Vodavi Discovery Acd User Guide
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:KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Times agent logged-on during analysis period X X Internal/intercom calls/hour; agent logged-on X X Times/percentage agent unavailable at period of analysisXX Answered calls/hour while agent is logged-on X Calls that rang but were answered elsewhere X X X Outgoing calls per hour while agent logged-on X X Average/Total Answered call time (includes wrap-up time) X X X X Talk time on answered calls X X X X Wrap-up time on answered calls X X X X Call time on internal/intercom calls X X X XTable 5: Agent Traffic Reports ParameterAgent Group Traffic ReportAgent Group Traffic Profile ReportAgent Traffic ReportAgent Traffic Profile Report
:KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Talk time of outgoing calls X X X X Call time of outgoing calls X X X X Call ring time X X X X Call hold time X X X Handling timeXX Number of callsXX Outgoing calls/hour; agent logged-on X Longest Call hold timeXX Call ring time X X Answered call time (includes wrap-up time) X XTable 5: Agent Traffic Reports ParameterAgent Group Traffic ReportAgent Group Traffic Profile ReportAgent Traffic ReportAgent Traffic Profile Report
:KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Call talk time X X Call wrap-up time X X Internal/intercom call time X X Outgoing call time X Outgoing call talk time X X GOS for agent group XXXX Calls per hour for time that agent is logged on X Percentage of Time agent logged-on during period of analysisXX Time agent busy (percentage normalized to shift) X X Call rates/hour logged-on; answered, intercom and outgoing callsXX Table 5: Agent Traffic Reports ParameterAgent Group Traffic ReportAgent Group Traffic Profile ReportAgent Traffic ReportAgent Traffic Profile Report
:KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Traffic Reports for Extensions There are four different report templates available in Discovery ACD for traffic reporting on extensions. They give similar information to the traffic reports for agents. Depending on how the call center is operated different reports can be run using different parameters (refer to Table 6). 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 within an extension group. Extension Traffic Profile Report - Provides a profile of traffic information for an individual extension over several time periods.
:KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Table 6: Extension Traffic Reports ParameterExtension Group Traffic ReportExtension Group Traffic Profile ReportExtension Traffic ReportExtension Traffic Profile Report Number of Answered incoming calls X X X X Internal/intercom calls made/received by agents X X X X Outgoing calls X X X X Transferred calls from another extension/agent X X X X Transferred calls to another extension/agent X X X X Inquiry hold calls X X X X Incoming calls on inquiry holdX Incoming and outgoing calls with a call time shorter than the short call analysis thresholdXXXX
:KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Incoming and outgoing calls with a call time longer than the long call analysis thresholdXXXX Times agent logged-on during period of analysis X X Internal/intercom calls/hour; agent logged-on X Times/percentage agent unavailable at period of analysisXX Calls that rang but were answered elsewhere X X X X Outgoing calls per hour while agent logged-on X Av e r a g e / To t a l Answered call time (includes wrap-up time) X X X X Wrap-up time on answered calls X X X Call time on internal/intercom calls X X X XTable 6: Extension Traffic Reports ParameterExtension Group Traffic ReportExtension Group Traffic Profile ReportExtension Traffic ReportExtension Traffic Profile Report
:KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Talk time of outgoing calls X X Call time of outgoing calls X X X Call ring time X X X X Call hold time on inquiry hold X X X X Handling timeXX Number of calls X X X X Longest Call hold time X X Call ring time X X Answered call time (includes wrap-up time) X X Call wrap-up time X XTable 6: Extension Traffic Reports ParameterExtension Group Traffic ReportExtension Group Traffic Profile ReportExtension Traffic ReportExtension Traffic Profile Report
:KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Internal/intercom call time X X Outgoing call time X X Agent GOS X X X X Percentage of Time agent logged-on during period of analysis X X Time agent busy (percentage normalized to the shift)XX Table 6: Extension Traffic Reports ParameterExtension Group Traffic ReportExtension Group Traffic Profile ReportExtension Traffic ReportExtension Traffic Profile Report
:KDW 7\SH RI 5HSRUW7UDIILF 5HSRUWV LVFRYHU\ $& 8VHU *XLGH ,VVXH -XQH Traffic Reports for Lines There are three different report templates available within the Discovery ACD for traffic reporting on Lines. Parameters available for each report are listed in Table 7. †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 Sales from Service Provider-A, or Lines from Service Provider-B, throughout a number of time periods. †Line Traffic Report – provides a breakdown of the traffic for individual Lines within a Line group.
:KDW 7\SH RI 5HSRUW 7UDIILF 5HSRUWV ,VVXH -XQH LVFRYHU\ $& 8VHU *XLGH Table 7: Line Traffic Reports ParameterLine Group Traffic ReportLine Group Traffic Profile ReportLine Traffic Report Number of Answered incoming calls X X X Outgoing calls X X X Transferred calls to another extension/agent X X Inquiry hold calls X X X Calls abandoned before answer X X X Call time more than long wait analysis threshold X X Call wait time more than long call analysis threshold, not including abandoned callsXX Calls transferred (maximum) X X Average/Total Answered call time (includes wrap-up time) X X X