11-november-2019 interaction reporter...this document is a printable version of the interaction...

PureConnect®

2019 R4

Generated:

11-November-2019

Content last updated:

06-September-2019

See Change Log for summary ofchanges.

Interaction Reporter

Printed Help

Abstract

This document is a printable version of the Interaction Reporter help.Interaction Reporter, an add-on module for IC Business Manager, allowsyou to generate pre-defined reports.

For the latest version of this document, see the PureConnectDocumentation Library at: http://help.genesys.com/cic.

For copyright and trademark information, seehttps://help.genesys.com/cic/desktop/copyright_and_trademark_information.htm.

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Table of ContentsTable of ContentsAbout Interaction Reporter

Report ManagementPureConnect Data Dictionary

About the User InterfaceRelated Topics

Run a ReportRunning a Report

Run a reportRunning a report from a saved filter

Using Report FiltersFilter ViewCreating a report filterImporting or Exporting a report filterLoading or Saving a report filterResetting filter parameters

View a ReportViewing a Report

ActiveReports viewer toolbarCrystal Reports viewer ToolbarCustomizing the Workspace View

Customizing Interaction Reporter Workspace ViewsSplitting your Workspace ViewMoving a View to a another Tab GroupDisplaying a list of Report Views and Filter Views in a Tab Group

Viewing a Sample ReportRelated Topics

Export Report DataExporting Report DataExporting Formatted DataExporting Unformatted Data

Interaction Reporter reportsViewing a Sample Report

Related TopicsAnalyzer Reports

Analyzer Scoring Detail ReportKeyword Hit Report

Dialer ReportsAgent Success Results ReportCall History ReportCampaign Disposition Summary ReportCampaign Statistics ReportCampaign Success Results ReportCall Analysis ReportAgent Utilization ReportAgent Disposition Summary ReportAgent Utilization by Campaign ReportBest Time to Call Analysis ReportCall Answer Distribution Report

Interaction Optimizer ReportsSchedule Adherence and Conformance Detail ReportSchedule Adherence and Conformance Summary ReportActual vs. Forecast Historical Analysis ReportHeadcount Summary: Scheduled vs. Forecasted ReportIndividual Schedule Detail ReportIndividual Schedule Summary ReportSchedule (Graph) ReportSchedule (Graph) All Schedules: Published and not Published ReportSchedule (List) ReportSchedule (Text Based) All Schedules: Published and not Published ReportSchedule (Text Based) ReportSchedule Unit Detail Report

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100102103105106107110113113115116116118119120120123128128132135140141142142144145147147150152155158160161164165165168169170171172175178181184188188191191193195

Time Off Request by Agent ReportTime Off Request by Scheduling Unit Report

Interaction Process Automation ReportsProcess Detail ReportWork Items ReportProcess Summary Report

Line Reports(Graph) Calls Entered Line Group by Hour Report(Graph) Calls Inbound Entered Line Group by Hour Report(Graph) Calls Outbound Blocked Line Group by Hour Report(Graph) Calls Outbound Line Group by Hour Report(Graph) Erlang Study Report(Graph) Percent All Lines Busy by Hour Report(Graph) Percent Line Group Busy by Hour ReportLine Activity by Hour ReportLine Group All Trunks Busy for Interval by Day ReportLine Group Identification ReportLine Group Least Used Trunks by Day ReportLine Summary and DetailLine Group Summary and Detail

Queue Reports(Graph) Abandoned Call Profile Report(Graph) Answered Call Profile Report(Graph) Profile of Average Speed of Answer Report(Graph) Profile of Calls Abandoned in 1st Service Level Report(Graph) Profile of Calls Answered in 1st Service Level Report(Graph) Profile of Calls Entering ACD Report(Graph) Profile of Maximum Wait to Answer ReportQueue Service LevelQueue Summary and Detail

Interaction Quality Manager ReportsCalibration DetailsCalibration Question Group Details ReportCalibration Recording SummaryDeleted Recording Audit by Date ReportDeleted Recording Audit by User ReportRecorder Questionnaire Detail ReportRecorder Scoring Summary ReportRecorder User Scoring Summary ReportQuality Scoring Details

Tracker ReportsTracker Individual Detail ReportTracker Individual Summary ReportTracker Interaction Segment Detail by IC User ReportTracker Interaction Segment Summary by IC User ReportTracker Location Detail ReportTracker Location Summary ReportTracker Organization Details ReportTracker Organization Summary Report

User ReportsFax Detail ReportFax Summary ReportFax Envelope Detail ReportFax Failure Detail ReportFax Failure Summary ReportUser Performance Summary ReportUser Call DetailUser Call SummaryUser AvailabilityUser Productivity

Wrap Up CodesWrap Up Codes

Account Code - SupervisorAccount Code Call Detail by Date ReportAccount Code Call Detail by User ReportAccount Code Call Summary by Date Report

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Account Code Call Summary by User ReportAgent Queue Activation

Queue Activation by Agent ReportAgent Activation by Workgroup Report

Call - Supervisor(Graph) Area Code Report(Graph) Calls Processed User Comparison Report(Graph) Incoming Calls by User Report(Graph) International Remote Number Logical Component One Report(Graph) Outgoing Calls by User Report(Supervisor) Caller ID Detail Report(Supervisor) Caller ID Summary Report(Supervisor) User Outbound Call Summary by Number Dialed ReportArea Code/Exchange Summary ReportHourly Call Summary by Extension ReportDialed Number Detail ReportInternational Remote Number Logical Component Two Summary ReportStation ID Detail ReportStation ID Summary ReportDirector ReportsDirector Reports

DNISDNIS Detail ReportStatistics Group DNIS Daily Report

General Administrative(Supervisor) IA Change Notification History Report(Supervisor) IC Change Notification History Report

Interaction FeedbackSatisfaction Trends (Line Graph) ReportSurvey Scoring Detail ReportSurvey Scoring Summary ReportSurvey vs. Quality Scores Report

IVRIVR Audit ReportIVR Breakdown ReportIVR Exit Path ReportIVR Summary ReportIVR Summary Abandoned Report

Queue/Wrap-upQueue Period Statistics Agent Wrap Up Code by Queue Detail ReportQueue Period Statistics Wrap-up Code Summary Report

Legacy Historical Reports(Supervisor) Agent Availability Detail Report(Supervisor) Agent Availability Summary Report(Supervisor) Number Search Report(Supervisor) User Call Detail Report(Supervisor) User Call Summary ReportAgent Availability Detail ReportAgent Availability Summary ReportAgent Availability with Activation ReportAgent Performance Detail for Queue ReportAgent Performance Detail for Queue by Date by Interaction Type ReportAgent Performance Detail for Queue by Interval ReportAgent Performance Summary for Queue ReportCaller ID Summary by Date ReportCaller ID Summary by User ReportDistribution Queue Performance (Date by Queue by Interaction Type) ReportDistribution Queue Performance (Date by Queue) ReportDistribution Queue Performance (Queue by Date Grouping) ReportDistribution Queue Performance (Queue by Date by Interaction Type) ReportDistribution Queue Performance (Queue by Date by Interval) ReportDistribution Queue Performance (Queue by Date) ReportDistribution Queue Performance (Queue by Interaction Type) ReportIVR Summary by Date ReportLine Activity Summary by Day ReportLine Activity Summary by Line Report

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Line Group Activity Summary by Day ReportLine Group Activity Summary by Line ReportLine Group All Trunks Busy for Interval By Grade of Service ReportQueue Period Statistics Abandon ReportQueue Period Statistics Abandon Report (Accumulative Percentage) ReportQueue Period Statistics Response ReportQueue Period Statistics Response Report (Accumulative Percentage) ReportRecorder Scoring Detail ReportRecorder Scoring Summary for Admin ReportRecorder Scoring User Summary for Admin ReportTracker Interaction Segment Detail for Admin ReportTracker Interaction Segment Summary for Admin Report

Legacy ReportsWrap Up Codes ReportLine Detail ReportLine Summary ReportQueue Detail ReportQueue Service Level ReportQueue Summary ReportUser Availability Detail ReportUser Availability Summary ReportUser Call Detail ReportUser Call Summary ReportUser Productivity Detail ReportUser Productivity Summary ReportLine Group Detail ReportLine Group Summary ReportQuality Scoring Details ReportCalibration Details ReportCalibration Recording Summary Report

Miscellaneous topicsAccount Code Call Detail by Date Report Filter

ParametersAccount Code Call Detail by Date Report Help

ParametersRecord Selection Criteria:Formulas:

Account Code Call Detail by User Report FilterParameters

Account Code Call Detail by User ReportParametersRecord Selection Criteria:Formulas:

Account Code Call Detail for Current User Report FilterParameters

Account Code Call Detail for Current User Report HelpParameters

Account Code Call Detail for Current User ReportParameters

Account Code Call Summary by Date Report FilterParameters

Account Code Call Summary by Date Report HelpParametersRecord Selection Criteria:Formulas:

Account Code Call Summary by User Report FilterParameters

Account Code Call Summary by User Report HelpParametersRecord Selection Criteria:Formulas:

Account Code Call Summary for Current User Report FilterParameters

Account Code Call Summary for Current User Report HelpParameters

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Account Code Call Summary for Current User ReportParameters

Line Group Activity Summary by Day Report HelpParameters

Actual vs. Forecast Historical Analysis Report FilterParameters

Actual vs. Forecast Historical Analysis Report HelpParametersRecord Selection Criteria for this report includes:

Adding the AND property to a parameterAdherence Detail by Date Report Filter

ParametersAdherence Detail by Date Report Help

ParametersAdherence Detail by Date Report

ParametersAdherence Detail by User Report Filter

ParametersAdherence Detail by User Report Help

ParametersAdherence Detail by User Report

ParametersAdherence Summary by Date Report Filter

ParametersAdherence Summary by Date Report Help

ParametersAdherence Summary by Date Report

ParametersAdherence Summary by User Report Filter

ParametersAdherence Summary by User Report Help

ParametersAdherence Summary by User Report

ParametersAdherence Summary Percentage by Date/User Report Filter

ParametersAdherence Summary Percentage by Date/User Report Help

ParametersAdherence Summary Percentage by Date/User Report

ParametersAdherence Summary Percentage by User/Date Report Filter

ParametersAdherence Summary Percentage by User/Date Report Help

ParametersAdherence Summary Percentage by User/Date Report

ParametersAgent Activation by Workgroup Report Filter

ParametersAgent Activation by Workgroup Report Help

ParametersVisual ElementsRecord Selection Criteria:

Agent Availability Detail Report FilterParameters

Agent Availability Detail Report HelpParameters

Agent Availability Summary Report FilterParameters

Agent Availability Summary Report HelpParameters

Agent Availability with Activation Report FilterParameters

Agent Availability with Activation Report HelpParameters

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Agent Disposition Summary Report FilterCreating a report filterRunning a reportReport Parameters

Agent Disposition Summary Report HelpAgent Disposition Summary Report

ParametersSample reportReport Element DescriptionsStored ProcedureTables

Agent Performance Detail for Queue by Date by Interaction Type Report FilterFlexible FieldsParameters

Agent Performance Detail for Queue by Date by Interaction Type Report HelpFlexible FieldsParameters

Agent Performance Detail for Queue by Interval Report FilterFlexible FieldsParameters

Agent Performance Detail for Queue by Interval Report HelpFlexible FieldsParameters

Agent Performance Detail for Queue Report FilterParameters

Agent Performance Detail for Queue Report HelpParameters

Agent Performance Summary for Queue Report FilterParameters

Agent Performance Summary for Queue Report HelpParameters

Agent Success Results Report FilterCreating a report filterRunning a reportReport Parameters

Agent Success Results Report HelpAgent Success Results Report


Agent Utilization by Campaign Report FilterCreating a report filterRunning a reportReport Parameters

Agent Utilization by Campaign Report HelpAgent Utilization by Campaign Report


Agent Utilization Report FilterCreating a report filterRunning a reportReport Parameters

Agent Utilization Report HelpAgent Utilization Report


Analyzer Report Parameters

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Analyzer Scoring Detail Report FilterCreating a report filterRunning a reportReport Parameters

Analyzer Scoring Detail Report HelpAnalyzer Scoring Detail Report


Annotating a ReportTo annotate your report:Adding a graphic with textAdding a graphic without text

AnnotationsArea Code/Exchange Summary Report Filter

ParametersArea Code/Exchange Summary Report Help

ParametersRecord Selection Criteria:

Backward and ForwardBest Time to Call Analysis Report Filter

ParametersBest Time to Call Analysis Report HelpBest Time to Call Analysis Report

ParametersSample reportReport Element DescriptionsStored Procedure

Calibration Details FilterParametersParameter Descriptions

Calibration Details HelpCalibration Details

ParametersParameter DescriptionsSample reportReport Element DescriptionsStored ProcedureTables/Views

Calibration Details Report FilterCreating a report filterRunning a reportReport Parameters

Calibration Details Report HelpCalibration Details Report


Calibration Question Group Details Report FilterCreating a report filterRunning a reportReport Parameters

Calibration Question Group Details Report HelpCalibration Question Group Details ReportParametersReport ParametersSample reportReport Element DescriptionsStored ProcedureTables

Calibration Recording Summary Filter

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ParametersParameter Descriptions

Calibration Recording Summary HelpCalibration Recording Summary

ParametersParameter DescriptionsSample ReportReport Element DescriptionsStored ProcedureTables/Views

Calibration Recording Summary Report FilterCreating a report filterRunning a reportReport Parameters

Calibration Recording Summary Report HelpCalibration Recording Summary Report


Call Analysis Report FilterCreating a report filterRunning a reportReport Parameters

Call Analysis Report HelpCall Analysis Report


Call Answer Distribution Report FilterParameters

Call Answer Distribution Report HelpCall Answer Distribution Report


Call History Report FilterCreating a report filterRunning a reportReport Parameters

Call History Report HelpCall History Report


Caller ID Detail For Current User Report FilterParameters

Caller ID Detail For Current User Report HelpParameters

Caller ID Detail For Current User ReportParameters

Caller ID Summary by Date Report FilterParameters

Caller ID Summary by Date Report HelpParameters

Caller ID Summary by User Report FilterParameters

Caller ID Summary by User Report HelpParameters

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Caller ID Summary for Current User Report FilterParameters

Caller ID Summary for Current User Report HelpParameters

Caller ID Summary for Current User ReportParameters

Campaign Disposition Summary Report FilterCreating a report filterRunning a reportReport Parameters

Campaign Disposition Summary Report HelpCampaign Disposition Summary Report

CategoryWrap-up CodeParametersSample reportReport Element DescriptionsStored ProcedureTables

Campaign Statistics Report FilterCreating a report filterRunning a reportReport Parameters

Campaign Statistics Report HelpCampaign Statistics Report


CloseContinuous ScrollCopyDeleted Recording Audit by Date Report Filter

ParametersDeleted Recording Audit by Date Report Help


Deleted Recording Audit by User Report FilterParameters

Deleted Recording Audit by User Report HelpParametersRecord Selection Criteria:

Dialed Number Detail Report FilterParameters

Dialed Number Detail Report HelpParametersRecord Selection Criteria:

Campaign Success Results Report FilterCreating a report filterRunning a reportReport Parameters

Campaign Success Results Report HelpCampaign Success Results Report


Dialer Report ParametersDistribution Queue Performance (Queue by Date by Interval) Report Help

ParametersDistribution Queue Performance (Queue by Interaction Type) Report Filter

ParametersDistribution Queue Performance (Date by Queue by Interaction Type) Report Filter

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ParametersDistribution Queue Performance (Date by Queue by Interaction Type) Report Help

ParametersDistribution Queue Performance (Date by Queue) Report Filter

ParametersDistribution Queue Performance (Date by Queue) Report Help

ParametersDistribution Queue Performance (Queue by Date by Interaction Type) Report Filter

ParametersDistribution Queue Performance (Queue by Date by Interaction Type) Report Help

ParametersDistribution Queue Performance (Queue by Date by Interval) Report Filter

ParametersDistribution Queue Performance (Queue by Date Grouping) Report Filter

ParametersDistribution Queue Performance (Queue by Date Grouping) Report Help

ParametersDistribution Queue Performance (Queue by Date) Report Filter

ParametersDistribution Queue Performance (Queue by Date) Report Help

ParametersDistribution Queue Performance (Queue by Interaction Type) Report Help

ParametersDNIS Detail Report Filter

ParametersDNIS Detail Report Help


Export Report ButtonExport Crystal Report DataFax Detail Report Filter

Creating a report filterRunning a reportReport Parameters

Fax Detail Report HelpFax Detail ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

Fax Envelope Detail Report FilterParameters

Fax Envelope Detail Report HelpParametersRecord Selection Criteria:Formulas:

Fax Failure Detail Report FilterParameters

Fax Failure Detail Report HelpParametersRecord Selection Criteria:Formulas:

Fax Failure Summary Report FilterParameters

Fax Failure Summary Report HelpParametersRecord Selection Criteria:Formulas:

Fax Summary Report FilterCreating a report filterRunning a reportReport Parameters

Fax Summary Report Help

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Fax Summary ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

FindGo to first pageGo to last pageGo to next pageGo to previous page(Graph) Abandoned Call Profile Report Filter

Parameters(Graph) Abandoned Call Profile Report Help

Parameters(Graph) Answered Call Profile Report Filter

Parameters(Graph) Answered Call Profile Report Help

Parameters(Graph) Area Code Report Filter

Parameters(Graph) Area Code Report Help


(Graph) Calls Entered Line Group by Hour Report FilterParameters

(Graph) Calls Entered Line Group by Hour Report HelpParametersRecord Selection Criteria:

(Graph) Calls Inbound Entered Line Group by Hour Report FilterParameters

(Graph) Calls Inbound Entered Line Group by Hour Report HelpParametersRecord Selection Criteria:

(Graph) Calls Outbound Blocked Line Group by Hour Report FilterParameters

(Graph) Calls Outbound Blocked Line Group by Hour Report HelpParametersRecord Selection Criteria:

(Graph) Calls Outbound Line Group by Hour Report FilterParameters

(Graph) Calls Outbound Line Group by Hour Report HelpParametersRecord Selection Criteria:

(Graph) Calls Processed User Comparison Report FilterParameters

(Graph) Calls Processed User Comparison Report HelpParametersRecord Selection Criteria:

(Graph) Erlang Study Report FilterParameters

(Graph) Erlang Study Report HelpParametersRecord selection criteria:

(Graph) Incoming Calls by User Report FilterParameters

(Graph) Incoming Calls by User Report HelpParametersRecord Selection Criteria:Formulas:

(Graph) International Remote Number Logical Component One ReportParameters

(Graph) International Remote Number Logical Component One Report HelpParametersRecord selection criteria:

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(Graph) Outgoing Calls by User Report FilterParameters

(Graph) Outgoing Calls by User Report HelpParametersRecord Selection Criteria:Formulas

(Graph) Percent All Lines Busy by Hour Report FilterParameters

(Graph) Percent All Lines Busy by Hour Report HelpParametersRecord Selection Criteria:

(Graph) Percent Line Group Busy by Hour Report FilterParameters

(Graph) Percent Line Group Busy by Hour Report HelpParametersRecord Selection Criteria:

(Graph) Profile of Average Speed of Answer Report FilterParameters

(Graph) Profile of Average Speed of Answer Report HelpParametersRecord selection criteria:

(Graph) Profile of Calls Abandoned in 1st Service Level Report FilterParameters

(Graph) Profile of Calls Abandoned in 1st Service Level Report HelpParametersRecord selection criteria:

(Graph) Profile of Calls Answered in 1st Service Level Report FilterParameters

(Graph) Profile of Calls Answered in 1st Service Level Report HelpParametersRecord selection criteria for this report includes:

(Graph) Profile of Calls Entering ACD Report FilterParameters

(Graph) Profile of Calls Entering ACD Report HelpParametersRecord selection criteria:

(Graph) Profile of Maximum Wait to Answer Report FilterParameters

(Graph) Profile of Maximum Wait to Answer Report HelpParametersRecord selection criteria:

Headcount Summary: Scheduled vs. Forecasted Report FilterParameters

Headcount Summary: Scheduled vs. Forecasted ReportParametersRecord Selection Criteria for this report includes:

Hourly Call Summary by Extension Report FilterParameters

Hourly Call Summary by Extension ReportParametersRecord Selection Criteria:

Individual Schedule Detail Report FilterParameters

Individual Schedule Detail Report HelpParametersRecord Selection Criteria for this report includes:

Individual Schedule Summary Report FilterParameters

Individual Schedule Summary Report HelpParametersRecord Selection Criteria for this report includes:

Interaction Optimizer Report ParametersInteraction Process Automation Report ParametersInteraction Quality Manager Report ParametersInternational Remote Number Logical Component Two Summary Report Filter

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ParametersInternational Remote Number Logical Component Two Summary Report Help

ParametersRecord selection criteria:

IVR Audit Report FilterParameters

IVR Audit Report HelpParametersRecord Selection Criteria:

IVR Breakdown Report FilterParameters

IVR Breakdown Report HelpParametersRecord Selection Criteria:

IVR Exit Path Report FilterParameters

IVR Exit Path Report HelpParametersRecord Selection Criteria:

IVR Summary Abandoned Report FilterParameters

IVR Summary Abandoned Report HelpParametersRecord Selection Criteria:

IVR Summary by Date Report FilterParameters

IVR Summary by Date Report HelpParameters

IVR Summary Report FilterParameters

IVR Summary Report HelpParametersRecord Selection Criteria:

IVRKeyword Hit Report Filter

ParametersKeyword Hit Report HelpKeyword Hit Report

ParametersSample reportReport Element DescriptionsViews

Line Activity by Hour Report FilterParameters

Line Activity by Hour Report HelpParametersRecord Selection Criteria:

Line Activity Summary by Day Report FilterParameters

Line Activity Summary by Day Report HelpParameters

Line Activity Summary by Line Report FilterParameters

Line Activity Summary by Line Report HelpParameters

Line Detail Report FilterCreating a report filterRunning a reportReport Parameters

Line Detail Report HelpLine Detail ReportParametersSample reportReport Element DescriptionsStored Procedure

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TablesLine Group Activity Summary by Day Report Filter

ParametersLine Group Activity Summary by Line Report Filter

ParametersLine Group Activity Summary by Line Report Help

ParametersLine Group All Trunks Busy for Interval by Day Report Filter

ParametersLine Group All Trunks Busy for Interval by Day Report Help


Line Group All Trunks Busy for Interval By Grade of Service Report FilterParameters

Line Group All Trunks Busy for Interval By Grade of Service Report HelpParameters

Line Group Detail Report FilterCreating a report filterRunning a reportReport Parameters

Line Group Detail Report HelpLine Group Detail ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

Line Group Identification Report FilterParameters

Line Group Identification Report HelpParametersRecord Selection Criteria for this report includes:

Line Group Least Used Trunks by Day Report FilterParameters

Line Group Least Used Trunks by Day Report HelpParametersRecord Selection Criteria:

Line Group Summary and Detail FilterParametersParameter Descriptions

Line Group Summary and Detail HelpLine Group Summary and Detail


Line Group Summary Report FilterCreating a report filterRunning a reportReport Parameters

Line Group Summary Report HelpLine Group Summary ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

Line Report ParametersLine Summary and Detail Filter


Line Summary and Detail HelpLine Summary and Detail

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Line Summary Report FilterCreating a report filterRunning a reportReport Parameters

Line Summary Report HelpLine Summary ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

Main Report tabMenu BarMultiple Page ViewNavigation PaneNumber Search for Current User Report Filter

ParametersNumber Search for Current User Report Help

ParametersNumber Search for Current User Report

ParametersPage IndexPrevious Page Next Page Page IndexPrintProcess Detail Report Filter


Process Detail Report HelpProcess Detail ReportParametersSample ReportReport Element DescriptionsStored ProcedureTables

Process Summary Report FilterCreating a report filterRunning a reportReport Parameters

Process Summary Report HelpProcess Summary ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

Quality Scoring Details FilterParametersParameter Descriptions

Quality Scoring Details HelpQuality Scoring Details


Queue Activation by Agent Report FilterParameters

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Queue Activation by Agent Report HelpParametersVisual ElementsRecord Selection Criteria:

Queue Detail Report FilterCreating a report filterRunning a reportReport Parameters

Queue Detail Report HelpQueue Detail Report


Queue Period Statistics Abandon Report (Accumulative Percentage) Report FilterParameters

Queue Period Statistics Abandon Report (Accumulative Percentage) Report HelpParameters

Queue Period Statistics Abandon Report FilterParameters

Queue Period Statistics Abandon Report HelpParameters

Queue Period Statistics Agent Wrap Up Code by Queue Detail Report FilterParameters

Queue Period Statistics Agent Wrap Up Code by Queue Detail Report HelpParametersRecord Selection Criteria:Formulas:

Queue Period Statistics Response Report (Accumulative Percentage) Report FilterParameters

Queue Period Statistics Response Report (Accumulative Percentage) Report HelpParameters

Queue Period Statistics Response Report FilterParameters

Queue Period Statistics Response Report HelpParameters

Queue Period Statistics Wrap-up Code Summary Report FilterParameters

Queue Period Statistics Wrap-up Code Summary Report HelpParametersRecord Selection Criteria:Formulas:

Queue Report ParametersQueue Service Level Filter


Queue Service Level HelpQueue Service Level


Queue Service Level Report FilterCreating a report filterRunning a reportReport Parameters

Queue Service Level Report HelpQueue Service Level Report


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TablesQueue Summary and Detail Filter


Queue Summary and Detail HelpQueue Summary and Detail

ParametersParameter DescriptionsSample reportReport Element DescriptionsFlexible columnsStored ProcedureTables/Views

Queue Summary Report FilterCreating a report filterRunning a reportReport Parameters

Queue Summary Report HelpQueue Summary Report


Queue/Wrap-upRecorder Questionnaire Detail Report Filter

ParametersRecorder Questionnaire Detail Report Help


Recorder Scoring Detail Report FilterParameters

Recorder Scoring Detail Report HelpParametersReport Element DescriptionsStored ProcedureTables

Quality Scoring Details Report FilterCreating a report filterRunning a reportReport Parameters

Quality Scoring Details Report HelpQuality Scoring Details Report


Recorder Scoring Summary for Admin Report FilterParameters

Recorder Scoring Summary for Admin Report HelpParameters

Recorder Scoring Summary Report FilterParameters

Recorder Scoring Summary Report HelpParametersRecord Selection Criteria:

Recorder Scoring User Summary for Admin Report FilterParameters

Recorder Scoring User Summary for Admin Report HelpParameters

Recorder User Scoring Summary Report FilterParameters

Recorder User Scoring Summary Report HelpParameters

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Record Selection Criteria:RefreshReport TabSatisfaction Trends (Line Graph) Report Filter

ParametersSatisfaction Trends (Line Graph) Report Help


Schedule (Graph) All Schedules: Published and not Published Report FilterParameters

Schedule (Graph) Report HelpParametersRecord Selection Criteria for this report includes:

Schedule Adherence and Conformance Detail Report FilterCreating a report filterRunning a reportReport Parameters

Schedule Adherence and Conformance Detail Report HelpSchedule Adherence and Conformance Detail Report

ParametersSample ReportReport ElementsStored Procedure

Schedule Adherence and Conformance Summary Report FilterCreating a report filterRunning a reportReport Parameters

Schedule Adherence and Conformance Summary Report HelpSchedule Adherence and Conformance Summary Report

ParametersSample ReportReport ElementsStored Procedure

Schedule (Graph) All Schedules: Published and not Published Report HelpParametersRecord Selection Criteria for this report includes:

Schedule (Graph) Report FilterParameters

Schedule (List) Report FilterParameters

Schedule (List) Report HelpParametersRecord Selection Criteria for this report includes:

Schedule (Text Based) All Schedules: Published and not Published Report FilterParameters

Schedule (Text Based) All Schedules: Published and not Published Report HelpParametersRecord Selection Criteria for this report includes:

Schedule (Text Based) Report FilterParameters

Schedule (Text Based) Report HelpParametersRecord Selection Criteria for this report includes:

Schedule Unit Detail Report FilterParameters

Schedule Unit Detail Report HelpParametersRecord Selection Criteria for this report includes:

Show Parameters buttonSingle Page ViewStation ID Detail Report Help


Station ID Detail Report Filter19

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ParametersStation ID Summary Report Filter

ParametersStation ID Summary Report Help


Statistics Group DNIS Daily Report FilterParameters

Statistics Group DNIS Daily Report HelpParametersRecord Selection Criteria:Formulas:

(Supervisor) Agent Availability Detail Report FilterParameters

(Supervisor) Agent Availability Detail Report HelpParameters

(Supervisor) Agent Availability Summary Report FilterParameters

(Supervisor) Agent Availability Summary Report HelpParameters

(Supervisor) Caller ID Detail Report FilterParameters

(Supervisor) Caller ID Detail Report HelpParametersVisual ElementsRecord Selection Criteria:

(Supervisor) Caller ID Summary Report FilterParameters

(Supervisor) Caller ID Summary Report HelpParametersVisual ElementsRecord Selection Criteria:

(Supervisor) IA Change Notification History Report FilterParameters

(Supervisor) IA Change Notification History Report HelpParametersRecord selection criteria:

(Supervisor) IC Change Notification History Report FilterParameters

(Supervisor) IC Change Notification History Report HelpParametersRecord selection criteria:

(Supervisor) Number Search Report FilterParameters

(Supervisor) Number Search Report HelpParameters

(Supervisor) User Call Detail Report FilterParameters

(Supervisor) User Call Detail Report HelpParameters

(Supervisor) User Call Summary Report FilterParameters

(Supervisor) User Call Summary Report HelpParameters

(Supervisor) User Outbound Call Summary by Number Dialed Report FilterParameters

(Supervisor) User Outbound Call Summary by Number Dialed Report HelpParametersRecord Selection Criteria:

Survey Scoring Detail Report FilterParameters

Survey Scoring Detail Report HelpParametersRecord Selection Criteria:

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Survey Scoring Summary Report FilterParameters

Survey Scoring Summary Report HelpParametersRecord Selection Criteria:

Survey vs. Quality Scores Report FilterParameters

Survey vs. Quality Scores Report HelpParametersRecord Selection Criteria:

Table of ContentsTime Off Request by Agent Report Filter

ParametersTime Off Request by Agent Report Help

ParametersRecord Selection Criteria for this report includes:

Time Off Request by Scheduling Unit Report FilterParameters

Time Off Request by Scheduling Unit Report HelpParametersRecord Selection Criteria for this report includes:

Toggle Group Tree ViewToggle Parameter PanelToolbarsTracker Individual Detail Report Filter

ParametersTracker Individual Detail Report Help


Tracker Individual Summary Report FilterParameters

Tracker Individual Summary Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Interaction Segment Detail by IC User Report FilterParameters

Tracker Interaction Segment Detail by IC User Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Interaction Segment Detail for Admin Report FilterParameters

Tracker Interaction Segment Detail for Admin Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Interaction Segment Detail for Current User Report FilterParameters

Tracker Interaction Segment Detail for Current User Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Interaction Segment Detail for Current User ReportParametersVisual ElementsRecord Selection Criteria:

Tracker Interaction Segment Summary by IC User Report FilterParameters

Tracker Interaction Segment Summary by IC User Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Interaction Segment Summary for Admin Report Filter21

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ParametersTracker Interaction Segment Summary for Admin Report Help


Tracker Interaction Segment Summary for Current User Report FilterParameters

Tracker Interaction Segment Summary for Current User Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Interaction Segment Summary for Current User ReportParametersVisual ElementsRecord Selection Criteria:

Tracker Location Detail Report FilterParameters

Tracker Location Detail Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Location Summary Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Location Summary Report FilterParameters

Tracker Organization Details Report FilterParameters

Tracker Organization Details Report HelpParametersVisual ElementsRecord Selection Criteria:

Tracker Organization Summary Report FilterParameters

Tracker Organization Summary Report HelpParametersVisual ElementsRecord Selection Criteria:

User Availability Detail Report FilterCreating a report filterRunning a reportReport Parameters

User Availability Detail Report HelpUser Availability Detail Report


User Availability FilterParametersParameter Descriptions

User Availability HelpUser Availability


User Availability Summary Report FilterCreating a report filterRunning a reportReport Parameters

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User Availability Summary Report HelpUser Availability Summary ReportParametersSample ReportReport Element DescriptionsStored ProcedureTables

User Call Detail FilterParametersParameter Descriptions

User Call Detail For Current User Report FilterParameters

User Call Detail For Current User Report HelpParameters

User Call Detail For Current User ReportParameters

User Call Detail HelpUser Call Detail


User Call Detail Report FilterCreating a report filterRunning a reportReport Parameters

User Call Detail Report HelpUser Call Detail ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

User Call Summary FilterParametersParameter Descriptions

User Call Summary for Current User Report FilterParameters

User Call Summary for Current User Report HelpParameters

User Call Summary for Current User ReportParameters

User Call Summary HelpUser Call Summary


User Call Summary Report FilterCreating a report filterRunning a reportReport Parameters

User Call Summary Report HelpUser Call Summary ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

User Outbound Call Summary by Number Dialed for Current User Report FilterParameters

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User Outbound Call Summary by Number Dialed for Current User Report HelpParameters

User Outbound Call Summary by Number Dialed for Current User ReportParameters

User Performance Summary Report FilterCreating a report filterRunning a reportReport Parameters

User Performance Summary Report HelpUser Performance Summary ReportParametersSample reportReport Element DescriptionsRecord Selection FormulaTable

User Productivity Detail Report FilterCreating a report filterRunning a reportReport Parameters

User Productivity Detail Report HelpUser Productivity Detail ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

User Productivity FilterParametersParameter Descriptions

User Productivity HelpUser Productivity


User Productivity Summary Report FilterCreating a report filterRunning a reportReport Parameters

User Productivity Summary Report HelpUser Productivity Summary ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

User Report ParametersWork Items Report Filter


Work Items Report HelpWork Items ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

WorkspaceWrap Up Codes Filter


Wrap Up Codes Help

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Wrap Up CodesParametersParameter DescriptionsSample reportReport Element DescriptionsStored ProcedureTables/Views

Wrap-Up Codes Report FilterCreating a report filterRunning a reportReport Parameters

Wrap Up Codes Report HelpWrap Up Codes ReportParametersSample reportReport Element DescriptionsStored ProcedureTables

Wrap-Up Codes Report ParametersWrap-up Code Interaction Detail by Date Report Filter

ParametersWrap-up Code Interaction Detail by Date Report Help

ParametersWrap-up Code Interaction Detail by Date Report

ParametersWrap-up Code Interaction Detail by User Report Filter

ParametersWrap-up Code Interaction Detail by User Report Help

ParametersWrap-up Code Interaction Detail for Current User Report Filter

ParametersWrap-up Code Interaction Detail for Current User Report Help

ParametersWrap-up Code Interaction Detail for Current User Report

ParametersWrap-up Code Interaction Summary by Date Report Filter

ParametersWrap-up Code Interaction Summary by Date Report Help

ParametersWrap-up Code Interaction Summary by Date Report

ParametersWrap-up Code Interaction Summary by User Report Filter

ParametersWrap-up Code Interaction Summary by User Report Help

ParametersWrap-up Code Interaction Summary by User Report

ParametersWrap-up Code Interaction Summary for Current User Report Filter

ParametersWrap-up Code Interaction Summary for Current User Report Help

ParametersWrap-up Code Interaction Summary for Current User Report

ParametersWrap-up Code Interaction Detail by User Report

ParametersZoom Out--Zoom In--Zoom ValueZoom

Change log

25

About Interaction ReporterInteraction Reporter, an add-on module for IC Business Manager, allows you to generate pre-defined reports. Depending on thereport, Interaction Reporter uses the ActiveReports 6 or Crystal Reports reporting runtime. Using a report Filter, simply configure thereport parameters and run the report. Report Filters can be saved to be used again, and a filter can also be exported to a file.

Depending on the report, when viewing a report, you can use the Report Viewer Toolbar to annotate a report, print a report, andexport a report for distribution. You can also customize your Interaction Reporter Workspace to display multiple Views.

Reports are organized in the Navigation Pane by category. The report categories are:Analyzer ReportsDialer ReportsInteraction OptimizerLine ReportsQueue ReportsInteraction Quality Manager ReportsTracker ReportsUser ReportsWrap-Up CodesAccount Code - SupervisorAgent Queue ActivationCall - SupervisorDirectorDNISGeneral AdministrativeInteraction FeedbackIVRQueue / Wrap-upLegacy Historical ReportsNote By default, Legacy Historical Reports category is not visible. To display this category, from Interaction Administrator, in the ReportManagement node, select Report Configuration. On the Report Configuration page, in the Categories list, select Legacy HistoricalReports, and click the icon Edit the selected Category. In the Edit Category dialog, select Visible.Legacy ReportsNote The Legacy Reports category contains reports that are generated using ActiveReports. The reports in the Legacy Reportscategory have been replaced in Interaction Reporter in IC Business Manager with new versions built on Crystal Reports. Thenew Crystal reports can be found in Interaction Reporter under their respective categories. For example, the new Crystal Userreports can be found under the User Reports category, and the new Crystal Queue reports can be found under the Queue Reportscategory.

To learn more about Interaction Reporter, see About the Interface.

Report ManagementReport Management, in Interaction Administrator, allows you to configure reports that were created using ActiveReports and CrystalReports. The reports configured in Report Management are run in Interaction Reporter in IC Business Manager. The ReportManagement Report Configuration page allows you to edit and manage metadata related to a report.

For more information on Report Management, see the Interaction Administrator Help and the PureConnect Reporting TechnicalReference. The latest versions of documents can be accessed from the PureConnect Documentation Library on the Genesys Website at: help.genesys.com.

PureConnect Data DictionaryThe PureConnect Data Dictionary Technical Reference provides a concise and detailed description of the database tables IC uses tostore and generate reports on historical data. This includes information stored for interactions, queue statistics, agent and user

26

http://help.genesys.comhttps://help.genesys.com/cic/datadictionary/content/Landing.html

activity, line and line groups, administrative changes, and other Interaction Administrator configuration information. This documentassists you in understanding the structure and contents of IC tables.

For more information, see the PureConnect Data Dictionary Technical Reference located in the PureConnect Documentation Libraryon the Genesys Web site at: help.genesys.com.

27

http://help.genesys.com

About the User InterfaceInteraction Reporter uses the IC Business Manager user interface, which makes it easier to navigate your options when generatingand viewing reports. The interface includes menus, toolbars, navigation panes, and a workspace. For basic information on using theIC Business Manger interface, see Getting Started on the Help menu.

To learn more about the Interaction Reporter user interface features, pause the mouse pointer over the menu bar, toolbar,navigation pane, or the Workspace on the graphic below, and click to display more information.

Related Topics

Customizing Interaction Reporter Workspace Views

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Run a ReportAvailable reports are listed, by category, in the Interaction Reporter Navigation Pane. You can run a report by configuring itsparameters in a Filter View in the Workspace, or you can run a report from a Filter you have created.

To learn more, see Running a Report.

Running a ReportInteraction Reporter reports are accessed in the Navigation pane. Reports are listed as the following categories:

Analyzer ReportsDialer ReportsInteraction OptimizerInteraction Process AutomationLine ReportsQueue ReportsInteraction Quality Manager ReportsTracker ReportsUser ReportsWrap-up CodesAccount Code - SupervisorAgent Queue ActivationCall - SupervisorDirectorDNISGeneral AdministrativeInteraction FeedbackIVRQueue / Wrap-upLegacy Historical ReportsLegacy Reports

You can run a report by configuring a report filter, or you can run a report from a saved filter.

To run a report, configure its parameters in the Filter View.1. In the Navigation Pane, under a report category, double-click a report. The report Filter View is displayed in the Workspace with

the required report parameters.2. Under Required Parameters, configure the required report parameters.

Note Crystal Reports uses the operating system (OS) localization setting instead of the ICBM language setting to interpretdecimal values in a parameter. If the regional format in Windows indicates Spanish (Spain), the report uses a comma (,) as adecimal. If the regional format in Windows indicates English, the report uses a period (.) as a decimal. When configuring yourreport parameters, enter a value that is formatted according to the OS locale of your client machine. For example, if your localeis Spanish and you need to provide a decimal, type "16,3" instead of "16.3".

3. Add Additional Parameters to the filter. To add an additional parameter, under Additional Parameters select a parameter fromthe list.

4. If the report filter contains Formatting Parameters or Group By and Summary Parameters, configure the optional parametersfor the filter.

Note For detailed information on Report Parameters, see the online Help for each report filter. To access this Help, in theFilter View click on a parameter field and press F1.

Run a report

29

5. When you are configuring report parameters, you can view the number of records that will be used to generate your report byclicking Show Count on the toolbar.

6. When the parameters for your report have been configured, click Run Report on the toolbar. The generated report is displayed ina report viewer in the Workspace.

For more information about the report viewer, see Viewing a Report.

Report filters are saved under each report in the Navigation Pane. For information on saving a report filter, see Using Report Filters.Here are the steps to run a report from a filter.1. In the Navigation Pane, expand the report, and then expand Filters. The saved Filters are displayed.

2. Under Filters, double-click a saved filter. The generated report is displayed in the report viewer in the Workspace.

Related Topics

Using Report Filters

Viewing a Report

Using Report FiltersReport filters are displayed in the Workspace and used to configure report parameters and run reports. Report filters are accessedin the Navigation Pane under each report. After running a report, you can save a Report Filter to be used again, and a filter can alsobe exported to a file. The filter of the most recently run report is saved in the Last Used filter in the Navigation Pane under eachreport name.

In the Filter view you can configure required report parameters, add additional report parameters, import or export a report filter file,load a filter or save a filter to the IC Server, show the count for the number of records in the report, and run the report.

Create a report filter by configuring report parameters.1. From the Navigation Pane, double-click a report name. The report filter is displayed in the Filter View in the Workspace.2. Configure the required report parameters that are displayed in the Workspace.3. Add additional report parameters to the filter.

To add a parameter, Click Add Parameter . A new parameter is added to the filter.

Running a report from a saved filter

Filter View

Creating a report filter

30

Note To add multiple instances of the same parameter with the And property, see the Help topic Adding the AND property to aparameter.

Notes

For information on report parameters, see the Help for each report filter. In the Filter View, click in a parameter field, andpress F1. When the Help topic is displayed, scroll down to the table for a description of Report Parameters.

If a report parameter requires a hyphenated name, such as Blakely-Eaton, the hyphen is interpreted as a range and the reportfails. The hyphenated text requires double quotation marks (" ") to run the report. For example, enter "Blakely-Eaton".

You can import and export a report filter file.

Import report filter

To import a report filter from a file:1. In the Navigation Pane, open the report filter for the file you are importing. For example, to import a Line Detail report filter,

under Line Reports, double-click Line Detail. The default filter is displayed in the Workspace.

2. Click Import . The Import dialog is displayed.3. Select the Name of the filter file to be imported. The name is displayed in the File name box.4. Click Open. The report filter is displayed in the Workspace.

Export report filter

To export a report filter to a file:

1. Click Export . The Export dialog is displayed.2. Type a descriptive name for the filter file in the File name box.3. Click Save. The report is saved and the dialog box is closed.

You can save a report filter to the IC Server and load it from there.

Load report filter

To load a saved report filter from the IC Server:

1. From the Reports toolbar, click Load Filter . The Load Filter dialog is displayed.2. Select a filter name, and click OK. The report filter is displayed in the Workspace.

Save report filter

To save a report filter to the IC Sever:

1. From the Reports toolbar, click Save Filter . The Save Filter dialog is displayed.2. Type a descriptive name for the report filter in the lower box, and click OK. The filter name is displayed under the report name in

the Navigation Pane. You can run the report from the Navigation Pane by double-clicking the saved filter.

Importing or Exporting a report filter

Loading or Saving a report filter

31

You can reset a filter to its default view.

To reset filter parameters, from the Reports toolbar, click Reset .The filter default parameters are displayed.

Related Topic

Running a Report

Resetting filter parameters

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View a ReportAfter running a report from the Navigation Pane, the generated report is displayed in the Report View in the Workspace. Whenviewing a report, you can press F1 for Help.

To learn more, see Viewing a Report.

Viewing a ReportAfter running a report, the generated report is displayed in a report viewer in the Workspace. Interaction Reporter includes a ReportViewer toolbar with features to assist you while viewing a report.

The ActiveReports report viewer displays the following toolbar. To learn more about the Interaction Reporter Toolbar features, onthe following graphic pause the mouse pointer over an icon, and click to display more information.

To switch between displayed reports, click the Active Files button . A list is displayed with the names of all the reports openedin the Workspace. Click the name of the report you want to set the focus to.

Toolbar button descriptions

Here are the descriptions for the toolbar buttons.

ActiveReports viewer toolbar

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Toolbar Button Description

The Report tab displays the name of the Report in the Workspace. When the reportparameters are displayed in the Workspace, if you place the mouse over the Report tab thename of the Report is displayed. After you run a report, when you place the mouse over theReport tab, the filter information used to generate the report is displayed. If multiple reportsare displayed in the Workspace, click the Report tab to view the report page.

Right-click on a Report tab for more options. A short-cut menu is displayed, including anoption Close All But This. When you have several reports open, use this option to close allReports except the one you have clicked and has focus.

Click this button to display the Table of Contents. The Table of Contents contains two tabsat the bottom of the pane: Table Of Contents and Thumbnail View.

To Print the displayed report, click this button.

Use this button to Copy the data in a report from the current page to the clipboard.

Use the Find button to search for text in a report. When you click the button, the Find dialogis displayed.

Click this button to display a Single Page View of the report.

To display multiple pages of your report in the Workspace, click the Multiple Page Viewbutton. A drop-down menu is displayed. Select the layout to display report pages in theWorkspace. You can select up to six pages to display at a time.

The Continuous Scroll button allows you to scroll through your report one page at a time.

Use these buttons to Zoom Out to see more of a report page or Zoom In to get a close-upview of the report page displayed in the Workspace. You can also enter a particular ZoomValue by typing a percentage or choosing a setting from the drop-down list.

Use the Previous Page and Next Page buttons to view pages of your report in consecutiveorder. You can also enter a specific page number in the Page Index field.

Use these buttons to move Backward and Forward through the history of viewed reportpages.

Use the Annotations button to add text and graphics to a report displayed in the Workspace.For details, see Annotating a Report.

To reload the report, click Refresh.

To switch between displayed reports, click the Active Files button . A list is displayedwith the names of all the reports opened in the Workspace. Click the name of the report youwant to set the focus to.

To close the report that has focus, click the Close button .

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The Crystal Reports report viewer displays the following toolbar.

You can customize the Workspace Views for the Filter View and the Report View. This might be helpful to compare filterparameters for reports or to compare the results of multiple reports. For more information, see Customizing Interaction ReporterWorkspace Views.

Related Topics

Customizing Interaction Reporter Workspace Views

Viewing a Sample Report

Customizing Interaction Reporter Workspace ViewsYou can customize the Workspace for the Report Views and Filter Views. This might be helpful to compare filter parameters forreports or to compare the results of multiple reports. The Workspace can be split horizontally and vertically, and you can move aView to another Tab Group.

Note For detailed information on working with views, see Create horizontal, vertical, or tabbed group views in the IC BusinessManager Getting Started Help.

To split your Workspace into a new Tab Group, right-click on the Tab of a Report View or Filter View and select New Horizontal TabGroup or New Vertical Tab Group.

When you select New Horizontal Tab Group, the View is split horizontally and the Report or Filter is displayed in the new horizontalview.

When you select New Vertical Tab Group, the View is split vertically and the Report or Filter is displayed in the new vertical view.

You can move a Report View or Filter View to a different Tab Group. To move a View to another Tab Group, right-click on the Taband in the shortcut menu click Move to Next Tab Group or Move to Previous Tab Group.

Crystal Reports viewer Toolbar

Customizing the Workspace View

Splitting your Workspace View

Moving a View to a another Tab Group

35

When a Tab Group contains more Report Views or Filter Views than can be displayed at one time, use Active Files drop-down arrowto display a list of all the Views in a Tab Group.

Related Topics

Viewing a Report

Viewing a Sample Report

Displaying a list of Report Views and Filter Views in a Tab Group

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Viewing a Sample ReportSample reports are examples of actual reports that have been generated by Interaction Reporter. The sample reports illustrate thereport designs and the content of each report type.

You can view examples of Interaction Reporter reports in the online Help.

To view a sample report:1. From the Table of Contents, in the Interaction Reporter reports book, expand a report category, for example, Line Reports2. Click on a report name, such as Line Detail Report3. Information is displayed about the report. To view an example of the report, under the heading, Sample Report, click on the

report image.

A sample of the report is displayed.

Note For detailed information on individual reports, see the Interaction Reporter reports book in the Help Table of Contents. Toview information for a specific report, on the Contents tab expand this book, click on a report category, and then click on thename of a report. A Help topic with all the details of the report is displayed.

Related Topics

Viewing a Report

Export Report DataReport data can be exported when viewing a report in the Workspace.

Crystal reports can be exported, in a standard readable format or as unformatted data, using the Export Button on the report viewer,or clicking the Export button on the main toolbar.

ActiveReports can be exported, in a standard readable format or as unformatted data, by clicking the Export button on the maintoolbar.

To learn more about exporting a report, see Exporting Report Data.

You can export report data from a report that is displayed in the Workspace. Data can be exported in a formatted readable format orin an unformatted data format.

Crystal reports data

Crystal reports can be exported, in a standard readable format or as unformatted data, using the Export button on the main toolbar,or using the Export Button in the report viewer.

Crystal report Export button on main toolbar

Exporting Report Data

37

Crystal reports Formatted data can be exported to the following formats:Excel 97-2003HTMLPDFTextTab-Separated TextCrystal RPT

Crystal reports Unformatted data can be exported to the following format:CSV format

The following Additional Crystal Formats can be used to export Crystal reports data:Crystal Reports (*.rpt)PDF (*.pdf)Character Separated Values (CSV) (*.csv)Microsoft Excel (97-2003) (*.xls)Microsoft Excel (97-2003) Data-Only (*.xls)Microsoft Excel Workbook Data-Only (*.xlsx)Microsoft Word (97-2003) (*.doc)Microsoft word (97-2003) - Editable (*.rtf)Rich Text Format (RTF) (*.rft)XML (*.xml)

Crystal report Export button in report viewer

The following Crystal formats can be used to export Crystal reports data from the report viewer.Crystal Reports (*.rpt)PDF (*.pdf)Character Separated Values (CSV) (*.csv)Microsoft Excel (97-2003) (*.xls)Microsoft Excel (97-2003) Data-Only (*.xls)Microsoft Excel Workbook Data-Only (*.xlsx)Microsoft Word (97-2003) (*.doc)Microsoft word (97-2003) - Editable (*.rtf)Rich Text Format (RTF) (*.rft)XML (*.xml)

ActiveReports data

Using the Export button on the main toolbar, ActiveReports formatted data can be exported to the following formats:ExcelHTMLPDFText

ActiveReports unformatted data can be exported to the following format:CSV format

For more information, see Exporting Formatted Data and Exporting Unformatted Data.

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You can export formatted data from a report that is displayed in the Workspace.

Exporting Crystal reports data

You can export a Crystal report using the main toolbar or the Report Viewer toolbar.

Main toolbar

To export your Crystal report to one of the supported formatted data formats:

1. From the Interaction Reporter main toolbar, click Export 2. On the Export menu point to Formatted, and then select the file format that you want to export the report to.

3. On the Save As dialog, name and save the file. A progress indicator displays the status of the exported file.

Report viewer toolbar

To export your Crystal report to one of the supported formatted data formats:1. When your report is displayed in the workspace, click the Export Report button on the report viewer toolbar.

2. On the Export Report dialog, select an export report format from the Save as type drop-down list.

Exporting ActiveReports data

Export ActiveReports using the main toolbar. To export your ActiveReport to one of the supported formatted data formats:

1. From the Interaction Reporter main toolbar, click Export

Exporting Formatted Data

39

2. On the Export menu point to Formatted, and then select the file format that you want to export the report to.


Related Topics

Exporting Unformatted Data

You can export report data in an unformatted data format from a report that is displayed in the Workspace.

Unformatted report data can be exported to:CSV format

To export your report data to a CSV data format:

1. From the Interaction Reporter toolbar, click Export .2. On the Export menu point to Unformatted and then click CSV.


Related Topics

Exporting Formatted Data

Exporting Unformatted Data

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Interaction Reporter reportsThe following Help topics contain detailed information for all Interaction Reporter reports and are listed by report category. Todisplay a report's Help topic, expand the report category and click the name of the report.

Viewing a Sample ReportSample reports are examples of actual reports that have been generated by Interaction Reporter. The sample reports illustrate thereport designs and the content of each report type.

You can view examples of Interaction Reporter reports in the online Help.

To view a sample report:1. From the Table of Contents, in the Interaction Reporter reports book, expand a report category, for example, Line Reports2. Click on a report name, such as Line Detail Report3. Information is displayed about the report. To view an example of the report, under the heading, Sample Report, click on the

report image.

A sample of the report is displayed.

Note For detailed information on individual reports, see the Interaction Reporter reports book in the Help Table of Contents. Toview information for a specific report, on the Contents tab expand this book, click on a report category, and then click on thename of a report. A Help topic with all the details of the report is displayed.

Related Topics

Viewing a Report

Analyzer ReportsThe Analyzer Reports provide information on contact center management for agent and customer interactions.

The Analyzer Scoring Detail Report provides Analyzer scoring data on agent and customer cumulative scores for contact centermanagement. This report displays positive and negative scores for keywords from both the agent and customer conversation legs.The report displays data from all workgroups by interval. It also breaks down scores by workgroup, with the name of the recordedagent and the scoring details of the recorded interaction.

The information in the Scoring Detail report is displayed by interval and workgroup and includes:The sum of positive customer scores for the interactionThe sum of negative customer scores for the interactionThe sum of positive agent scores for the interactionThe sum of negative customer scores for the interaction

Analyzer Scoring Detail Report

41

The total sum of customer scores for the interactionThe total sum of agent scores for the interactionThe total sum of customer and agent scores for the interaction

Parameters

The following parameters can be specified for the Scoring Detail:Recording Date/TimeAgentWorkgroupSite IDTop N ResultsBottom N ResultsGroup OrderInterval

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

42

file:///C:/Users/sonyam/AppData/Local/Temp/makepdf/scoringdetailgenesys.pdf

ReportElement

Database Column or Computation

Interactions Row Count

Avg. TotalScore

(Avg. Agent Score + Avg. Customer Score) / 2

Avg. AgentScore

Average of the sum of Agent Positive and Agent Negative scores

Avg.CustomerScore

Average of the sum of Customer Positive and Customer Negative scores

Workgroup Workgroup

RecordingID

RecordingId

Duration Duration

AgentName

DisplayName

InitiationPolicyName

InitiationPolicyName

OverallScore

{IR_RecordingMedia.KeywordCustomerScorePositive} + {IR_RecordingMedia.KeywordCustomerScoreNegative}+ {IR_RecordingMedia.KeywordAgentScorePositive} + {IR_RecordingMedia.KeywordAgentScoreNegative}

CustomerScore

{IR_RecordingMedia.KeywordCustomerScorePositive} + {IR_RecordingMedia.KeywordCustomerScoreNegative}

AgentScore

{IR_RecordingMedia.KeywordAgentScorePositive} + {IR_RecordingMedia.KeywordAgentScoreNegative}

Cust. + {IR_RecordingMedia.KeywordCustomerScorePositive}

Cust. - {IR_RecordingMedia.KeywordCustomerScoreNegative}

Agent + {IR_RecordingMedia.KeywordAgentScorePositive}

Agent - {IR_RecordingMedia.KeywordAgentScoreNegative}

Stored Procedure

sprpt_AnalyzerScore

Tables

IR_RecordingMediaIR_EventIntxSegment

Keyword Hit Report 43

The Keyword Hit report displays detail and summary views of keyword hits that were identified by Analyzer keyword categories, overa specified period of time. A bar chart reporting on the percentage of recordings containing hits from Keyword categories and achart showing the count and percent of recordings that contain keyword hits by category are displayed. The report has hyperlinks todrill down to a Keyword Detail view and an Interaction Detail View for additional information on keyword hits within each call.

The information in the Keyword Hit report is displayed by Workgroup, Keyword Set Category, and Keyword Set name and includes:KeywordDateNumber of recordingsNumber of hits

Parameters

The following parameters can be specified for the Keyword Hit report:Recording Data/Time Required parameterDisplay Chart Boolean parameter set to True by default, which controls the visibility of the chart on the first page of the reportKeyword Set CategoryKeyword Set NameChart Top N Results Numeric parameter set to Top 10 categories, by default, that controls how many categories display on thechartWorkgroup Queue Parameter set by default to use the Secured Workgroup search, which can be configured by an administratorto use a textbox searchInterval Numeric parameter set by default to group data Daily=1, other values are: Day of week=0; Week=2; Month=3

Sample report



Keyword Hit Main Report

Report Element Database Column or Computation

Workgroup (Header) AnalyzerKeywordHit_viw.Workgroup

Keyword Set Category (Header) AnalyzerKeywordHit_viw.Category

Keyword Set Name (Header) AnalyzerKeywordHit_viw.Displayname

Keyword AnalyzerKeywordHit_viw.KeywordName

Date Convert to Local (AnalyzerKeywordHit_viw.RecordingDate)

# Recordings Distinct Count (AnalyzerKeywordHit_viw.RecordingIds)

# Hits Count of KeywordName per Keyword ID

Keyword Hit Report

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file:///C:/Users/sonyam/AppData/Local/Temp/makepdf/keywordhitgenesys.pdf

Keyword Detail View


Workgroup Current Workgroup (AnalyzerKeywordHit_viw. Workgroup)

Category Current Category (AnalyzerKeywordHit_viw.Category)

Keyword Set Name Current Keyword Set Name (AnalyzerKeywordHit_viw.DisplayName)

Distinct Count ofRecordings

Distinct Count (AnalyzerKeywordHit_viw.RecordingId)

Recording Id AnalyzerKeywordHit_viw.RecordingId

Recording Date/Time Convert to Local (AnalyzerKeywordHit_viw.RecordingDate)

Duration AnalyzerKeywordHit_viw.Duration

Event offset DateDiff (AnalyzerKeywordHit_viw.RecordingDate,AnalyzerKeywordHit_viw.EventDate )

Customer Positive Score AnalyzerKeywordHit_viw.KeywordCustomerScorePositive

Customer NegativeScore

AnalyzerKeywordHit_viw.KeywordCustomerScoreNegative

Agent Positive Score AnalyzerKeywordHit_viw.KeywordAgentScorePositive

Agent Negative Score AnalyzerKeywordHit_viw.KeywordAgentScoreNegative

Channel AnalyzerKeywordHit_viw.KeywordChannel

Score AnalyzerKeywordHit_viw.KeywordScore

Spotted Confidence % AnalyzerKeywordHit_viw.KeywordConfidence

Interaction Detail View--using hyperlink from main report

45


Workgroup Current Workgroup (AnalyzerKeywordHit_viw. Workgroup)

Category Current Category (AnalyzerKeywordHit_viw.Category)

Keyword Set Name Current Keyword Set Name (AnalyzerKeywordHit_viw.DisplayName)

Keyword Current Keyword (AnalyzerKeywordHit_viw.KeywordName)

Distinct count ofRecordings

Distinct Count (AnalyzerKeywordHit_viw.RecordingId)

Interaction ID Key AnalyzerKeywordHit_viw.QueueObjectIDKey

Interaction Direction InteractionsView.Direction

Recording ID AnalyzerKeywordHit_viw.RecordingId

Segment Start Convert to Local (InteractionsView.StartDateTime)

Participants Display name based on InteractionsView.InitiatorLastName andInteractionsView.InitiatorFirstName

Display name based on InteractionsView.RespondentLastName andInteractionsView.RespondentFirstName

Role InteractionsView.InitiatorRole

iAddress InteractionsView.InitiatorIAddress

InteractionsView.RespondentIAddress

Ended By InteractionsView.InitiatorHowEnded

InteractionsView.RespondentHowEnded

Duration InteractionsView.Duration

InteractionsView.RespondentDuration

Views

AnalyzerKeywordHit_viw (Main Report and Keyword Hit subreport )InteractionsView (Interaction Detail subreport from Hyperlink )

Dialer ReportsThe Dialer Reports display detailed information on Agent success on Dialer calls and Dialing algorithm statistics. For moreinformation on specific Dialer Reports, click on a report name under Dialer Reports.

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The Agent Success Results report displays detailed information about an Agent's success on Dialer calls that were routed to theagent. The details are displayed by the Site ID and Campaign name, by agent, for the specified date and period of time for aconnected call.

The information in this report is displayed by Agent and includes:Difference From Average (DFA) for the number of Dialer CallsPercentage of Right party Contacts (RPC) related to total dialed callsPercentage of successes related to number of Right Party ContactsTotal Results per Right Party ContactsTotal results per successes

Parameters

The following parameters can be specified for the Agent Success Results report:Date TimeCampaignSite IDWrap-up CategoryDisplay Legends

Sample report



Agent Success Results Report

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file:///C:/Users/sonyam/AppData/Local/Temp/makepdf/agentsuccessresultsgenesys.pdf


Agent IceLib GetDisplayName function based on corresponding icuserid, firstname, lastname from theIndividual table.

Dialer calls # DistinctCount(CallHistory.CallIDKey)

Dialer calls DFA (#Dialer Calls) - (Total Average Dialer Calls)

Right Party Contacts # count(CallHistory.isContact)

Right Party Contacts%Calls

Count(CallHistory.isContact)/DistinctCount(CallHistory.CallIDKey)

Right Party ContactsDFA

RPC %Calls - Total Average(RPC %Calls)

Successes # Count(CallHistory.isSuccess)

Successes %RPC Count(CallHistory.isSuccess)/Count(CallHistory.isContact)

Successes DFA %RPC - (Total Average %RPC)

Results Total Sum(successresult)

Results per RPC Sum(successresult) / (#RPC)

Results DFA (per RPC) (Results per RPC) - (Total Average Per RPC)

Results Per Succ Sum(successresult) / (#Success)

Results DFA (per Succ) Results Per Succ - (Total Average Per Succ)

Report Legends

Symbol Description

DFA Difference from average

%Calls Percentage of right party contacts related to total dialed calls

%RPC Percentage of successes related to number of right party contacts

Per RPC Total results per right party contacts

Per Succ Total results per successes

Stored Procedure

sprpt_AgentSuccess2sprpt_AgentSuccess_count2

Tables

CallHistoryIndividual

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The Call History report displays detailed information for all dialing results from call history. The report includes many parametersfor specific reporting results.

The information in this report includes:Campaign namePhone numberCall DateRemote Answer timeMessage Play timeConnected Agent timeAgent nameCall disconnected timeCall durationAbandon OR ContactedCategoryWrap-up code

Parameters

The following parameters can be specified for the Call History report:Date TimeAbandonedAgent IDCampaignContactedConnected to AgentDurationPhone NumberSite IDWrap-up CategoryShow Legend

Sample report



Call History Report

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file:///C:/Users/sonyam/AppData/Local/Temp/makepdf/callhistorygenesys.pdf


Campaign Campaignname

Phone No phonenumber

Call Date CallPlacedTimeUTC

Remote Answer callansweredtimeUTC

Msg Play messageplaytimeUTC

Conn Agent callconnectedtimeUTC

Agent Agent

Call disc calldisconnectedtimeUTC

Duration length

Abd/Con IsAbandon OR IsContact

Category* Wrapupcategory

Code* Wrapupcode

* Admin Access rights are required for the Wrapup category and Wrapup code to be displayed in the report. If you do not have theappropriate rights, the ID (GUID) of the category or code is displayed in the report column.

Stored Procedure

sprpt_DialerCallHistory2sprpt_DialerCallHistory_count2

Tables

CallHistory

The Campaign Disposition Summary Report is an analysis of call dispositions, by Agent-assigned dispositions and Dialer-assigneddispositions, with wrap-up category and wrap-up code breakdown.

The detailed statistics for disposition by Category and Wrap-up Code are:

Category

CategoryNumber of callsCalls percentage of totalCall Length TotalCall Length AverageCall length percentage of total

Campaign Disposition Summary Report

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Wrap-up Code

CategoryWrap-up codeNumber of callsCalls percentage of totalCalls percentage of categoryCall Length totalCall length averageCall length percentage of totalCall length percentage of category

Parameters

The following parameters can be specified for the Campaign Disposition Summary report:Date TimeCampaignSide IDWrap-up Category

Sample report



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file:///C:/Users/sonyam/AppData/Local/Temp/makepdf/campaigndispositionsummarygenesys.pdf


All Disposition by Category

Agent-Assigned Dispositions by Category (agentid IS NOT NULL)

Dialer-Assigned Dispositions by Category (agentid IS NULL)

Category* Category

#Calls If CallHistory.CallidKey is null then Count(Distinct CallHistory.i3_identity) else Count(DistinctCallHistory.CallidKey) per Category

Calls %Total #Calls / Overall Count(#Calls)

Call Length Total sum(length) per Category

Call LengthAverage

Call Length Total / #Calls

Call Length%Total

Call Length Total / Overall Sum(length)

All Disposition by Wrap-up Code

Agent-Assigned Dispositions by Wrap-up Code (agentid IS NOT NULL)

Dialer-Assigned Dispositions by Wrap-up Code (agentid IS NULL)

Category* Category

Wrap-up Code* Wrap up Code

#Calls Count(CallHistory.Callid) per Wrap-up Code

Calls %Total #Calls / Overall Count(CallHistory.Callid)

Calls %Category #Calls / Sum(CallHistory.Callid) per Category

Call Length Total sum(length) per Wrap-up Code

Call LengthAverage

Call Length Total / #Calls

Call Length%Total

Call Length Total / Overall Sum(length)

Call Length%Category

Call Length Total / Sum(length) per Category

* Admin Access rights are required for the Wrapup category and Wrapup code to be displayed in the report. If you do not have theappropriate rights, the ID (GUID) of the category or code is displayed in the report column.

Stored Procedure

sprpt_CDispositionSum2

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sprpt_CDispositionSum_count2

Tables

CallHistory

The Campaign Statistics Report displays detailed Dialing algorithm statistics. The statistics are reported to the interval level ofdetail, including record and agent counts, pace, and Campaign events.

The detailed statistics include:Date and Time rangeCount of numbers to dial after filters have been appliedCount of numbers to redial after a recycle operationTotal number of Agents for the time intervalNumber of agents idle for the time intervalPercentage of agents idle for the time intervalNumber of Non-Dialer agentsPercentage of Non-Dialer agentsPace Dialer is placing calls. A negative number means Dialer is placing fewer calls than expected, in order to keep agents busy.Base number of calls per agent (CPA)Adjusted number of calls per agentNumber of Dialed calls in time intervalPenetration rate based on filter size--dialed calls divided by filter sizePercentage of Contacts dialedPercentage of Right Party ContactsPercentage of Abandoned DialsPercentage of Abandons related to detections--call analysis detected a live party, or notPercentage of Abandoned Contacts

Parameters

The following parameters can be specified for the Campaign Statistics report:Date TimeCampaignSite IDPeriod TypeDisplay Legends

Sample report


Campaign Statistics Report

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file:///C:/Users/sonyam/AppData/Local/Temp/makepdf/campaignstatisticsgenesys.pdf



Statistics in Date/Time Range

Date Local (Date part of CallConnectedTimeUTC)

Time Local (Time part of CallConnectedTimeUTC)

Filter Sum(CampaignStats.FilterSize, Interval) / #Periods

Recycle Sum(CampaignStats.RecycleSize, Interval) / #Periods

Agents Total Sum(CampaignStats.TotalAgents, Interval) / #Periods

Agents Idle Sum(CampaignStats.IdleAgents, Interval)

11-november-2019 interaction reporter...this document is a printable version of the interaction...

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