Mitel Version 5.7 SP1 Report types

Understanding reports 255

There is no interflow default for email.

The following concepts do not apply to email:

• Overflow

• Wrap-up time

• Abandon

Report types

For a complete description of report types and fields, see the Mitel Contact Center Solutions Reports Guide.

The Contact Center Management report types include voice, email (includes SMS), chat, fax, multimedia,

Workforce Scheduling, and Intelligent Queue reports.

Administrative reports consists of the Employee Profile. It provides configuration data and contact information

on each employee.

Voice reports provide detailed information about call performance. Voice reports can be generated on the

following devices: Employee, Agent and Agent Group, Queue and Queue group, Team, Extension, Trunk,

DNIS, and Forecast.

Lifecycle reports provide detailed information on all of the events related to the life of a specific call, from the

moment the call enters the telephone system to call termination. You can generate Lifecycle reports on the

following devices: agent, agent group, queue, queue group, DNIS, DNIS group, extension, extension group,

trunk, trunk group, media server, and site. Lifecycle reports can be filtered by call direction, DNIS, trunk,

queue, duration in queue, agent, Account Code, hold duration, call duration, phone number, and extension. If

you have clustered your enterprise into a single site, you can run a Lifecycle report on site to report on your

entire enterprise. Lifecycle reports also include call notes and links to call recordings. For detailed information

on configuring Lifecycle reports, see “Configuring Lifecycle reports" in the Contact Center Management or

Call Accounting Installation Guide.

NOTE:

• Lifecycle reports containing data for internal transferred ACD calls will not link data properly unless the

Call ID feature on the telephone system is enabled.

• If you have a Network ACD environment with telephone systems in the same time zone, you must

synchronize telephone system clocks to ensure Lifecycle report accuracy.

Email reports provide detailed information about email or SMS performance, depending on the media the

email queue is configured to handle. Email reports can be generated on the following devices: Agent, Agent

Group, Queue, and Queue Group. You can generate these reports if you are licensed for Multimedia Contact

Center Email.

For Version 5.7 SP1, SMS has been added as an email queue configuration option for email media servers.

To avoid confusion, when configuring an email queue to handle SMS, we recommend you name the queue

with a unique identifier (for example, Sales SMS Queue). This will also assist with running reports on SMS

statistics, as in this release SMS is handled as email and SMS statistics appear in email reports generated on

SMS queues.

NOTE:

• Any email statistics in reports generated on SMS queues pertain to SMS contacts

• Any email statistics in Agent reports pertain to SMS contacts if the agent(s) are handling SMS media.