Mitel Version 5.7 SP1 SMDR Inspector

298 Chapter 10 Data-mining Tools

The Queue events tab displays the Queue statistics when there were a maximum of two agents available, for

the dates selected, for all of the queues that end in “00”. The Queue statistic in this case are the records of the

telephone system performing re-synchronization. A refresh record is produced every time the system notices

the date or hour has changed (once an hour).

Using the Options tab, you can run a search for error and information records. The error messages are

records of sequence errors. The information records are records of when the Collector restarts.

To run an exception events search

1. Click the ACD Inspector criteria tab.

2. Click the Options tab.

3. Click Select dates and select a date.

4. Under Select media servers, Phone is preselected.

5. Under Time ranges, type the Start at and End at times.

6. Under Exception records ensure the Error records and/or Information records check boxes are

selected.

7. Under Output record count, select the maximum number of records you want to display.

8. Click Start search.

The ACD Inspector results - Agent events tab opens.

9. Click the Exception events tab.

Table 10-4 describes the ACD information provided by the Exception events tab.

SMDR Inspector

SMDR Inspector searches through SMDR data to find specific contact center events. For example, suppose

you receive a complaint from a caller who waited 16 minutes in queue for a customer service agent, sometime

between 1:00 P.M. and 1:30 P.M. sometime last week. In a single session, you can search through data from

multiple days to find a specific event. The search follows a wild card format. Your specifications do not have to

be exact. You can make the search as inclusive or exclusive as you wish. The results are placed in an easy-

to-interpret grid that can be printed or saved to file. You can verify that your reports are valid by conducting

searches against raw telephone system data.

Common SMDR Inspector searches include searches for all of the records on

• Queue P001

• Calls the telephone system sent to agent group 23

• The queue for which agent 8000 answered calls

• Outbound calls made by agent 2311 (internal and external)

• Where Account Codes were entered

• DNIS that start with 89

• Calls transferred to trunks

Media server The Media server box identifies the telephone system (with or without MiTAI)

application that produced the event record.

Record The Function/Event box displays refresh records. The refresh event signifies the

start of a new cycle of group and queue statistics.