AltiReport Alti Report Manual

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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, Alti-

Mobile 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.

12/2004 4510-0001-5.0A

AltiReport Manual i

Contents

Introduction ...........................................1

Requirements ..........................................1

Requirements ........................................1

Installation ............................................2

Accessing AltiReports Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

AdministratorLogin.....................................7

AdministratorProfile..................................9

CDRDatabaseRegistration............................10

UserManagement....................................12

MailServerConfiguration.............................13

BackupandRestore ..................................14

LogConfiguration ...................................16

UserLogin ...........................................17

MainMenu...........................................17

Groups.............................................18

Categories..........................................19

Sub-Categories......................................19

Reports ..............................................21

Navigation..........................................21

FavoriteReports.....................................24

PrintingReports.....................................27

SavingReports......................................28

AgentReports ........................................29

1101-AgentActivityEvent............................29

1102-AgentCallDetailReport.........................29

1201-AgentPerformanceSummary.....................30

1202 - WG Calls and Direct Call Activity Summary Report. . . 31

1203-AgentStateSummaryReport.....................32

1204 - Agent WG Inbound Calls Summary Report . . . . . . . . . . 33

1205 - Agent WG Outbound Calls Summary Report. . . . . . . . . 34

1206-AgentDirectCallsSummaryReport................35

1301-AgentCallVolumeAnalysis......................36

1302 - Agent Average WG Call Handling Time Analysis. . . . . 36

1303 - Agent % Contribution to each WG (Inbound/Outbound) 37

AltiReport Manual ii

1304 - Agent WG Call Handling Time Distribution . . . . . . . . . 37

WorkgroupReports ....................................38

2101-WorkgroupCallDetailReport....................38

2201-WorkgroupAgent(s)State .......................39

2202-WorkgroupAgent(s)PerformanceSummary.........39

2203 - Workgroup Agent Call Activity Summary with % Analysis

2204 - Workgroup Agent Call/Time Contribution % Comparison

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-WorkgroupInboundCallPriority..................49

2307 - Workgroup Cumulative Inbound/Outbound Call . . . . . . 50

2308 - Workgroup Cumulative Inbound Call Wait Time . . . . . 50

2309 - Workgroup Cumulative Inbound Call Handling. . . . . . . 51

2310-CumulativeOutboundCallHandling...............52

2311-Total&%InboundCallsANS/ABN/OFL...........53

2312-Total&%WGInboundCallsinQueue.............53

2313-AverageCallHandlingTime.....................54

2314-TotalOutboundCalls...........................54

2315-TotalOutboundCallsHandlingTime...............55

2316-DailyMaxNumberofCallsinQueue ..............55

2317-DailyLongestQueueTime.......................55

2318-DailyRealTimeServiceLevel....................56

DNISReports ........................................56

3101-DNISCallDetailReport.........................56

3201-DNISCallSummary............................57

AltiReport

AltiReport Manual 1

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

Installation

2AltiReport Manual

(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.

AltiReport

AltiReport Manual 3

2. Click the Install Tomcat 4.1.31 button to install Tomcat 4.1.31.

Figure 2. AltiReport Installation Wizard

3. Before installing begins, the Tomcat License Agreement dialog box

appears. Click I Agree to continue.

Figure 3. Tomcat License Agreement

4. 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

Installation

4AltiReport Manual

Then click Next.

Figure 4. Tomcat Setup Installation Options

5. 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.

AltiReport

AltiReport Manual 5

6. Click the Install AltiReport 5.0A icon to install AltiReport.

Figure 6. AltiReport Installation

7. 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://<ip_address>:8080/altireport or

• http://<computer_name>:8080/altireport

Accessing AltiReports Remotely

6AltiReport Manual

AltiReport Manual 7

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:

Administrator Login

8AltiReport Manual

•Administrator Profile

•CDR Database Registration

•AltiWare Registration

•User Management

•Mail Server Configuration

•Backup and Restore

•Log Configuration

Figure 2. AltiReport Administration Menu Options

AltiReport Manual 9

Administrator Profile

To enter or modify information for the administrator, click the Edit button

to open the Update Admin Profile window.

Figure 3. Update Admin Profile Window

Note: The Administrator Account field is not editable.

When the necessary information has been entered, click the Update button

to save the changes.

Administrator Login

10 AltiReport Manual

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

AltiReport Manual 11

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,andDatabase 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

Administrator Login

12 AltiReport Manual

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,andAltiWare 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.

AltiReport Manual 13

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,andDepartment 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

Administrator Login

14 AltiReport Manual

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.

AltiReport Manual 15

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

Administrator Login

16 AltiReport Manual

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 buttonintheLog 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

AltiReport Manual 17

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.

Main Menu

18 AltiReport Manual

The top of the window displays the Login Name,Role,andQuery

Preference. The main menu is divided into Group, Categories, and Sub-

Categories.

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.

AltiReport Manual 19

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.

Main Menu

20 AltiReport Manual

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:

AltiReport Manual 21

—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,Workgroupor DNIS), then use the side menu bar to highlight

Reports

22 AltiReport Manual

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

AltiReport Manual 23

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

Reports

24 AltiReport Manual

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 Reportwindow, enter a Name and Description for

the report, then click Add.

Figure 25. Add Favorite Report Window

AltiReport Manual 25

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.

Reports

26 AltiReport Manual

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.

AltiReport Manual 27

Printing Reports

To print a report, click on the Web Print buttoninthetopleftcornerofthe

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.

Reports

28 AltiReport Manual

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.

Reports

AltiReport Manual 29

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.

Agent Reports

30 AltiReport Manual

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

Reports

AltiReport Manual 31

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.

Agent Reports

32 AltiReport Manual

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.

Reports

AltiReport Manual 33

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

Agent Reports

34 AltiReport Manual

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

Reports

AltiReport Manual 35

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

Agent Reports

36 AltiReport Manual

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.

Reports

AltiReport Manual 37

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

Workgroup Reports

38 AltiReport Manual

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

Reports

AltiReport Manual 39

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

Workgroup Reports

40 AltiReport Manual

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.

Reports

AltiReport Manual 41

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).

Workgroup Reports

42 AltiReport Manual

Table

All data from Table AGENTPERWGSUMMARY1,

AGENTPERWGSUMMARY2, AGENTSUMMARY1,

AGENTSUMMARY2

Columns

a. AGENTPERWGSUMMARY1.StartTime

a. AGENTPERWGSUMMARY1.AgentNum

b. G+K+O+S

c. C / <TOTAL> *100 %

d. I+M+Q+U

e. E / <TOTAL> *100 %

f. AGENTPERWGSUMMARY2.NumInWGAnswered

g. G / <TOTAL> *100 %

h. AGENTPERWGSUMMARY2.DurInWGTalk

i. I / <TOTAL> *100 %

j. AGENTPERWGSUMMARY2.NumOutWGConnected

k. K / <TOTAL> *100 %

l. AGENTPERWGSUMMARY2.DurOutWGTalk

m. N / <TOTAL> *100 %

n. AGENTSUMMARY2.NumInDirAnswered

o. O / <TOTAL> *100 %

p. AGENTSUMMARY2.DurInDirTalk

q. Q / <TOTAL> *100 %

r. AGENTSUMMARY2.NumOutDirConnected

s. S / <TOTAL> *100 %

t. AGENTSUMMARY2.DurOutDirTalk

u. U / <TOTAL> *100 %

Reports

AltiReport Manual 43

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

Workgroup Reports

44 AltiReport Manual

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

Reports

AltiReport Manual 45

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

Workgroup Reports

46 AltiReport Manual

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

Reports

AltiReport Manual 47

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

Workgroup Reports

48 AltiReport Manual

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.

Reports

AltiReport Manual 49

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

Workgroup Reports

50 AltiReport Manual

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.

Reports

AltiReport Manual 51

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

Workgroup Reports

52 AltiReport Manual

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

Reports

AltiReport Manual 53

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

Workgroup Reports

54 AltiReport Manual

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

Reports

AltiReport Manual 55

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.

DNIS Reports

56 AltiReport Manual

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

Reports

AltiReport Manual 57

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

DNIS Reports

58 AltiReport Manual

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”))

Index

AltiReport Manual 59

Index

Numerics

1101 - Agent Activity Event 29

1102 - Agent Call Detail Report 29

1201 - Agent Performance

Summary 30

1202 - WG Calls and Direct Call Ac-

tivity Summary Report 31

1203 - Agent State Summary

Report 32

1204 - Agent WG Inbound Calls Sum-

mary 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 Han-

dling 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) Perfor-

mance 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 Han-

dling Summary 45

2208 - Workgroup Outbound Call

Handling Summary 46

2301 - Workgroup Inbound Answered

Call Wait Time 46

2302 - Workgroup Inbound Aban-

doned Call Wait Time 47

2303 - Workgroup Inbound Over-

flowed/Redirected Calls Wait

Time 47

2304 - Workgroup Inbound Calls An-

swering Time 48

2305 - Workgroup Outbound Call

Handling Time 48

2306 - Workgroup Inbound Call

Priority 49

2307 - Workgroup Cumulative In-

bound/Outbound Call 50

2308 - Workgroup Cumulative In-

bound Call Wait Time 50

2309 - Workgroup Cumulative In-

bound 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

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-

Index

AltiReport Manual 60

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 Summa-

ry Report 33

Agent WG Outbound Calls Sum-

mary 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

backup 15

backup and restore 14

CDR database registration 10

Cumulative Outbound Call

Handling 52

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

favorite reports 24

updating 26

groups 18

installation 2

List All Favorite Reports window 25

Index

AltiReport Manual 61

log configuration 16

mail server configuration 13

main menu 17

navigation 21

overview 7

printing reports 27

remote access 5

reports 21,29

requirements 1

restore 16

saving reports 28

setting up AltiReport 5

Total & % Inbound Calls ANS/ABN/

OFL 53

Total & % WG Inbound Calls in

Queue 53

Total Outbound Calls 54

Total Outbound Calls Handling

Time 55

updating favorite reports 26

user login 17

user management 12

Web Print button 27

WG Calls and Direct Call Activity

Summary Report 31

Workgroup Agent Call Activity Sum-

mary with % Analysis 40

Workgroup Agent Call/Time Contri-

bution % 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/Out-

bound 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/Re-

directed 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

Index

AltiReport Manual 62

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 Con-

tribution % 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 Answer-

ing 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 Han-

dling Summary 46

Workgroup Outbound Call Han-

dling Time 48

AltiReport Alti Report Manual

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