User guide

Traffic Analysis
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Introduction
This section provides an overview of Traffic Analysis and how it works. For more information,
refer to the following topics:
• Overview
•Features
Overview
Traffic Analysis, available with Contact Center Enterprise Edition, Business Edition, and
stand-alone Call Accounting, provides an overall view of trunk traffic and enables you to analyze
the traffic to maximize service and decrease costs. Traffic Analysis reports provide call statistics
on attendant and attendant groups, DTMF receivers, route lists, route plans, routes, and trunks.
You can create on-demand or scheduled Traffic Analysis reports. Traffic Analysis reports are
not available in real time.
Features
Traffic Analysis includes the following report types:
• Traffic Attendant reports
• Traffic DTMF Receiver Group reports
• Traffic Route reports
• Traffic Trunk reports
Traffic Attendant reports
The following reports enable you to view and analyze attendant call activity by period:
• Attendant Console Traffic by Period reports—show the attendant console call activity
for the shift duration and day(s) you specify. The activity is on a per-console basis,
regardless of the number of attendants who may have manned it during the activity period.
• Attendant and Attendant Group Traffic by Period reports—show the attendant and
attendant group call activity for the shift duration and day(s) you specify.
Figure 46 is an example of an Attendant Console Traffic by Period report.