Download - Introduction to Interaction Reporting. ©2012 Interactive Intelligence Group Inc. After watching the video go to the ININ University website

Introduction to Interaction Reporting

www.inin.com

©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

www.inin.com


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

Interaction Reporting

www.inin.com


Overview

www.inin.com


Add a New View to the Workspace

www.inin.com


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.

www.inin.com


1. Double-click a report

2. Add parameters

3. Configure Parameters

4. Show Count

5. Run Report

Run a Report

www.inin.com


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

Running a report from a saved filter

www.inin.com


Report Viewer toolbar

TOC Print

CopyFind

Single Page View

Multiple Page View

Continuous Scroll

Zoom In/Out Next/Previous Page

Backward/Forward

Annotations

Refresh

www.inin.com


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

www.inin.com


Historical Reports

www.inin.com


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

Run a Historical Report

www.inin.com


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

www.inin.com


Interaction Report Assistant

www.inin.com


Interaction Report Assistant Query

www.inin.com


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

www.inin.com


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

www.inin.com


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

www.inin.com


Agent Reports• (Supervisor) Agent Availability Detail/Summary

www.inin.com


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

www.inin.com


Agent Reports• (Supervisor) User Call Detail

www.inin.com


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

www.inin.com


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.

www.inin.com


Labs

You will now go through self paced exercises

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

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.

Download - Introduction to Interaction Reporting. ©2012 Interactive Intelligence Group Inc. After watching the video go to the ININ University website

Top Related