introduction to interaction reporting. ©2012 interactive intelligence group inc. after watching...

Introduction to Interaction Reporting

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©2012 Interactive Intelligence Group Inc.

After watching the video go to the ININ University website and complete self-paced exercises/labs

Use your log-in and password provided to you when you registered for the course.

ININ University - Labs

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©2012 Interactive Intelligence Group Inc.

• Topics: o Interaction Center Business Managero Interaction Reporter ReportsoHistorical Reportso Interaction Report AssistantoOpen Interaction Report Assistant QueryoTop Contact Center ReportsoUtilizing Help

Interaction Reporting

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Overview

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Add a New View to the Workspace

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Interaction Reporter Reports

Interaction Reporter is an IC Business Manager application that allows you to run pre-defined reports, simply using filters to configure report parameters.

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1. Double-click a report

2. Add parameters

3. Configure Parameters

4. Show Count

5. Run Report

Run a Report

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Report filters can be saved under each report in the Navigation Pane.

Running a report from a saved filter

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Report Viewer toolbar

TOC Print

CopyFind

Single Page View

Multiple Page View

Continuous Scroll

Zoom In/Out Next/Previous Page

Backward/Forward

Annotations

Refresh

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Formatted data can be exported to the following formats:• Excel• HTML• PDF• RTF• Text

Unformatted data can be exported to:• CSV format

Exporting Report Data

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Historical Reports

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• Choose New View• Choose Historical Reports• Select a Report• Run Report• Enter Report Parameters

Run a Historical Report

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Interaction Report Assistant

1. Choose New View2. Choose New Interaction

Report Assistant3. Select pre-defined

package4. Select layout5. Determine fields to

display6. Select users or

workgroups7. Set up filters8. Verify Report

preferences9. Run Report

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Interaction Report Assistant

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Interaction Report Assistant Query

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Interaction Report Assistant Query

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Interaction Report Assistant Query

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Service Level and Abandonment Reports• Queue Period Statistic Response (Accumulative Percentage)• Queue Period Statistic Abandon (Accumulative Percentage)• Distribution Queue Performance (Queue by Date)

Billing Reports• Distribution Queue Performance (Queue by Date by Interaction Type)

Agent Reports• (Supervisor) Agent Availability Detail/Summary• Agent Performance Detail for Queue• (Supervisor) User Call Detail

Wrap Up Code Reports• Wrap-up Code Interaction Detail by Date

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Service Level and Abandonment Reports• Queue Period Statistic Response (Accumulative Percentage)• Queue Period Statistic Abandon (Accumulative Percentage)

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©2012 Interactive Intelligence Group Inc.

Service Level and Abandonment Reports• Distribution Queue Performance (Queue by Date)

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©2012 Interactive Intelligence Group Inc.

Agent Reports• (Supervisor) Agent Availability Detail/Summary

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Agent Reports• Agent Performance Detail for Queue• (Supervisor) User Call Detail

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Agent Reports• (Supervisor) User Call Detail

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Wrap Up Code Reports• Wrap-up Code Interaction Detail by Date

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Utilizing Help files

Only one ways to access Help :Click on Help in the toolbar in the right hand corner of the client.

In the Menu Bar, click Help, then either Show Help, About Home, Etc.

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Labs

You will now go through self paced exercises

https://university.inin.com/Content/VLC/Reporting_IntroLab/index.html

THIS CONCLUDES THE INTRODUCTION TO REPORTING

TRAINING. IF YOU HAVE ANY QUESTIONS PLEASE CONTACT US

USING THE ETRAINER EMAIL ADDRESS.