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myReports

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myReports is a JAVA based client for creation of historical reports for OpenScape Office from a Desktop PC.

myReports offers beneath pure Contact Center related reports also reports about call history for all users and the use of OpenScape Office Voicemail resources.

The SW is part of OpenScape Office SW and bound to OpenScape Office SW version. The SW version of my Reports is not identical with the SW Version of OpenScape Office.

The following description refers mainly to myReports Version V.2.9.14 , whereas the features, which are included in OpenScape Office V3R3 (myReports V9.1.17), are also addressed as an overview.
Deviations may occur for previous or subsequent versions of OpenScape Office.

myReports screenshot


Contents

Overview

Features

The user portal myReports offers comfortable functions for creation of historical reports to the user. User can select a report out of over 100 predefined topic oriented historical reports.

The automation functions of myReports allow user on one hand an 'ad hoc' report generation, report output on his Desktop and on the other hand a scheduled sending of report by e-mail. my Reports is able to export the generated reported data in common export Formats in case data should to be processed on by other programs afterwards.

myReports screenshot


Differences to previous versions

From OpenScape Office V3R3 on myReports offers:

Feature Details

Improved Handling

  • Automatic storage of reports within the PC filesystem or at a storage location within the network.
  • Selection of multiple agents within some reports
  • Selection of multiple groups within some reports
  • Default values in the query for business hours and and 24/24 reports

New Report Templates

  • Caller number (CLI) based report templates
  • Fax and e-mail related report templates
  • Customer ID related report templates

Improved Privacy

  • Suppression of the last 4 digits of the CLI in CLI specific reports
  • Suppression of "non visible marked numbers" within the internal directory report

Features in detail

User login

User can use a myReports Client with his assigned login and password. For use of myReports userrole has to be set to administrator within the contact center user configuration.


Individual language setting

Within the login dialog box user can selct the language for the myReports user interface. He can choose:

  • Czech
  • German
  • English
  • Spanish
  • Finnish
  • French
  • Italian
  • Dutch
  • Polish
  • Portuguese
  • Russian

The language settings also apply to the generated report.

Schedule Manager

The schedule manager of myReports offers the possibility to generate scheduled reports using predefined report templates and to send them to printer, PC-Desktop or by e-mail to the desired destination or simply to store the report.

Every user can store the settings for his report queries individually for further use. The queries are stored under mySchedules and can be edited, deleted, stored again or executed.


Support of Schedules

User can define a schedule for the report generation by entering following paramaters.

Parameter Description
Report template User selectes the desired reports template by mouseclick within the the Report Explorer.
Time of execution User can configure the following execution times for the schedule:
* Start Date - The execution of the schedule is initiated on the start date.
* End Date - The execution of the schedule is repeated at the configured recurrence

intervals until the end date is reached.

* Start Time - The schedule is run for the first time at the time specified here.

If multiple schedules are to be run at the same time, the corresponding reports are generated at intervals of one minute each for performance reasons. This has no effect on the contents of the reports.

* End Time
Delivery by E-mail Scheduled reports are sent to your e-mail address. This requires an e-mail account to have been configured for sending reports. To receive the e-mail, your

e-mail address must have been configured in the communication system.

Recurrence You can configure the following types of recurrence for the execution of a

schedule based on the time specified for the first execution.

* Hourly
* Daily
* Every n days
* Weekly
* Every n weeks
* Monthly
* Every n months
* Yearly
Further report template related input fields *Queue name
* Agent / User
* Wrap up description
* Wrap up group
* Business hours only
Output format User can choose one of the following file output format for preview and e-mail attachment:
* Excel
* PDF
* Word
* PostScript

Manage stored Schedules - mySchedules

The mySchedules function of myReports support the used in managing his stored schedules. MySchedule presents a list of all user individual defined and stored schedules together with schedule properties like:

Parameter Description
Schedule Name Schedule Name
Start Schedule The execution of the schedule is initiated on the start date.
End Schedule The execution of the schedule is repeated at the configured recurrence

intervals until the end date is reached.

Recurrence Recurrence type and interval. User can sort schedules within a colums alphanumerically in ascending or descending order.

For every schedule user can choose additional functions like delete, edit, and display details:

  • Time for first execution
  • Outputformat of the file
  • optional: Recipient´s e-mail-address
  • optional: further specifications for recurrence

Report Preview

User is able to prewiew a defined report, which he has stored previously within the Schedule Manager, before the report request is executed. The Schedule Manger offers tje possibilty to open a stored request to modify the reuest parameters and to store it again using the same or another name. It offers also to delete a stored request.

Ad hoc sending of reports via e-Mail

User is able to send a report as attachment ad hoc via e-Mail to any e-mail recipient. The sender e-mail address starts always with the user e-mail address stored within the system and can be enhanced with by additional information

Report Manager

User can manage report templates by using the Report Manager, which shows a list of all report templates with the following details

  • ID number
  • Report template name
  • Report template group

User is able to sort the report templates alphanumeric ascending, descending, or filtered within a report template group. In addition he is able to add or deleted the reports which were modified using the integrated Report designer BIRT. Standard or built-in report templates cannot be deleted by the Report Manager. Adding a report offers the option for the user to create a new report template group and store the new template within this group or to add it to an existing group. All added report templates are available within the report explorer together with the standard report templates.


Report Explorer

myReports displays all available report templates within the Report Explorer arranged by groups. After new installation of myReports following groups are available

  • Agent Activity
  • Agents
  • Call-History
  • Calls
  • Other
  • Performance
  • Queues
  • User Status
  • Wrap-up-Codes

User Individual Settings

User can adapt myReports according to his needs within the following points

Parameter Description
Password for certain actions Certain actions within myReports are password protected and require the administrator password for myReports. The password setting is valid for a l l users of my Reports.
E-Mail-Template User can modify the subject and information text for scheduled e-mails send out by MyReports. He can choose between:
* Text - format
* HTML – format
Number prefixes for some reports User has to define the numbers or number prefixes so that myReports can distinguish between "mobil-", international-, tollfree-calls etc. within certain reports.

Report Designer BIRT RCP

The powerful Business Intelligence and Reporting Tools (BIRT RCP) is integrated within myReports. It can be used either to modify existing report templates or to create new report templates from scratch. Successful handling of BIRT requires know how about BIRT handling also know how about database stuctures, SQL, and Java.

myReports supports BIRT user with the bind of my Reports templates directly into BIRT and with the capability to integrate new report templates into the my Reports report manager.

Additional information about BIRT can be retrieved from the following Internet link External Link to BIRT.

Documentation

User manual

Report Description and Examples

The following documents contains the output of all reports, report descriptions, and some general information about counting of Contact Center calls.

This document refers to myReports Version V.9.1.17 (OpenSape Office V3R3)

Report description within the document may differ in content from the reports built in the current version of myReports.

Other important sources within this Wiki for OpenScape Office

Software Deployment

myReports is part of OpenScape Office SW image.
The following options are available for providing installation files to users:

  • The administrator downloads the installation files from the Download Center and provides them to users via a network drive, for example.
  • They can access the installation files directly via a network drive connected with \\<IP address of OpenScape Office>\applications

The installation files are located in the install-common folder. For login credentials refer to your system administrator

Licensing

A license is required for the use of myReports.
myReports can only be started once per system, so only one license is required for it. The Contact Center basic license package is a prerequisite. Standard reporting is already included in myAgent.


External Links

Official BIRT website

BIRT flash movie named “My First Report”.

BIRT Report Designer Help