Enhanced ShoreTel Reports Overview:
Gain an added level of oversight by extracting pertinent
data from your ShoreTel call detail records. These specialized
reports are offered individually to enhance the standard
reporting capabilities included with the ShoreTel Workgroup
feature are compatible with all software versions 6.1
and greater, and are fully compatible with the system-wide
Web Reporting feature. Use the statistics provided to
track performance, improve operations and anticipate
problems.
In addition to the reports listed below, ShoreTel
can design custom reports to meet individual needs.
Contact Us
for a quote.
Workgroup Exceptional Call Report
Presents detailed information about calls that are
not ultimately answered by an agent in the expected
manner. The report can be configured to display either
all exception calls or only abandoned calls.
Workgroup Target Service Level Agreement (SLA)
Report
Provides information about how well each agent workgroup
meets defined Service Legal Agreement (SLA) targets.
Workgroup Agent Detail Login/Logout Report
Presents login/logout times and durations recorded
for each workgroup agent.
ShoreTel Workgroup Exceptional Call Report:
Summary:
Gives Workgroup supervisors information on exceptional
calls received. Calls are categorized as exceptional
if they did NOT end up at an agent in the Workgroup
in the expected manner.
Parameters:
Like all ShoreTel reports, the Workgroup Exceptional
Call Report allows a Date Range and a Time
Range to bound the report values. Both Date
and Time ranges can also specify a "no bound" condition
which when specified as the lower bound means "the lowest/earliest
Date or Time occurring in the report" and at the highest
bound means "the highest/latest Date or Time when the
report is run".
Show All Exceptions is a true/false parameter
which controls whether all types of exceptions are included
in the report. If this parameter is set to "true",
all types of exceptions are included when the report
is run. If set to "false", only calls abandoned
by the caller are included in the report. The
default is false (only abandoned calls shown).
Groups:
This report is grouped by Workgroup. Within
each Workgroup grouping, the exceptional call records
are ordered by the Date/Time received. The number
of exceptional calls listed are totaled and printed
both by Workgroup and in a grand total at the end of
the report.
Column Descriptions:
"Workgroup": Indicates the Workgroup
name and DN.
"Start Date/Time": The date and time
the call was received.
"Duration": The amount of time the call
spent in the Workgroup queue, in whole seconds.
A duration of 0 means less than 1 second.
"Caller ID": The calling party ID, as
determined by the ShoreTel PBX (for external calls,
this will be as received from the Public Switched Telephone
Network).
"Dialed Number": The number dialed by
the calling party, if known.
"Exit Reason": The reason the call exited
the Workgroup queue. The list of possible reason
codes:
ForwardAlways - The Workgroup has forwarded all
calls.
ForwardBusy - Call forwarded because all logged
in agents were on a call.
ForwardNoAnswer - Call forwarded because all available
agents did not answer.
FwdNoLoginAgent - Call forwarded because no agents
were logged in.
Reserved - Unknown or error condition.
Abandon - Call dropped (caller hung up) while in
Workgroup queue.
TransferVM - Caller accepted option to transfer
to voice mail.
TransferExtension - Caller accepted option to transfer
to an extension.
TransferMenu - Caller accepted option to transfer
to a menu.
Pickup - Agent picked up call from queue.
Unpark - Agent retrieved parked call from queue.
If the report parameter "Show All Exceptions" is
set to "true", calls with any of the above reasons will
be included in the report. If "Show All Exceptions"
is set to "false", only calls with the "Abandon" reason
are included.
"Fwd/Xfer Target DN": For calls exiting
the queue due to forwarding or transferring, this shows
the targeted forwarded/transferred to number.
Deliverable:
A zip archive containing this instruction and the
3 report files (.exe, .rpt, and .crf). The 3 report
files should be unzipped to the directory on the ShoreTel
server containing the ShoreTel reports. In most
cases, this will be "C:\Shoreline Data\Call Records
2" folder. Run this report as other ShoreTel reports
by launching the .exe report file.
ShoreTel Workgroup SLA Target Report:
Summary:
Gives Workgroup supervisors information on how well
each agent Workgroup meets defined SLA targets.
Parameters:
Like all ShoreTel reports, the Workgroup SLA Target
Report allows a Date Range and a Time Range
to bound the report values. Both Date and Time
ranges can also specify a "no bound" condition which
when specified as the lower bound means "the lowest/earliest
Date or Time occurring in the report" and at the highest
bound means "the highest/latest Date or Time when the
report is run".
ASA Target is the Average Speed to Answer
target time in seconds. This can be read as "What
is our target time in seconds to answer incoming calls".
This value affects the calculation of the "Agent Answered
Within Target" column. The default is 30.
TSF Target is the Time Service Factor percentage.
This can be read as "What is our target percentage of
calls answered within the ASA target time". This
parameter only affects the color of the "Agent Answered
Within Target" percentage value (Black = "met target",
Red = "did not meet target"). Default is 80%.
Set this to 0 if you don't want to specify a target.
Groups:
This report is grouped by day (within the parameters
of the report itself), then by Workgroup. Day
is the innermost grouping, followed by Workgroup, followed
by the grand total of all days of all Workgroups as
a single line at the end of the report.
Column Descriptions:
Left side: Indicates the grouping values:
Workgroup name and calendar day.
"Incoming": Total number of incoming
calls received for indicated Workgroup/indicated day.
"Agent Answered": Total number of incoming
calls that were successfully transitioned out of the
Workgroup and answered by an agent. Shows number
and percent of incoming. This does not include
calls that may be answered but not by an agent or not
in the "normal" flow. An example would be a call
answered by voice mail.
"Agent Answered Within Target": Total
number of Agent Answered calls that were answered within
the ASA Target time. Includes color coded percentage.
Percentage is percentage of Agent Answered.
"Agent Answered Wait": For Agent Answered
calls, indicates the daily/Workgroup "in queue" wait
time, both total for all calls and wait time for the
average call in that day/Workgroup.
"Agent Answered Post-Queue Connect":
For Agent Answered calls, indicates the connect time
(total and average) of the phone call after leaving
the queue (after answering). Note this may include
extra time if the call was further rerouted.
"Abandoned": Number of incoming calls
that were abandoned (the caller hung up in the queue).
Shows number and percent of incoming.
"Abandoned Wait": For Abandoned calls,
indicates the daily/Workgroup "in queue" wait time up
until the caller hung up. Shows total and average.
Deliverable:
A zip archive containing this instruction and the
3 report files (.exe, .rpt, and .crf). The 3 report
files should be unzipped to the directory on the ShoreTel
server containing the ShoreTel reports. In most
cases, this will be "C:\Shoreline Data\Call Records
2" folder. Run this report as other ShoreTel reports
by launching the .exe report file.
ShoreTel Workgroup Agent Daily Login Report
Summary:
Gives Workgroup supervisors information on the exact
login/logout times and durations for individual agents.
Parameters:
Like all ShoreTel reports, the Workgroup Agent Daily
Login Report allows a Date Range and a Time
Range to bound the report values. Both Date
and Time ranges can also specify a "no bound" condition
which when specified as the lower bound means "the lowest/earliest
Date or Time occurring in the report" and at the highest
bound means "the highest/latest Date or Time when the
report is run".
Groups:
This report is grouped by day (within the parameters
of the report itself), then by Workgroup, then by individual
agent. For each agent, the agent's name, extension
number, and times the agent logged in/logged out of
the Workgroup are listed, along with the total duration
logged in during that day.
Column Descriptions:
"Date": Day of the year.
"Workgroup": Indicates the Workgroup
name and DN.
"Agent Name": Agent's name, last name
first.
"Agent #": Agent's extension number.
"Logged In": Exact time of day the agent
logged in. There will be multiple entries per
agent if the agent logged in/out more than once that
day.
"Logged Out": Exact time of day the
agent logged out. There will be multiple entries
per agent if the agent logged in/out more than once
that day.
"Duration (Logged In)": The amount of
time the agent was logged in. There will be multiple
entries per agent if the agent logged in/out more than
once that day. A total duration will also appear
under a double line representing the total amount of
time that agent was logged in on the indicated Workgroup
on the indicated day.
"Day": Flag which if set (appears as
"Y") indicates the Duration column value spans multiple
days (the agent was logged on from one day to the next).
"Bounded": Flag which if set (appears
as "Y") indicates the Duration column value was bounded
because of the report Time Range parameter. In
other words, the agent was already logged in at the
beginning of the Time Range (or agent continued to be
logged in after the end of the Time Range).
"Concurrent": Flag which if set (appears
as "Y") indicates the agent was logged into more than
one Workgroup simultaneously during the time indicated.
Deliverable:
A zip archive containing this instruction and the
3 report files (.exe, .rpt, and .crf). The 3 report
files should be unzipped to the directory on the ShoreTel
server containing the ShoreTel reports. In most
cases, this will be "C:\Shoreline Data\Call Records
2" folder. Run this report as other ShoreTel reports
by launching the .exe report file.
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