Frequently Asked Questions on Ruby reports

[Belinda Frick]

Group Data

Why are Total ACD calls less than my agent calls? - Your
agents are most likely taking calls outside the call centre. They
may be received transferred calls or direct calls, which do not
go through the ACD system and are not counted as ACD calls.
Why are Total ACD calls all zero? - If it was working before,
the interface which is retrieving ACD information from the PABX
might not be running, or have some problem. There are some PABXs
where we can not retrieve Total ACD calls from the PABX.
Why are there 1.7 agents logged in? How can there be a 0.7 of
an agent? - Ruby is basing this on the time that the agents are
logged in, so 1.7 means two agents, 1 logged in for the full
duration, and 1 logged in for 70% of the time.
Why are my abandoned calls higher than my queued calls? - Ruby
writes information away as it arrives. On most PABXs, the
information is reported as events occur. Sometimes calls cross
over an hour or 15-minute boundary, and Ruby reports look
inconsistent. For example, if a call arrives at 10:59, and
abandons at 11:01, 10am will show 1 queued, 0 abandoned, and 11am
will show 0 queued, 1 abandoned.


Agent Daily Report - Summary
No known problems.

Agent Daily Report - Detailed
No known problems.

Agent Summary Report

Report takes a long time to view - Unfortunately there is
little that can be done about this. The report is summarising
data from many sources, and will always take time to run.
Report always shows data for all groups, even if you specify
a single group - Ruby is showing data for all agents, not just
ones that happened to be in the specified group.
Some agents show "Network Traffic Time" for most
used application - these agents are most likely not running a
PCBoard or Kyanite, or it was closed. Ruby knows that the agent
was logged in for a certain amount of time, but only has
application data for a shorter period of time. The difference
is allocated to Network traffic time. When the PCBoard or Kyanite
is closed, this difference in time may be longer than the time
in any of the applications, and Ruby displays it as the most used
application.


Agent Session Report - Detailed

Why is there only data from 8:30 to 10:15 when other reports
show data for the whole day? - On the detailed report, each page
represents a "session". You're probably only looking at page 1
of the report. Check for other pages containing the data from
the other sessions (i.e. the rest of the day).


Agent Session Report - Summary
Agent Session Report - Detailed
Group Summary Report

Some agents show "Network Traffic Time" for most
used application - these agents are most likely not running a
PCBoard or Kyanite, or it was closed. Ruby knows that the agent
was logged in for a certain amount of time, but only has
application data for a shorter period of time. The difference
is allocated to Network traffic time. When the PCBoard or Kyanite
is closed, this difference in time may be longer than the time
in any of the applications, and Ruby displays it as the most used
application.
Why are some applications not listed - Ruby displays only a page
of information about each agent. If the information would be larger
than a page, Ruby summarises the rest of the application information
and puts it under a single entry titled "x applications not listed",
where x is the number of applications.

Queue Time Report
No known problems.

Abandoned Calls Report
No known problems.