eCAS Sample Reports - Westcon-Comstormedia.gswi.westcon.com/cpoint_us_av/...Solutions/...Sample_Report.pdfThe report lists all calls using an account ... This report is presented in

eCAS Sample Reports

TABLE OF CONTENTS

1. Introduction to Reports...................................................................................... 1

2. Selection Criteria & Output Methods ................................................................ 2

3. Sample Reports .................................................................................................. 4 Account Code Detail Report........................................................................................4 Audit Trail Report ........................................................................................................5 Call Search Report ......................................................................................................6 Call Type Report .........................................................................................................7 Cost Distribution Report ..............................................................................................8 Date Report .................................................................................................................9 Duration Distribution Report ......................................................................................10 Expensive Call Report...............................................................................................11 Extension Listing .......................................................................................................12 Frequently Called Numbers Report...........................................................................13 Incoming Call Distribution Report..............................................................................14 Incoming Traffic Analysis Report...............................................................................15 Longest Call Report...................................................................................................16 Organization Report ..................................................................................................17 Outgoing Call Distribution Report..............................................................................20 Quality of Service (QoS) Report................................................................................21 Ring Time Analysis Report........................................................................................22 Telecom Manager Report..........................................................................................23 Time of Day Report ...................................................................................................24 Trunk Group Report ..................................................................................................25 Unused Extensions Report........................................................................................26

50M16012D iJune 2004

eCAS Sample Reports

1. Introduction to Reports The eCAS system delivers critical business information to your desktop through easily customized reports. Armed with this data, you can make informed decisions about your telecom network, improve productivity of your organization, bill back telecom expenses and more. Most reports provide summary and detail options.

Report Categories:

Organization reports track calls made by individuals or groups and associates the calls to the corporate organization hierarchy for simplified charge-back.

Call Search reports allow call records to be analyzed through broad or narrow search criteria.

Exception reports highlight longest and most expensive calls as well as trunks without call activity.

Traffic reports provide a network-wide view of usage by call type, trunk, duration, area code, cost and other variables.

Account Code reports track calls made on-behalf of clients or projects and can be used for associated billing.

Report Applications at a Glance

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Account Code Detail

Audit Trail Report

Call Search Report

Call Type Report

Cost Center Summary Report

Cost Distribution Report

Date Report

Department Summary Report

Duration Distribution Report

Expensive Call Report

Extension Listing

Frequently Called Numbers Report

Incoming Call Distribution Report

Incoming Traffic Analysis Report

Longest Call Report

Organization Report

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eCAS Sample Reports

Report Applications at a Glance

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timize

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Allo

cate

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Billin

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Exp

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Dire

ctory

Outgoing Call Distribution Report

Quality of Service Report

Ring Time Analysis Report

Telecom Manager Report

Time of Day Report

Trunk Group Report

Unused Extensions Report

2. Selection Criteria & Output Methods The eCAS system is designed using report templates. Each template is easily customized using selection and output criteria. Once you have customized the report criteria, the new template can be saved for future use.

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Select predefined date range from list.

Switch is selected from list.

Enter previous number of days.

Enter From/To or click the calendar icon to select dates.

The % is a wildcard that indicates “all.” In this case all account codes.

Select the report to sort by Account Code or Account Name.

Selection criteria will vary by report. The above illustration shows the criteria for the Account Code report and includes the most common variables – date range, switch and switch name – required for all eCAS reports. Other definable criteria may include: Call direction; Call type; Trunk group; Trunk; Call destination; Adjusted cost; Duration; Queue time; Ring time; Extension; Dialed digits. Criteria can also be defined in context of your company hierarchy.

eCAS Sample Reports

Another feature available in many of the report templates is the call record field selection option. This powerful feature allows you to define the report content and order of report columns using the list of available fields. All eCAS system reports can run on-demand, “ad-hoc” or scheduled to run at specified intervals automatically.

All eCAS system reports are presented in HTML format for online viewing and can be distributed by email or stored on the server in a central repository. Many reports include hyperlinks that allow real-time data analysis. Once the reports are generated, they can be resorted by column with a simple click of the mouse.

Report Output at a

Glance

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Account Code

Call Search

Call Type

Cost Center Summary

Cost Distribution

Date

Department Summary

Duration Distribution

Expensive Call

Extension Listing

Extension Summary

Frequently Called Numbers

Incoming Call Distribution

Incoming Traffic Analysis

Longest Call

Organization Report

Outgoing Call Distribution

Quality of Service

Ring Time Analysis

Telecom Manager

Time of Day

Trunk Group

Unused Extensions

The Organization and Account Code reports feature EZ-Burst® report distribution and printer-friendly HTMLformats.

The EZ-Burst functionality allows these reports to be defined in one step for the entire organization and automatically “bursts” the report by department, cost center or account code to designated email recipients, thereby saving time and protecting data integrity.

The printable HTML output ensures quality printing and retention of data links for historical reference.

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eCAS Sample Reports

3. Sample Reports Account Code Detail Report The Account Code Detail Report allows organizations to easily charge back costs for telephone use related to a specific purpose. Most often used by service organization professionals such as lawyers, accountants, and consultants, these reports provide information than can be used as attachments to client bills. This report can also be valuable in general business environments to track calls made for special projects (e.g., grants).

Report characteristics:

The report lists all calls using an account code during a specified time interval in chronological order (by default). Charges reflect user-defined markups and surcharges where applicable.

Report contents and appearance - such as column selection and order - can be modified on demand.

This report is presented in HTML format and can be viewed using any web-browser. Printable HTML format is also available. Graphic output is not available with this report.

EZ-Burst report distribution is available.

NOTE: This report is available only when account codes are active in the switch.

This example shows all calls billed to account code 10002 during a 7-day period. It also shows the originating extension for each call and suggests that multiple representatives were working on this account.

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eCAS Sample Reports

Audit Trail Report This report is a listing of activity for the selected users and system processes, within the specified time period. Logged activities include user logins and logouts, as well as changes to critical data within the system.


The report lists all user logins and logouts and any additions, modifications, and deletions to organization tables (any level); extensions, authorizations, and account codes; and call records.


This report is presented in HTML format and can be viewed using any web-browser. Printable HTML format is also available.

EZ-Burst report distribution is available.

The example below helps show how valuable having access to a company-wide audit trail report can be. Whether on a scheduled or ad hoc basis, system administrators could check on when a cost center was added or edited, by whom it was done, and its corresponding date and time

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eCAS Sample Reports

Call Search Report The call search report allows you to obtain detailed information on call activity conforming to a broad or very specific range of user-defined selection criteria. It is a versatile report that is typically used to isolate problems or provide additional information on trends displayed in other reports.


The report lists all calls that meet a broad or narrow combination of selection criteria.


This report is presented in HTML format and can be viewed using any web-browser. ASCII text format is also available. Graphic output is not available with this report.

This example shows calls placed to the “809” area code (dialed number = "1809%") in chronological order. The standard column display was modified to include personnel information. This report was requested to isolate calls that are considered unauthorized and therefore constitute abuse. Armed with the information that these calls are being made, a telecom manager can take corrective action either with the offender or by blocking the calls in the switch.

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eCAS Sample Reports

Call Type Report The Call Type report summarizes call activity by call type. This report is valuable for telecom managers and others who are responsible for network traffic administration as well as those involved with negotiating telecom service rates. It can also show calling trends and highlight abuse.


The report summarizes network-wide or switch-specific call activity by call types (built-in types and user-defined) and displays their corresponding cost, duration, and averages. Charges reflect user-defined mark-ups and surcharges where applicable. More than one call type can be selected per report.

This report is presented in HTML format and can be viewed using any web-browser. Graphic output is not available with this report.

This example is sorted alphabetically by call type. Worth noting are the CANADA, CARIBBEAN, and IDDD call types. With average costs per minute of $1.40, $3.39 and $3.63 respectively, new rate plan negotiations might be in order. The calls with a Caribbean call type may also constitute abuse. To find out who made those Caribbean calls, you could run a Call Search Report with search criteria isolated calls to the “809” area code.

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eCAS Sample Reports

Cost Distribution Report The Cost Distribution report provides telecom managers with analysis of call activity by switch or entire network based on call costs. It is generally used to understand telecom expenses and usage trends and is particularly valuable for negotiating with carriers.


Using defined report criteria, the report summarizes call activity in cost ranges. It demonstrates cost averages and highlights expensive call activity.

This report is presented in HTML format and can be viewed using any web-browser. The bar graph provides useful, at-a-glance display of trends.

In today’s competitive long distance telecom market, this report would be valuable for negotiating a better cost per minute rate with carriers. This example shows that the majority of calls are less than a dollar, with a very reasonable average cost per minute of $0.03. The next largest groups are calls costing $20 - $49.99 and $50.00+, with an average cost per minute of $2.28 and $3.69, respectively. These expensive types of calls might also be worth investigating in Call Search and Trunk Group reports (it is possible that these calls resulted from misuse or from poor programming of your switch facilities and could be easily eliminated in the future, reducing the telecom bill considerably).

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eCAS Sample Reports

Date Report The Date Report summarizes call activity by day and by switch or the entire network. This report is valuable for telecom managers who are concerned about call volume and its impact on network performance.


Using defined report criteria, the report will display daily call activity.

This report is presented in HTML format and can be viewed using any web-browser. Its graphs provide useful, at-a-glance display of trends.

This example shows call activity for a 5-day work week period where usage was reasonably constant. Average call duration was 11 minutes, 56 seconds and average cost per minute was $0.21. If any day had shown a measurable reduction in activity, it may have correlated to a trunk out of service. If a corresponding increase in call costs was shown, it might have indicated an alternate carrier was used to deliver the calls during the outage.

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eCAS Sample Reports

Duration Distribution Report The Duration Distribution report provides telecom managers with analysis of call activity by call duration. This report is particularly valuable for network traffic management.


Using defined report criteria, the report summarizes call activity in duration ranges. It demonstrates duration averages and highlights long call activity.


This example shows that most calls last between five and forty-five minutes, with the majority falling in the range of ten to twenty minutes. This valuable information allows the telecom manager to enable adequate trunks to make service available to users. To understand the types of calls most often placed in these timeframes, which also contributes to decisions on network planning, the call type or call search report could also provide important information.

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eCAS Sample Reports

Expensive Call Report The Expensive Call Report lists the 25 most expensive calls in the defined date range. The report can be run for individual extensions or for the entire organization. The report is valuable for accounting and productivity management as well as for negotiating with carriers.


Using defined report criteria, the report displays calls in order from most to least expensive and gives corresponding call detail, including the extension that placed the call.


This example shows that the most expensive call placed during the time period is a five-hour modem connection to Honolulu, HI. It begs the question of the validity of that event. The report also shows that the company makes frequent calls to Germany and Japan. Armed with this information, you can easily make a case with your International carrier to receive better rates to those countries based on call volume.

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eCAS Sample Reports

Extension Listing The Extension Listing provides a printed telephone directory for use in your organization. It also shows corresponding cost centers (second level of the business hierarchy) for reference purposes.



The extension listing allows you to print a company directory based on current database information. It also provides a reference to the employees cost center. With the ability to re-sort the columns of this report, the “unassigned” extensions can be easily identified for reassignment to cost center so the cost of calls can be accurate billed back. In addition, extensions that belong to common departments can be grouped together.

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eCAS Sample Reports

Frequently Called Numbers Report The Frequently Called Numbers report pinpoints the top 25 locations called by switch in the network. It is valuable for network management, abuse detection and productivity management.


Using defined report criteria, the report displays summary information on frequently called numbers. You can sort the list by any one of its columns in either ascending or descending order.


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eCAS Sample Reports

Incoming Call Distribution Report The Incoming Call Distribution report summarizes incoming call activity by location of origin (area or country code) and provides a simple analysis of where calls to your business are coming from. This is a valuable report for sales, marketing and customer service managers.


The report summarizes switch specific call activity by incoming area code and displays corresponding cost, duration, and averages for each.


Note: Report is only available when the switch provides ANI data.

This report is valuable for marketing and sales managers who may be measuring the effectiveness of a specific campaign during the reporting period. This example has been sorted by total calls, to show that the majority of incoming calls came from the local (Rochester) area — a typical distribution. Next, were calls from New Jersey, NYC, and Massachusetts — which may indicate that a marketing promotion was running in these locations.

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eCAS Sample Reports

Incoming Traffic Analysis Report The Incoming Traffic Analysis Report provides ring-time statistics useful to measure response rates of call center personnel and to determine the number of inbound trunks required to meet demand.


The report summarizes incoming call activity by time of day, trunk and ring time.

This report is presented in HTML format and can be viewed using any web-browser. Its graphic output provides a quick display of answered vs. unanswered calls throughout the day.

This example shows that the busiest incoming call period is between 1:00 and 4:00pm and that the most calls were answered and missed between 3:00 and 4:00pm. Knowing this, call center managers can staff accordingly and telecom managers can ensure adequate trunk capacity.

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eCAS Sample Reports

Longest Call Report The Longest Call Report provides detailed information on the 25 longest calls for the selected switches and/or extensions, within a specified time period. This report is valuable for network management, abuse detection and productivity measurement.


The report displays longest calls in order from longest to shortest and gives corresponding call detail including the extension that placed the call.


This example shows a series of long modem connections (expensive oversight!) and one employee who placed ten long local calls and one international call - which likely constitutes abuse and a corresponding loss of productivity. With this report, managers can demonstrate the problems and take corrective action.

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eCAS Sample Reports

Organization Report The Organization Detail report is one of the most frequently used reports. It is used to measure an individual or team’s productivity and to allocate telecom expenses. Department managers and accounting departments typically use this report.


Report provides summary data based on your business hierarchy. Each level is a hyperlink that allows you to obtain more detailed information. When EZ-Burst is used, report information will be automatically separated by department or cost center, delivering the data to those with appropriate authorization.

The final level (personnel) is the detail level and shows all calls made in chronological order.

Report contents (the number and order of fields that appear as columns) can be modified on demand.

This report is presented in HTML format and can be viewed using any web-browser. EZ-Burst report distribution, printable HTML, and ASCII text formats are also available. Graphic output is not available with this report.

In this example there are three levels of organization hierarchy. By clicking on the department names, you can “drill-down” to the corresponding cost centers; by clicking on the cost center names, you can drill down to the members of that cost center. Finally, you can click on the personnel names to view their call detail. Accounting personnel use this report at a summary level to charge-back actual usage across the organization and department managers use it to control costs and manage productivity.

Top level of the Organization Report shows summary data for all Departments.

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eCAS Sample Reports

Selecting “Engineering” shows the next report level: summary data for corresponding Cost Centers.

Selecting “401-Software” shows the next report level: summary data for members of that Cost Center.

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eCAS Sample Reports

Selecting “David Distefano” shows the next report level: call details for that individual.

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eCAS Sample Reports

Outgoing Call Distribution Report The Outgoing Call Distribution report summarizes outbound call activity by destination (area code, local, international or other) and provides a simple analysis of areas your business is calling. This is a valuable report for measuring productivity of sales people or response to marketing and customer service activities, as well as for negotiating rates with carriers.


The report summarizes switch specific call activity by area/country code and displays corresponding cost, duration, and averages for each.


This sample shows the majority of outgoing calls are local or to locations in NY state, with other frequently called numbers in NJ, MA and to various International destinations. Average call cost to all destinations is $0.24 per minute and average call duration is just over 13 minutes.

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eCAS Sample Reports

Quality of Service (QoS) Report The QoS report readily demonstrates how several types of VoIP switches, including the Cisco Systems Call Manager (a member of the AVVID platform), are performing. The report provides QoS statistics such as packet loss, jitter average, and network latency. You define the performance thresholds desired in each category and eCAS will reveal actual vs. desired performance so you can proactively tune your system. The report will only display QoS statistics for VoIP systems in your network and will allow you to drill-down to individual extensions that are experiencing performance problems. Report characteristics:

The report reflects VoIP Quality of Service as measured by packet loss, jitter, and network latency. The user defines the performance thresholds desired in each category.


This sample shows that switch-2 is performing within the desired thresholds and that switch-1 is functioning at a rate that is less than satisfactory. By “drilling-down” on switch-1, the system administrator can easily ascertain the extensions that are not meeting performance expectations. In this example, extensions 101, 102, 106 and 109 are all experiencing packet loss and jitter that exceeds acceptable limits. With this data, the system administrator can quickly address the set-up of these extensions to improve network performance.

Quality of Service Report

Smart Company Search Criteria Top level of

report

05/24/04 8:08:42 AM

Page 1 of 1

Switch Packets Lost CDRs Over

Packets Lost Threshold

Jitter Average (Milliseconds)

CDRs Over Jitter Threshold

Latency Average (Milliseconds)

CDRs Over Latency

Threshold

Switch-1 4.02% 15.00% 2.25 23.00% 167.70 0.00%

Switch-2 0.00% 0.00% 0 0.00% 0 0.00%

Totals 4.02% 15.00% 2.25 23.00% 167.70 0.00%

Summary for switch: Switch-1 (showing only extensions with problems):

Extension Packets Lost CDRs Over

Packets Lost Threshold

Jitter Average (Milliseconds)

CDRs Over Jitter Threshold

Latency Average (Milliseconds)

CDRs Over Latency

Threshold 101 1.79% 0.00% 5.00 100.00% 30.00 0.00% 102 3.40% 0.00% 6.00 100.00% 141.25 0.00% 106 8.47% 100.00% 4.25 100.00% 152.50 0.00% 109 5.01% 75.00% 4.00 100.00% 178.50 0.00%

NOTE: This report only shows information for VoIP switches that provide QoS data. Performance of traditional circuit-switched or hybrid switches is measured in other reports.

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eCAS Sample Reports

Ring Time Analysis Report The Ring Time Analysis Report demonstrates the performance of your organization in response to incoming calls. This report is most often used to measure productivity and staffing requirements in call center operations.


Report shows summary statistics distributed over various ring time ranges (represented in number of seconds that the phone rings before the call is answered or the caller disconnected).


Note: This report is only available on switches that provide ring time information.

This example shows that although over 50% of the calls are answered within 10 seconds, many are left to ring for longer periods, and a large number (almost 15% of calls) are not answered at all. Voice mail set to answer callers promptly may be a solution. You may further refine the report by cost center, to review individual cost center response.

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eCAS Sample Reports

Telecom Manager Report The Telecom Manager’s report is designed to provide a snapshot of overall network activity. This report provides information on system status, including exception calls and other conditions, such as trunks without activity that may require investigation by the telecom manager. It is most valuable if run on a recurring basis, such as daily or weekly, for review by the telecom department.


For the date period requested, the report shows total inbound and outbound calls, longest and most expensive calls, trunks without activity and the status of the oldest call in the call accounting “current” database.


This example shows a week of call activity with multiple instances of long connections — one from a modem on extension 1024, the others by one individual (who also had an expensive call to the Caribbean). Knowing this information, the telecom manager can take corrective actions. It also shows a couple of trunks without service. These should be researched to see if they are experiencing service problems or if they constitute over-trunking and can be eliminated.

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eCAS Sample Reports

Time of Day Report The Time of Day report shows trends in call activity by time of day, for a specified time period. This report aids telecom personnel in understanding usage trends and ensure adequate network capacity.


The report summarizes call activity for each of the 24 hours in a day and highlights busy times.


This example shows the busiest times are 10:00am-12:00pm and 1:00pm-4:00pm daily.

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eCAS Sample Reports

Trunk Group Report The Trunk Group report is a traffic management report that demonstrates distribution of calls on the telecom network by trunk group and individual trunks. This powerful report allows telecom managers to easily understand network traffic activity and proactively manage traffic distribution.


Using defined report criteria, the report summarizes call activity by trunk group and switch and provides hyperlinks for each group for analysis of trunks within that group.


This example shows that over a month's activity, trunk group “facility-2” has significantly more traffic than “facility-1”, but that average call duration is comparable. When drilling down on “facility-1” it shows that calls are evenly distributed on its member trunks.

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eCAS Sample Reports

Unused Extensions Report The Unused Extensions Report is a traffic management report that shows extensions that show no call activity during a specified period. This report can help eliminate waste and reduce costs by showing telecom managers where resources are being paid for but not used.


This report is delivered in standard HTML format and can be viewed with any web browser.

Graphic output is not available with this report.

Unused Extensions Report

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eCAS Sample Reports - Westcon-Comstormedia.gswi.westcon.com/cpoint_us_av/...Solutions/...Sample_Report.pdfThe report lists all calls using an account ... This report is presented in

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