User guide

General Information Guide
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Generating Lifecycle reports
Lifecycle reports provide detailed information on all events related to the life of a specific call,
from the moment a call enters the telephone system to call termination. Lifecycle reports can
be generated on the following devices: agent, agent group, queue, queue group, DNIS, DNIS
group, extension, extension group, trunk, trunk group, enterprise, media server, and site.
Lifecycle reports can be filtered by call direction, DNIS, trunk, queue, duration in queue, agent,
account code, hold duration, call duration, phone number, and extension. Lifecycle reports also
detail call notes and include a link to call-specific call recordings. See "Virtual queue groups"
in this document.
Report distribution
Reporting Service is a server-side service that replaces Report Distributor. There is no longer
a need to install and configure Report Distributor on client computers. Reporting Service uses
the SMTP mail server to email reports. You can edit the SMTP mail server settings at any time
(YourSite=>Enterprise, local site).The Reporting Service prints and emails the reports.
Figure 5 illustrates the reporting capability of Contact Center Management, providing
performance statistics for agents during a specific period.
Figure 5 Agent Group Report by Agent
Data mining
The ACD Inspector and SMDR Inspector data mining tools are loaded with filter and search
parameters that can find virtually any contact center event. For example, you can find the exact
time an agent logs off at lunch, the duration agents spend in the Do Not Disturb state from
1:00 p.m. to 2:00 p.m. on Monday, or the maximum number of callers who waited in queue on
a specific day.
The data mining tools search through all of the enterprise call records generated by the
telephone system. You can readily identify the series of agent and queue events that led to a