inDepth + Reports Traffic Reports Event Reports Utilization Reports Contention Reports Distribution Reports for Wait Time, Call Time and Wrap Time Forecasting Reports Account Code Report Standard and Profile
Report Types Traffic Reports - These are summary reports and typically contain a single row or column of data for each device. The total values represent the data over the entire period of the report. - These reports are used to look at total volumes of calls handled by call time along with average or total times for each call type or activity - An example here would be an Agent Traffic report which will show activity by individual agent across the reporting period
Report Types Group Traffic Reports - Similar to Traffic Reports in that they are summaries but these are by Group rather than by individual. - An example here would be an Agent Group Traffic Report which would show the totals for the Group or Groups as a collection of agents which are members of those groups
Event Reports These are very detailed reports listing all calls across the Lines (Line Group Event Report) or calls and other activities by Agent or Extension (Agent/Extension Event Report) They are used over short periods of time to track specific calls or activities as they can become very large reports very quickly Configuring these to exclude unwanted call or activity types or applying filters for things like dialed digits allows you to “drill down” even further to the data required
Utilization Reports These reports will show the amount of time spent in the various states that an agent can be in. They are used to track manpower usage to ensure agents are spending the appropriate amount of time on appropriate tasks
Contention Reports Contention is a report used to measure blockage. It will show the percentage of time over the reporting period that x devices were busy and so unavailable You could see that for 25% of the time there were no free lines or VA ports so you might consider buying some more
Forecasting Reports Forecasting Reports allow the user to take existing historical data and, performing modifications to that data estimate what the effect would be. So if the call volume changes how may people would I need might be a sensible report to run. Many parameters can be modified and many results calculated Multiple modifications and the effect can be calculated in a single report for comparison purposes
Distribution Reports There are three types of Distribution Reports: - Wait Time Distribution Report - Call Time Distribution Report - Wrap Time Distribution Report
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 answered calls and/or abandoned calls within a single report item A report item for each type can be added to a report template to enable analysis of both to be carried out separately
Call Time Distribution Report A call time distribution report provides the number of calls and percentage of calls whose call time (defined as actual talk time and held time) fell within a series of user configurable time bands. The report can analyze the call time distribution of incoming calls and/or outgoing calls.
Wrap Time Distribution Report A wrap up time distribution report provides the number of calls and percentage of calls whose wrap up time fell within a series of user configurable time bands. If auto wrap is used the wrap times will be the same so this report would not be used
Profile Reports Many reports are available in Profile versions A profile report provides historical call statistics data for a selected device type presented in a series of uniform time bands. The interval time governing the time bands can be any number of minutes, hours, days or weeks. The appropriate interval should be selected for the report period it will be used for. Hourly across the day would make sense whereas hourly across the week would not.
The Reporter Reports can be viewed on screen Reports can be printed - On demand or Automatically Reports in inDepth+ can be Saved Reports in inDepth + can be Exported
Why don’t they match? Lines and DID’s - Line based reports will cover all calls - DID reports will only cover incoming calls that match the DID Lines and agents/extensions - Calls showing on line side could go to any agent or even extension
Why don’t they match? Agents and extensions - Agent based reports only include activity whilst logged on - Extension based reports cover all calls even when not logged on Device must be configured
The Configurator Devices configured Groups configured Shifts set up Thresholds entered Passwords inView user details