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SV9100 ContactCenter SampleReportsThe reports in this document are a sample ofthe reports available. Reports can coverbroad time frames and can be adjusted bymany parameters. Most can be displayed asgraphs. All can be printed, scheduled, savedas a template, or exported to CSV for importinto other applications.NDA-31853Issue 1.0SAMPLE SV9100 CONTACT CENTER R2 REPORTS
SAMPLE AGENT SUMMARY REPORTSAgent Call Summary ReportAgent Performance Summary ReportAgent State Summary ReportAgent Traffic (Hourly) ReportThese reports provide agent statistics that help youcompare agents within their group.SAMPLE SV9100 CONTACT CENTER R2 REPORTS
SAMPLE QUEUE SUMMARY REPORTSCall Summary by Queue ReportCall Summary by Queue (Hourly) ReportCall Summary by Queue (Daily) ReportThese reports provide information on queues that helpyou to determine if callers are being answered within thetime perimeters you have establishedSAMPLE SV9100 CONTACT CENTER R2 REPORTS
CALL TRAFFIC SUMMARY BY QUEUE REPORTSCall Traffic by Queue ReportCall Traffic by Queue (Hourly) ReportCall Traffic by Queue (Daily) ReportThese reports help you determine optimal staffing levels. You can see the total number ofcalls arriving in the queue and whether they were answered, abandoned, dialed out, or overflowed to another queue. You can also see if the call into the queue was the result of a calleroverflowing from another queue.SAMPLE SV9100 CONTACT CENTER R2 REPORTS
SERVICE LEVEL BY QUEUE REPORTSService Level by Queue ReportService Level by Queue (Hourly) ReportService Level by Queue (Daily) ReportThese reports show you if you are answering callers within your answer threshold.Calls answered “After Threshold” (AT) are considered to have received service belowyour acceptable level.SAMPLE SV9100 CONTACT CENTER R2 REPORTS
ABANDONED CALL REPORTSAbandoned Calls ReportAbandoned Calls (Hourly) ReportAbandoned Calls (Daily) ReportThese reports give you information on your queues that allow you to determine whencallers begin to drop off. This will help you determine optimum staffing.SAMPLE SV9100 CONTACT CENTER R2 REPORTS
ABANDONED CALL REPORTSAbandoned Call Detail by Queue ReportAbandoned Callback Details ReportThese reports show you call detail regarding abandonedcalls and efforts to call them back.SAMPLE SV9100 CONTACT CENTER R2 REPORTS
CALL DETAIL BY QUEUE REPORTCall Detail by Queue ReportThis report gives you information regarding all the callsthat entered the call center.SAMPLE SV9100 CONTACT CENTER R2 REPORTS
Contact Center DefinitionsAgent ReportsNameLogged in TimeACD Call CountACD Call TimeAVG ACD Calls/HourIdle TimeRest TimeAVG Rest TimeWrap TimeAVG Wrap TimeNon-ACD Call CountNon-ACD Call TimeAVG Non-ACD Call TimeUnanswered Call CountShort Call CountThe name assigned to the agent in this report. Agents can beassigned alpha/numeric names.This is the amount of time the agent has been logged induring the report period.Total number of ACD calls answered by the agent during thereport period.The amount of time spent on ACD calls by the agent duringthe report period.Average number of ACD calls per hour by the agent duringthe report period (integer value).The amount of time the agent was off the phone during thereport period.The amount of time the agent was in rest/break modeduring the report period. An agent is considered logged induring rest/break mode.Average time an agent spends per rest period during thereport period.Wrap time allows an agent more time to complete tasksafter a call. An agent in wrap mode will not receive a queuedcall until they leave the wrap mode. Wrap mode can beautomatic or manual.Average time an agent spends per wrap period during thereport periodThe number of calls the agent received/placed outside theACD queue during the report period. Outbound, intercom,and calls directed to their extension are examples.The amount of time an agent has spent on calls that did notoriginate as a queued call. Outbound, intercom, and callsdirected to their extension are examplesAverage call length of non-ACD calls during the reportperiod. Outbound, intercom, and calls directed to theirextension are examples.Number of times an agent was placed in rest/break mode bythe ACD because they did not answer an ACD call before theACD time-out. The call is passed to the next available agent.Number of calls an agent received that were under thethreshold of the report. The short call threshold is set by theperson running the report.SAMPLE SV9100 CONTACT CENTER R2 REPORTS
Contact Center DefinitionsQueue ReportsQueueCalls OfferedCalls AnsweredCalls AbandonedAVG Call LengthAVG Wait TimeLongest Wait TimeCalls Dialed OutOverflow OutOverflow InThe name assigned to the queue in this report. Queues canbe assigned alpha/numeric names.Total number of calls sent to the queue during the reportperiod.Number of calls answered by an agent during the reportperiodCalls that entered the queue and are terminated by theoriginator before being answered during the report period.The average call length of calls during the report period.Average wait time from entering the queue until it isanswered by an agent during the report periodThe longest a caller waiting in a queue to be answeredduring the report period. The timer starts when the callenters the queue.Number of callers that opted out of waiting in the queue bypressing a DTMF key while in queue during the reportperiod.Number of calls that overflowed to another destination byexceeding the overflow timer during the report period.Number of calls that overflowed to this queue from anotherqueue during this report period.SAMPLE NEC SV9100 CONTACT CENTER R2 REPORTS
Contact Center DefinitionsService Level & Abandoned Call ReportsQueueCalls OfferedCalls AnsweredAnswer ATPercent Answered ATService LevelCalls AbandonedPercent AbandonedPercent Abandoned ATAVG Abandon TimeRecord LocatorCaller IDArrival TimeAnswer TimeEnd TimeStatus (Abandoned Details)Notes (Abandoned Details)The name assigned to the queue in this report. Queues canbe assigned alpha/numeric names.Total number of calls sent to the queue during the reportperiod.Number of calls answered by an agent during the reportperiod.Calls answered AT (After Threshold). The threshold is a timeestablished by the person originating the report.Percent of calls answered AT (After Threshold). Thethreshold is a time established by the person originating thereport.Total number of calls reaching their destination beforethreshold divided by the total number of calls during thereport period.Calls that enter the queue and are terminated by theoriginator before being answered during the report period.Percent of calls abandoned during the report period.Percent of calls abandoned AT (After Threshold). Thethreshold is a time established by the person originating thereport.The average time before a caller abandons their place inqueue during the report period.The ID placed on this call record by the reporting system.If available, the incoming caller’s caller ID.The time the call entered the queue.The time the call was answered by an agent.The time the call terminated.Current status of callback attempt and the time of thereport.Notes entered by the agent during the callback attempt.SAMPLE NEC SV9100 CONTACT CENTER R2 REPORTS
SAMPLE NEC SV9100 CONTACT CENTER R2 REPORTS . Contact Center Definitions Queue Reports Queue The name assigned to the queue in this report. Queues can be assigned alpha/numeric names. Calls Offered Total nu
