The Reports page allows company administrators with the Reports: Modify privilege to generate a statistics report based on specific criteria and download the report.
The statistics that are displayed online can be included in regular reports, which can be generated according to ad-hoc queries. The reports can then either be downloaded from the web interface or delivered by email according to a schedule, enabling company administrators and supervisors to keep records on performance and view statistics information at a later date.
Reports can be generated and downloaded for:
- Call-data statistics, such as service-number calls, queue calls and agent calls
- Status-data statistics, such as working hours and break times
- Diagnostics data, such as status changes for agents
- Email data, for agents and email queues
- Webchat data, for agents and webchat queues
- Work-item data, for agents and work-item queues
- Outbound SMS messages, for agents, recipients and templates.
Note: Reports are a licensable feature of the system.
Load/Create Report #
This section allows you to create a new report or edit an existing one. Loading or creating a report
Saved Reports: A list of reports that have already been defined.
Report Tool #
This section allows you to generate a custom report.
Report Type: The data type for which statistics are reported:
- Call Data Reports
- Status Data Reports
- Diagnostic Reports
- Email Data Reports
- Webchat Data Reports
- Work Item Data Reports
- Outbound SMS Data Reports
Report Subtype: The data subtype for which statistics are reported:
- For Call Data Reports, you can select:
- Service Number Report
- Queue Report
- Agent Report
- IVR Report
- Call Classification Report
- Call Transfers Report
- Queue Transfers Report
- Voicemail Report
- Callers Report
- Call Flow Report
- Calls Report
- External Destination Report
- Scheduled Calls Report
- Unreturned Missed Calls Report.
- For Status Data Reports, you can select:
- Working Hours Report
- Break Reasons Report
- For Diagnostic Reports, you can select:
- Status Change Report
- Activity Audit Report
- For Email Data Reports, you can select:
- Email Agent Report
- Email Classification Report
- Inbound Email Report
- Email Flow Report
- Email Queue Report
- For Webchat Data Reports, you can select:
- Webchat Agent Report
- Webchat Flow Report
- Webchat Queue Report.
- For Work Item Data Reports, you can select:
- Work Item Agent Report
- Work Item Queue Report
- For Outbound SMS Data Reports, you can select:
- SMS Agent Report
- SMS Recipient Report
- SMS Template Report
- For Safe-Pay Data Reports, you can select:
- Safe-Pay Agent Report
- Safe-Pay Payments Report
<Report subtype filters>: Items specific to the Report Subtype, for example, a list of agents for an Agent Report.
Columns: The specific columns to display in the report.
Start/End: The earliest date and time and the latest date and time for which statistics are reported.
Note: For inclusion in reports, the Start time of a call is logged as the time when the caller makes the call (the time when the caller connects to the service number), not the time when the agent answers the call. For example, the Start time is set to 09:00. If a caller dialled the service number at 08:50 (which would be logged as the start time) and the agent answered the call at 09:15, the call would not be included in the report, as the start time was earlier than 09:00. Only calls that were made at 09:00 onwards would be counted.
<Buttons>: The day/week/month/quarter for which statistics are reported.
Day and Time Filter: The days of the week and time range for which statistics are reported.
The Day and Time Filter allows you to refine a weekly report such that only statistics between these hours for specific days are reported. For example, you might only want to see the statistics for the spike in calls that happens between 9am and 10am on Mondays and Fridays.
Note: For inclusion in reports, the Start time of a call is logged as the time when the caller makes the call (the time when the caller connects to the service number), not the time when the agent answers the call. For example, the Start time is set to 09:00. If a caller dialled the service number at 08:50 (which would be logged as the start time) and the agent answered the call at 09:15, the call would not be included in the report, as the start time was earlier than 09:00. Only calls that were made at 09:00 onwards would be counted.
Aggregations: The grouping for which statistics are collected and combined in the report. This depends on the Report Subtype.
Advanced: Values refining the statistics that are reported. These depend on the Report Subtype. Not all Report Subtypes have Advanced parameters.
Filters: Filters refining the statistics that are reported. These depend on the Report Subtype. Not all Report Subtypes have Filters.
Related tasks
Loading or creating a report