UC-ONE Option: Callcenter
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Handbuch Reports - Overview

Overview

The Placetel UC-One Enhanced Call Center Reporting feature allows users to generate enhanced reports and schedule reports to be run in the future. It provides a set of predefined reports that provide detailed information about Call Center operations.

  • Call center agents and supervisors can generate reports on demand and schedule reports from the web client application. For information on generating and scheduling reports from the Call Center client, see the Placetel UC-One Call Center Agent/Supervisor User Guide.

NOTE: Agents can only request reports about themselves.

Each report defines the layout and to some extent the contents of a report. When requesting a report, the user first selects a report, enters some input parameters, and then runs or schedules the report at a pre-defined interval.

The input parameters include information such as the reporting period and the list of agents or call centers for which the report is requested. In addition, certain reports require you to provide performance parameters that are used to make report calculations. The performance parameters you need to provide when requesting a report are listed in each report section. The list of performance parameters used in reports is included in section

Performance Parameters

This document describes the reports available from Placetel UC-One as part of the Enhanced Call Center Reporting feature.

  • Section Report Types describes the different types of reports.
  • Section Report Layout describes the general layout of a reports generated in the web portal.
  • Section Agent Reports describes the Agent Reports.
  • Section Call Center Reports describes the Call Center Reports.

Report Types

Reports are divided into two categories: Agent and Call Center

  • Agent Reports allow the Supervisor or agent to generate reports containing statistical information about agent specific activity. An agent can only generate reports
    reflecting their own activity. The Supervisor may generate reports reflecting all some or individual Agents.
  • Call Center Reports allow you to generate reports that include statistics related to one or more call centers or one or more Dialed Number Identification Services (DNISs) for a selected call center.

In addition, reports can be real-time or historical and they can be interval-based or not interval-based.

  • A real-time report includes statistics for a period that has a start date and time, but no end date and time.
  • A historical report includes statistics for a specified time period in the past.
  • A real-time report can be used to generate both real-time and historical reports.
  • A historical report can only be used to generate historical reports.
  • An interval-based report is used to generate reports that include interval statistics.

Historical Data Retention Period

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

Report Layout

The report defines the layout and to a certain extent the contents of a report. The reports follow a common presentation pattern that is illustrated in the following figure.

A report contains a header, an introduction section, a body section, and a footer.

  • The introduction section consists of the following elements:
  • Title – This is the title of the report.
  • Time frame – This is the start date and start time, and optionally the end date and end time of the reporting period. The end date and end time are conditional and
    are only included for historical reports.
  • Time zone – This is the time zone used when generating the report, in a localized display format, for example, “(GMT-04:00) (US) Eastern Time”.

Note that the offset from Greenwich Mean Time (GMT) is computed at the time of report generation and not necessarily in relation to the requested time frame.

  • Date run – This is the date and time at which the report was run.
  • Agent, call center, or DNIS information – The information is conditional and only included when an Agent Report is run for a single agent or when a Call Center Report is run for a single call center or DNIS.
  • The body section is made up of one or more of the following elements:
  • Pie chart
  • Bar chart
  • Line chart
  • Matrix
  • Table

Note that pie charts are not displayed if the report does not contain data for the requested time frame. Unless otherwise specified, bar charts, line charts, and tables are always displayed; however, they may be empty. For interval-based reports, rows that do not have data to display are not shown on the report. Although most reports may be printed on A4 paper in landscape mode, you may need to use legal size paper and/or enable the fit to page option for reports that have tables that
have a large number of columns.


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