Gives Workgroup supervisors information on exceptional calls received. Calls are categorized as exceptional if they did NOT end up at an agent in the Workgroup in the expected manner.
Like all ShoreTel reports, the Workgroup Exceptional Call Report allows a Date Range and a Time Range to bound the report values. Both Date and Time ranges can also specify a "no bound" condition which when specified as the lower bound means "the lowest/earliest Date or Time occurring in the report" and at the highest bound means "the highest/latest Date or Time when the report is run".
Show All Exceptions is a true/false parameter which controls whether all types of exceptions are included in the report. If this parameter is set to "true", all types of exceptions are included when the report is run. If set to "false", only calls abandoned by the caller are included in the report. The default is false (only abandoned calls shown).
This report is grouped by Workgroup. Within each Workgroup grouping, the exceptional call records are ordered by the Date/Time received. The number of exceptional calls listed are totaled and printed both by Workgroup and in a grand total at the end of the report.
"Workgroup": Indicates the Workgroup name and DN.
"Start Date/Time": The date and time the call was received.
"Duration": The amount of time the call spent in the Workgroup queue, in whole seconds. A duration of 0 means less than 1 second.
"Caller ID": The calling party ID, as determined by the ShoreTel PBX (for external calls, this will be as received from the Public Switched Telephone Network).
"Dialed Number": The number dialed by the calling party, if known.
"Exit Reason": The reason the call exited the Workgroup queue. The list of possible reason codes:
ForwardAlways - The Workgroup has forwarded all calls.
ForwardBusy - Call forwarded because all logged in agents were on a call.
ForwardNoAnswer - Call forwarded because all available agents did not answer.
FwdNoLoginAgent - Call forwarded because no agents were logged in.
Reserved - Unknown or error condition.
Abandon - Call dropped (caller hung up) while in Workgroup queue.
TransferVM - Caller accepted option to transfer to voice mail.
TransferExtension - Caller accepted option to transfer to an extension.
TransferMenu - Caller accepted option to transfer to a menu.
Pickup - Agent picked up call from queue.
Unpark - Agent retrieved parked call from queue.
If the report parameter "Show All Exceptions" is set to "true", calls with any of the above reasons will be included in the report. If "Show All Exceptions" is set to "false", only calls with the "Abandon" reason are included.
"Fwd/Xfer Target DN": For calls exiting the queue due to forwarding or transferring, this shows the targeted forwarded/transferred to number.
A zip archive containing this instruction and the 3 report files (.exe, .rpt, and .crf). The 3 report files should be unzipped to the directory on the ShoreTel server containing the ShoreTel reports. In most cases, this will be "C:\Shoreline Data\Call Records 2" folder. Run this report as other ShoreTel reports by launching the .exe report file.