Reliant Octel 300 Spezifikationen PDF herunterladen (Seite 245)

IP Office Product Description

IP Office 4.2

Page 245

Issue 18.b.- (08 July 2008)

SBCC Historical Reporting

The SBCC reporting package has been simplified to enable the user to easily retrieve the reporting information

they need from one of seven standard drag and drop report templates. The SBCC offers “cradle to grave”

reporting for businesses that want to track specifically how a call was routed through their business. The

historical reporting is accessed via the Supervisor login and corresponding view as shown below.

SBCC Report Templates

The following main report templates are available with SBCC:

· Call Details Report

The Call Details Report contains details of the total number of calls, internal calls (optional), external

outbound calls and the total number of external inbound calls.

· Call Summary Report

The Call Summary Report contains details of the total calls presented and answered; the average speed to

answer percentage and average speed to answer time, the number of calls overflowed and lost, the average

abandon time as well as the grade of service.

· Customer Service Summary

The Customer Service Summary Report will contain details of the total logged in time, total ringing, talk

outbound, talk inbound, talk internal, total pause, total ACW, total holding, including parked calls and total

off hook.

· Trace Reports

The Trace Report lists in chronological order all the events, date and time stamped that involved the subject

selected.

· Alarm Reports

Alarm reports can be created for the Supervisor Views. All the alarms for the selected subject are listed over

a user specified time period. Totals are included that show the number of warning and critical alarms

received for each unique alarm type included in the report.

· Graph Reports

There are 9 types of graphs that can be produced for specific criteria. All the graphs can be produced or just

a specific graph. When more than one graph is selected, two graphs are produced per page of output. The

graphs are volume (Y axis) plotted against the selected time period (x axis). The following types of graph

reports are available; Agents Busy, Average Speed of Answer (ASA), Grade of Service (GOS), Lost Calls,

Trunk Capacity, Calls Waiting, and Agent Availability.

· Voicemail Reports

The report shows the following information; Total calls answered by the Auto-Attendant (VMPro), total calls

abandoned (lost) in Auto-Attendant, and a table of unique call flow trigger names with a tally of the number

of times the trigger has been received (e.g. who pressed 1 for sales in the Auto-Attendant).

1 2 ... 240 241 242 243 244 245 246 247 248 249 250 ... 335 336

Keine Kommentare

Reliant Octel 300 Spezifikationen Seite 245