Samsung Smart Center Reports Manual

							 The transfer position number indicating whether this extension was the first/second/third, etc.
to receive the transferred call.
 The device number and name of the extension/agent the call was transferred to.
 The dialed digits for the call. In the case of incoming calls the CLI for call will be displayed
here.
The report is presented in a call event per row format. Pagination of the report will occur if either
there are too many call events to fit in the height of a page or there are too many statistics param-
eters to fit in the width of a page.
4.1.2 Extension Event Report
An extension event report provides an event/call trace for a selected extension.
The following type of extension events and call types are supported:
 Extension logs on as an agent.
 Extension logs off.
 Extension has gone into wrap-up.
 Extension is unavailable to take calls.
 Extension is available to take calls again.
 Extension has received an incoming call.
 Extension has received a ring on call (a call that rang at the extension but was not answered at
the extension).
 Extension has made an outgoing call.
 Extension has made/received an internal/intercom call.
The following call statistics information is provided for each call event:
 The agent number/name if the extension is logged on.
 The start time and date of the call.
 The total duration of the call.
 The amount of time the call rang at the extension (only applicable to incoming calls).
 The amount of call handling time (includes talk, held and wrap-up time).
 The amount of talk time.
 The amount of time the call was held at the extension.
 The amount of wrap-up time the call required.
 The device number, name and group name of the device that the extension was connected to.
 The device number and name of the extension/agent the call was transferred from.
 The transfer position number indicating whether this extension was the first/second/third etc.
to receive the transferred call.
 The device number and name of the extension/agent the call was transferred to.
 The dialed digits for the call. In the case of incoming calls the CLI for call will be displayed
here.
The report is presented in a call event per row format. Pagination of the report will occur if either
there are too many call events to fit in the height of a page or there are too many statistics param-
eters to fit in the width of a page.
QPage 4-2 
						

							4.1.3 Line Group Event Report
A line group event report provides an event/call trace for a selected line group. You can select the
call types in which you are interested, for example, incoming, outgoing or abandoned calls. For
example to see a list of all abandoned calls the call center experienced, compile a line group event
report for all lines, selecting abandoned calls only. This report can be useful in finding out the
Calling Line Identity (CLI) of the customers who abandoned, so their calls may be returned.
The following type of line events and call types are supported:
 Line went busy on an incoming call.
 Line went busy on an abandoned call.
 Line went busy on an outgoing call.
The following call statistics information is provided for each call event.
 The number/name of the Line that call appeared on.
 The number/name of the DID that was associated with the line.
 The start time and date of the call.
 The total duration of the call.
 The amount of time the line was ringing.
 The amount of call handling time (includes ring, talk, and held time).
 The amount of talk time.
 The amount of time the line was put on hold.
 The device number, name and group name of the device that the line was connected to.
 The transfer count, i.e. how many times this call was transferred between agents/extensions.
 The dialed digits for the call. In the case of incoming calls the CLI for call will be displayed
here.
The report is presented in a call event per row format. Pagination of the report will occur if either
there are too many call events to fit in the height of a page or there are too many statistics param-
eters to fit in the width of a page.
4.2 Traffic Reports
There are 15 types of traffic reports, including those relating to agents, extensions, lines and DIDs.
4.2.1 Traffic Reports for Agents
There are four different report templates available on SmartCentre for traffic reporting on agents:
Agent Group Traffic Report- provides a breakdown of traffic information for all agent groups
within an agent super group (group of groups), such as All Agents.
Agent Group Traffic Profile Report - provides a profile of traffic information for an agent
group, such as Sales or Support, over a number of time periods.
Agent Traffic Report- provides a breakdown of the traffic for individual agents within an
agent group.
Agent Traffic Profile Report- provides a profile of traffic information for an individual agent
over a number of time periods.
QPage 4-3 
						

							For each of these reports, refer to Configuring Agent Groups in the help file to configure the
statistics analysis thresholds that control the calculation of GOS (Grade of Service).
On all these reports types there is an opportunity for the user to choose between displaying aver-
age or total statistics.  When editing the report item the user checks a box to indicate whether
to show average or total values.  All values on the report item can either be average or total
values, but not a mixture of both.  If averages and total values are both required, it is done by
creating two report items, identical except that one is for average values and one is for total
values.
4.2.1.1  Agent Group Traffic Report
An agent group traffic report provides historical call statistics data for each agent group within a
selected agent super group. The call statistics parameters available are as follows:
 Number of incoming calls that were answered.
 Number of internal/intercom calls made/received by agents.
 Number of outgoing calls.
 Average/total call time of the answered calls (includes wrap-up time).
 Average/total talk time of the answered calls.
 Average/total wrap-up time of the answered calls.
 Average/total call time of the internal/intercom calls.
 Average/total call time of the outgoing calls.
 Average/total talk time of the outgoing calls.
 Number of answered calls that were transferred from another extension/agent.
 Number of answered calls that were transferred to another extension/agent.
 Number of answered calls that were placed on inquiry hold.
 Average/total holding time of these held calls.
 Longest holding time of these held calls.
 Number of calls that rang at an agent but was not answered at the agent.
 Average/total ringing time of these ring-on calls.
 Longest ringing time of these ring-on calls.
 Longest call time of the answered calls (includes wrap-up time).
 Longest talk time of the answered calls.
 Longest wrap-up time of the answered calls.
 Longest call time of the internal/intercom calls.
 Longest call time of the outgoing calls.
 Longest talk time of the outgoing calls.
 Number of incoming and outgoing calls whose call time was below a short call analysis thresh-
old.
 Number of incoming and outgoing calls whose call time was above a long call analysis thresh-
old.
 The GOS (Grade of Service) for the agent group.
The report is presented in an agent group per column format. Pagination of the report will occur
if either there are too many agent groups to fit in the width of a page or there are too many sta-
tistics parameters to fit in the height of a page.
QPage 4-4 
						

							4.2.1.2  Agent Group Traffic Profile Report
An agent group traffic profile report provides historical call statistics data for a selected agent group
presented in a series of uniform time bands. The interval time governing the time bands can be
anything from 1 minute up to 999 weeks.
The call statistics parameters available are as follows:
 Number of incoming calls that were answered.
 Number of internal/intercom calls made/received by agents.
 Number of outgoing calls.
 Average/total call time of the answered calls (includes wrap-up time).
 Average/total talk time of the answered calls.
 Average/total wrap-up time of the answered calls.
 Average/total call time of the internal/intercom calls.
 Average/total call time of the outgoing calls.
 Average/total talk time of the outgoing calls.
 Number of answered calls that were transferred from another extension/agent.
 Number of answered calls that were transferred to another extension/agent.
 Number of answered calls that were placed on inquiry hold.
 Average/total holding time of these held calls.
 Longest holding time of these held calls.
 Number of calls that rang at an agent but was not answered at the agent.
 Average/total ringing time of these ring-on calls.
 Longest ringing time of these ring-on calls.
 Longest call time of the answered calls (includes wrap-up time).
 Longest talk time of the answered calls. 
 Longest wrap-up time of the answered calls.
 Longest call time of the internal/intercom calls.
 Longest call time of the outgoing calls.
 Longest talk time of the outgoing calls.
 Number of incoming and outgoing calls whose call time was below a short call analysis thresh-
old.
 Number of incoming and outgoing calls whose call time was above a long call analysis thresh-
old.
 The GOS (Grade of Service) for the agent group.
The report is presented in a time band per column format. Pagination of the report will occur if
either there are too many time bands to fit in the width of a page or there are too many statistics
parameters to fit in the height of a page.
4.2.1.3  Agent Traffic Report
An agent traffic report provides historical call statistics data for each agent within a selected agent
group. The call statistics parameters available are as follows:
 Total number of calls (this is a summation of the selected call categories within the report).
 Average/total handling time of these calls.
QPage 4-5 
						

							 Percentage of time the agent was busy on these calls. Note that this percentage is based on the
shift that you collated the report.
 Calls per hour for the time that the agent is logged on.
 Number of incoming calls that were answered.
 Average/total call time of these answered calls (this includes wrap-up time).
 Average/total talk time of these answered calls.
 Average/total wrap-up time of these answered calls.
 Number of answered calls per hour for the time that the agent is logged on.
 Number of incoming calls that were transferred from another extension/agent.
 Number of incoming calls that were transferred to another extension/agent.
 Number of incoming calls that were placed on inquiry hold.
 Average/total holding time of these held calls.
 Number of calls that rang at the extension but were not answered at the extension.
 Average/total ringing time of these ring-on calls.
 Number of internal/intercom calls made/received by the agent.
 Average/total call time of these intercom calls.
 Number of intercom calls per hour for the time that the agent is logged on.
 Number of outgoing calls made by the extension.
 Average/total call time of these outgoing calls.
 Average/total talk time of these outgoing calls.
 Number of outgoing calls per hour for the time that the agent is logged on.
 Number of incoming and outgoing calls whose call time was below the short call analysis
threshold.
 Number of incoming and outgoing calls whose call time was above the long call analysis
threshold.
 The GOS (Grade of Service) for the agent.
 Number of times the agent logged on during the period of analysis.
 The percentage of time the agent was logged on during the period of analysis.
 Number of times the agent went unavailable during the period of analysis.
 The percentage of time the agent was unavailable during the period of analysis.
 Call rates per hour logged on for the call categories answered, intercom and outgoing.
The report is presented in an agent per row format with a totals entry for the whole group being
presented at the bottom of the report. Pagination of the report will occur if either there are too
many agents to fit in the height of a page or there are too many statistics parameters to fit in the
width of a page.
4.2.1.4  Agent Traffic Profile Report
An agent traffic profile report provides historical call statistics data for a selected agent presented
in a series of uniform time bands. The interval time governing the time bands can be anything
from 1 minute up to 999 weeks.
The call statistics parameters available are as follows:
 Total number of calls (this is a summation of the selected call categories within the report).
 Average/total handling time of these calls.
 Percentage of time the agent was busy on these calls during each time band.
QPage 4-6 
						

							 Number of incoming calls that were answered.
 Average/total call time of these answered calls (this includes wrap-up time).
 Average/total talk time of these answered calls.
 Average/total wrap-up time of these answered calls.
 Number of incoming calls that were transferred from another extension/agent.
 Number of incoming calls that were transferred to another extension/agent.
 Number of incoming calls that were placed on inquiry hold.
 Average/total holding time of these held calls.
 Number of calls that rang at the extension but were not answered at the extension.
 Average/total ringing time of these ring-on calls.
 Number of internal/intercom calls made/received by the agent.
 Average/total call time of these intercom calls.
 Number of outgoing calls made by the extension.
 Average/total call time of these outgoing calls.
 Number of incoming and outgoing calls whose call time was below the short call analysis
threshold.
 Number of incoming and outgoing calls whose call time was above the long call analysis
threshold.
 The GOS (Grade of Service) for the agent.
 Number of times the agent logged on during each time band.
 The percentage of time the agent was logged on during each time band.
 Number of times the agent went unavailable during each time band.
 The percentage of time the agent was unavailable during each time band.
The report is presented in a time band per row format. Pagination of the report will occur if either
there are too many time bands to fit in the height of a page or there are too many statistics param-
eters to fit in the width of a page.
4.2.2 Traffic Reports for Extensions
There are four different report templates available on SmartCentre for traffic reporting on exten-
sions. They give similar information to the traffic reports for agents. Depending on how your call
center is run you may choose to use one or the other. Templates available are as follows:
 Extension Group Traffic Report - provides a breakdown of traffic information for all extension
groups within an extension super group (group of groups), such as All Extensions.
 Extension Group Traffic Profile Report - provides a profile of traffic information for an agent
group, such as Sales Extensions or Support Extensions, over a number of time periods.
 Extension Traffic Report - provides a breakdown of the traffic for individual extensions with-
in an extension group.
 Extension Traffic Profile Report - provides a profile of traffic information for an individual
extension over a number of time periods.
On each of these reports, to configure the statistics analysis thresholds that control the calculation
of GOS refer to Configuring extension groups in the help file.
QPage 4-7 
						

							4.2.2.1  Extension Group Traffic Report
An extension group traffic report provides historical call statistics data for each extension group
within a selected extension super group. The call statistics parameters available are as follows:
 Number of incoming calls that were answered.
 Number of internal/intercom calls made/received by extensions.
 Number of outgoing calls.
 Average call time of the answered calls (includes wrap-up time).
 Average wrap-up time of the answered calls.
 Average call time of the internal/intercom calls.
 Average call time of the outgoing calls.
 Number of answered calls that were transferred from another extension/agent.
 Number of answered calls that were transferred to another extension/agent.
 Number of answered calls that were placed on inquiry hold.
 Average holding time of these held calls.
 Longest holding time of these held calls.
 Number of calls that rang at an extension but was not answered at the extension.
 Average ringing time of these ring-on calls.
 Longest ringing time of these ring-on calls.
 Longest call time of the answered calls (includes wrap-up time).
 Longest wrap-up time of the answered calls.
 Longest call time of the internal/intercom calls.
 Longest call time of the outgoing calls.
 Number of incoming and outgoing calls whose call time was below a short call analysis thresh-
old.
 Number of incoming and outgoing calls whose call time was above a long call analysis thresh-
old.
 The GOS for the extension group.
The report is presented in an extension group per column format. Pagination of the report will
occur if either there are too many extension groups to fit in the width of a page or there are too
many statistics parameters to fit in the height of a page.
4.2.2.2  Extension Group Traffic Profile
An extension group traffic profile report provides historical call statistics data for a selected exten-
sion group presented in a series of uniform time bands. The interval time governing the time bands
can be anything from 1 minute up to 999 weeks.
The call statistics parameters available are as follows:
 Number of incoming calls that were answered.
 Number of internal/intercom calls made/received by extensions.
 Number of outgoing calls.
 Average call time of the answered calls (includes wrap-up time).
 Average wrap-up time of the answered calls.
 Average call time of the internal/intercom calls.
 Average call time of the outgoing calls.
QPage 4-8 
						

							 Number of answered calls that were transferred from another extension/agent.
 Number of answered calls that were transferred to another extension/agent.
 Number of answered calls that were placed on inquiry hold.
 Average holding time of these held calls.
 Longest holding time of these held calls.
 Number of calls that rang at an extension but was not answered at the extension.
 Average ringing time of these ring-on calls.
 Longest ringing time of these ring-on calls.
 Longest call time of the answered calls (includes wrap-up time).
 Longest wrap-up time of the answered calls.
 Longest call time of the internal/intercom calls.
 Longest call time of the outgoing calls.
 Number of incoming and outgoing calls whose call time was below a short call analysis thresh-
old.
 Number of incoming and outgoing calls whose call time was above a long call analysis thresh-
old.
 The GOS for the extension group.
The report is presented in a time band per column format. Pagination of the report will occur if
either there are too many time bands to fit in the width of a page or there are too many statistics
parameters to fit in the height of a page.
4.2.2.3  Extension Traffic Report
An extension traffic report provides historical call statistics data for each extension within a select-
ed extension group. The call statistics parameters available are as follows:
 Total number of calls (this is a summation of the selected call categories within the report).
 Average handling time of these calls.
 Percentage of time the extension was busy on these calls. Note that this percentage is based on
the shift that you collated the report.
 Number of incoming calls that were answered.
 Average call time of these answered calls (this includes wrap-up time).
 Average wrap-up time of these answered calls.
 Number of incoming calls that were transferred from another extension/agent.
 Number of incoming calls that were transferred to another extension/agent.
 Number of incoming calls that were placed on inquiry hold.
 Average holding time of these held calls.
 Number of calls that rang at the extension but were not answered at the extension.
 Average ringing time of these ring-on calls.
 Number of internal/intercom calls made/received by the extension.
 Average call time of these intercom calls.
 Number of outgoing calls made by the extension.
 Average call time of these outgoing calls.
 Number of incoming and outgoing calls whose call time was below the short call analysis
threshold.
 Number of incoming and outgoing calls whose call time was above the long call analysis
threshold.
QPage 4-9 
						

							 The GOS (Grade of Service) for the extension.
 Number of times the extension logged on as an agent during the period of analysis.
 The percentage of time the extension was logged on as an agent during the period of analysis.
 Number of times the extension went unavailable during the period of analysis.
 The percentage of time the extension was unavailable during the period of analysis.
The report is presented in an extension per row format with a totals entry for the whole group
being presented at the bottom of the report. Pagination of the report will occur if either there are
too many extensions to fit in the height of a page or there are too many statistics parameters to fit
in the width of a page.
4.2.2.4  Extension Traffic Profile Report
An extension traffic profile report provides historical call statistics data for a selected extension pre-
sented in a series of uniform time bands. The interval time governing the time bands can be any-
thing from 1 minute up to 999 weeks.
The call statistics parameters available are as follows:
 Total number of calls (this is a summation of the selected call categories within the report).
 Average handling time of these calls.
 Percentage of time the extension was busy on these calls during each time band.
 Number of incoming calls that were answered.
 Average call time of these answered calls (this includes wrap-up time).
 Average wrap-up time of these answered calls.
 Number of incoming calls that were transferred from another extension/agent.
 Number of incoming calls that were transferred to another extension/agent.
 Number of incoming calls that were placed on inquiry hold.
 Average holding time of these held calls.
 Number of calls that rang at the extension but were not answered at the extension.
 Average ringing time of these ring-on calls.
 Number of internal/intercom calls made/received by the extension.
 Average call time of these intercom calls.
 Number of outgoing calls made by the extension.
 Average call time of these outgoing calls.
 Number of incoming and outgoing calls whose call time was below the short call analysis
threshold.
 Number of incoming and outgoing calls whose call time was above the long call analysis
threshold.
 The GOS (Grade of Service) for the extension.
 Number of times the extension logged on as an agent during each time band.
 The percentage of time the extension was logged on as an agent during each time band.
 Number of times the extension went unavailable during each time band.
 The percentage of time the extension was unavailable during each time band.
The report is presented in a time band per row format. Pagination of the report will occur if either
there are too many time bands to fit in the height of a page or there are too many statistics param-
eters to fit in the width of a page.
QPage 4-10 
						

							4.2.3  Traffic Reports for DIDs
There are four different report templates available on SmartCentre for traffic reporting on DIDs:
 DID Group Traffic Report - provides a breakdown of traffic information for all DID groups
within a DID super group (group of groups), such as All DIDs.
 DID Group Traffic Profile Report - provides a profile of traffic information for a DID group,
such as Sales DIDs or Support DIDs, over a number of time periods.
 DID Traffic Report - provides a breakdown of the traffic for individual DIDs within a DID
group.
 DID Traffic Profile Report - provides a profile of traffic information for an individual DID
over a number of time periods.
For each of these reports, to configure the statistics analysis thresholds that control the calculation
of GOS refer to Configuring DID groups in the help file.
On all these report items types there is an opportunity for the user to choose between displaying
average or total statistics.  When editing the report item the user checks a box to indicate
whether to show average or total values.  All values on the report item can either be average
or total values, but not mixture of both.  If averages and total values are both required, it is
done by creating two report items, identical except that one is for average values and one is for
total values.
4.2.3.1 DID Group Traffic Report
A DID group traffic report provides historical call statistics data for each DID group within a
selected DID super group. The call statistics parameters available are as follows:
 Number of calls offered.
 Number of incoming calls that were answered.
 Number of incoming calls that abandoned before being answered.
 Percentage of incoming calls abandoned.
 Average/total call time of the answered calls.
 Average/total talk time of the answered calls.
 Average/total waiting time of the answered calls.
 Average/total waiting time of the abandoned calls.
 Number of answered calls that were transferred to other extensions/agents.
 Number of answered calls that were placed on inquiry hold.
 Average/total holding time of these held calls.
 Longest holding time of these held calls.
 Of those calls that were transferred, the average number of times the calls were transferred.
 Of those calls that were transferred, the maximum number of times a call was transferred.
 Longest call time of the answered calls.
 Longest talk time of the answered calls.
 Longest waiting time of the answered calls.
 Longest waiting time of the abandoned calls.
 Target answer times.
QPage 4-11