Understanding reports 251
Reports
NOTE: As a best practice, we recommend you limit the reports you run to under 65,000 rows of data. If you
need to run reports with more than 65,000 rows of data you must take the following requirements into
consideration. Reports with more than 65,000 rows can only be viewed in Microsoft Excel 2007 or greater. In
addition to this, you must ensure that your Enterprise Server hardware meets the minimum memory
requirements. If you are running reports with more than 65,000 rows of data, we recommend you use Server
Configuration 4 as the hardware and software guidelines for the Enterprise Server. For more information, see
"Server Configuration 4" in the Contact Center Solutions and Call Accounting System Engineering Guide.
The Reporter and Scheduled Reports applications provide detailed performance statistics. You use Reporter
to produce on-demand reports, and Scheduled Reports to automate report generation. You can generate
reports for day of week, day of month, week, or 15, 30, or 60-minute intervals, and for over-midnight shifts.
You can create presentation-quality tables and charts in Microsoft Excel or Adobe Acrobat .pdf format.
The prairieFyre Service analyzes the raw telephone system data with respect to the YourSite Explorer
configuration details. The service then writes the statistical data to Structured Query Language (SQL). It is this
statistical data that sources the reports.
Time stamps for data produced in a 5000/Axxess configuration that uses a CT Gateway are based on the
Enterprise Server’s PC clock. If the 5000/Axxess configuration includes remote servers, then time stamps are
based on the remote server’s PC clock. Time stamps for the 3300 ICP are based on the telephone system
clock.
You can view reports in .pdf and you must install Excel on the Enterprise Server to view reports. Whether you
want to view reports in .pdf or Excel, you must set up contacts and contact groups to which you will email
reports.

Understanding reports

To create meaningful reports you must understand reporting concepts.
Service Level is the standard measurement of customer service because it provides the most accurate
representation of the customers’ experience. An appropriate Service Level objective is one that
• Satisfies callers’ expectations for service
• Keeps abandonment in check (at less than five percent)
• Minimizes expenses and maximizes revenue
Understanding the following terms will help you define your corporate Service Level objective.

Offered

All of the contacts (calls, emails, SMS messages, chats, faxes) received by the ACD queue, regardless of how
they are handled or routed, are referred to as offered contacts. Offered contacts include ACD handled
contacts, abandoned (long) contacts, and interflowed (long) contacts. ACD requeued contacts, queue
unavailable (path available) contacts, and abandoned (short) contacts are not considered to be offered
contacts. The Erlang C equation uses offered contacts and Average Talk Time data in calculating the agents
required.

Handled

Handled contacts are calls, emails, SMS messages, chats, and faxes answered by live agents. If an agent
answers a call and then forwards it to another agent or supervisor before the Short Handle time threshold, the
call is classified as an ACD Short Handle Call. You define a Short Handle time threshold for queues.