ReportQDR (RWQ1)

Description

Report about calls entered in queues

Release notes

Resource configuration interface

Report configuration parameters provided by SMP 5.3+

Warning: Can't find topic CustomerDocs.GenSmpDocCommonReportParametersRGb55

Resource configuration parameters

Don't forget to check if a system task SyncCDRDB (TWC4) is present in order to send CDR data to the SMP.

The time-frame for which to report. Time can be specified like e.g. "2007-03-28 13:00:00". However, it is often more practical to use relative times. Suppose you want every month a report of the last month's calls. Using absolute times, you'd have to change the start and end time each month when you want to retrieve the report.

Relative times can be specified in a specific English-like way. E.g. "last Monday" is a correct relative time specification. The format is known as "strtotime" and is for instance documented here. The strtotime format can be combined with placeholders for the current time (e.g. %m means the current month), see strftime.

To help you write relative times, a dropdown containing some often used values is available. You can use these values as such or adapt them to your needs.

The CDR report can take data from multiple SOP keys at a time. Only SOP keys from the current Cluster can be chosen. By default (if no SOP key is selected) data is taken from the current SOP key.

Note that calls going through multiple SOP's (e.g. setup with gateways) will have a record for each SOP key. The Caller ID and Called number will be similar but might not be the same. You can recognize the same calls by looking to the Time column which should be very close.

Filter on Caller Name

Limit the results to calls where the caller name equals to the given one. You can use % to match any number of characters and _ to match exactly one character. E.g. you can give "%John%" to only report on John's calls. You can also give "%John% | %Alice%" to report on both John and Alice's calls.

Filter on Caller Number

Limit the results to calls where the caller number equals to the given one. You can use % to match any number of characters and _ to match exactly one character. If you need to use the logical OR operator, you can separate two filters or numbers by |.

Filter on Called Number

Limit the results to calls where the called number equals to the given one. You can use % to match any number of characters and _ to match exactly one character. You can type by hand or select from the drop-down (for internal extensions). If you need to use the logical OR operator, you can separate two filters or numbers by |.

Filter on Destination Number

Limit the results to calls where the destination number (transfer) equals to the given one. You can use % to match any number of characters and _ to match exactly one character. You can type by hand or select from the drop-down (for internal extensions). If you need to use the logical OR operator, you can separate two filters or numbers by |.

Filter on Queue Name

Limit the results depending on a specific queue. Select one of the possibilities from the drop-down. If you need to use the logical OR operator, you can separate two filters or numbers by |.

Filter on Agent Name

Limit the results depending on a specific agent. Select one of the possibilities from the drop-down. If you need to use the logical OR operator, you can separate two filters or numbers by |.

Filter on Call Result (Queue result)

Limit the results depending on the outcome of the call (ABANDONED, COMPLETEDAGENT, COMPLETEDCALLER,...). Select one of the possibilities from the drop-down.

Note that COMPLETED includes COMPLETEDAGENT, COMPLETEDCALLER and TRANSFERED and Not COMPLETED includes ABANDONED, TIMEDOUT and NOMEMBER.

Filter on Queued Duration

Limit the results to calls where the queued duration lasted less than, at most, exactly, at least or more than the amount of seconds specified (using the <, <=, =, >=, > comparison operators respectively). You can use the drop-down to get some examples.

Filter on Conversation Duration

Limit the results to calls where the conversation (call without ring time) lasted less than, at most, exactly, at least or more than the amount of seconds specified (using the <, <=, =, >=, > comparison operators respectively). You can use the drop-down to get some examples.

Show Columns

Show only a subset of the columns in the report. Select the desired columns from the multi-select box. If none are selected all columns are assumed. This selection has no effect if "Summarize by" is used.

Summarize by...

If any of the summarize-by columns is selected, a summary report will be generated. Normally, every call in the time range will, unless it is filtered, be shown as one line in the report.

In a summary report, calls having the selected properties in common will be grouped. For each such group, one line will be shown with some aggregate functions (totals, average,...).

E.g. by choosing summarize by day, you'll get the number of calls for each day, the total and average duration of all calls per day and the total price of all calls per day.

You can specify multiple properties to summarize by in which case they all must be the same in order to be grouped together. E.g. choosing by Day and Caller Device will give report showing the number of calls made per day per phone. Clearly, not all combinations would make sense.

Note the difference between e.g. "Hour" and "Hour of day". Hour means one (absolute) hour somewhere in history, e.g. on 2007-07-01 from 8 till 9 AM. "Hour of day" means e.g. every day from 8 till 9 AM.

Decimal mark

Decimal values in the report can be expressed with a dot (3.14) or a comma (3,14).

Send report even when empty

Prevent an empty report to be sent.

SLA

Define a maximum queued duration expressed in seconds. The queued duration of each call is checked against this value and the result is reported in the "SLA Compliant" column (1 or 0).

Grand Totals

Enabling this option will show the overall totals for the following fields:

• Number of Entries
• Total Conversation Duration
• Total Queued Duration
• Average Conversation Duration
• Average Queued Duration
• ABANDONED
• TIMEDOUT
• COMPLETED
• SLA COMPLIANT (if a SLA is defined)
• % ABANDONED
• % TIMEDOUT
• % COMPLETED
• % TRANSFERED
• % SLA COMPLIANT (if a SLA is defined)

Please note that this functionality is only available for the following report's types :

• Summary
• Combined

Notes

Limitations

• Only 1 SLA is managed by report. When more than 1 queue require specific SLA, multiple reports must be created.
• Destination numbers are only available with Communication Server >= 3.22.0, net.Console >= 3.9.2 and CallManagement >= 1.8.6