Samsung Smart Center Reports Manual

Samsung SmartCentre
Reports
Samsung Telecommunications America reserves the right without prior notice to revise infor-
mation in this guide for any reason. Samsung Telecommunications America also reserves the
right without prior notice to make changes in design or components of equipment as engi-
neering and manufacturing may warrant. Samsung Telecommunications America disclaims all
liabilities for damages arising from the erroneous interpretation or use of information present-
ed in this guide. All...

Produced and distributed under license from Sension Limited, UK. Copyright 2000 Sension Limited,
UK. Licensed material. Unauthorized use, duplication or distribution strictly prohibited. 

Table of Contents
1 Introduction 1-1
2 Report Concepts and Terminology                                                    2-1
2.1 Devices  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-1
2.2 Shifts  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.3 Filters  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.3.1 Filter Elements Supported  . ....

4.2.4 Traffic Reports for Lines  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-14
4.2.4.1   Line Group Traffic Report  . . . . . . . . . . . . . . . . . . . . . . . . . . .4-15
4.2.4.2   Line Group Traffic Profile  . . . . . . . . . . . . . . . . . . . . . . . . . . .4-16
4.2.4.3   Line Traffic Report  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-9
4.3 Utilization Reports  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-17...

Introduction
One of the components that comes with the SmartCentre VR and VAR is the SmartCentre
Reporter. This is a separate program that can be used to collate, view, print and export historical
reports.
This document is designed to give the user a more in-depth understanding of the architecture of
the Reporter module which will enable them to create the appropriate report template and under-
stand how to interpret the information provided. To maximize the benefit of this document, users
should...

Report Concepts and Terminology
To understand the SmartCentre Reporter is vital to understand some of the key concepts and ter-
minology used in the product. Reference is made to devices, templates, shifts and filters, which are
all described in this section. 
Further terminology is found in the  Glossa ry of  Repo rter  Terminolog y, section  6 of this document.
2.1 Devices
SmartCentre refers to lines, DIDs, extensions and agents as devices. The user can create groups
and super groups of devices. A...

2.2 Shifts
Before a report can be created the user must program SmartCentre with shifts. These are used to
filter data collected outside the times the user is interested in. In addition to being used to create
reports during real working shifts, other shifts can be used to allow the user to understand what
happens outside normal working hours or perhaps at certain times of the week (e.g. Mondays) or
at certain times of the day (e.g. lunch time). This way it is possible, for example, to create a report...

h) Agent Group Filter Element 
This filter element accepts only calls that were connected to agents within a specified agent
group.
i) Extension Queue Group Filter Element
This filter element accepts only inbound calls that were finally queued to a specific extension
group.
j) Agent Queue Group Filter Element
This filter element accepts only inbound calls that were finally queued to a specific agent
group.
k) Dialed Digits Filter Element
This filter element accepts only calls whose inbound/outbound...

What Type of Report?
This section is designed to help users understand which types of report to use to display the infor-
mation they require. The terms used on the reports are explained in the next section. 
Your SmartCentre product may not have all of the reports listed. Refer to the Product Description
to check which reports your SmartCentre product supports. 
There are six groups of reports:
a) Event Reports
These are very detailed essentially giving a step-by-step account of what happened on a par-...

Which Report Template?
Having established the type of report you need, use this section to help choose exactly the right
report for your needs. This section includes a list of the available report items that can be includ-
ed in a report template for your reference.
4.1 Event Reports
There are three types of event reports, each recording all events that occur on the specified device
(agent, extension or line group). Events are caused by the device, such as an agent, receiving an
incoming call, accepting...