1. *** CONFIDENTIAL *** © Toshiba Corporation 2008 Confidential Creating Report Templates

2. In this session you will learn how.. Create a new report template Modify report items within a template Understand filters Understand report naming convention

3. Creating Report Templates Select the Report Template Icon from the toolbar or Setup followed by Report Templates

4. Creating Report Templates Select an existing Report Template from the drop down list box

5. Creating Report Templates Now you can Change, Delete or Rename an exiting report template.

6. To create a new report template select a template to form the basis of the new one from the list of available templates by clicking the down arrow Creating Report Templates

7. Creating Reports Type in a new name for the report template and click Add. NOTE: The Change button from the previous slide now becomes an ADD button

8. Creating Report Templates Type in a new Print Name for the new report template. This will appear on every page of the report when created

9. Creating Report Templates Selecting Add Item will enable you to add a new report item to the template

10. Creating Report Templates A list box of available report items can be selected. Chose the one required and click the OK button.

11. Creating Report Templates To delete a report item select the report item from the list and click Delete Items

12. Creating Report Templates If you want to re order the report items you can select an item and then Cut & Paste the item elsewhere. The Paste icon will be grayed out until an item has been Cut

13. Creating Report Templates The Copy feature enables easy duplication of a Report Item without configuring it from scratch. This is ideal for example when you have two Agent Groups to manage and you need to see a report for each group

14. Creating Report Templates To fine tune the contents of the report item within the report template, select the Report Item and then click Edit

15. Creating Report Templates These check boxes allow the user to decide if the extension name and number associated with the agent should be included

16. Creating Report Templates These check boxes allow the user to decide if the date and time should be included

17. Creating Report Templates Checking these boxes will result in the time associated with this state being displayed in the report

18. Creating Report Templates Checking these boxes will result in these call types being included in the report

19. Creating Report Templates Check these boxes if you want to include the connected information for this particular agent.

20. Creating Report Templates Checking any of these boxes will result in the inclusion of these call types in the report

21. Creating Report Templates If you want to see relevant Queue information check any of these boxes

22. Creating Report Templates These boxes control the width of the column for dialed digits and account codes. A setting of zero removes the column from the report

23. Creating Report Templates If you want to see relevant Transfer information check any of these boxes

24. Creating Report Templates The Filter button allows the user to further refine the report by including or excluding data that matches the filter

25. Creating Report Templates Here a Dialed Digits filter can be added to include calls made to/from a certain Country, Area Code or telephone number

26. Creating Report Templates Having added the Filter Element, click on the Edit button to finish the process

27. Creating Report Templates Typing 212* in this case will filter in all calls to/from area code 212 which is NYC. The star is a wildcard used to indicate the rest of the data can be any number

28. Creating Report Templates Filters can be combined using the Or with previous option and can be reversed using the NOT option

29. Creating Report Templates Should you wish to modify the name of a report item in the report click on the Rename Item button

30. Creating Report Templates Type in the new name to be used. The # symbol should be left as it is used as a placeholder for the device name. In this case this would be the Agent name-Andrew Parker

31. Report Types Traffic Reports Event Reports Utilization Reports Contention Reports Account Code Reports Forecasting Reports Distribution Reports Profile Reports

32. 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

33. Traffic Report

34. 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

35. Group Traffic Report

36. 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

37. Event Report

38. 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

39. Utilization Report

40. 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

41. Contention Report

42. Account Code Reports This report will allow agents to classify calls by adding reason codes to the call. If you wanted to know how many inbound calls turned into appointments or how many faults were cleared in a Help Desk then the user would enter a code and Insight would then report on the call volume and duration per account code

43. Account Code Report

44. 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

45. Forecasting Report

46. Distribution Reports There are three types of Distribution Reports: Wait Time Distribution Report Call Time Distribution Report Wrap Time Distribution Report

47. Wait Time Distribution Report Wait Time Distribution Reports 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

48. Wait Time Distribution Report

49. Call Time Distribution Report Call Time Distribution Reports 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.

50. Call Time Distribution Report

51. Wrap Time Distribution Report Wrap Time Distribution Reports 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

52. Wrap Time Distribution Report

53. 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.

54. Profile Reports

55. Report Templates Report templates are a collection of Report Items They should be designed and configured with the users needs and the period over which they will be run in mind Any number of report templates can be created and saved The maximum period of a single report is 366 days Event Reports are limited to 5000 events