PBXware 6 CC Statistics

From Bicom Systems Wiki

Agent Statistics

Agent Statistics

Agent statistics display a wide and detailed array of agent details

  • Date Range
Statistics time period
(e.g. Select the time period for which statistics are to be displayed.)
(Select box button)
  • Agents
Select the Agent for which you'd like to see statistics
(e.g. Click on the 'Please select' button to select 'All' (all agents) or a specific agent name and then click the 'Show' button)
(Select box button)
  • Reports Table
You may see a list of all Report Templates available and choose the preferred one accordingly. Please refer to the further description for more details.
  • Search
Type in a specific Report title and obtain information faster.
([a-z])
Report Details
  • Selected reports
Table where all the selected reports are shown.
(e.g. Click on the Show button to generate statistics for all selected reports)
NOTE: Upon clicking the Show button, you will be prompted to the Reports page and in the upper left corner, you may get more details about the preferred Report. If you hover your mouse over the Start date and End date rows displayed, you will be able to see when the Report was last generated. "Generated at" relies on the system time. Other rows are changed depending on the Report Template chosen.
Agent Availability
  • Show statistics for agent availability
Shows detailed information about agents. It provides a lot of information in a single report to give a quick overview of agent availability to the customer. The main feature here is agent idle time. This report focuses on all calls of agents, sessions, pauses and provides you with accurate information about agent idle time.
(e.g. Click on this checkbox to show statistics for agent availability)
(Check box)
  • Show statistics for agent calls per direction
Shows a number of calls per direction. For each agent, the data is grouped per agent and then additionally grouped per direction ( direct in, direct out, inbound, outbound).
(eg. Click on this check box to show all statistics for agent calls per direction)
(Check box)
  • Show statistics for agent direct in calls
Shows agents direct in calls. The main feature here is calls > 1m. Those calls should be looked like as effective calls. This value is configurable.
(eg. Click on this check box to show all statistics for agent direct in calls)
(Check box)
  • Show statistics for agent direct out calls
Shows detailed information about agents direct out calls. The main feature here are calls > 1m. Those calls should look like as effective calls. This value is configurable.
(eg. Click on this checkbox to show all statistics for agent direct out calls)
(Check box)
  • Show statistics for agent direct out calls per project
Shows detailed information about agents direct out calls that were made with project codes. The data is grouped per agent, and for each agent the data is grouped per project code. Eg. If one agent made direct out calls with three different project codes, that will be also shown in statistics.
(eg. Click on this check box to show all statistics for agent direct out calls per project)
(Check box)
  • Show statistics for agent occupancy
Shows detailed information about agent sessions, pauses, talk time and occupancy. The data is grouped per agent. Provides a lot of information in a single report to give the customer a quick overview of agent occupancy.
(eg. Click on this check box to show agent occupancy report)
(Check box)
  • Show statistics for agent pauses
Shows number of agent pauses with/without reason, billable/payable pauses. The data is grouped per agent.
(eg. Click on this check box to show agent pauses)
(Check box)
  • Show statistics for agent sessions and pauses
Shows information about agent sessions and pauses. The data is grouped per agent. The main feature here is a number of agent pauses per session.
(eg. Click on this check box to show agent sessions and pauses)
(Check box)
  • Show statistics for all calls
Shows summary information about all agent calls. Includes all calls dispositions which contains the total number of calls, number of answered and unanswered calls.
(eg. Click on this check box to show statistics about all calls)
(Check box)
  • Show statistics for all direct out answered calls
Shows summary information about agent direct out answered calls. Includes direct out answered calls dispositions (agent hangups, caller hangups, transferred calls).
(eg. Click on this check box to show statistics about all direct out answered calls)
(Check box)
  • Show statistics for all direct out calls
Shows summary information about all direct out calls. Includes direct out calls dispositions which contains the total number of calls, the number of answered and unanswered calls.
(eg. Click on this check box to show statistics about all direct out calls)
(Check box)
  • Show statistics for all direct out unanswered calls
Shows summary information about agent direct out unanswered calls. Includes direct out unanswered calls dispositions where users can see what was the reason for not answering (busy, no answer, cancel)
(eg. Click on this check box to show statistics about all direct out unanswered calls)
(Check box)
  • Show statistics for all project calls
Shows a number of calls made with some project code. The data is grouped per Project so the user can see how project codes are used. You can see here how calls are distributed per each project code.
(eg. Click on this check box to show statistics about all project calls)
(Check box)

Queue Statistics

Queue statistics display a wide and detailed array of queue details

Queue Statistics
  • Date Range
Statistics time period
Example:
Select the time period for which statistics are to be displayed.
  • Queues
Select the queue for which you'd like to see statistics
(eg. Click on the 'Please select' button to select 'All' (all queues) or a specific queue name and then click the 'Show' button)
(Select box button)
  • Members
Queue members
In Contact Center 6.0 users can filter statistics by Agent Group.
  • Select type
Type of reports to be generated (eg. Queue, Agent, Summary)
(eg. Click on the dropdown menu and select type of report you want to be generated)
  • Reports Table
You may see a list of all Report Templates available and choose the preferred one accordingly. Please refer to the further description for more details.
  • Search
Type in a specific Report title and obtain information faster.
([a-z])
Report Details
  • Selected reports
Table where all the selected reports are shown.
(eg. Click on Show button to generate statistics for all shown reports)
NOTE: Upon clicking the Show button, you will be prompted to the Reports page and in the upper left corner, you may get more details about the preferred Report. If you hover your mouse over the Start date and End date rows displayed, you will be able to see when the Report was last generated. "Generated at" relies on the system time. Other rows are changed depending on the Report Template chosen.
  • Show statistics for all agent dumped calls
Shows how many calls agent had dumped. Note that for one call, an agent can dump several times. Total is the number of calls agent had including calls that are dumped. This type of calls happen when agent hang up on the caller while the queue announcement (agent announce) was being played.
(E.g. Click on this check box to show statistics for all agent dumped calls)
(Check box)
  • Show statistics for all agent inbound calls per queues
Agent Inbound Calls Per Queues
Shows detailed information about agent inbound calls. For each agent, data is grouped by queue. Users can see here how calls are distributed per agent per each queue.
(E.g. Click on this check box to show statistics for all agent inbound calls)
(Check box)
  • Show statistics for all agent missed calls
Shows agent missed calls, average of missed calls and total ring time. Important thing here is that we can have more than one missed call for one agent call in queue.
(E.g. Click on this check box to show statistics for all agent missed calls)
(Check box)
  • Show statistics for all answered calls
Shows summary information about all answered inbound calls. Includes all answered calls dispositions where we can see how did call finished (agent hangups, caller hangups, transferred).
(E.g. Click to show all answered calls)
(Check box)
  • Show statistics for all calls in general
Shows summary information about all inbound calls. Includes all call dispositions (Total, Answered, Unanswered).
(E.g. Click to show statistics for all answered calls)
(Check box)
  • Show statistics for all unanswered calls
Shows summary information about all unanswered inbound calls. Includes unanswered calls dispositions where we can see what was the reason for not answering (Abandon, Exit With Key, Timeout).
(E.g. Click to show statistics for all unanswered calls)
(Check box)
  • Show statistics of distributions for all calls per day
Shows all calls per each day. List of days depends on the time range filter.
(E.g. Click to show statistics for distribution of all calls per day)
(Check box)
  • Show statistics of distributions for all calls per day of month:
Shows you all calls for every 1st, 2nd day of month.
(E.g. Show all statistics for calls where someone on the system played an interrupt message for callers waiting in the queue)
(Check box)
  • Show statistics of distributions for all calls per day of week
Shows how the calls were distributed per day of the week.
(E.g. Click to show statistics for distribution of all calls per day of week)
(Check box)
  • Show statistics of distributions for all calls per hour
Shows how the calls were distributed per hour.
(E.g. Click to show statistics for distribution of all calls per hour)
(Check box)
  • Show statistics of entry positions
Shows average, min and max entry positions of the calls in the queue. Data is grouped per queue. This is a very important report because from this report we can find out how much load was in queues.
(E.g. Click to show statistics for entry positions)
(Check box)
  • Show statistics for queue answered calls
Shows more detailed information about queues answered calls. Data is grouped per queue. Includes answered calls dispositions where we can see how did call finished (agent hangups, caller hangups, transferred).
(E.g. Click to show statistics for queue answered calls)
(Check box)
  • Show statistics for queue callback calls
Shows information about queues callback calls. Data is grouped per queue. Includes callback calls dispositions which contain the total number of callback calls, number of answered and unanswered calls.
(E.g. Click to show statistics for queue callback calls)
(Check box)
  • Show statistics for queue calls
Shows summary information about all queue calls. Data is grouped per queue. Includes Queue Calls Dispositions which contains the total number of calls, answered and unanswered calls.
(E.g. Click to show statistics for queue callback calls)
(Check box)
  • Show statistics for queue calls per agents
Shows detailed information about queue calls per agent. Data is grouped per queue. For each queue, data is additionally grouped by an agent. You can see here how calls are distributed per queue per agent.
(E.g. Click to show statistics for queue calls per agents)
(Check box)
  • Show statistics for queue unanswered calls
Shows more detailed reports about queues unanswered calls. Data is grouped per queue. Includes unanswered calls dispositions where we can see what was the reason for not answering (abandon, exit with key, timed out).
(E.g. Click to show statistics for queue unanswered calls)
(Check box)
  • Show statistics for repeated callers
This report shows statistics of a caller who has called the queue at least two times.
(E.g. Click to show statistics for repeated callers)
(Check box)
  • Show statistics for service level agreement
Service level agreement is calculated per each time range (10, 20, 30, 40 ,50, 60, 70, 80, 90, 100, 110, 120) as: Service level = answered calls_inside_time/ total_calls * 100
(E.g. Click to show statistics for service level agreement)
(Check box)
  • Show statistics for service level agreement inclusive
Service level agreement inclusive is calculated per each time range(10, 20, 30, 40 ,50, 60, 70, 80, 90, 100, 110, 120) as: Service level agreement inclusive = 100 - Answered calls inside time / Total all calls * 100
(E.g. Click to show statistics for service level agreement inclusive)
(Check box)

Dialer Statistics

Dialer Statistics

Dialer statistics display a wide and detailed array of Dialer details

  • Date Range
Statistics time period
Example:
Select the time period for which statistics are to be displayed.
  • Campaigns
A list of campaigns that can be selected for reports
(eg. Select ALL or choose the campaigns for which you want reports to be shown)
  • Members
Members that can be selected
(eg. member or members you can select for the report to be made)
  • Advanced Options:
Call & Hold Duration
Call Duration
Filter the reports based on call duration in seconds.
e.g.: Choose the button on the left of this section that says 'Less than/Greater than' and then set the call duration in seconds for which you want to see a report.
e.g.: Click on Greater than and choose 60 seconds. All calls with the duration over 60 seconds will be shown in the report(s) that you want to generate.
Hold Duration
Filter the reports based on hold duration in seconds.
e.g.: Choose the button on the left of this section that says 'Less than/Greater than' and then set the hold duration in seconds for which you want to see a report.
Lead
Enter the lead number for you want to generate a report(s).
Time Format
Select the time format for the reports.
e.g.: dd hh mm ss
  • Select type
Type of reports to be generated (eg.Campaign, Agent, Summary)
(eg. Click on the dropdown and select type of report you want to be generated)
  • Reports Table
You may see a list of all Report Templates available and choose the preferred one accordingly. Please refer to the further description for more details.
  • Search
Type in a specific Report title and obtain information faster.
([a-z])
Report Details
  • Selected reports
Table where all the selected reports are shown.
(eg. Click on Show button to generate statistics for all shown reports)
NOTE: Upon clicking the Show button, you will be prompted to the Reports page and in the upper left corner, you may get more details about the preferred Report. If you hover your mouse over the Start date and End date rows displayed, you will be able to see when the Report was last generated. "Generated at" relies on the system time. Other rows are changed depending on the Report Template chosen.
  • Show statistics for all abandoned calls rate
Shows the number and percentage of abandoned calls.
(E.g. Click on this check box to show statistics for all abandoned calls rate)
(Check box)
  • Show statistics for all agent calls
Shows a detailed report about agent outbound calls. Data is grouped per agent.
(E.g. Click on this check box to show statistics for all agent calls)
(Check box)
  • Show statistics for all answered calls
Shows summary information about all answered outbound calls. Includes all answered calls dispositions where we can see how did call finished (agent hangups, caller hangups, transferred).
(E.g. Click on this check box to show statistics for all answered calls)
(Check box)
  • Show statistics for all calls
Shows summary information about all outbound calls. Includes all calls dispositions which include the total number of calls, number of answered and unanswered calls.
(E.g. Click on this check box to show statistics for all calls)
(Check box)
  • Show statistics for all unanswered calls
Shows summary information about all unanswered outbound calls. Includes all unanswered calls dispositions where we can see what was the reason for not answering (abandoned, machine, busy, noanswer, cancel).
(E.g. Click on this check box to show statistics for all unanswered calls)
(Check box)
  • Show statistics for campaign all calls
Campaign All Calls
Shows summary information about campaign all calls which include talk time, hold time and ring time. Data is grouped per campaign.
(E.g. Click on this check box to show campaign all calls)
(Check box)
  • Show statistics for campaign calls per disposition
Shows a number of campaign calls per disposition. Data is grouped per campaign. For each campaign, data is additionally grouped per disposition. You can see here how calls are distributed per campaign per each disposition.
(E.g. Click on this check box to show campaign calls per disposition)
(Check box)
  • Show statistics for all lead calls
Shows summary information about lead calls, which includes the number of answered calls and number of unanswered calls separated by reason of not answering (machine, noanswer, busy, no route, abandoned, failed dial)
(E.g. Click on this check box to show statistics for all lead calls)
(Check box)

Scheduled Reports

Scheduled Reports

Scheduled reports are extended from Agent, Queue and Dialer reports. When creating scheduled reports, users can select a certain type of a report template. Users can create Queue, Agent, and/or Dialer report templates. Each of these report templates has different filters that can be applied while editing.

  • Search for scheduled reports
Search for already created scheduled reports by name
([a-z][0-9])
Additional Info
plusicon-cc.png

Press the 'plus' sign to view additional data about the particular report. For more information, please refer to the screenshot.

(Button)
  • Name
Displays the name of a specific scheduled report
(E.g. Test)
(Display)
  • Type
Displays the type of a report that was chosen
(E.g. Agent)
(Display)
NOTE: Users can select one of the three following types of reports: 'Queue', 'Agent', or 'Dialer'.
  • Last run
Displays the last time that a scheduled report was run
(E.g. 01 Oct 2020 15:34)
(Display)
  • Last sent
Displays the last time that a scheduled report was sent to a user's email
(E.g. 1 Sept 2020 16:50)
(Display)
  • Active
Displays whether the scheduled report is active
(E.g. 'Active'/'Inactive')
(Display)
  • Last status
Displays the success status
(E.g. 'OK'/'Pending'/'Generating')
(Display)
reportsicon-cc.png
Click the 'Show' button to view additional information about the report. Users will be prompted to the page displaying information based on the type of a report chosen.
(E.g. If a user chose the 'Agent' type for a scheduled report and clicks this icon, s(he) will then be prompted to the 'Agent Statistics' window.)
(Button)
Error Message
NOTE: In certain cases, after editing the existing configuration of a scheduled report that was previously created and clicking the 'Show' button, the following error message can appear: "ERR: One of the reports was added to the Scheduled Report, however the report and its data are missing. To avoid the error message being shown, make sure to check whether 'Scheduled Reports' is waiting for the defined scheduled time to run or please click 'Save & Run'. Exiting...". For more information, please refer to the screenshot.
Please be aware that when editing the existing configuration of a scheduled report and clicking the 'Save' button, the report and its data may be missing because 'Scheduled Report' is waiting for the defined time to run. Please check the settings in the 'Repeat' field, or click 'Save & Run' to avoid this error message being shown.
5.0.edit.png Click the 'Edit' button to edit the scheduled report's details.
(Button)
5.0.delete.png Click the 'Delete' button to delete the scheduled report.
(Button)


Report Type
6.0 add-report-button.png
Clicking this button will prompt users to a new window where they can select the type of a scheduled report.
(Button)
  • Please select report type
Select a type of scheduled report from the drop-down list
(E.g. Agent)
(Select box)


Report Add/Edit

Add/Edit Report

General

  • Name
Enter a name of the scheduled report
(E.g. Test)
([a-z][0-9])
  • Active
Select the activity state of this specific scheduled report
(E.g. Yes/No)
(Options button)
  • Start date
Specify the date to start running this scheduled report by choosing the date from the drop-down calendar
(E.g. 17 May 2021)
(Options button)
  • Run time
Set a start time for a scheduled report by using the time picker
(E.g. 08:00)
(Options button)
  • Stop time
Set a stop time for the scheduled report by using the time picker
(E.g. 23:00)
(Options button)
  • Repeat
Select an interval for scheduled reports to be run
(E.g. Hourly/Daily/Weekly/Monthly/Yearly)
(Select box)
  • Send E-mail
Select whether an e-mail will be sent for this scheduled report or not
(E.g. Yes/No)
(Options button)
  • E-mail
Add Multiple Emails
Enter a single or multiple e-mails to which the reports will be sent
(E.g. email@example.com)
([a-z][0-9])
NOTE: The correct way to enter multiple e-mails is with ";" as separator or "," and space as separator.
(E.g. emailOne@example.com;emailTwo@example.com)
(E.g. emailOne@example.com, emailTwo@example.com)
  • Attachment
Schedule Report Breakdown
Select a type of file to be attached with an e-mail
(E.g. HTML/PDF/CSV)
(Check box)
If the user selects a CSV type of file to be attached, another CSV file will be created automatically. These files will be zipped and sent through an email. Type of scheduled report + ‘_breakdown’ will be the name of the new CSV file, and it will contain additional information about the selected report.
(E.g. If the user selects the type ‘Agent direct in calls’ for the report, inside the zipped folder will be two CSV files, agentdirectin.csv, and agentdirectin_breakdown.csv).
NOTE: Please be aware that some schedule reports share the same type of information, so breakdowns for those reports will be the same.

Types

  • Types
Select types of calls to be logged
(E.g. Choose a type of calls to be logged from a drop-down menu.)
(Select box)

Filters

The configuration will change depending on which type of report (Queue/Agent/Dialer) is selected.

scheduled-reports-agent-filters.png
Filters for Agent Reports
  • Time period
Select a time period for which a report will be filtered
(E.g. Current Day/Current Week/Current Month/Current Year/Last Day/Last Week/Last Month/Last Year)
(Select box)
  • Members
Set Members for which a report will be filtered
(E.g. Select members from a drop-down menu.)
(Select box)
  • Call duration
Filter calls for the scheduled report by call duration (in seconds)
(E.g. 10/20/30/60/120)
(Select box)
  • Hold duration
Filter calls for the scheduled report by hold time duration (in seconds)
(E.g. 10/20/30/60/120)
(Select box)
  • Time format
User can set time format to be applied to filters
(E.g.dd hh mm ss/dd:hh:mm:ss/Days/Hours/Minutes/Seconds)
(Select box)
scheduled-reports-queue-filters.png
Filters for Queue Reports

The 'Filters' section for Queue Reports contain three additional fields: 'Queue', 'Caller', and 'DID'.

  • Queues
Set a Queue for which the report will be filtered
(E.g. Select a Queue from a drop-down menu for which a report will be created.)
(Select box)
  • Caller
Filter by Caller
(E.g. 123456)
([a-z][0-9])
  • DID
Filter calls for scheduled report by selecting DIDs
(Select box)
NOTE: Calls per DID are all filtered by default.
scheduled-reports-dialer-filters.png
Filters for Dialer Reports

The 'Filters' section for Dialer Reports contains one additional field: 'Campaigns'.

  • Campaign
Set a Campaign for which the report will be filtered
(E.g. 138 - Test)
([a-z][0-9])


savebutton.png
Click the 'Save' button to save the changes made on the scheduled report or just to save it as a new scheduled report that is not running yet.
(Button)


saveandrunbutton.png
Click this button to save a report and run it instantly.
(Button)


gobackbutton.png
Click this report to go back to the previous page where the list of already saved scheduled reports can be found.
(Button)

Settings

scheduledreports-settings-button.jpg
  • Check interval (sec)
Define how often to check for Queue statistics that will be included in report
(E.g. 300)
([0-9])
  • Server Domain
Define the server domain
(E.g.192.168.200.***)
NOTE: This field is populated by default.

Next -> 15. Voicemail