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You can compile quick versions of these with calculations based on readings from the ACD in once-per-quarter reports. The first three come from the Gate Summary report, the latter from the
Interpreting the quarterly ACD Gate Summary report
Here is a reduced version of the gate-summary-fy10-q4-detail.txt file from the ACD:
Printed Thu Aug 19 14:56:19 2010 eonacd-a
Thu Apr 1 00:00:00 2010 Gate Traffic Report Detail Page: 1
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----------- Number Of Calls -------- Svc ---Average--- --Queue- Total NCIP
Time Period Off Ans Oflw Dvtd Lost Dlyd Lvl Talk Work Dly Max Long Hours Max
--------------- ---- ---- ---- ---- ---- -- - --- -- -- - -- --- ----
Thu Apr 1 57 55 0 0 2 9 81 9:08 8:18 0:28 2 8:24 8.88 3
Fri Apr 2 71 65 0 2 4 11 79 6:32 6:57 0:18 2 4:31 7.71 2
Mon Apr 5 84 79 0 1 4 19 73 7:35 9:03 0:43 2 6:04 11.21 3
Tue Apr 6 93 85 0 0 8 40 48 7:40 5:32 1:22 4 8:46 12.98 5
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Mon Jun 28 95 87 0 2 6 29 63 6:13 8:50 0:55 3 9:46 10.72 3
Tue Jun 29 88 77 0 1 10 33 51 8:52 11:58 1:11 4 6:22 13.34 4
Wed Jun 30 103 90 0 0 13 36 52 6:19 5:55 1:04 5 7:56 11.63 3
--------------- ---- ---- ---- ---- ---- -- - --- -- -- - -- --- ----
Gate Total: 4900 4546 0 38 316 1229 68 7:15 7:10 0:47 6 17:49 623.26 7
--------------- ---- ---- ---- ---- ---- -- - --- -- -- - -- --- ----
Grand Total: 4900 4546 0 38 316 1229 68 7:15 7:10 0:47 6 17:49 623.26 7
You can compile quick versions of these with calculations based on readings from the ACD in once-per-quarter reports. Use the Grand Total line since only the Call Center gate is in the report.
- Count the work days in the report. Monday holidays are omitted from the listing. So, between April 1 and June 30 there were 63 working days.
- “Off” is calls offered – 4900 total calls / 63 working days = 77.77 calls per day average.
- “Lost” is calls abandoned – 316 calls abandoned / 4900 calls offered = .0645 or 6.4% abandon rate.
- “Dly” is the average Delay in answering. The report says it’s 47 seconds.
Interpreting the quarterly Agent Group Summary report
Here is a reduced version of the agent-group-summary-fy10-q4-detail.txt file from the ACD:
Printed Thu Jul 1 14:38:46 2010 eonacd-a
Thu Apr 1 00:00:00 2010 ACD Agent Report (Voice) Summary Page: 1
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# ACD Avg Avg Login ----------------- Time in Activity --------------- ---- PBX Calls -----
Agent Name Handld Talk Wrap Time Avl ACD Wrp Unv Brk Lun Msc Pbx Prd Rcvd Avg Made Avg
--------------- ---- --- --- --- --- --- --- --- --- --- --- --- --- -- --- -- ----
Artie HD Test 0 0:00 *: 0:00 0.0 0.0 *. 0.0 0.0 0.0 0.0 0.0 0.0 0 0:00 0 0:00
Baars, Fred 104 6:45 *: 66:07 34.4 17.7 .* 19.4 0.0 0.0 0.0 1.3 80.6 0 0:00 25 1:59
Barton, April 237 7:45 *: 120:47 29.9 25.3 *. 15.2 0.0 0.0 0.0 1.9 84.8 2 13:05 37 2:56
Brids, Bill 58 3:05 *: 25:13 55.6 11.8 .* 13.2 0.0 0.0 0.0 0.1 86.8 0 0:00 2 0:51
Call Center Supe 0 0:00 *: 0:00 0.0 0.0 *. 0.0 0.0 0.0 0.0 0.0 0.0 0 0:00 0 0:00
Doczi, Jozsef 123 7:35 *: 60:26 21.3 25.7 .* 24.1 0.0 0.0 0.0 4.6 75.8 0 0:00 52 3:13
Goguen, Barbara 0 0:00 *: 0:00 0.0 0.0 *. 0.0 0.0 0.0 0.0 0.0 0.0 0 0:00 0 0:00
Gresham, Chris 16 8:32 *: 14:05 18.5 16.2 .* 44.7 0.0 0.0 0.0 4.2 55.3 0 0:00 5 7:08
Joni HD Test 0 0:00 *:* 0:01 0.0 0.0 *.* 100.0 0.0 0.0 0.0 0.0 0.0 0 0:00 0 0:00
Lang, Bob 161 7:19 *: 66:24 40.7 29.6 .* 9.8 0.0 0.0 0.0 0.5 90.2 0 0:00 10 2:09
Larrabee, Joanne 32 11:21 *: 27:24 28.8 22.1 *. 13.3 0.0 0.0 0.0 2.0 86.7 0 0:00 14 2:20
Lundgren, Robin 225 7:20 *: 102:51 37.0 26.7 .* 6.4 0.0 0.0 0.0 4.3 93.6 4 8:47 81 2:49
Morzinski, Jacob 198 8:00 *: 120:51 44.0 21.8 *. 13.3 0.0 0.0 0.0 1.4 86.7 0 0:00 37 2:49
Ness, Mark 276 6:32 *: 124:52 52.6 24.1 .* 3.8 0.0 0.0 0.0 0.9 96.2 1 0:01 27 2:33
New Hire3 0 0:00 *: 0:00 0.0 0.0 *. 0.0 0.0 0.0 0.0 0.0 0.0 0 0:00 0 0:00
Parastatides, R 402 4:25 *: 135:38 52.0 21.8 .* 8.9 0.0 0.0 0.0 0.0 91.1 1 0:02 3 0:29
Peloquin, Stuart 107 6:19 *: 58:05 50.6 19.4 *. 11.1 0.0 0.0 0.0 3.2 88.9 0 0:00 24 4:38
Reed, Jessica 125 8:03 *: 78:39 41.7 21.3 .* 12.8 0.0 0.0 0.0 2.4 87.2 1 3:43 88 1:13
Robinson, Lisa 62 6:51 *: 29:12 29.6 24.2 *. 21.6 0.0 0.0 0.0 6.6 78.4 1 20:45 25 3:48
Shang, Jennifer 249 7:28 *: 119:16 34.5 26.0 .* 5.9 0.0 0.0 0.0 1.9 94.1 1 23:32 37 3:06
Student1 450 6:01 *: 242:21 40.3 18.6 *. 11.5 0.0 0.0 0.0 1.0 88.5 0 0:00 56 2:38
Student2 264 5:44 *: 124:05 46.0 20.3 .* 8.3 0.0 0.0 0.0 0.7 91.7 2 1:37 17 3:05
Student3 477 5:44 *: 198:02 36.8 23.0 *. 8.1 0.0 0.0 0.0 1.3 91.9 3 0:07 29 5:16
Student4 416 5:57 *: 196:37 40.1 21.0 .* 13.2 0.0 0.0 0.0 1.7 86.8 2 0:46 98 2:05
Student5 66 5:17 *: 37:47 50.5 15.4 *. 14.6 0.0 0.0 0.0 0.7 85.4 0 0:00 8 1:58
Student6 0 0:00 *: 0:00 0.0 0.0 .* 0.0 0.0 0.0 0.0 0.0 0.0 0 0:00 0 0:00
Student7 0 0:00 *: 0:00 0.0 0.0 *. 0.0 0.0 0.0 0.0 0.0 0.0 0 0:00 0 0:00
Thorn, Matthias 237 5:10 *: 101:32 41.2 20.1 *. 10.3 0.0 0.0 0.0 0.8 89.7 0 0:00 12 4:06
Training Supervi 0 0:00 *: 0:00 0.0 0.0 *. 0.0 0.0 0.0 0.0 0.0 0.0 0 0:00 0 0:00
Van Dyke, Mark 130 4:46 *: 47:08 52.0 21.9 *. 6.8 0.0 0.0 0.0 0.4 93.2 0 0:00 9 1:09
Verrick, Christi 121 5:10 *: 57:59 42.1 18.0 *. 12.9 0.0 0.0 0.0 0.4 87.1 0 0:00 10 1:33
Witt, Karl 53 5:41 *: 44:29 13.0 11.3 *. 30.0 0.0 0.0 0.0 1.4 70.0 0 0:00 28 1:22
--------------- ---- --- --- --- --- --- --- --- --- --- --- --- --- -- --- -- ----
Group Total: 4589 6:15 *:* 2199:51 40.2 21.7 *.* 11.6 0.0 0.0 0.0 1.6 88.4 18 6:21 734 2:38
--------------- ---- --- --- --- --- --- --- --- --- --- --- --- --- -- --- -- ----
Grand Total: 4589 6:15 *:* 2199:51 40.2 21.7 *.* 11.6 0.0 0.0 0.0 1.6 88.4 18 6:21 734 2:38
Use the Grand Total line since only the Computing Helpdesk group is in the report.
- Remember the number of work days from the gate summary report above: between April 1 and June 30 there were 63 working days.
- “Login time” reports 2199:51, call it 2200 hours – 2200 hours total / 63 days = 34.92 hours per day.
To get the summary reports from eOn Supervisor Workspace
Attach the \\HD-BS-02\Reporting share as drive Q:\.
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See the attached Word file for exactly how.
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Launch the Adminstrative console with the left button below
Open folders to find the Gate Traffic section
And select the Quarterly Gate Traffic report.
Edit à Modify the Gate Traffic report on a series of screens to include the correct date range, and change the filename to match. The last button in the series will run the report, create the report file, and open it for you.
From the Agent reports à ACD Agent section,
Select the Quarterly ACD Agent Report.
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