The internal reports that can be generated by the Contact are operational reports, designed to be used by supervisors for the day-to-day running of the Contact system. They focus on a detailed view of recent events.
Management reports tend to cover longer periods, with a higher degree of aggregation. For these reports, presentation, including graphics, tends to be important. Users need to be able to manipulate the data and create their own reports to suit a company’s requirements on data presentation. Numerous Business Intelligence (BI) tools are available that enable users to do this. Most of these are designed to run on separate SQL databases, which are best suited to run large aggregations.
For this reason, the Contact supports the ability to send key event data for companies to a remote host server that is external to the Contact system, known as an “offline reporting destination”.
Each offline reporting destination is defined either by the platform owner or a reseller administrator with the required feature licensed. Multiple offline-reporting destinations can be defined, meaning that different companies can send event data to different destinations and/or a single company can send event data to more than one location. The company can then use the BI tool of their choice either to enable customers to access their event data or to create reports themselves as a service and distribute these to customers.
Note: It is the responsibility of the platform owner or reseller to take the events transmitted and to load them into their database of choice. The event data is sent as HTTPS POST packets with the event encoded in JSON.
The following channel event types can be sent to an offline reporting destination:
- Agent calls
- Agent chats
- Agent emails
- Agent SMS
- Agent status
- Contact calls
- Contact chats
- Contact emails
- Contact SMS
- Missed calls
- Queue calls
- Queue chats
- Queue emails
Offline reporting is configured in two stages:
- Platform owner and reseller administrators specify the offline reporting destinations to which events are transferred
- Company administrators can determine which events are sent to which reporting destination.