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ENHANCED REPORTING MANAGER

USER’S GUIDE


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TABLE OF CONTENTS TABLE OF CONTENTS .................................................................................................................. 2

ENHANCED REPORTING MANAGER .......................................................................................... 3

LOGGING INTO ENHANCED REPORTING MANAGER ........................................................................ 3 MY PROFILE .................................................................................................................................. 6 CONTACT US ................................................................................................................................ 9 DEFINING REPORT CRITERIA ........................................................................................................ 10 REPORTS ON DEMAND ................................................................................................................ 11 REPORTS SCHEDULER ................................................................................................................. 15

Schedule a Report ................................................................................................................................15 View Scheduled Reports ......................................................................................................................16

CALL FLOW REPORT .................................................................................................................... 18 CALL FLOW GRAPHIC REPORT ..................................................................................................... 19 DIALED NUMBER BY AREA CODE REPORT ..................................................................................... 20 DIALED NUMBER REPORT ............................................................................................................ 22 REPEAT CALLERS SUMMARY REPORT .......................................................................................... 24 CALL TIMES REPORT ................................................................................................................... 27 DAILY PEAKS REPORT ................................................................................................................. 28 HOURLY PEAKS REPORT .............................................................................................................. 30 CALLER ENTERED DIGITS (CED) REPORT ..................................................................................... 33 TRANSFER TO REPORT ................................................................................................................ 34


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ENHANCED REPORTING MANAGER The Enhanced Reporting Manager is a reporting tool accessible through a Web portal interface that allows you to run both ad hoc and scheduled reports. These reports enable you to gather additional information and insight into call trends and caller behavior within your IVR applications. Enhanced Reporting is a historical reporting tool that collects data in 24-hour intervals from two sources: application call detail data from the CenturyLink Hosted IVR platform and from the application system. The Call Times Report derives its values from a combination of CenturyLink Toll Free network data and the Hosted IVR platform data.

CenturyLink will expand the current library of reports over time. Currently, Enhanced Reporting provides the following ten reports (known as Enhanced Standard Reports):

Call Flow

Call Flow Graphic

Call Times

Caller Entered Digits (CED)

Daily Peaks

Dialed Number

Dialed Number by Area Code

Hourly Peaks

Repeat Callers

Transfer To

You have the ability to select the report, the reporting time interval, and the DID (this is the dialed toll free number(s)). You can view, print, and download the report by selecting options within the portal screen.

Note: For EZ Route Customers: Enhanced Reporting is an add-on to the standard EZ

Route product. If you would like access to this feature, contact your CenturyLink account team for more information on how to order Enhanced Reporting.

LOGGING INTO ENHANCED REPORTING MANAGER As a new Enhanced Reporting customer, you should have received a Welcome Letter that contains your Enhanced Reporting Customer ID and PIN/Password. You will need this information to access the reporting manager. In the event that you have not received this Welcome Letter, please contact your CenturyLink account team representative. You can also call the Business Applications Help Desk at 1 877-726-6875 for any questions or concerns regarding access to the reporting portal. (The help desk hours are Monday – Friday 7:00 AM – 9:00 PM Eastern Time)

Note: For EZRoute Customers, your Customer ID and PIN/Password are initially set to

the same Customer ID/PIN as your EZ Route account. If you change your EZ Route PIN/password, the change will not be reflected in the Enhanced Reporting interface. Contact CenturyLink Customer Support for Enhanced Reporting password changes and

resets.


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You can access Enhanced Reporting using a Web browser by entering the following URL: https://contactreports.centurylink.com. The Login screen is shown below.

FIGURE 1. Enhanced Reporting Login Screen

Enter the User ID (User Name) and Password (Password) from your Welcome Letter, and select Log On.

https://contactreports.centurylink.com/


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After successfully logging in, the following screen is displayed.

FIGURE 2. Enhanced Reporting Manager Home Page

This page shows any scheduled reports, along with the date and time they were last run. It also shows any system messages or updates that may be relevant at the time.


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MY PROFILE There are two types of user profiles:

“Admin Users” can run On-Demand Reports, schedule reports, and create, edit, and delete regular user accounts to access their company’s reports.

“Regular Users” can On-Demand Reports and schedule reports.

Click the “My Profile” tab to view a summary of user profile information.

FIGURE 3. Enhanced Reporting Manager “Admin User” My Profile Page

To change the e-mail address: enter the new address in the “Primary Contact” field.

To change how On-Demand reports are displays, use the “Open On-Demand Reports in new window” check box. When the box is checked On-Demand reports will display in a new Internet Explorer window. When the box is not checked, On-Demand Reports will display below the report setup work area in the current Internet Explorer window.

Note: The default setting for displaying On-Demand Reports is in a new window (box

checked). You must have your browser set to allow pop-up windows from this web site, to use this feature. If your internet security settings do not allow popup windows, you must un-check this box.

To change the password: enter the new password in the “New Password” and “Confirm New Password” fields.

To save changes to profile data or the On-Demand display settings click the “Update” button.

To add a “Regular User”: Enter a unique User ID in the “New Login Account:” text box, enter a password in the “New Account Password” text box, and click the “Add” button. The new account information will appear in the accounts table below the “Add” button.


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Note: User ID’s must be unique to the ERM system, not just unique to your company. If

you enter a User ID that already exists an error message will appear instructing you to enter another User ID.

To edit an existing “Regular User” login information: Click the “Edit” link for the desired account in the accounts table, make the desired changes to either the User ID or password, and click the “Update link. The updated account information will appear in the accounts table.

To delete an existing “Regular User”: Click the “Delete link for the desired account in the accounts table and click “OK” in the pop up message box to confirm the action. The deleted account will no longer appear in the accounts table.

Note: If no “Regular User” account exist the accounts table will not be displayed.

FIGURE 4. Enhanced Reporting Manager “Regular User” My Profile Page

To change the e-mail address: enter the new address in the “Primary Contact” field.

To change how On-Demand reports are displays, use the “Open On-Demand Reports in new window” check box. When the box is checked On-Demand reports will display in a new Internet Explorer window. When the box is not checked, On-Demand Reports will display below the report setup work area in the current Internet Explorer window.

Note: The default setting for displaying On-Demand Reports is in a new window (box

checked). You must have your browser set to allow pop-up windows from this web site, to use this feature. If your internet security settings do not allow popup windows, you must

un-check this box.


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To change the password: enter the new password in the “New Password” and “Confirm New Password” fields.

To save changes to profile data or the On-Demand display settings click the “Update” button.


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CONTACT US Click the “Contact Us” tab to view contact information for various CenturyLink support centers and help desks.

FIGURE 5. Enhanced Reporting Manager Contact Us Page


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DEFINING REPORT CRITERIA Reports can either be run on demand for ad hoc reporting, or scheduled. For either delivery method you will define the parameters you wish to report on. You must select the report to be run (or scheduled) and define the following parameters:

Applications

Direct inward dialing (DID) numbers to be reported on

Note: DID numbers are the toll free numbers assigned to your HIVR application. (For EZ

Route it is the number “published” with the EZ Route application by the EZ Route

application designer.)

FIGURE 6. Parameter Definition

Note: Items in the lists can be selected one at a time by highlighting the desired item and

clicking the single arrow button, or you can select all by clicking the double arrow button. Use the “shift” key and click to select multiple items. You can also use the search boxes to type a application name or DID number to search for a specific item.

Report Parameter Field Descriptions

Field Description

Select Application(s) Required. List of available IVR applications that are assigned to the user’s profile.

Select Number(s) Required. List of all the toll free numbers assigned to all of the selected application.

Note: For more reporting criteria specific to Reports on Demand and Scheduled Reports,

please see appropriate section below.


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REPORTS ON DEMAND Reports can be run “On Demand” on an ad hoc basis. These can be run at any time based on user defined parameters.

To run an On Demand report:

Click the desired report name from the list under “Reports On Demand” on the left side of any page.

FIGURE 7. Reports on Demand Navigation List

Select the Application(s) and Number(s) to be reported on (as described above).

Define Start and End Dates and Start and End Hours of the reported data, and select the Days of Week to be reported (initially all days selected).

Click the “Run Report” button to display the desired report. The report will display below the report configuration area of the web page (use the Internet Explorer side scroll bar to scroll down and view the report).

FIGURE 8. Additional On Demand Report Parameters

On Demand Report Parameter Field Descriptions

Field Description

Start Date: Required. Enter a date to start the reported data, or select from the calendar. Data is available from the time your Enhanced Reporting service was started.

End Date: Required. Enter a date to end the reported data, or select from the calendar. The system processes call data on a 24-hour cycle. Yesterday’s calls are available today. Today’s calls will be available tomorrow.

Start Hour: Required: Enter the hour to start the reported data. Enter whole hours on a 24 hour clock format. 0 (zero) being midnight and 23 being 11:00 pm.

End Hour: Required: Enter the hour to end the reported data. Enter whole hours on a


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Field Description

24 hour clock format. 0 (zero) being midnight and 23 being 11:00 pm.

On Day(s) of Week: Required: Select the day(s) to be reported on. For example if you only wanted to report on week days, you would select Monday – Friday. By default all days are initially selected.

Exporting or printing On Demand Reports:

To print a report, click the print icon on the upper right of the report page. This will initiate a standard print dialog.

Note: Printing reports directly from the ERM requires a Microsoft Active X. If your system

security does not allow Active X controls you can export the report as a .PDF to your hard

drive, and print the exported file.

To export a report, select the file format you with to export to (.PDF or .CSV) from the drop down list at the top of the report page. Then click “export”, this will initiate a standard open/save file dialog.

FIGURE 9. On-Demand Report Navigation, Export, and Print

Note: Most reports are too wide to be viewed entirely with the web page. Use the bottom

scroll bar under the report to scroll left and right on the page. Use the zoom feature to the

left of export format list to zoom in and out of the report.

Reports exported in .PDF format will be an image of the report as it appears when you clicked “export” including any expanded or collapsed groups or sub-groups.

Reports exported in .CSV format will be comma delimited file with all of the data fields down to the most detailed sub-group. The first row of the file will be the column headers for each field. Each row of .CSV data will have the values for are all the groups and sub-groups that apply to the most detailed data element. For example: The most detailed data level in the Dialed Number by Area Code report is the HOD (Hour of Day); so for each hour of day with a record, there will be a row in the .CSV that has all the aggregate data for the Application accessed, the DID (toll free number) dialed, the Area Code of the calling party, and the DOW (Day of Week) the call was made.

Note: Exporting in .CSV format includes all of the raw data for a given report. These can

be large files that are difficult to read. This feature is intended to be used when extensive detailed data analysis is required.

Sample .CSV file column headers (Dialed Number by Area Code)

Column Header Description

AppName The name of the application. Defines the Application Name group of data.

AppTotalCalls The total calls for the selected application. All rows with the same AppName will have the same value for this field.

AppTotalTransfers The total number of calls transferred from the given application. All rows with the same AppName will have the same value for this field.

AppTransferPercentage The percentage of total application calls transfer from the applications. All rows with the same AppName will have the same value for this field.


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AppAvgCallTime The average call-time for all calls to the given application. All rows with the same AppName will have the same value for this field.

AppAvgIvrTime The average IVR-time for all calls to the given application. All rows with the same AppName will have the same value for this field.

AppAvgHoldTime The average hold-time for all calls to the given application. All rows with the same AppName will have the same value for this field.

AppAvgTalkTime The average talk-time for all calls to the given application. All rows with the same AppName will have the same value for this field.

DID The number dialed to access a given application. Defines the Dialed Number sub-group of data.

DIDTotalCalls The total calls for the selected Dialed Number. All rows with the same DID will have the same value for this field.

DIDTotalTransfers The total number of calls transferred from the given Dialed Number. All rows with the same DID will have the same value for this field.

DIDTransferPercentage The percentage of total application calls transfer from the Dialed Number. All rows with the same DID will have the same value for this field.

DIDAvgCallTime The average call- time for all calls to the given Dialed Number. All rows with the same DID will have the same value for this field.

DIDAvgIvrTime The average IVR-time for all calls to the given Dialed Number. All rows with the same DID will have the same value for this field.

DIDAvgHoldTime The average hold-time for all calls to the given Dialed Number. All rows with the same DID will have the same value for this field.

DIDAvgTalkTime The average talk-time for all calls to the given Dialed Number. All rows with the same DID will have the same value for this field.

AreaCode The area code of the phone numbers that called a given Dialed Number. Defines the AreaCode sub-group of data.

AreaCodeTotalCalls The total calls for the selected Area Code. All rows with the same AreaCode will have the same value for this field.

AreaCodeTotalTransfers The total number of calls from the given Area Code transferred from the given Dialed Number. All rows with the same AreaCode will have the same value for this field.

AreaCodeTransferPercentage The percentage of total calls from the given Area Code transfer from the Dialed Number. All rows with the same AreaCode will have the same value for this field.

AreaCodeAvgCallTime The average call-time for all calls to the given Dialed Number from the given Area Code. All rows with the same AreaCode will have the same value for this field.

AreaCodeAvgIvrTime The average IVR-time for all calls to the given Dialed Number from the given Area Code. All rows with the same AreaCode will have the same value for this field.

AreaCodeAvgHoldTime The average hold-time for all calls to the given Dialed Number from the given Area Code. All rows with the same AreaCode will have the same value for this field.

AreaCodeAvgTalkTime The average talk-time for all calls to the given Dialed Number from the given Area Code. All rows with the same AreaCode will have the same value for this field.


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DOW The day of week the callers from a given area code dialed a given DID to access a given application. Defines the DOW sub-group of data.

DOWTotalCalls The total calls for the selected Area Code on a given day of the week. All rows with the same DOW will have the same value for this field.

DOWTotalTransfers The total number of calls from the given Area Code transferred from the given Dialed Number on the given day of the week. All rows with the same DOW will have the same value for this field.

DOWTransferPercentage The percentage of total calls from the given Area Code transfer from the Dialed Number on the given day of the week.

DOWAvgCallTime The average call-time for all calls to the given Dialed Number from the given Area Code on the given day of the week. All rows with the same DOW will have the same value for this field.

DOWAvgIvrTime The average IVR-time for all calls to the given Dialed Number from the given Area Code on the given day of the week. All rows with the same DOW will have the same value for this field.

DOWAvgHoldTime The average hold-time for all calls to the given Dialed Number from the given Area Code on the given day of the week. All rows with the same DOW will have the same value for this field.

DOWAvgTalkTime The average talk-time for all calls to the given Dialed Number from the given Area Code on the given day of the week. All rows with the same DOW will have the same value for this field.

HOD The hours of the day on the given day of week the callers from a given area code dialed a given DID to access a given application.

HODTotalCalls The total calls for the selected Area Code on a given day of the week at a given hour of the day.

HODTotalTransfers The total number of calls from the given Area Code transferred from the given Dialed Number on the given day of the week at a given hour of the day.

HODTransferPercentage The percentage of total calls from the given Area Code transfer from the Dialed Number on the given day of the week at a given hour of the day.

HODAvgCallTime The average call-time for all calls to the given Dialed Number from the given Area Code on the given day of the week at a given hour of the day.

HODAvgIvrTime The average IVR-time for all calls to the given Dialed Number from the given Area Code on the given day of the week at a given hour of the day.

HODAvgHoldTime The average hold-time for all calls to the given Dialed Number from the given Area Code on the given day of the week at a given hour of the day.

HODAvgTalkTime The average talk-time for all calls to the given Dialed Number from the given Area Code on the given day of the week at a given hour of the day.


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REPORTS SCHEDULER Reports can be scheduled to run on a periodic basis and delivered in either PDF or CSV formats to an e-mail address. Scheduled reports can also be viewed in the online Enhanced Reporting Manager.

SCHEDULE A REPORT

To schedule a report to be run:

Click “Schedule a Report” under “Reports Scheduler” on the left side of any page.

FIGURE 10. Reports Scheduler Navigation List

Enter a name for the new scheduled report and select the report to be scheduled.

FIGURE 11. Schedule a Report, Report Name and Type.

Select the Application(s) and Number(s) to be reported on (as described above).

Define the Start and End Hours, enter the Start and End Schedule on dates, select the render format of the report (.PDF or .CSV) enter the e-mail address where the reports will be delivered, and enter the time to deliver the reports.

FIGURE 12. Additional Scheduled Report Parameters

Select the report Recurrence.


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FIGURE 13. Scheduled Report Recurrence Parameters

Click the “Create Report” button to initiate the scheduled report.

Scheduled Reports Parameter Field Descriptions

Field Description

Start Hour: Required: Enter the hour to start the reported data. Enter whole hours on a 24 hour clock format. 0 (zero) being midnight and 23 being 11:00 pm.

End Hour: Required: Enter the hour to end the reported data. Enter whole hours on a 24 hour clock format. 0 (zero) being midnight and 23 being 11:00 pm.

Start Schedule on: Required. Enter a date to start the running the scheduled reports, or select from the calendar. Data is available from the time your Enhanced Reporting service was started.

End Schedule on: Optional. Enter a date to stop running the scheduled reports, or select from the calendar. Leave blank if no end date is desired.

Recipient E-mail Address(s)

Required: Enter one or more e-mail addresses to deliver scheduled reports to. Separate multiple addresses with a semicolon (;).

Deliver Report at: Required: Enter a time to deliver the scheduled report and select the time zone from the drop down list. Time is entered in whole hours in 12 hour format (for example 10:00 A.M.), you can also click the clock icon to select a time from a list.

Select Recurrence: Required: Click the radio button to choose the desired scheduled report recurrence, and the appropriate report schedule.

Daily: This scheduled report will contain data for the previous 24 hours at the scheduled run time. Select the day(s) on which to run the report (check boxes Sun – Sat).

Weekly: This scheduled report will contain data for the previous 7 days at the scheduled run time. Select a day on which to run this schedule every week (radio buttons Sun – Sat).

Monthly: This scheduled report will contain data for the previous calendar month at the scheduled run time. Select a day on which to run this schedule every month (drop down list 1

st – 4

th and last,

and drop down list of Sunday through Saturday).

VIEW SCHEDULED REPORTS

To view a list of scheduled reports and the date each was last run: Click “View Scheduled Report” under “Reports Scheduler” on the left side of any page.


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FIGURE 14. View Scheduled Reports List

To view a scheduled report’s configuration settings: Click the “Edit” link for the desired report.

To delete a scheduled report: Click the “Delete” link for the desired report.


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CALL FLOW REPORT This report provides insight into what nodes are being selected by the callers. You can use the Call Flow Report to determine whether the application as designed is achieving the intended result. For example: You designed the application to provide callers with information without requiring the callers to transfer to a person or other system. The report shows a high number of callers requesting a transfer. The message callers hear, or the application design, is not meeting the caller’s needs. Based upon this information, the application designer makes a change to the application to increase (contain) the number of callers who successfully receive what they need within the call without requesting a transfer.

The following figures show an example of a call flow report with various data elements expanded or collapsed. (The following two pictures are of the same report demonstrating different levels of detail.)

FIGURE 15. Call Flow Report

The above report contains the following information.

Application Name

The name of the applications selected when defining the report criteria. This field can be expanded or collapsed to show the dialed number selected for that application.

Dialed number

The dialed numbers, assigned to each application, that were selected when defining the report criteria. This field can be expanded or collapsed to show the node names for each dialed number.

Note: To expand or collapse a given field, click the box next to the desired group to be

expanded or collapsed. A box with a “+” is collapsed and can be clicked to expand the group. A box with a “-“ is expanded and can be click to collapse the group.

Data fields can only be expanded and collapsed when a report is viewed On-Demand and within the web interface. Scheduled or exported reported reports in .PDF or .CSV formats

will show all data fields expanded.


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Node Name

The application node name as defined in the call flow. This field is shown only when the dialed number field is expanded.

Total # of calls (A)

The total number of calls accessing the selected application or dialed number for the selected time interval.

Total number of node hits (B)

The total number of application nodes selected by callers while in the application across the defined time interval.

Average node hits per call (B/A)

The total number of node hits divided by the total number of calls.

Note: A node shows a value only if the node was selected or traversed. No node will show

if a report request is for a node that has not been traversed during the selected interval.

CALL FLOW GRAPHIC REPORT This report provides a graphic view of your IVR application and how many times each node is encountered during the defined time span.

The following figures show an example of a Cal Flow Graphic Report.

FIGURE 16. Call Flow Graphic Report The above report contains the following information.

Application Name


Total Calls


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The total number of call that were made to the application during the defined time span.

Call Flow

A hierarchical display of all the nodes in the IVR application. Nodes are indented to represent their relationship with other nodes. Each node in the application is represented regardless if the node was encountered by callers during the defined time span. The EZ Route icon that represents the node is displayed to the right of the node name. This field can be expanded to show the percentage of DID that accessed a given node.

Dialed number

The dialed numbers, assigned to each application, that were selected when defining the report criteria.



Data fields can only be expanded and collapsed when a report is viewed On-Demand and within the web interface. Scheduled or exported reported reports in .PDF or .CSV formats

will show all data fields expanded.

Total Node Hits (B)

The total number of time an application node was selected by callers while in the application across the defined time interval.

%

The percentage of total calls that hit the given node.

Average node hits per call (B/A)

The total number of node hits divided by the total number of calls.

DIALED NUMBER BY AREA CODE REPORT The Dialed Number by Area Code Report groups the area codes of calling number caller ID (ANI) and displays both transfer data and average call times for each selected ANI during the defined time interval.

This report provides insight into caller location and correlates that with business hours and business processes. You can use the Dialed Number by Area Code Report with other report data to determine process effectiveness. Also, you may compare the transfer data to incoming call data from the transfer end-point numbers. This comparison may provide insight into whether the caller is completing the call after the transfer or hanging up.

The following figure shows the Dialed Number by Area Code Report.


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FIGURE 17. Dialed Number by Area Code Report The above report contains the following information.

Application Name


Dialed number

The dialed numbers assigned to each application that were selected when defining the report criteria. This field can be expanded or collapsed to show the area code of the callers that called each dialed number.

Area Code

The unique area codes that have called the selected dialed number during the defined time interval. This field can be expanded or collapsed to show the days of the week the dialed number received calls.

Day of Week

The days of the week the selected dialed numbers received calls during the defined time interval. This field can be expanded or collapsed to show the hours of the day the dialed number received calls on the selected day.




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Data fields can only be expanded and collapsed when a report is viewed On-Demand and within the web interface. Scheduled or exported reported reports in .PDF or .CSV formats will show all data fields expanded.

Hour of Day

The hour of the day on the selected day of the week the selected dialed numbers received calls during the defined time interval.

Total Calls (A)

The total number of calls accessing the selected application for the selected time interval.

Transfers

# of Xfers (B)

The total number of calls transferred from the chosen application to the number designated by the administrator for the selected time interval.

% of Calls Xfered (B/A)

The percentage value of total calls divided by the number of calls transferred.

Call Times

Time is formatted in [hh:]mm:ss. If hours equals zero, then only mm:ss is displayed.

Avg Call Time ([hh:]mm:ss)

The total call-time (time from call initiation to hang-up) of the Total Calls divided by the number of Total Calls.

Avg IVR Time ([hh:]mm:ss)

The total IVR-time (time from when a caller enters the application to when the call is transferred from the application) of the Total Calls divided by the number of Total Calls.

Avg Hold Time ([hh:]mm:ss)

The total hold-time (time from when a call is transferred from the IVR application to when the call is answered by a destination number) of the Total Calls divided by the number of Total Calls. Note: This field has a zero value unless the application is integrated and communicating with a customer automatic call distributor (ACD) system. The hold time is the time from when the application requests a route destination until that destination accepts the transferred call.

Avg Talk Time ([hh:]mm:ss)

The total talk-time (time from when a call is answered by the destination number to the time the call is disconnected) of the Total Calls divided by the number of Total Calls. Note: The current release links, or bridges, the incoming call when the application transfers the caller to another number. Talk Time is measured for the duration this bridged call is active.

DIALED NUMBER REPORT The Dialed Number report displays both transfer data and average call times for each selected DID.

The following figure show the dialed number report.


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FIGURE 18. Dialed Number Report

The above report contains the following information.

Application Name


Dialed number

The dialed numbers assigned to each application that were selected when defining the report criteria. This field can be expanded or collapsed to show the days of the week that each dialed number was called.

Day of Week

The days of the week the selected dialed numbers received calls during the defined time interval. This field can be expanded or collapsed to show the hours of the day the dialed number received calls on the selected day.





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Hour of Day

The hour of the day on the selected day of the week the selected dialed numbers received calls during the defined time interval.

Total Calls (A)

The total number of calls hitting an application across the selected time interval.

Transfers

# of Xfers (B)

The total number of calls transferred from the chosen application to the number designated by the administrator for the selected time interval.

% of Calls Xfered (B/A)

The percentage value of total calls divided by the number of calls transferred.

Call Times

Time is formatted in [hh:]mm:ss. If hours equals zero, then only mm:ss is displayed.

Avg Call Time ([hh:]mm:ss)

The total call-time (time from call initiation to hang-up) of the Total Calls divided by the number of Total Calls.

Avg IVR Time ([hh:]mm:ss)

The total IVR-time (time from when a caller enters the application to when the call is transferred from the application) of the Total Calls divided by the number of Total Calls.

Avg Hold Time ([hh:]mm:ss)

The total hold-time (time from when a call is transferred from the IVR application to when the call is answered by a destination number) of the Total Calls divided by the number of Total Calls. Note: This field has a zero value unless the application is integrated and

communicating with a customer automatic call distributor (ACD) system. The hold time is the time from when the application requests a route destination until that destination accepts the transferred call.

Avg Talk Time ([hh:]mm:ss)

The total talk-time (time from when a call is answered by the destination number to the time the call is disconnected) of the Total Calls divided by the number of Total Calls. Note: The current release links, or bridges, the incoming call when the application

transfers the caller to another number. Talk Time is measured for the duration this bridged call is active.

REPEAT CALLERS SUMMARY REPORT The Repeat Callers Summary Report displays the number of individual phone numbers that called an application (ANIs) and the number of unique ANIs that have called multiple times. The report also displays a list of each ANI calling the application and the number of times the ANI called within the defined time interval.

The following figure shows a sample Repeat caller report:


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FIGURE 19. Repeat Callers Report

The report contains the following information.

Application Name


Dialed number

The dialed numbers assigned to each application that were selected when defining the report criteria. This field can be expanded or collapsed to show the specific telephone numbers that called the selected dialed number.




ANI

The specific telephone number that called the dialed number during the selected time interval. For application and DID rows this will display the total number of unique ANIs that have called the application during the defined time interval.

Total Calls

The total number of calls a given ANI placed to the dialed number over the defined time interval. For the Application and DID rows this is the total number of calls to the given application or DID.

1

The total number of unique ANIS that called the DID once during the defined time interval. For the ANI rows this will be 1 if the Total Calls for that ANI equals 1.

%

The percentage of total calls called the DID once during the defined time interval. For the ANI rows this will be blank.

2


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The total number of unique ANIS that called the DID twice during the defined time interval. For the ANI rows this will be 1 if the Total Calls for that ANI equals 2.

%

The percentage of total calls called the DID twice during the defined time interval. For the ANI rows this will be blank.

3

The total number of unique ANIS that called the DID three times during the defined time interval. For the ANI rows this will be 1 if the Total Calls for that ANI equals 3.

%

The percentage of total calls called the DID three times during the defined time interval. For the ANI rows this will be blank.

4

The total number of unique ANIS that called the DID four times during the defined time interval. For the ANI rows this will be 1 if the Total Calls for that ANI equals 4.

%

The percentage of total calls called the DID four times during the defined time interval. For the ANI rows this will be blank.

5 - 10

The total number of unique ANIS that called the DID between five and ten times during the defined time interval. For the ANI rows this will be 1 if the Total Calls for that ANI is between 5 and 10.

%

The percentage of total calls called the DID between five and ten times during the defined time interval. For the ANI rows this will be blank.

11 - 50

The total number of unique ANIS that called the DID between eleven and fifty times during the defined time interval. For the ANI rows this will be 1 if the Total Calls for that ANI is between 11 and 50.

%

The percentage of total calls called the DID between eleven and fifty times during the defined time interval. For the ANI rows this will be blank.

51 - 100

The total number of unique ANIS that called the DID between fifty-one and one hundred times during the defined time interval. For the ANI rows this will be 1 if the Total Calls for that ANI is between 51 and 100.

%

The percentage of total calls called the DID between fifty-one and one hundred times during the defined time interval. For the ANI rows this will be blank.

100+

The total number of unique ANIS that called the DID between more than one hundred times during the defined time interval. For the ANI rows this will be 1 if the Total Calls for that ANI is greater than 100.

%


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The percentage of total calls called the DID more than one hundred times during the defined time interval. For the ANI rows this will be blank.

CALL TIMES REPORT Note: This report is for customers on CenturyLink Hosted IVR release 6.5.4 or later. The Talk Time data shown in this report is derived from the CenturyLink Toll Free Network data. For customers whose application resides on CenturyLink Hosted IVR 5.2.1 release, the talk time date will be blank in this report. For more information regarding CenturyLink Hosted IVR platform releases, contact the Business Application Help Desk: 1 877-726-6875. (Monday – Friday 7:00 A.M. – 9:00 P.M. Eastern Time)

The Call Times Report displays various call times for selected applications in both summary and detailed views. The summary view provides totals and averages for call time, IVR time and talk time for each dialed number to a selected application. The detail view provides totals for call time, IVR time, and talk time and the transfer number for each individual call (ANI) to each dialed number to a selected application.

The following figure shows a sample Call Times Report.

FIGURE 20. Call Times Report


Application Name


Dialed number





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ANI

The specific telephone number that called the dialed number during the selected time interval. For application and DID rows this will display “total”.

Call Start Time

The date and time the call accessed the application. For the application and DID rows this will the total call that call the application or DID.

IVR Time

The amount of time a call spends in the IVR application, from the time the call accesses the application to the time the call is transferred from the application. Displayed in minutes and seconds (mm:ss). For the Application and DID rows this will be the total IVR time for all calls.

Talk Time

The amount of time a call spends at the transfer destination, from the time the call is transferred from the application to the time the call is disconnected. Displayed in minutes and seconds (mm:ss). For the Application and DID rows this will be the total talk time for all calls.

Calculated Call Time

The sum of IVR Time and Talk Time. Displayed in minutes and seconds (mm:ss). For the Application and DID rows this will be the total calculated call time for all calls.

Transfer Number

The telephone number the application transferred the call to. For the Application and DID rows this will be bank.

DAILY PEAKS REPORT The Daily Peaks Report displays the maximum number of concurrent calls that occurred for each full day across the defined time span. The data is displayed in both graphical and tabular form. The graphical display can be hidden to display only the tabular data.

This report shows the peak number of concurrent calls for all IVR applications and Dialed Numbers associated with your account. When defining the report parameters, only the Start and End Dates, the Start and End Hours, and the Days of the Week are defined.

The following figure shows the report parameters for the Daily Peaks Report.


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FIGURE 21. Daily Peaks Report Parameters Page

The following figure shows a sample Daily Peaks Graphical Report.

FIGURE 22. Daily Peaks Graphic Report

The vertical bar graph contains the following information.

Peak Calls:

The maximum number of concurrent calls for a given day are displayed on the Y Axis.

Days:

The days of the date range defined in the report parameters are displayed on the X Axis.


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Note: To hide the graphic report, click the “+” in the box next to the word “graph” above

the image. To display a hidden graph, click the “-“ in the box next to the word “Graph”.

The following figure shows a sample Daily Peaks Graphical Tabular Report.

FIGURE 23. Daily Peaks Tabular Report


Date:

The date of the days within the time span defined in the report parameters. You can click a desired date to display the Hourly Peaks Report for that day in the say browser window (See Hourly Peaks Report below for details).

Peak No. of Calls

The maximum number of concurrent calls displayed for the given day.

Note: The last row of the table displays the “Period Peak” value for the defined time span.

This is the maximum value of peak calls for the define time period.

HOURLY PEAKS REPORT The Hourly Peaks Report displays the maximum number of concurrent calls that occurred for each full hour across the defined day. The data is displayed in both graphical and tabular form. The graphical display can be hidden to display only the tabular data.


31

This report shows the peak number of concurrent calls for all IVR applications and Dialed Numbers associated with your account. When defining the report parameters, only the Start Date, the Start and End Hours, and the Days of the Week are defined.

The following figure shows the report parameters for the Hourly Peaks Report.

FIGURE 24. Hourly Peaks Report Parameters Page

The following figure shows a sample Hourly Peaks Graphical Report.

FIGURE 25. Hourly Peaks Graphic Report

The vertical bar graph contains the following information.

Peak Calls:

The maximum number of concurrent calls for a given hour are displayed on the Y Axis.


32

Hours:

The hours of the day defined in the report parameters are displayed on the X Axis.

Note: To hide the graphic report, click the “+” in the box next to the word “graph” above

the image. To display a hidden graph, click the “-“ in the box next to the word “Graph”.

The following figure shows a sample Daily Peaks Graphical Tabular Report.

FIGURE 26. Daily Peaks Tabular Report


Time:

The time of the day within the date defined in the report parameters.

Peak No. of Calls:

The maximum number of concurrent calls displayed for the given hour.

Peak Occurred At:

The time at which the maximum number of concurrent calls occurred during the given hour.

Note: The last row of the table displays the “Daily Peak” value for the defined day. This is

the maximum value of peak calls for the day.


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CALLER ENTERED DIGITS (CED) REPORT

The Caller Entered Digits Report displays the unique responses caller entered at given interaction nodes and the number of time those responses were entered.

Note: Currently this report is only available for EZ Route applications.

The following figure shows a sample Caller Entered Digits Report.

FIGURE 27. Caller Entered Digits Report


Application Name


Dialed number


Node Name

The name of the caller interaction node that is collecting caller entered digits.




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CED

The unique caller entered digits that were collected at the given node.

Count

The number of time a given CED string was entered by callers during the defined time span.

TRANSFER TO REPORT

The Caller Entered Digits Report displays the unique responses caller entered at given interaction nodes and the number of time those responses were entered.

Note: Currently this report is only available for EZ Route applications.

The following figure shows a sample Caller Entered Digits Report.

FIGURE 28. Caller Entered Digits Report


Application Name


Transfer To


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The telephone number the application transferred the call to. For the Application and DID rows this will be bank. This field can be expanded or collapsed to show the dialed numbers that accessed the application.

Dialed number





ANI

The specific telephone number that called the dialed number during the selected time interval. For Application, Transfer To, and DID rows this will display “total”.

Call Start Time

The date and time the call accessed the application. For the Application, Transfer To, and DID rows this will be the total calls that called the application or DID or the total calls that were transferred to the given Transfer To number.

IVR Time

The amount of time a call spends in the IVR application, from the time the call accesses the application to the time the call is transferred from the application. Displayed in minutes and seconds (mm:ss). For the Application and DID rows this will be the total IVR time for all calls.

Talk Time

The amount of time a call spends at the transfer destination, from the time the call is transferred from the application to the time the call is disconnected. Displayed in minutes and seconds (mm:ss). For the Application and DID rows this will be the total talk time for all calls.

Call Time

The sum of IVR Time and Talk Time. Displayed in minutes and seconds (mm:ss). For the Application and DID rows this will be the total calculated call time for all calls.

If you have any questions about the content or use of these reports, please contact the CenturyLink Contact Center Application Help Desk: 1 877-726-6875. (Monday – Friday 7:00 AM – 9:00 PM Eastern Time)

Availability of CenturyLink services varies. Please refer to the following for availability details about CenturyLink EZ Route: http://CenturyLink.com/legal/docs/availability.pdf

http://qwest.com/legal/docs/availability.pdf

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