Queue Manager Enterprise administrators can analyze the details of managed calls, performing some statistics on the available data.
QME stores in the database a Call Detail Record (CDR) for each call managed by a queue. Such CDRs include following information:
Each CDR includes the call classification, that is the final treatment applied to the call. Possible values are:
The termination reason field describes with more details the reason of call termination, that is when the call classification is Refused. This field is valued only when a particular scenario occurs and the application is programmed to refuse the call or when there are no more resources (licenses) to manage the call. E.g. when licensed channels are exceeded, the behavior “queue full” is triggered.
Possible values for this field are:
All call start times are referred to the Imagicle server timezone.
For instance, if the server is configured on the USA EST timezone and a queue is configured on the UK London timezone, calls handled by such queue will be reported as arrived 5 hours behind the queue local time.
This time shift must be considered when reading a call details report and when applying a time filter.
The Reports can be accessed through the web interface selecting the link on the QME menu.
Through the web interface, you can launch the following queue-based reports:
and the following agent-based reports:
Each report page is divided in two sections. The upper parts allows you to filter (restrict) the results selecting a group of relevant parameters (e.g. call arrival time, queue, waiting time...). The lower part shows the result, including graphics when available.
Once generated, each report can be exported in Excel, Word or PDF format, and also scheduled.
Interactive Call Detail Analysis allows you to dynamically group and filter the call records. Here is how to do it.
You can group by one or more column. When data are grouped, the total number of calls and the average values are calculated per group.
The table header include filtering capabilities for the data. Different column filters can be combined to extract the interesting portion of data. For example, setting a filter on the Queue column and on the Classification column, will extract all CDRs related to that queue, with selected classification.
Changing any of the parameters will update the report contents. CDR are reported in the order they have been generated by QME (descending order).
In the sample image below, you can see CDRs related to calls served by "Vicini Sonia" and subsequently transferred to ext. 999, grouped by date.
Once generated, this report can be exported to Excel or CSV format.
The Agent Analysis report shows
Data can be filtered per date, agent and queue.
Once generated, each report can be exported in Excel or PDF format, and also scheduled.
The Agent Activity Log shows the following events:
You can filter and interactively group data per Agent and per Queue. The interaction is similar to Call Data Analysis.
Scheduled reports are executed periodically and sent via e-mail.
To schedule a report, setup the filtering options and run it from the web interface. Once you are satisfied with the result, press the "schedule" button. You'll be asked when the report must be automatically executed, and the recipients' e-mail address check or edit these settings later, through the Scheduled Reports web page.