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About Historical Reports

Chapter 6

Categories of Historical Reports 6-3

Categories of Historical Reports 6

There are nine kinds of Historical Reports:

Agent

— Displays data for one, several, or all agents. Agent activity data is

for all splits/skills that each agent was logged into during the reporting

interval. Each agent is allotted a separate line on the report for each time

interval, day, week, and so forth, that is measured.

Agent Summary

— Displays data for one, several, or all agents. Agent

activity data is for all splits/skills that each agent was logged into during

the reporting interval. Each agent is allotted one line on the report. The

value of each data item is the average or total of the item over the entire time

covered by the report.

Split/Skill

— Displays data for one or more splits/skills during the

reporting interval.

Tru nk

— Displays data for one or more trunk groups on the DEFINITY

system.

VDN

— Displays data for one or more VDNs measured by BCMS. (You can

create VDN reports only if the Vectoring feature is administered on the

DEFINITY system.)

Abandoned

Calls Split/Skill — Displays a summary of abandoned calls by

split/skill, during the reporting interval.

Abandoned

Calls VDN — Displays a summary of abandoned calls by VDN

during the reporting interval.

Overflowed

Calls Split/Skill — Displays a summary of the overflowed calls,

by split/skill, during the reporting interval.

Overflowed

Calls VDN — Displays a summary of the overflowed calls, by

VDN, during the reporting interval.

On all Historical Reports, you cannot choose the format or kinds of data

(items) that the report displays, although you can choose the type, date

range, level of detail and other parameters. You can also export historical

data to other applications, such as spreadsheets.

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Avaya R2 Guía de usuario Pagina 118