Samsung Smart Center Reports Manual

							 Number of calls whose waiting time exceeded the long wait analysis threshold including those
calls that were abandoned.
 Number of calls whose waiting time exceeded the long wait analysis threshold excluding those
calls that were abandoned.
 The GOS for each DID group (abandoned calls included).
 The GOS for each DID group (abandoned calls excluded).
 Number of Erlangs of traffic on each DID group.
The report is presented in a DID group per column format. Pagination of the report will occur if
either there are too many line groups to fit in the width of a page or there are too many statistics
parameters to fit in the height of a page.
4.2.3.2  DID Group Traffic Profile Report
A DID group traffic profile report provides historical call statistics data for a selected DID group
presented in a series of uniform time bands. The interval time managing the time bands can be
anything from 1 minute up to 999 weeks.
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 time.
 Number of calls whose waiting time exceeded the long wait analysis threshold including those
calls that were abandoned.
 Number of calls whose waiting time exceeded the long wait analysis threshold excluding those
calls that were abandoned.
 The GOS for the DID group (abandoned calls included).
 The GOS for the DID group (abandoned calls excluded).
 Number of Erlangs of traffic on the DID group.
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							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.
4.2.3.3  DID Traffic Report
A DID traffic report provides historical call statistics data for each DID number within a selected
DID 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 time.
 Number of calls whose waiting time exceeded the long wait analysis threshold including those
calls that were abandoned.
 Number of calls whose waiting time exceeded the long wait analysis threshold excluding those
calls that were abandoned.
 The GOS for each DID number (abandoned calls included).
 The GOS for each DID number (abandoned calls excluded).
 Number of Erlangs of traffic on each DID number.
The report is presented in a DID number per column format with a totals column for the whole
group being presented as the first column. Pagination of the report will occur if either there are
too many DID numbers to fit in the width of a page or there are too many statistics parameters
to fit in the height of a page.
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							4.2.3.4  DID Traffic Profile Report
A DID traffic profile report provides historical call statistics data for a selected DID number 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:
 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.
 Number of calls whose waiting time exceeded the long wait analysis threshold including those
calls that were abandoned.
 Number of calls whose waiting time exceeded the long wait analysis threshold excluding those
calls that were abandoned.
 The GOS for the DID number (abandoned calls included).
 The GOS for the DID number (abandoned calls excluded).
 Number of Erlangs of traffic on the DID number.
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.
4.2.4  Traffic Reports for Lines
There are three different report templates available on SmartCentre for traffic reporting on lines:
Line Group Traffic Report- provides a breakdown of traffic information for all line groups
within a line super group (group of groups), such as All lines.
Line Group Traffic Profile Report- provides a profile of traffic information for a line group,
such as Lines from Service Provider A or Lines from Service Provider B, over a number
of time periods.
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							Line Traffic Report- provides a breakdown of the traffic for individual lines within a line
group.
For all these reports, to configure the statistics analysis thresholds that control the calculation of
GOS refer to Configuring line groups or Configuring lines in the help file.
On all these report item 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 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.
4.2.4.1  Line Group Traffic Report
A line group traffic report provides historical call statistics data for each line group within a select-
ed line 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.
 Number of outgoing calls.
 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.
 Average/total call time of the outgoing calls.
 Average/total talk time of the outgoing 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.
 Longest call time of the outgoing calls.
 Longest talk time of the outgoing calls.
 Target answer times.
 Number of calls whose waiting time exceeded the long wait analysis threshold including those
calls that were abandoned.
 Number of calls whose waiting time exceeded the long wait analysis threshold excluding those
calls that were abandoned.
 The GOS for each line group (abandoned calls included).
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							 The GOS for each line group (abandoned calls excluded).
 Number of Erlangs of traffic on each line group.
The report is presented in a line group per column format. Pagination of the report will occur if
either there are too many line groups to fit in the width of a page or there are too many statistics
parameters to fit in the height of a page.
4.2.4.2  Line Group Traffic Profile Report
A line group traffic profile report provides historical call statistics data for a selected line group pre-
sented in a series of uniform time bands. The interval time managing the time bands can be any-
thing from 1 minute up to 999 weeks.
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.
 Number of outgoing calls.
 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.
 Average/total call time of the outgoing 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.
 Longest call time of the outgoing calls.
 Longest talk time of the outgoing calls.
 Target answer time.
 Number of calls whose waiting time exceeded the long wait analysis threshold including those
calls that were abandoned.
 Number of calls whose waiting time exceeded the long wait analysis threshold excluding those
calls that were abandoned.
 The GOS for the line group (abandoned calls included).
 The GOS for the line group (abandoned calls excluded).
 Number of Erlangs of traffic on the line 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.
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							4.2.4.3  Line Traffic Report
A line traffic report provides historical call statistics data for each line within a selected line 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.
 Percentage of time the line was allocated to these calls. Note that this percentage is based on
the shift that you collated the report.
 Number of incoming calls that were answered.
 Average/total waiting time of these answered calls.
 Average/total call time of these answered calls.
 Average/total talk time of these answered calls.
 Number of answered calls that were put on hold.
 Average/total holding time of these held calls.
 Number of incoming calls that abandoned before being answered.
 Average/total waiting time of these abandoned calls.
 Number of outgoing calls.
 Average/total call time of these outgoing calls.
 Average/total talk time of these outgoing calls.
The report is presented in a line 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 lines to fit in the height of a page or there are too many statistics parameters to fit in the
width of a page.
4.3 Utilization Reports
Utilization reports apply to agents and extensions and are available in two formats: standard and
profile. There are four utilization reports in all.
4.3.1  Agent Utilization Report
An agent utilization report provides historical time utilization data for each agent within a select-
ed agent group. Note that the times are shown as a percentage based on the shift that you collat-
ed the report. The parameters available are as follows:
 The time spent handling incoming calls. This time includes the talk time plus any time spent
on hold. This time does not include the amount of time calls were ringing at the agent before
being answered.
 The time spent handling outgoing calls. This time includes the talk time plus any time spent
on hold.
 The time spent handling internal/intercom calls. This time includes the talk time plus any
time spent on hold. This time does not include the amount of time calls were ringing at the
agent before being answered.
 The time spent with incoming calls on hold.
 The time spent with outgoing calls on hold.
 The time spent with internal/intercom calls on hold.
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							 The time spent in wrap-up.
 The time spent unavailable.
 The time spent being busy, i.e. unavailable for some reason to take calls. This is usually due to
setting up an outgoing call or leaving the handset off hook.
 The time spent free.
 The time spent with external calls ringing at the agent (% Ring On, Inc).
 The time spent with internal calls ringing at the agent (% Ring On, Int).
 The time spent logged on.
* The time spent logged off.
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. Note that the totals entry for each column is the average
for all the agents in the group. 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.
Utilization percentages can be calculated with respect to either the total reporting period or the
amount of time each agent had spent logged on.
4.3.2  Agent Utilization Profile Report
An agent utilization profile report provides historical time utilization data for a selected agent pre-
sented in a series of uniform time bands. The interval time managing the time bands can be any-
thing from 1 minute up to 999 weeks.
Note that the times are shown as a percentage based on the shift that you collated the report. The
parameters available are as follows:
 The time spent handling incoming calls. This time includes the talk time plus any time spent
on hold. This time does not include the amount of time calls were ringing at the agent before
being answered.
 The time spent handling outgoing calls. This time includes the talk time plus any time spent
on hold.
 The time spent handling internal/intercom calls. This time includes the talk time plus any
time spent on hold. This time does not include the amount of time calls were ringing at the
agent before being answered.
 The time spent with incoming calls on hold.
 The time spent with outgoing calls on hold.
 The time spent with internal/intercom calls on hold.
 The time spent in wrap-up.
 The time spent unavailable.
 The time spent being busy, i.e. unavailable for some reason to take calls. This is usually due to
setting up an outgoing call or leaving the handset off hook.
 The time spent free.
 The time spent with external calls ringing at the agent (% Ring On, Inc).
 The time spent with internal calls ringing at the agent (% Ring On, Int).
 The time spent logged on.
 The time spent logged off.
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							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 height of a page or there are too many statistics
parameters to fit in the width of a page.
Utilization percentages can be calculated with respect to either each profile interval or the amount
of time each agent had spent logged on in each profile interval.
4.3.3  Extension Utilization Report
An extension utilization report provides historical time utilization data for each extension within
a selected extension group. Note that the times are shown as a percentage based on the shift that
you collated the report. The parameters available are as follows:
 The time spent handling incoming calls. This time includes the talk time plus any time spent
on hold. This time does not include the amount of time calls were ringing at the extension
before being answered.
 The time spent handling outgoing calls. This time includes the talk time plus any time spent
on hold.
 The time spent handling internal/intercom calls. This time includes the talk time plus any
time spent on hold. This time does not include the amount of time calls were ringing at the
extension before being answered.
 The time spent with incoming calls on hold.
 The time spent with outgoing calls on hold.
 The time spent with internal/intercom calls on hold
 The time spent in wrap-up.
 The time spent unavailable.
 The time spent being busy, i.e. unavailable for some reason to take calls. This is usually due to
setting up an outgoing call or leaving the handset off hook.
 The time spent free.
 The time spent with external calls ringing at the extension (% Ring On, Inc.).
 The time spent with internal calls ringing at the extension (% Ring On, Inc)
 The time spent logged on.
 The time spent logged off.
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. Note that the totals entry for each column is the
average of all the extensions in the group. 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.
4.3.4 Extension Utilization Profile Report
An extension utilization profile report provides historical time utilization data for a selected exten-
sion presented in a series of uniform time bands. The interval time managing the time bands can
be anything from 1 minute up to 999 weeks.
Note that the times are shown as a percentage based on the shift that you collated the report with.
The parameters available are as follows:
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							 The time spent handling incoming calls. This time includes the talk time plus any time spent
on hold. This time does not include the amount of time calls were ringing at the extension
before being answered.
 The time spent handling outgoing calls. This time includes the talk time plus any time spent
on hold.
 The time spent handling internal/intercom calls. This time includes the talk time plus any
time spent on hold. This time does not include the amount of time calls were ringing at the
extension before being answered.
 The time spent with incoming calls on hold.
 The time spent with outgoing calls on hold.
 The time spent with internal/intercom calls on hold.
 The time spent in wrap-up.
 The time spent unavailable.
 The time spent being busy, i.e. unavailable for some reason to take calls. This is usually due to
setting up an outgoing call or leaving the handset off hook.
 The time spent free.
 The time spent with external calls ringing at the extension (% Ring On, Inc).
 The time spent with internal calls ringing at the extension (% Ring On, Int).
 The time spent logged on.
 The time spent logged off.
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 height of a page or there are too many statistics
parameters to fit in the width of a page.
4.4 Contention Reports
Contention reports are available as standard or profiled over flexible time periods.
4.4.1  Contention Report (Standard)
A contention report provides the percentage of time a variable number of members in a group were
simultaneously free/busy. The statistics are presented either as non-cumulative or cumulative. 
Non-cumulative- Each line of the report gives the percentage of time that exactly that num-
ber of members were free.
Cumulative- The first line of the report gives the percentage of time zero members were free.
The second line gives the percentage that up to one member was free. The third line gives the
percentage that up to two members were free and so on until the number of members in the
group or Max Items has been reached.
A series of either line groups, extension groups, or agent groups can be analyzed within a single
report.
The report is presented in a group member per row format. Pagination of the report will occur if
either there are too many group members to fit in the height of a page or there are too many
groups to fit in the width of a page.
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							4.4.2 Contention Profile Report
A contention profile report provides historical time data for the percentage of time a variable num-
ber of members in a group were simultaneously free/busy. The statistics are presented either as
non-cumulative or cumulative.
Non-cumulative- Each line of the report gives the percentage of time that exactly that num-
ber of members were free.
Cumulative- The first line of the report gives the percentage of time zero members were free.
The second line gives the percentage that up to one member was free. The third line gives the
percentage that up to two members were free and so on until the number of members in the
group or Max Items has been reached.
A single report can analyze either a line group, an extension group, or an 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 height of a page or there are too many statistics
parameters to fit in the width of a page.
4.5 Wait Time Distribution Report
A wait time distribution report provides the number of calls and percentage of calls whose wait
time fell within a series of user configurable time bands. The report can analyze the waiting time
distribution of either answered or abandoned calls or both together if required. A series of either
line groups, DID numbers or DID groups can be analyzed within a single report.
The report is presented in a wait 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
groups/DID numbers to fit in the width of a page.
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