This chapter provides a summary of the Call Profile reports for a routing service. Using Call Profile reports, supervisors can view information about the calls of their routing services and routing service groups for a selected duration.

The following Call Profile reports are available in Avaya Analytics™:

• Call Profile Abandoned

• Call Profile Active Time Duration

• Call Profile Answered

• Call Profile Waiting in Queue

The reports contain information such as whether a call was answered, the duration of a call, the duration for which a call was waiting in a queue, or whether a call was abandoned. You can dynamically select different metrics, ranging from 15-minute interval to yearly, and determine which channel ID recorded the least or maximum calls for a given duration and metric.

Supervisors can also compare call performance of the routing services in the routing service groups to which they are assigned. Using the information obtained from these reports, they can plan process improvements or make business decisions for their routing services.

For example, supervisors assigned to a specific routing services group can compare call performance of the routing services in that group using the Call Profile Abandoned and Call Profile Answered reports. Of the total number of offered calls, if the number of answered calls is higher than the number of abandoned calls, it indicates a healthy call performance in the routing services group. Alternatively, if the number of abandoned calls is higher for a routing services group, supervisors can plan strategies to improve call processes for that group.

Reports are displayed in a dossier format with additional, dynamic filtering capabilities. For example, you can click a bar in the Channel ID bar graph to view details only for that particular channel ID in the details table. Additionally, when you click a bar, the bar graphs update and display only those channel IDs that are associated with the selected bar.

You can apply additional filters by selecting all or some of the durations, metrics, and channel ID filters in the left or right panes of the report.

For more detailed information about the measures, data, and reports that Avaya Analytics™ provides, see Avaya Analytics™ Data Dictionary available from the Avaya Support website at https://support.avaya.com.

Limitation in Call Profile reports

To understand the limitation in Call Profile reports, consider the following scenario:

1. A call is offered in Avaya Analytics™.

2. The call is queued on Routing Service 1.

3. The call is removed from the queue on Routing Service 1 after one minute.

4. The call is now queued on Routing Service 2.

5. The call is answered on Routing Service 2 after it was waiting in a queue for one hour (or 60 minutes).

6. The call is transferred to Routing Service 3 after one minute.

7. The call is answered on Routing Service 3 and completed after two hours (120 minutes).

In the above scenario, a single call is transferred on three routing services. The call details display in the Call Profile reports as follows:

• Call Profile Abandoned: No call profile details

• Call Profile Waiting in Queue: 1 minute (step 3) + 1 hour (step 5) = 3660 seconds. This time displays for Routing Service 1, although for most of the time, the call was waiting in queue on Routing Service 2.

• Call Profile Answered: 1 minute (step 3) + 1 hour (step 5) = 3660 seconds. This time displays for Routing Service 2 where the call was answered (step 5).

• Call Profile Active Time Duration: 1 minute (step 3) + 1 hour (step 5) + 1 minute (step 6) + 2 hours (step 7) = 10920 seconds. This time displays for Routing Service 1.

Call Profile Answered, Call Profile Waiting in Queue, and Call Profile Abandoned reports do not display accurate information when you run these reports on pre-4.1.1 data. These reports use measures that are only added in Release 4.1.1. The default value of pre-4.1.1 measures is 0 and, as a result, the reports display inaccurate data when you run them on pre-4.1.1 data.