Gives Workgroup supervisors information on how well each agent Workgroup meets defined SLA targets.
Like all ShoreTel reports, the Workgroup SLA Target 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".
ASA Target is the Average Speed to Answer target time in seconds. This can be read as "What is our target time in seconds to answer incoming calls". This value affects the calculation of the "Agent Answered Within Target" column. The default is 30.
TSF Target is the Time Service Factor percentage. This can be read as "What is our target percentage of calls answered within the ASA target time". This parameter only affects the color of the "Agent Answered Within Target" percentage value (Black = "met target", Red = "did not meet target"). Default is 80%. Set this to 0 if you don't want to specify a target.
This report is grouped by day (within the parameters of the report itself), then by Workgroup. Day is the innermost grouping, followed by Workgroup, followed by the grand total of all days of all Workgroups as a single line at the end of the report.
Left side: Indicates the grouping values: Workgroup name and calendar day.
"Incoming": Total number of incoming calls received for indicated Workgroup/indicated day.
"Agent Answered": Total number of incoming calls that were successfully transitioned out of the Workgroup and answered by an agent. Shows number and percent of incoming. This does not include calls that may be answered but not by an agent or not in the "normal" flow. An example would be a call answered by voice mail.
"Agent Answered Within Target": Total number of Agent Answered calls that were answered within the ASA Target time. Includes color coded percentage. Percentage is percentage of Agent Answered.
"Agent Answered Wait": For Agent Answered calls, indicates the daily/Workgroup "in queue" wait time, both total for all calls and wait time for the average call in that day/Workgroup.
"Agent Answered Post-Queue Connect": For Agent Answered calls, indicates the connect time (total and average) of the phone call after leaving the queue (after answering). Note this may include extra time if the call was further rerouted.
"Abandoned": Number of incoming calls that were abandoned (the caller hung up in the queue). Shows number and percent of incoming.
"Abandoned Wait": For Abandoned calls, indicates the daily/Workgroup "in queue" wait time up until the caller hung up. Shows total and average.
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.