Altigen MaxReports Manual de usuario Pagina 1

AltiReport™ManualRevised 4/2007 Version #2 4510-0001-5.0A

Accessing AltiReports Remotely6 AltiReport Manual

AltiReport Manual 7OverviewWhen logging into AltiReport, you can login as an Admin role to access AltiReport administrative and configuration or as a

Administrator Login8 AltiReport Manual• Administrator Profile• CDR Database Registration• AltiWare Registration• User Management• Mail Server Configur

AltiReport Manual 9Administrator ProfileTo enter or modify information for the administrator, click the Edit button to open the Update Admin Profile

Administrator Login10 AltiReport ManualCDR Database RegistrationFigure 4. CDR Database RegistrationIn order for AltiReport to access the external CDR

AltiReport Manual 11In the Add Database Registration window, enter the necessary information in the blank fields for Database Description, Database S

Administrator Login12 AltiReport ManualIn the Add AltiWare window, enter the necessary information in the blank fields for System Description, System

AltiReport Manual 13To add an AltiReport user, click the Add User link at the bottom of the page. Enter the Login Name, Password, First Name, Last Na

Administrator Login14 AltiReport ManualTo add a mail server, click the Edit button on the Mail Server Configuration window to open the Mail Server Con

AltiReport Manual 15The backup and restore functions in AltiReport will backup and restore configuration and settings from the Administrator Profile,

WARNING!Toll fraud is committed when individuals unlawfully gain access to customer telecommunication systems. This is a criminal offense. Currently,

Administrator Login16 AltiReport ManualWhen Restore is selected, you will be required to validate the Admin Password, then click Enter to restore all

AltiReport Manual 17User LoginThe AltiReport User screen allows the user to generate up to 40 specific reports that can be printed or exported as a .

Main Menu18 AltiReport ManualThe top of the window displays the Login Name, Role, and Query Preference. The main menu is divided into Group, Categorie

AltiReport Manual 19CategoriesCategories are report parameters located as drop-down lists from the Groups tabs displayed in the main menu. Based on t

Main Menu20 AltiReport ManualAgent Report• Detail:— 1101 - Activity Event— 1102 - Call Detail Report• Summary:— 1201 - Performance Summary— 1202 - WG

AltiReport Manual 21— 2301 - Inbound Answered Call Wait Time— 2302 - Inbound Abandoned Call Wait Time— 2303 - Inbound Overflowed/Redirected Calls Wai

Reports22 AltiReport Manualand specify the type of report (Detail, Summary or Analysis), then use the side bar menu again to highlight and open the de

AltiReport Manual 233. After the parameters have been set, click the Next button and AltiReport will automatically generate the report results.Figure

Reports24 AltiReport ManualFavorite ReportsTo add a report to Favorite Reports:,1. After running a report, click on the blue Add to Favorite button in

AltiReport Manual 253. This will add the report to the Favorite Reports section, where it will be listed under List All Favorite Reports. You can the

AltiReport Manual iContentsIntroduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1Requirements . . . .

Reports26 AltiReport ManualScheduling Favorite ReportsAfter adding a report to the Favorite Reports list, you can click on the edit option in the List

AltiReport Manual 27Printing ReportsTo print a report, click on the Web Print button in the top left corner of the report’s window.Figure 28. Web Pri

Reports28 AltiReport ManualImportant: Before using the Web Print feature, make sure the Print background colors and images checkbox is enabled in the

ReportsAltiReport Manual 29ReportsFor detailed information on database fields, refer to the CDR Manual.Agent Reports1101 - Agent Activity EventThe Ag

Agent Reports30 AltiReport ManualTableAll Data from Table CDR MainColumnsa. Directionb. StartTimec. EndTimed. D1 - CallerNum; D2 - TargetNume. E1 - Ta

ReportsAltiReport Manual 31c. AGENTPERWGSUMMARY2.NumInWGAnswered + AGENTSUMMARY2.NumInDirCall + AGENTPERWGSUMMARY2.NumOutWGConnected + AGENTSUMMARY2.

Agent Reports32 AltiReport ManualTableAll data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2.Columnsa. AGENTPERWGSUM

ReportsAltiReport Manual 33TableAll data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY3, AGENTSUMMARY

Agent Reports34 AltiReport Manuale. AGENTPERWGSUMMARY2.NumInWGAnsweredf. AGENTPERWGSUMMARY2.DurInWGTalkg. F / Eh. AGENTPERWGSUMMARY2.DurInWGAnsRingi.

ReportsAltiReport Manual 351206 - Agent Direct Calls Summary ReportThe Agent Direct Calls Summary Report displays an agent’s direct inbound and outbo

AltiReport Manual ii1304 - Agent WG Call Handling Time Distribution . . . . . . . . . 37Workgroup Reports . . . . . . . . . . . . . . . . . . . . .

Agent Reports36 AltiReport Manual1301 - Agent Call Volume AnalysisThe Agent Call Volume Analysis report displays an agent’s call volume.TableAll data

ReportsAltiReport Manual 37Columnsa. Time, Not from databaseb. (AGENTPERWGSUMMARY2.DurInWGTalk+ AGENTPERWGSUMMARY2.NumOutWGConnected+ AGENTPERWGSUMMA

Workgroup Reports38 AltiReport ManualDurationTalkDuration + HoldDurationWorkgroup Reports2101 - Workgroup Call Detail ReportThe Workgroup Call Detail

ReportsAltiReport Manual 39o. SequenceID2201 - Workgroup Agent(s) StateThe Workgroup Agent State report displays the state for specified workgroup ag

Workgroup Reports40 AltiReport Manualc. AGENTPERWGSUMMARY 2.NumInWGAnswered + AGENTPERWGSUMMARY 2.NumOutWGConnected + AGENTSUMMARY2.NumInDirAnswered+A

ReportsAltiReport Manual 41Columnsa. AGENTPERWGSUMMARY1.StartTimeb. AGENTPERWGSUMMARY1.AgentNumc. F+J+N+Rd. G+K+O+Se. D/Cf. AGENTPERWGSUMMARY2.NumInW

Workgroup Reports42 AltiReport ManualTableAll data from Table AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2, AGENTSUMMARY1, AGENTSUMMARY2Columnsa. AGENTPERWG

ReportsAltiReport Manual 432205 - Workgroup Inbound/Outbound Call Summary with % AnalysisThe Workgroup Inbound/Outbound Call Summary with % Analysis

Workgroup Reports44 AltiReport Manual2206 - Workgroup Inbound Calls Wait Time SummaryThe Workgroup Inbound Calls Wait Time Summary report displays the

ReportsAltiReport Manual 452207 - Workgroup Inbound Call Handling SummaryThe Workgroup Inbound Call Handling Summary report displays call handling fo

AltiReportAltiReport Manual 1AltiReportIntroductionCall detail records (CDR) are an important source of information for call centers running PBX syst

Workgroup Reports46 AltiReport Manual2208 - Workgroup Outbound Call Handling SummaryThe Workgroup Outbound Call Handling Summary report displays call

ReportsAltiReport Manual 47ValueQueueDuration+RingDuration2302 - Workgroup Inbound Abandoned Call Wait TimeThe Workgroup Inbound Abandoned Call Wait

Workgroup Reports48 AltiReport ManualFilterTalkDuration = 0 AND (ExitState NOT IN (2,3,7) OR AbnTargetType BETWEEN 1 AND 7); TargetWGNumGroupTargetWGN

ReportsAltiReport Manual 49TableAll data from Table CDRMAINFilterTalkDuration > 0; OutGoingWGGroupTargetWGNum, WGSessionIDValueTalkDuration + Hold

Workgroup Reports50 AltiReport Manual2307 - Workgroup Cumulative Inbound/Outbound CallThe Workgroup Cumulative Inbound/Outbound Call report displays t

ReportsAltiReport Manual 51TableAll data from Table WGSUMMARYColumnsa. StartTimeb. NumInWGCallc. NumInAnsweredd. DurInAnsQ + DurInAnsRinge. D/Cf. Num

Workgroup Reports52 AltiReport Manualc. NumInAnsweredd. C/B * 100%e. DurInTalkf. E/Cg. DurInTalk+DurInWrapUp+DurInHoldh. G/Ci. NumInAbnInQ+NumInAbnDur

ReportsAltiReport Manual 532311 - Total & % Inbound Calls ANS/ABN/OFLThe Total & % Inbound Calls ANS/ABN/OFL report displays totals and perce

Workgroup Reports54 AltiReport Manuald. C/B *100%e. B-Cf. E/B *100%2313 - Average Call Handling TimeThe Average Call Handling Time report displays ave

ReportsAltiReport Manual 552315 - Total Outbound Calls Handling TimeThe Total Outbound Calls Handling Time report displays the total/average talk tim

Installation2 AltiReport Manual(The installation instructions are for Microsoft Windows OS only)Important: If upgrading your system from 5.0 to 5.0A,

DNIS Reports56 AltiReport ManualTableAll data from Table WGRTSUMMARYHorizontal AxisStartTimeVertical AxisIntvMaxLongestQTime2318 - Daily Real Time Ser

ReportsAltiReport Manual 57Columnsa. StartTimeb. EndTimec. CallerNumd. TargetNamee. AADurationf. QueueDurationg. RingDurationh. TalkDurationi. HoldDu

DNIS Reports58 AltiReport Manuali. H/Dj. L + Mk. J/C * 100%l. Count if (TalkDuration = 0 AND ExitState <> 32 AND AbnTargetType = 8)m. Count if (

Index AltiReport Manual 59IndexNumerics1101 - Agent Activity Event 291102 - Agent Call Detail Report 291201 - Agent Performance Summary 301202 - WG C

Index AltiReport Manual 60bound/Outbound) 37Agent Activity Event 29Agent Average WG Call Handling Time Analysis 36Agent Call Detail Report 29Agent Ca

Index AltiReport Manual 61log configuration 16Mmail server configuration 13main menu 17Nnavigation 21Ooverview 7Pprinting reports 27Rremote access 5r

Index AltiReport Manual 62Total & % WG Inbound Calls in Queue 53Total Outbound Calls 54Total Outbound Calls Handling Time 55Workgroup Agent Call

AltiReportAltiReport Manual 32. Click the Install Tomcat 4.1.31 button to install Tomcat 4.1.31.Figure 2. AltiReport Installation Wizard3. Before ins

Installation4 AltiReport ManualThen click Next.Figure 4. Tomcat Setup Installation Options5. In the Tomcat Setup Basic Settings dialog box, enter the

AltiReportAltiReport Manual 56. Click the Install AltiReport 5.0A icon to install AltiReport.Figure 6. AltiReport Installation7. After successful ins