Vodavi Discovery Acd User Guide

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Distribution Reports
Distribution reports provide the number of calls and percentage of 
calls where the wait, call, or wrap time fell within a series of user-
configurable time bands. The report can analyze the distribution of 
either answered or abandoned calls, or both 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 time...

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Working with Report Templates
Discovery ACD provides 30 different report templates to start you in 
the right direction and presents the information typical formats.
Customizing Report Templates
Each report template consists of a number of pre-determined report 
items. Any number of reports can be tailored to your requirements, 
and run at any time, or for any period, without the need to reconfigure...

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Following is an example of setting up a new report template for agent 
data. Perform the following steps:
1. Select the Report Template button from the toolbar.
2. Highlight the template text and type a new name, then click-on 
Add.  You can also Change, Delete or Rename an existing 
template.
3. The Configure Report Template dialog box will appear.  In the 
print name box type the title.  This will appear on the...

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1. From the Configure Report Templates dialog box select a 
template to change or add a new template.
2. Add an Agent Event Report to the report items and click-on 
Edit Item.
3. The Configure Agent Event Report dialog box will be 
displayed.
4. Select an agent name that you wish to report-on from the pull-
down menu.
5. Select what else is needed shown in the report by clicking-on 
the relevant...

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Figure 13: Configure Agent Group Traffic Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
2. From the Configure Report Templates dialog box, either select 
a template you wish to change or add a new template.
3. Change the print name and click-on Add Item.
  Select Agent 
Group Traffic Report and click-on OK
.
4....

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Agent Traffic Report
Figure 14, and the following steps detail how to configure an Agent 
Traffic Report.
Figure 14: Configure Agent Traffic Report Dialog Box.
For further information on any part of this dialog box,
refer to Help by pressing the F1 key on your keyboard.
1. Follow the instructions for creating a Group Traffic Report
, 
up to Step 4, where Agent Group should be selected instead of...

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Traffic Profile Reports
A 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 one 
minute to 999 weeks.
Group Traffic Profile Report
Figure 15, and the following steps detail how to configure Group 
Traffic Profile Report.
Figure 15: Configure...

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3. Set the required titles, that you want shown on the report.
4. Set the profile intervals i.e., weeks, days, etc. and how many 
each interval should be (for example, 2 days or 3 hours)
5. Choose a maximum value for the number of intervals (i.e., 4 
weeks, 31 days, 24 hours, 60 minutes. This determines how 
long the report will be.
6. Click-on OK when done.
7. Now either add more reports to the...

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Distribution Reports
The Wait Time Distribution report displays information regarding 
how many calls were answered within time intervals set by the user. 
The report can be configured in the Configure Wait Time Distribution 
Report dialog box (refer to Figure 17), using the following steps.
Figure 17: Configure Wait Time Distribution Report.
For further information on any part of this dialog box,
refer to Help...

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To configure a Standard Agent Utilization Report (refer to Figure 18), 
perform the following steps:
Figure 18: Agent Utilization Report Template Dialog Box
1. Click-on the Report Template
 button from the toolbar.
2. Select Utilization Reports
 from the drop-down template 
selection box and click-on Change
.
3. Select Agent Utilization Report
 under the report items., then 
click-on Edit Item
.  You can also...