introduction to interaction reporting. ©2012 interactive intelligence group inc. after watching...
TRANSCRIPT
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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©2012 Interactive Intelligence Group Inc.
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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©2012 Interactive Intelligence Group Inc.
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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©2012 Interactive Intelligence Group Inc.
Agent Reports• Agent Performance Detail for Queue• (Supervisor) User Call Detail
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©2012 Interactive Intelligence Group Inc.
Agent Reports• (Supervisor) User Call Detail
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©2012 Interactive Intelligence Group Inc.
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.