Generating Telephony Reports The Telephony node appears under the Reports node, allows you to generate the consolidated reports on the telephony aspects of the ScopServ Telephony Server. This node consists of eight sub-nodes, which are as follows: «= Server Status + Informations + Call Reports + Call Details + Call Distribution ‘+ Auto Attendant (IVR) To access the node log into the Scopserv Telephony Server, navigate to and click Telephony Reports Scop ee © Last login: Thu 08 Now 2023 08:11 Pert ee en en eee Boo a) fea eae ‘A pop up window will occur presenting the main menu of the Telephony reports @ twleshony Reports [Scopstat)- Google Crome (A: Net acai |r deopcend 5 apfatetocne ae eee reClick on the ScopStats drop down menu, our focus will be on the following sub nodes : Live Monitoring, Call Detail Record (COR), Agent Call Distribution(ACD) and Auto Attendant(IVR). © Twephany Report GcopSia) Googie Chere a I | ple scapcioud.ce.za'5555/reports/telephony.php Live Momtring| call deta Record (COR) ‘Agent Call Ditton (ACD) ute tendo (¥) Call Summary The Call Summary tab provides the report about the summary of the calls being done with the ScopServ Telephony Server. The information related to call summary is displayed in the form of a table, which consists of certain columns such as Type/Direction, Disposition, Calls Duration, Avg Duration, Max Ringtime, Avg Ringtime, Calls, and Calls Ratio. Incoming Lines The Incoming Lines tab provides information about the incoming lines in the ScopServ Telephony Server. ‘This tab allows you to prepare a report about the incoming lines for specified filters. Outgoing Lines ‘The Outgoing Lines tab provides information about the outgoing lines in the ScopServ Telephony Server. This tab allows you to prepare a report about the outgoing lines for specified filters. Detailed Call Reports The Call Report node, which appears under the Telephony node, provides a report about the calls which were made using the ScopServ Telephony Server. This node consists of a Filter Report section, which allows you to apply filter that can be done on specifying certain parameters, such as Start Date, EndDate, Start Time, End Time, and Items per Page. This node also allows you to update the database. You can perform this task by clicking on Update Database link. This node consists of ten tabs, which are as follows: + Call Summary + Incoming Calls + Outgoing Calls Internal Calls + DNIS + Extensions Trunks + Features Code * Channels + Tag/Wrapup Code ‘The above-mentioned reports can be found in the section below: [© Tepheny Renens Seopitss|-Goagie Chrame (A Not secure | plxscopeloud.caza-$555/reports/tlephony. php FecrTa flephony Reports (logged 2s: admin) Sis to Sytem Montering BD veel shove 21 retcona vec 5D seats eons Dis Options stam Aco Honor aloes nae (COA) ae Sumy ‘gen cal tbwon (400) as at tendan (1) a iaoiad Tete Call SEOnmOae 2 ale orton » aby Sores) Bestnaton > ‘als by Ta code ale argue Coe ‘concurtent Cae Detaled Cle ReptPrint ‘The Print icon allows you to print the calls report pertaining to ScopServTM Telephony Server. Export ‘The Export button on the top of the Call Details screen allows you to export the report from the ScopServTM Telephony server. This section allows you to specify that parameters, which are as follows: + Start Date: Allows you to specify the start date of the report to be exported. * End Date: Allows you to specify the end date of the report to be exported. * Format: Allows you to specify the format of the report in which it is to be exported. You may export a report in CSV, HTML, Excel 2007, Excel 2003, Excel 5, or PDF formats. + Report: Allows you to select ifthe report to be exported is Call Detail Report (CDR) or Queues (ACD). + Account Code: Allows you to specify the account code + Call Disposition: Allows you to specify All calls, Answered, Busy, No Answer, or Failed calls * DNIS: Allows you to specify the Dialed Number Identification Service (DNIS). * Source(s): Allows you to specify the source. * Destination(s): Allows you to specify the destination. * Call Type(s): Allows you to specify the call type(s) options, such as unknown and default. * Columns: Allows you to select the columns that you wish to view in the exported report Queue(ACD) Report ‘Agent Call Distribution The Call Distribution node, which appears underthe Telephony node, allows you to distribute the callin the ScopServIM Telephony Server. This node consists of a Filter Report section, which allows you to apply filter that can be done on specifying various parameters such as Start Date, End Date, Start Time, End Time, Include these queue(s) in report, and Display Detailed Report. When logged in as an administrator and you list the queues for the filters, the information is retrieved from the ACD table instead of the one defined in the configuration. This way you can review ACD reports for renamed/deleted queues. This node consists of eleven tabs, which are as follows: * Summary * Calls Report * Answered Calls * Abandoned Calls, * Overflow Calls,* Calls Distribution * Service Level * Agents Calls, * Agents Availability * Pause Code * Wrapup Code @ Teepheny Reports (coeStais) -Google Crome A Not secure | pbxscopeloudtca.za:55! (Seems) © Gc 7 Sinece { Telephony Reports (logged at: admin) eports/telephony.php sint-came Bi sites to Stam Maritonng vet shone ‘6 | syne senmy Hontor (1 Personal Dectory Sched Reporte sfint-srecagant tnterecepton_queve Scopswatcr pana Dislay Optons tnt-under tng va Hemteng | ws Logout spexevaailecomtats call Osta Record (COR) » snerealetle constants oreo svertecogent ‘ute Atendt (V8 » 2 60 Ge Be Gs fe Gs Go 62 fe veues secre queue ital Fe » oes @ & 3 eo a # rT a agentcat oseabuscn (Aco) >| acd surmary a a Visual Cal Fe a doomed Cate > socecuaue_ooton 2 * Queue (ACD) Report: Allows you to enable the Queue (ACD) report option. An Automatic Call Distributor (ACD) refers to a device that distributes incoming calls to a specific group of terminals that agents use * Queue Name: Allows you to specify a name for the Queue Summary ‘The Summary tab provides you the information about the summary of agents and calls in the ScopServTM Telephony Server. The Agents Summary section provides information about the total agents and the average wait time in the ScopServTM Telephony Server. The Call Summary section provides information about the answered calls, overflow calls, and abandoned calls in the ScopS- ervTM Telephony Server. Detailed Calls Report The Calls Report tab provides you the report on calls in the ScopServTM Telephony Server. The infor- mation related to calls report is displayed in the form of a table, which consists of certain columns such as Call Date, CallerID, Agent, Event, Queue Name, Wait Time, Talk Time, Call Time, and Posi- tion. It alsodisplays events related to Pause/Unpause. The Calls Reports tab provides three sub tabs, General filters for selecting the date and time for start and end of the report, Events filter for including call and agent events in the report, and Queues filter for selecting all or none options. Answered Calls, The Answered Calls tab provides you the information about the calls that have been answered in the ScopServTM Telephony Server. The Statistics section provides you the information about the total answered calls, average calls length, total calls length, and average calls waiting time. The Agents on Queue section provides you the information about the agents who are on the queue in the ScopServIM Telephony Server. The Service Level Agreement section provides you the informa- tion on the calls that have been answered in the ScopServTM Telephony Server. The Disconnection Causes section provides you the information on the cause of the disconnection in the ScopServTM Telephony Server. Graphical reports are also displayed for answered calls for Disconnection Cause ‘Abandoned Calls ‘The Abandoned calls provides you the information on the abandoned calls in the ScopServTM Tele- phony Server. The Statistics section provides you the information on the total abandoned calls, average wait time before disconnection, and average queue position at disconnection. The Service Agreement section provides information about the abandoned calls in the ScopServTM Telephony Server. Graphical reports are also displayed for abandoned calls. Overflow Calls ‘The Overflow Calls tab provides you the information on the overflow calls in the ScopServTM Tele- phony Server. The Statistics section provides you the information on the total overflow calls and the average wait time before disconnection. The Disconnection Causes section provides you the infor- mation on the causes of the disconnection in the ScopServTM Telephony Server. Graphical reports are also displayed for overflow calls for Disconnection Cause. Calls Distribution ‘The Calls Distribution tab provides you the information about the distribution of calls on the basis of days in the ScopServTM Telephony Server. The information related to calls report is displayed in the form of a table, which consists of certain columns, such as Date, Calls, Answered, Abandoned, Over- flow, Call Time, Hold Time, Talk Time, Avg. Wait Time, Avg, Call Time, Answered calls, Overflow calls, and ‘Abandoned calls. The report can be displayed per month, per month and year, or per year. Service Level The Service Level tab provides information on the Shared Line Appearance (SLA) being used in the ScopServTM Telephony Server. SLA allows you to place a call on hold at one set and pick it up easily at another set. It allows you to specify the Period Type (daily, weekly, monthly, or yearly) and Period for generated reports, It displays the average SLA per day and per queue. SLA is also known as Shared Call Appearance (SCA)Agents Calls, ‘The Agents Calls tab provides you the information on the agents calls statistics in the ScopServTM Telephony Server. The information related to agents calls statistics is displayed in the form of a table, which consists of certain columns, such as Agent, Answered Calls, Call Time, Avg. Wait Time, Avg, Call Time, SLA, Missed Calls, Missed Calls Time, Non-ACD Calls, Non-ACD Talk Time, and Wrapup Code Agents Availability ‘The Agents Availability tab provides you the information on the agents availabilty statistics in the ScopServTM Telephony Server. The information related to agents availability statistics is displayed in the form of a table, which consists of certain columns, such as Agent, Logins, Logoffs, Logged Time, Pauses, Paused Time, On Call Time, ACD Call Time, Non-ACD Call Time, and Available. Pause Code ‘The Pause Code tab provides you the information on the agents pauses by the pause code in the ScopServIM Telephony Server. The information related to pause code is displayedin the form of a table, Which consists of certain columns such as Pause Code, Agents, Pauses Ratio, and Pause Time Ratio