LICENSE: AGPLv2 # # CHANGELOG: # 131019-0848 - Moved help from admin.php # 131029-2058 - Added auto-restart asterisk help # 131208-1635 - Added help for max dead, dispo and pause time campaign options # 140126-1023 - Added VMAIL_NO_INST options # 140126-2254 - Added voicemail_instructions option for phones # 140404-1104 - Added new DID filter options # 140418-0915 - Added users and campaigns max_inbound_calls # 140423-1637 - Added manual_dial_search_checkbox and hide_call_log_info # 140425-0912 - Added modify_custom_dialplans # 140425-1306 - Added queuemetrics_pause_type # 140509-2211 - Added frozen_server_call_clear # 140521-2020 - Changed alt_number_dialing and added timer_alt_seconds # 140617-2021 - Added vicidial_users wrapup_seconds_override option # 140621-2151 - Added inbound did new filtering options # 140623-2220 - Added wrapup_bypass and wrapup_message change to allow script use # 140625-1934 - Added wrapup_after_hotkey # 140705-0928 - Added custom list fields help section # 140706-0935 - Added callback_time_24hour # 140902-0815 - Added callback_active_limit and callback_active_limit_override # 141123-1019 - Added help for new campaign comments options # 141124-2144 - Added show_previous_callback # 141124-2231 - Added clear_script # 141204-0605 - Added enable_languages # 141204-2209 - Added QXZ function output # 141211-1647 - Added cpd_unknown_action and lists-na_call_url # 141212-0945 - Added user_choose_language, selected_language and language_method # 141230-1503 - Added code for on-the-fly language translations display # 150107-1954 - Added users-ignore_group_on_search # 150111-1542 - Added lists-local_call_time and manual_dial_search_filter # 150117-1439 - Added NAME option to campaigns-status_display_fields # 150120-0636 - Hide non-functional agent_extended_alt_dial campaign feature # 150204-1246 - Small fixes, issue #826 # 150210-0659 - Added LOCK options for manual_dial_search_checkbox # 150217-0657 - Added vmail show on login option # 150218-0800 - Added Callbacks Bulk Move help # 150223-1548 - Added DYN option to am_message_exten # 150307-2317 - Added custom meetme enter options # 150404-0934 - Added enable_did_entry_list_id and related DID options # 150428-1704 - Added enable_third_webform # 150429-1232 - Added new user API restrictions # 150513-2310 - Added POP3 Auth Mode # 150608-1154 - Added manual dial override field entry and updated manual dial search and filter entries # 150609-1204 - Added chat-related entries # 150609-1231 - Added new agent screen status display option entries # 150610-0938 - Added campaigns-customer_gone_seconds # 150708-2238 - Added max_queue_ingroup_ options # 150710-1124 - Added explanation of new ALT URL feature and alt_multi_urls # 150724-0047 - Added agent_debug_logging # 150725-1406 - Added agent_display_fields # 150727-1039 - Added default_language # 150728-0904 - Added state_conversion for list loader # 150804-1108 - Added agent_whisper_enabled system settings option # 150804-1631 - Added multiple in-group _lead_reset options # 150806-1346 - Added Settings Containers # 150903-1458 - Added compatibility for custom fields data options # 150925-2235 - Added user_hide_realtime and user lead filter options # 150926-1058 - Added did_carrier_description # 151006-0935 - Updated campaign_cid_areacodes entry # 151020-0704 - Added Status Groups and Custom Reports entries # 151030-0639 - Added usacan_phone_dialcode_fix entry # 151104-1541 - Added am_message_wildcards entry # 151121-1144 - Added cache_carrier_stats_realtime # 151204-0635 - Added phones-unavail_dialplan_fwd_exten # 151209-1437 - Added phones-nva entries # 151220-1553 - Added more phones nva options # 151221-0751 - Changed in-group download link to customer chat links # 151229-1659 - Added servers-gather_asterisk_output entry # 151229-2302 - Added campaigns-manual_dial_timeout entry # 151231-0839 - Added user_groups-agent_allowed_chat_groups entry # 160101-0933 - Added entries for routing_initiated_recordings in campaigns and in-groups # 160106-0700 - Added AREACODE description to the inbound_dids-filter_inbound_number entry # 160106-1348 - Added inbound_groups-on_hook_cid_number entry # 160108-2217 - Added campaigns-manual_dial_hopper_check entry # 160116-1512 - Added access_recording and log_recording_access entries # 160121-2155 - Added settings-report_default_format entry and help text for several reports # 160211-2255 - Added help text for remaining reports # 160305-2115 - Added Alt IVR(call menu) DTMF logging # 160306-1201 - Added new webphone options and server options # 160324-1940 - Added callback_useronly_move_minutes # 160407-1931 - Updated Phones Email entry # 160414-0916 - Added default_phone_code # 160429-0834 - Added settings-admin_row_click # 160508-0836 - Added screen colors # 160515-1958 - Added ofcom_uk_drop_calc entry # 160527-1359 - Added phones-outbound_alt_cid entry # 160621-1735 - Added agent_screen_colors and script_remove_js entries # 160731-1030 - Added manual_auto_next, manual_auto_show, user_nickname entries # 160731-2053 - Added POSTx description for recording filenames # 160809-1351 - Added customer_chat_screen_colors and customer_chat_survey_link/text entries # 160915-0954 - Added ---READONLY--- option for field labels # 160926-1351 - Added user_new_lead_limit entries # 161018-2245 - Added allow_required_fields # 161028-1548 - Added agent_xfer_park_3way entry for system_settings # 161031-1410 - Added users-user_new_lead_limit entry # 161105-0246 - Added web_loader_phone_length, agent soundboards and purge uncalled records # 161106-2102 - Added agent_script # 161126-1815 - Fixed several spelling errors # 161207-1958 - Added Agent DID Stats report entry # 161222-0843 - Added agent_chat_screen_colors entry # 161226-2214 - Added conf_qualify entry # 170113-1647 - Added call menu in-group option DYNAMIC_INGROUP_VAR for use with cm_phonesearch.agi # 170114-1404 - Added inbound_groups-populate_lead_province entry # 170207-1331 - Added api_only_user entry # 170217-1353 - Added dead_to_dispo entry # 170220-1811 - Added areacode_filter entries # 170301-1337 - Updated entry for custom fields required setting # 170304-1346 - Added auto_reports section # 170309-1212 - Added agent_xfer_validation and populate_state_areacode entries # 170313-2012 - Added CHAT option to inbound_queue_no_dial entry # 170320-1346 - Added phones conf_qualify entry # 170321-1130 - Added pause code limits entries # 170322-1720 - Added filter-phone-list entry # 170326-1135 - Added drop lists entries # 170327-1649 - updated the campaigns-use_custom_cid entry # 170407-0745 - Added Agents count on server page # 170409-0939 - Added IP Lists entries # 170410-1329 - Added dl_minutes drop lists entry # 170416-1620 - Added servers-routing_prefix and user/campaign ready_max_logout entries # 170428-1959 - Added Inbound and Advanced Forecasting Reports # 170429-0810 - Added callback_display_days entry # 170430-0957 - Added three_way_record_stop and hangup_xfer_record_start entries # 170516-0628 - Added rt_monitor_log_report entry # require("dbconnect_mysqli.php"); require("functions.php"); ############################################# ##### START SYSTEM_SETTINGS LOOKUP ##### $stmt = "SELECT use_non_latin,enable_queuemetrics_logging,enable_vtiger_integration,qc_features_active,outbound_autodial_active,sounds_central_control_active,enable_second_webform,user_territories_active,custom_fields_enabled,admin_web_directory,webphone_url,first_login_trigger,hosted_settings,default_phone_registration_password,default_phone_login_password,default_server_password,test_campaign_calls,active_voicemail_server,voicemail_timezones,default_voicemail_timezone,default_local_gmt,campaign_cid_areacodes_enabled,pllb_grouping_limit,did_ra_extensions_enabled,expanded_list_stats,contacts_enabled,alt_log_server_ip,alt_log_dbname,alt_log_login,alt_log_pass,tables_use_alt_log_db,call_menu_qualify_enabled,admin_list_counts,allow_voicemail_greeting,svn_revision,allow_emails,level_8_disable_add,pass_key,pass_hash_enabled,disable_auto_dial,country_code_list_stats,enable_languages,language_method,enable_third_webform,allow_chats FROM system_settings;"; $rslt=mysql_to_mysqli($stmt, $link); if ($DB) {echo "$stmt\n";} $qm_conf_ct = mysqli_num_rows($rslt); if ($qm_conf_ct > 0) { $row=mysqli_fetch_row($rslt); $non_latin = $row[0]; $SSenable_queuemetrics_logging = $row[1]; $SSenable_vtiger_integration = $row[2]; $SSqc_features_active = $row[3]; $SSoutbound_autodial_active = $row[4]; $SSsounds_central_control_active = $row[5]; $SSenable_second_webform = $row[6]; $SSuser_territories_active = $row[7]; $SScustom_fields_enabled = $row[8]; $SSadmin_web_directory = $row[9]; $SSwebphone_url = $row[10]; $SSfirst_login_trigger = $row[11]; $SShosted_settings = $row[12]; $SSdefault_phone_registration_password =$row[13]; $SSdefault_phone_login_password = $row[14]; $SSdefault_server_password = $row[15]; $SStest_campaign_calls = $row[16]; $SSactive_voicemail_server = $row[17]; $SSvoicemail_timezones = $row[18]; $SSdefault_voicemail_timezone = $row[19]; $SSdefault_local_gmt = $row[20]; $SScampaign_cid_areacodes_enabled = $row[21]; $SSpllb_grouping_limit = $row[22]; $SSdid_ra_extensions_enabled = $row[23]; $SSexpanded_list_stats = $row[24]; $SScontacts_enabled = $row[25]; $SSalt_log_server_ip = $row[26]; $SSalt_log_dbname = $row[27]; $SSalt_log_login = $row[28]; $SSalt_log_pass = $row[29]; $SStables_use_alt_log_db = $row[30]; $SScall_menu_qualify_enabled = $row[31]; $SSadmin_list_counts = $row[32]; $SSallow_voicemail_greeting = $row[33]; $SSsvn_revision = $row[34]; $SSallow_emails = $row[35]; $SSlevel_8_disable_add = $row[36]; $SSpass_key = $row[37]; $SSpass_hash_enabled = $row[38]; $SSdisable_auto_dial = $row[39]; $SScountry_code_list_stats = $row[40]; $SSenable_languages = $row[41]; $SSlanguage_method = $row[42]; $SSenable_third_webform = $row[43]; $SSallow_chats = $row[44]; } ##### END SETTINGS LOOKUP ##### ########################################### $PHP_AUTH_USER=$_SERVER['PHP_AUTH_USER']; $PHP_AUTH_PW=$_SERVER['PHP_AUTH_PW']; if ($non_latin < 1) { $PHP_AUTH_PW = preg_replace('/[^-_0-9a-zA-Z]/','',$PHP_AUTH_PW); $PHP_AUTH_USER = preg_replace('/[^-_0-9a-zA-Z]/','',$PHP_AUTH_USER); } else { $PHP_AUTH_PW = preg_replace('/\'|\"|\\\\|;/', '',$PHP_AUTH_PW); $PHP_AUTH_USER = preg_replace('/\'|\"|\\\\|;/', '',$PHP_AUTH_USER); } $stmt="SELECT selected_language from vicidial_users where user='$PHP_AUTH_USER';"; if ($DB) {echo "|$stmt|\n";} $rslt=mysql_to_mysqli($stmt, $link); $sl_ct = mysqli_num_rows($rslt); if ($sl_ct > 0) { $row=mysqli_fetch_row($rslt); $VUselected_language = $row[0]; } $user_auth=0; $auth=0; $reports_auth=0; $qc_auth=0; $auth_message = user_authorization($PHP_AUTH_USER,$PHP_AUTH_PW,'QC',1,0); if ($auth_message == 'GOOD') {$user_auth=1;} if ($user_auth > 0) { $stmt="SELECT count(*) from vicidial_users where user='$PHP_AUTH_USER' and user_level > 7;"; if ($DB) {echo "|$stmt|\n";} $rslt=mysql_to_mysqli($stmt, $link); $row=mysqli_fetch_row($rslt); $auth=$row[0]; $stmt="SELECT count(*) from vicidial_users where user='$PHP_AUTH_USER' and user_level > 6 and view_reports='1';"; if ($DB) {echo "|$stmt|\n";} $rslt=mysql_to_mysqli($stmt, $link); $row=mysqli_fetch_row($rslt); $reports_auth=$row[0]; $stmt="SELECT count(*) from vicidial_users where user='$PHP_AUTH_USER' and user_level > 1 and qc_enabled='1';"; if ($DB) {echo "|$stmt|\n";} $rslt=mysql_to_mysqli($stmt, $link); $row=mysqli_fetch_row($rslt); $qc_auth=$row[0]; $reports_only_user=0; $qc_only_user=0; if ( ($reports_auth > 0) and ($auth < 1) ) { $ADD=999999; $reports_only_user=1; } if ( ($qc_auth > 0) and ($reports_auth < 1) and ($auth < 1) ) { if ( ($ADD != '881') and ($ADD != '100000000000000') ) { $ADD=100000000000000; } $qc_only_user=1; } if ( ($qc_auth < 1) and ($reports_auth < 1) and ($auth < 1) ) { $VDdisplayMESSAGE = "You do not have permission to be here"; Header ("Content-type: text/html; charset=utf-8"); echo "$VDdisplayMESSAGE: |$PHP_AUTH_USER|$auth_message|\n"; exit; } } else { $VDdisplayMESSAGE = "Login incorrect, please try again"; if ($auth_message == 'LOCK') { $VDdisplayMESSAGE = "Too many login attempts, try again in 15 minutes"; Header ("Content-type: text/html; charset=utf-8"); echo "$VDdisplayMESSAGE: |$PHP_AUTH_USER|$auth_message|\n"; exit; } Header("WWW-Authenticate: Basic realm=\"CONTACT-CENTER-ADMIN\""); Header("HTTP/1.0 401 Unauthorized"); echo "$VDdisplayMESSAGE: |$PHP_AUTH_USER|$PHP_AUTH_PW|$auth_message|\n"; exit; } ###################### # display the HELP SCREENS ###################### header ("Content-type: text/html; charset=utf-8"); echo "\n"; echo "\n"; echo "\n"; echo "
\n"; echo "
ADMINISTRATION: HELP


\n"; ?> USERS TABLE


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-call_date, phone_number_dialed, status, user, full_name, campaign_id/in-group, vendor_lead_code, source_id, list_id, gmt_offset_now, phone_code, phone_number, title, first_name, middle_initial, last_name, address1, address2, address3, city, state, province, postal_code, country_code, gender, date_of_birth, alt_phone, email, security_phrase, comments, length_in_sec, user_group, alt_dial/queue_seconds, rank, owner"); ?>

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CAMPAIGNS TABLE


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This is where you can set the custom web page frame that the web form will be opened in when the user clicks on the WEB FORM button. Default is _blank."); ?>

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-Number of Active Agents * Auto Dial Level * ( 60 seconds / Dial Timeout ) * Auto Hopper Multiplier
Default is Y."); ?>

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This allows one of the following actions to be triggered upon a QC agent receiving a new record."); ?>

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LISTS TABLE


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Drop Lists Help





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INBOUND_GROUPS TABLE


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This option allows you to ignore the list ID Script Override option for calls coming into this In-Group. Setting this to Y will ignore any List ID script settings. Default is N."); ?>

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-: nbdy-avail-to-take-call|vm-goodbye.

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This allows one of the following actions to be triggered upon a QC agent receiving a new record."); ?>

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INBOUND_DIDS TABLE



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-This section allows you to enable DIDs to have extension overrides for remote agent routed calls through in-groups. The User Start must be a valid Remote Agent User Start or if you want the Extension Override entry to work for all calls then you can use ---ALL--- in the User Start field. If there are multiple entries for the same DID and User Start then the active entries will be used in a round robin method."); ?>



CALL MENU TABLE


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REMOTE_AGENTS TABLE


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EXTENSION_GROUPS TABLE


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CAMPAIGN_LISTS


"; ?>



CAMPAIGN_STATUSES TABLE


"; if ($SSoutbound_autodial_active > 0) { ?>



CAMPAIGN_HOTKEYS TABLE






LEAD_RECYCLE TABLE






AUTO ALT DIAL STATUSES






AGENT PAUSE CODES






CAMPAIGN PRESETS






CAMPAIGN CID AREACODES






USER_GROUPS TABLE


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SCRIPTS TABLE


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Hello, can I speak with --A--first_name--B-- --A--last_name--B-- please? Well hello --A--title--B-- --A--last_name--B-- how are you today?

This would read----

Hello, can I speak with John Doe please? Well hello Mr. Doe how are you today?

You can also use an iframe to load a separate window within the SCRIPT tab, here is an example with prepopulated variables:"); ?>
<iframe src="http://www.sample.net/test_output.php?lead_id=--A--lead_id--B--&vendor_id=--A--vendor_lead_code--B--&list_id=--A--list_id--B--&gmt_offset_now=--A--gmt_offset_now--B--&phone_code=--A--phone_code--B--&phone_number=--A--phone_number--B--&title=--A--title--B--&first_name=--A--first_name--B--&middle_initial=--A--middle_initial--B--&last_name=--A--last_name--B--&address1=--A--address1--B--&address2=--A--address2--B--&address3=--A--address3--B--&city=--A--city--B--&state=--A--state--B--&province=--A--province--B--&postal_code=--A--postal_code--B--&country_code=--A--country_code--B--&gender=--A--gender--B--&date_of_birth=--A--date_of_birth--B--&alt_phone=--A--alt_phone--B--&email=--A--email--B--&security_phrase=--A--security_phrase--B--&comments=--A--comments--B--&user=--A--user--B--&campaign=--A--campaign--B--&phone_login=--A--phone_login--B--&fronter=--A--fronter--B--&closer=--A--user--B--&group=--A--group--B--&channel_group=--A--group--B--&SQLdate=--A--SQLdate--B--&epoch=--A--epoch--B--&uniqueid=--A--uniqueid--B--&customer_zap_channel=--A--customer_zap_channel--B--&server_ip=--A--server_ip--B--&SIPexten=--A--SIPexten--B--&session_id=--A--session_id--B--&dialed_number=--A--dialed_number--B--&dialed_label=--A--dialed_label--B--&rank=--A--rank--B--&owner=--A--owner--B--&phone=--A--phone--B--&camp_script=--A--camp_script--B--&in_script=--A--in_script--B--&script_width=--A--script_width--B--&script_height=--A--script_height--B--&recording_filename=--A--recording_filename--B--&recording_id=--A--recording_id--B--&user_custom_one=--A--user_custom_one--B--&user_custom_two=--A--user_custom_two--B--&user_custom_three=--A--user_custom_three--B--&user_custom_four=--A--user_custom_four--B--&user_custom_five=--A--user_custom_five--B--&preset_number_a=--A--preset_number_a--B--&preset_number_b=--A--preset_number_b--B--&preset_number_c=--A--preset_number_c--B--&preset_number_d=--A--preset_number_d--B--&preset_number_e=--A--preset_number_e--B--&preset_number_f=--A--preset_number_f--B--&preset_dtmf_a=--A--preset_dtmf_a--B--&preset_dtmf_b=--A--preset_dtmf_b--B--&did_id=--A--did_id--B--&did_extension=--A--did_extension--B--&did_pattern=--A--did_pattern--B--&did_description=--A--did_description--B--&closecallid=--A--closecallid--B--&xfercallid=--A--xfercallid--B--&agent_log_id=--A--agent_log_id--B--&entry_list_id=--A--entry_list_id--B--&call_id=--A--call_id--B--&&user_group=--A--user_group--B--&&" style="width:580;height:290;background-color:transparent;" scrolling="auto" frameborder="0" allowtransparency="true" id="popupFrame" name="popupFrame" width="460" height="290" STYLE="z-index:17"> </iframe>



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LEAD_FILTERS TABLE


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CALL TIMES TABLE


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VOICEMAIL TABLE


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LIST LOADER FUNCTIONALITY





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PHONES TABLE


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SERVERS TABLE


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conf_templates TABLE


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server_carriers TABLE


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CONFERENCES TABLE


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SERVER_TRUNKS TABLE






SYSTEM_SETTINGS TABLE


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MS_DASH_24HR 2008-06-24 23:59:59 -
US_SLASH_24HR 06/24/2008 23:59:59 -
EU_SLASH_24HR 24/06/2008 23:59:59 -
AL_TEXT_24HR JUN 24 23:59:59 -
MS_DASH_AMPM 2008-06-24 11:59:59 PM -
US_SLASH_AMPM 06/24/2008 11:59:59 PM -
EU_SLASH_AMPM 24/06/2008 11:59:59 PM -
AL_TEXT_AMPM JUN 24 11:59:59 PM -


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MS_DASH_24HR 2008-06-24 23:59:59 -
US_SLASH_24HR 06/24/2008 23:59:59 -
EU_SLASH_24HR 24/06/2008 23:59:59 -
AL_TEXT_24HR JUN 24 23:59:59 -
MS_DASH_AMPM 2008-06-24 11:59:59 PM -
US_SLASH_AMPM 06/24/2008 11:59:59 PM -
EU_SLASH_AMPM 24/06/2008 11:59:59 PM -
AL_TEXT_AMPM JUN 24 11:59:59 PM -


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US_DASH 000-000-0000 -
US_PARN (000)000-0000 -
MS_NODS 0000000000 -
UK_DASH 00 0000-0000 -
AU_SPAC 000 000 000 -
IT_DASH 0000-000-000 -
FR_SPAC 00 00 00 00 00 -


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STATUSES TABLE






STATUS_GROUPS TABLE






SCREEN_LABELS TABLE



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AUTOMATED REPORTS TABLE



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STATUS_CATEGORIES TABLE


The Sale Category and Dead Lead Category are both used by the List Suggestion system when analyzing list statistics."); ?>



0) { ?> EMAIL ACCOUNTS




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CUSTOM TEMPLATE MAKER




In order to begin creating your new listloader template, you must first load a lead file that has the layout you wish to create the template for. Click Choose file, and open the file on your computer you wish to use. This will upload a copy to your server and process it to determine the file type and delimiter (for TXT files)."); ?>

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Maximum System Stats Reports


0) { ?>



QC STATUS CODES


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TIME CLOCK = Time the agent been logged in to the time clock."); ?>
AGENT TIME = Total time on the system (WAIT + TALK + DISPO + PAUSE)."); ?>
WAIT = Time the agent waits for a call."); ?>
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)."); ?>
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)."); ?>
PAUSE = Time the agent is in pause mode (LOGIN + LAGGED + ...)."); ?>
DEAD = Time the agent is in a call after the customer has hung up."); ?>
CUSTOMER = Time the agent is in a live call with a customer."); ?>

LOGIN = The pause code when going from login directly to pause."); ?>
LAGGED = The time the agent had some network problem or similar."); ?>
ANDIAL = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds."); ?>


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CALLS = Total number of calls sent to the user."); ?>
CIcalls = Total number of call where there was a Human Answer which is set under Admin -> System Statuses."); ?>
DNC/CI% = How much in percent DNC (Do Not Call) per Human Answers."); ?>
System Statuses."); ?>

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CALLS = Total number of calls sent to the user."); ?>
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO)."); ?>
PAUSE = Amount of time being paused in related to call handling."); ?>
AVG means Average so everything -AVG is for example amount of PAUSE-time divided by total number of calls: (PAUSE / CALLS = PAUSAVG)"); ?>
WAIT = Time the agent waits for a call."); ?>
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)."); ?>
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)."); ?>
DEAD = Time the agent is in a call after the customer has hung up."); ?>
CUSTOMER = Time the agent is in a live call with a customer."); ?>
System Statuses."); ?>

TOTAL = Total time on the system (WAIT + TALK + DISPO + PAUSE)."); ?>
NONPAUSE = Everything except pause (WAIT + TALK + DISPO)."); ?>
PAUSE = Only Pause."); ?>

LOGIN = The pause code when going from login directly to pause."); ?>
LAGGED = The time the agent had some network problem or similar."); ?>
ANDIAL = This pause code triggers if the agent been on dispo screen for longer than 1000 seconds."); ?>


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CALLS = Total number of calls sent to the user."); ?>
LEADS = Total number of unique leads the user handled."); ?>
CONTACTS = Total number of calls the user handled that were statused in a Customer Contact status."); ?>
CONTACT RATIO = Percent of calls where a customer was contacted."); ?>
NONPAUSE = Everything except pause (WAIT + TALK + DISPO)."); ?>
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO)."); ?>
TALK = Time the agent talks to a customer minus DEAD time."); ?>
SALES = Total number of calls the user handled that were statused in a Sales status."); ?>
SALES PER WORKING HOUR = Total number of sales divided by system time."); ?>
SALES TO LEADS RATIO = Total number of sales divided by leads handled."); ?>
SALES TO CONTACTS RATIO = Total number of sales divided by contacts."); ?>
SALES PER HOUR = Total number of sales divided by talk time."); ?>
INCOMPLETE SALES = Total number of calls statused as QCFAIL."); ?>
CANCELLED SALES = Total number of calls statused as QCCANC."); ?>
CALLBACKS = Total number of active or live callbacks for this user in the system."); ?>
FIRST CALL RESOLUTION = Total number of calls handled divided by leads handled."); ?>
AVERAGE SALE TIME = Total number of sales divided by the talk time for those sales calls."); ?>
AVERAGE CONTACT TIME = Total number of contacts divided by the talk time for those contact calls."); ?>

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CALLS = Total number of calls sent to the user."); ?>
SALES = Total number of calls the user handled that were statused in a Sales status."); ?>
SALES CONVERSION PCT = Total number of sales divided by calls handled."); ?>
SALES PER HOUR = Total number of sales divided by system time."); ?>
TIME = Total time of these (PAUSE + WAIT + TALK + DISPO)."); ?>

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CALLS = Total number of calls sent to the user."); ?>
CI CALLS = Total number of calls the user handled that were statused in a Customer Contact status."); ?>
DNC CI PCT = Total number of DNC statused calls divided by the number of Customer Contact calls."); ?>
SALES PER HOUR = Total number of sales divided by system time."); ?>


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PAUSE = Amount of time for the agent being paused."); ?>
WAIT = Time the agent waits for a call."); ?>
TALK = Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER)."); ?>
DISPO = Time the agent uses at the disposition screen (where the agent picks NI, SALE etc)."); ?>
DEAD = Time the agent is in a call after the customer has hung up."); ?>
CUSTOMER = Time the agent is in a live call with a customer."); ?>
TOTAL = Total time of these (PAUSE + WAIT + TALK + DISPO)."); ?>

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FIRST LOGIN DATE = The earliest date this user logged in to the agent screen."); ?>
LAST LOGIN DATE = The most recent date this user logged in to the agent screen."); ?>
CAMPAIGN = The most recent campaign this user was logged in to."); ?>
SERVER IP = The most recent server this user logged in to."); ?>
COMPUTER IP = The most recent computer this user used to log in to the agent screen."); ?>
EXTENSION = The most recent phone this user used to log in to the agent screen."); ?>
BROWSER = The most recent web browser version this user used to log in to the agent screen."); ?>
PHONE LOGIN = The most recent phone login this user used to log in to the agent screen."); ?>
SERVER PHONE = The most recent server phone account this user was logged in through."); ?>
PHONE IP = The IP address of the phone during the most recent agent screen session."); ?>

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TIME CLOCK = Total amount of time agent spent logged in."); ?>
TIME CLOCK PUNCHES = A list of the punch-in and punch-out times for each agent. Punch-out times marked with an asterisk (*) denotes AUTOLOGOUT from timeclock."); ?>

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DISPOSITION = The distinct dispositions made for the list within the time frame specified."); ?>
CALLS = The number of calls ending with the disposition listed."); ?>
DURATION = Sum of the length of the calls ending with the disposition listed."); ?>
HANDLE TIME = Sum of the time the calls ending with the disposition listed were handled by an agent (TALK + DEAD)."); ?>

TOTAL CALLS = Number of calls placed to leads belonging to lists in this campaign within the time frame specified."); ?>
STATUS FLAGS BREAKDOWN = Breakdown of the total calls into status categories, including counts per category and percentage relative to the number of calls to leads in the list within the time frame specified."); ?>

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DROPS = The number of dropped calls to the inbound group within the time frame specified for that time interval."); ?>
DROP % = The percentage of calls ending in DROPS."); ?>
AVG DROP(S) = Average length in seconds of the calls ending in DROPS."); ?>
HOLDS = The number of calls to the inbound group that were held in queue for that time interval."); ?>
HOLD % = The percentage of calls that went to queue relative to the total calls."); ?>
AVG HOLD(S) HOLD = Average length in seconds of the queue time for only the calls in queue."); ?>
AVG HOLD(S) TOTAL = Average length in seconds of the queue time for ALL calls for the time interval."); ?>
CALLS = Number of calls received by the ingroup within the time interval."); ?>
TOTAL CALLTIME MIN:SEC = Total length of all calls received."); ?>
AVG CALLTIME SECONDS = Average length of all calls received."); ?>

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MULTI-GROUP BREAKDOWN
"); ?>
CALLS = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval."); ?>
DROPS = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval."); ?>
DROP % = The percentage of calls ending in DROPS."); ?>
IVR = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval."); ?>
CALL HANGUP REASON STATS
"); ?>
HANGUP REASON = The reason the call terminated."); ?>
HOLDS = The number of calls terminated from the aforementioned reason."); ?>
CALL STATUS STATS"); ?>
STATUS = The call disposition."); ?>
DESCRIPTION = A description of the call disposition."); ?>
CATEGORY = The call category that the disposition currently belongs to."); ?>
CALLS = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition."); ?>
TOTAL TIME = The total amount of time that was spent on calls that ended as the listed disposition."); ?>
AVG TIME = The average amount of time that was spent on calls that ended as the listed disposition."); ?>
CALLS /HOUR = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition."); ?>
CUSTOM STATUS CATEGORY STATS"); ?>
CATEGORY = The custom call category that a call was dispositioned under the selected report parameters."); ?>
CALLS = The number of calls dispositioned under the custom status category."); ?>
DESCRIPTION = A description of the custom call category."); ?>
AGENT STATS"); ?>
AGENT = The agent who received a call to the specified inbound groups or DIDs."); ?>
CALLS = The number of calls fielded by the agent."); ?>
DESCRIPTION = The total time the agent spent in calls to the specified inbound groups or DIDs."); ?>
DESCRIPTION = The average time the agent spent in calls to the specified inbound groups or DIDs."); ?>

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MULTI-GROUP BREAKDOWN"); ?>
CALLS = The number of calls to the inbound groups or DIDs within the time frame specified for that time interval."); ?>
DROPS = The number of dropped calls to the inbound groups or DIDs within the time frame specified for that time interval."); ?>
DROP % = The percentage of calls ending in DROPS."); ?>
IVR = The number of calls to the inbound group or DID that went to an IVR within the time frame specified for that time interval."); ?>
CALL HANGUP REASON STATS"); ?>
HANGUP REASON = The reason the call terminated."); ?>
HOLDS = The number of calls terminated from the aforementioned reason."); ?>
CALL STATUS STATS"); ?>
STATUS = The call disposition."); ?>
DESCRIPTION = A description of the call disposition."); ?>
CATEGORY = The call category that the disposition currently belongs to."); ?>
CALLS = The number of calls taken by the ingroups or DIDs that were dispositioned as the listed disposition."); ?>
TOTAL TIME = The total amount of time that was spent on calls that ended as the listed disposition."); ?>
AVG TIME = The average amount of time that was spent on calls that ended as the listed disposition."); ?>
CALLS /HOUR = The number of calls per hour to the ingroups or DIDs that ended as the listed disposition."); ?>
CUSTOM STATUS CATEGORY STATS"); ?>
CATEGORY = The custom call category that a call was dispositioned under the selected report parameters."); ?>
CALLS = The number of calls dispositioned under the custom status category."); ?>
DESCRIPTION = A description of the custom call category."); ?>
AGENT STATS"); ?>
AGENT = The agent who received a call to the specified inbound groups or DIDs."); ?>
CALLS = The number of calls fielded by the agent."); ?>
TIME H:M:S = The total time the agent spent in calls to the specified inbound groups or DIDs."); ?>
AVERAGE = The average time the agent spent in calls to the specified inbound groups or DIDs."); ?>

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TOTAL CALLS = Total calls taken by the in-group."); ?>
TOTAL ANSWER = Total calls answered by the in-group."); ?>
TOTAL TALK = Total amount of time spent in calls answered by the in-group."); ?>
AVERAGE TALK = Average amount of time spent in calls answered by the in-group."); ?>
TOTAL QUEUE TIME = Total amount of time calls handled by the in-group spent in queue."); ?>
TOTAL QUEUE TIME = Average amount of time calls handled by the in-group spent in queue."); ?>
MAXIMUM QUEUE TIME = The longest amount of time any single call handled by the in-group spent in queue."); ?>
TOTAL ABANDON CALLS = The number of calls to the in-group that were unanswered and abandoned by the caller."); ?>

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Start Inv = Total leads currently in list."); ?>
Call Inv Total = Total leads currently dialable in list based on the campaign settings it belongs to."); ?>
Call Inv No filtr = Total leads currently dialable in list based on the campaign settings EXCLUDING any filters."); ?>
Call Inv One-off = Total leads currently dialable in list based on the campaign settings that are at least one dial attempt below the call count limit."); ?>
Call Inv Inactive = Total leads currently in list that belong to INCOMPLETE statuses that are NOT currently selected as dialable for the campaign."); ?>
Dial Avg = Total calls made on the list divided by the Start Inv of that list."); ?>
Pen. pct = Percentage of leads in the list that are no longer dialable, Start Inv - Call Inv Total divided-by Start Inv."); ?>

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ROUTE = Where the DID is currently directed when a call reaches it."); ?>
CALLS = Number of calls the DIDs/servers/time frames (depending on which sub-report you are viewing) received during the specific date range."); ?>

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TOTAL CALLS OFFERED = Total calls taken by the in-group."); ?>
TOTAL CALLS ANSWERED = Total calls answered by the in-group."); ?>
TOTAL AGENTS ANSWERED = Total number of distinct agents who fielded calls to this in-group."); ?>
TOTAL CALLS ABANDONED = Total calls ended in queue (dropped)."); ?>
TOTAL ABANDON PERCENT = Percentage of calls abandoned (TOTAL CALLS ABANDONED / TOTAL CALLS OFFERED)."); ?>
AVG ABANDON TIME = Average amount of time a caller waited in queue before abandoning the call."); ?>
AVG ANSWER SPEED = Average amount of time a caller waited in queue before an agent answered."); ?>
AVG TALK TIME = Average amount of time an agent remained on the line with the caller before the call was hung up - does not include caller queue time."); ?>
TOTAL TALK TIME = Total amount of time agents remained on the line with callers before calls ended - does not include caller queue time."); ?>
TOTAL WRAP TIME = Total amount of time agents used to -wrap- the call - assumed to be 15 second per answered call."); ?>
TOTAL CALL TIME = Total talk time plus total wrap time."); ?>

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IVR CALLS = Total calls taken by or made through the selected IVRs that follow the -CALL PATH-."); ?>
QUEUE CALLS = Total inbound calls taken by the selected IVRs that follow the -CALL PATH-."); ?>
QUEUE DROP CALLS = Total inbound calls taken by the selected IVRs that follow the -CALL PATH- that were dropped."); ?>
QUEUE DROP PERCENT = Percentage of dropped inbound calls taken by the selected IVRs (QUEUE DROP CALLS / QUEUE CALLS)."); ?>
IVR AVG TIME = Average amount of time spent in-call, taken by dividing IVR CALLS by the total time spent in the selected IVRs."); ?>
TOTAL AVG TIME = Total call time spent in the selected IVRs."); ?>
CALL PATH = The specific call path followed on the IVR - report will display each distinct path followed by all the selected IVRs for the selected date range."); ?>

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LIST ID SUMMARY = Shows each list in the campaign(s) selected by the user, the count of leads in each list, and whether the list is active or inactive."); ?>
STATUS FLAGS SUMMARY = Shows a breakdown of the status flags for all the selected lists in all the selected campaigns combined. Status flags are set in the -Statuses- section of a campaign or the -System Statuses-."); ?>
CUSTOM STATUS CATEGORY STATS = Shows a breakdown of the custom status categories for all the selected lists in all the selected campaigns combined. Categories can be defined under the -System Statuses- in the admin section."); ?>
PER LIST DETAIL STATS = Shows each list in the campaign(s) selected by the user, with a breakdown of each status flag (and percentage of each flag) and status within that list."); ?>

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FIRST LOAD DATE = Date list first had leads loaded."); ?>
LIST ID and NAME = List ID number and name of list."); ?>
CAMPAIGN = Campaign that the list currently belongs to."); ?>
LEAD COUNT = Number of leads in the list."); ?>
ACTIVE = Whether or not the lead was active."); ?>
CONTACTS 1st-5th,LIFE PASS = Leads that were -human answered- (dispoed a status where HUMAN ANSWER is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
CNT RATE 1st-5th PASS = Percentage of leads on the list that were -human answered- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
SALE 1st-5th,LIFE PASS = Leads that were sold to (dispoed a status where SALE is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
CNV RATE 1st-5th PASS = Percentage of leads on the list that were sold to on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
DNC 1st-5th,LIFE PASS = Leads that were dispositioned -do not call- (dispoed a status where DNC is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
DNC RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -do not call- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
CUST CONTACT 1st-5th,LIFE PASS = Leads that were -customer contacted- (dispoed a status where CUSTOMER CONTACT is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
CUCT RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -customer contacted- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
UNWORKABL 1st-5th,LIFE PASS = Leads that were -unworkable- (dispoed a status where UNWORKABLE is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
UNWK RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -unworkable- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
SCHEDL CB 1st-5th,LIFE PASS = Leads that were -scheduled callbacks- (dispoed a status where SCHEDULED CALLBACK is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
SHCB RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -scheduled callbacks- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
COMPLETED 1st-5th,LIFE PASS = Leads that were -completed- (dispoed a status where COMPLETED is set to -Y- on the statuses section) on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>
COMP RATE 1st-5th,LIFE PASS = Percentage of leads on the list that were -completed- on or after the first-fifth call attempt, or LIFE if contacted as such at any point ever."); ?>

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TOTAL LIST ID SUMMARY = Shows each list selected by the user, the count of leads in the list, and whether the list is active or inactive."); ?>
TOTAL STATUS FLAGS SUMMARY = Shows a breakdown of the status flags for all the selected lists combined. Status flags are set in the -Statuses- section of a campaign or the -System Statuses-."); ?>
LIST ID SUMMARY = Each list selected in the report will be listed separately after the TOTALS summaries. The list summary gives specific information about each particular list."); ?>
STATUS FLAGS BREAKDOWN = Same as TOTAL STATUS FLAGS SUMMARY, but only for one list."); ?>
STATUS BREAKDOWN = A breakdown of each status in the individual list, along with the status description, number of leads, and percentage relative to the total leads in the list."); ?>

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CAMPAIGN = The campaign being reported on."); ?>
TOTAL CALLS = The number of calls taken either by a campaign or during a time interval during a campaign, depending on the report."); ?>
SYSTEM RELEASE CALLS = The number of calls terminated by the dialer per campaign or during a time interval for a campaign, depending on the report."); ?>
AGENT RELEASE CALLS = The number of calls terminated by the agent per campaign or during a time interval for a campaign, depending on the report."); ?>
SALE CALLS = The number of sales made either on a campaign or during a time interval during a campaign, depending on the report."); ?>
DNC CALLS = The number of DNC made either on a campaign or during a time interval during a campaign, depending on the report."); ?>
NO ANSWER PERCENT = The percentage of calls dispositioned as no answer against the TOTAL CALLS."); ?>
DROP PERCENT = The percentage of calls dispositioned as DROPs against the TOTAL CALLS."); ?>
AGENT LOGIN TIME (H:M:S) = The total pause, wait, talk, and dispo times logged by agents for the campaign/interval."); ?>
AGENT PAUSE TIME (H:M:S) = The total pause time logged by agents for the campaign/interval."); ?>
INTERVAL = The interval (in -HHii- format) being reported on under the campaign."); ?>

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CALL HANGUP REASON STATS"); ?>
HANGUP REASON = The reason the call terminated."); ?>
CALLS = The number of calls terminated from the aforementioned reason."); ?>
CALL STATUS STATS"); ?>
STATUS = The call disposition."); ?>
DESCRIPTION = The description of the status."); ?>
CATEGORY = The category of the status."); ?>
CALLS = The number of calls resulting the disposition."); ?>
CALL TIME - TOTAL TIME = The total time spent on calls resulting in the disposition."); ?>
CALL TIME - AVG TIME = The average amount of time spent on calls resulting in the disposition."); ?>
CALL TIME - CALLS/HOUR = The number of calls per hour where the call resulted in the disposition - this is relative to the total time of all dispositions, not just this one."); ?>
AGENT TIME - CALLS/HOUR = The number of calls per agent hour where the call resulted in the disposition, relative to the total time agents spent in call for all dispositions."); ?>
LIST ID STATS"); ?>
LIST = The list ID number - all lists meeting the selected criteria are displayed here."); ?>
CALLS = The number of outbound calls placed from the aforementioned list."); ?>
AGENT PRESET DIALS"); ?>
PRESET NAME = The preset name logged in the user_call_log table (where applicable) for the outbound calls meeting the selected criteria."); ?>
CALLS = The number of calls logged with the aforementioned preset."); ?>
CUSTOM STATUS CATEGORY STATS"); ?>
CATEGORY = The category the custom status is currently assigned to."); ?>
CALLS = The number of calls logged with the aforementioned category."); ?>
DESCRIPTION = The description of the category."); ?>
AGENT STATS"); ?>
AGENT = The user ID and agent involved on outbound calls meeting the selected criteria."); ?>
CALLS = The number of outbound calls handled by the aforementioned agent."); ?>
TIME H:M:S = The total amount of time the agent spent on the outbound calls."); ?>
AVERAGE = The average amount of time the agent spent on the outbound calls."); ?>

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FRONTER STATS"); ?>
AGENT = The agent making the transfer (fronter)."); ?>
XFERS = The number of transfers the agent made."); ?>
SALE % = Percentage of transfers the agent made that resulted in a sale."); ?>
SALE = Number of sales (dispos where sale=Y in the -Statuses- section) made on the agents transfers."); ?>
DROP = Number of transfers that were dropped (did not make it to a live closer)."); ?>
OTHER = Number of transfers that were not dropped, but also not sold by the closer."); ?>
CLOSER STATS"); ?>
AGENT = The agent receiving the transfer (closer)."); ?>
CALLS = Total calls answered by the closer."); ?>
SALE = Number of sales (dispos where sale=Y in the -Statuses- section) made on the transfers the closer fielded."); ?>
DROP = Number of calls the closer received that were dispoed as dropped."); ?>
OTHER = Calls the closer fielded that did not result in sales."); ?>
CONV % = Percentage of transfers the closer received that resulted in sales."); ?>

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CALLING HOUR = The hour interval being reported on."); ?>
CALLS = Number of calls showing activity in this hour interval. Unlike other reports, this includes calls that start in the preceding hour, if the length of the call causes the call to end in the current hour. Example: an inbound call to the system begins at 9:59am and lasts for three minutes, ending at 10:02am. This call will be counted in both intervals."); ?>
TOTAL TIME = The total amount of time calls were active within this call interval. This includes time in queue waiting for an agent, and as stated for the CALLS section above, calls starting in one hour and ending in the other will have the time spent in each interval counted in both. In the above example, 1 minute will be attributed to the 9am hour and 2 minutes to the 10am hour."); ?>
AVERAGE TIME = The average call length for the interval, taken by dividing the total time of call activity within this interval divided by the number of calls active within this interval."); ?>
DROPPED HOURS = The total amount of time taken by calls that were dropped with time active within this call interval."); ?>
BLOCKING = The drop rate, expressed as a decimal in TEXT or a percent in graph form, of an hourly interval. This is taken by dividing the number dropped calls active in the hour by the number of calls active in the hour."); ?>
ERLANGS = Number of Erlangs for the hour. Erlangs are calculated by taking the number of calls received in an interval, multiplied by the average duration of a call expressed as a decimal value relative to the interval. For example, if 100 calls came in during an hour, and the average call length is 6 minutes, the Erlang value is 100 calls/hour * .1 hour (6 minutes is 1/10th of an hour), or 10."); ?>
GOS = \"Grade of Service\". This is the probability that a call is dropped, which is given by the equation"); ?>

GoS = (EM/M!)/(Mn=0 En/n!)


REC AGENTS = The recommended number of agents needed to meet the desired drop rate or the desired queue probability. For the Erlang B report it uses the formula"); ?>

GoS = (EM/M!)/(Mn=0 En/n!)



Pqueued = (EM/M!)/[EM/M! + (1 - E/M)M-1n=0 En/n!]

queued is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed"); ?>
EST AGENTS = The estimated number of agents based on the current drop rate and Erlangs, as entered by the user, for the hours being reported on. This is reached by using the Erlang B formula, which is"); ?>

GoS = (EM/M!)/(Mn=0 En/n!)


CALLS/AGENT = The average number of calls each agent received for the time interval, gotten by dividing the number of calls by the number of agents (estimated, if an -actual agent- value is not given)"); ?>





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Actual agents = If you know the actual number of agents and wish to use this in the report caluclations, enter a non-zero value here. If you leave this blank the report will use the number of agents it estimates is in the dialer to make its reports."); ?>
Hourly pay per agent = Hourly wages an average employee makes."); ?>
Revenue per sale = How much money each sale made in the selected campaigns/ingroups is worth."); ?>
Chance of sale = The estimated percentage of calls that result in a sale (the actual percentage is provided after the report is run)."); ?>
Retry rate = The percentage of callers that attempt to retry after their call is dropped."); ?>

CALLING HOUR = The hour interval being reported on."); ?>
CALLS = Number of calls showing activity in this hour interval. Unlike other reports, this includes calls that start in the preceding hour, if the length of the call causes the call to end in the current hour. Example: an inbound call to the system begins at 9:59am and lasts for three minutes, ending at 10:02am. This call will be counted in both intervals."); ?>
TOTAL TIME = The total amount of time calls were active within this call interval. This includes time in queue waiting for an agent, and as stated for the CALLS section above, calls starting in one hour and ending in the other will have the time spent in each interval counted in both. In the above example, 1 minute will be attributed to the 9am hour and 2 minutes to the 10am hour."); ?>
AVERAGE TIME = The average call length for the interval, taken by dividing the total time of call activity within this interval divided by the number of calls active within this interval."); ?>
DROPPED HOURS = The total amount of time taken by calls that were dropped with time active within this call interval."); ?>
BLOCKING = The drop rate, expressed as a decimal in TEXT or a percent in graph form, of an hourly interval. This is taken by dividing the number dropped calls active in the hour by the number of calls active in the hour."); ?>
ERLANGS = Number of Erlangs for the hour. Erlangs are calculated by taking the number of calls received in an interval, multiplied by the average duration of a call expressed as a decimal value relative to the interval. For example, if 100 calls came in during an hour, and the average call length is 6 minutes, the Erlang value is 100 calls/hour * .1 hour (6 minutes is 1/10th of an hour), or 10."); ?>
GOS = \"Grade of Service\". A -B- report value - this is the probability that a call is dropped, which is given by the equation"); ?>

GoS = (EM/M!)/(Mn=0 En/n!)


QUEUE PROB = A -C- report value - the probability that a call is queued, which is given by the equation"); ?>

Pqueued = (EM/M!)/[EM/M! + (1 - E/M)M-1n=0 En/n!]

queued is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed"); ?>
AVERAGE ANSWER = A -C- report value - the average speed of answer, or average call waiting time. This is given by the equation"); ?>

ASA = (T*Pqueued)/(M-E)

queued is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed. Both this and the Pqueued formulas above are only valid if -M- is greater than -E-, that is, the number of trunks in a system is greater than the number of Erlangs."); ?>
REC AGENTS = The recommended number of agents needed to meet either the desired drop rate or the desired queue probability. These values are entered by the user and depending on whether the report being run is type -B- or type -C- the report will base their estimate on one of those values. For the Erlang B report it uses the formula"); ?>

GoS = (EM/M!)/(Mn=0 En/n!)



Pqueued = (EM/M!)/[EM/M! + (1 - E/M)M-1n=0 En/n!]

queued is the queue probability, -E- is the Erlang value, and -M- is the number of lines/agents needed"); ?>
EST AGENTS = The estimated number of agents based on the current drop rate and Erlangs, as entered by the user, for the hours being reported on. This is reached by using the Erlang B formula, for both the B and C report. Since Vicidial does not log what calls were queued in outbound dialing, the -C- report instead uses the drop rate of outbound calls to estimate agents. The formula is"); ?>

GoS = (EM/M!)/(Mn=0 En/n!)


CALLS/AGENT = The average number of calls each agent received for the time interval, gotten by dividing the number of calls by the number of agents (estimated, if an -actual agent- value is not given)"); ?>
REV/CALL = Average revenue per call, taken by multiplying the revenue per sale by the number of sales, then dividing by the number of calls"); ?>
REV/AGENT = Average revenue generated per agent, based on the total revenue (sales * revenue per sale) divided by the number of agents (estimated, if an -actual agent- value is not given)"); ?>
TOTAL REV = Total revenue, gotten by multiplying the number of sales by the revenue per sale"); ?>
TOTAL COST = Total cost, gotten by multiplying the agent rate by the number of agents (estimated, if an -actual agent- value is not given)"); ?>
MARGIN = The difference between the total revenue and the total cost"); ?>





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START TIME = The time the manager started monitoring an agent"); ?>
MANAGER = The manager who initiated the monitoring session"); ?>
MANAGER SERVER = The IP address of the server the manager was monitoring from"); ?>
MANAGER PHONE = The phone login the manager used to monitor the agent"); ?>
MANAGER IP = The IP address of the computer the manager was monitoring from"); ?>
AGENT MONITORED = The agent ID and name of the agent being monitored"); ?>
AGENT SERVER = The IP address of the server the agent phone was operating from"); ?>
AGENT STATUS = The dialer status of the agent at the time the monitoring session was initiated"); ?>
AGENT SESSION = The session ID of the agent at the time the monitoring session was initiated"); ?>
LEAD ID = The lead ID the agent was speaking to at the time the monitoring session was initiated. If the agent was not in a call at the time the manager started monitoring them, this value will be -0-"); ?>
CAMPAIGN = The campaign ID the agent being monitored was placing calls from at the time they started being monitored"); ?>
END TIME = The time the manager stopped monitoring the agent, ending the monitoring session"); ?>
LENGTH = The total length in seconds of the monitoring session"); ?>
TYPE = The type of monitoring session that the manager was running"); ?>







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Custom Reports Admin




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