Reports – Supervisor – Enhanced Call Center Reporting

1.

Report Portal Overview

Select the Reporting tab from the menu to access reports from your existing report library. Agents can only view reports while supervisors can add, modify, copy, and delete reports. Deleted reports are held in the recycle bin for 30 days. To exit the portal and return to the welcome screen, select the Home icon displayed on the menu.

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• The Report List is where all your reports are displayed before running. You can access it by clicking on the menu button.
  • Supervisors are provided with the following:
  • Agent Reports
  • Call Center Reports
  • Dashboard Sub Reports
  • Call Center Agent Reports (New)
  • Call Center Wallboard (New)
  • Recapture Lost Callers (New)
  • What’s Happening Now (New)
• Pin - Pin the reporting menu
• Plus - Add a new report or a default report.
• Copy Report - Select a report to copy it.
• Trashcan - Deletes a report.
• Settings - Access the following:
  • What’s New
  • Privacy Notice
  • Cookie Policy
  • Terms of Service
  • Set Language
  • Change Password
  • View Server info.
• Flag - Restart the portal tour
• Bell - Add notifications
• Help - Access the documentation portal to view guides and get assistance with navigating call center.

• The Active Reports area shows currently open (run) reports. The bottom tabs allow you to select the current report in the Active Report Area.
• You can also drag & drop a Report Tab to change its overall display order within the Active Report area.

The remaining icons in the Report Toolbar allow you to:

• Report Properties - Modify and specify the style of a report and its filtering parameters.
• Download a report.
• View a Snapshot of the currently displayed report.
• Apply Device filters.
• Refresh the displayed report to re-calculate its call statistics using the current filter values.
• Adjust the desktop wallboard tiles.
• Change the date/period for the report.
• Close the report.

2.

Run & Manage Reports

A set of default reports is created for each report style supported by the application. You can delete or change any of these default reports or create new reports to add to this list.

To manually run a report, select it from the Report List. This displays this report’s data within the Active Report display area.

To manage the criteria run within this report, select the Report Properties icon. Toggle Advanced to view additional options. This window contains multiple property tabs that allow you to modify the following criteria:

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• Report
  • Style - Specifies what type of content data is displayed within the corresponding report when it is run. For example, the style controls how the report is grouped.
  • Name - The default name of the report selected, which you can modify by simply selecting the field and entering a new name.
  • Folders where the report can belong and be seen from the Report list.
  • Note - Specify a comment or additional description for the report.
  • Display Options - Choose how you want your report displayed. Almost all reports support being displayed as a chart but depending on your license type, you can run them as a grid, in columns, or rows. Choose additional display preferences here.
  • Date/Time -allows you to run the corresponding report for a fixed & custom date/time range.
• Filter -Specifies locational filtering parameters that the report is specifically run against, such as devices and/or ACD agents.
• Other -Contains other less commonly used filtering parameters.
• Fields - Configure which specific statistics or property columns are displayed within the corresponding report.
• SLA/KPI - Modify service-level settings and configure other calling-related options.
• Alarms - Is used for certain report-style types that support alarms. Settings in this tab are used to turn report alarms on or off and configure time threshold values for when alarms are triggered.
• Note: This tab is hidden when the corresponding report's date/time setting is selected to run across a duration other than "Real-Time".
• Scheduling - Allows you to configure when the corresponding report will automatically run and be e-mailed to you without needing to be signed into the application. Choose when the report is to be run from the drop-down. And specify the day and time. Choose the format you would like to receive the report and choose from the Advanced settings, if applicable to your specific report.
• Financial - If available, allows the configuration for how financial/monetary call statistics are calculated, which is done by assigning estimated sales orders or monetary values to successful inbound & outbound calls, as well as specifying a call strike rate as the number of calls per sale/order.
• Settings - Change various settings that affect how inbound call statistics are calculated, including "% Service Level" and other answer performance statistics like "Answered <= 15s", etc.
• Print -Allows certain display options to be configured for when the printable report and/or exported output is generated.

Advanced - Change Parameters and settings for your report.

Note: Certain report styles can only be run when the current user is configured to allow the appropriate reporting license level. Additionally, the allowed report styles are also controlled by the selected telephone system(s) capabilities and partition(s) currently set against the corresponding report within the Filter tab. Report styles that are currently unavailable are shown with "(Unlicensed)" displayed after the report type's description.

3.

Desktop Wallboard

The Desktop Wallboard style displays real-time statistics in large individual tiles, where each statistic can have a specifically configured alarm. This display is useful to show an overall summary of business or call center performance, which for some appropriate environments can be displayed on a large screen to show key call handling metrics to phone users, team leaders, and managers.

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Hovering over the fields in each tile will give you a tooltip of what that field is reporting. When a desktop wallboard report is run, the report's toolbar displays the tile arrangement button, which allows you to select how desktop wallboard tiles are displayed between various automatic arrangement types or specifically choose to display the wallboard report in chart viewing mode:

• Tile In Grid

  Arrange sizes & arrange all statistic tiles as a grid to fit within the available horizontal & vertical viewing area.

• Tile As Columns

  Arrange all statistic tiles as a single horizontal row to fit within the available horizontal viewing area.

• Tile As Rows

  Arrange all statistic tiles as a single stacked vertical column to fit within the available vertical viewing area.

• Display As Chart

  Displays the corresponding wallboard report as a chart.