Design & Development Aheeva Education & Certification Services

1. Design & DevelopmentAheeva Education & Certification Services

2. Historical Reports & Custom Reporting

3. Overview • Historical standard reports in Aheeva CCS include reports on • Agent Details • Agent Groups • Agent Summary • Outbound Calls • Inbound Calls • Agent Login • Campaign • Calling List • Queue • Data for historical reporting purposes gets crunched every 15 minutes by the dbCruncher process • Custom reports can be created by directly accessing some Aheeva CCS database table • Detailed information of the historical reports can be found in the Aheeva CCS Administration Guide

4. Custom reports • Custom reports source of data can be grouped into four categories: • Agents data • Queues data • Calling lists data • Adherence data

5. Agents data • All the operations performed by an agent are recorded in the datamart_agent_details database table. It’s related to 2 other tables: • cfg_person that contains the agents’ information • cfg_agent_group that contains information of the group to which the agent belongs • Because it is time consuming to extract data from datamart_agent_details, the dbCruncher crunches this data every 15 minutes and produces 2 tables • datamart_cmp_info_no_agg • datamart_tmp_event • datamart_cmp_info_no_agg has an entry every 15 minutes that resumes the agent’s activity during a 15 minutes period.

6. Agents data example • In datamart_agent_details • We’ll have that in datamart_cmp_info_no_agg • In the period 14:00-14:15 the agent was logged in 242 sec, logged out for 658 sec and in not ready mode for 3 sec. • And we’ll have in datamart_tmp_event • In the period 14:00-14:15, the agent’s last event was LOGOUT at 14:05:53, we also keep track of the first time he logged in during that day (the 18th of May 2006).

7. Agent reports diagram

8. Agents – datamart_agent_details

9. Agents – datamart_tmp_event • If an agent worked in more than 1 group during the last 15 minutes, then there will be an entry for each group

10. Queues data • The event ‘call entering a queue’, ‘call distributed’ and ‘call abandoned’ are recorded in datamart_queue_details. • We also record the event ‘call answered’ in datamart_call_details (ref. table description) with the ID of the agent that took the call, the duration of the call (talk time without the hold time), the ANI and the DNIS. • The data in datamart_queue_details is crunched every 15 minutes to make it easier and faster to generate queue reports. • The result of the crunching is: • Datamart_queue_resume: for each 15 minutes period there is an entry that gives the number of queued, distributed and abandoned calls. • Datamart_queue_resume_event: for each distributed or abandoned call there is an entry with the call track number and the duration (time elapsed between the queuing of the call and answering or abandoning). • Ref. Queue reports

11. Queue reports diagram

12. Queues – datamart_queue_details

13. Queues – datamart_queue_resume

14. Queues – datamart_call_details

15. Calling lists data • Datamart_cmp_call_list_details table contains an entry for each call retrieved from a calling list, with the agent it was distributed to, the track number of the call, the campaign it belongs to and the result of that call. • Each calling list is associated with a campaign. • The data in Datamart_cmp_call_list_details is crunched every 15 minutes to make it easier and faster to generate calling list reports. • For each active agent in the campaign there is an entry in the table datamart_cmp_call_list_resume that contains the number of calls answered or not, answering machines, fax and busy that the agent got in a 15 min period.

16. Calling list report diagram

17. Calling lists – datamart_cmp_call_list_detailts

18. Adherence data • The agent schedule is loaded in the wfm_details table. The agent has an entry for each activity during his daily shift • The entries in datamart_adherence_details indicate whether an agent respects his schedule or not • Data from datamart_adherence_details is used to generate the adherence graphs and reports

19. Adherence data example • Example of a schedule

20. Adherence report diagram

21. Adherence – wfm_details