Contents

Statistics Group DNIS Daily Report

The Statistics Group DNIS Report displays a detail by day for the specified DNIS or DNIS range. The report is designed to give a summary report of the day’s queue activity by DNIS. This report displays the number of ACD calls, number of abandoned calls, and percentages on abandoned and answered within the first service level as configured in Interaction Administrator.

This report has Flexible Fields . By default, IC displays Service Level 1 in the first flexible field, but you can easily change this flexible field in Interaction Administrator, to show the other Service Levels:

· % Service Level 1 = 1

· % Service Level 2 = 2

· % Service Level 3 = 3

· % Service Level 4 = 4

· % Service Level 5 = 5

· % Service Level 6 = 6

The second flexible field shows Disconnect by default. You may change this default to these other values:

· Local Disconnect = 1

· Flowed Out = 2

· Grabbed = 3 (Note, this field is still available on this report, but IC does not currently use it.)

· Entered = 4

· Transferred = 5

These are configuration changes in Interaction Administrator, not runtime choices or parameters that you enter when you run your report. We indicate flexible fields in the Field or Value Description column of the Visual Elements list.

Note
Analysis of database requirements of IC demonstrates that the collection of DNIS statistics increases the amount of data collection. To activate DNIS collection in the Queue Period Statistics table, go to the Report Configuration page of the Server configuration dialog in Interaction Administrator. From the Report Configuration page, select the Generate DNIS reporting data check box.

Parameters

You specify a range of dates, times, DNIS (report group parameter), site IDs, and statistics group range to include in the report. IC sorts this report by DNIS, statistics group, and then by date.

Report Log Tables	Interaction Administrator Unique Report Identifier
IStatsGroup	STAT_GROUP_DNIS_DAILY_NAME

Sample report

Click on the image below to view a sample of this report.

Report Element	Report Field or Value	Field or Value Description
{none}	cReportGroup	The DNIS obtained from the network on any inbound call.
Date	dintervalStart	The date the calls entered the statistics group as specified in the date / time range.
ACD Calls Ans	nAnsweredACD	The sum of ACD calls answered for the specified statistics group and date range.
Avg. ACD Min	tTalkACD / nAnsweredACD	The total agent incoming ACD talk time divided by the number of ACD calls answered for the specified statistics group and date range.
Avg Speed Ans	tAnsweredACD / nAnsweredACD	The total amount of time the calls were alerting the agents divided by the total number of ACD calls answered for the specified statistics group and date range.
Avg ACW Min	tACW / nAnsweredACD	The total amount of time the agents spent of after call work divided by the total number of ACD calls answered for the specified statistics group and date range.
Aband Calls	nAbandonedACD	The number of calls abandoned while waiting for an agent. The sum of ACD calls abandoned in the queue before connecting to an agent for the specified statistics group and date range.
Avg Aband Min	tAbandonedACD / nAbandonedACD	The average amount of time the call spent in the queue before it was abandoned. The total amount of time the abandoned calls spent in an alerting status divided by the total number of ACD calls that were abandoned for the specified statistics group and date range.
Perc Aband	(nAbandonedACD / nEnteredACD) * 100	The total number of ACD calls that were abandoned in the queue divided by the total number of calls that entered the ACD queue for the specified statistics group and date range. This number is multiplied by 100 to get the percentage.
Service Level 1	(nAnsweredACDSvcLvl1 / nAnsweredACD) * 100	Default Flexible Field – The default for this flexible field is Service Level 1. You can change the parameter value in Interaction Administrator if you wish to display a different value. Levels 1 through 6: The total number of ACD calls that were answered within the selected service level divided by the total number of ACD calls that were answered for the specified workgroup and date range. This number is multiplied by 100 to get the percentage. The service level intervals are determined in Interaction Administrator.
Service Level 2	(nAnsweredACDSvcLvl2 / nAnsweredACD) * 100	Flexible Field – The percentage of calls that were answered within the second service level. The default second service level is 20 seconds.
Service Level 3	(nAnsweredACDSvcLvl3 / nAnsweredACD) * 100	Flexible Field – The percentage of calls that were answered within the third service level.
Service Level 4	(nAnsweredACDSvcLvl4 / nAnsweredACD) * 100	Flexible Field – The percentage of calls that were answered within the fourth service level.
Service Level 5	(nAnsweredACDSvcLvl5 / nAnsweredACD) * 100	Flexible Field – The percentage of calls that were answered within the fifth service level.
Service Level 6	(nAnsweredACDSvcLvl6 / nAnsweredACD) * 100	Flexible Field – The percentage of calls that were answered within the sixth service level.
Disconnect	nLocalDisconnectACD The sum of the ACD calls that were disconnected locally for the specified workgroup and date range.	Default Flexible Field – The default for this flexible field is Disconnect. You can change the parameter value in Interaction Administrator if you wish to display a different value. The number of ACD calls that were disconnected locally.
Flow Out	nFlowOutACD The sum of the ACD calls that were removed from the queue that were never answered by an agent for the specified workgroup and date range.	Flexible Field - The number of items in the queue that were removed before connecting to an agent.
Entered	nEnteredACD	Flexible Field - The sum of the calls that entered the ACD queue for the specified statistics group and date range.
Transfer	nTransferredACD	Flexible Field - The number of calls that were transferred while in this queue. Transfers from workgroup to workgroup will not show up on this count, and will only show as an nFlowOutACD. The sum of the calls that were transferred while in this queue for the specified workgroup and date range.
Max Ans Min	mtAnswered	The maximum number of seconds a call was in the queue before it was answered.
Statistics Group	cName	The name of the statistics group that originated the statistics.

Record Selection Criteria:

{IStatsGroup.dIntervalStart} in {?StartDateTime} to {?EndDateTime} and

{IStatsGroup.cType} = "W" and

{IStatsGroup.cType} in {?StartStatGroup} to {?EndStatGroup} and

{IStatsGroup.SiteId} in {?StartSiteId} to {?EndSiteId}

Formulas:

All times are expressed as hh:mm:ss. This formula is used throughout the report to convert seconds to hh:mm:ss. This formula is external to the report file.