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Handbuch Supervisor - Generate Reports

Generate Reports

Call Center provides reporting functions for supervisors to report on activity and performance of agents and call centers under their supervision.

Reporting

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. 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 Placetel UC-One 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

Run Reports

  1. 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.
    Figure 70 Report Window – Reporting Link
  2. Select a report template from the drop-down list. The page displays the input parameters for the report.
    Figure 71 Abandoned Call Report – Running Report
  3. 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 Enhanced 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
Scope For Call Center Reports, it specifies the call centers or DNIS numbers to include in the report. You can check: - if you check Call Cente, select call centers from the droü-down list; - If you select DNIS, select a call center and DNIS numbers from the drop-down lists. For DNIS numbers you can also select ALL DNIS. All Call Centers, Call Center, or 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 realtime 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
End Date This is the date when you want the report to end. It can be set by typing in the text box or clicking the Calendar icon. This is required when a Historical report is selected. MMM DD, YYYY
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
  1. 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.

  1. Close all opened Internet Explorer and Adobe Reader instances.
  2. Open Adobe Reader.
  3. From the menu bar, select Edit and then Preferences. The Preferences dialog box appears.
  4. From the Categories menu on the left, select General.
    Figure 72 Preferences – General
  5. Uncheck Enable Protected Mode at startup.
  6. Click OK.
  7. 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 computer.

This section provides an example of an Enhanced Report: Abandoned Calls Report. For more information on the reports available in Call Center, see the Placetel UC One Call Center Reports Guide.

The results of the Abandoned Calls Report are presented in a bar chart and table

Figure 73 Abandoned Calls Report – Bar Chart
Figure 74 Abandoned Calls Report – Table, Fragment

Schedule Report

To schedule a report:

  1. Click the Reporting link at the top right-hand side of the main window. A Report window appears.
    Figure 75 Report Window – Enhanced Reports
  2. Select a report template from the drop-down list. The page displays the input parameters for the report.
    Figure 76 Agent Activity Report – Scheduling Report
  3. For Type, select Scheduled.
  4. Provide the name and the description of the report.
  5. Specify the recurrence pattern. From the Recurrence drop-down list, select the type of recurrence for the report from the following options: Never, Daily, Weekly, Monthly, or Yearly. Never signifies that this is a one-time report.
    • If you selected Never, enter the date and time when you want the report to be generated.
      Figure 77 Report Recurrence – Never
    • If you selected Daily, enter the frequency of occurrence in days.
      Figure 78 Report Recurrence – Daily
    • If you selected Weekly, enter the frequency of occurrence in weeks and select the day of the week when you want the report to be generated.
      Figure 79 Report Recurrence – Weekly
    • If you selected Monthly, enter the frequency of occurrence in months and specify the day when you want the report to be generated. Select one of the following options:
    • To schedule the report on a specific day of the month, for example, the twenty-seventh, check Day of the month and enter the day.
    • To schedule the report on a specific day of the week within the month, for example the second Monday of the month, check The of the month and select X and Day of week from the drop-down lists.
      Figure 80 Report Recurrence – Monthly
    • If you selected Yearly, specify the frequency of occurrence in years, for example every two years, and specify the day for the recurrence of the report. Select one of the following options:
    • To schedule the report on a specific day of the year, check Day of and select the day and the month.
    • To schedule the report on a specific day of the week and month, for example, the first Sunday of January, check The of and select X, Day of week, and Month from the drop-down lists.
      Figure 81 Report Recurrence – Yearly
    • If you selected a recurring report, specify when the reporting should end. Select from the following options:
    • Never
    • After occurrences, and enter the number of occurrences
    • Date, and select a date from the calendar
      Figure 82 Report Recurrence – End
  6. Specify the report time frame.
    • For a report that is not recurrent, specify the actual time frame of the report.
      Figure 83 Report Time Frame for Report that is Not Recurrent
    • For a recurrent report, specify the report start date, time, and the time frame relative to the report generation time.
      Figure 84 Report Start Date and Time Frame for Recurrent Report

NOTE: A report time frame specifies the period for which the report is requested and it always has a beginning date and time and an end date and time. For a report that is not recurrent, enter the actual dates and times. For a recurring report, the time frame is specified relative to the moment when the report is run, and can be previous hours, days/weeks, months, or years.
The start date and time (and for weekly reports for day of the week) determine when the report is run for the first time. At execution time, the relative time frame is converted to the actual dates
and times. The actual time frame always starts at the top of the hour, day, week, month, or year and is based on the selected time zone and day of the week. For example, if a report is scheduled to run every day at 5:45 P.M. for the previous two hours, then the actual time frame of the report is from 3:00 P.M. to 5:00 P.M. of the day when the report is run.

  1. Enter the e-mail addresses of the recipients of the report.
  2. Enter the remaining parameters, as required. For the description of the remaining parameters, see the Placetel UC-One Call Center Reports Guide.
  3. Run Report
  4. Click Schedule Report.
    The report is scheduled. It is run at the specified times and sent to the recipients configured in the report schedule.
Manage Scheduled Reports

You can list, modify, and delete scheduled reports.

To manage scheduled reports:

  1. Click the Reporting link at the top right-hand side of the main window. A Report window appears.
  2. From the drop-down list, select Scheduled Reports. A Scheduled Reports dialog box appears, listing the reports that you have scheduled.
    Figure 85 Scheduled Reports Dialog Box
  3. To edit a report, click the Load button in the row for the report, and modify the report as required.
  4. To delete a report, click the Delete button in the row for the report

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