Siemens ACD Reports Manaual 1

[johnrj9595]

Looking for any information on Siemens ACD Reports Manual. I am having a problem with Siemens OpenScape. When I run a "queue by user report" I get an entry for "no user assigned" This is accounting for 70% of my abandoned calls.

 

[LoPath]

Look under Docs, OpenScape Contact Center and you'll see "OpenScape Contact Center Enterprise V8 R2, Reporting Reference Guide, Administrator Documentation, I.pdf"

Take a breath.... it's pretty heavy.

https://hipath.tonidoid.com

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LoPath
Maintain HiPath 4000 V5 & V6, OpenScape Xpert V4, Xpressions, Contact Center

 

[sbcsu]

Try again LoPath -
Problem with tonido server today.
Upgrading soon

 

[donb01]

Is this a recent development in an existing group, or a new one that was recently set up? I made a mistake once when I created a new call center and calls were coming in and I could see them in the queue, but no agents would get them. After going through it 6 times with a fine toothed comb I discovered that I had created the queue and created the ACD group, but never assigned that queue to the group. It was one of those major facepalm moments I will always remember... )

Other possible places to look are in Administration to make sure you have your agents assigned both to their group AND indicate which queues they take calls from and other resources they need access to. That's another common one for me - I create the agents and assign them to the group, but not to the media/queues to take calls for the group.

In the Telephony tab you also have to make sure you enter the extensions in under ACD Extensions so they are monitored resources - otherwise ProCenter can't monitor the status of the phone to see if the user is available or not.

Just a couple of possible things to sniff around and see if they are contributing to the problem.

Reading the ProCenter log files is like learning a whole different language, but if you have access to the application directory on the server and can look at the log files you can actually see a call come into the system (it will have a call ID along with other info) and you can watch and see exactly what is happening to that call.

The three most initially useful reports for me, and the ones I give to the managers in the form of a 3-pane horizontal dashboard view, are the real-time "Logged in users" report, that will let me see who is logged in where, and what their current status is right now; the real-time "Active Contacts" report that will show me exactly what callers are connected to the system right now, whether they are speaking to an agent, ringing an agent, on hold, queued, etc and for how long; and the real-time "Queue Summary" report which shows me each of my queues, how many calls received, how many answered, how many abandoned and average wait before abandoned and other useful things. With just these 3 real-time reports (and remember, your user needs to have monitor privieleges on ALL those resources) I can see my whole call center at a glance (mine is not huge) and spot problems and trends right away, or within minutes if someone calls about an issue. The individual managers are only allowed to monitor the users/queues/contacts that they are responsible for....


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[LoPath]

SBCSU, I get an error indicating "upload into this directory is not permitted". I'm trying to put it under Shared\Docs\OpenScape Contact Center.

LoPath
Maintain HiPath 4000 V5 & V6, OpenScape Xpert V4, Xpressions, Contact Center

 

[sbcsu]

Hi LoPath,
I have changed the server and storage now to a faster more reliable setup.
I have tested uploading a large file and everything seems good now.
Please can you upload and maybe check again if anything else is needed there - many thanks.!

 

[LoPath]

SBCSU....... much better! Reporting Guide and much more in that folder now. Thank you!

LoPath
Maintain HiPath 4000 V5 & V6, OpenScape Xpert V4, Xpressions, Contact Center

 

[sbcsu]

Great, Thanks for taking the time to upload. I must have a read
I will be backing it up regularly as well just in case but it's a fairly good setup now with little other traffic on that link so hope it will be a good resource for all of us.