Vodavi Discovery Acd User Guide

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Extension Utilization Profile Report
To configure an Extension Utilization Profile Report (refer to Figure 
19), perform the following steps:
Figure 19: Extension Utilization Profile Report 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 Extension Utilization Profile Report
 under the report 
items, then click-on Edit Item
. You can also change, delete, or 
rename an existing template.
4. The Configure Extension Utilization Profile Report Template 
dialog box displays.  From the Extension Name pull-down box, 
select the extension that you wish to report on. 
5. Select the titles you would like to show in the report by 
clicking-on the relevant boxes.
6. Determine the Profile Interval.  Profile reports are suitable for 
daily use (on hourly resolution). Define the maximum amount 
of intervals.
7. Select all other options you would like to show in the report by 
clicking-on the relevant boxes. 
						

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8. When completed click-on OK, then either add more reports to 
the template or run the report.
Account Code Report
An Account Code Report provides historical call statistics data for 
each account code within a selected account code group. This type of 
report can be used to measure success rates on sales promotions and 
advertising strategies.
To configure an Account Code Report (refer to Figure 20), perform 
the following steps:
Figure 20: Account Code Report Dialog Box
1. Click-on the Report Template button from the toolbar.
2. Select Standard Reports from the drop-down template 
selection box and click-on Change.
3. Select Highlight Account Code Report under the report items, 
then click-on Edit Item.  You can also change, delete, or 
rename an existing template.
4. The Configure Account Code Report Template dialog box 
displays.  From the Account Code Group pull-down box, select 
the group that you wish to report on. Define the way you want 
the report to identify the account code.
5. Select all other options you would like to show in the report by 
clicking-on the relevant boxes. 
						

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6. When completed click-on OK, then either add more reports to 
the template or run the report.
Contention Reports
Contention Reports are utilized to show how much time specific 
resources (line or agent/individual or group) are unused during pre-
specified periods of time. Discovery ACD presents this information 
in two ways: Standard and Profile. 
Standard Contention Report
A Standard Contention Report provides the percentage of time a 
variable number of members in a group were simultaneously free or 
busy. This report can be requested to compare performance among 
several groups or within a single group.  To configure this report 
(refer to Figure 21), perform the following steps:
Figure 21: Configure Contention Report Template Dialog Box
1. Click-on the Report Template button from the toolbar.
2. Select Contention Reports from the drop-down template 
selection box and click-on Change.
3. Select Contention Report under the report items, then click-on 
Edit Item.  You can also change, delete, or rename an existing 
template.
4. The Configure Contention Report Template dialog box 
displays.  Make your selection from the Device Type pull-down 
box. Define the Device Name.
5. Specify maximum amount of items and column width, and 
indicate if you would like to see cumulative statistics. 
						

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6. When completed click-on OK, then either add more reports to 
the template or run the report.
Contention Profile Report
A Contention Profile Report provides historical time data for the 
percentage of time a variable number of members in a group were 
simultaneously free/busy.  The interval time governing the time 
parameters can be configured from 1 minute up to 999 weeks.   
Profile Reports are suitable for daily use (on hourly resolution).  A 
single report can analyze a line group, an extension group or an agent 
group.  To configure a Contention Profile Report (refer to Figure 22), 
and perform the following steps:
Figure 22: Configure Contention Profile Report Template Dialog Box
1.Click-on the Report Template button from the toolbar.
2. Select Contention Reports from the drop-down template 
selection box and click-on Change.
3. Highlight Contention Profile Report under the report items, 
then click-on Edit Item. You can also change, delete, or 
rename an existing template.
4. The Configure Contention Profile Report Template dialog box 
displays.  From the Device Type and Device Name pull-down 
boxes, make your selections. 
						

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5. Select the titles you would like to show in the report by clicking 
on the relevant boxes, and determine the Profile Interval.
6. Define the maximum amount of intervals.
7. Select all other options you would like to show in the report by 
clicking-on the relevant boxes.
8. Indicate if you would like cumulative statistics included in the 
report.
9. When completed click-on OK, then either add more reports to 
the template or run the report.
Creating a New Report Template
In order to create a new report template, perform the following steps:
1. Access the Discovery ACD Reporter by clicking-on the 
Reporter icon on the toolbar, or by selecting File>Discovery 
ACD Reporter from the menu bar.  The first time Discovery 
ACD Reporter is selected, it will take a few seconds to open, 
thereafter the toggle between the two modules is immediate by 
clicking-on the Reporter and MIS icons (refer to Figure 23).
Figure 23: Discovery ACD MIS and Reporter Toolbars
2. To create a new report template, select the Report Template 
icon on the toolbar (refer to Figure 23), or select Set-
up>Report Templates from the menu bar.
3. Enter a new template name in the Report Template dialog box 
by typing over the existing name. Note that the Change button 
becomes an Add button when a new name is entered. Click-on 
the Add button to register the new template name.
4. The template name may not be the text you want on the printed 
report.  Enter the report title you want at the top of the printed 
report in the Print Name box. 
						

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5. Each of the report items default to those of the last selected 
report template. You may choose to delete these items and add 
some of your own. To delete an item, select it by clicking-on it 
with the left mouse button, then click on the Delete Items 
button. To add an item, click-on the Add Item button and select 
an item from the drop-down list that is displayed.
6. Note that when a new item is added to the Report Items list, it 
appears on the line above the one that is highlighted. Use the 
Cut, Copy, and Paste Item buttons to change the order of the 
report items so they will be printed in the order you desire.
7. Once an item has been selected to appear in the report, you may 
edit it to ensure it is going to show relevant information. To edit 
a selected item, click-on the Edit Item button, then use the 
drop-down lists and check boxes to define the parameters of the 
report item.
8. Once you are happy with your report items, click-on OK and 
close the Report Templates window. You are now ready to 
compile your report.
Compiling a New Report
Discovery ACD compiles new reports based on user-defined 
parameters. You select all the parameters, including the desired 
period. With Discovery ACD,
* your reports can include information 
from the very first day it was installed if needed. Before creating a 
new report, prepare a suitable report template as described above, 
then perform the following steps:
1. To compile the report, click-on the New Report icon (refer to 
Figure 24) on the toolbar or select File, New from the drop-
down menu.
If you have to create a number of Report Items that need 
to be identical except for the device name, it is best to 
create the first one and edit it. Next, use the Copy Items 
and Paste Items buttons to create multiple copies of the 
report item, then edit each one in turn to change the 
device name.
* Discovery ACD will compile reports in 31-day 
increments leading back to the first day of installation. 
Discovery ACD
Plus will compile any time parameter. 
						

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2. Define the period, range, over which you want to run the report. 
Enter the shift that the report is monitoring, then select the 
applicable report template.
3. When all details have been entered, click-on OK, then wait a 
few moments for your report to be compiled.
On your newly compiled report, notice that the header contains 
information such as the shift name, the start and stop time and date, 
the creation date, the site name, and the template name. Also 
displayed is the number of pages in the report (useful to know before 
you print it).
The toolbar provides the means by which you scroll through the 
pages of the report, and zoom-in for the details of the report using the 
magnification buttons.
Figure 24: Reporter Toolbar
On your report, notice that parameters which exceed your alarm 
threshold appear in red. If you are not using a color printer, these 
are printed in bold type for clarity.
Printing Reports
Discovery ACD provides the ability to print generated reports as 
needed. Reports can be printed either page-by-page, or all pages at 
once. To print a report, perform the following step:
1. While viewing the report you want to print, click-on the Print 
icon on the Reporter toolbar, or select File>Print from the 
drop-down menu.
Filtering Data Using Shifts
With Discovery ACD, you can select one or all of the parameters for 
your reports, including the time periods. Reports can reflect 
predefined shifts that represent working hours of different groups or 
specific time periods which there are recurring problems, such as 
Monday mornings and Friday afternoons.
Once a shift has been created, you can compile a report (on a 
previously-created report template that defines the information  
						

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required for the specified period) using data collected only during that 
shift. This is particularly useful for a manager who may need to find 
out what happened during a particular shift when a manager may not 
have been present.
Adding Filters to Report Items
To add a filter to a report item within a report template click the Filter 
button within the configuration dialog box for the report item. A 
Report Filter dialog box will now appear in which you should do the 
following:
1. Select an insertion point in the Filter Elements list box and 
click-on the Add Element button. In the dialog box that 
appears, choose the type of filter element required and click-on 
the OK button.
2. Next, double-click the newly-added filter element in the list 
box and in the dialog box that appears; configure the filter as 
required. Press F1 if you need help specific to the report 
element.
3. Repeat stages 1 and 2 if a combinational filter is needed. For 
example all calls associated with a specific DID number in 
addition to having a specific account code attached to them.
4. By default, the logical combination of the filter elements is the 
AND operator. This can be changed to an OR operator by 
selecting a filter element and checking the OR with previous 
box to insert an OR operator before the filter element.
5. Checking the NOT box can reverse the meaning of any selected 
filter element. For example all calls connected to a specific 
agent, becomes all calls not connected to a specific agent.
6. Click-on the OK button when finished assembling the report 
filter.
When assembling combinational filters, note the order of precedence 
of the logical operators is NOT followed by AND, followed by OR.
For example the logical expression:
A AND B OR NOT C OR D AND NOT E
actually means
(A AND B) OR (NOT C) OR (D AND (NOT E)). 
						

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Exporting and Importing Data
Discovery ACDPlus allows you to conveniently export reports in text 
format for use in popular spreadsheet software programs such as 
Microsoft Excel
®.  To export data, perform the following steps:
1. First, create a folder on your computer to hold the exported file.  
Then, click-on the Export icon and save the file in that folder 
(you will be prompted to rename the file).
2. To import the file into a spreadsheet (into MS Excel, for 
example), select File, Open, then select Files of Type, to be 
Text Files.  Locate the file to be imported, highlight it, then 
click-on OK.
3. Ensure that the data type is delimited, select comma as the 
delimiter, click-on Finish.  The data should now appear in the 
spreadsheet.
Saving Generated Reports
Discovery ACD provides the ability to save and later recall any report 
generated. To save a report, perform the following steps:
1. Select File>Save from the drop-down menu.
2. Define the drive and folder where the report should be saved.
3. Name the report and click-on OK.
Recalling a Saved Report
To recall a previously saved report, perform the following steps:
1. Select File>Open from the drop-down menu.
2. Define the correct drive and folder where the report was saved, 
then select the report and click-on OK. 
						

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