Call Center (Supervisor) – Reports

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Reports

Call Center provides reporting functions for supervisors to report on the activity and performance of agents and call centers under their supervision. These reports are also referred to as Enhanced Reports.

There are two main categories of reports:

  1. Agent Reports – displays individual agent performance
  2. Call Center Reports – displays the performance of the call center queue

Running Reports

To run a report:

  1. From the Call Center portal, click the Reporting link in the upper right corner.
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  3. A Report window appears. Select a report template from the drop-down list. Options will include all Agent and Call Center report templates.
  4. The page displays the input parameters for the report, which will vary depending on which report template you choose. Fill in the required information. The section below provides information regarding each input parameter option.

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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.

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For Call Center Reports, it specifies the call centers or Dialed Number Inbound Service (DNIS) numbers to include in the report. You can check All Call Centers, Call Center, or DNIS. If you check Call Center, select call centers from the drop-down list. If you select DNIS, select a call center and DNIS numbers from the drop-down list. For DNIS, you can also select ALL DNIS.

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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.

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

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Report Parameters

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.  Allowed Value –  1 through 7200.

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. Allowed Value –  1 through 7200. Allowed Value –  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.

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.

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. Allowed Value –  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 real-time 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. Allowed Value – Historic 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:

  • 180 days of half-hour interval statistics
  • 365 days of hourly interval statistics

730 days of daily interval statistics. Allowed Value – MM 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. Allowed Value – 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. Allowed Value – MM 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. Allowed Value – 1:00am through 12:59am, 1:00pm through 12:59pm, or 0:00 through 23:59

Sampling

This sampling period is only applicable to interval-based 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. Allowed Value – 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. Allowed Value – PDF, XLS, HTML

Schedule a Report

To schedule a report:

  1. Click the Reporting link at the top right-hand side of the main window. A Report window appears.
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  3. Select a report template from the drop-down list. The page displays the input parameters for the report.
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  5. Provide the name and the description of the report. For example, “Sales Queue – Monthly.”
  6. For Type, select Scheduled.
  7. Specify the recurrence pattern. From the Recurrence drop-down list, and select the type of recurrence for the report from the following options:  Never, Daily, Weekly, Monthly, or Yearly. It never signifies that this is a one-time report.
    • If you select Never, enter the date and time when you want the report to be generated.
    • If you selected Daily, enter the frequency of occurrence in days.
    • 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.
    • 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 <X> <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 <X> <Day of week> of the month and select the day of the week from the drop-down lists.
    • 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.
  8. Specify the report time frame.
    • For a report that is not recurrent, specify the actual time frame of the report.
    • For a recurrent report, specify the report start date, time, and the time frame relative to the report generation time.
  9. Enter the e-mail addresses of the recipients of the report.
  10. Enter the remaining parameters, as required.
  11. Run Report
  12. Click Schedule Report. The report is scheduled. It is run at the specified times and sent to the recipients configured in the report schedule.

Please 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 <x> hours, days/weeks, months, or years.  The start date and time (and for weekly reports for the 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.

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.
  2. From the drop-down list, select Scheduled Reports. A Scheduled Reports dialog box is displayed listing the scheduled reports.
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  4. To edit a report, click the Load button in the row for the report, and modify the report as required.
  5. To delete a report, click the Delete button in the row for the report.