Altigen MaxReports Bedienungsanleitung PDF herunterladen (Seite 4)

AltiReport Manual ii

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

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 - 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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Altigen MaxReports Bedienungsanleitung Seite 4