enterprise reporting report description guide (1)
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Avaya AuraEnterprise ReportingRelease 10.1.2Report Description Guide
May 2011
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2003 - 2011 Verint Systems Inc. All Rights Reserved. THIS AVAYAPRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARYINFORMATION OF VERINT SYSTEMS INC. USE OF THE PRODUCTINDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTHHEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYAWEBSITE AT http://support.avaya.com/LicenseInfo/ ('GENERAL LICENSETERMS'). IN THE EVENT OF ANY CONFLICT OR INCONSISTENCYBETWEEN THE TERMS SET FORTH HEREIN AND ANY WRITTENAGREEMENT WITH AVAYA AND/OR AVAYA EULA, THE TERMS OF SUCHEITHER WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULASHALL GOVERN. IF YOU DO NOT WISH TO BE BOUND BY THESETERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OFPURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND ORCREDIT.
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Certain other software programs or portions thereof included in the Productmay contain software distributed under third party agreements ('Third PartyComponents'), which may contain terms that expand or limit rights to usecertain portions of the Product ('Third Party Terms'). Information identifyingThird Party Components and the Third Party Terms that apply to them isavailable on Avaya's web site at: http://support.avaya.com/ThirdPartyLicense/.In addition, this product may contain the ReportNet application from CognosCorporation. If so, you are granted a limited for use: (i) by an unlimited numberof "Anonymous Users" to set personal preferences, view, run, schedule andoutput reports, subscribe to scheduled reports, create and manage personalfolders, and personalize standard reports, and (ii) by one "Named User"(unless otherwise specified on this Order) to, in addition to the rights of an
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1 Int roduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Product Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Reporting Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Available Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Evaluation Scoring Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7
Saved Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8
Scheduled Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Ad Hoc Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
View and Export Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Supported Excel Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2 Report Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
About Report Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Calibration Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Calibration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Configuration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Administration Workspaces Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Contact Folder Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Administration User Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Contact Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Agent Recording Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Agent Recording Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Block Monitor Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Contact Activity by Agent Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Contact Activity by Agent Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . 36
Contact Activity by Business Rule and Agent Detail Report . . . . . . . . . . . . . . . . . . 38
Contact Activity by Business Rule and Agent Summary Report . . . . . . . . . . . . . . . . 41
Contact Activity by Business Rule and Group Detail Report . . . . . . . . . . . . . . . . . . 43
Contact Activity by Business Rule and Group Summary Report . . . . . . . . . . . . . . . . 46
Contact Activity by Business Rule and Supervisor Detail Report. . . . . . . . . . . . . . . . 48
Contact Activity by Business Rule and Supervisor Summary Report . . . . . . . . . . . . . . 51
Contact Activity by Business Rule Detail Report . . . . . . . . . . . . . . . . . . . . . . . 53
Contact Activity by Business Rule Summary Report . . . . . . . . . . . . . . . . . . . . . 54Contact Activity by Group Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Contact Activity by Group Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . 60
Contact Activity by Supervisor Detail Report . . . . . . . . . . . . . . . . . . . . . . . . 62
C o n t e n t s
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Contents
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Contact Activity by Supervisor Summary Report. . . . . . . . . . . . . . . . . . . . . . . 65
Contact Folder Archive Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Evaluation Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Activity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Agent Evaluation List Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Agent Evaluation Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Evaluation Performance Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Agent Evaluations Batch Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Agent Evaluation Performance Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Agent Evaluation Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Evaluation Performance Comparison Report . . . . . . . . . . . . . . . . . . . . . . . . . 92
Group and Supervisor Evaluation Performance Report . . . . . . . . . . . . . . . . . . . . 96
Multiple Evaluation Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Trending Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
Agent and Group Performance Summary Report. . . . . . . . . . . . . . . . . . . . . . .104
Trend Over Time Performance Report . . . . . . . . . . . . . . . . . . . . . . . . . . . .107
Calibration Trending Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111
3 Using Enterprise Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Creating a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
Viewing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
Printing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
Exporting a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Deleting a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Scheduling a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Modifying a Scheduled Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
Deleting a Scheduled Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117
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C h a p t e r 1
Introduction
The following sections provide an overview of Enterprise Reporting, and an introductionto the various reporting components.
The main sections in this chapter are:
Product Overview, page 8
Available Reports, page 9
Saved Reports, page 10
Scheduled Reports, page 10
Ad Hoc Reporting, page 10
View and Export Options, page 10
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Chapter 1 - Introduction Product Overview
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Product Overview
Welcome to Enterprise Reporting, a powerful solution to call center reporting. WithEnterprise Reporting, you define the types of reports that will best serve yourenvironment, whether you require information about how an individual is performing a
certain task or how an entire group is performing in general compared to the call centerat large -- and everything in between.
With the array of reports that Enterprise Reporting provides, you can see the areaswhere you are strong and the areas where you can make improvements.
This suite of applications is designed to capture customer intelligence and provide thetools to analyze, review and report on all aspects of each customer interaction. Themanagement information that can be derived from this is made available within a widerange of performance and trend data reports to aid in the decision making process andto improve overall contact center performance.
The ability to review performance trend data is key to this process of performanceimprovement and optimization.
The reports allow users at every level in the organization to identify opportunities to
improve personal, individual or group productivity and performance across a range ofmetrics; as well as the ability to identify patterns and trends will provide clues as towhere business processes can be improved in order to improve overall customer service.
Reporting Components
The following comprise Enterprise Reporting components:
Available Reports, page 9
Evaluation Scoring Calculations, page 9 Saved Reports, page 10
Scheduled Reports, page 10
Ad Hoc Reporting, page 10
Supported Excel Formats, page 11
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Chapter 1 - Introduction Reporting Components
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Available Reports
There are seven distinct groups of reports that are available:
Ad Hoc Reports
Calibration Reports
Configuration Reports
Contact Activity Reports
Evaluation Activity Reports
Evaluation Performance Reports
Trending Reports
The Ad Hoc reporting is available for those that require the ability to create customreports.
Evaluation Scoring Calculations
In addition to providing report descriptions, evaluation scoring calculations are alsoshown for reports that contain aggregated evaluation scores. The following is a list ofthese reports:
Calibration Reports
Calibration Report
Contact Activity Reports
Agent Recording Detail Report
Evaluation Activity Reports
Activity Report
Agent Evaluation List
Agent Evaluation Summary
Evaluation Performance Reports
Agent Evaluation
Agent Evaluation Batch
Agent Evaluation Performance
Evaluation Performance Comparison
Group and Supervisor Evaluation Performance
Multiple Evaluation Summary
Trending Reports
Agent and Group Performance Summary
Trend Over Time Performance
Calibration Trending
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Chapter 1 - Introduction View and Export Options
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Saved Reports
To access reports that have been saved, click on the Reports tab and choose the SavedReports button.
The Saved Reports pane lists the reports that have been created and saved. For eachsaved report, the page lists:
Report Type
Saved Report Name
Date and Time created - this is the Cognos database server time, not browser time.These can be different if you are in a different time zone that the database server
Formats - Under this column, you can click on one of the option icons to view thereport in the available formats
Scheduled Reports
To access reports that have been scheduled to be run, click on the Reports tab and
choose the Scheduled Reports button.The Scheduled Reports pane lists the reports that are scheduled to be generated. Foreach scheduled report, the page lists:
Report Type
Next Date and Time the report will run - this is the Cognos database server time,not browser time. These can be different if you are in a different time zone that
the database server.
Whether the report is recurring
Ad Hoc Reporting
You can create your own Reports by using the Ad Hoc reporting provided usingQueryStudio.
You can create and change the layout, style, or fonts of the report, choose the data thatyou would like to appear on the report, format the data, and save the report.
View and Export Options
You can view previously generated and saved reports, and export using the three
available options located in the top right of the viewer window: View the report in HTML format
View in PDF format
View in Excel 2000 Single Sheet format
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Supported Excel Formats
Enterprise Reporting works with the following Excel formats:
Standard Reports
The standard reports offer an export feature for Excel 2000 Single Sheet format.
Ad Hoc Reports
For Ad Hoc reporting using Query Studio, both Excel 2000 and Excel 2002 formats areavailable.
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C h a p t e r 2
Report Categories
The following sections describe the report categories found in Enterprise Reporting.
Each report category description provides detailed descriptions of the reports in that
category.
About Report Categories, page 13
Calibration Reports, page 14
Configuration Reports, page 19
Contact Activity Reports, page 24
Evaluation Activity Reports, page 70
Evaluation Performance Reports, page 81
Trending Reports, page 105
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Chapter 2 - Report Categories About Report Categories
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About Report Categories
The following comprise Enterprise Reportings report categories:
Calibration Reports, page 14
Configuration Reports, page 19
Contact Activity Reports, page 24
Evaluation Activity Reports, page 70
Evaluation Performance Reports, page 81
Trending Reports, page 105
Report descriptions within each category include the following:
Report Description
Report Selection
Report Sample
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Chapter 2 - Report Categories Calibration Reports
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Calibration Reports
Calibration reports can be used to help you compare the evaluation scoring performedby supervisors. You can report scores for individual evaluation questions or for acomplete evaluation over a period of time, or report scores for an evaluation trended
over multiple periods of time.The Calibration reports available in Enterprise Reporting are:
Calibration Report, page 14
Calibration Report by Question, page 16
Calibration Report
Report Description
The Calibration Report allows comparison of the evaluations given to the same set ofcontacts, using the same evaluation form by different evaluators. This comparison
allows you to determine how consistently the evaluators are scoring the same contact.Any significant deviation in the scoring indicates a need to review the individualevaluators scoring criteria to ensure a consistent scoring policy is applied across thecontact center.
In running the report, you are able to select a form that an evaluation has beenperformed against and a report period (weekly, monthly or yearly) and date range forthe contacts. Then, using this information the list of available contacts is retrieved andyou can select up to 5 of these contacts to perform an analysis against.
The report shows:
Evaluation form and version
Start and end date evaluation period
Evaluator
Contact
Mean score
Number of evaluations
Population standard deviation
Average session standard deviation
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
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Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved and Scheduled Reports pane.
Duplicate namesallowed.
Select form toreport on
The name of the form from which you arecollecting data.
You must choose anoption from the
drop-down list.
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Selectcontacts
Allows you to select the contacts toinclude in the report.
You must choose atleast one contact fromthe list.
Sorting Determines how the data is sorted on thereport. Choose to sort by Evaluator's lastor first name using the radio buttons.Choose to sort in ascending or descendingorder using the radio buttons.
The default is to sort byevaluator last name inascending order.
Schedule torun report
Indicates when the report should run.Your choices are:
Immediately: Run this report
immediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
You must choose up toone kind of schedule.Defaults to Immediately.
Submit Click to run the report according to theschedule you have indicated.
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Report Sample:
Calibration Report by Question
Standard Deviation Calculation:
Step 1: Find average of all values
Step 2: Find difference of each value and average (Value - Average)
Step 3: Raise results of Step 2 to power of 2 (Value - Avg)2
Step 4: Count the number of Values and subtract 1
Step 5: Find sum of values in Step 3 and divide by value of Step 4
Step 6: Take square root of value from Step 5
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Report Description
The Calibration Report By Question allows you to obtain a greater degree of granularitythan in the Calibration Report when calibrating the scoring awarded by differentevaluators. This is achieved by comparing scoring data at the level of the individualquestion for a set of specific evaluations.
You can select the questions on a form that an evaluation has been performed againstand a date range for the contacts. Using this information, the list of available contactswill be retrieved and you can select up the contacts to perform an analysis against. .
The report shows:
Evaluation form and version
Number of evaluators.
Contact.
Evaluation form questions and responses.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved Reports window.
Duplicate namesallowed.
Select form to
report on
The name of the form from which you are
collecting data.
You must choose an
option from thedrop-down list.
Select formquestions toreport on
Allows you to choose which question(s) onthe form should be included in the report.
To select all questions, choose the Selectall option.
You must choose atleast one question fromthe list.
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
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Report Sample
Selectcontacts
Allows you to select the contacts you wantto include in the report.
Schedule torun report
Indicates when the report should run.Your choices are:
Immediately: Run this report
immediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
You must choose onetype of schedule.Defaults to Immediately.
Submit Click to run the report according to theschedule you have indicated.
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Chapter 2 - Report Categories Configuration Reports
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Configuration Reports
Configuration reports can be used to help you review settings for users, workspaces orcontact folders. The Configuration Reports available in Enterprise Reporting are:
Administration Workspaces Report, page 19
Contact Folder Configuration Report, page 21
Administration User Report, page 23
Administration Workspaces Report
Report Description
The Administration Workspaces Report displays configuration information for selectedworkspaces including workspace names, workstation names, workstation host names,telephones, and telephone extensions.
The report includes:
Enterprise Reporting Site name: ETL/ER site
Site Name: The name of the site with the workstation (source site)
Workspace name: The name that is assigned to the workspace within SysAdmin
Workstation name and host name associated with the workspace
Telephone name and extension associated with the workspace
Report SelectionThe selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
CAUTION If you use this report with the Dynamic workspace feature enabled in QualityMonitoring, the data will not be accurate in Enterprise Reporting.
Element Description Restrictions
EnterpriseReporting SiteName
Defined by user upon setup ( ETL/ER site) You must select at leastone site.
Site The site for which the report will begenerated.
You must select at leastone site.
Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved and Scheduled Reports pane.
Duplicate namesallowed.
SelectWorkspace
The name(s) that is assigned to theworkspace within SysAdmin.
You can select multipleitems from the list.
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Report Sample
Schedule torun report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.
Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
You must choose up toone kind of schedule.Defaults to Immediately.
Submit Click to run the report according to theschedule you have indicated.
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Contact Folder Configuration Report
Report Description
The Contact Folder Configuration Report shows configuration details for selected contactfolders.
The report shows:
Folder details, including name, description, owner, creation date, and structure
Folder contact storage information
Folder security for individuals and groups with Read, Modify, or Full Control
Folder contacts, both online and offline
Folder business rule names
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved and Scheduled Reports pane.
Duplicate namesallowed.
SelectContactFolder
The name of the contact folder for whichyou are collecting data.
Schedule torun report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
You must choose up toone kind of schedule.Defaults to Immediately.
Submit Click to run the report according to theschedule you have indicated.
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Report Sample
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Administration User Report
Report Description
The Administration User Report displays configuration information about selected usersincluding user names, device login IDs, system login IDs and roles.
The report includes:
Site name with which the agents are associated
User names: Agent's first and last name
Device Login IDs: Login IDs and Extensions associated with the agent
System Login IDs: Quality Monitoring Selective Recording Login ID for the agent
Agent role as defined in Quality Monitoring Selective Recording
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved and Scheduled Reports pane.
Duplicate namesallowed.
Selectpersonnel
The name(s) of the person/user for whichyou are collecting data.
You can select multipleitems from the list.
Sorting Sort by Agent's First Name or Last Nameand select the sort order.
The default is to sort bylast name in ascendingorder.
Schedule torun report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
You must choose up toone kind of schedule.Defaults to Immediately.
Submit Click to run the report according to theschedule you have indicated.
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Report Sample
Contact Activity Reports
The Contact Activity reports help you analyze the origination and storage of recordedcustomer contacts. You can review the frequency of blocked contacts, analyze recordedcontacts by agent, business rule, group, or supervisor, or view archive storage usage bycontact folder.
These report on current recording activity and guide you to where they refine and tunethe user-facing functions such as the business rules.
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The Contact Activity Reports available in Enterprise Reporting are:
Agent Recording Detail Report, page 26
Agent Recording Summary Report, page 30
Block Monitor Report, page 32
Contact Activity by Agent Detail Report, page 35
Contact Activity by Agent Summary Report, page 38
Contact Activity by Business Rule and Agent Detail Report, page 40
Contact Activity by Business Rule and Agent Summary Report, page 43
Contact Activity by Business Rule and Group Detail Report, page 45
Contact Activity by Business Rule and Group Summary Report, page 48
Contact Activity by Business Rule and Supervisor Detail Report, page 50
Contact Activity by Business Rule and Supervisor Summary Report, page 53
Contact Activity by Business Rule Detail Report, page 55
Contact Activity by Business Rule Summary Report, page 56
Contact Activity by Group Detail Report, page 59
Contact Activity by Group Summary Report, page 62
Contact Activity by Supervisor Detail Report, page 64
Contact Activity by Supervisor Summary Report, page 67
Contact Folder Archive Report, page 69
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Agent Recording Detail Report
Report Description
The Agent Recording Detail Report allows you to retrieve information about the numberof contacts that have been recorded for each agent, and the number that have been
evaluated.This allows you to assess whether the business rules are triggering an appropriatevolume of calls for the agent, and also to assess whether an appropriate selection ofthese are being evaluated. This information can be used to help tune the business rulesemployed in the system.
The agents are chosen from a list along with the date range for the selected contacts.The report includes:
Agent(s) name and Login ID.
Extension associated with the contact.
Contact name.
Contact date.
Contact duration.
Evaluation flag, indicating whether an evaluation was performed.
Evaluation form, if applicable.
Evaluation score, if applicable.
Evaluator name, if applicable.
Calibration Evaluation indicator. This flag is set to mark evaluations that are notreal, or used for practice or testing.
Report summary, including total recorded contacts and total evaluated contacts. .
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
NOTE Any evaluations in Quality Monitoring where the calibration flag is set totrue are excluded from the report.
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved Reports window.
Duplicate namesallowed.
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Selectpersonnel toreport on
The eligible agents for whom you cangenerate the report. Choose from the listof agents.
You must choose atleast one agent from thelist box.
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. If
you enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Choose to sort in ascending ordescending order using the radio buttons.
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Runs the report according to the scheduleyou have indicated.
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Report Sample
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Evaluation Scoring Calculations
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Agent Recording Summary Report
Report Description
The Agent Recording Summary Report provides summary data on the call activityinformation for all agents you choose to include in the report. If a person has no data
within the selected criteria of the report, the report will display the person with valuezero.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved Reports window.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible agents for whom you cangenerate the report. Choose from the listof agents.
You must choose atleast one agent from thelist box.
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range, e.g.,the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Choose to sort in ascending ordescending order using the radio buttons.
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Report Sample
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.
Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Runs the report according to the scheduleyou have indicated.
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Block Monitor Report
Report Description
The Block Monitor Report provides a count of the number of contacts that have beenblocked by an agent. This is accomplished by selecting a set of agents from a list and a
time period in which the contact was blocked.This report will display the agent name, the number of blocked calls, and a summary ofthe total number of blocked calls for all the agents in the report.
Multiple sites can be chosen as part of the report definition. When multiple sites arespecified, the report shows the number of blocked calls per site and a total number forall sites selected for reporting. When multiple sites are selected, the report will displaysite name (instead of individual Agent Name) and number of calls for each site.
If you generate the report for one site, the report will list blocked contacts by agent.
If you generate the report for more than one site, the report will list blockedcontacts by site.
Report SelectionThe selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The sites for which the report will begenerated.
You must select at leastone site. You may selectmultiple sites.
Report name A descriptive name to identify the savedreport. This report name is displayed on
the Saved and Scheduled Reports pane.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible agents for whom you cangenerate the report. Choose from the listof agents.
For a single site, youmust choose at leastone agent from the listbox. This parameter isnot available whenmultiple sites areselected.
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Report Sample
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by Agent's firstname, Agent's last name, Number ofBlocked Calls and choose the sort order(ascending or descending).
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Runs the report according to the scheduleyou have indicated.
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Contact Activity by Agent Detail Report
Report Description
The Contact Activity By Agent Detail Report allows you to summarize the number ofrecorded calls for each agent. You can select an agent or list of agents, a date range to
report on, and a sorting scheme based on the agents first or last name.The information on the Contact Activity By Agent report will include the report name,the name of the agent, the date range for the report, and the date the report wassubmitted. Also, for each contact the contact name, date, and duration will also bedisplayed. After the list of contacts for each agent, there will be a summary section todisplay the number of calls recorded for that agent.
This report allows you to generate a summary of recorded contacts for an agent,including:
Agent(s) name.
Agent ID.
Contact name.
Contact date.
Contact duration.
The report presents the chosen data in a three-column format. You can choose to reporton a single agent or multiple agents.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved Reports window.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible agents for whom you cangenerate the report. Choose from the listof agents.
You must choose atleast one agent from thelist box.
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Report Sample
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Use the radio buttons tochoose the sorting order (ascending ordescending).
The default is to sort bylast name in ascendingorder.
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Contact Activity by Agent Summary Report
Report Description
The Contact Activity by Agent Summary Report allows you to generate a summary ofrecorded contacts for an agent.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed on
the Saved Reports window.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible agents for whom you cangenerate the report. Choose from the listof agents.
You must choose atleast one agent from thelist box.
Date rangefor report
Indicates the date range the reportshould cover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific daterange. Enter a specific start date and
a specific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Use the radio buttons tochoose the sorting order (ascending ordescending).
The default is to sort bylast name in ascendingorder.
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Report Sample
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.
Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Contact Activity by Business Rule and Agent Detail Report
Report Description
The Contact Activity By Business Rule and Agent Detail report allows you to summarizethe number of recorded calls for each agent for each business rule. You can select a
business rule or list of business rules, and agent or list of agents, together with a daterange to report on, and a sorting scheme based on the agents first name or agents lastname.
The information on the Contact Activity By Business Rule and Agent Detail report willinclude the report name, the name of the rule, the date range for the report, and thedate the report was submitted. For each contact the contact name, date, and durationwill also be displayed.
The Contact Activity by Business Rule and Agent Detail Report summarizes the numberof recorded calls for a defined business rule handled by a particular agent. The reportshows:
Agent name(s).
Agent ID Business rule name(s).
Contact name, date, and duration.
Total recorded calls, during a specified time period, for the combination of agent(s)and business rule(s).
Data displays in a columnar format.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible agents for whom you cangenerate the report. Choose from the listof agents.
You must choose atleast one agent from thelist box.
Select rule(s)to report on
The eligible rules for which you canchoose to run the report. Choose from thelist of rules.
You must choose atleast one rule from thelist box.
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Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of time ratherthan a specific date range, e.g., the last 2months.
Absolute: Uses a specific date range.Enter a specific start date and a specificend date either by typing them into theappropriate boxes or by using theCalendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Choose to sort in ascending ordescending order using the radio buttons.
The default is to sort bylast name in Ascendingorder.
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Report Sample
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Contact Activity by Business Rule and Agent Summary Report
Report Description
The Contact Activity by Business Rule and Agent Summary Report summarizes thenumber of recorded calls for a defined business rule handled by a particular agent.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed in
the Saved Reports list.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible agents for whom you cangenerate the report. Choose from the listof agents.
You must choose atleast one agent from thelist box.
Select rule(s)to report on
The eligible rules for which you can chooseto run the report. Choose from the list ofrules.
You must choose atleast one rule from thelist box.
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of time
rather than a specific date range, e.g.,the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you must
enter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Choose to sort in ascending ordescending order using the radio buttons.
The default is to sort bylast name in Ascendingorder.
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Report Sample
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.
Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Contact Activity by Business Rule and Group Detail Report
Report Description
The Contact Activity By Business Rule and Group Detail Report allows you to summarizethe number of recorded calls against each business rule for the agents in a group. This
summary is based on a selected group and the agents in the group.You can select a business rule or list of business rules, group or list of groups, and adate range to report on. You can sort the report by group name, agent's first name orlast name.
The information contained in this report will include the report name, the name of therule, the name of the group, the name of the agent, the date range for the report, andthe date the report was submitted. For each contact the name, date, and duration willalso be displayed.
After the list of contacts for each agent, there will be a summary section to display thetotal number of calls recorded for that rule/agent combination. After the last agent therewill be a summary section to display the number of calls recorded for that rule/groupcombination.
The report shows:
Group name(s).
Agent names.
Agent ID
Contact name, date, and duration.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed onthe in the Saved Reports list.
Duplicate namesallowed.
Selectgroup(s) toreport on
The name of the group(s) to report on. Select the group(s).
Select rule(s)to report on
The eligible rules for which you canchoose to run the report. Choose from thelist of rules.
You must choose atleast one rule from thelist box.
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Report Sample
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by group name,agent first name, or agent last name.Choose to sort in ascending or descendingorder using the radio buttons.
The default is to sort bygroup name inascending order.
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Contact Activity by Business Rule and Group Summary Report
Report Description
The Contact Activity by Business Rule and Group Summary Report summarizes thenumber of recorded calls for a defined business rule as handled by agents belonging to a
particular group.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the saved
report. This report name is displayed onthe in the Saved Reports list.
Duplicate names
allowed.
Selectpersonnel/group(s) toreport on
You can select the personnel to report on.The list contains the groups, and youmany select one or more groups in the listto report on.
You must choose atleast one group fromthe list.
Select rule(s)to report on
The eligible rules for which you canchoose to run the report. Choose from thelist of rules.
You must choose atleast one rule from thelist box.
Date rangefor report
Indicates the date range the report shouldcover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. If
you enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by group name,agent first name, or agent last name.
Choose to sort in ascending or descendingorder using the radio buttons.
The default is to sort bygroup name inascending order.
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Report Sample
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.
Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Contact Activity by Business Rule and Supervisor Detail Report
Report Description
The Contact Activity By Business Rule and Supervisor Detail report allows you tosummarize the number of recorded calls against each business rule for the agents in a
team. This summary is based on a selected supervisor and the agents in their team.You can select a business rule or list of business rules, supervisor or list of supervisors,and a date range to report on. There is also the ability to sort the results of the report bysupervisors first name or last name.
The information contained in this report will include the report name, the name of therule, the name of the supervisor, the name of the agent, the date range for the report,and the date the report was submitted. Also, for each contact the contact name, date,and duration will also be displayed.
After the list of contacts for each agent, there will be a summary section to display thetotal number of calls recorded for that rule/agent combination. After the last agent therewill be a summary section to display the number of calls recorded for thatrule/supervisor combination.
The report shows:
Supervisor name(s).
Agent names.
Agent ID.
Business rule name(s).
Contact name, date, and duration.
Summary totals, for a specified time period, show total recorded calls for:
Business rule and agent combination.
Business rule and supervisor combination.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed in
the Saved Reports list.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible supervisors for whom you cangenerate the report. Choose from the listof supervisors.
You must choose atleast one supervisorfrom the list box.
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Select rule(s)to report on
The eligible rules for which you canchoose to run the report. Choose from thelist of rules.
You must choose atleast one rule from thelist box.
Date rangefor report
Indicates the date range the reportshould cover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific daterange. Enter a specific start date anda specific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. If
you enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by supervisor firstname, or supervisor last name. Choose tosort in ascending or descending orderusing the radio buttons.
The default is to sort bysupervisors last name.
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report at
regular intervals as specified.Submit Click to run the report according to the
schedule you have indicated.
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Report Sample
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Contact Activity by Business Rule and Supervisor SummaryReport
Report Description
The Contact Activity by Business Rule and Supervisor Summary Report summarizes thenumber of recorded calls for a defined business rule as handled by agents reporting to aparticular supervisor.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible supervisors for whom you cangenerate the report. Choose from the listof supervisors.
You must choose atleast one supervisorfrom the list box.
Select rule(s)to report on
The eligible rules for which you canchoose to run the report. Choose from thelist of rules.
You must choose atleast one rule from thelist box.
Date range
for report
Indicates the date range the report should
cover. Choose one of the following: Relative: Uses a period of time
rather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose one
type of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by supervisor firstname, or supervisor last name. Choose tosort in ascending or descending orderusing the radio buttons.
The default is to sort bysupervisors last name.
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Report Sample
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.
Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Contact Activity by Business Rule Detail Report
Report Description
The Contact Activity By Business Rule Detail Report allows you to summarize thenumber of recorded calls for each business rule. You can select a business rule or list of
business rules, and a date range to report on.The information on the Contact Activity By Business Rule report includes the reportname, the name of the rule, the date range for the report, and the date the report wassubmitted. For each contact the contact name, date, and duration will also be displayed.After the list of contacts for each rule, there will be a summary section to display thenumber of calls recorded for that rule.
The report shows:
Business rule name(s).
Contact name, date, and duration.
Total recorded calls, during a specified time period, for the business rule(s).
Report SelectionThe selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.
Duplicate namesallowed.
Select rule(s)to report on
The eligible rules for which you canchoose to run the report. Choose from thelist of rules.
You must choose atleast one business rulefrom the list box.
Date rangefor report
Indicates the date range the reportshould cover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific daterange. Enter a specific start date anda specific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
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Report Sample
Contact Activity by Business Rule Summary Report
Report Description
The Contact Activity by Business Rule Summary Report summarizes the number ofrecorded calls for a defined business rule.
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.
Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Report Sample
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.
Duplicate namesallowed.
Select rule(s)to report on
The eligible rules for which you canchoose to run the report. Choose fromthe list of rules.
You must choose atleast one business rulefrom the list box.
Date rangefor report
Indicates the date range the reportshould cover. Choose one of the
following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific daterange. Enter a specific start date anda specific end date either by typingthem into the appropriate boxes orby using the Calendar buttons.
You must choose onetype of date range. If
you enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Contact Activity by Group Detail Report
Report Description
The Contact Activity By Group Detail Report allows you to summarize the number ofrecorded calls for each agent that is a member of a group. You can select a group or list
of groups, a date range to report on, and a sorting scheme based on the group name,agents first name or agents last name.
The information on the Contact Activity By Group report will include the report name,group name, name of each member agent in the group, date range for the report, andthe date the report was submitted. Also, for each contact the contact name, date, andduration will also be displayed.
After the list of contacts for each agent, there will be a summary section to display thenumber of calls recorded for that agent. In addition, after each group section, there willbe a summary to display the total number of calls recorded for the agents of the group.
The report shows:
Group name.
Agent name. Agent ID.
Contact name, date, and duration.
Total recorded calls, during specified time period, for each agent in the selectedgroup(s).
Data displays in a five-column format.
Report Selection
The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:
Element Description Restrictions
Site The site for which the report will begenerated.
You must select a site.Single site only.
Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.
Duplicate namesallowed.
Selectpersonnel toreport on
The eligible groups for whom you cangenerate the report. Choose from the listof groups.
You must choose atleast one group fromthe list box.
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Report Sample
Date rangefor report
Indicates the date range the reportshould cover. Choose one of the following:
Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.
Absolute: Uses a specific daterange. Enter a specific start date anda specific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.
You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.
Sorting Determines how the data is sorted on thereport. Choose to sort by group name,agent first name, or agent last name.Choose to sort in ascending or descendingorder using the radio buttons.
The default is to sort bygroup name inascending order.
Schedule torun the report
Indicates when the report should run.Your choices are:
Immediately: Run this reportimmediately.
Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.
Recurring: Runs the report atregular intervals as specified.
Submit Click to run the report according to theschedule you have indicated.
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Contact Activity by G