Summary Reports
Announcement Board Storage Summary
The Announcement Board Storage Summary report is the result of a number of commands, including some run at file system level on the VAL board itself. The results of those commands are processed to show the true storage situation across multiple boards. The files stored are reconciled against the configuration to identify announcement files that will never be addressed and are therefore redundant.
Identify available storage on a board by board basis
Highlight space taken up by redundant files
View potential issues with Audio Group configuration
Ensure all announcement hardware is being utilised
Example
The following report shows there is redundant files taking up space on all boards. All boards still have spare storage capacity. It s not immediately required, but in future, by deleting the redundant files the customer can remove the need to purchase additional hardware.
Announcement Port Usage
View the maximum port usage for all VAL boards and Media Servers for a selected time period in a single view.
Hardware Summary
Lists all the hardware by type, sorted on a site by site basis. The intention is to show hardware capacity that has been assigned through configuration.
Trunk Group Summary
Identifies peak traffic for the reporting period and its impact on trunk resources. Understanding trunk-group consumption and correctly scaling the channels can address unseen business issues.
IP Telephony Media Summary
Identifies peak traffic for the reporting period and its impact on IP Telephony Media capacity (DSP consumption). Understanding DSP consumption and correctly scaling DSP resources can mitigate otherwise unseen issues:
Agents available, but calls in queue
Calls covering without ringing at the station
Whispers not playing
Music steps in vectors not playing intermittently
Announcements not playing to callers intermittently
Example
In this example we see the exact number of VoIP (or DSP) resources required in all Network Regions. If need be, resources can be moved from Penrose to Manukau. There is no need to purchase additional DSP resources.
Detailed Reports
AEP Application Usage
Avaya Experience Portal can run a number of different applications simultaneously. This report shows application usage on a per hour, per application basis. See both inbound and outbound calls made.
All Attendant Calls Report
Attendant group reports are used to assess the quality of service provided to customers calling through the Listed Directory Numbers, and to facilitate the management of the attendants so they are neither under nor over-staffed. Attendant Group reports provides hourly traffic measurements for the attendant resources as a whole. Track the following key metrics for your Attendants:
- Total calls
- Answered calls
- Abandoned calls
- Queued calls
- Held calls
- Held-abandoned calls
Example
Attendant Group Field Descriptions
| Field | Description |
|---|---|
| Total Calls | Answered calls + Abandoned calls |
| Answered Calls | The number of calls answered by all active attendants during the measurement hour. With Total Usage and Calls Answered, you can determine the Average Work Time (AWT), which is the time it takes anattendant to handle a call. Calls placed to individual attendant extensions or that route to an attendant via a hunt group do not increment the Calls Answered counter. |
| Abandoned Calls | The number of calls that ring an attendant groupand drop (the caller hangs up) before an attendant answers. Where applicable, this total includes calls abandoned from the attendant queue before answered. A call abandoned after placed on hold is not included in this measurement, because it is already added to the calls answered measurement. |
| Calls Queued | The total number of calls placed in the attendant queue because no attendants are available. Calls remain in the queue:
|
| Calls Held | |
| Calls Held-abandoned | The number of calls answered by the attendant group and subsequently placed on hold by the attendant group and are subsequently abandoned while on hold. |
All Attendants Time Report
Attendant group reports are used to assess the quality of service provided to customers calling through the Listed Directory Numbers, and to facilitate the management of the attendants so they are neither under nor over-staffed. Attendant Group reports provides hourly traffic measurements for the attendant resources as a whole. Track the following key metrics for your Attendants:
- Available time
- Talk time
- Hold time
- Abandon time
- Average speed of answer
Example
Attendant Group Field Descriptions
| Field | Description |
|---|---|
| Time Available | The time during which the "pos avail" lamp is lit on all attendant consoles, and the attendants are not talking on calls but are available to handle new calls. Measured in Centum (Hundred) Call Seconds or CCS. Consoles may be administered either with their own unique extension number or without any extension number. For the "with extension number" case, traffic measurements for outgoing calls and incoming calls to the extension are allotted to the console's extension number and not to the attendant group. For the "without" case, all traffic measurements are allotted to the attendant group. The time the console is on outgoing calls is not included in the attendant group's Time Avail measurement. Attendants are not available and do not accumulate time available when:
|
| Talk Time | The total time, during the measurement interval, attendant(s) are active or talking on a loop (measured in CCS). Talk time is not started until the call is answered by the attendant. The duration of time between the call terminating at the attendant console and when the call is answered is not accumulated as either Avail Time or Talk Time. Calls split by the attendant do not accumulate talk time from the point when the attendant presses the start button until the call is placed. Calls routed to an attendant via a hunt group are treated as calls to the attendant extension and therefore do not accumulate talk time. |
| Hold Time | The total amount of time (measured in seconds) the attendants have calls on hold. |
| Abandon Time | The average amount of time calls spend in queue and/or ringing at the console before the callers hang up (measured in seconds). Time to abandoned does not include calls that overflow the attendant group queue. Time To Abandoned = Total Number of Calls Abandoned / Total Delay For All Abandoned Calls (in seconds. |
| Speed of Answer | The average elapsed time from when a call terminates at the attendant group to when the call is answered by an attendant (measured in seconds). This is measured as the average time calls wait to ring an attendant (Queue Usage / Calls Answered). The Queue Usage is the total time calls spend in the Attendant Queue. Speed of Answer = Total Number of Calls Answered / Total Delay For All Answered Calls (in seconds). |
The Announcement Board Storage
The Announcement Board Storage report is theresult of a number of commands, including some run at file system level on theboard itself. The results of those commands are processed to show the truestorage situation. The files stored are reconciled against the configuration toidentify announcement files that will never be addressed and are thereforeredundant.
- Identify available storage on a board by board basis
- Highlight space taken up by redundant files
- View potential issues with Audio Group configuration
- Use as an indicator of other potential problems
Example 1
The following board is showing only 580 seconds(or 4,640 Kb) of storage remaining when in fact almost 15 Mb of storage istaken up by redundant files. By deleting the redundant files the customer canremove the need to purchase additional hardware.
Example 2
When the report is compared to a second board in this deployment it shows how the used storage is almost mirrored between thetwo. In fact there is only 67 Kb difference indicating that the audio groupconfiguration is close, but not quite perfect. The Audio Group report inConfiguration Management will identify where the issue has occurred.