls made 
(4 digits) 
TIME 
Total time the agent spent on non ACD external 
outgoing calls (HH:mm:ss) 
Two examples of the agent records are provided below, with an explanation 
of the printed data. 
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Agent Shift 9.3 The following example shows an Agent Shift record. The fields in the 
Records - Example record are described below the example. 
1 
DATE GROUP AGENT EXTN LOGIN SHIFT CALLS TIME EXT-OUT TIME 
01/27/88 0018 00349 01432 13:28:16 06:35:04 0485 03:34:51 0016 01:25:26 
On January 27, 1988 agent 349 of agent group 18 at extension 1432 logged 
on at 13:28: 16 for a period of 6 hours, 35 minutes, and 4 seconds. The agent 
answered 485 ACD calls which lasted a total of 3 hours, 34 minutes and 51 sec- 
onds. Sixteen non-ACD external outgoing calls lasting a total of 1 hour, 25 
minutes and 26 seconds were made by this agent during the shift. 
Agent Shift 9.4 The following shows another example Agent Shift record. The fields 
Records - Example in the record are described below. 
2 
DATE GROUP AGENT EXTN LOGIN SHIFT CALLS TIME EXT-OUT TIME 
11/12/88 0001 24157 05211 08:26:54 07:45:12 0036 07:01:23 0008 00:31:52 
On November 12, 1988 agent 24157 of agent group one, at extension 5211 
logged on at 08:26:54 for a period of 07:45: 12. The agent answered 36 ACD 
calls which lasted a total of 7 hours, 1 minute and 23 seconds. Eight non ACD 
external outgoing calls with a total duration of 31 minutes and 52 seconds 
were placed by the agent during the shift. 
PATH REPORTS 
9.5 A summary record for the Path lists: 
l total counts for traffic entering the path during the specified time period, 
l the number of those calls that were answered, abandoned, and inter- 
flowed 
The summary report is printed only for programmed entities. 
Report Headers 9.6 Headers on the Path Summary Report identify the date and time of 
the report and identify each field on the report. Table 9-5 defines these 
s 
fields. 
Table 9-5 Path Summary Report Fields 
Softkey Label 
PATH Path number Function 
ENTERED 
ANSWERED Total number of calls entering this path 
Total number of calls entering this path which were 
answered and the average time to answer 
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Table 9-5 Path Summary Report Fields 
(continued) 
Softkey Label 
ABANDONED Function 
Number of calls which entered this path that aban- 
doned and the average time the caller waited be- 
fore abandoning. 
I 
INTERFLOWED Number of calls which interflowed out of this path 
and the average time before interflowing. 
I 
SERVICE Number of callers that were answered within the 
path service level in this time frame. 
Page 2 of 2 
Path Summary 
Report Example 9.7 The following example shows a typical Path Summary report. 
Period:7JAN-888:30t.o4:30 
PATH ENTERED ANSWERED ABANDONED INTERFLOWED SERVICE 
23 1732 1578 00095 0020 003:08 0134 003:27 0 
Path number 23 received 1732 calls and of these, 1578 were answered within 
an average of 15 seconds. Twenty callers abandoned after waiting an average 
of three minutes and eight seconds. The 134 calls that interflowed out of the 
path did so after an average time of three minutes and 27 seconds. 
CROUP SUMMARY REPORT 
9.8 A summary record for the Group Reports is printed for programmed 
entities only. The information in the Group Summary report is categorized 
as: 
l offered, 
l answered, 
l non-ACD external calls, 
a non-ACD other calls, and 
l the average number of agents logged in during the period. 
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Table 9d Group Summary Report Fields 
Softkey Label Function 
GROUP Group number being summarized  Report Headers 9.9 Headers on the Group Summary Report identify the date and time of 
the report and identify each field on the report. Table 9-6 defines these 
fields. 
OFFERED Total number of calls offered to the group during 
the reporting period 
ANSWERED Total number of above calls that were answered by 
this group and the average length of time agents 
spent talking to the caller 
NON-ACD EXTERNAL Total number of external calls made by this group 
and the average time of each call 
NON-ACD OTHER Total number of calls, other than non-ACD exter- 
nal calls and ACD calls, made and received by the 
group and the average time of each call 
AVERAGE LOGGED IN Average number of agents logged in during the 
period. 
Group Summary 
Report Example 9.10 The following shows an example Group Summary Report. The fields 
in the report are described below. 
GROUP OFFERED ANSWERED 
NON-ACD NON-ACD AVERAGE 
EXTERNAL OTHER LOGGED IN 
12 0174 ol-31 2:21 
0015 4:09 0021 1:57 7 
This example shows that agent Group number 12 was offered 174 calls 131 of 
which the group handled. Each agent spent an average of two minutes and 
21 seconds speaking to the caller. The 15 non-ACD external calls placed by 
the group had an average duration of four minutes and nine seconds. Other 
non-ACD calls, a total of 21, lasted an average of one minute and 57 seconds. 
An average of seven agents were logged in for this report period. 
PRINTING REPORTS 
9.11 Before the reports can be printed, the printer assignment must be 
completed as follows: 
CDE Form 34, Directed IO 
l assign the ACD AGT SUM and ACD GRP SUM printouts. 
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Refer to Customer Data Entry (CDE), Practice 9109-094-210-NA, for program- 
ming details. 
Report Commands 9.12 Either the maintenance terminal or console can be used to enter the 
commands and parameters needed to start the ACD Reports. Refer to RS-232 
Maintenance Terminal, Practice 9109-094-351-NA, for instructions on using 
the terminal. The following subsection describes the report commands. 
To access the reports, login to the console or maintenance terminal using the 
correct USERNAME and PASSWORD. After login, the softkey labels change 
to: 
. 
1 -SYSTEM 
I 2- 3-DIAGNOSTICS 4- ) 5-TRAFFIC-MEAS] 
6-QUIT 7-LOGS 8-ACD REPORTS g-REPORTS 
- O- 
I 
To access the ACD Reports subform, press the ACD 
REPORTS softkey. The 
softkey labels change to: - 
l-SET 2-SHOW 3- 4- 5- 
6-QUIT 7- 8- 9- o- 
SET Command The softkey functions are as follows: 
1. Soti key Label 
I Function 
~ I 
SET 
SHOW Sets up various parameters for the summary reports 
Shows the current setup of the ACD printouts 
QUIT Exits the user from the ACD Report mode. 
I 
The following subsections describe the reporting parameters available for 
each of these softkeys. 
9.13 Use the SET command to enter or change any ACD Report parameters. 
After pressing the SET sof-tkey, the prompts change as shown below. 
l-AGENT SHIFT 2-PERIOD 
3-DURATION 4-AUTOPRINT 5-CANCEL 
- 
6- 7-START TIME 8-GRP SUMMARY 9- 
o- 
- 
- 
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Use the softkeys to enter the required data and to exit from the ACD REPORT 
function. The softkey functions are as follows: 
Softkey Label 
AGENT SHIFT 
- Function 
Enables/disables printing of the agent shift summa- 
ry reports. Enabled by default. 
PERIOD 
Sets the length of each reporting period from 10 
minutes to 1 hour in 10 minute intervals. The de- 
fault.is 10 minutes. 
DURATION Sets the number of reporting periods. The duration 
must be a minimum of one period. The product of 
the duration multiplied by the period must be less 
than or equal to 24 hours. The default duration is 6 
periods. 
AUTOPRINT Enables/disables printing of a “last hour” report at 
the end of each reporting period. Enabled by de- 
fault. 
CANCEL 
START TIME 
- Terminates the SET command. 
Sets the time of day, at 10 minute intervals, when 
the shift data collection starts. The start time must 
be defined before the group summary reports can 
be enabled. The default start time is 08:OO. 
GRP SUMMARY 
- Enables/disables printing of the group summary 
reports. Disabled by default. A start time must be 
defined before the report is enabled. 
The DURATION, PERIOD, GRP SUMMARY, and the START TIME can not be 
changed once the report is ru%ng. Stop the repot-t beforeattempting to 
change these parameters. 
SHOW Command 9.14 Use the SHOW command to display the status of the ACD reports. Af- 
ter pressing the SHOW softkey, the labels change as shown below. 
l- 2- 3-STATUS 4- 5-CANCEL 
. 
6- 7- 8- 9- o- 
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Softkey Label 
STATUS 
STATUS 
CANCEL Function 
The STATUS softkey displays the following informa- 
tion in the screen window: 
STATUS : Active/inactive 
GROUP SUMMARY : ON/OFF 
AUTO PRINT : ON/OF 
The STATUS softkey displays the following informa- 
tion in the screen window: 
GROUPSUMMARY : ON/OFF 
STATUS : Active/Inactive 
START TIME : HH:mm 
PERIOD : nn minutes 
.DURATlON : nn periods 
AGENT SHIFT : ON/OFF 
Cancels the show command 
QUIT Command 9.15 This softkey command’allows the user to exit from the ACD REPORT 
mode at the console or terminal. 
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							10. ACD MONITORS 
10.1 The ACD Monitors act as a “window” to the ACD system by giving 
ACD Supervisors an event-display that is updated after the completion of 
each ACD activity. This section describes the purpose and content of each 
monitor, and defines the monitor fields and the keys available in each dis- 
play. 
HIERARCHY OF MONITOR DISPLAYS 
:’ 10.2 The Monitors allow access to four areas of the ACD TELEMARKETER 
system. The user may view the current activity for: 
l the overall system, 
l paths, 
l agents, and 
0 agent groups. 
The Monitor data is presented in a series of displays on a standard, VT100 
compatible terminal. Most displays show a summary of performance over the 
last hour of operation, or from the beginning of an agent’s shift. The moni- 
tors are arranged in a hierarchy as shown in Figure 10-l . 
Monitor ACD System 
’ Paths Summary Agent Groups Summary Agents Summary 
Prog Stats Activity Prog Stats Activity 
Prog Stats Activity 
Figure IO-1 Monitor Hierarchy 
The following subsections provide an overview of the upper levels of moni- 
tor hierarchy. 
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10.3 The System Activity monitor displays the current status of the ACD 
system. The display shows the number of agents logged in, the number of 
calls in the system, and general statistics on agent performance. 
10.4 The Path Summary monitors are a series of displays for individual 
paths. Displays include the CDE programmed parameters of the path, the cur- 
rent activity on the path, and a brief statistical analysis for the path. 
10.5 The Agent Groups Summary monitors are a series of displays for indi- 
vidual agent groups. Displays include the CDE programmed data for each 
agent group, the current activity of the group, and a brief current and histori- 
cal analysis of statistical data for the group. 
10.6 The Agent Information monitors are a series of displays for individual 
ACD agents. Displays include CDE programmed data for each agent in the sys- 
tem, the current activity of the agents, and a brief current and historical anal- 
ysis of statistical data for the agents. 
ACCESSING MONITORS 
10.7 The Monitors are accessed through a VT1 00-type terminal connected 
to a dataset. The dataset connects each Data Terminal (DTE) to a DNIC circuit 
on the PABX. The DTE connected to the dataset must be an ASCII data device 
using an RS-232C interface. As many as four users can access the Monitors 
simultaneously. Most displays are updated every 5 seconds. This update rate 
may vary depending on the number of users currently requesting monitor 
displays. The following subsections describe how to access the ACD monitors. 
10.8 Perform the following steps to gain access to the monitors through a 
VTlOO-type terminal. 
Press  key 
System Response: (See Note) 
Welcome to Mite1 SX-200 DIGITAL Data Switching 
* 
Note: The system response is a programmable herald that is selected during 
the programming of the Data Transceiver’s Class-Of-Service. Refer to 
Practice 9109-094-210-NA, Customer Data Entry (CDE), for details. 
To request the monitors, enter: 
MONITOR ACD or M ACD 
The display shows call progress as follows; 
Type the monitor password, and press the RETURN key. The default password is 1000. 
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