Reports

Call statistics when using the Avaya IPOffice phone system

When using call statistics with the Avaya IPOffice phone system there are a few exceptions.
These exception are because of missing events in certain situations, especially missing events on external trunks.

No call statistics are shown for:

  • external calls to not registered devices
  • external calls to busy devices
  • external calls to devices forwarded to external device
  • queued calls at busy group or device

There are statistics for external calls to empty groups or groups with no available member.

No transferred call statistics are shown for blind transferred calls.
E.g. there is no statistics about how many blind transferred calls are answered after transfer.

Transferred call statistics are shown for consult/transferred calls, but there are some limitations for calls transferred to external devices.

Calls for twinning devices do always show local device as connected device even if call is answered by twinning device

 

Totalview Reports

Scaling and the Totalview Reports

While it is generally recommended to use the Totalview Reports at 100% for optimum display results, the following scaling factors are also supported: 120%, 125%, 150%. Other scaling factors are not supported, as the visual results can be unpredictable and impact the usability of the application negatively.

Below we provide examples of different scaling factors, as well as exemplify problematic issues when choosing them.

Please note that all scenarios were tested with a monitor resolution of 1920×1080. For other resolutions, the scaling recommendations below may vary.

 

100% Scaling (Recommended)

At 100%, the Totalview Reports will be displayed optimally on the screen, as all elements and text will be shown correctly.

 

120% Scaling (Supported)

The Totalview Reports can be used with a display scaling at 120%, as all elements have sufficient space and are shown properly.

 

125% Scaling (Supported)

At 125%, the Totalview Reports behave normally, while it is possible that extra scrollbars may appear, as shown in the example below. This issue, however, can be remedied by collapsing the menubar to the left.

 

150% Scaling (Supported)

At 150%, the Totalview Reports are usable. However the amount of space available for the elements on the page is highly reduced.

 

With a scaling factor of 150% it is highly advisable to have the menubar to the left collapsed. Otherwise, users might run into the problems of elements overlapping, as shown below:

 

175% Scaling (Not supported)

Using the Totalview Reports at a 175% scaling is discouraged, as the avaialble space for all elements becomes too small, potentially allowing for overlaps:

 

 

 

 

It has to be noted that, because the Totalview Reports are web-based, users can always use the in-built scaling of their browsers to decrease the scaling factor.

Display Scaling

Totalview is being developed to run on a range of different environments, with different displays and resolutions. Naturally, such flexibility comes with its own challenges. This section is intended to address issues that may occur when using Totalview applications at varying scaling factors. The factors exemplified here will be 100, 120, 125, 150 and 175 percent, with a base resolution of 1920×1080, for the following applications:

Work and Divisions

With Work and Divisions, the administrator can see how much time each Division has spent on a job in a specific time interval. Select time interval by clicking the date time picker and select from predefined intervals, such as This week, previous week, this month etc.

 

Work and Staff

With Work and Staff, the administrator can see how much time each employee has spent on a job in a specific time interval. Select time interval by clicking the date time picker and select from predefined intervals, such as This week, previous week, this month etc.

 

 

As default the overview is grouped by staff. Another option is to group by Jobs by selecting from the Group by dropdown

 

 

The administrator has the option to compare different jobs to see how much time was spent on each of the jobs.

 

 

By selecting the appropriate jobs and clicking the Show button, you will see how much time each employee spent on these jobs in the selected time interval. In the example below, we compare Administration and Programming.

 

 

As default, the jobs are stacked in the overview.

 

 

Furthermore, it is possible to click e.g. Programming to see specifically what have we been programming. In the example below, we see that Totalview is the software we have spent time on in the specific time interval.

 

 

On every page, the user has the option to save data as PDF or Excel.

Compare

Another feature within the work specification is the Compare function. From the Compare function, the administrator has the option to select different jobs in order to compare how much time was spent on each job in a specific time interval. Just click the Compare dropdown in order to get a list of all the jobs you can choose between.

 

Click the Show button and the graph will show how much time was spent on the jobs selected in the compare matrix.

 

 

The graph can be saved either as PDF or Excel. The Excel report will show a sum of hours spent on the jobs for each day in the interval

 

Work by Time

With Work by time, the administrator can see how much time is spent on different jobs in a specific time interval. Default, the time interval will be this month. It is easy to change the time interval, just click the date time picker and choose between e.g. This week, previous week, this month, previous month etc.

 

 

Work specification

When logging in with admin rights, the user have access to the Work specification statistics. It can be found in the upper left corner of the menu.

The main purpose with the Work specification reports is to be able to measure how time is spent on different projects and jobs. On which projects do the company spend most time etc.

The Work specification is divided into four parts:

  • Work Overview
    • Work by Time
    • Work and Staff
    • Work and Divisions

As an admin, you will be able to see the work done by all employees that you have rights to see.

As a non admin, you will only be able to see your own work

Filter series

For every graph you can filter out the series you want to see by clicking on the series’ label. As default the graph shows all series.

View data

For every graph, you can see the data that the graph is built upon. Click the “View data” under the graph to see the relevant data for…

All Call Services (Answering Ratio by Employee)

The Answering Ration by Employee shows the Ratio between answered and unanswered customer and internal calls by employee

All Call Services (Answering Ratio by Availability)

All Call Services (Answering Ratio by Availability)

The Answering Ration by Availability shows the Ratio between answered and unanswered customer calls by availability.

All Call Services (Answered and Unanswered Customer Calls)

The Answered and Unanswered Customer Calls shows the Ratio between answered and unanswered customer calls in the selected time interval.

All Calls Services (Waiting time)

The Waiting Time shows the Time until customer and internal calls are answered. This is the dial-up time before the caller is answered or hangs up.

All Call Services (Answered and Unanswered Calls)

The Answered and Unanswered Calls shows the Ratio between answered and unanswered customer and internal calls in the selected time interval.

All Call Services – Call load

All Call Services refers to both incoming, outgoing, internal and external calls.

Waiting time

The Waiting time menu shows a graph over the waiting time the callers have waited until the call is answered or hung up.
The graph has three series. The first series shows the dial-up time in average. The second show the dial-up time until callers hang up in average. The third shows in average the dial- up time for the worst 5% of the calls that either were answered or hung up.