Arc Pro Supervisor Text Reports User Guide · Arc Pro Supervisor - Text Report iii Contents 1....

Arc Pro

Supervisor Text Reports

User Guide

Version 6.1.0

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iiiArc Pro Supervisor - Text Report

Contents

1. Running Reports ...................................................................................................................1 - 1

2. Arc Connect Reports ...........................................................................................................2 - 1Overview Folder Reports ................................................................................................................ 2 - 1

AC01-Total Incoming and Outgoing Calls By Date ............................................................... 2 - 1AC02-Total Incoming and Outgoing Calls By Time ................................................................ 2 - 2AC03- Abandoned External Calls Inbound and Outbound ................................................. 2 - 3AC04- Call Routing by Date ..................................................................................................... 2 - 4AC05- Call Routing by Time ...................................................................................................... 2 - 4

Call Tracking Folder Reports .......................................................................................................... 2 - 5CT01-CLI Call Tracking ............................................................................................................... 2 - 5CT02-CLI Call Tracking Summary .............................................................................................. 2 - 5CT03-DDI Call Tracking .............................................................................................................. 2 - 6CT04-DDI Call Tracking Summary ............................................................................................. 2 - 6CT05- External Transfer Tracking Report ................................................................................... 2 - 7

3. Call Connect Reports ..........................................................................................................3 - 1Overview Folder Reports ................................................................................................................ 3 - 1

CC01 - Incoming Calls By Date ................................................................................................ 3 - 1CC02 - Incoming Calls By Time .................................................................................................3 - 2CC03 - Incoming Calls by Date and Time ............................................................................... 3 - 3CC04 - Abandoned Calls CLI Report ...................................................................................... 3 - 4CC05 - Abandoned Calls Overview By Date ......................................................................... 3 - 4CC06 - Abandoned Calls Overview By Time .......................................................................... 3 - 5CC07 - Service Level By Date ................................................................................................... 3 - 6CC08 - Service Level By Time .................................................................................................... 3 - 7CC09 - Service Level By Date and Time .................................................................................. 3 - 7CC10 - GOS By Date .................................................................................................................. 3 - 8CC11 - GOS by Time .................................................................................................................. 3 - 9CC12 - GOS By Date and Time ................................................................................................. 3 - 9CC13 - Call Routing By Date ...................................................................................................3 - 10CC14 - Call Routing By Time ...................................................................................................3 - 11

Queue Folder Reports ................................................................................................................... 3 - 11QR01-Incoming Calls By Queue/Date ................................................................................... 3 - 12QR02-Incoming Calls By Queue/Time .................................................................................... 3 - 13QR03-Queue Activity By Time ................................................................................................. 3 - 14QR04-Overflowed Calls By Date ............................................................................................ 3 - 15QR05-Overflowed Calls By Time ............................................................................................. 3 - 16QR06-Abandoned Calls by Queue/Date ............................................................................. 3 - 17QR07-Abandoned Calls by Queue/Time .............................................................................. 3 - 17QR08 - Completion by Date ................................................................................................... 3 - 18QR09 - Completion by Time .................................................................................................... 3 - 19QR10 - Service Level by Queue/Date ................................................................................... 3 - 19QR11 - Service Level by Queue/Time .................................................................................... 3 - 20QR12 - Service Level by Date and Time ................................................................................ 3 - 21QR13 - GoS by Queue/Date ................................................................................................... 3 - 21QR14 - GoS by Queue/Time .................................................................................................... 3 - 22QR15 - GoS by Date and Time ............................................................................................... 3 - 23QR16 - Call Detail by SLA ........................................................................................................ 3 - 23QR17 - Answered Calls by Skill Level ...................................................................................... 3 - 24QR18 - Incoming Calls by Queue/Skill Level ......................................................................... 3 - 25QR19 - Incoming Calls by Queue- Skill / Time ....................................................................... 3 - 26QR20-Extended Duration Calls ............................................................................................... 3 - 27

Agent Folder Reports .................................................................................................................... 3 - 28AR01 - Agent Calls by Date ....................................................................................................3 - 28

Contents

iv

AR02 - Agent Calls by Time .....................................................................................................3 - 28AR03 - Agent Calls by Queue .................................................................................................3 - 29AR04 - Agent Outbound Calls CLI ..........................................................................................3 - 30AR05 - Agent Activity Report ..................................................................................................3 - 30AR06 - Agent Activity Summary ..............................................................................................3 - 31AR07 - Consolidated Agent Activity Summary .....................................................................3 - 31AR08 - Agent Unavailability Report ........................................................................................3 - 32AR09 - Completion by Date ....................................................................................................3 - 33AR10 - Completion by Time .....................................................................................................3 - 33

4. Console Connect Reports .................................................................................................. 4 - 1Overview Folder Reports ................................................................................................................4 - 1

CN01 - Incoming Calls By Date .................................................................................................4 - 1CN02 - Incoming Calls By Time .................................................................................................4 - 2CN03 - Incoming Calls by Date and Time ...............................................................................4 - 3CN04 - Abandoned Calls CLI Report .......................................................................................4 - 4CN05 - Abandoned Calls Overview By Date ..........................................................................4 - 4CN06 - Abandoned Calls Overview By Time ..........................................................................4 - 5CN07 - Service Level By Date ....................................................................................................4 - 6CN08 - Service Level By Time ....................................................................................................4 - 6CN09 - Service Level By Date and Time ..................................................................................4 - 7CN10 - GOS By Date ..................................................................................................................4 - 8CN11 - GOS by Time ...................................................................................................................4 - 8CN12 - GOS By Date and Time .................................................................................................4 - 9CN13 - Call Routing By Date ...................................................................................................4 - 10CN14 - Call Routing By Time ....................................................................................................4 - 11

Queue Folder Reports ...................................................................................................................4 - 11CS01-Incoming Calls By Queue/Date ....................................................................................4 - 12CS02-Incoming Calls By Queue/Time ....................................................................................4 - 13CS03-Queue Activity By Time ..................................................................................................4 - 14CS04-Overflowed Calls By Date .............................................................................................4 - 14CS05-Overflowed Calls By Time ..............................................................................................4 - 15CS06-Abandoned Calls by Queue/Date ..............................................................................4 - 16CS07-Abandoned Calls by Queue/Time ...............................................................................4 - 17CS10 - Service Level by Queue/Date ....................................................................................4 - 18CS11 - Service Level by Queue/Time .....................................................................................4 - 19CS12 - Service Level by Date and Time .................................................................................4 - 19CS13 - GoS by Queue/Date ....................................................................................................4 - 20CS14 - GoS by Queue/Time ....................................................................................................4 - 21CS15 - GoS by Date and Time ................................................................................................4 - 21CS16 - Call Detail by SLA .........................................................................................................4 - 22

Operator Folder Reports ...............................................................................................................4 - 23CO01 - Operator Calls by Date ..............................................................................................4 - 23CO02 - Operator Calls by Time ...............................................................................................4 - 24CO03 - Operator Calls by Queue ..........................................................................................4 - 24CO04 - Operator Outbound Calls CLI ...................................................................................4 - 25CO05 - Operator Activity Report ............................................................................................4 - 25CO06 - Operator Activity Summary .......................................................................................4 - 26CO07 - Consolidated Operator Activity Summary ...............................................................4 - 26CO08 - Operator Unavailability Report .................................................................................4 - 27

5. Voice Connect Reports ...................................................................................................... 5 - 1Overview Folder Reports ................................................................................................................5 - 1

VC01-Incoming Calls By Date ...................................................................................................5 - 1VC02-Total Incoming Calls by Time ..........................................................................................5 - 2VC03 - Abandoned Calls CLI Report .......................................................................................5 - 2VC04 - Call Routing by Date .....................................................................................................5 - 3VC05 - Call Routing by Time ......................................................................................................5 - 3

Session Folder Reports .....................................................................................................................5 - 4

vArc Pro Supervisor - Text Report

VR01 - Incoming Calls by Session ............................................................................................. 5 - 4VR02 - Total Incoming Calls by Session/Time .......................................................................... 5 - 5VR03 - Session Activity by Time ................................................................................................. 5 - 5VR04 - Overflowed Calls by Date ............................................................................................. 5 - 6VR05 - Overflowed Calls by Time ............................................................................................. 5 - 7VR06 - Night Service Calls by Date .......................................................................................... 5 - 7VR07 - Night Service Calls by Time ........................................................................................... 5 - 8

Contents

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1 - 1Arc Pro Supervisor Text Reports User Guide

1. Running Reports When you open a report folder, the reports associated with that folder are listed in the Description field.

The report parameters are also displayed, as shown below.

Not all of these parameters are used by each report, and any unused one are shown dimmed.

Setting the parameters is described below.

1. Under Date Selection, select the report start date from the From calendar, and the end date from the To calendar. These calendars work in the same way as standard Windows calendars, with today’s date selected by default. Click a date to select it from the displayed month, and use the Left Arrow and Right Arrow to display the preceding and following month, respectively. Click the month itself (for example February 2014) to display a menu containing the three months before and after the selected one.

2. Under Time Selection, select the report start time (From) and end time (To). These are a standard Windows time selection controls. By default, the entire current day is selected: 12:00:00 AM To 11:59:59 PM.

3. Under Selections, select the Queue(s) and Agent(s) about which to report.

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• Depending on the type of report, you can select multiple Queues. To extend the selection, use the Shift and Ctrl keys as you would with other Windows applications.

• Select whether the report is for the Arrival Queue or the Delivery Queue. While selecting this option, please keep in mind that the figures report may be different for each of the Queue Types. The Arrival Queue is where the call arrived after filtering, the Delivery Queue is from where the call was delivered to the User. Depending the on configuration, calls may be overflowing from one queue to another queue before reaching the console attendant.

• To select multiple Agents, use the Shift and Ctrl keys as you would with other Windows applications.

4. Under Graph Settings, select the Call Details, Chart type (Bar, Pie or Line) and Period (the intervals on the graph axes).

5. Under Abandoned Calls, set the minimum duration of abandoned calls to be included in the report. Abandoned calls lasting less than this time are not included in the report.

6. Under Service Level, set the Agreed Answer Time: the maximum time in seconds that a caller has to wait before they are connected to an agent. All calls answered/abandoned within this time are considered within the service level agreed between the call centre and its clients.

7. Under Grade of Service (the probability of a call being blocked or delayed for more than a specified interval, expressed as a percentage of the total number of calls), select the interval, Sec(s), and % Of Calls, for Level1 and Level2.

8. Under Include, select Night Service Calls and Calls Allocated To The Queue By IVR, as required, to include them in the report.


2. Arc Connect Reports A wide range of text reports is available in the Arc Connect section. These reports cover all areas of Arc Connect, and are defined in the following folders:

Overview Folder Reports Call Tracking Folder Reports

Overview Folder Reports The following historical text reports are available within the Arc Connect Overview folder. Data shown in these reports is based on all the sections of the Arc Connect Suite i.e. adding up all the values from different modules, and giving a cumulative total.

The available reports are:

AC01-Total Incoming and Outgoing Calls By Date AC02-Total Incoming and Outgoing Calls By Time AC03- Abandoned External Calls Inbound and Outbound AC04- Call Routing by Date AC05- Call Routing by Time

Please keep the following points in mind while viewing the Arc Connect Reports.

Once a user is running a report under Arc Connect folder, the calls concerned with all modules are included in the report.

"Calls Answered" in Arc Connect means the Queue calls answered by a User or Voice session through a voice message or anybody else from any extension.

"Calls Abandoned" in Arc Connect means the Queue calls that were to be answered by an Console Operator or Voice session through a voice message, but could not be answered and caller finished the call before someone could pick it.

"Calls Overflowed" in Arc Connect means the Queue calls that originally waited in a Queue but forwarded to any extension or device, hence shown Overflowed in these reports.

"Total Calls" in Call Connect means:

Total Calls = Answered Calls + Abandoned Calls + Overflowed Calls

AC01-Total Incoming and Outgoing Calls By DateA summary report of all Incoming and Outgoing Calls for all of the Arc Connect modules, covering a specified date range. A single line of information is provided for each Date.

Table 2 - 1: AC01-Total Incoming and Outgoing Calls By Date

Field Names Description

Total Calls Total number of incoming and outgoing calls through Arc Server during the Date range selected for the Report.

Answered Calls Total number of incoming and outgoing calls answered through all the modules of Arc Connect.

Abandoned Calls Total number of incoming and outgoing calls abandoned in all the modules of Arc Connect.

Overflowed Total number of incoming calls overflowed to a device or External number from all the modules in Arc Connect.

% Answered Total number of incoming and outgoing calls answered through all the modules of Arc Connect /Total numbers of calls * 100

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The following selections are available for this report:

Date Selection: From: Start Date, To: End Date.

AC02-Total Incoming and Outgoing Calls By TimeA summary report of all Incoming and Outgoing Calls for all of the Arc Connect modules, covering a specified Date and Time range. A single line of information is provided for each hour.

% Abandoned To Total number of incoming and outgoing calls abandoned in all the modules of Arc Connect /Total numbers of calls * 100

% Overflowed Total number of incoming calls overflowed to a device or External number from all the modules in Arc Connect /Total number of calls * 100.

Average Answered Wait Average time a caller has waited before the call is answered in all the modules of Arc Connect.

Average Answered Talk Average Talk time for Answered Call in all the modules of Arc Connect System.

Average Wait of Abandoned Calls

Average Wait time for Abandoned Call in all the modules of Arc Connect System. This is the average time a caller has waited before the call is Abandoned.

Answer Time Profile These are the five stats maintained for all the answered call in term of wait.

10: % Calls answered within 10 seconds. 20: % Calls answered between 10 to 20 seconds. 30: % Calls answered between 20 to 30 seconds. 40: % Calls answered between 30 to 40 seconds. 40+: % Calls answered after 40 seconds of wait.

Longest Abandoned Wait Among all the abandoned calls, the longest wait a caller has to bear before the call was abandoned.

Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.

Table 2 - 2: AC02-Total Incoming and Outgoing Calls By Time


Total Calls Total number of call entered in Arc Server during the Date selected for the Report.

Answered Calls Total number of Incoming and Outgoing calls answered in all the modules of Arc Connect Suite.

Abandoned Calls Total number of Incoming and Outgoing calls abandoned in all the modules of Arc Connect Suite.

Overflowed Total number of Incoming and Outgoing calls overflowed to a device or External number in all the modules of Arc Connect Suite.

% Answered Total number of calls answered in all the modules of Arc Connect Suite/Total numbers of calls * 100

% Abandoned Total number of calls abandoned in all the modules in Arc Connect Suite/Total numbers of calls * 100

Table 2 - 1: AC01-Total Incoming and Outgoing Calls By Date




Date: For: Date of the Report.

AC03- Abandoned External Calls Inbound and OutboundThis report provides details of all abandoned calls Inbound and Outbound, for a specific date. Name of the Arrival Queue is shown with the call information.



Time: From: Start Time, To: End Time.

% Overflowed Total number of calls overflowed to a device or External number in all the modules in Arc Connect Suite/Total number of calls * 100.

Average Answered Wait

Average Wait time for Answered Call in all the modules of Arc Connect Suite. This is the average time a caller has waited before the call is answered.

Average Answered Talk Average Talk time for Answered Call in all the modules of Arc Connect Suite.


Average Wait time for Abandoned Call in all the modules of Arc Connect Suite. This is the average time a caller has waited before the call is Abandoned.



Longest Abandoned Wait

Among all the abandoned calls, the longest wait a caller has to bear before the call was abandoned.

Longest Answered Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.

Table 2 - 3: AC03- Abandoned External Calls Inbound and Outbound


Time The Time when the call first rang in the Arc System.

Queue The Arrival Queue for the incoming call.

Original CLI Caller's Line Identification for the incoming external call.

Modified CLI Caller’s Line Identication after it has been modified by any inbound dial plan.

DDI Direct Dial Inbound: The number, the caller of the abandoned call dialled.

Ring Duration The Total Time duration for which the call remained in Arc System.

Table 2 - 2: AC02-Total Incoming and Outgoing Calls By Time


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AC04- Call Routing by DateA summary report for each Call Filter used for routing calls into queues, covering a specified date range. The report shows the Routing Tag and Reference assigned to the filter. The report is structured so that each Call Filter is on a different line.


Date Selection: From: Start Date, To: End Date.

AC05- Call Routing by TimeA summary report for each Call Filter used for routing calls into queues, for a specified date. The information provided covers the Routing Tag and Reference assigned to the filter.

Table 2 - 4: AC04- Call Routing by Date


Call Filter Number of the Filter applied to the Group of Calls.

Routing Tag Routing Tag with the applied filter.

Reference for Filter This is the name of the Queue on which the filter is applied.

Total Calls Total number of call entered in Arc System for the Date range selected.

Answered Calls Total number of incoming calls answered in all the modules in Arc Connect Suite.

Abandoned Calls Total number of calls abandoned in all the modules in Arc Connect Suite.

Overflowed Total number of incoming calls overflowed to a device or External number in all the modules in Arc Connect Suite.

% Answered Total number of incoming calls answered in all the modules in Arc Connect System/Total numbers of calls * 100

% Abandoned Total number of incoming calls Abandoned in all the modules in Arc Connect System/Total numbers of calls * 100

Table 2 - 5: AC05- Call Routing by Time


Time The Hour for which the calls are grouped together.



Reference for Filter This is the name of the Queue on which the filter is applied.

Total Calls Total number of calls entered in Arc Server for the Date range selected.

Answered Calls Total number of incoming calls answered in all the modules in Arc Connect Suite.

Abandoned Calls Total number of calls abandoned in all the modules in Arc Connect Suite.

Overflowed Total number of incoming calls overflowed to a device or External number in all the modules in Arc Connect Suite.




Call Tracking Folder Reports The following historical text reports are available within the Arc Connect Call Tracking folder. These reports track calls based on CLI and DDI information. Data fetched by these reports is cumulative of all the modules of Arc Connect Suite.


CT01-CLI Call Tracking CTCT02-CLI Call Tracking Summary CT03-DDI Call Tracking CT04-DDI Call Tracking Summary CT05- External Transfer Tracking Report

CT01-CLI Call TrackingA tracking report of Incoming Calls based on the CLI. Enter the CLI Number, and the report shows all of the incoming calls that match with the provided number. The information covers Date/Time of the Call, Event, and Route of the Call. Complete routing information is provided for each of the calls.


Date Selection: From: Start Date, To: End Date.Input: Modified CLI number or CLI pattern.

CT02-CLI Call Tracking SummaryA summary report of Incoming Calls based on the CLI. Enter the CLI Number, and the report shows all of the incoming calls that match with the provided number. The information provided covers Date/Time of the Call, Event, and Route of the Call.

% Answered Total number of incoming calls answered in all the modules in Arc Connect System/Total numbers of calls * 100

% Abandoned Total number of incoming calls Abandoned in all the modules in Arc Connect System/Total numbers of calls * 100

Table 2 - 6: CT01-CLI Call Tracking




Date/Time Date and Time when the event has occurred on this call.

Event Event that has occurred on the call.

Routed To The name of the destination where the call is forwarded.

Table 2 - 7: CT02 - CLI Call Tracking Summary



Table 2 - 5: AC05- Call Routing by Time


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CT03-DDI Call TrackingA tracking report of Incoming Calls based on the DDI. Enter the DDI Number, and the report shows all the incoming calls that match with the given number. The report shows Date/Time of the Call, Event, and Route of the Call. Complete routing information is provided for each of the call.


Date Selection: From: Start Date, To: End Date.Input: Modified DDI number or DDI pattern.

CT04-DDI Call Tracking Summary A summary report of Incoming Calls based on the DDI. Enter the DDI Number, and the report shows a summary of all the incoming calls that match with the given number. The information shows Total Calls, Date/Time of the Call, Outcome, Ringing in Time, Connected Time.

Modified CLI Caller’s Line Identification after it has been modified by any inbound dial plan.

Date Date when the call first entered in Arc System.

Time Time when the call first entered in Arc System.

Outcome Outcome of the Call.

Ringing in Time Wait time for the call before being answered or abandoned.

Connected Time When the call is answered the talk time is shown in this column.

Table 2 - 8: CT03-DDI Call Tracking


Original DDI Direct Dial In that the caller has dialled.

Modified DDI Direct Dial In after it has been modified by any outbound dial plan.

Date/Time Date and Time, when the event has occurred on this call.

Event Event that has occurred on the call.

Routed To The name of the destination where the call is forwarded.

Table 2 - 9: CT04-DDI Call Tracking Summary


Original DDI Direct Dial In that the caller has dialled.

Modified DDI Direct Dial In after it has been modified by any outbound dial plan.



Outcome Outcome of the Call.

Table 2 - 7: CT02 - CLI Call Tracking Summary




Date Selection: From: Start Date, To: End Date.Input: Modified DDI number or DDI pattern.

CT05- External Transfer Tracking Report A summary report of all incoming Calls that have been transferred on any of the External number through Arc System based on the CLI. Enter the Number, and a summary report shows all the incoming and transferred calls that match the given number. The information provided covers CLI, Date/Time of the Call, User and Transfer Destination.



Ringing in Time Wait time for the call before being answered or abandoned.

Connected Time When the call is answered the talk time is shown in this column.

Table 2 - 10: CT05- External Transfer Tracking Report






User Name of the User who has transferred the call

Transferred To The external number where the user transferred the call.

Table 2 - 9: CT04-DDI Call Tracking Summary


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3. Call Connect Reports A wide range of historical text reports is available in the Call Connect section. These reports cover all areas of Call Connect, and are defined in the following folders:

Overview Folder Reports Queue Folder Reports Agent Folder Reports

Overview Folder Reports The following historical text reports are available in the Call Connect Overview folder.


CC01 - Incoming Calls By Date CC02 - Incoming Calls By Time CC03 - Incoming Calls by Date and Time CC04 - Abandoned Calls CLI Report CC05 - Abandoned Calls Overview By Date CC06 - Abandoned Calls Overview By Time CC07 - Service Level By Date CC08 - Service Level By Timeme CC09 - Service Level By Date and Time CC10 - GOS By Date CC11 - GOS by Time CC12 - GOS By Date and Time CC13 - Call Routing By Date CC14 - Call Routing By Time

CC01 - Incoming Calls By DateThis is a summary report of Incoming Call Data, covering a specified date range. A single line of information is provided for each 24-hour period.

Table 3 - 1: CC01 - Incoming Calls By Date


Total Calls Total number of call entered in Call Connect. During the Date range selected for the Report.

Answered Calls Total number of calls answered in the Call Connect.

Abandoned Calls Total number of calls abandoned in the Call Connect.

Overflowed Calls Total number of calls overflowed to a device or External number in the Call Connect.

Night Service / Breakhours Calls

Total number of calls overflowed due to Night Service or Breakhours.

% Answered Total number of calls answered in Call Connect/Total numbers of calls * 100.

% Abandoned Total number of calls abandoned in Call Connect/Total numbers of calls * 100.

% Overflowed Total number of calls overflowed to a device or External number in all the modules in Call Connect/Total number of calls * 100.

5 - 2

The following selections are available for this report:Queue(s): is selectable before running the report.Arrival or Delivery Queue: type is selectable before running the report.Date Selection: From: Start Date; To: End Date.Time Selection: From: Start Time, To: End Time.

CC02 - Incoming Calls By TimeThis is a summary report of Incoming Call Data, covering a specified time. A single line of information is provided for each hour.


Total number of calls overflowed due to Night Service or Breakhours* 100.

Average Answered Wait Average Wait time for Answered Call in Call Connect. This is the average time a caller has waited before the call is answered.

Average Answered Talk Time

Average Talk time for Answered Call in Call Connect.


Average Wait time for Abandoned Call in the Call Connect. This is the average time a caller has waited before the call is Abandoned.



Longest Wait Among all the answered calls, the longest wait a caller has to bear before the call was answered.

Table 3 - 2: CC02 - Incoming Calls By Time


Total Calls Total number of calls entered in Call Connect. During the date range selected for the Report.

Answered Calls Total number of incoming calls answered in Call Connect within a specified time.

Abandoned Calls Total number of calls abandoned in Call Connect for the specified time range.

Overflowed Calls Total number of calls overflowed to a device or External number in Call Connect.



% Answered Total number of incoming calls answered in Call Connect/Total numbers of calls * 100.

% Abandoned Total number of calls Abandoned in Call Connect/Total numbers of calls * 100.

Table 3 - 1: CC01 - Incoming Calls By Date



The following selections are available for this report:Queue(s): is selectable before running the report.Arrival or Delivery Queue: type is selectable before running the report.Date: For: Date of the Report.Time Selection: From: Start Time; To: End Time.

CC03 - Incoming Calls by Date and TimeAn overview summary report for the incoming calls in the Queues, for a specific date and time. A single line of information is provided for a particular date and time duration.

% Overflowed Total number of calls Overflowed in all the Call Connect/Total numbers of calls * 100.




Average Answered Talk Average Talk time for Answered Call in the Call Connect.


Average Wait time for Abandoned Call in Call Connect. This is the average time a caller has waited before the call is Abandoned.




Table 3 - 3: CC03 - Incoming Calls by Date and Time


For Queue The Queue's name for which the report is generated.

Queue Type Type of queue receiving calls.

Hour Displays the reported time.

Date Displays the reported date.

Total Calls Total number of calls entered in Call Connect. During the Data range selected for the Report.

Answered Calls Total number of calls answered in Call Connect.

Abandoned Calls Total number of calls abandoned in Call Connect.

Overflowed Total number of Incoming calls overflowed to a device or External number in all the modules of Arc Connect Suite.

% Answered Total number of calls answered in Call Connect/Total numbers of calls * 100

Table 3 - 2: CC02 - Incoming Calls By Time


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CC04 - Abandoned Calls CLI ReportThis is a report that gives details of all abandoned calls, for a specific date. Totals are given per Queue. Only calls with a valid CLI are included.

The following selections are available for this report:Queue(s): is selectable before running the report.Date: For: Date of the Report.Time: From: Start Time; To: End Time.

CC05 - Abandoned Calls Overview By DateAn overview summary report for the calls in the Queues, for a specific date. A single line of information is provided for each hour.

% Abandoned Total number of calls Abandoned in Call Connect/Total numbers of calls * 100

%Overflowed Total number of calls Overflowed in Call Connect/Total numbers of calls * 100


Average Wait time for Answered Call in Call Connect. This is the average time a caller has waited before the call is answered.


Average Abandoned Wait


Table 3 - 4: CC04 - Abandoned Calls CLI Report


Time The Time when the call first rang in the Call Connect.

Queue The arrival Queue for the incoming call.

CLI Caller's Line Identification for the incoming external call.

DDI Direct Dial Inbound. The number the caller of the abandoned call dialled.

Ring Duration The Total Time duration for which the call remained in Call Connect.

Table 3 - 5: CC05 - Abandoned Calls Overview By Date








Table 3 - 3: CC03 - Incoming Calls by Date and Time



The following selections are available for this report:Arrival or Delivery Queue: type is selectable before running the report.Date Selection: From: Start Date; To: End Date.

CC06 - Abandoned Calls Overview By TimeAn overview summary report for the calls in the Queues, for a specific date and time. A single line of information is provided for each hour.




Average Abandoned Wait Average Wait time for Abandoned Call in Call Connect. This is the average time a caller has waited before the call is Abandoned.

% Answer Time Profile These are the five stats maintained for all the answered call in term of wait.

10: % Calls answered within 10 seconds. 20: % Calls answered between 10 to 20 seconds. 30: % Calls answered between 20 to 30 seconds. 40: % Calls answered between 30 to 40 seconds. 40: % Calls answered after 40 seconds of wait.


Table 3 - 6: CC06 - Abandoned Calls Overview By Time



Time Displays the reported time.










Table 3 - 5: CC05 - Abandoned Calls Overview By Date


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The following selections are available for this report:Arrival or Delivery Queue: type is selectable before running the report.Date: For: Date of the Report.Time: From: Start Time; To: End Time.

CC07 - Service Level By DateThis report details the calls that fall within Service Level Agreement. Enter the Agreed Answer time before running the report. This report arranges the call data based on that parameter. Call data is grouped in Dates. A single line of information is reserved for a Date



Agreed Answer Time: No of seconds.

Include Night Service Calls: Ticking the Check box includes the Queue calls that have gone to Night service.

Include Calls Allotted to the Queue By IVR: Ticking the Check box includes the Queue calls that have been allotted to the Queue by any Voice session and these calls were not originally the Queue calls. If theses calls are included in the report, the stats reflect the average answered time for that call plus the time the caller has waited in the voice session.




Table 3 - 7: CC07 - Service Level By Date


Total Calls Total Number of calls entered in Call Connect

Answered Calls Total Number of calls answered in Call Connect

Abandoned Calls Total Number of calls abandoned in Call Connect

SLA - No of Calls Total Number of calls falling within Service Level Agreement Time

SLA - Average Answer Time

Average Answer Time for the calls falling within Service Level Agreement Time

SLA - Answer calls Parentage

Percentage of calls falling within Service Level Agreement Time

Table 3 - 6: CC06 - Abandoned Calls Overview By Time



CC08 - Service Level By TimeThis report details the calls that fall in Service Level Agreement. Enter the Agreed Answer time before running the report. This report arranges the call data based on that parameter. Call data is grouped in Dates. A single line of information is reserved for an hour.



Time Selection: From: Start Time; To: End Time



Include Calls Allotted to the Queue By IVR: Ticking the Check box includes the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue calls. If theses calls are included in the report, the stats reflect the average answered time for that call plus the time the caller has waited in the voice session.

CC09 - Service Level By Date and TimeThis report details the calls that fall in Service Level Agreement. This report arranges the call data based on Agreed Answer time. Call data is grouped in Hours within the selected Dates. A single line of information is reserved for an hour, and then followed by the report totals. This report focuses the Hours of the day while diagnosing that at what time most calls are falling in SLA time.


Table 3 - 8: CC08 - Service Level By Time










Table 3 - 9: CC09 - Service Level By Date and Time










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CC10 - GOS By DateThis report details the calls that fall within Grade of Service Levels. This report arranges the call data based on Grade of Service levels. Call data is grouped in the selected dates.

A single line of information is reserved for each date, and then followed by the report totals.


Date: From: Start Date; To: End Date.

Grade of Service Level 1: No of seconds and Percentage of calls




Table 3 - 10: CC10 - GOS By Date





GoS Level 1 - Percentage Answered Calls

Percentage of Answered calls for within Grade of Service Level 1

GoS Level 1 - Percentage Abandoned Calls

Percentage of Abandoned calls for within Grade of Service Level 1






CC11 - GOS by TimeThis report details the calls that fall within Grade of Service Levels. This report arranges the call data based on Grade of Service levels. Call data is grouped in hours in the selected date. A single line of information is reserved for each hour, and then followed by the report totals.



Time Selection: From: Start Time; To: End Time.

Grade of Service Level 1: No of seconds and Percentage of calls.




CC12 - GOS By Date and TimeThis report details the calls that fall within Grade of Service Levels. This report arranges the call data based on Grade of Service levels. Call data is grouped in hours in the selected Date. A single line of information is reserved for each hour, and then followed by the report totals. This report focuses the Hours of the day while diagnosing that at what time most calls are falling in Grade of Service levels.

Table 3 - 11: CC11 - GOS by Time













Table 3 - 12: CC12 - GOS By Date and Time





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CC13 - Call Routing By DateThis is a summary report for each Call Filter used for routing calls into queues, covering a specified date range. Totals are given for each Call Filter and for each date in range.









Table 3 - 13: CC13 - Call Routing By Date


Call Filter Name of the Filters applied to the Group of Calls.


Reference for Filter This is normally the name of the Queue on which the filter is applied.




Overflowed Calls Total number of calls overflowed to a device or External number in the Call Connect.

Calls sent to Night Service

The total number of calls that have fallen in the Break Hours.

Table 3 - 12: CC12 - GOS By Date and Time


3 - Arc Pro Supervisor Text Reports User Guide


CC14 - Call Routing By TimeA summary report for each Call Filter used for routing calls into queues, for a specific date. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.


Queue Folder Reports The following historical text reports are available in the Call Connect Queue folder:

QR01-Incoming Calls By Queue/Date QR02-Incoming Calls By Queue/Time QR03-Queue Activity By Time QR04-Overflowed Calls By Date QR05-Overflowed Calls By Time QR06-Abandoned Calls by Queue/Date QR07-Abandoned Calls by Queue/Time

% Answered Total number of calls answered in Call Connect /Total numbers of calls * 100


Table 3 - 14: CC14 - Call Routing By Time








Overflowed Calls Total number of calls overflowed to a device or External number in Call Connect.





Table 3 - 13: CC13 - Call Routing By Date


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QR08 - Completion by Date QR09 - Completion by Time QR10 - Service Level by Queue/Date QR11 - Service Level by Queue/Time QR12 - Service Level by Date and Time QR13 - GoS by Queue/Date QR14 - GoS by Queue/Time QR15 - GoS by Date and Time QR16 - Call Detail by SLA QR17 - Answered Calls by Skill Level QR04-Overflowed Calls By Date QR19 - Incoming Calls by Queue- Skill / Time QR20-Extended Duration Calls

QR01-Incoming Calls By Queue/DateThis is a summary report of Incoming Call Data, covering a specified date range. A single line of information is provided for each 24-hour period.

Table 3 - 15: QR01-Incoming Calls By Queue/Date


Total Calls Total number of calls entered in Call Connect. During the Date range selected for the Report.

Answered Calls Total number of calls answered for selected Queue(s) in Call Connect.

Abandoned Calls Total number of calls abandoned for selected Queue(s) in Call Connect.

Overflowed Calls Total number of calls overflowed to a device or External number for selected Queue(s) in Call Connect.


% Answered Total number of calls answered for selected Queue(s) in Call Connect/Total numbers of calls * 100

% Abandoned Total number of calls Abandoned for selected Queue(s) in Call Connect/Total numbers of calls * 100

% Overflowed Total number of calls Overflowed for selected Queue(s) in Call Connect/Total numbers of calls * 100.


Average Answered Wait Average Wait time for Answered Call for selected Queue(s) in Call Connect. This is the average time a caller has waited before the call is answered.

Average Answered Talk Average Talk time for Answered Call for selected Queue(s) in the Call Connect.


Average Wait time for Abandoned Call for selected Queue(s) in Call Connect. This is the average time a caller has waited before the call is Abandoned.



Queue(s) is selectable before running the report.

Arrival or Delivery Queue: type is selectable before running the report.

Date Selection: From: Start Date: To: End Date.

QR02-Incoming Calls By Queue/TimeThis is a summary report of Incoming Calls for a queue, covering a specified date range. A single line of information is provided for each hour.



Longest Wait Among all the answered calls in a selected Queue, the longest wait a caller has to bear before the call was answered.

Longest Talk The duration of answered calls, which were talked over more than the normal answering time.

Table 3 - 16: QR02-Incoming Calls By Queue/Time



Answered Calls Total number of calls answered for selected Queue(s) in a specified time.

Abandoned Calls Total number of calls abandoned for selected Queue(s) in specified time.

Overflowed Calls Total number of calls overflowed to a device or External number for selected Queue(s) in specified time.


Total Number of calls that have been forwarded to the night Service or Breakhours.

% Answered Total number of calls answered for selected Queue(s) in specified time /Total numbers of calls * 100

% Abandoned Total number of calls Abandoned for selected Queue(s) in specified time /Total numbers of calls * 100

% Overflowed Total number of calls Overflowed for selected Queue(s) in specified time /Total numbers of calls * 100.



Average Answered Wait Average Wait time for Answered Call for selected Queue(s) in specified time. This is the average time a caller has waited before the call is answered.

Table 3 - 15: QR01-Incoming Calls By Queue/Date


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QR03-Queue Activity By TimeThis is a summary report of activities for a queue, covering a specified date. A single line of information is provided for each Call.




Average Answered Talk Average Talk time for Answered Call for selected Queue(s) in the specified time.


Average Wait time for Abandoned Call for selected Queue(s) in specified time. This is the average time a caller has waited before the call is Abandoned.





Table 3 - 17: QR03-Queue Activity By Time


Queue The name of the Queue for which the report is generated.

Start Time The start time for the answering of calls in a Queue.

End Time The end time for answering the calls in a Queue.

Talk Time The total time during which the talk was held.

CLI Caller's Line Identification for the incoming external call in the Queue.

DDI Direct Dial Inbound. The number the caller of the abandoned call dialled to the Queue.

Destination The name of the destination in the Queue to which the call was directed.

Outcome It displays the results of the call.

Table 3 - 16: QR02-Incoming Calls By Queue/Time




QR04-Overflowed Calls By DateThis is a summary report of overflowed calls for a queue, covering a specified date range. A single line of information is provided for each Queue/Date.




Table 3 - 18: QR04-Overflowed Calls By Date



Total Queue Calls The total number of incoming calls in a Queue.

Total Overflow In The total number of calls overflowed in a respective Queue.

Overflow In The number of calls overflowed in the selected Queue from other call Queues during business hours.

Night Service In The number of calls overflowed in the Queue during the break hours.

Overflow out Time Limit The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit.

Overflow out Queue Limit The number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls.

Overflow out No Agents The number of calls that overflowed to other destination due to no Agents available to answer the call in the Queue.

Overflow out Destination Time Limit

The destination to which the calls were overflowed during the Time limit.

Overflow out Destination Queue Limit

The destination to which the calls were overflowed during the Queue limit.

Overflow out Destination No Agents

The destination to which the calls were overflowed when there were no Agents available in the default Queue.

Night Service Out The number of calls that were overflowed out during the break hours to other selected Queue(s).

Night Service Out Destination

The destination to which the calls are overflowed out during the break hours.

% In The calculated percentage of the Overflowed In calls.

% Out The calculated percentage of the Overflowed Out calls.

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QR05-Overflowed Calls By TimeThis is a summary report of overflowed calls for a queue, covering a specified date. A single line of information is provided for each hour.





Table 3 - 19: QR05-Overflowed Calls By Time


Queue The name of the Queue

Time Limit The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit.

Queue Limit It displays the number of calls, which were overflowed out to other Queues. Reason being that the Queue could not take the calls.

Destination All the destinations for the Time Limit, Queue Limit, No Agents and Night Service, to which they are overflowed out.

Time Broken into 1 hour slots.

Total Queue Calls Total number of incoming calls in a Queue.

Total Overflow Queue Calls

Total number of calls overflowed in a respective Queue.




Overflow out Queue Limit

Yhe number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls.

Overflow out No Agents The number of calls that overflowed to other destination due to no Agents available to answer the call in the Queue.


Night Service Out Total Total number of calls overflowed out during the break hours.




QR06-Abandoned Calls by Queue/DateThis is a summary report of the abandoned calls by Queue/Date. A single line of information is provided for each hour.




QR07-Abandoned Calls by Queue/TimeThis is a summary report of the abandoned calls by Queue/Time. A single line of information is provided for each hour.

Table 3 - 20: QR06-Abandoned Calls by Queue/Date









Average Abandoned Time

Average Abandon Time for Abandoned Calls for selected Queue(s) in Call Connect. This is the average time a caller has waited before the call is Abandoned.

Abandon Time Profile These are the five stats maintained for all the answered call in term of wait.

10: % Calls abandoned within 10 seconds. 20: % Calls abandoned between 10 to 20 seconds. 30: % Calls abandoned between 20 to 30 seconds. 40: % Calls abandoned between 30 to 40 seconds. 40: % Calls abandoned after 40 seconds of wait.

Longest Abandon Wait Among all the abandoned calls in a selected Queue, the longest time taken before the call was abandoned.

Table 3 - 21: QR07-Abandoned Calls by Queue/Time




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QR08 - Completion by DateThis is a summary report of call completion by date, covering a specified Date range. A single line of information is provided for each 24-hour period. Total is given for Queue/Date.







Average Abandon Time for Abandoned Calls for selected Queue(s) in Call Connect. This is the average time a caller has waited before the call is Abandoned.




Table 3 - 22: QR08 - Completion by Date


Queue It displays the name of the Queue for which the report is generated.

Completion Group It displays the completion group for the call

Completion Reason It displays the reason for which the call is completed.

Quantity Its displays the quantity of the calls that are completed

No Completion Specified This field the number of calls whose completion was specified

Total Completions for Queue

This field displays the total call completions for a particular queue.

Table 3 - 21: QR07-Abandoned Calls by Queue/Time




Queue (s) is selectable before running the report.

Arrival or Delivery Queue type is selectable before running the report.


QR09 - Completion by TimeThis is a summary report of call completion by time, covering a specified time range. A single line of information is provided for each 24-hour period. Total is given for Queue/Day.




Date Selection: From: Start Date: To: End Date

QR10 - Service Level by Queue/DateA summary report that details calls falling into the Service Level by Queue or date. These reports cover Contact Centre summary, Queue summary and Queue details. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.

Total Completions for Day This field displays the total calls completed for a particular day.

Table 3 - 23: QR09 - Completion by Time


Queue It displays the name of the Queue for which the report is generated.

Time This field shows the time for the call completion

Completion Group It displays the completion group for the call

Completion Reason It displays the reason for which the call is completed.


No Completion Specified This field the number of calls whose completion was specified

Total Completions for Queue


Total Completions for Time

This field displays the total calls completed at a specified time

Table 3 - 24: QR10 - Service Level by Queue/Date


Queue Queue Name that the stats are reported on.

SLA Factor SLA Factor for a particular Queue on a particular date.

Total Calls This field displays the total number of calls for the particular date in a particular queue.

Total Calls Answered Total number of calls answered on a particular date, in a particular queue.

Table 3 - 22: QR08 - Completion by Date


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Following is the selection criteria for this report:

Date Range: (Date From- Date To)

Queue(s):

Arrival / Delivery Queue: selected

Current/Historical Factors (SLA): selected

QR11 - Service Level by Queue/TimeA summary report that details calls falling into the Service Level by Queue or Time. These reports cover Contact Centre summary, Queue summary and Queue details. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.


Date: For:

Time: period in one Date is selected.

Queue(s):


Current/Historical Factors (SLA) selected

Total Calls Abandoned Total calls abandoned on a particular date, in a particular queue.

SLA Average Answer Time

The average answer time of calls, below agreed time duration.

SLA No of Calls The total number of calls that satisfied the agreed time duration.

SLA % Answered The percentage of answered calls that met the agreed time duration.

Table 3 - 25: QR11 - Service Level by Queue/Time



SLA Factor SLA Factor for a particular Queue on a particular date and time.

Total Calls The total number of calls for the particular date and time.

Total Calls Answered The total number of calls answered at a particular time, in a particular queue.

Total Calls Abandoned The total calls abandoned at a particular time, in a particular queue.


This field displays the average answer time of calls, below agreed time duration.

SLA No of Calls This field displays the total number of calls that satisfied the agreed time duration.

SLA % Answered This field displays the percentage of answered calls that met the agreed time duration.

Table 3 - 24: QR10 - Service Level by Queue/Date



QR12 - Service Level by Date and TimeA summary report that details calls falling into the Service Level by Date and Time. These reports cover Contact Centre summary, Queue summary and Queue details. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.




Queue(s):



QR13 - GoS by Queue/DateA summary report that details calls falling into the different GoS Levels. These reports cover Contact Centre summary, Queue summary and Queue details. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.

Table 3 - 26: QR12 - Service Level by Date and Time



SLA Factor SLA Factor for a particular Queue on a particular date and time.

Total Calls The total number of calls for the particular date and time.

Total Calls Answered The total number of calls answered at a particular time, in a particular queue.

Total Calls Abandoned The total calls abandoned at a particular time, in a particular queue.





Table 3 - 27: QR13 - GoS by Queue/Date



GoS Factor: Level 1 This field will display the Level 1 GoS factor for a particular Queue on a particular date.


Total Calls This field displays the total number of calls in the selected queues for a particular date.

Total Calls Answered This field displays the total calls answered.

Total Calls Abandoned This field displays the total calls abandoned.

5 - 22



Queue(s)



QR14 - GoS by Queue/TimeA summary report that details calls falling into the different GoS Levels. These reports cover Contact Centre summary, Queue summary and Queue details. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.



Queue(s)



Level 1 % Answered This field will display the % of answered calls in accordance with the level 1 GoS.

Level 1 % Abandoned This field will display the % of abandoned calls in accordance with the level 1 GoS.



Table 3 - 28: QR14 - GoS by Queue/Time



GoS Factor: Level 1 Level 1 GoS factor for a particular Queue on a particular date and time.

GoS Factor: Level 2 Level 2 GoS factor for a particular Queue on a particular date and time.

Total Calls This field displays the total number of calls in the selected queues for a particular date and time.



Level 1 % Answered The % of answered calls in accordance with the time factor of level 1 GoS.

Level 1 % Abandoned The % of abandoned calls in accordance with the level 1 GoS.

Level 2 % Answered The % of answered calls in accordance with the level 2 GoS.

Level 2 % Abandoned The % of abandoned calls in accordance with the level 2 GoS.




QR15 - GoS by Date and TimeA summary report that details calls falling into the different GoS Levels. These reports cover Contact Centre summary, Queue summary and Queue details. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.e



Time period: in one Date is selectable.

Queue(s):



QR16 - Call Detail by SLAA summary report that groups information on the basis of Queue Field. This report displays information on the basis of delivery queue.

Table 3 - 29: QR15 - GoS by Date and Time



GoS Factor: Level 1 This field will display the Level 1 GoS factor for a particular Queue on a particular date and time.

GoS Factor: Level 2 This field will display the Level 2 GoS factor for a particular Queue on a particular date and time

Total Calls This field displays the total number of calls in the selected queues for a particular date and time



Level 1 % Answered This field will display the % of answered calls in accordance with the time factor of level 1 GoS.




Table 3 - 30: QR16 - Call Detail by SLA


Queue The Queue through which the call is delivered to the Agent.

CLI The CLI Number

Date/Time Date and time in accordance with the change of events.

Event The events on the call like Call Alerting, Call Routed, Agent Call Offer, Agent Call Accepted, Call Connected etc.

5 - 24



Time Period

Queue

QR17 - Answered Calls by Skill LevelA summary report of calls that are answered by skill level. It shows the calls answered according to the skill level (abbreviated to the 5 character identifier) in a queue. The following parameters need to be entered to view this report.

Date Range (From-To) Queues (Multiple selection)

The rest of the parameter are disabled. This report help agents to identify the answered calls with respect to skill level.





Routed To The Routed To information. For example if a call is routed on a particular event, it will display the queue to which the call is routed.

SLA If the call fell within the SLA or not, shown as Failed or Passed.

Table 3 - 31: QR17 - Answered Calls by Skill Level



Calls This section displays two stats for the call information

Total This displays the total number of calls in that queue Answered This displays the total number of calls answered

Skill Level Answer Profile This section describes the skill level associated with the calls. This report separates the stats into the various skill levels configured (3 by default, with another 6 available to configure = 9 in total). The skill levels are denoted by the 5 digit identifier configured in the admin software.

Skill Level Answer Profile %

This section describes the % of skill level associated with the calls. This report separates the stats into % of the various skill levels configured (3 by default, with another 6 available to configure = 9 in total). The skill levels are denoted by the 5 digit identifier configured in the admin software.

Total for date The total calls for the date

Report Totals The total calls for the report

Table 3 - 30: QR16 - Call Detail by SLA



QR18 - Incoming Calls by Queue/Skill LevelA summary report for each incoming call on the basis of Queue Skill. A single line of information is provided for skill level which are denoted by the 5 digit identifier configured in the admin software.




Date Selection: For: Date of the Report

Table 3 - 32: QR18 - Incoming Calls by Queue/Skill Level


Total Calls Total number of calls entered in Call Connect. During the Date range selected for the report.









Average Answered Wrap-up

Average wrap-up time availed in the selected Queues(s) after the incoming calls.







5 - 26


Abandoned Calls: Checking this will ignore calls abandoned after the given time from the report.

QR19 - Incoming Calls by Queue- Skill / TimeA summary report for each incoming call on the basis of Queue Skill with respect to time. A single line of information is provided for skill level which is denoted by the 5 digit identifier configured in the admin software.

Table 3 - 33: QR19 - Incoming Calls by Queue- Skill / Time


For Date Specifies the date for which the report has been generated.

Hour Specifies the hour for which the statistics are displayed in the report. For example, 22:00 - 22:59.

Queue Type Specifies the type of queue, that is, either arrival queue or delivery queue.










Average Answered Wrap-up

Average wrap-up time availed in the selected Queues(s) after the incoming calls.











Abandoned Calls: Checking this will ignore calls abandoned after the given time from the report.

QR20-Extended Duration CallsA summary report of inbound calls that exceed a specified Talk Time threshold. A single line of information is provided for each Call.





Talk Time Exceeding Time: Set in Hours, Minutes and Seconds.



Table 3 - 34: QR20 - Extended Duration Calls


Date Specifies the date for which the report has been generated.

Queue Name of the Queue(s) for which the report is generated.

Queue Type Specifies the type of queue, that is, either arrival queue or delivery queue.

Extended Duration The threshold that the report runs against which denotes the extended duration time. This is defined in hours, minutes and seconds

Start Date The start date for the call.

Agent The Agent associated to the call.

Call Start Time The start time for the call.

Alerting Time The total time during which the call was on Alert.


Arrival Queue The name of the arrival Queue to which the call was originated.

Delivery Queue The name of the destination in the Queue to which the call was directed.

Table 3 - 33: QR19 - Incoming Calls by Queue- Skill / Time


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Agent Folder Reports The following historical text reports are available in the Arc Connect Agent folder:

AR01 - Agent Calls by Date AR02 - Agent Calls by Time AR03 - Agent Calls by Queue AR04 - Agent Outbound Calls CLI AR05 - Agent Activity Report AR06 - Agent Activity Summary AR07 - Consolidated Agent Activity Summary AR08 - Agent Unavailability Report AR09 - Completion by Date AR10 - Completion by Time

AR01 - Agent Calls by DateA summary report of Incoming and Outbound Calls for Agents in Call Connect, covering a specified date range. A single line of information is provided for each Agent calls. Totals are given for each reported date.


Queue(s): is to be selected by the user before running the report.

Agent(s): is to be selected by the user before running the report.


AR02 - Agent Calls by TimeA summary report of Incoming and Outbound Calls for Agents in Call Connect, covering a specified date range. A single line of information is provided for each hour. Totals are given for each hour of the reported date.

Table 3 - 35: AR01 - Agent Calls by Date


Total Calls Total number of calls attended by the Agent.

Console Total number of Console Queue calls attended by the Agent.

Others Total number of calls other than the Console attended by the Agent.

Inbound Total talk time Total Talk time for the Inbound calls.

Inbound Average talk time Average Talk time for the Inbound calls.

Inbound Longest talk time Longest Talk time for the Inbound calls.

Total Outbound Calls Total number of Outbound calls attended by the Agent.

Outbound Total talk time Total Talk time for the Outbound calls.

Outbound Average talk time Average Talk time for the Outbound calls.

Outbound Longest talk time Longest Talk time for the Outbound calls.



Total Calls Total number of calls attended by the Agent.





AR03 - Agent Calls by QueueA summary report of Outbound Calls for Agents in Call Connect, covering a specified date range. The information provided covers Agent Login Name, Queue Name, Total Talk Time, Average Answered Talk and Longest Talk Time. A single line of information is provided for each Agent. Totals are given for each reported date.





Console Total number of Console Queue calls attended by the Agent.

Others Total number of calls other than the Console attended by the Agent.


Inbound Average talk time

Average Talk time for the Inbound calls.

Inbound Longest talk time

Longest Talk time for the Inbound calls.

Total Outbound Calls Total number of Outbound calls attended by the Agent.

Outbound Total talk time

Total Talk time for the Outbound calls.

Outbound Average talk time

Average Talk time for the Outbound calls.

Outbound Longest talk time

Longest Talk time for the Outbound calls.

Table 3 - 37: AR03 - Agent Calls by Queue


Agent Login Name Logged in Agent's name.

Queue Name The Queue assigned to that selected Agent.

Total Queue Calls Total number of Queue Calls.

Total Talk Time The total talk time by an Agent for inbound calls.

Average Answered Talk Average Talk time for Answered Call.

Longest Talk Time Longest Talk time for Answered Call in Call Connect.



5 - 30

AR04 - Agent Outbound Calls CLIA summary report of Agent(s) Outbound calls during login session, covering a specified date. The information provided covers Start Time, End Time, Talk Time, CLI, DDI and Call Status. A single line of information is provided for each Call. Totals are given for each reported Agent.





AR05 - Agent Activity ReportA summary report of Agent(s) Activity in Call Connect, covering a specified date. The information provided covers Call Time, Call Event, Reason, Alerting Time, Connected Time, CLI and Call Type. A single line of information is provided for each Call.



Agent Activity: type to be selected by the user before running the report. Choices (Events) are; All Information, Login Logout only and Call Information.



Table 3 - 38: AR04 - Agent Outbound Calls CLI


Start Time Start time of the outbound call.

End Time End time of the outbound call.

Talk Time Talk time of an Agent


DDI Direct Dial Inbound: The number the caller of the abandoned call dialled.

Call Status Status of the outbound call.

Table 3 - 39: AR05 - Agent Activity Report


Time Time when an event has occurred related to the Agent.

Event Event that has occurred. Like, login, logout, unavailable etc.

Alerting Time A counter that displays the time with the call.

Connected Time Time the Agent was connected with the call.


Call Type Internal or External


AR06 - Agent Activity SummaryA summary report of Agent(s) Activities during login session, covering a specified date range. A single line of information is provided for each Agent. Totals are given for each reported Agent.





AR07 - Consolidated Agent Activity SummaryA summary report of Agent(s) Call Activities during login session, covering a specified date range. This report shows the details for Inbound and outbound calls. A single line of information is provided for each Agent. Totals are given for each Agent/report.

Table 3 - 40: AR06 - Agent Activity Summary


Agent Login Name Name of the Agent selected for the report.

Total Total Inbound calls attended by the Agent

Inbound Calls - Availability

Total Available Time for the Agent while in Login Session.

Inbound Calls-Unavailability

Total Unavailable Time for the Agent while in Login Session.

Total Login Time Total Login Time for the Agent while in Login Session. This time is the total of Available and Unavailable time.

Average Talk Time Average Talk Time for the Agent for a call while in Login Session.

Average Wrap-up Time Average Wrap-up Time used for the Agent while in Login Session after answering the calls.

Longest Wrap-up Time Longest Wrap-up Time for the Agent while in Login Session.

No of outbound calls Total number of outbound calls made for the Agent using his/her extension while in Login session.

Total Talk Time Outbound Total Talk Time spent on outbound calls for the Agent while in Login Session.

Average Talk Time Outbound

Average Talk Time for outbound calls for the Agent while in Login Session.

Longest Talk Time Outbound

Longest Talk Time for outbound calls for the Agent while in Login Session.

Table 3 - 41: AR07 - Consolidated Agent Activity Summary


Agent Login Name Name of the Agent selected for the report.

Total Total Inbound calls attended by the Agent

Availability (Inbound Calls)

Total Available Time for the Agent while in Login Session.

5 - 32





AR08 - Agent Unavailability ReportA summary report showing the breaks taken by the Agent(s) during login session. This report can be for a date range as selected by the user. Totals are given for each Agent/Date/report.

The report shows break reason Agent not ready, logged out. This is a break reason that is logged by Arc CT Server in database. Actually Arc CT Server first makes the agent Not Ready and then logs him/her out. So there is no time shown for this reason.

Unavailability (Inbound Calls)

Total Unavailable Time for the Agent while in Login Session.

Total Login Time Total Login Time for the Agent while in Login Session. This time is the total of Available and Unavailable time.

Average Talk Time Average Talk Time for the Agent for a call while in Login Session for incoming calls.

Longest Talk Time Longest Talk Time for the Agent while in Login Session for incoming calls.

Average Wrap-up Time Average Wrap-up Time used for the Agent while in Login Session after answering the calls.

No of outbound calls Total number of outbound calls made for the Agent using his/her extension while in Login session.

Total Talk Time Outbound Total Talk Time spent on outbound calls for the Agent while in Login Session.


Average Talk Time for outbound calls for the Agent while in Login Session.


Longest Talk Time for outbound calls for the Agent while in Login Session.

Table 3 - 42: AR08 - Agent Unavailability Report


Agent Login Name Name of the Agents selected for the report.

Logged in Time This is the actual time at which Agent was logged in the system.

Break Start Time Time that the break was initiated.

Break Type Agents can go for a Break. To do this they have to select an unavailable reason through Agent application. These reasons are shown under this heading.

Table 3 - 41: AR07 - Consolidated Agent Activity Summary




Agent(s) is to be selected by the user before running the report.



AR09 - Completion by DateA summary report of the completion time of calls, covering a specified date range. A single line of information is provided for each Agent. Totals are given each Agent/report.


Agent(s) is to be selected by the agent before running the report.


AR10 - Completion by TimeA summary report for the completion of calls, covering a specified time range. A single line of information is provided for each Agent. Totals are given each Agent/report.

Time Spent On Break Against each reason, this report shows the total amount of time after which Agent actually came back Available in Arc System.

Logged Out Time This is the actual time at which Agent logged out from Arc system.

Total Time Logged In This is the total time for which the Agent remained logged in the Arc System. This is calculated as Total Time Logged In = Total Available Time + Total Unavailable time

Table 3 - 43: AR09 - Completion by Date


Agent Name of the Agent selected for the report

Queue This displays the name of the Queue for which the report is generated.

Completion Group This displays the completion group for the call

Completion Reason This displays the reason for the call


No completion specified This field the number of calls whose completion was specified

Total completion for Queue


Total completions for date This field displays the total calls completed for a particular day.

Table 3 - 44: AR10 - Completion by Time


Agent Name of the Agent selected for the report.

Queue This displays the name of the Queue for which the report is generated.

Time This field shows the time for the call completion.

Table 3 - 42: AR08 - Agent Unavailability Report


5 - 34


Agent(s) is to be selected by the agent before running the report.


Completion Group This displays the completion group for the call.

Completion Reason This displays the reason for the call completion.

Quantity Its displays the quantity of the calls that are completed.

No completion specified This field the number of calls whose completion was specified.

Total completion for Queue


Total completion for Agent

This field displays the total call completions for a particular agent.

Total completions for time This shows the total calls completed for a particular time.

Table 3 - 44: AR10 - Completion by Time



4. Console Connect Reports A wide range of historical text reports is available in the Console Connect section. These reports cover all areas of Console Connect, and are defined in the following folders:

Overview Folder Reports Queue Folder Reports Operator Folder Reports

Overview Folder ReportsThe following historical text reports are available in Console Connect Overview folder:

CN01 - Incoming Calls By Date CN02 - Incoming Calls By Time CN03 - Incoming Calls by Date and Time CN04 - Abandoned Calls CLI Report CN05 - Abandoned Calls Overview By Date CN06 - Abandoned Calls Overview By Time CN07 - Service Level By Date CN08 - Service Level By Time CN09 - Service Level By Date and Time CN10 - GOS By Date CN11 - GOS by Time CN12 - GOS By Date and Time CN13 - Call Routing By Date CN14 - Call Routing By Time

CN01 - Incoming Calls By DateA summary report of Incoming Call Data, covering a specified date range. A single line of information is provided for each 24-hour period.

Table 4 - 1: CN01 - Incoming Calls By Date


Total Calls Total number of call in Console Connect, during the Date range.

Answered Calls Calls answered in Console Connect.

Abandoned Calls Calls abandoned in Console Connect.

Overflowed Calls Calls overflowed to a device or external number in Console Connect.


Calls overflowed due to Night Service or Breakhours.

% Answered Calls answered in Console Connect/Total numbers of calls * 100.

% Abandoned Calls abandoned in Console Connect/Total numbers of calls * 100.

% Overflowed Calls overflowed to a device or external number in all the modules in Console Connect/Total number of calls * 100.


Calls overflowed due to Night Service or Breakhours* 100.

Average Answered Wait Average Wait time for Answered Calls in Console Connect. This is the average time a caller has waited before the call is answered.


Average Talk time for Answered Call in Console Connect.

5 - 2

The following selections are available for this report:Queue(s): is selectable before running the report.Arrival or Delivery Queue: type is selectable before running the report.Date Selection: From: Start Date; To: End Date.Time Selection: From: Start Time, To: End Time.

CN02 - Incoming Calls By TimeA summary report of Incoming Call Data, covering a specified time. A single line of information is provided for each hour.


Average Wait time for Abandoned Call in the Console Connect. This is the average time a caller has waited before the call is Abandoned.




Table 4 - 2: CN02 - Incoming Calls By Time


Total Calls Calls entered in Console Connect. During the date range selected for the Report.

Answered Calls Incoming calls answered in Console Connect within a specified time.

Abandoned Calls Calls abandoned in Console Connect for the specified time range.

Overflowed Calls Calls overflowed to a device or external number in Console Connect.


Calls overflowed due to Night Service or Breakhours, both within and outside of Arc.

% Answered Incoming calls answered in Console Connect/Total numbers of calls * 100.

% Abandoned Calls Abandoned in Console Connect/Total numbers of calls * 100.

% Overflowed Total number of calls Overflowed in all the Console Connect/Total numbers of calls * 100.


Calls overflowed due to Night Service or Breakhours, both within and outside of Arc.

Average Answered Wait Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered.

Average Answered Talk Average Talk time for Answered Call in the Console Connect.


Average Wait time for Abandoned Call in Console Connect. This is the average time a caller has waited before the call is Abandoned.

Table 4 - 1: CN01 - Incoming Calls By Date



The following selections are available for this report:Queue(s): is selectable before running the report.Arrival or Delivery Queue: type is selectable before running the report.Date: For: Date of the Report.Time Selection: From: Start Time; To: End Time.

CN03 - Incoming Calls by Date and TimeAn overview summary report for incoming calls within queues, for a specific date and time. A single line of information is provided for a particular date and time duration.




Table 4 - 3: CN03 - Incoming Calls by Date and Time



Queue Type Type of queue receiving calls.

Hour Displays the reported time.


Total Calls Calls entered in Console Connect. During the Data range selected for the Report.

Answered Calls Calls answered in Console Connect.

Abandoned Calls Calls abandoned in Console Connect.

Overflowed Incoming calls overflowed to a device or External number in all the modules of Arc Connect Suite.

% Answered Total number of calls answered in Console Connect/Total numbers of calls * 100

% Abandoned Total number of calls Abandoned in Console Connect/Total numbers of calls * 100

%Overflowed Total number of calls Overflowed in Console Connect/Total numbers of calls * 100


Average Wait time for Answered Call in Console Connect. This is the average time a caller has waited before the call is answered.




Table 4 - 2: CN02 - Incoming Calls By Time


5 - 4

CN04 - Abandoned Calls CLI ReportA report that provides details of all abandoned calls, for a specific date. Totals are given per Queue. Only calls with a valid CLI are included.

The following selections are available for this report:Queue(s): is selectable before running the report.Date: For: Date of the Report.Time: From: Start Time; To: End Time.

CN05 - Abandoned Calls Overview By DateAn overview summary report for the calls in queues, for a specific date. A single line of information is provided for each hour.

Table 4 - 4: CN04 - Abandoned Calls CLI Report


Time The Time when the call first rang in the Console Connect.

Queue The arrival Queue for the incoming call.


DDI Direct Dial Inbound. The number the caller of the abandoned call dialled.

Ring Duration The Total Time duration for which the call remained in Console Connect.

Table 4 - 5: CN05 - Abandoned Calls Overview By Date




Total Calls Total number of calls entered in Console Connect. During the Data range selected for the Report.

Answered Calls Total number of calls answered in Console Connect.

Abandoned Calls Total number of calls abandoned in Console Connect.





Average Abandoned Wait Average Wait time for Abandoned Call in Console Connect. This is the average time a caller has waited before the call is Abandoned.



CN06 - Abandoned Calls Overview By TimeAn overview summary report for the calls in queues, for a specific date and time. A single line of information is provided for each hour.




Table 4 - 6: CN06 - Abandoned Calls Overview By Time



Time Displays the reported time.













Table 4 - 5: CN05 - Abandoned Calls Overview By Date


5 - 6


CN07 - Service Level By DateThis report shows the details for the calls that fall within Service Level Agreements. This report arranges the call data based on Agreed Answer time. Call data is grouped in dates. A single line of information is reserved for a Date




Include Night Service Calls: Ticking the Check box includes the Queue calls that were passed to the Night service during the reported period.

Include Calls Allotted to the Queue By IVR: Ticking the Check box includes the Queue calls that have been allotted the Queue by any Voice session and these calls were not originally the Queue calls. Including these calls can in reports can affect some of the stats in the report, like if there is a call that has waited for 10 seconds in a voice session and then it was allotted to Queue, and user is including this call in the report, then the average answered time for that call would include the time caller has waited for in the voice session.

CN08 - Service Level By TimeThis report shows the details for the calls that fall within Service Level Agreement. This report arranges the call data based on Agreed Answer time. Call data is grouped in Dates. A single line of information is reserved for an hour.

Table 4 - 7: CN07 - Service Level By Date










Table 4 - 8: CN08 - Service Level By Time















CN09 - Service Level By Date and TimeThis report shows the details for the calls that fall in Service Level Agreement. This report arranges the call data based on Agreed Answer time. Call data is grouped in Hours in the selected Dates. A single line of information is reserved for an hour, and then followed by the report totals. This report focuses the Hours of the day while diagnosing at what time most calls are falling in SLA timings.









Table 4 - 9: CN09 - Service Level By Date and Time










Table 4 - 8: CN08 - Service Level By Time


5 - 8

CN10 - GOS By DateThis report shows the details for the calls that fall within Grade of Service Levels. This report arranges the call data based on Grade of Service levels. Call data is grouped in the selected Dates.

A single line of information is reserved for each date, and then followed by the report totals.







CN11 - GOS by TimeThis report shows the details for the calls that fall within Grade of Service Levels. This report arranges the call data based on Grade of Service levels. Call data is grouped in hours in the selected date. A single line of information is reserved for each hour, and then followed by the report totals.

Table 4 - 10: CN10 - GOS By Date













Table 4 - 11: CN11 - GOS by Time













CN12 - GOS By Date and TimeThis report provides details of the calls that fall within Grade of Service Levels. This report arranges the call data based on Grade of Service levels. Call data is grouped in hours in the selected date. A single line of information is reserved for each hour, and then followed by the report totals. This report focuses the hours of the day while diagnosing at what time most calls are falling in Grade of Service levels.









Table 4 - 12: CN12 - GOS By Date and Time









Table 4 - 11: CN11 - GOS by Time


5 - 10








CN13 - Call Routing By DateA summary report for each Call Filter used for routing calls into queues, covering a specified date range. Totals are given for each Call Filter and for each date in range.





Table 4 - 13: CN13 - Call Routing By Date








Overflowed Calls Total number of calls overflowed to a device or External number in the Console Connect.



% Answered Total number of calls answered in Console Connect /Total numbers of calls * 100


Table 4 - 12: CN12 - GOS By Date and Time




CN14 - Call Routing By TimeA summary report for each Call Filter used for routing calls into queues, for a specific date. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.


Queue Folder Reports The following historical text reports are available in the Console Connect Queue folder:

CS01-Incoming Calls By Queue/Date CS02-Incoming Calls By Queue/Time CS03-Queue Activity By Time CS04-Overflowed Calls By Date CS05-Overflowed Calls By Time CS06-Abandoned Calls by Queue/Date CS07-Abandoned Calls by Queue/Time CS10 - Service Level by Queue/Date CS11 - Service Level by Queue/Time CS12 - Service Level by Date and Time CS13 - GoS by Queue/Date CS14 - GoS by Queue/Time CS15 - GoS by Date and Time CS16 - Call Detail by SLA

Table 4 - 14: CN14 - Call Routing By Time








Overflowed Calls Total number of calls overflowed to a device or External number in Console Connect.





5 - 12

CS01-Incoming Calls By Queue/DateA summary report of Incoming Call Data, covering a specified date range. A single line of information is provided for each 24-hour period.



Table 4 - 15: CS01-Incoming Calls By Queue/Date


Total Calls Total number of calls entered in Console Connect. During the Date range selected for the Report.

Answered Calls Total number of calls answered for selected Queue(s) in Console Connect.

Abandoned Calls Total number of calls abandoned for selected Queue(s) in Console Connect.

Overflowed Calls Total number of calls overflowed to a device or External number for selected Queue(s) in Console Connect.



% Answered Total number of calls answered for selected Queue(s) in Console Connect/Total numbers of calls * 100

% Abandoned Total number of calls Abandoned for selected Queue(s) in Console Connect/Total numbers of calls * 100

% Overflowed Total number of calls Overflowed for selected Queue(s) in Console Connect/Total numbers of calls * 100.



Average Answered Wait Average Wait time for Answered Call for selected Queue(s) in Console Connect. This is the average time a caller has waited before the call is answered.

Average Answered Talk Average Talk time for Answered Call for selected Queue(s) in the Console Connect.


Average Wait time for Abandoned Call for selected Queue(s) in Console Connect. This is the average time a caller has waited before the call is Abandoned.








CS02-Incoming Calls By Queue/TimeA summary report of Incoming Calls for a queue, covering a specified date range. A single line of information is provided for each hour.

Table 4 - 16: CS02-Incoming Calls By Queue/Time





















5 - 14






CS03-Queue Activity By TimeA summary report of activities for a queue, covering a specified date. A single line of information is provided for each Call.





CS04-Overflowed Calls By DateA summary report of overflowed calls for a queue, covering a specified date range. A single line of information is provided for each Queue/Date.

Table 4 - 17: CS03-Queue Activity By Time



Start Time The start time for the answering of calls in a Queue.

End Time The end time for answering the calls in a Queue.


CLI Caller's Line Identification for the incoming external call in the Queue.

DDI Direct Dial Inbound. The number the caller of the abandoned call dialled to the Queue.

Destination The name of the destination in the Queue to which the call was directed.

Outcome It displays the results of the call.

Table 4 - 18: CS04-Overflowed Calls By Date



Total Queue Calls The total number of incoming calls in a Queue.

Total Overflow In The total number of calls overflowed in a respective Queue.







CS05-Overflowed Calls By TimeA summary report of overflowed calls for a queue, covering a specified date. A single line of information is provided for each hour.


Overflow out Queue Limit IThe number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls.

Overflow out No Operators

The number of calls that overflowed to other destination due to no Operators available to answer the call in the Queue.

Overflow out Destination Time Limit

The destination to which the calls were overflowed during the Time limit.

Overflow out Destination Queue Limit

The destination to which the calls were overflowed during the Queue limit.

Overflow out Destination No Operators

The destination to which the calls were overflowed when there were no Operators available in the default Queue.


Night Service Out Destination

The destination to which the calls are overflowed out during the break hours.



Table 4 - 19: CS05-Overflowed Calls By Time


Queue The name of the Queue

Time Limit The number of calls, which were overflowed out to the other selected Queues. Reason being that the time for a call waiting to be answered exceeded the limit.

Queue Limit It displays the number of calls, which were overflowed out to other Queues. Reason being that the Queue could not take the calls.

Destination All the destinations for the Time Limit, Queue Limit, No Operators and Night Service, to which they are overflowed out.

Time Broken into 1 hour slots.

Total Queue Calls Total number of incoming calls in a Queue.

Total Overflow Queue Calls

Total number of calls overflowed in a respective Queue.

Table 4 - 18: CS04-Overflowed Calls By Date


5 - 16





CS06-Abandoned Calls by Queue/DateA summary report of the abandoned calls by Queue/Date. A single line of information is provided for each hour.




Overflow out Queue Limit

The number of calls, which were overflowed out to other Queues. Reason being that the Queue could no more take the calls.


The number of calls that overflowed to other destination due to no Operators available to answer the call in the Queue.


Night Service Out Total Total number of calls overflowed out during the break hours.



Table 4 - 20: CS06-Abandoned Calls by Queue/Date









Table 4 - 19: CS05-Overflowed Calls By Time






CS07-Abandoned Calls by Queue/TimeA summary report of the abandoned calls by Queue/Time. A single line of information is provided for each hour.


Average Abandon Time for Abandoned Calls for selected Queue(s) in Console Connect. This is the average time a caller has waited before the call is Abandoned.




Table 4 - 21: CS07-Abandoned Calls by Queue/Time










Average Abandon Time for Abandoned Calls for selected Queue(s) in Console Connect. This is the average time a caller has waited before the call is Abandoned.

Table 4 - 20: CS06-Abandoned Calls by Queue/Date


5 - 18





CS10 - Service Level by Queue/DateA summary report that details calls falling into Service Levels, grouped by queue and date. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.



Queue(s):


Current/Historical Factors (SLA): selected




Table 4 - 22: CS10 - Service Level by Queue/Date



SLA Factor SLA Factor for a particular Queue on a particular date.

Total Calls This field displays the total number of calls for the particular date in a particular queue.

Total Calls Answered It displays the total number of calls answered on a particular date, in a particular queue.

Total Calls Abandoned Its displays the total calls abandoned on a particular date, in a particular queue.





Table 4 - 21: CS07-Abandoned Calls by Queue/Time



CS11 - Service Level by Queue/TimeA summary report that details calls falling into Service Levels, grouped by queue and time. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.


Date: For:


Queue(s):



CS12 - Service Level by Date and TimeA summary report that details calls falling into Service Levels, grouped by date and time. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.

Table 4 - 23: CS11 - Service Level by Queue/Time



SLA Factor This field displays the SLA Factor for a particular Queue on a particular date and time.

Total Calls This field displays the total number of calls for the particular date and time.

Total Calls Answered It displays the total number of calls answered at a particular time, in a particular queue.

Total Calls Abandoned Its displays the total calls abandoned at a particular time, in a particular queue.





Table 4 - 24: CS12 - Service Level by Date and Time



SLA Factor This field displays the SLA Factor for a particular Queue on a particular date and time.

Total Calls This field displays the total number of calls for the particular date and time.

Total Calls Answered It displays the total number of calls answered at a particular time, in a particular queue.

Total Calls Abandoned Its displays the total calls abandoned at a particular time, in a particular queue.

5 - 20




Queue(s):



CS13 - GoS by Queue/DateA summary report that details calls falling into the different GoS Levels, grouped by queue and date. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.



Queue(s)










Total Calls This field displays the total number of calls in the selected queues for a particular date.







Table 4 - 24: CS12 - Service Level by Date and Time





CS14 - GoS by Queue/TimeA summary report that details calls falling into the different GoS Levels, grouped by queue and time. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.



Queue(s)



CS15 - GoS by Date and TimeA summary report that details calls falling into the different GoS Levels, grouped by date and time. A single line of information is provided for each hour. Totals are given for each Call Filter and for the selected date.

Table 4 - 26: CS14 - GoS by Queue/Time





Total Calls This field displays the total number of calls in the selected queues for a particular date and time.







Table 4 - 27: CS15 - GoS by Date and Time




5 - 22



Time period: in one Date is selectable.

Queue(s):



CS16 - Call Detail by SLAA summary report that groups information by Queue Field. This report displays information on the basis of delivery queue.



GoS Factor: Level 2 This field will display the Level 2 GoS factor for a particular Queue on a particular date and time

Total Calls This field displays the total number of calls in the selected queues for a particular date and time







Table 4 - 28: CS16 - Call Detail by SLA


Queue The Queue through which the call is delivered to the Operator.

CLI This field will display the CLI Number

Date/Time This field will show the date and time in accordance with the change of events.

Event This field will display the events on the call like Call Alerting, Call Routed, Operator Call Offer, Operator Call Accepted, Call Connected etc.

Routed To This field will display the Routed To information. For example if a call is routed on a particular event, it will display the queue to which the call is routed.

SLA This field will display that if the call has passed SLA or not. It will show the statistics as Failed/Passed.

Table 4 - 27: CS15 - GoS by Date and Time



Time Period

Queue

Operator Folder Reports The following historical text reports are available in the Arc Connect Operator folder:

CO01 - Operator Calls by Date CO02 - Operator Calls by Time CO03 - Operator Calls by Queue CO04 - Operator Outbound Calls CLI CO05 - Operator Activity Report CO06 - Operator Activity Summary CO07 - Consolidated Operator Activity Summary CO08 - Operator Unavailability Report

CO01 - Operator Calls by DateA summary report of Incoming and Outbound Calls for Operators in Console Connect, covering a specified date range. A single line of information is provided for each Operator calls. Totals are given for each reported date.



Operator(s): is to be selected by the user before running the report.


Table 4 - 29: CO01 - Operator Calls by Date


Total Calls Total number of calls attended by the Operator.

Console Total number of Console Queue calls attended by the Operator.

Others Total number of calls other than the Console attended by the Operator.


Inbound Average talk time Average Talk time for the Inbound calls.

Inbound Longest talk time Longest Talk time for the Inbound calls.

Total Outbound Calls Total number of Outbound calls attended by the Operator.

Outbound Total talk time Total Talk time for the Outbound calls.

Outbound Average talk time Average Talk time for the Outbound calls.

Outbound Longest talk time Longest Talk time for the Outbound calls.

5 - 24

CO02 - Operator Calls by TimeA summary report of Incoming and Outbound Calls for Operators in Call Connect, covering a specified date range. A single line of information is provided for each hour. Totals are given for each hour of the reported date.




CO03 - Operator Calls by QueueA summary report of Outbound Calls for Operators in Console Connect, covering a specified date range. The information provided covers Operator Login Name, Queue Name, Total Talk Time, Average Answered Talk and Longest Talk Time. A single line of information is provided for each Operator. Totals are given for each reported date.



Table 4 - 30: CO02 - Operator Calls by Date


Total Calls Total number of calls attended by the Operator.

Console Total number of Console Queue calls attended by the Operator.

Others Total number of calls other than the Console attended by the Operator.


Inbound Average talk time

Average Talk time for the Inbound calls.

Inbound Longest talk time

Longest Talk time for the Inbound calls.

Total Outbound Calls Total number of Outbound calls attended by the Operator.

Outbound Total talk time

Total Talk time for the Outbound calls.

Outbound Average talk time

Average Talk time for the Outbound calls.

Outbound Longest talk time

Longest Talk time for the Outbound calls.

Table 4 - 31: CO03 - Operator Calls by Queue


Operator Login Name Logged in operator's name.

Queue Name The Queue assigned to that selected operator.

Total Queue Calls Total number of Queue Calls.

Total Talk Time The total talk time by an operator for inbound calls.

Average Answered Talk Average Talk time for Answered Call.

Longest Talk Time Longest Talk time for Answered Call in Console Connect.




CO04 - Operator Outbound Calls CLIA summary report of Operator(s) Outbound calls during login session, covering a specified date. The information provided covers Start Time, End Time, Talk Time, CLI, DDI and Call Status. A single line of information is provided for each Call. Totals are given for each reported Operator.I





CO05 - Operator Activity ReportA summary report of Operator(s) Activity in Console Connect, covering a specified date. The information provided covers Call Time, Call Event, Reason, Alerting Time, Connected Time, CLI and Call Type. A single line of information is provided for each Call.



Operator Activity: type to be selected by the user before running the report. Choices (Events) are; All Information, Login Logout only and Call Information.



Table 4 - 32: CO04 - Operator Outbound Calls CLI


Start Time Start time of the outbound call.

End Time End time of the outbound call.

Talk Time Talk time of an operator



Call Status Status of the outbound call.

Table 4 - 33: CO05 - Operator Activity Report


Time The Time when an event has occurred related to the operator.

Event Event that has occurred. Like, login, logout, unavailable etc.

Alerting Time A counter that shows the time with the call, as it increases.

Connected Time The time the operator was connected with the call.


Call Type Internal or External

5 - 26

CO06 - Operator Activity SummaryA summary report of Operator(s) Activities during login session, covering a specified date range. A single line of information is provided for each Operator. Totals are given for each reported Operator.





CO07 - Consolidated Operator Activity SummaryA summary report of Operator(s) Call Activities during login session, covering a specified date range. This report shows the details for Inbound and outbound calls. A single line of information is provided for each Operator. Totals are given for each Operator/report.

Table 4 - 34: CO06 - Operator Activity Summary


Operator Login Name Name of the Operator selected for the report.

Total Total Inbound calls attended by the Operator

Inbound Calls - Availability

Total Available Time for the Operator while in Login Session.

Inbound Calls-Unavailability

Total Unavailable Time for the Operator while in Login Session.

Total Login Time Total Login Time for the Operator while in Login Session. This time is the total of Available and Unavailable time.

Average Talk Time Average Talk Time for the Operator for a call while in Login Session.

Average Wrap-up Time Average Wrap-up Time used for the Operator while in Login Session after answering the calls.

Longest Wrap-up Time Longest Wrap-up Time for the Operator while in Login Session.

No of outbound calls Total number of outbound calls made for the Operator using his/her extension while in Login session.

Total Talk Time Outbound Total Talk Time spent on outbound calls for the Operator while in Login Session.


Average Talk Time for outbound calls for the Operator while in Login Session.


Longest Talk Time for outbound calls for the Operator while in Login Session.

Table 4 - 35: CO07 - Consolidated Operator Activity Summary


Operator Login Name Name of the Operator selected for the report.

Total Total Inbound calls attended by the Operator

Availability (Inbound Calls)

Total Available Time for the Operator while in Login Session.






CO08 - Operator Unavailability ReportA summary report showing the breaks taken by the Operator(s) during login session. This report is for a specified date range. Totals are given for each Operator/Date/report.

A Break reason Operator not ready, logged out appears in this report. This break reason is logged by Arc CT Server in database. Actually Arc CT Server first makes the Operator Not Ready and then logs him/her out. So there is no time shown for this reason.

Unavailability (Inbound Calls)

Total Unavailable Time for the Operator while in Login Session.

Total Login Time Total Login Time for the Operator while in Login Session. This time is the total of Available and Unavailable time.

Average Talk Time Average Talk Time for the Operator for a call while in Login Session for incoming calls.

Longest Talk Time Longest Talk Time for the Operator while in Login Session for incoming calls.

Average Wrap-up Time Average Wrap-up Time used for the Operator while in Login Session after answering the calls.

No of outbound calls Total number of outbound calls made for the Operator using his/her extension while in Login session.

Total Talk Time Outbound Total Talk Time spent on outbound calls for the Operator while in Login Session.


Average Talk Time for outbound calls for the Operator while in Login Session.


Longest Talk Time for outbound calls for the Operator while in Login Session.

Table 4 - 36: CO08 - Operator Unavailability Report


Operator Login Name Name of the Operators selected for the report.

Logged in Time This is the actual time at which Operator was logged in the system.

Break Type Operators can go for a Break. To do this they have to select an unavailable reason through Operator application. These reasons are shown under this heading.

Table 4 - 35: CO07 - Consolidated Operator Activity Summary


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Operator(s) is to be selected by the user before running the report.



Time Spent On Break Against each reason, this report shows the total amount of time after which Operator actually came back Available in Arc System.

Logged Out Time This is the actual time at which Operator logged out from Arc system.

Total Time Logged In This is the total time for which the Operator remained logged in the Arc System. This is calculated as Total Time Logged In = Total Available Time + Total Unavailable time

Table 4 - 36: CO08 - Operator Unavailability Report



5. Voice Connect Reports A wide range of historical text reports is available in the Voice Connect section. These reports cover all areas of Voice Connect, and are defined in the following folders:

Overview Folder Reports Session Folder Reports

Overview Folder Reports The following historical text reports are available within the Voice Connect Overview folder:

VC01-Incoming Calls By Date VC02-Total Incoming Calls by Time VC03 - Abandoned Calls CLI Report VC04 - Call Routing by Date VC05 - Call Routing by Time

VC01-Incoming Calls By DateThis is a summary report of Incoming Call Data, for a specified date range. A single line of information is provided for each date.


Table 5 - 1: VC01-Incoming Calls By Date


Total Calls Total number of call entered in Voice Connect during the Date range selected.

Answered Calls Total number of incoming calls answered in Voice Connect.

Abandoned Calls Total number of incoming calls abandoned in Voice Connect.

% Answered Total number of incoming calls answered in Voice Connect /Total numbers of calls * 100

% Abandoned Total number of incoming calls abandoned in Voice Connect /Total numbers of calls * 100

Average Wait Average time a caller has waited before the Voice Connect answered the call.


Average Talk time for Answered Call in Voice Connect.


Average time a caller has waited before the call is Abandoned.


Answer Time Profile These are the five stats maintained for all the answered call in term of wait time.

10: % Calls answered within 10 seconds. 20: % Calls answered between 10 to 20 seconds. 30: % Calls answered between 20 to 30 seconds. 40: % Calls answered between 30 to 40 seconds. 40+: % Calls answered after 40 seconds of wait

5 - 2

Date Selection: From: Start Date; To: End Date.

VC02-Total Incoming Calls by TimeThis is a summary report of Incoming Call Data, covering a specified date range. A single line of information is provided for each hour.



VC03 - Abandoned Calls CLI ReportThis is a report that provides details of all abandoned calls, for a specific date. Totals are given for all sessions selected.

Table 5 - 2: VC02-Total Incoming Calls by Time


Total Calls Total number of call entered in Voice Connect during the hour.

Answered Calls Total number of incoming calls answered in Voice Connect.

Abandoned Calls Total number of incoming calls abandoned in Voice Connect.

% Answered Total number of incoming calls answered in Voice Connect /Total numbers of calls * 100

% Abandoned Total number of incoming calls abandoned in Voice Connect /Total numbers of calls * 100

Average Wait Average time a caller has waited before the Voice Connect answered the call.

Average Answered Talk Time Average Talk time for Answered Call in Voice Connect.




Answer Time Profile These are the five stats maintained for all the answered call in term of wait time.

10: % Calls answered within 10 seconds. 20: % Calls answered between 10 to 20 seconds. 30: % Calls answered between 20 to 30 seconds. 40: % Calls answered between 30 to 40 seconds. 40+: % Calls answered after 40 seconds of wait

Table 5 - 3: VC03 - Abandoned Calls CLI Report


Time of Call Time when the call first rang in Voice Connect.

Queue Name of the Voice Session in which call is being handled.



Ring Duration Total Time duration for which the call remained in Voice Connect.




Time: From: Start Time; To: End Time.

VC04 - Call Routing by DateThis is a summary report for each Call Filter used for routing calls into voice sessions, for a specified date range. Totals are given for each Call Filter type and for each date in selected date range.


Date Selection: From: Start Date; To: End Date.

VC05 - Call Routing by TimeA summary report for each Call Filter used for routing calls into Voice sessions, for a specific date. A single line of information is provided for each hour. Totals are given for each Call Filter type and for the selected date.

Table 5 - 4: VC04 - Call Routing by Date




Reference assigned to the filter

Name of the Voice Session on which the filter is applied.

Total Calls Total number of call entered in Voice Connect during the Date range selected for the Report.

Answered Calls Total number of calls answered in Voice Connect.

Abandoned Calls Total number of calls abandoned in Voice Connect.

Overflowed Calls Total number of calls overflowed to a device or External number from Voice Connect.

Night Service Calls Total number of calls that have fallen in the Break Hours of the Voice Connect voice sessions.

% Answered Total number of calls answered in Voice Connect /Total numbers of calls * 100.

% Abandoned Total number of calls abandoned in Voice Connect /Total numbers of calls * 100.

Table 5 - 5: VC05 - Call Routing by Time




Reference assigned to the filter

Name of the Voice Session on which the filter is applied.

Total Calls Total number of call entered in Voice Connect during the hour.

Answered Calls Total number of calls answered in Voice Connect.

Abandoned Calls Total number of calls abandoned in Voice Connect.

5 - 4



Session Folder Reports The following historical text reports are available within the Voice Connect Session folder. Data shown in these reports is based on the calls handled by voice sessions configured in Voice Connect module.


VR01 - Incoming Calls by Session VR02 - Total Incoming Calls by Session/Time VR03 - Session Activity by Time VR04 - Overflowed Calls by Date VR05 - Overflowed Calls by Time VR06 - Night Service Calls by Date VR07 - Night Service Calls by Time

VR01 - Incoming Calls by SessionThis is a summary report of Incoming Calls, for a specified date range. A single line of information is provided for each Voice Session.

Overflowed Calls Total number of calls overflowed to a device or External number from Voice Connect.

Night Service Calls The total number of calls that have fallen in the Break Hours of the Voice Connect voice sessions.

% Answered Total number of calls answered in Voice Connect /Total numbers of calls * 100.

% Abandoned Total number of calls abandoned in Voice Connect /Total numbers of calls * 100.

Table 5 - 6: VR01 - Incoming Calls by Session


Total Calls Total number of calls entered in Voice Connect during the Date.

Answered Calls Total number of calls answered in Voice Session.

Abandoned Calls Total number of calls abandoned in Voice Session.

% Answered Total number of calls answered in Voice Session/Total numbers of calls * 100

% Abandoned Total number of calls abandoned in Voice Session/Total numbers of calls * 100

Average Answered Wait Average time a caller has waited before the call is answered.

Average Answered Duration Average Talk time for Answered Calls for Session.



Longest Wait Among all the answered calls in a Voice Session, the longest wait a caller has to bear before the call was answered.

Table 5 - 5: VC05 - Call Routing by Time




Session(s): is selectable before running the report.

Arrival or Delivery Session: type is selectable before running the report.


VR02 - Total Incoming Calls by Session/TimeThis is a summary report of Incoming Calls for a session, for a selected date. A single line of information is provided for each hour.



Arrival or Delivery Session type: is selectable before running the report.



VR03 - Session Activity by TimeThis is a summary report of activities for a voice session, covering a specified date. A single line of information is provided for each Call.

Table 5 - 7: VR02 - Total Incoming Calls by Session/Time


Total Calls Total number of calls entered in Voice Connect during the hour.

Answered Calls Total number of calls answered in Voice Session.

Abandoned Calls Total number of calls abandoned in Voice Session.

% Answered Total number of calls answered in Voice Session/Total numbers of calls * 100

% Abandoned Total number of calls abandoned in Voice Session/Total numbers of calls * 100


Average time a caller has waited before the call is answered.

Average Answered Duration

Average Talk time for Answered Calls for Session.



Longest Wait Among all the answered calls in a Voice Session, the longest wait a caller has to bear before the call was answered.

Table 5 - 8: VR03 - Session Activity by Time


Session name Name of the selected voice session for this report.

Start Time Start time for the Call.

End Time End time of the call.

Talk Time Total talk time for the call.

5 - 6


Session: is selectable before running the report.



VR04 - Overflowed Calls by DateThis is a summary report of overflowed calls for a Voice Session, for a specified date range. A single line of information is provided for each Session/Date.




CLI Caller's Line Identification for the incoming external call in the Voice Session.

DDI Direct Dial Inbound. The number the caller dialled.

Destination Final destination of the call where it was answered.

Outcome of the Call Final output of the call, if answered or abandoned.

Table 5 - 9: VR04 - Overflowed Calls by Date


Voice Session Name of the Voice Session for which the report is generated.

Total Session Calls Total number of incoming calls in a Voice Session.

Total Overflow In Total number of calls overflowed in a respective Voice Session.

Overflow In Number of calls overflowed in the selected Voice Session from other call Queues during business hours.

Overflow out Time Limit Number of calls overflowed out to other Queues. Reason being that the time for a call waiting to be answered exceeded the limit.

Overflow out Session Limit

Number of calls overflowed out to other Queues. Reason being that the Voice Session could take no more calls.


Number of calls overflowed to other destination due to No Operators available to answer the call in the Queue.

Total Total number of calls Overflowed Out of the Voice Session.

Overflow out Destination Destination to which the calls were overflowed.



Table 5 - 8: VR03 - Session Activity by Time



VR05 - Overflowed Calls by TimeThis is a summary report of overflowed calls for a session, for a selected date. A single line of information is provided for each hour.





VR06 - Night Service Calls by DateThis is a summary report of Night Service (Break Hours) calls for a Voice Session, for a specified date range. A single line of information is provided for each date.


Table 5 - 10: VR05 - Overflowed Calls by Time


Overflow out Destination Destination to which the calls were overflowed.

Voice Session Name of the Voice Session for which the report is generated.

Total Session Calls Total number of incoming calls in a Voice Session.

Total Overflow In Total number of calls overflowed in a respective Voice Session.

Overflow In Number of calls overflowed in the selected Voice Session from other call Queues during business hours.

Overflow out Time Limit Number of calls overflowed out to the other Queues. Reason being that the time for a call waiting to be answered exceeded the limit.

Overflow out Session Limit Number of calls overflowed out to other Queues. Reason being that the Voice Session could take no more calls.

Overflow out No Agents

Total Total number of calls Overflowed Out of the Voice Session.

% In Calculated percentage of the Overflowed In calls.

% Out Calculated percentage of the Overflowed Out calls.

Table 5 - 11: VR06 - Night Service Calls by Date


Total Voice Session Calls Total number of calls in the voice session.

Overflow In Number of calls overflowed in from other call Queues during business hours.

Overflow Out Number of calls overflowed out to other call Queues during business hours.

% Calls In Calculated percentage of the calls overflowed In.

% Calls Out Calculated percentage of the calls overflowed Out

Night Service Destination Forward destination for the calls that were overflowed during the break hour of the selected voice session.

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VR07 - Night Service Calls by TimeThis is a summary report of Night Service (Break Hours) calls for a Voice Session, for a specified date. A single line of information is provided for each hour.





Table 5 - 12: VR07 - Night Service Calls by Time


Night Service Destination Forward destination for the calls that were overflowed during the break hour of the selected voice session.

Time Hour for the report.

Total Voice Session Calls Total number of calls in the voice session.

Calls In Number of calls overflowed in from other call Queues during business hours.

Calls Out Number of calls overflowed out to other call Queues during business hours.

% Calls In Calculated percentage of the calls overflowed In.

% Calls Out Calculated percentage of the calls overflowed Out.

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