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AltiReport™
Manual

12/2004 4510-0001-5.0A

WARNING!
Toll fraud is committed when individuals unlawfully gain access to
customer telecommunication systems. This is a criminal offense.
Currently, we do not know of any telecommunications system that is
immune to this type of criminal activity. AltiGen Communications, Inc.
will not accept liability for any damages, including long distance charges,
which result from unauthorized and/or unlawful use. Although AltiGen
Communications, Inc. has designed security features into its products, it is
your sole responsibility to use the security features and to establish security
practices within your company, including training, security awareness, and
call auditing.
NOTICE
While every effort has been made to ensure accuracy, AltiGen
Communications, Inc. will not be liable for technical or editorial errors or
omissions contained within the documentation. The information contained
in this documentation is subject to change without notice.
This documentation may be used only in accordance with the terms of the
AltiGen Communications, Inc. License Agreement.
AltiGen Communications, Inc.
4555 Cushing Pkwy.
Fremont, CA 94538
Telephone: 510-252-9712
Fax:
510-252-9738
E-mail:
info@altigen.com
Web site:
www.altigen.com
TRADEMARKS
AltiGen, AltiServ, AltiWare, AltiContact Manager, AltiReach, AltiLink,
AltiConsole, AltiAdmin, ACM Admin, AltiVRPlayer, Zoomerang, AltiMobile Extension, IPTalk, AltiReport, and SuperQ are trademarks or
registered trademarks of AltiGen Communications, Inc.
All other brand names mentioned are trademarks or registered trademarks
of their respective manufacturers.
Copyright © AltiGen Communications, Inc. 2004. All rights reserved.
12/2004 4510-0001-5.0A

Contents
Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Accessing AltiReports Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Administrator Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Administrator Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
CDR Database Registration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
User Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Mail Server Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Backup and Restore . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Log Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
User Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Sub-Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Navigation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Favorite Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Printing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Saving Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Agent Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
1101 - Agent Activity Event. . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
1102 - Agent Call Detail Report. . . . . . . . . . . . . . . . . . . . . . . . . 29
1201 - Agent Performance Summary . . . . . . . . . . . . . . . . . . . . . 30
1202 - WG Calls and Direct Call Activity Summary Report . . . 31
1203 - Agent State Summary Report . . . . . . . . . . . . . . . . . . . . . 32
1204 - Agent WG Inbound Calls Summary Report . . . . . . . . . . 33
1205 - Agent WG Outbound Calls Summary Report. . . . . . . . . 34
1206 - Agent Direct Calls Summary Report. . . . . . . . . . . . . . . . 35
1301 - Agent Call Volume Analysis. . . . . . . . . . . . . . . . . . . . . . 36
1302 - Agent Average WG Call Handling Time Analysis . . . . . 36
1303 - Agent % Contribution to each WG (Inbound/Outbound) 37
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1304 - Agent WG Call Handling Time Distribution . . . . . . . . . 37
Workgroup Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
2101 - Workgroup Call Detail Report . . . . . . . . . . . . . . . . . . . . 38
2201 - Workgroup Agent(s) State . . . . . . . . . . . . . . . . . . . . . . . 39
2202 - Workgroup Agent(s) Performance Summary . . . . . . . . . 39
2203 - Workgroup Agent Call Activity Summary with % Analysis
40
2204 - Workgroup Agent Call/Time Contribution % Comparison
41
2205 - Workgroup Inbound/Outbound Call Summary with %
Analysis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
2206 - Workgroup Inbound Calls Wait Time Summary . . . . . . 44
2207 - Workgroup Inbound Call Handling Summary . . . . . . . . 45
2208 - Workgroup Outbound Call Handling Summary . . . . . . . 46
2301 - Workgroup Inbound Answered Call Wait Time. . . . . . . 46
2302 - Workgroup Inbound Abandoned Call Wait Time . . . . . 47
2303 - Workgroup Inbound Overflowed/Redirected Calls Wait
Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
2304 - Workgroup Inbound Calls Answering Time. . . . . . . . . . 48
2305 - Workgroup Outbound Call Handling Time . . . . . . . . . . 48
2306 - Workgroup Inbound Call Priority . . . . . . . . . . . . . . . . . . 49
2307 - Workgroup Cumulative Inbound/Outbound Call . . . . . . 50
2308 - Workgroup Cumulative Inbound Call Wait Time . . . . . 50
2309 - Workgroup Cumulative Inbound Call Handling. . . . . . . 51
2310 - Cumulative Outbound Call Handling . . . . . . . . . . . . . . . 52
2311 - Total & % Inbound Calls ANS/ABN/OFL . . . . . . . . . . . 53
2312 - Total & % WG Inbound Calls in Queue . . . . . . . . . . . . . 53
2313 - Average Call Handling Time . . . . . . . . . . . . . . . . . . . . . 54
2314 - Total Outbound Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
2315 - Total Outbound Calls Handling Time. . . . . . . . . . . . . . . 55
2316 - Daily Max Number of Calls in Queue . . . . . . . . . . . . . . 55
2317 - Daily Longest Queue Time . . . . . . . . . . . . . . . . . . . . . . . 55
2318 - Daily Real Time Service Level. . . . . . . . . . . . . . . . . . . . 56
DNIS Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
3101 - DNIS Call Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . 56
3201 - DNIS Call Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

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AltiReport

AltiReport
Introduction
Call detail records (CDR) are an important source of information for call
centers running PBX systems. Previously, AltiGen relied on third party
applications for advanced CDR reporting. In OE 5.0, the CDR database is
re-designed with more information that can be accessed with AltiGen’s
own reporting application, AltiReport.
AltiReport is a web-based reporting application that can generate up to 40
detailed CDR reports, including personalized reports according to agent,
workgroup, and DNIS. A report summary and analysis is also available for
each report.

Requirements
AltiReport can be set up on a Microsoft Windows Operating System. There
is no particular requirements for Client machine. Any computer with
proper web browser can be used as client machine; please verify the client
system has a suitable web browser (Microsoft Internet Explorer 6.0 or
above) prior to installation of AltiReport.

Requirements
•

System must have OE/ACC or ACM 5.0A installed

•

Installation must have External Logger 5.0A with Update1 (or above)
and external CDR DB (Microsoft SQL Server 2000) setup.

•

Separate server for AltiReport—do not install on to OE or ACM
system. Minimum system requirement:
— Pentium 2G with 512 MB RAM (1G of memory recommended)
— 40G HD
— Windows 2000/2003/XP

•

AltiReport License— needs to be added to OE/ACC or ACM 5.0A
system and registered.

•

Java 2, Standard Edition (J2SE) SDK 1.4.2

•

Tomcat 4.1.31
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Installation

(The installation instructions are for Microsoft Windows OS only)
Important: If upgrading your system from 5.0 to 5.0A, whenever External
Logger Service is installed, External Logger Service needs to
be upgraded to the latest version (5.0A or above).

Installation
AltiReport requires the installation of Java 2, Standard Edition (J2SE) SDK
1.4.2, and Tomcat, before AltiReport can be installed. To begin installation
of these applications, put the AltiReport CD into the CD-ROM, which will
start the installation automatically. Or run the AltiReport Installation
program (setup\AltiReportInstallation.exe) from the AltiReport CD.
1.

Click the Install J2SE 1.4.2_06 button to install Java 2, Standard
Edition (J2SE) SDK 1.4.2.

Figure 1.

AltiReport Installation Wizard - J2SE Installation

After successful installation of J2SE , the Tomcat installation is enabled.

2

AltiReport Manual

AltiReport

2.

Click the Install Tomcat 4.1.31 button to install Tomcat 4.1.31.

Figure 2.

3.

Before installing begins, the Tomcat License Agreement dialog box
appears. Click I Agree to continue.

Figure 3.

4.

AltiReport Installation Wizard

Tomcat License Agreement

In the Tomcat Setup Installation Options dialog box, enable the
checkboxes for:
— Tomcat
— NT Service
— JSP Development Shell Extensions
— Tomcat Start Menu
— Documentation and Examples
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Installation

Then click Next.

Figure 4.

5.

Tomcat Setup Installation Options

In the Tomcat Setup Basic Settings dialog box, enter the HTTP/1.1
Connector Port, and Administrator login User Name and Password,
then click Finish.

Figure 5.

Tomcat Setup Basic Settings

The HTTP Port defaults to 8080. If Port 8080 is not available, it can be
changed to a different port, such as 80.
The User Name and Password are for Tomcat administration.
After successful installation of Tomcat 4.1.31, the AltiReport
installation is enabled.

4

AltiReport Manual

AltiReport

6.

Click the Install AltiReport 5.0A icon to install AltiReport.

Figure 6.

7.

AltiReport Installation

After successful installation of AltiReport 5.0A, reboot the system.
You are now ready to set up AltiReport.

Accessing AltiReports Remotely
If AltiReport must be accessed from outside of the company, TCP port
(Default 8080) of the machine must be opened at firewall and NAT
AltiReport can be accessed by URL:
• http://:8080/altireport or
• http://:8080/altireport

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Accessing AltiReports Remotely

6

AltiReport Manual

Overview
When logging into AltiReport, you can login as an Admin role to access
AltiReport administrative and configuration or as a User to access reports
or settings.
Important: For security purposes, if the AltiReport window is idle for 15
minutes or longer, the application will timeout and you will
need to re-login.

Administrator Login
The AltiReport Administration screen is only available for users with
administrative rights. The administrative may perform the following
functions: change and existing user profile, add a new user, delete a user,
view server connection parameters and AltiReport registration settings.
To login as an admin user, in the AltiReport Login screen, select the role as
Admin and enter the administrator Login Name and Password, then click
the Login button.

Figure 1.

AltiReport Admin Login

The administrative main menu includes the following configuration
functions:

AltiReport Manual

7

Administrator Login

•

Administrator Profile

•

CDR Database Registration

•

AltiWare Registration

•

User Management

•

Mail Server Configuration

•

Backup and Restore

•

Log Configuration

Figure 2.

8

AltiReport Administration Menu Options

AltiReport Manual

Administrator Profile
To enter or modify information for the administrator, click the Edit button
to open the Update Admin Profile window.

Figure 3.

Note:

Update Admin Profile Window

The Administrator Account field is not editable.

When the necessary information has been entered, click the Update button
to save the changes.

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Administrator Login

CDR Database Registration

Figure 4.

CDR Database Registration

In order for AltiReport to access the external CDR database, the
administrator must register a CDR database. To add a database, click the
Add Database link in the CDR Database Registration window.

Figure 5.

Add CDR Database Registration

10 AltiReport Manual

In the Add Database Registration window, enter the necessary
information in the blank fields for Database Description, Database
Server IP Address, Database Server Type (SQL Server), Database User
Account, Database User Password, and Database Name on the Server.
Click the Add button when finished.
The status should show “Connected.” If not, use “Edit” in the Action
column to change the DB setting.
To edit or remove an existing CDR Database, use the “Edit” or “Remove”
link in the Action column.

AltiWare Registration

Figure 6.

AltiWare Registration Window

AltiReport will use information entered in the AltiWare Registration
window to check if AltiGen server has AltiReport license entered and
registered. Each AltiGen server needs to have one license.
To add an AltiWare, click the Add AltiWare link in the AltiWare
Registration window.

Figure 7.

Add AltiWare Window
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Administrator Login

In the Add AltiWare window, enter the necessary information in the blank
fields for System Description, System IP Address, select CDR
Database, AltiWare Manager Extension, and AltiWare Manager
Password. Click the Add button when finished.
To edit or remove an existing AltiWare, use the “Edit” or “Remove” link
in the Action column.

User Management

Figure 8.

User Management

The administrator can add users to AltiReport using the User Management
window.

12 AltiReport Manual

To add an AltiReport user, click the Add User link at the bottom of the
page. Enter the Login Name, Password, First Name, Last Name, Title
(optional), Email, and Department Name (Optional) for the user. In the
Permission field, use the check box to select at least one AltiWare system
that the user will be able to access for AltiReport. Then click the Add
button.

Figure 9.

Add User - User Management Window

Mail Server Configuration
The administrator can configure an email server in Mail Server
Configuration. AltiReport will use this email information for auto delivery
of reports.

Figure 10. Mail Server Configuration Window
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Administrator Login

To add a mail server, click the Edit button on the Mail Server
Configuration window to open the Mail Server Configuration Edit window.

Figure 11. Mail Server Configuration Edit Window

In the Mail Server Configuration Edit window, enter the necessary
information in the blank fields for:
•

AltiReport Server Name (DNS name or IP Address)

•

Web Server or Tomcat TCP Port

•

Sender Email Address

•

Outgoing Mail (SMTP) Server

•

SMTP Server Requires Authentication checkbox

•

SMTP Account Name

•

SMTP Password

•

Send Test Message to Email Address

Click the Update button when finished.

Backup and Restore
Important: Uninstalling AltiReport or Tomcat will lose all configurations.
If you need to uninstall AltiReport or Tomcat, back up
configurations first.

14 AltiReport Manual

The backup and restore functions in AltiReport will backup and restore
configuration and settings from the Administrator Profile, CDR Database
Registration, AltiWare Registration, User Management, and Mail Server
Configuration windows.

Figure 12. Backup and Restore Window

When Backup is selected, AltiReport will ask open a File Download
dialog box, for you to open the AltiReport backup file (AltiReportYEAR/
MONTH/DAY.zip) or save the file to your computer.

Figure 13. AltiReport Back Up

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15

Administrator Login

When Restore is selected, you will be required to validate the Admin
Password, then click Enter to restore all previous configurations from the
Administrator Profile, CDR Database Registration, AltiWare Registration,
User Management and Mail Server Configuration windows.

Figure 14. AltiReport Restore

Log Configuration
The Download Log File button in the Log Configuration window allows
you to download the AltiReport file as a log file. Use the Enable button to
to include debug information in the log file, then click Apply.

Figure 15. Log Configuration

16 AltiReport Manual

User Login
The AltiReport User screen allows the user to generate up to 40 specific
reports that can be printed or exported as a .CSV file.
To login as an general user, in the AltiReport Login screen, select the role
as User and enter the administrator Login Name and Password, then click
the Login button.

Figure 16. AltiReport User Login

Main Menu
The main menu displays when you are logged into AltiReport as a user.
From here, you can access all aspects of the AltiReport reporting
application based on the level of permissions or rights assigned to you by
your AltiReport administrator.
The default window displayed when a user logs into AltiReport for the first
time is the User Profile window. When reports are added to the Favorite
Reports List, the List All Favorite Reports window will become the
default window the next time the user logs into AltiReport.

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Main Menu

The top of the window displays the Login Name, Role, and Query
Preference. The main menu is divided into Group, Categories, and SubCategories.

Figure 17. AltiReport Main Menu

Groups
Groups are tabs located at the top of the menu. Clicking on a tab allows you
to access reporting tools for that group.
•

Favorite Reports - reports that are frequently run by the user.

•

Agent Report - reports on all or individual agents within a site or
workgroup.

•

Workgroup Report - reports on all or individual workgroups within
a particular site.

•

DNIS Report - reports on all or individual DNIS.

•

About - lists AltiGen contact information.

18 AltiReport Manual

Categories
Categories are report parameters located as drop-down lists from the
Groups tabs displayed in the main menu. Based on the group you select,
selecting a category from the drop-down list allows you to further filter the
category for the report you wish to run.

Figure 18. Reports Categories/Sub-Categories

Sub-Categories
Sub-categories are report names located as drop-down lists from the
Categories parameters of each Group tab.

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Main Menu

Agent Report
• Detail:
— 1101 - Activity Event
— 1102 - Call Detail Report
• Summary:
— 1201 - Performance Summary
— 1202 - WG Calls and Direct Call Activity Summary Report
— 1203 - State Summary Report
— 1204 - WG Inbound Calls Summary Report
— 1205 - WG Outbound Calls Summary Report
— 1206 - Direct Calls Summary Report
• Analysis:
— 1301 - Call Volume Analysis
— 1302 - Average WG Call Handling Time Analysis
— 1303 - % Contribution to each WG (Inbound/Outbound)
— 1304 - WG Call Handling Time Distribution

Workgroup Report
• Detail:
— 2101 - Call Detail Report
• Summary:
— 2201 - Agent(s) State
— 2202 - Agent(s) Performance Summary
— 2203 - Agent Call Activity Summary with % Analysis
— 2204 - Agent Call/Time Contribution % Comparison
— 2205 - Inbound/Outbound Call Summary with % Analysis
— 2206 - Inbound Calls Wait Time Summary
— 2207 - Inbound Call Handling Summary
— 2208 - Outbound Call Handling Summary
• Analysis:

20 AltiReport Manual

— 2301 - Inbound Answered Call Wait Time
— 2302 - Inbound Abandoned Call Wait Time
— 2303 - Inbound Overflowed/Redirected Calls Wait Time
— 2304 - Inbound Calls Answering Time
— 2305 - Outbound Call Handling Time
— 2306 - Inbound Call Priority
— 2307 - Cumulative Inbound/Outbound Call
— 2308 - Cumulative Inbound Call Wait Time
— 2309 - Cumulative Inbound Call Handling
— 2310 - Cumulative Outbound Call Handling
— 2311 - Total & % Inbound Calls ANS/ABN/OFL
— 2312 - Total & % WG Inbound Calls in Queue
— 2313 - Average Call Handling Time
— 2314 - Total Outbound Calls
— 2315 - Total Outbound Calls Handling Time
— 2316 - Daily Max Number of Calls in Queue
— 2317 - Daily Longest Queue Time
— 2318 - Daily Real Time Service Level

DNIS Report
• Detail:
— 3101 - Call Detail Report
• Summary:
— 3201 - Call Summary

Reports
Navigation
To access a report:
1.

From the AltiReport main menu, select a category report menu
(Agent, Workgroup or DNIS), then use the side menu bar to highlight
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Reports

and specify the type of report (Detail, Summary or Analysis), then
use the side bar menu again to highlight and open the desired report.

Figure 19. Report Navigation

2.

Once the report is chosen, configure the parameters for this report,
including the Time Range, Filtered By and Output options (HTML,
XML or .CSV file).

Figure 20. Configure report parameters

22 AltiReport Manual

3.

After the parameters have been set, click the Next button and
AltiReport will automatically generate the report results.

Figure 21. Report Results - HTML

Figure 22. Report Results - XML

Figure 23. Report Results - .CSV

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Reports

Favorite Reports
To add a report to Favorite Reports:,
1.

After running a report, click on the blue Add to Favorite button in the
top right corner of the report’s window.

Figure 24. Add to Favorite Report Window

2.

In the Add Favorite Report window, enter a Name and Description for
the report, then click Add.

Figure 25. Add Favorite Report Window

24 AltiReport Manual

3.

This will add the report to the Favorite Reports section, where it will
be listed under List All Favorite Reports. You can then run this report
directly from this window, instead of having to find the report in the
category menus.

Figure 26. List all Favorite Reports Window

Note:

When reports are added to the Favorite Reports List, the List All
Favorite Reports window will be the default window the next
time the user logs into AltiReport.

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Reports

Scheduling Favorite Reports
After adding a report to the Favorite Reports list, you can click on the edit
option in the List All Favorite Reports window to open up the Update
Favorite Report Window, where you can set up a schedule and email for
the report.

Figure 27. Update Favorite Report Window

In the Update Favorite Report window, select a schedule for the favorite
report. You can also configure an email address that AltiReport can send
the report to.
Important: When setting up a report schedule for a specific time, the user
must set the schedule at least 15 minutes before the current
time or the report may not be generated/sent. For example, to
run a report at 5:00 PM, you must set up the report schedule
prior to 4:45 PM.

26 AltiReport Manual

Printing Reports
To print a report, click on the Web Print button in the top left corner of the
report’s window.

Figure 28. Web Print Button

This opens a new web window.

Figure 29. Web Print Window

The Web Print feature will automatically adjust paper print size, layout and
orientation. You can also manually change the margins using the black
margin icons at any corner of the web page. Also, you can use the menu and
toolbar at the top of the window, which allows you to print, set up the page
for printing, zoom in/out, hide margins, or close the window.

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Reports

Important: Before using the Web Print feature, make sure the Print
background colors and images checkbox is enabled in the
Internet Options of Windows (Internet
Options>Advanced>Settings>Printing). Otherwise, the web
report generated will be displayed, and subsequently printed, in
black and white.

Figure 30. Print background colors and images checkbox - Internet Options

Saving Reports
To save a report outputted as an HTML format, use the Save As function
in the Windows menu to save the web page.

28 AltiReport Manual

Reports

Reports
For detailed information on database fields, refer to the CDR Manual.

Agent Reports
1101 - Agent Activity Event
The Agent Activity Event report displays the agent’s activity.

Table
All data from Table AGENTACTIVITY

Columns
a.

AGENTACTIVITY.Time_Stamp

b.

AGENTACTIVITY.AgentNum

c.

AGENTACTIVITY.Activity

d.

AGENTACTIVITY.WGNum

e.

AGENTACTIVITY.Reason

1102 - Agent Call Detail Report
The Agent Call Detail Report displays the CDR records for an agent’s
inbound and outbound call.

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Agent Reports

Table
All Data from Table CDR Main

Columns
a.

Direction

b.

StartTime

c.

EndTime

d.

D1 - CallerNum; D2 - TargetNum

e.

E1 - TargetWgNum; E2 - OutGoingWG

f.

AADuration

g.

QueueDuration

h.

RingDuration

i.

TalkDuration

j.

HoldDuration

k.

RecordDuration

l.

StartPriority

m. AnswerWithinSLT
n.

ExitState

o.

SessionID

p.

SequenceID

1201 - Agent Performance Summary
The Agent Performance Summary report displays a summary of an agent’s
performance.

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2, AGENTSUMMARY1,
AGENTSUMMARY2, AGENTSUMMARY4.

Columns
a.

AGENTPERWGSUMMARY1.StartTime = AGENTSUMMARY1.StartTime

b.

AGENTPERWGSUMMARY1.AgentNum = AGENTSUMMARY1.AgentNum

30 AltiReport Manual

Reports

c.

AGENTPERWGSUMMARY2.NumInWGAnswered +
AGENTSUMMARY2.NumInDirCall +
AGENTPERWGSUMMARY2.NumOutWGConnected +
AGENTSUMMARY2.NumOutDirConnected

d.

AGENTPERWGSUMMARY2.DurInWGTalk +
AGENTSUMMARY2.DurInDirTalk +
AGENTPERWGSUMMARY2.DurOutWGTalk +
AGENTSUMMARY2.DurOutDirTalk

e.

D/C

f.

AGENTPERWGSUMMARY2.NumInWGHold +
AGENTSUMMARY2.NumInDirHold +
AGENTPERWGSUMMARY2.NumOutWGHold +
AGENTSUMMARY2.NumOutDirHold

g.

AGENTPERWGSUMMARY2.DurInWGHold +
AGENTSUMMARY2.DurInDirHold +
AGENTPERWGSUMMARY2.DurOutWGHold +
AGENTSUMMARY2.DirOutDirHold

h.

G/F

i.

AGENTPERWGSUMMARY2.NumInWGWrapUp +
AGENTSUMMARY2.NumInDirWrapUp +
AGENTPERWGSUMMARY2.NumOutWGWrapUp +
AGENTSUMMARY2.NumOutDirWrapUp

j.

AGENTPERWGSUMMARY2.DurInWGWrapUp +
AGENTSUMMARY2.DurInDirWrapUp +
AGENTPERWGSUMMARY2.DurOutWGWrapUp +
AGENTSUMMARY2.DirOutDirWrapUp

k.

J/I

l.

D+G+J

m. AGENTPERWGSUMMARY2.NumInWGRNA
n.

AGENTPERWGSUMMARY4.DurNotReady

o.

AGENTPERWGSUMMARY4.DurAgentDND +
AGENTPERWGSUMMARY4.DurAgentFWD

p.

AGENTPERWGSUMMARY4.DurAgentError

1202 - WG Calls and Direct Call Activity Summary
Report
The WG Calls and Direct Call Activity Summary Report displays a
summary of an agent’s workgroup and direct calls.

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Agent Reports

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2, AGENTSUMMARY1,
AGENTSUMMARY2.

Columns
a.

AGENTPERWGSUMMARY1.StartTime = AGENTSUMMARY1.StartTime

b.

AGENTPERWGSUMMARY1.AgentNum = AGENTSUMMARY1.AgentNum

c.

F+J

d.

H+L

e.

D/C

f.

AGENTPERWGSUMMARY2. NumInWGAnswered

g.

F/C

h.

AGENTPERWGSUMMARY2. DurInWGTalk.

i.

H/F

j.

AGENTPERWGSUMMARY2. NumOutWGConnected

k.

J/C

l.

AGENTPERWGSUMMARY2. DurOutWGTalk

m. L / J
n.

AGENTSUMMARY2. NumInDirAnswered

o.

N/C

p.

AGENTSUMMARY2. DurInDirTalk

q.

P/N

r.

AGENTSUMMARY2. NumOutDirConnected

s.

R/C

t.

AGENTSUMMARY2.DurOutDirTalk

u.

T/R

1203 - Agent State Summary Report
The Agent State Summary Report displays a summary of an agent’s state.

32 AltiReport Manual

Reports

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2, AGENTSUMMARY1,
AGENTSUMMARY2, AGENTSUMMARY3, AGENTSUMMARY4.

Columns
a.

AGENTPERWGSUMMARY1.StartTime = AGENTSUMMARY1.StartTime

b.

AGENTPERWGSUMMARY1.AgentNum = AGENTSUMMARY1.AgentNum

c.

“Summary Duration (24:00:00 for daily)” - D

d.

AGENTSUMMARY3.DurLogon

e.

D-F-G-H-I-J

f.

AGENTPERWGSUMMARY2.DurInWGTalk +
AGENTPERWGSUMMARY2.DurOutWGTalk +
AGENTPERWGSUMMARY2.DurInWGHold +
AGENTPERWGSUMMARY2.DurOutWGHold

g.

AGENTSUMMARY2.DurInWrapUp + AGENTSUMMARY2.DurOutWrapUp

h.

AGENTSUMMARY4. DurNotReady.

i.

AGENTSUMMARY4. DurAgentDND + AGENTSUMMARY4. DurAgentFWD

j.

AGENTSUMMARY4. DurAgentError

k.

AGENTSUMMARY2.DurInDirTalk + AGENTSUMMARY2.DurOutDirTalk +
AGENTSUMMARY2.DurInDirHold + AGENTSUMMARY2.DurOutDirHold

1204 - Agent WG Inbound Calls Summary Report
The Agent WG Inbound Calls Summary Report displays an agent’s
inbound workgroup calls.

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2.

Columns
a.

AGENTPERWGSUMMARY1.StartTime

b.

AGENTPERWGSUMMARY1.WGNum

c.

AGENTPERWGSUMMARY2.NumInWGCall

d.

AGENTPERWGSUMMARY2.NumInWGRNA

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Agent Reports
e.

AGENTPERWGSUMMARY2.NumInWGAnswered

f.

AGENTPERWGSUMMARY2.DurInWGTalk

g.

F/E

h.

AGENTPERWGSUMMARY2.DurInWGAnsRing

i.

H/E

j.

AGENTPERWGSUMMARY2.NumInWGHold

k.

AGENTPERWGSUMMARY2.DurInWGHold

l.

K/J

m. AGENTPERWGSUMMARY2.NumInWGWrapUp
n.

AGENTPERWGSUMMARY2DurInWGWrapUp

o.

N/M

1205 - Agent WG Outbound Calls Summary Report
The Agent WG Outbound Calls Summary Report displays an agent’s
outbound workgroup calls.

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2.

Columns
a.

AGENTPERWGSUMMARY1.StartTime

b.

AGENTPERWGSUMMARY1.WGNum

c.

AGENTPERWGSUMMARY2.NumOutWGConnected

d.

AGENTPERWGSUMMARY2.DurOutWGTalk

e.

D/C

f.

AGENTPERWGSUMMARY2.NumOutWGHold

g.

AGENTPERWGSUMMARY2.DurOutWGHold

h.

G/F

i.

AGENTPERWGSUMMARY2.NumOutWGWrapUp

j.

AGENTPERWGSUMMARY2DurOutWGWrapUp

k.

J/I

34 AltiReport Manual

Reports

1206 - Agent Direct Calls Summary Report
The Agent Direct Calls Summary Report displays an agent’s direct inbound
and outbound call.

Table
All data from Table AGENTSUMMARY1, AGENTSUMMARY2.

Columns
a.

AGENTSUMMARY1.StartTime

b.

AGENTSUMMARY1.AgentNum

c.

AGENTSUMMARY2.NumInDirAnswered

d.

AGENTSUMMARY2.DurInDirTalk

e.

D/C

f.

AGENTSUMMARY2.NumInDirHold

g.

AGENTSUMMARY2.DurInDirHold

h.

G/F

i.

AGENTSUMMARY2.NumInDirVM

j.

AGENTSUMMARY2.DurInDirVM

k.

J/I

l.

AGENTSUMMARY2.NumOutDirConnected

m. AGENTSUMMARY2.DurOutDirTalk
n.

M/L

o.

AGENTSUMMARY2.NumOutDirHold

p.

AGENTSUMMARY2.DurOutDirHold

q.

P/O

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Agent Reports

1301 - Agent Call Volume Analysis
The Agent Call Volume Analysis report displays an agent’s call volume.

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2, AGENTSUMMARY1,
AGENTSUMMARY2.

Columns
a.

Time, Not from database

b.

AGENTPERWGSUMMARY2.NumInWGAnswered

c.

AGENTPERWGSUMMARY2.NumOutWGConnected

d.

AGENTSUMMARY2.NumInDirAnswered

e.

AGENTSUMMARY2.NumOutDirConnected

1302 - Agent Average WG Call Handling Time Analysis
The Agent Average WG Call Handling Time Analysis report displays an
agent’s average workgroup call handling time for inbound and outbound
calls.

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2.

36 AltiReport Manual

Reports

Columns
a.

Time, Not from database

b.

(AGENTPERWGSUMMARY2.DurInWGTalk+
AGENTPERWGSUMMARY2.NumOutWGConnected+
AGENTPERWGSUMMARY2.DurInWGWrapUp+
AGENTPERWGSUMMARY2.DurOutWGWrapUp+
AGENTPERWGSUMMARY2.DurInWGHold+
AGENTPERWGSUMMARY2.DurOutWGHold) /
(AGENTPERWGSUMMARY2.NumInWGAnswered+
AGENTPERWGSUMMARY2.NumOutWGConnected)

1303 - Agent % Contribution to each WG (Inbound/
Outbound)
The Agent % Contribution to Each WG report displays the percentage of
calls answered by agent for each workgroup the agent belongs to.

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2

Call Number
AGENTPERWGSUMMARY2.NumInWGAnswered+
AGENTPERWGSUMMARY2.NumOutWGConnected

Duration
AGENTPERWGSUMMARY2.DurInWGTalk +
AGENTPERWGSUMMARY2.NumOutWGConnected +
AGENTPERWGSUMMARY2.DurInWGWrapUp +
AGENTPERWGSUMMARY2.DurOutWGWrapUp +
AGENTPERWGSUMMARY2.DurInWGHold +
AGENTPERWGSUMMARY2.DurOutWGHold

1304 - Agent WG Call Handling Time Distribution
The Agent WG Call Handling Time Distribution report displays a chart of
an workgroup agent’s inbound and outbound calls, including length of call
(in minutes).

Table
All data from Table CDRMAIN

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Workgroup Reports

Duration
TalkDuration + HoldDuration

Workgroup Reports
2101 - Workgroup Call Detail Report
The Workgroup Call Detail Report displays call detail reporting for the
specified workgroup(s).

Table
All data from Table CDRMAIN

Columns
a.

StartTime

b.

EndTime

c.

C1 - CallerNum; C2 - TargetNum

d.

D1 - TargetNum; D2 - CallerNum

e.

AADuration

f.

QueueDuration

g.

RingDuration

h.

TalkDuration

i.

HoldDuration

j.

RecordDuration

k.

StartPriority

l.

AnswerWithinSLT

m. ExitState
n.

SessionID

38 AltiReport Manual

Reports

o.

SequenceID

2201 - Workgroup Agent(s) State
The Workgroup Agent State report displays the state for specified
workgroup agent(s).

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY3, AGENTSUMMARY1,
AGENTSUMMARY4.

Columns
AGENTPERWGSUMMARY1.StartTime
AGENTPERWGSUMMARY1.AgentNum
AGENTPERWGSUMMARY3.DurLogin
AGENTSUMMARY4.DurNotReady
AGENTSUMMARY4.DurAgentDND+AGENTSUMMARY4.DurAgentFWD
AGENTSUMMARY4.DurAgentError

2202 - Workgroup Agent(s) Performance Summary
The Workgroup Agent(s) Performance Summary report displays a
performance summary of the specified workgroup agent(s).

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2, AGENTSUMMARY1,
AGENTSUMMARY2, AGENTSUMMARY4.

Columns
a.

AGENTPERWGSUMMARY1.StartTime

b.

AGENTPERWGSUMMARY1.AgentNum

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Workgroup Reports
c.

AGENTPERWGSUMMARY 2.NumInWGAnswered +
AGENTPERWGSUMMARY 2.NumOutWGConnected +
AGENTSUMMARY2.NumInDirAnswered+AGENTSUMMARY2.NumOutDirC
onnected

d.

AGENTPERWGSUMMARY 2.DurInWGTalk + AGENTPERWGSUMMARY
2.DurOutWGTalk +
AGENTSUMMARY2.DurInDirTalk+AGENTSUMMARY2.DurOutDirTalk

e.

D/C

f.

AGENTPERWGSUMMARY 2.NumInWGHold + AGENTPERWGSUMMARY
2.NumOutWGHold +
AGENTSUMMARY2.NumInDirHold+AGENTSUMMARY2.NumOutDirHold

g.

AGENTPERWGSUMMARY2.DurInWGHold
+AGENTPERWGSUMMARY2.DurOutWGHold +
AGENTSUMMARY2.DurInDirHold+AGENTSUMMARY2.DurOutDirHold

h.

G/F

i.

AGENTSUMMARY2.NumInWrapUp+AGENTSUMMARY2.NumOutWrapUp

j.

AGENTSUMMARY2.DurInWrapUp+AGENTSUMMARY2.DurOutWrapUp

k.

J/I

l.

D+G+J

m. AGENTPERWGSUMMARY2.NumInWGRNA
n.

AGENTSUMMARY4.DurNotReady

o.

AGENTSUMMARY4.DurAgentDND+AGENTSUMMARY4.DurAgentFWD

p.

AGENTSUMMARY4.DurAgentError

2203 - Workgroup Agent Call Activity Summary with %
Analysis
The Workgroup Agent Call Activity Summary with % Analysis report
displays call activity for the specified workgroup agent(s).

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2, AGENTSUMMARY1,
AGENTSUMMARY2.

40 AltiReport Manual

Reports

Columns
a.

AGENTPERWGSUMMARY1.StartTime

b.

AGENTPERWGSUMMARY1.AgentNum

c.

F+J+N+R

d.

G+K+O+S

e.

D/C

f.

AGENTPERWGSUMMARY2.NumInWGAnswered

g.

(F/C)*100%

h.

AGENTPERWGSUMMARY2.DurInWGTalk

i.

H/F

j.

AGENTPERWGSUMMARY2.NumOutWGConnected

k.

(J/C)*100%

l.

AGENTPERWGSUMMARY2.DurOutWGTalk

m. L/J
n.

AGENTSUMMARY2.NumInDirAnswered

o.

(N/C)*100%

p.

AGENTSUMMARY2.DurInDirTalk

q.

P/N

r.

AGENTSUMMARY2.NumOutDirConnected

s.

(R/C)*100%

t.

AGENTSUMMARY2.DurOutDirTalk

u.

T/R

2204 - Workgroup Agent Call/Time Contribution %
Comparison
The Workgroup Agent Call/Time Contribution % Comparison report
displays all calls, including inbound workgroup, outbound workgroup,
direct inbound and direct outbound calls, for the specified workgroup
agent(s).

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Workgroup Reports

Table
All data from Table AGENTPERWGSUMMARY1,
AGENTPERWGSUMMARY2, AGENTSUMMARY1,
AGENTSUMMARY2

Columns
a.

AGENTPERWGSUMMARY1.StartTime

a.

AGENTPERWGSUMMARY1.AgentNum

b.

G+K+O+S

c.

C /  *100 %

d.

I+M+Q+U

e.

E /  *100 %

f.

AGENTPERWGSUMMARY2.NumInWGAnswered

g.

G /  *100 %

h.

AGENTPERWGSUMMARY2.DurInWGTalk

i.

I /  *100 %

j.

AGENTPERWGSUMMARY2.NumOutWGConnected

k.

K /  *100 %

l.

AGENTPERWGSUMMARY2.DurOutWGTalk

m. N /  *100 %
n.

AGENTSUMMARY2.NumInDirAnswered

o.

O /  *100 %

p.

AGENTSUMMARY2.DurInDirTalk

q.

Q /  *100 %

r.

AGENTSUMMARY2.NumOutDirConnected

s.

S /  *100 %

t.

AGENTSUMMARY2.DurOutDirTalk

u.

U /  *100 %

42 AltiReport Manual

Reports

2205 - Workgroup Inbound/Outbound Call Summary
with % Analysis
The Workgroup Inbound/Outbound Call Summary with % Analysis report
displays all inbound (answered/abandoned/overflowed) calls and outbound
connected calls for the specified workgroup agent(s).

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

WGNum

c.

NumInWGCall

d.

NumInAnswered

e.

D/C * 100%

f.

DurInTalk

g.

F/C

h.

NumInAbnInQ + NumInAbnDuringRing

i.

H/C * 100%

j.

NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg NumInAbnToApp
+ NumInAbnToOthers

k.

J/C * 100%

l.

NumOutConnected

m. DurOutTalk
n.

M/L

o.

C+L

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Workgroup Reports

2206 - Workgroup Inbound Calls Wait Time Summary
The Workgroup Inbound Calls Wait Time Summary report displays the
wait time for total inbound calls, including calls answered, abandoned and
overflowed, for the specified workgroup.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

p.

WGNum

b.

NumInWGCall

c.

NumInAnswered

d.

DurInAnsQ + DurInAnsRing

e.

E/D

f.

NumInAnsWithinSLT

g.

G/D * 100%

h.

NumInAbnInQ

i.

NumInAbnDuringRing

j.

I+J

k.

DurInAbnInQ + DurInAbnInQ_RingTime + DurInAbnDuringRing +
DurInAbnDuringRing_RingTime

l.

L/K

m. NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg +
NumInAbnToApp + NumInAbnToOthers
n.

DurInOverflowQ + DurInOverflowRing + DurInAbnVmMsg +
DurInAbnVmMsg_RingTime + DurInAbnVmNoMsg +
DurInAbnVmNoMsg_RingTime + DurInAbnToApp +
DurInAbnToApp_RingTime + DurInAbnToOthers +
DurInAbnToOthers_RingTime

o.

O/N

44 AltiReport Manual

Reports

2207 - Workgroup Inbound Call Handling Summary
The Workgroup Inbound Call Handling Summary report displays call
handling for all inbound calls, including answered calls, abandoned calls
and overflowed calls, for the specified workgroup.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

WGNum

c.

D+J+N

d.

NumInWGCall

e.

D/C * 100%

f.

DurInTalk

g.

F/D

h.

DurInTalk + DurInHold + DurInWrapUp

i.

H/D

j.

L+M

k.

J/C * 100%

l.

NumInAbnInQ

m. NumInAbnInDuringRing
n.

NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg +
NumInAbnToApp + NumInAbnToOthers

o.

N/C * 100%

p.

NumInAbnVmMsg

q.

NumInCallInQ

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Workgroup Reports

2208 - Workgroup Outbound Call Handling Summary
The Workgroup Outbound Call Handling Summary report displays call
handling information for connected calls for the specified workgroup.

Table
All data from Table WGSUMMARY.

Columns
a.

StartTime

b.

WGNum

c.

NumOutConnected

d.

DurOutTalk

e.

D/C

f.

DurOutHold + DurOutTalk + DurOutWrapUp

g.

F/C

h.

NumOutXfer

2301 - Workgroup Inbound Answered Call Wait Time
The Workgroup Inbound Answering Call Wait Time report displays
answered calls wait time (queue time + ring time) for the specified
workgroup.

Table
All data from Table CDRMAIN

Filter
TalkDuration > 0; TargetWGNum

Group
TargetWGNum, WGSessionID

46 AltiReport Manual

Reports

Value
QueueDuration+RingDuration

2302 - Workgroup Inbound Abandoned Call Wait Time
The Workgroup Inbound Abandoned Call Wait Time report displays total
abandoned calls and abandoned call wait time (queue time + ring time) for
the specified workgroup.

Table
All data from Table CDRMAIN

Filter
TalkDuration = 0 AND AbnTargetType = 8; TargetWGNum

Group
TargetWGNum, WGSessionID

Value
QueueDuration+RingDuration

2303 - Workgroup Inbound Overflowed/Redirected
Calls Wait Time
The Workgroup Inbound Overflowed/Redirected Calls Wait Time report
displays Inbound Overflowed and Redirected Calls Wait Time statistics for
the specified workgroup.

Table
All data from Table CDRMAIN

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47

Workgroup Reports

Filter
TalkDuration = 0 AND (ExitState NOT IN (2,3,7) OR AbnTargetType
BETWEEN 1 AND 7); TargetWGNum

Group
TargetWGNum, WGSessionID

Value
QueueDuration+RingDuration

2304 - Workgroup Inbound Calls Answering Time
The Workgroup Inbound Calls Answering Time report displays inbound
calls answered time statistics for the specified workgroup.

Table
All data from Table CDRMAIN

Filter
TalkDuration > 0; TargetWGNum

Group
TargetWGNum, WGSessionID

Value
TalkDuration + HoldDuration

2305 - Workgroup Outbound Call Handling Time
The Workgroup Outbound Call Handling Time report displays outbound
call handing for all workgroup connected calls for the specified workgroup.

48 AltiReport Manual

Reports

Table
All data from Table CDRMAIN

Filter
TalkDuration > 0; OutGoingWG

Group
TargetWGNum, WGSessionID

Value
TalkDuration + HoldDuration

2306 - Workgroup Inbound Call Priority
The Workgroup Inbound Call Priority report displays inbound call
statistics, sorted by call priority, for the specified workgroup.

Table
All data from Table CDRMAIN

Filter
TalkDuration > 0; OutGoingWG

Group
TargetWGNum, WGSessionID

Value
TalkDuration + HoldDuration

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49

Workgroup Reports

2307 - Workgroup Cumulative Inbound/Outbound Call
The Workgroup Cumulative Inbound/Outbound Call report displays total
inbound and outbound call statistiscs for the specified workgroup.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumInWGCall

c.

NumInAnswered

d.

C/B * 100%

e.

DurInTalk

f.

E/C

g.

NumInAbnInQ+NumInAbnDuringRing

h.

G/B * 100%

i.

NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg +
NumInAbnToApp + NumInAbnToOthers

j.

I/B * 100%

k.

NumOutConnected

l.

DurOutTalk

m. L/K
n.

B+K

2308 - Workgroup Cumulative Inbound Call Wait Time
The Workgroup Cumulative Inbound Call Wait Time report displays
cumulative call waiting time for all inbound calls for the specified
workgroup.

50 AltiReport Manual

Reports

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumInWGCall

c.

NumInAnswered

d.

DurInAnsQ + DurInAnsRing

e.

D/C

f.

NumInAnsWithinSLT

g.

F/C * 100%

h.

NumInAbnInQ+NumInAbnDuringRing

i.

DurInAbnInQ + DurInAbnInQ_RingTime + DurInAbnDuringRing +
DurInAbnDuringRing_RingTime

j.

I/H

k.

NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg +
NumInAbnToApp + NumInAbnToOthers

l.

DurInOverflowQ + DurInOverflowRing + DurInAbnVmMsg +
DurInAbnVmMsg_RingTime + DurInAbnVmNoMsg +
DurInAbnVmNoMsg_RingTime + DurInAbnToApp +
DurInAbnToApp_RingTime + DurInAbnToOthers +
DurInAbnToOthers_RingTime

m. L/K

2309 - Workgroup Cumulative Inbound Call Handling
The Workgroup Cumulative Inbound Call Handling report displays
inbound calls handling statistics for the specified workgroup.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumInWGCall

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Workgroup Reports
c.

NumInAnswered

d.

C/B * 100%

e.

DurInTalk

f.

E/C

g.

DurInTalk+DurInWrapUp+DurInHold

h.

G/C

i.

NumInAbnInQ+NumInAbnDuringRing

j.

I/B * 100%

k.

NumInAbnInQ

l.

NumInAbnDuringRing

m. NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg +
NumInAbnToApp + NumInAbnToOthers
n.

M/B * 100%

o.

NumInCallInQ

p.

NumInAbnVmMsg

q.

NumInXfer

2310 - Cumulative Outbound Call Handling
The Cumulative Outbound Call Handling report displays statistics for
outbound calls handled by the specified workgroup.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumOutConnected

c.

DurOutTalk

d.

C/B

e.

DurOutHold + DurOutTalk + DurOutWrapUp

f.

E/B

g.

NumOutXfer

52 AltiReport Manual

Reports

2311 - Total & % Inbound Calls ANS/ABN/OFL
The Total & % Inbound Calls ANS/ABN/OFL report displays totals and
percentages of inbound calls, including calls answered, abandoned and
overflowed.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumInWGCall

c.

NumInAnswered

d.

C/B *100%

e.

NumInAbnInQ+NumInAbnDuringRing

f.

E/B *100%

g.

NumInOverflow + NumInAbnVmMsg + NumInAbnVmNoMsg +
NumInAbnToApp + NumInAbnToOthers

h.

G/B *100%

2312 - Total & % WG Inbound Calls in Queue
The Total & % WG Inbound Calls in Queue report displays totals and
percentages for workgroup inbound calls in queue.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumInWGCall

c.

NumInCallInQ

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Workgroup Reports
d.

C/B *100%

e.

B-C

f.

E/B *100%

2313 - Average Call Handling Time
The Average Call Handling Time report displays average call handling
time, including total talk time, average talk time and total handling time for
the specified workgroup.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumInAnswered

c.

DurInTalk

d.

C/B

e.

DurInHold + DurInTalk + DurInWrapUp

f.

E/B

2314 - Total Outbound Calls
The Total Outbound Calls report displays total outbound calls for the
specified workgroup.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumOutConnected

54 AltiReport Manual

Reports

2315 - Total Outbound Calls Handling Time
The Total Outbound Calls Handling Time report displays the total/average
talk time and total/average handling time, for outbound calls for the
specified workgroup.

Table
All data from Table WGSUMMARY

Columns
a.

StartTime

b.

NumOutConnected

c.

DurOutTalk

d.

C/B

e.

DurOutHold + DurOutTalk + DurOutWrapUp

f.

E/B

2316 - Daily Max Number of Calls in Queue
The Daily Max Number of Calls in Queue report displays the daily
maximum number of workgroup calls in queue, in a line chart format.

Table
All data from Table WGRTSUMMARY

Horizontal Axis
StartTime

Vertical Axis
IntvMaxQLength

2317 - Daily Longest Queue Time
The Daily Longest Queue Time report displays the longest queue time by
hour, for workgroup calls, in a line chart format.

AltiReport Manual

55

DNIS Reports

Table
All data from Table WGRTSUMMARY

Horizontal Axis
StartTime

Vertical Axis
IntvMaxLongestQTime

2318 - Daily Real Time Service Level
The Daily Real Time Service Level report displays the daily lowest real
time service level for a workgroup, in a line chart format.

Table
All data from Table WGRTSUMMARY

Horizontal Axis
StartTime

Vertical Axis
CurServiceLevel

DNIS Reports
3101 - DNIS Call Detail Report
The DNIS Call Detail Report displays call detail information for the
specified DNIS number.

Table
All data from Table CDRMAIN

56 AltiReport Manual

Reports

Columns
a.

StartTime

b.

EndTime

c.

CallerNum

d.

TargetName

e.

AADuration

f.

QueueDuration

g.

RingDuration

h.

TalkDuration

i.

HoldDuration

j.

RecordDuration

k.

StartPriority

l.

AnswerWithinSLT

m. ExitState
n.

SessionID

o.

SequenceID

3201 - DNIS Call Summary
The DNIS Call Summary report displays call summary information for the
specified DNIS number.

Table
All data from Table CDRMAIN

Columns
a.

DNIS

b.

StartTime

c.

D+J+N

d.

Count if (TalkDuration > 0)

e.

D/C * 100%

f.

TalkDuration

g.

F/D

h.

HoldDuration

AltiReport Manual

57

DNIS Reports
i.

H/D

j.

L+M

k.

J/C * 100%

l.

Count if (TalkDuration = 0 AND ExitState <> 32 AND AbnTargetType = 8)

m. Count if (TalkDuration = 0 AND ExitState = 32 AND AbnTargetType = 8)
n.

Count if (ExitState = “Queue Overflow” || ABNTargetType BETWEEN 1 AND 7);

o.

N/C * 100%

p.

Count if (VMDuration > 0)

q.

Count if (QueueDuration > 0 )

r.

Count if (ExitState IN (“Redirect”, “Forward”, “Xfer”))

58 AltiReport Manual

Index

Index
Numerics
1101 - Agent Activity Event 29
1102 - Agent Call Detail Report 29
1201 - Agent Performance
Summary 30
1202 - WG Calls and Direct Call Activity Summary Report 31
1203 - Agent State Summary
Report 32
1204 - Agent WG Inbound Calls Summary Report 33
1205 - Agent WG Outbound Calls
Summary Report 34
1206 - Agent Direct Calls Summary
Report 35
1301 - Agent Call Volume
Analysis 36
1302 - Agent Average WG Call Handling Time Analysis 36
1303 - Agent % Contribution to each
WG (Inbound/Outbound) 37
2101 - Workgroup Call Detail
Report 38
2201 - Workgroup Agent(s) State 39
2202 - Workgroup Agent(s) Performance Summary 39
2203 - Workgroup Agent Call Activity
Summary with % Analysis 40
2204 - Workgroup Agent Call/Time
Contribution % Comparison 41
2205 - Workgroup Inbound/Outbound
Call Summary with % Analysis 43
2206 - Workgroup Inbound Calls Wait
Time Summary 44
2207 - Workgroup Inbound Call Handling Summary 45
2208 - Workgroup Outbound Call
Handling Summary 46
2301 - Workgroup Inbound Answered
Call Wait Time 46

2302 - Workgroup Inbound Abandoned Call Wait Time 47
2303 - Workgroup Inbound Overflowed/Redirected Calls Wait
Time 47
2304 - Workgroup Inbound Calls Answering Time 48
2305 - Workgroup Outbound Call
Handling Time 48
2306 - Workgroup Inbound Call
Priority 49
2307 - Workgroup Cumulative Inbound/Outbound Call 50
2308 - Workgroup Cumulative Inbound Call Wait Time 50
2309 - Workgroup Cumulative Inbound Call Handling 51
2310 - Cumulative Outbound Call
Handling 52
2311 - Total & % Inbound Calls ANS/
ABN/OFL 53
2312 - Total & % WG Inbound Calls
in Queue 53
2313 - Average Call Handling
Time 54
2314 - Total Outbound Calls 54
2315 - Total Outbound Calls Handling
Time 55
2316 - Daily Max Number of Calls in
Queue 55
2317 - Daily Longest Queue
Time 55
2318 - Daily Real Time Service
Level 56
3101 - DNIS Call Detail Report 56
3201 - DNIS Call Summary 57

A
accessing AltiReports remotely 5
Add to Favorite button 24
address
AltiGen Communications, Inc. ii
administrator login 7
administrator profile 9
Agent % Contribution to each WG (In-

AltiReport Manual

59

Index
bound/Outbound) 37
Agent Activity Event 29
Agent Average WG Call Handling
Time Analysis 36
Agent Call Detail Report 29
Agent Call Volume Analysis 36
Agent Direct Calls Summary
Report 35
Agent Performance Summary 30
Agent Report
Agent Call Detail Report 29
Agent Reports 29
Agent % Contribution to each WG
(Inbound/Outbound) 37
Agent Activity Event 29
Agent Average WG Call Handling
Time Analysis 36
Agent Call Volume Analysis 36
Agent Direct Calls Summary
Report 35
Agent Performance Summary 30
Agent State Summary Report 32
Agent WG Inbound Calls Summary Report 33
Agent WG Outbound Calls Summary Report 34
WG Calls and Direct Call Activity
Summary Report 31
Agent State Summary Report 32
Agent WG Call Handling Time
Distribution 37
Agent WG Inbound Calls Summary
Report 33
Agent WG Outbound Calls Summary
Report 34
AltiGen Communications
phone numbers ii
AltiGen Communications, Inc.
address ii
AltiReport
administrator login 7
backup 15
categories 19
favorite reports 24
installation 2
overview 7

printing reports 27
requirements 1
restore 16
setup 5
sub-categories 19
AltiReports
saving reports 28
AltiWare registration 11
Average Call Handling Time 54

B
backup 15
backup and restore

14

C
CDR database registration 10
Cumulative Outbound Call
Handling 52

D
Daily Longest Queue Time 55
Daily Max Number of Calls in
Queue 55
Daily Real Time Service Level 56
DNIS Call Detail Report 56
DNIS Call Summary 57
DNIS Reports 56
DNIS Call Detail Report 56
DNIS Call Summary 57

F
favorite reports 24
updating 26

G
groups 18

I
installation

2

L
List All Favorite Reports window 25
AltiReport Manual

60

Index
log configuration

16

M
mail server configuration
main menu 17

13

N
navigation 21

O
overview

7

P
printing reports 27

R
remote access 5
reports 21, 29
requirements 1
restore 16

S
saving reports 28
setting up AltiReport

5

T
Total & % Inbound Calls ANS/ABN/
OFL 53
Total & % WG Inbound Calls in
Queue 53
Total Outbound Calls 54
Total Outbound Calls Handling
Time 55

U
updating favorite reports 26
user login 17
user management 12

W
Web Print button

27

WG Calls and Direct Call Activity
Summary Report 31
Workgroup Agent Call Activity Summary with % Analysis 40
Workgroup Agent Call/Time Contribution % Comparison 41
Workgroup Agent(s) Performance
Summary 39
Workgroup Agent(s) State 39
Workgroup Call Detail Report 38
Workgroup Cumulative Inbound Call
Handling 51
Workgroup Cumulative Inbound Call
Wait Time 50
Workgroup Cumulative Inbound/Outbound Call 50
Workgroup Inbound Abandoned Call
Wait Time 47
Workgroup Inbound Answered Call
Wait Time 46
Workgroup Inbound Call Handling
Summary 45
Workgroup Inbound Call Priority 49
Workgroup Inbound Calls Answering
Time 48
Workgroup Inbound Calls Wait Time
Summary 44
Workgroup Inbound Overflowed/Redirected Calls Wait Time 47
Workgroup Inbound/Outbound Call
Summary with % Analysis 43
Workgroup Outbound Call Handling
Summary 46
Workgroup Outbound Call Handling
Time 48
Workgroup Reports 38
Average Call Handling Time 54
Cumulative Outbound Call
Handling 52
Daily Longest Queue Time 55
Daily Max Number of Calls in
Queue 55
Daily Real Time Service
Level 56
Total & % Inbound Calls ANS/
ABN/OFL 53
AltiReport Manual

61

Index
Total & % WG Inbound Calls in
Queue 53
Total Outbound Calls 54
Total Outbound Calls Handling
Time 55
Workgroup Agent Call Activity
Summary with % Analysis 40
Workgroup Agent Call/Time Contribution % Comparison 41
Workgroup Agent(s) State 39
Workgroup Call Detail Report 38
Workgroup Cumulative Inbound
Call Handling 51
Workgroup Cumulative Inbound
Call Wait Time 50
Workgroup Cumulative Inbound/
Outbound Call 50
Workgroup Inbound Abandoned
Call Wait Time 47
Workgroup Inbound Answered
Call Wait Time 46
Workgroup Inbound Call Handling
Summary 45
Workgroup Inbound Call
Priority 49
Workgroup Inbound Calls Answering Time 48
Workgroup Inbound Calls Wait
Time Summary 44
Workgroup Inbound Overflowed/
Redirected Calls Wait Time 47
Workgroup Inbound/Outbound
Call Summary with %
Analysis 43
Workgroup Outbound Call Handling Summary 46
Workgroup Outbound Call Handling Time 48

AltiReport Manual

62
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