Specifications

Product Description

IP Office Release 7.0

Page 341

Issue 22.a.- (21 March 2011)

Dashboard

This is the default page shown when a supervisor logs in. It shows information graphs for selected queues,

agents and statistics.

Historical Reporting

The IP Office Customer Call Reporter reporting package has been simplified to enable the user to easily retrieve

the reporting information they need from one of seven standard drag and drop report templates. The IP Office

Customer Call Reporter offers "cradle to grave" reporting for businesses that want to track specifically how a

call was routed through their business. The historical reporting is accessed via the Supervisor login.

IP Office Customer Call Reporter Report Templates

The following main report templates are available with IP Office Customer Call Reporter:

· Agent Summary Report

This report type details the call activity for agents in a queue or for specific agents.

· Call Details Report

The Call Details Report contains details of the total number of calls, internal calls (optional), external

outbound calls and the total number of external inbound calls.

· Call Summary Report

The Call Summary Report contains details of the total calls presented and answered; the average speed

to answer in percentage and average speed to answer time, the number of calls overflowed and lost, the

average abandon time as well as the grade of service.

· Trace Reports

The Trace Report lists in chronological order all the events, date and time stamped that involved the user

selected.

· Alarm Reports

Alarm reports can be created for the Supervisor Views. All the alarms for the selected subject are listed

over a user specified time period. Totals are included that show the number of warning and critical

alarms received for each unique alarm type included in the report.

· Voicemail Reports

The report shows the following information; Total calls answered by the Auto-Attendant (VMPro), total

calls abandoned (lost) in Auto-Attendant, and a table of unique call flow trigger names with a tally of the

number of times the trigger has been received (e.g. who pressed 1 for sales in the Auto-Attendant).

· Agent Time Card Report

This report summarizes agent performance including time logged in, talk time, time in various states,

calls made and answered and agent performance. The report does not include internal calls.