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Call Center Reports GuideRelease 21.0Document Version 29737 Washingtonian Boulevard, Suite 350Gaithersburg, MD 20878Tel 1 301.977.9440WWW.BROADSOFT.COM
BroadWorks GuideCopyright NoticeCopyright 2016 BroadSoft, Inc.All rights reserved.Any technical documentation that is made available by BroadSoft, Inc. is proprietary andconfidential and is considered the copyrighted work of BroadSoft, Inc.This publication is for distribution under BroadSoft non-disclosure agreement only. Nopart of this publication may be duplicated without the express written permission ofBroadSoft, Inc., 9737 Washingtonian Boulevard, Suite 350, Gaithersburg, MD 20878.BroadSoft reserves the right to make changes without prior notice.TrademarksAny product names mentioned in this document may be trademarks or registeredtrademarks of BroadSoft or their respective companies and are hereby acknowledged.This document is printed in the United States of America.BROADWORKS CALL CENTER REPORTS GUIDE 2016 BROADSOFT, INC.10-BD5505-00PAGE 2
Document Revision HistoryReleaseVersionReason for ChangeDateAuthor17.01Created document.January 31, 2011Goska Auerbach17.01Edited document.February 9, 2011Andrea Fitzwilliam17.01Updated document with changes from theCall Center Reporting Feature Description.April 7, 2011Goska Auerbach17.01Updated document with changes from theCall Center Reporting Feature Description.April 8, 2011Martin Perron17.01Updated document following review.April 13, 2011Martin Perron17.01Edited changes and published document.April 15, 2011Andrea Fitzwilliam17.02Updated section 5.5 Abandoned CallReport to clarify that “Calls Abandonedafter Entrance Message Completes” iscomputed from the counters “CallsAbandoned” and “Calls Abandoned beforeEntrance Message Completes”.April 29, 2011Martin PerronMay 19, 2011Martin PerronUpdated section 4.8 Agent SummaryReport for EV 140379.Updated section 5.3.4 Call Center ActivityTable, in particular the screen shots, forEV 140566.Updated section 5.8.1 Call Detail Table toinclude the description of the Call AnswerTime column for EV 140957.17.02Updated section 4.8 Agent SummaryReport for EV 140379.Updated section 4.9.1 Call Summary BarChart for EV 141682.Updated sections 4.6.1 Call Detail Tableand 5.8.1 Call Detail Table to clarify thebehavior of default disposition codes whena code is actually entered by the agent.17.02Edited changes and published document.June 20, 2011Andrea Fitzwilliam18.01Updated for Release 18.0.September 28, 2011Bob Russell18.01Edited changes and published document.October 6, 2011Jessica Boyle19.01Updated for Release 19.0.September 28, 2012Donna Williamson19.01Edited changes and published document.October 15, 2012Patricia Renaud20.01Updated for Release 20.0.September 19, 2013Donna Williamson20.01Edited changes and published document.October 31, 2013Joan Renaud20.02Updated sections 5.3.3 Call Center ActivityBar Chart and 5.3.4 Call Center ActivityTable for EV 190019.January 20, 2014Goska Auerbach20.02Edited changes and published document.March 12, 2014Joan Renaud21.01Updated document for Release 21.0.September 22, 2014Donna Williamson21.01Updated section 4.6 Agent Call DetailReport for EV 224740.September 22, 2014Donna WilliamsonBROADWORKS CALL CENTER REPORTS GUIDE 2016 BROADSOFT, INC.10-BD5505-00PAGE 3
Release21.0Version1Reason for ChangeDateAuthorUpdated copyright notice and trademarks.September 29, 2014Joan RenaudEdited changes.21.01Updated BroadSoft and BroadWorkslogos.October 22, 2014Joan Renaud21.01Rebranded document and publisheddocument.December 22, 2014Patricia Renaud21.02Updated section 4.6.1 Call Detail Table forPR-48676.September 14, 2016Goska Auerbach21.02Edited changes and published document.October 17, 2016Jessica BoyleBROADWORKS CALL CENTER REPORTS GUIDE 2016 BROADSOFT, INC.10-BD5505-00PAGE 4
Table of Contents1Summary of Changes .81.1Changes for Release 21.0, Document Version 2 . 101.2Changes for Release 21.0, Document Version 1 . 101.3Changes for Release 20.0, Document Version 2 . 101.4Changes for Release 20.0, Document Version 1 . 101.5Changes for Release 19.0, Document Version 1 . 101.6Changes for Release 18.0, Document Version 1 . 101.7Changes for Release 17.0, Document Version 2 . 101.8 Changes for Release 17.0, Document Version 1 . 112 About This Document . 122.1Audience . 122.2 Additional Resources . 123 Overview. 133.1Report Types . 133.2 Canned Report Layout . 144 Agent Report Templates . 164.1Agent Report Introduction Section. 164.2Agent Call Report . 184.34.44.54.64.74.2.1Number of Calls by Call Type Pie Chart. 184.2.2Number of Calls by Call Type Table . 19Agent Call by Skill Report. 214.3.1Number of Calls by Skill Pie Chart. 214.3.2Number of Calls by Skill Table . 22Agent Duration Report. 234.4.1Call Duration by Call Type Bar Chart . 234.4.2Call Duration by Call Type Table . 24Agent Duration by Skill Report . 254.5.1Call Duration by Skill Bar Chart . 264.5.2Average Call Duration by Skill Bar Chart . 264.5.3Call Duration by Skill Table . 274.5.4Average Call Duration by Skill Table . 28Agent Call Detail Report . 294.6.1Call Detail Table. 304.6.2Transfer Summary Bar Chart. 32Agent Activity Report . 324.7.1Activity Duration Bar Chart . 324.7.2Availability Duration Pie Chart. 334.7.3Agent Activity Counts Table . 344.7.4Activity Duration Table. 36BROADWORKS CALL CENTER REPORTS GUIDE 2016 BROADSOFT, INC.10-BD5505-00PAGE 5
4.8Agent Activity Detail Report . 374.8.14.9Activity Detail Table . 37Agent Summary Report . 394.9.1Call Summary Bar Chart . 424.9.2Activity Summary Bar Chart . 424.9.3High Water Marks Bar Chart. 434.9.4Call Summary Table . 444.9.5Activity Summary Table. 454.9.6High Water Marks Table . 464.10 Agent Unavailability Report . 484.10.1 Unavailable Codes Pie Chart . 484.10.2 Unavailable Code Duration Bar Chart . 494.10.3 Unavailable Codes Table . 494.10.4 Unavailable Code Duration Table. 514.11 Agent Disposition Code Report . 524.11.1 Disposition Codes Pie Chart . 524.11.2 Disposition Codes Table . 534.12 Agent Sign In Sign Out Report . 544.12.1 Sign In Sign Out Table . 5554.12.2 Average Staffed Duration Bar Chart. 55Call Center Report Templates . 575.1Call Center Report Introduction Section . 575.2Call Center Incoming Calls Report . 595.35.45.2.1Inbound Calls To Call Center Pie Chart . 605.2.2Inbound Calls Table. 60Call Center Report . 625.3.1Call Center Activity by Answered Calls Pie Chart. 625.3.2Skill Level Pie Chart. 635.3.3Call Center Activity Bar Chart . 645.3.4Call Center Activity Table . 655.3.5High Water Marks Table . 67Call Center Presented Calls Report . 695.4.15.55.65.7Call Center Activity by Presented Calls Pie Chart . 69Abandoned Call Report . 705.5.1Abandoned Calls Bar Chart . 705.5.2Abandoned Calls Table . 71Call Center Summary Report. 735.6.1Call Center Summary Line Chart. 745.6.2Call Center Summary Table. 74Service Level Report . 765.7.1Service Level Deviation Line Chart. 765.7.2Service Level Average Bar Chart . 77BROADWORKS CALL CENTER REPORTS GUIDE 2016 BROADSOFT, INC.10-BD5505-00PAGE 6
5.7.35.8Call Center Call Detail Report . 795.8.15.9Service Level Table . 77Call Detail Table. 79Call Center Disposition Code Report . 815.9.1Disposition Codes Pie Chart . 815.9.2Disposition Codes Table . 825.10 Call Center Overflow Matrix Report . 8365.10.1 Overflow Matrix . 84Glossary and Definitions. 856.1Performance Parameters . 856.2Call Types . 866.3Other Terms used in Statistics Measurements. 876.4 Agent ACD States . 88Index . 89BROADWORKS CALL CENTER REPORTS GUIDE 2016 BROADSOFT, INC.10-BD5505-00PAGE 7
Table of FiguresFigure 1 Canned Report Layout . 14Figure 2 Introduction Section of Interval-based Historical Report for All Agents . 17Figure 3 Introduction Section of Interval-based Real-time Report for Selected Agents . 17Figure 4 Introduction Section of Interval-based Historical Report for Single Agent . 17Figure 5 Introduction Section of Non-interval-based Historical Report for Single Agent . 18Figure 6 Agent Call Report – Number of Calls by Call Type Pie Chart . 19Figure 7 Agent Call Report – Number of Calls by Call Type Table (Multiple Agents) . 20Figure 8 Agent Call Report – Number of Calls by Call Type Table (Single Agent). 20Figure 9 Agent Call by Skills Report – Number of Calls by Skill Pie Chart. 21Figure 10 Agent Call by Skill Report – Number of Calls by Skill Table (Multiple Agents). 22Figure 11 Agent Call by Skill Report – Number of Calls by Skill Table (Single Agent) . 22Figure 12 Agent Duration Report – Call Duration by Call Type Bar Chart . 24Figure 13 Agent Duration Report – Call Duration by Call Type (Multiple Agents) . 25Figure 14 Agent Duration Report – Call Duration by Call Type Table (Single Agent) . 25Figure 15 Agent Duration by Skill Report – Call Duration by Skill Bar Chart. 26Figure 16 Agent Duration by Skill Report – Average Call Duration by Skill Bar Chart . 27Figure 17 Agent Duration by Skill Report – Call Duration by Skill (Multiple Agents). 28Figure 18 Agent Duration by Skill Report – Call Duration by Skill Table (Single Agent) . 28Figure 19 Agent Duration by Skill Report – Average Call Duration by Skill (Multiple Agents) . 29Figure 20 Agent Duration by Skill Report – Average Call Duration by Skill Table (Single Agent) . 29Figure 21 Agent Call Detail Report – Call Detail Table. 31Figure 22 Agent Call Detail Report – Transfer Summary Bar Chart. 32Figure 23 Agent Activity Report – Activity Duration Bar Chart . 33Figure 24 Agent Activity Report – Availability Duration Pie Chart . 34Figure 25 Agent Activity Report – Agent Activity Counts Table (Multiple Agents) . 35Figure 26 Agent Activity Report – Agent Activity Counts Table (Single Agent) . 35Figure 27 Agent Activity Report – Activity Duration Table (Multiple Agents) . 36Figure 28 Agent Activity Report – Activity Duration Table (Single Agent) . 37Figure 29 Agent Activity Detail Report –Activity Detail Table (Multiple Agents) . 39Figure 30 Agent Activity Detail Report –Activity Detail Table (Single Agent)
Call Center Reports Guide . Release 21.0 . Document Version 2 . 9737 Washingtonian Boulevar
