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TASKE Support Knowledge Base

How to Report on Vector and VDN Activity

Last Updated: 22-Jun-2011

Summary

Sites routing ACD calls through vectors can configure TASKE applications to monitor and report on vector activity by monitoring the routing of calls from a VDN (vector directory number) to the destination split or skill.

Note: in TASKE a split/skill is treated as a queue and a VDN is treated as an extension.

TASKE does not collect data on vectors, however, by entering vectors as Queue Groups in TASKE Administrator, call traffic routed through vectors can be tracked through VDN and split/skill activity. TASKE collects data on devices and information that is included in call records such as DNIS (Dialed Number Identification Service) and auxiliary work reason code information. A vector is a set of commands that control call routing and the treatment of calls, and as such, is not an entity that TASKE can monitor for data collection. By adding vectors as queue groups in TASKE Administrator and associating each vector with the VDNs and the splits or skills where it routes calls, TASKE can monitor and report on calls served to the splits or skills by the vector. This is done by monitoring vector activity in real-time as queue groups and producing queue group reports that display vector activity.

Configuring TASKE to Monitor and Report on Vector and VDN Activity

The configuration of TASKE to monitor and report on vector and VDN activity is done through TASKE Administrator. Here:

  • each VDN must be entered in Administrator as an extension with:
    • the Extension Type set to VDN
  • each vector must be entered in Administrator as a queue group with:
    • the Type drop list set to Vector
    • all VDNs that send calls to this Vector selected using the VDNs button
    • all associated splits/skills (queues in Administrator) identified as queue members

Although TASKE applications do not collect data on vectors, this configuration creates a link between a VDN, that is routing calls to a vector, and the splits/skills where the vector routes calls. When this configuration is complete, TASKE real-time applications will monitor and report on vector and VDN activity.

Tracking Vector Activity

To monitor a vector in real-time, select the queue group that represents the desired vector. The same is true for reporting on vectors. Simply run the required queue group reports for the queue group that represents the desired vector.

In both real-time and reporting applications, vector statistics are credited as follows:

Call waiting – the vector (queue group) will show a call waiting when a call enters one or more of its member splits/skills (queues) and will remain there until the call is delivered to an answering device. If the vector is configured to route calls to multiple splits/skills, only one instance of each call is shown as waiting in the vector.

Longest wait time – the longest amount of time a call routed by the vector waited in an associated split or skill

Split/Skill crediting – the answering split/skill is credited with all call statistics such as the time to answer and the talk time. If the vector is routing calls to more than one split/skill, all of the splits/skills will be credited with an offered call, the answering split/skill will be credited with an answered call, and the splits/skills that did not answer the call will be credited with an interflow.

All queue group reports in TASKE reporting applications are applicable to vectors. These reports are:

Queue Group by Time Interval – summarizes the call statistics for the vector for each interval of the report.

Queue Group by DNIS – provides a single-line summary of call statistics for each DNIS (Dialed Number Identification Service) number that was tagged to calls routed by the vector

Queue Group by Area Code – provides a single-line summary of call statistics for each area code associated with calls routed by the vector

Queue Group by Area Code and City – provides a single-line summary of call statistics for each combined area code and city code associated with calls routed by the vector

Queue Group by State or Province – provides a single-line summary of call statistics for each state or province associated with calls routed by the vector

Queue Group by Abandon Caller – provides details on callers who terminate a call while at one of the splits/skills where the vector routes calls

Queue Group by Talk Time Distribution – a chart displaying the talk time of calls answered by the splits/skills where the vector routes calls

Queue Group by Queue – provides a single-line summary of call statistics for each split/skill where the vector routes calls

Queue Group Spectrum by Time Interval – three different reports; Answer Spectrum, Abandon Spectrum, and Interflow Spectrum use a time range to show the time to answer, abandon, or interflow for each interval of the report

Queue Group Spectrum by Queue – three different reports; Answer Spectrum, Abandon Spectrum, and Interflow Spectrum use a time range to show the time to answer, abandon, or interflow for each split/skill
where the vector routes calls

Queue Group Peak – four different reports; Queue Peak Offered, Queue Peak Answered, Queue Peak Abandoned, and Queue Peak Interflowed provide month-long statistics that show when the most calls routed by the vector were offered, answered, abandoned, or interflowed

Tracking VDN Activity

All extension and extension group reports in TASKE reporting applications are applicable to VDNs. For all extension reports that include VDNs, the number of answered calls is represented and the duration the call spent being routed by the VDN to other destinations.

The extension reports are:

Extension by Time Interval – summarizes the call statistics for the VDN for each interval of the report

Individual Extension Summary – provides a single-line summary for each extension in TASKE Administrator, including VDNs

Extension by Call Detail – offers a history of every call to occupy the VDN and includes the telephone number and location (city and state or province) of the caller

Extension Group by Extension – if VDNs are included in extension groups in TASKE Administrator, this report will provide a single-line summary for each extension in the extension group, including VDNs


Applies to:

Telephone Systems:

  • Avaya Communication Manager

Tags:

VDNvector

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