Handbuch Agent - Generate Reports
Call Center provides reporting functions to agents. Agents can only generate reports about their own activity.
Reporting provides the Call Center agents historical information about their call center performance which allows them to know their statistical performance as a call center agent. This section provides an example of Reports available. For the list of canned report templates available for report generation as part of Enhanced Reporting, see the My Site Call Center Reports Guide.
The retention period of data kept on the server for historical reports varies by the type of data:
| | |
| Data type | Days of History Available
| Sign-in/Sign-out | 90
| Detail Data – Includes call detail, disposition codes entered and unavailable codes entered | 30
| Quarter Hour Interval (15 min.) | 90
| Half-Hour Interval (30 min.) | 90
| Hourly, Daily, Weekly and Monthly | 397
- To run a report, click the Reporting link at the top right-hand side of the main window.
A Report window appears. Select a report template from the drop-down list. The page displays the input parameters for the report.
- Select the template for the report you would like to run and fill in the required information.
The input that you need to provide depends on the template you select and the report type. The following table explains the input parameters for all Reports.
| | |
| Input Field | Description | Allowed Value
|Scope |For Agent Reports, it allows you to specify the agents to include in the report. You can check All Agents or Agents. If you check Agents, select agents from the drop-down list. NOTE: This parameter is disabled when an agent runs the report, since agents can only run reports about themselves. | All Agents, Agents
| | For Call Center Reports, it specifies the call centers or DNIS numbers to include in the report. You can check All Call Centers, Call Center, or DNIS. - If you check Call Center, select call centers from the drop-down list. - If you select DNIS, select a call center and DNIS numbers from the drop-down lists. For DNIS you can also select ALL DNIS.| All Call Centers, Call Center, DNIS
| Call Completion | This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call Completion service level can be set to “1” through “7200” seconds. | 1 through 72000
| Short Duration | This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds. | 1 through 7200
| Service Level| This setting allows you to provide up to five service levels, used to perform service-level calculations for each call center or DNIS. Each service level can be set to “1” through “7200” seconds| 1 through 7200
| Service Level Options | These settings are used to determine whether certain types of calls should be included in the service-level calculations: - Check Include overflow time transfers in service level to include calls transferred due to time overflow. - Check Include other transfers in service level to include calls transferred for other reasons. - Select one of the following options for abandoned calls: - Exclude Abandoned Calls to exclude all abandoned calls. - Include All Abandoned Calls to include all abandoned calls. - Include All Abandoned Calls Except Before Entrance Completes to include calls abandoned after the entrance message has finished playing. - Include Abandoned Calls Except in Defined Interval to include calls abandoned after the time specified by the abandoned call interval parameter.|These options can be checked or unchecked.
|Abandoned Call Interval | If you selected the Include Abandoned Calls Except in Defined Interval option, enter the desired interval in this text box in seconds. |1 through 7200
| Service Level Percentage |This setting allows you to specify the service-level objective (expressed as a percentage of calls). | |
| Type | This can be checked as Historical or Real time: - Historical reports show data from the assigned start date to the assigned end date. - Real-time reports show data from the assigned start date to the present, with the current interval refreshed with real-time data. Real-time reports for individual agents contain data for each time interval, with the last interval reflecting real-time data, if requested (subject to the refresh rate). When the interval switches over, the final data for the last time period is captured and shown as historical data and real-time data is reflected in the new time interval. | Historical or Real time
| Start Date | This is the date when you want the report to start. It can be set by typing in the text box or clicking the Calendar icon. This is compulsory. The oldest historical date depends on the interval selected: - 90 days of Sign-in/Sign-out statistics. - 30 days of Detail statistics - 90 days of Quarter Hour interval statistics - 90 days of Half Hour interval statistics - 397 days of Hourly, Daily, Weekly and Monthly interval statistics | MMM DD, YYYY
| Start Time | This is the time when you want the report to start. You can select the hour format (A.M., P.M., or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. | 1:00am through 12:59am, 1:00pm through 12:59pm, or 0:00 through 23:59
| | can be set by typing in the text box or clicking the Calendar icon. This is required when a Historical report is selected. | |
| End Time | This is the time when you want the report to end. You can select the hour format (A.M., P.M., or Military time) from the Hour Selection Type. Time is applicable for hourly and minute intervals only. This is required when a Historical report is selected. | 1:00am through 12:59am, 1:00pm through 12:59pm, or 0:00 through 23:59 |
| Sampling | This sampling period is only applicable to intervalbased report templates and determines how the report information is presented. For example, an hourly report displays information for each hour of the report time frame. | 15 minutes, 30 minutes, Hourly, Daily, Weekly, Monthly |
| Output Format | This allows you to specify in what format you would like the report output to be generated. If you select Hypertext Markup Language (HTML) or PDF, the report in displayed in the Report window. If you select Excel File Format (XLS), a file is created that you can save on your computer. | PDF, XLS, HTML
- Click Run Report.
The results of the report are displayed in the Report Output area of the window. See the following section for an example of an Enhanced Report.
NOTE: Adobe Reader 10.01 has a setting Enable Protected Mode at startup, which is enabled by default. If you select the PDF report format and are using Adobe Reader 10.01 (or later, which has this setting), you need to disable the setting; otherwise, report results are not displayed.
To disable the protected mode in Adobe Reader, perform the following steps.
Close all opened Internet Explorer and Adobe Reader instances.
Open Adobe Reader.
From the menu bar, select Edit and then Preferences. The Preferences dialog box appears.
From the Categories menu on the left, select General.
Uncheck Enable Protected Mode at startup.
Close Adobe Reader.
Report Results (Example)
Depending on the report type, the report results can contain the following elements: A pie chart, a bar chart, a table, a high-water marks table, and a line chart. If you select HTML or PDF report format when requesting a report, the report is displayed in the Report window. If you select XLS, a file is created that you can save on your
This section provides an example of an Enhanced Report: Agent Activity Report. For more information on the reports available in Call Center, see the Placetel UC One Call Center Reports Guide. The results of the Agent Activity Detail Report are presented in a bar chart and table.