Contact Center Services

Transcription

1 Contact Center Services Reporting Guide 3.5 Version 3.7

2 Toll-Free Portal Reporting Guide / Table of Contents Table of Contents TABLE OF CONTENTS... 1 INTRODUCTION... 3 STANDARD LIGHTPATH REPORTS... 4 ACCESSING REPORTS...5 REPORT SELECTION...6 CALL DETAIL REPORT...9 TYPICAL CALL OUTCOMES...11 Typical Outcomes:...11 Typical Secondary Outcomes:...11 CALL EXECUTION REPORT...12 SUMMARY BY NUMBER DIALED...14 SUMMARY BY PHONE TO WHICH CALL ROUTED...15 OUTBOUND REJECTED CALL...17 CALL ROUTING DISTRIBUTION REPORT...18 HOURLY COUNTS BY NUMBER DIALED...19 CONCLUSION

3 Toll-Free Portal Reporting Guide Introduction Introduction This document introduces the Lightpath reports. Customers who use Lightpath services see the standard Lightpath Toll-Free Portal reports described below. The Lightpath Toll-Free Portal is the foundational service offering of Lightpath. These reports detail the telephony-level routing of calls through the Lightpath platform and on to customer destinations. 3

4 Standard Lightpath Reports The following Standard Reports are available to all customers who use Lightpath Toll-Free Portal. Call Detail Report Summary by Number Dialed Summary by Phone to Which Call Routed Outbound Rejected Call Call Routing Distribution Report Hourly Counts by Number Dialed 4

5 Accessing Reports In order to access the reporting site, you first need to log into the portal at Once you are logged in, click on Reports on the navigation bar. A new tab (in your browser) launches automatically, which takes you to the report selection screen. 5

6 Report Selection The Report Criteria Selection screen prefaces all Lightpath interactive reports. From it, you can select the following: Selection criteria used for all reports The Application/Implementation you want to view - (What Level of Report General Network or Specific Application ) The Specific Report to Run. The Time Zone to use when reporting The Time-frame to Report on The Order of the Output (Sorting of Report Data) The Output Format of the Report - (Generally HTML,.xls, or.csv) Additional selection criteria used in most Lightpath reports include Callers Telephone Number ("ANIs") to filter by. Inbound Numbers Dialed ("DNISs") to filter by. Minimum Call Duration to filter by. Maximum Call Duration to filter by. Maximum Number of Rows to Report (most useful in HTML output) 6

7 The following gives an example of this Report Selection screen: 7

8 Option Select Report Time Zone Start Date/Time End Date/Time Callers Telephone Number ANI Telephone Number Dialed DNIS Minimum Call Duration (Seconds) Maximum Call Duration (Seconds) Build HTML Output Build CSV Output Build Excel Output Select the report to execute. (Required) Select the time zone to use when assembling the records to view. By default, this option is set to the time zone to which your implementation is set. (Required) Select the start date and time by way of a graphical interface. (Required) Select the end date and time by way of a graphical interface. (Required) Enter the specific ANI or ANIs you would like to filter the report by. If you want to search by multiple ANIs, enter them all in separated by commas. (Optional) Enter the specific DNIS or DNISes you would like to filter the report by. To search by multiple DNISes, enter them all in separated by commas. (Optional) Enter a number in seconds to restrict the report to calls with a duration longer than the entered number. (Optional) Enter a number in seconds to restrict the report to calls with a duration shorter than the entered number. (Optional) This will build the report using HTML to be viewed by a web browser. The HTML report offers the ability to drill down into the data to view additional details for each call. HTML reports are not suitable for large reports as they can take a very long time to generate. This will build the report in a CSV format. CSV reports cannot be viewed in a browser and do not provide drill-down functionality, but they do generate much faster and are suited for downloading large data sets into a spreadsheet or database for further analysis. This will build the report in an Excel format. Excel reports cannot be viewed in a browser and do not provide drill-down functionality, but they do generate much faster and are suited for downloading large data sets into a spreadsheet or database for further analysis. 8

9 Call Detail Report The Call Detail Report presents call-detail records (CDRs). Each CDR is a synopsis of an encounter that a caller has with the Lightpath network. The CDRs are the foundation of the reporting system: all reports are derived from them. A call is defined as the combination of a call into the Lightpath platform. The following shows the typical output of this report: Field Row Number Call ID Date Time DNIS ANI Call Class The leftmost column gives the number of the record in the report, counting from the top. Clicking on this number displays the Call Execution Report for this call. This report is described later in this document. The unique identifier assigned to the call. The date the call was received. Please note that all dates and times are stored internally in Greenwich time, and are converted to the time zone you picked on the Report Selection screen. The time the call was received. The telephone number that the caller dialed to enter the Lightpath network. The telephone number from which the call was dialed. Shows whether the caller s encounter with the Lightpath network was initiated by an inbound call, an outbound call, or a transfer. At the network 9

10 level, most calls initiate with an inbound call. Duration Outbound Duration Secondary App Outcome Outcome The length of the caller s encounter with the Lightpath network, in minutes and seconds, from the moment the encounter began to the moment it ended (sometimes called the conversation duration). The sum of the lengths of calls to transfer destinations during the caller s interaction with the Lightpath network. An outcome is presented for each connection or transfer made during the caller s interaction with the Lightpath network. Clicking on a given outcome displays detailed information on that particular connection or transfer. The overall summary outcome of the call. (See Call Outcomes for details on possible outcomes.) The following are details for the additional columns in the alternate template shown above. Field Platform Outdial Secondary Start Date Secondary Start Time The outbound number dialed. The start date for the secondary app outcome. The start time for the secondary app outcome. Secondary End Date The end date for the secondary app outcome. Secondary End Time Total Outbound Duration The end time for the secondary app outcome. The total duration for all outbound legs of a call. 10

11 Typical Call Outcomes The following is a list of possible outcomes for calls in CDRs within the Lightpath Toll-Free Portal. The outcomes have been separated into inbound and outbound calls. Some of these outcomes will appear in other Lightpath reports as well in various fashions. Typical Outcomes: Outcome IN_CONNECTED IN_ERROR IMMEDIATE_HANG UP OP_FAIL OUT_FAILED OUTDIAL_MAX The inbound call established a connection to a destination. Lightpath answered the call only to play an error message and hang up. This typically occurs because the inbound call could not be delivered to any destination. The inbound call into Lightpath ended prior to the first outbound call being established (destination going off-hook). This is typically considered an abandoned call. A Lightpath operation record could not be obtained for the inbound call. This typically occurs when the customer facing number has not been added into the Lightpath Toll-Free Portal. All attempts to dial a secondary/tertiary/etc. destination failed. This typically occurs after an inbound call has been connected to a destination and the call is then unsuccessfully transferred to a different destination. Too many outdial attempts were made (possible outdial loop). Typical Secondary Outcomes: Outcome INVITE_REJECTED IN_DISCONNECT OUT_CONNECTED RNA (Ring, No An outbound call s invite was rejected by the far end. The outbound call leg ended because the inbound call ended (Caller Hungup). This is typically considered the end of the conversation. An outbound call was successfully answered (received off-hook event from far end usually an Agent or IVR) and then either ended the leg/conversation first (Agent or IVR Hung-up) or attempted to transfer the inbound caller to another destination (meaning the Callers leg was still up when this destination leg finished). The out-dial timer expired prior to an off-hook event being received from the 11

12 Answer) NOT_ACCEPTED OUT_CANCELLED far end. A special type of Outdial where the off-hook event was received but the additional digit needed to accept the call was not received, thus refusing it. An outbound call was dropped prior to the off-hook event. This typically occurs when the referrer issues a **9 or a *4 command during a transfer sequence. Call Execution Report The Call Execution Report presents the details of a caller's encounter with the Lightpath system. It is presented when you click on a row number in the Call Detail Report. The following gives a typical example: The first table presents the Execution records that Lightpath writes as the caller traverses the telephony network and is routed to customer destinations: Field Function The label that Lightpath assigns to a particular task that it performs. A task may involve dipping into ICM, transferring a call to a destination (either: internal, external, on-net or off-net), recording a call, or some other telephony-related task. These can include the following: Labels that begin with the string CTI describe actions taken by Lightpath when interfacing with a customer s legacy Computer Telephony Integration System (CTI). The label CRITERIA relates to call recording at the network level, and 12

13 provides details regarding the recording rule or the reason why the recording was made. Labels that begin with the string OUT or ROUTE relate to the routing or dialing of calls to customer destinations. Outcome Data The outcome of the task. This will be either SUCCESS, or a brief description of an error that occurred during execution. These are network-level data that Lightpath collected during the task. Depending on the task, these may have been digits entered by the caller/agent, data retrieved from a database or third-party source (e.g., ICM), or assembled by Lightpath itself. The second table gives a synopsis of each connection performed during the caller's interaction with Lightpath: Field Call Start Call End Duration Number Dialed Vendor Dialed Outcome The date and time the transferred call was initiated. As on the Call Detail Report, the date and time are translated from Greenwich time to the time zone selected on the Report Selection screen. The date and time the call routed to the destination ended. The duration of the call, in minutes and seconds. The telephone number that was dialed. Indicates the Routing and Call Control engine is used for the call. The outcome of the transfer attempt to a destination. Here is slightly less typical example of the Call Execution report, which has an INVITE_REJECTED outcome: 13

14 In this case, Lightpath could not connect to the first destination, which can happen if a call center is down or all the lines are full. Per standard procedure, Lightpath attempted to connect two times. After two rejections, the call successfully connected to the secondary destination that was defined in the routing package. Because the call eventually had a successful connection, the caller experienced no disruption, and the Call Outcome was IN_CONNECTED. If all attempts to connect to the Alternate Destinations were rejected, the Call Outcome would be IN_ERROR and the caller would hear a recording about technical difficulties. Summary by Number Dialed The Summary by Inbound Number Dialed tallies calls by the number that the caller dialed (that is, the Inbound DNIS into the Network, also sometimes referred to as the Customer Facing Number). The following gives a typical example: 14

15 Field DNIS Inbound Calls Total Duration The DNIS to which calls were dialed. Clicking on a DNIS opens the Call Detail Report for the calls dialed to that DNIS. The number of calls received on this DNIS. The sum of the duration of the calls received on this DNIS. Average Duration The average duration of the calls received on this DNIS. Unique ANIs Outcome The count of unique ANIs of the calls received on this DNIS. This gives an estimate of the number of households from which calls were received. The tally of calls dialed to a given number by their outcomes. The columns in this section are determined by the outcomes that the system assigns to the calls. (See Call Outcomes for details on possible outcomes.) Summary by Phone to Which Call Routed The Summary by Phone to Which Call Routed tallies calls by the outbound telephone numbers they dialed. The following gives a typical example: 15

16 Field Number Dialed Outbound Calls Total Duration Mean Outbound Outcome The outbound telephone number to which a call was attempted to be routed. The number of calls dialed to the outbound number. The sum of the duration of the calls dialed to the outbound number. The average duration of the calls dialed to the outbound number. The tally of calls dialed to specific destinations by their outcomes. The columns in this section are determined by the outcomes that the system assigns to the calls. (See Call Outcomes for details on possible outcomes.) 16

17 Outbound Rejected Call The Outbound Rejected Call report tallies calls that failed one or more times on the outdialed leg. This does not mean that the call was not ultimately successful, but that at one point in the conversation there was a non-answer event on an outbound leg. The following is a typical example: Field Number Dialed Inbound Calls Total Duration The outbound number dialed (i.e. Destination dialed). The total number of Inbound Calls (i.e. Conversations) that attempted to dial the destination. The sum of the duration for all conversations attempting to dial the destination. Average Duration The average inbound duration for the conversations that attempted the destination. Unique ANIs A count of unique ANIs of the calls to the number dialed. This gives an estimate of the number of households from which calls were received. 17

18 Outcome The tally of calls sorted by their call outcomes. The columns in this section show the total of each type of outcome that the system assigns to the calls. Call Routing Distribution Report The Call Routing Distribution Report tallies the distribution of calls, by time received and DNIS. Inbound and outbound calls are tallied separately. You can download the results in CSV format, or view them in graphical or tabular formats. The following gives an example of a graph that shows a day's calls for a typical Lightpath configuration: Concurrent calls are tallied at the quarter-hour. As always, the times are set to the time zone you select on the Report Selection screen. Red bars tally inbound calls; green bars tally outbound. Here is another, similar data set shown in tabular format: The table shows the total calls counted in the above graph broken out by Inbound DNIS and Outbound Destination. Clicking on one of the numbers in the list will cause a new graph to be generated displaying only the distribution of calls to that number. 18

19 Toll-Free Portal Reporting Guide Hourly Counts by Number Dialed The Hourly Counts by Number Dialed tallies calls based on the inbound telephone number dialed, and displays the hourly breakdown of all the calls to each number. Field DNIS Inbound Calls Unique ANIs Inbound Time Mean Call Length Hour Received The inbound number dialed. The total calls to the number dialed. A count of unique ANIs of the calls to the number dialed. This gives an estimate of the number of households from which calls were received. The sum of the duration of the calls to the number dialed. The average duration of the calls to the number dialed. The total number of calls received, broken down by hour, to the number dialed. 19

20 Toll-Free Portal Reporting Guide Conclusion This concludes the discussion of the standard reports supplied with the Lightpath service offering. Based on our ability to create a rich CDR, the standard Lightpath reports can be tailored to meet a customer's business and operational objectives. We typically collaborate with customers during the service initiation and/or post-launch phases to define and deliver customized reports tailored to a customer s specific areas of interest. 20