Group and Queue Report – Supervisor – Enhanced Call Center Reporting

1.

Group and Queue Report

The group and queue report is part of the service level report category. To access the group and queue report:

1. Expand the Reporting menu.
2. Locate Service Level Report.
3. Select Group and Queue Report.
4. The report information is displayed.

Click image for large view

2.

Filter Queues

The Filter tab allows you to specify locational filtering parameters that the report is specifically run against such as telephony devices and/or ACD agents. You can also choose a specific call state and type of calls to filter by.

• Scope Filtering
  • Telephony Server - Choose the telephone server you want to run your report against. For administrative users who have permission to access any telephone system, select the specific telephone system to report on.
  • Partition(s) - Choose one or more partitions (tenants) you want to run your report against.
• Location Filtering
  • Telephone Numbers - Enter a single telephone number to filter by, or enter in multiple telephone numbers separated by the comma character. When entering multiple telephone numbers, ranges may also be specified using the dash character. You can also specifically exclude telephone numbers by prefixing their value with the exclamation mark character. This can also be done for ranges.
  • Telephone number descriptions - Enter a description to filter by. You can also specifically exclude descriptions by prefixing their value with the exclamation mark character.
  • Device(s) - Specify a device on its own, or multiple devices separated by a comma. You can also choose to exclude calls involving certain devices by prefixing the device number with an exclamation mark. Alternatively, you can choose specific devices in the drop-down list by left-clicking them, or also choose to exclude calls involving certain devices by right-clicking them in the list.
  • ACD Agents - Enter a specific ACD agent on its own, or multiple agents separated by a comma. You can also choose to exclude calls involving certain ACD agents by prefixing the agent number with an exclamation mark. Alternatively, you can choose specific ACD agents in the drop-down list by left-clicking them, or also choose to exclude calls involving certain agents by right-clicking them in the list.
  • Location To/From - This setting allows you to specify how the report is specifically filtered by the telephone number, device, and ACD agent filter values. The setting is used to choose whether only the calling side, the called side, or both sides of the call are considered when filtering by the following values:
    • Any Call To/From These Locations: Use this option to include call records where either the calling or called side of the call matches the specified telephone number, device, and ACD agent filter values.
    • Only Calls From These Locations: Only consider calls where the calling side of the call matches the specified telephone number, device, and ACD agent filter values.
    • Only Calls To These Locations: Only consider calls where the called side of the call matches the specified telephone number, device, and ACD agent filter values.
• Miscellaneous Filtering
  • Channel Type(s) - Choose to filter Any Channel or Voice Calls only.
  • Call Type/Direction - Allows you to filter on the specific type and/or direction of calls.
  • Answer Type - Allows you to filter on the answer state of calls. For reports using the "Active Call List" style, the report uses the answer type filter to specifically filter by the current call state of active calls. For reports using all other report styles, the filter generally works by considering the answered state of each call record segment when it ended.
  • CLI/Caller ID - Allows you to filter by whether distant end telephone number information (CLI/CallerID) was provided by the calling party and/or PSTN Network Provider. Note that selecting any other option than "[Any]" also implicitly only shows inbound external trunk calls and trunk-to-trunk calls.
  • DDI Digit(s) - Filter by the significant DID digits received from the network provider, that represent the external telephone numbers outside callers have dialed to call devices or groups on your telephone system. DID digits are only captured for inbound trunk line calls where the network provider provided inbound DID digit information to the telephone system for the corresponding call so that it could be routed accordingly.
  • Account Code(s) - Select a single account code to filter by, or multiple account codes. When entering multiple account codes, ranges may also be specified using the dash character.

    You can also specifically exclude account codes by prefixing their value with the exclamation mark character. This can also be done for ranges.

  • Call Identifier - Filter & display only the specific call segment records for one overall call, for all call movement scenarios that have occurred on it, based on the call identifier value assigned by the telephony platform.