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Softdial Reporter™ 5

Default Dashboards

On first opening Reporter, the Global View folder contains a set of default dashboards. These are of 2 types:

  1. locked Red icon - these cannot be moved in the Directory, and their widgets and layout cannot be edited
  2. unlocked Blue icon - these can be moved in the Directory, and their widgets and layout can be edited

The definitions of these default dashboards are detailed below.

ClosedOutbound Campaigns

Locked Red icon

Contains the following widgets:

ClosedCampaign Summary - Active Campaigns

Table widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Status = Running No

Displays the following data items for each running campaign:

Short Label Long Label Description
Camp Campaign The name of the campaign.
Camp Type Campaign Type The type of the campaign.
Camp State Campaign State The current status of the campaign.
Complt % Completed - % The number of sessions disposed (not transferred) by agents, as a percentage of all dialed outcomes.
Aban % Abandoned - % The percentage of sessions answered but terminated by the system because no agent was available, relative to answered sessions, since the (most recent) start of the campaign.
Logged On Now Logged On - Current The number of agents currently logged on (including those who cannot currently handle sessions)
Trunks Now Trunks In Use - Current The number of trunks currently in use.
Dialing Now Dialing - Current The number of sessions currently being dialed, (including waiting to be dialed when resources become available).
Waiting Now Waiting - Current The number of agents who are currently ready to accept a session, but have not yet accepted a session.
Avail Now Available - Current The number of agents who are currently available.
ClosedToday Top 7 - Agent Outcomes

Bar chart widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Campaign Yes

Displays the 7 data items with the highest counts from the following list:

Short Label Long Label Description
AO_002 AO Auto Attendant The agent detected that an auto attendant or IVR system had been dialed
AO_201 AO Busy (A) Agent detected busy tone
AO_206 AO Call Failure (A) Agent-detected call failure
AO_224 AO Call Rejected (A) Agent-detected call rejected SIT
AO_105 AO Commitment The agent got a sale or a promise to pay etc
AO_223 AO Incoming Barred (A) Agent-detected incoming barred SIT
AO_000 AO Live Call Live call (Unspecified)
AO_106 AO Live Left Message Live Left Message
AO_107 AO Live Unattended Live Unattended
AO_202 AO No Answer (A) Agent-detected ring no answer
AO_200 AO Not Made (A) The agent declined to make the call in preview (open progressive) mode. This is also the default Agent Outcome for preview calls that are completed without a specified Agent Outcome (from V10.6.580)
AO_225 AO Not in Use (A) Agent-detected Not in use SIT
AO_222 AO Number Changed (A) Agent-detected Number Changed SIT
AO_220 AO Number Unobtainable (A) Agent-Detected Number Unobtainable SIT
AO_120 AO Other Live No reason defined for the lack of commitment or success a call
AO_006 AO Other Non-Live Neither live voice or a machine were detected by agent
AO_221 AO Out of Order (A) Agent-detected Out-of-order SIT
AO_102 AO Refusal The called party doesn't want the service/product and no further call will be made on this campaign
AO_101 AO Reschedule The called party has asked for a call to be rescheduled for a later time, to speak to them or to another person
AO_103 AO Wrong Number The called party expected or sought does not reside at this number
AO_104 AO Wrong Person The called party expected or sought at this number was unavailable, but no arrangement is made to reschedule a call later
AO_005 AO Unknown Machine Live voice was not detected and the agent was unable to classify as meaningful non-live outcome
ClosedToday - Switch Outcomes

Bar chart widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Campaign Yes

Displays a count of each of the following data items:

Short Label Long Label Description
DO_007 Abandoned A call was made and answered, but since no agent was available to take the call, it was abandoned
DO_034 Agent AMD Answer machine detected by agent
DO_005 AMD The switch detected that an answering machine had been dialed
DO_001 Busy The called party was busy
DO_026 Fast Busy Unable to access the number through its local exchange because of network congestion
DO_003 Fax The switch detected that a fax machine had been dialed
DO_008 Host Interrupt The CTI layer (or switch) interrupted a call on account of an event such as software failure
DO_010 Live Call This is a call, of whatever type (live call, answering machine and so on), that was transferred to an agent
DO_002 No Answer There was no answer from the called party
DO_000 Not Made This is a number passed to CallGem but never dialed. This field will not be displayed in the reporting suite. This is also the default Dialing Cycle Outcome for preview calls that are completed without a specified Agent Outcome (from V10.6.580)
DO_030 Other No information on why call failed
DO_032 Planned Not Made The agent specified for an agent specific callback is not logged in
DO_009 Timed Out The call was timed out and not made because the switch did not respond to a Call Initiate [CI] message.
ClosedAgent Status

Pie chart widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Campaign Yes

Displays a count of each distinct value for the following data item:

Short Label Long Label Description
Status Endpoint Status The current status of the endpoint
ClosedInbound Campaigns

Locked Red icon

Contains the following widgets:

ClosedInbound Campaign and Queues

Table widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No

Displays the following data items for each campaign:

Short Label Long Label Description
Camp Campaign The name of the campaign.
Queue Queue The name of the queue.
SLA % SLA - % The percentage of sessions answered within SLA1 target time, out of all sessions answered in the queue.
Thruput # Throughput - Count The total number of sessions which entered the queue (regardless of what happens to them)
Avail Now Available - Current The number of agents who are currently members of this queue (including those who cannot currently handle sessions).
In Prog Now In Progress - Current The number of sessions currently connected to agents (i.e. including those on hold, conferencing, transferring, etc).
Aban # Abandoned - Count The number of sessions ended by the caller whilst waiting in the queue.
Aban % Abandoned - % The number of sessions ended by the caller whilst waiting in the queue, as a percentage of throughput.
Answer ~ Answered Duration - Avg The average duration sessions spent in the queue (including offering time) before being answered by agents.
Complt # Completed - Count The number of sessions disposed (not transferred or requeued) by all agents
Drop # Dropped - Count The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue.
Expire # Expired - Count The number of sessions that expired (i.e. overflowed and requeued) from the queue.
Handle # Handled - Count The number of sessions disposed, transferred or requeued by agents
Wait ~ Waiting Sessions - Avg The average number of concurrent sessions that have been waiting or offering within the queue.
ClosedAgent Status

Pie chart widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No

Displays a count of each distinct value for the following data item:

Short Label Long Label Description
Status Endpoint Status The current status of the endpoint
ClosedSwitch Outcomes

Bar chart widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Queue Yes

Displays a count of each of the following data items:

Short Label Long Label Description
Aban # Abandoned - Count The number of sessions were ended by the caller whilst waiting in the queue.
Agnt ReQ # Agent Requeued - Count The number of sessions handled by an agent and requeued to any other queue.
Answer # Answered - Count The total number of sessions answered by agents, regardless of later classification.
Complt # Completed - Count The number of sessions disposed (not transferred or requeued) by all agents.
Drop # Dropped - Count The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue.
Expire # Expired - Count The number of sessions that expired (i.e. overflowed and requeued) from the queue.
Handle # Handled - Count The number of sessions disposed, transferred or requeued by agents
Xfer # Transferred - Count The number of sessions transferred to any other agent or IVR.
ClosedSessions Waiting in Queue

Bar chart widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Queue Yes

Displays a count for the following data items:

Short Label Long Label Description
Wait Now Waiting Sessions - Current The number of sessions currently waiting, or offering to an agent, within the queue.
ClosedAgent Status

Locked Red icon

Contains the following widget:

ClosedAgent Status

Table widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No

Values are updated every 5 seconds.

Displays the following data items for each campaign:

Short Label Long Label Description
User Desc User Description A description of the user.
Endpt Endpoint The name of the endpoint.
Status Endpoint Status The current status of the endpoint.
Campgn Current Campaign The name of the campaign the agent is currently logged into.
Log On + Logged On Duration - Sum The total duration the endpoint has been logged on.
talkTimeL ~ TalkTimeLive - Avg The average talk time of sessions which ended with outcome generalCategoryOutcomesLive.
Wait ~ Waiting Duration - Avg The average duration the endpoint has spent waiting for a session.
Wrap ~ Wrapping Duration - Avg The average duration the endpoint spent wrapping.
talkTimeL > TalkTimeLive - Max The longest talk time of any session which ended with outcome generalCategoryOutcomesLive.
talkTimeL + TalkTimeLive - Sum The sum of the talk time of sessions which ended with outcome generalCategoryOutcomesLive.
talkTimeL ~ TalkTimeNonLive - Avg The average talk time of sessions which ended with outcome generalCategoryOutcomesLive.
talkTimeNL > TalkTimeNonLive - Max The longest talk time of any session which ended with outcome generalCategoryOutcomesNonLiveAgent.
talkTimeNL + TalkTimeNonLive - Sum The sum of the talk time of sessions which ended with outcome generalCategoryOutcomesNonLiveAgent.
ClosedCampaign Performance

Unlocked Unlocked

Contains the following widget:

ClosedCampaign Performance - Summary

Static report (summary) widget, with the following default filter:

Filter Default Value Can be changed?
Time Today Yes

Displays the following data items for each campaign:

Short Label Long Label Aggregation method for 'Total' line Description
Complt # Completed - Count sum The number of sessions disposed (not transferred) by all agents.
Complt % Completed - % avg The number of sessions disposed (not transferred) by agents, as a percentage of all dialed outcomes.
DO_010 DO Connected sum This is a call, of whatever type (live call, answering machine and so on), that was transferred to an agent
DO_007 DO Abandoned sum A call was made and answered, but since no agent was available to take the call, it was abandoned
DO_001 DO Busy sum The called party was busy
DO_006 DO Call Failure sum Reasons may include network load, phone offhook, or dead line
DO_024 DO Call Rejected sum A non-standard device such as a videophone would not accept the call
DO_005 DO Answer Machine sum The switch detected that an answering machine had been dialed
DO_031 DO Called Party Hangup sum Called party hang-up (available only when using switch-determined routing): the call has been connected, but the called party has hung up during the interval allowed before CallGem must abandon the call. This interval is specified in the Abandoned Call Delay [DE] parameter of the Overdial Tuning [OT] and Call Initiate [CI] messages.
Complt ~ Completed Duration - avg avg The average duration of any session disposed (not transferred) by an agent.
In Prog ~ In Progress - Avg avg The average number of sessions that have been connected concurrently to agents.
In Prog + In Progress Duration - total sum The total duration of all sessions in progress.
Wrap Time ~ Wrap Time - Avg avg The average duration agents have spent wrapping.
Wrap Time + Wrap Time - Total sum The total duration agents have spent wrapping.
Wait Time ~ Wait Time - Avg avg The average duration agents have spent waiting for a session.
Wait Time + Wait Time - Total sum The total duration agents have spent waiting for sessions.
AO_001 AO Answering Machine sum The agent detected that an answering machine had been dialed
ClosedCampaign Results

Unlocked Unlocked

Contains the following widget:

ClosedCampaign Outcomes

Static report (summary) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes

Displays the following data items for the specified campaign, broken down by

  1. Campaign
  2. General Outcome Category Name
  3. Switch Outcome Name
  4. User Outcome Name
Label Aggregation method for 'Total' line Description
Connected Duration - Total avg Total time in 'connected to user' state (in direct conversation between the customer and a user).
Wrapping Duration - Total avg The subtraction of
  • Z5 (Disconnect Timestamp), from
  • Z6 (Transaction Complete Timestamp)
Talking Duration - Total avg The sum of
  • J8 (connected)
  • J9 (on hold)
  • K0 (on mute)
  • K1 (transferring)
  • K2 (conferencing)
On Mute Duration - Total avg Total time in 'muted' state (for one or more parties), during this session.
On Hold Duration - Total avg Total time in 'on hold' state, during this session.
Count sum The number of sessions aggregated into this line
% sum The number of sessions aggregated into this line, as a percentage of the total (100%)
ClosedInbound Summary

Unlocked Unlocked

Contains the following widget:

ClosedInbound Campaign - Summary

Static report (summary) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes

Displays the following data items for each queue:

Label Aggregation method for 'Total' line Description
Completed - Count Sum The number of sessions disposed (not transferred or requeued) by all agents
Abandoned - Count Sum The number of sessions were ended by the caller whilst waiting in the queue.
Expired - Count Sum The number of sessions that expired (i.e. overflowed and requeued) from the queue.
Dropped - Count Sum The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue.
Transferred - Count Sum The number of sessions transferred to any other agent or IVR.
SLA - % Average The percentage of sessions answered within SLA1 target time, out of all sessions answered in the queue.
Available - Avg Average The average number of agents that have concurrently been members of the queue.
Waiting Sessions - Avg Average The average number of concurrent sessions that have been waiting or offering within the queue.
ClosedAgent Performance

Unlocked Unlocked

Contains the following widget:

ClosedAgent Performance Summary

Static report (summary) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes

Displays the following data items for each endpoint:

Short Label Long Label Aggregation method for 'Total' line Description
Log On + Logged On Duration - Sum sum The total duration the endpoint has been logged on.
Idle ~ Idle Duration - Avg avg The average duration the endpoint has spent in 'idle' state.
wrapTimeNL ~ WrapTimeNonLive - Avg avg The average wrap time of sessions which ended with outcome generalCategoryOutcomesNonLiveAgent.
wrapTimeL ~ Wrap Time Live - Avg avg The average wrap time of sessions which ended with outcome generalCategoryOutcomesLive.
Wait ~ Waiting Duration - Avg avg The average duration the endpoint has spent waiting for a session.
talkTimeNL ~ TalkTimeNonLive - Avg avg The average talk time of sessions which ended with outcome generalCategoryOutcomesNonLiveAgent.
talkTimeL ~ TalkTimeLive - Avg avg The average talk time of sessions which ended with outcome generalCategoryOutcomesLive.
glCotcmLive ~ Live time - Avg avg The average duration of sessions which ended with outcome generalCategoryOutcomesLive.
Complete # Completed - Count sum The number of completed sessions.
ClosedAgent Results

Unlocked Unlocked

Contains the following widget:

ClosedAgent Results Summary

Static report (summary) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes

Displays the following data items, broken down by

  1. Campaign
  2. User
  3. General Outcome Category Name
  4. User Outcome Name
Label Aggregation method for 'Total' line Description
On Hold Duration - Total Sum Total time in 'on hold' state, during this session.
Connected Duration - Total Sum Total time in 'connected to user' state (in direct conversation between the customer and a user).
Talking Duration - Total Sum The duration between Agent Connect [AC] and Call Disconnect [CD] events
On Mute Duration - Total Sum Total time in 'muted' state (for one or more parties), during this session.
Wrapping Duration - Total Sum The duration between Call Disconnect [CD] and Transaction Complete [TC] events
On Hold Duration - Total Sum Total time in 'on hold' state, during this session.
ClosedDetailed Call Report

Locked Locked

Contains the following widget:

ClosedCall Detailed Report

Static report (detail) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes

Displays the following data items for each completed session:

Label Description
Campaign The campaign with which this session is associated.
Dialing Method The dialing method used for this session.
Endpoint The endpoint name.
Media Type The type of the media session (e.g. voice, chat, email, etc).
Phone Number The telephone number.
Queue For inbound sessions, the queue to which this session belongs.
Switch Outcome Name The name of the session outcome as returned by the system, whether successful or not. Applies to both those agent-connected and non-agent-connected sessions.
User Outcome Name The name of the session outcome as chosen by the user. Applies only to agent-connected sessions.
Session Started - Event For outbound campaigns, the timestamp for the session being launched. For inbound queues, the timestamp of the session being queued.
Talking Duration - Total The sum of
  • J8 (connected)
  • J9 (on hold)
  • K0 (on mute)
  • K1 (transferring)
  • K2 (conferencing)
Wrapping Duration - Total The sum of
  • K3 (after completion, waiting for disconnect)
  • K4 (waiting for disposal)
ClosedChat Dashboard

Locked Red icon

Contains the following widgets:

ClosedInbound Campaign and Queues

Table widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Queue is like chat No

Displays the following data items for each campaign:

Short Label Long Label Description
Camp Campaign The name of the campaign.
Queue Queue The name of the queue.
SLA % SLA - % The percentage of sessions answered within SLA1 target time, out of all sessions answered in the queue.
Complt # Completed - Count The number of sessions disposed (not transferred or requeued) by all agents
Complt % Completed - % The number of sessions disposed (not transferred or requeued) by agents, as a percentage of throughput.
Drop # Dropped - Count The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue.
Drop % Dropped - % The number of sessions dropped (due to no valid overflow on overflow timeout or no agents on the queue) as a percentage of throughput.
Expire # Expired - Count The number of sessions that expired (i.e. overflowed and requeued) from the queue.
Expire % Expired - % The number of sessions that expired (i.e. overflowed and requeued) from the queue, as a percentage of throughput.
Handle ~ Handled Duration - Avg The average duration of sessions disposed, transferred or requeued by agents, or expired, dropped or abandoned, from the time they entered the queue.
Handle # Handled - Count The number of sessions disposed, transferred or requeued by agents, or expired, dropped or abandoned.
ClosedAgent Status

Pie chart widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No

Displays a count of each distinct value for the following data item:

Short Label Long Label Description
Status Endpoint Status The current status of the endpoint
ClosedSwitch Outcomes

Table widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Queue Yes

Displays a count of each of the following data items:

Short Label Long Label Description
Aban # Abandoned - Count The number of sessions were ended by the caller whilst waiting in the queue.
Agnt ReQ # Agent Requeued - Count The number of sessions handled by an agent and requeued to any other queue.
Answer # Answered - Count The total number of sessions answered by agents, regardless of later classification.
Complt # Completed - Count The number of sessions disposed (not transferred or requeued) by all agents.
Drop # Dropped - Count The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue.
Expire # Expired - Count The number of sessions that expired (i.e. overflowed and requeued) from the queue.
Handle # Handled - Count The number of sessions disposed, transferred or requeued by agents
Xfer # Transferred - Count The number of sessions transferred to any other agent or IVR.
ClosedSessions Waiting in Queue

Bar chart widget, with the following default filters:

Filter Default Value Can be changed?
Time Live No
Item Queue Yes

Displays a count for the following data item:

Short Label Long Label Description
Wait Now Waiting Sessions - Current The number of sessions currently waiting, or offering to an agent, within the queue.
ClosedSessions Summary

Locked Red icon

Contains the following widget:

ClosedInbound Campaign - Summary

Table widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes
Item Queue is like chat Yes

Displays the following data items for the specified queue, broken down by

  1. Campaign
  2. Queue
Label Aggregation method for 'Total' line Description
Completed - Count sum The number of sessions disposed (not transferred or requeued) by all agents
Abandoned - Count sum The number of sessions were ended by the caller whilst waiting in the queue.
Expired - Count sum The number of sessions that expired (i.e. overflowed and requeued) from the queue.
Dropped - Count sum The number of sessions dropped due to no valid overflow on overflow timeout or no agents on the queue.
Transferred - Count sum The number of sessions transferred to any other agent or IVR.
SLA1 - % avg The percentage of sessions answered within SLA1 target time, out of all sessions answered in the queue.
Available - Avg avg The average number of agents that have concurrently been members of the queue.
Waiting Sessions - Avg avg The average number of concurrent sessions that have been waiting or offering within the queue.
ClosedDetailed Report

Locked Locked

Contains the following widget:

ClosedChat Detailed Report

Static report (summary) widget, with the following default filters:

Filter Default Value Can be changed?
Time Today Yes
Item MediaType = chat Yes

Displays the following data items for each completed chat session:

Label Description
Campaign The campaign with which this session is associated.
Queue For inbound sessions, the queue to which this session belongs.
User Description The user description.
Session Started - Event For outbound campaigns, the timestamp for the session being launched. For inbound queues, the timestamp of the session being queued.
Talking Duration - Total The sum of
  • J8 (connected)
  • J9 (on hold)
  • K0 (on mute)
  • K1 (transferring)
  • K2 (conferencing)
User Outcome Name The name of the session outcome as chosen by the user. Applies only to agent-connected sessions.
Queueing Duration - Total The sum of
  • J4 (connect signalled)
  • J5 (enqueued)
  • J7 (offering)
Chat Session Occupancy Percent The percentage of time this chat session was in focus.
Connected Duration - Total Total time in 'connected to user' state (in direct conversation between the customer and a user).
Chat Agent First Response Time The agent's first response time for a chat session.

 

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