myReports

myReports screenshot

The user portal myReports offers comfortable functions for creation of historical reports to the user. User can select a report out of over 80 predefined topic oriented historical reports. If necessary user can modify existing report templates according to his needs using the built in report generator.

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.

General

Information given here have to be considered as "informal only". No warranty can be given for technically correctness.

Referred Version

myReports V.2.8.1 was the base for this description. Later versions may differ in functionality.

Other importent sources within this Wiki for OpenScape Office

OpenScape Office FAQ

Features in detail (partially still in German language)

User login

User can use a ny 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	Beschreibung
Report Vorlage	Der Anwender wählt die Reportvorlage über einen Mouse click im Report Explorer aus
Zeitraum der Ausführung	Der Anwender kann folgende Zeitpunkte für die Ausführung des Zeitplans konfigurieren:
	* Startdatum - Der Zeitplan wird ab dem Startdatum ausgeführt.
	* Endedatum - Die Ausführung des Zeitplans wird bis zum Erreichen des Endedatums im konfigurierten Intervall wiederholt.
	* Start Uhrzeit - Der Zeitplan wird um diese Uhrzeit zum ersten Mal ausgeführt. Falls zur selben Uhrzeit mehrere Zeitpläne ausgeführt werden sollen, werden die entsprechenden Berichte aus Performancegründen jeweils im Abstand von einer Minute erstellt. Der Inhalt der Berichte ist davon unberührt.
	* Ende Uhrzeit
Bereitstellung per E-Mail	Zeitgesteuerte Berichte werden an die zuvor eingestellte E-Mail-Adresse gesendet.
Wiederholung	Der Anwender kann für das Ausführen des Zeitplans bzw. die Erstellung des Berichts folgende Arten der Wiederholung konfigurieren, basierend auf dem ersten Ausführungszeitpunkt

	* stündlich
	* täglich
	* alle n Tage
	* wöchentlich
	* alle n Wochen
	* monatlich
	* alle n Monate
	* jährlich
Weitere Report Vorlage individuelle Angaben	*Name der Warteschlange
	* Agent / Benutzer
	* Nachbearbeitungsbeschreibung
	* Nachbearbeitungsgruppe
	* Nur zu den Geschäftszeiten
Ausgabeformate	Der Anwender kann bei der Berichtsvorschau und beim E-Mail-Versand eines Berichts eines der folgenden Ausgabeformate wählen:
	* Excel
	* PDF
	* Word
	* PostScript

Manage stored Schedules - mySchedules

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

Parameter	Beschreibung
Name des Zeitplans	Name des Zeitplans
Startzeitplan	Beginn des Zeitraums, in dem der Zeitplan ausgeführt wird.
Endezeitplan	Ende des Zeitraums, in dem der Zeitplan ausgeführt wird.
Wiederholung	Art und Intervall der Wiederholung. Der Anwender kann die Zeitpläne nach einer Spalte alphanumerisch auf- oder absteigend sortieren.

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

Uhrzeit für die erste Ausführung
Ausgabeformat
falls zutreffend: E-Mail-Adresse des Empfängers
falls zutreffend: weitere Details zur Wiederholung

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-Maul to any e-mail recipient. The sender e-mail address starts alwaxs with the user e-mail address stored within the system an can be enhanced with by additional information

Report Manager - Reportvorlagenverwaltung

Der Report Manager dient dem Anwender zur Verwaltung der Berichtsvorlagen von ,myReports und zeigt eine Liste aller Berichtsvorlagen mit folgenden Details:

Identifikationsnummer
Berichtsvorlage Name
Berichtsgruppe

Der Anwender kann sich die Berichtsvorlagen nach einer Spalte alphanumerisch auf- oder absteigend sortiert, Sowie gefiltert nach Berichtsvorlagegruppen darstellen lassen. Der Reportmanager bietet darüber hinaus die Möglichkeit die mit dem integrierten Berichts-Designer veränderten bzw. neu erstellten Berichtsvorlagen zu den bestehenden Vorlagen hinzufügen und wieder zu löschen. Standard Berichtsvorlagen können mit dem Berichtmanager nicht jedoch nicht gelöscht werden. Bei Hinzufügen besteht für den Anwender die Option auszuwählen ob er die modifizierte Reportvorlage in eine neue Gruppe einsortiert oder zu einer der bestehenden Gruppen hinzufügt. Alle neu eingefügten Berichtsvorlagen stehen anschließend im Bericht Explorer zusammen mit den Standard Berichtsvorlagen zur Anwendung zur Verfügung.

Report Explorer

myReports zeigt alle zur Verfügung stehenden Berichtsvorlagen Report-Explorer nach Gruppen gegliedert an. Im Auslieferungszustand sind folgende Gruppen definiert.

Agenten-Aktivität
Agenten
Call-Geschichte
Calls
Andere
Leistung
Warteschlangen
Benutzer Anwesenheitsstatus
Wrap-up-Codes

Individuelle Programmeinrichtung

Der Anwender kann myReports entsprechend seinen Bedürfnissen in folgenden Punkten anpassen.

Parameter	Beschreibung
Kennwort für bestimmte myReports Aktionen	Bestimmte Aktionen in myReports erfordern das Administrator-Kennwort. Das eingestellte Kennwort gilt für alle berechtigten my Reports Anwender
E-Mail-Vorlage	In der E-Mail-Vorlage kann der Anwender den Betreff und den Nachrichtentext für alle E-Mails, mit denen myReports zeitgesteuerte Berichte versendet. Konfigurieren. MyReports unterstützt:
	* Text - Format
	* HTML – Format
Rufnummern-Präfixe für die Auswertung in bestimmten Reporten	Damit myReports in bestimmten Berichten unterschiedliche Arten von Verbindungen wie z. B. mobil oder international berücksichtigen kann , muss der Anwender die entsprechende Rufnummern-Präfixe konfigurieren.

Berichts-Designer BIRT RCP

Für die Anpassung der bestehenden Report Vorlagen bzw für die Neuerstellung von Reportvorlagen stellt myReports den Anwender das mächtige Tool BIRT RCP Designer fü die professionelle Berichtserstellung zur Verfügung. Die erfolgreiche Handhabung des Berichtsdesigners erfordert neben Kenntnissen über BIRT RCP selbst auch Kenntnisse über Datenbankstrukturen, SQL und Java. myReports unterstütz den BIRT RCP Anwender durch die Vordefinition der Datenbankanbindung, durch die Einbindung der in myReports verwenden Reporttemplates in BIRT sowie durch ein Datentransferprogramm zur Integration des neu erstellten Reporttemplates in myReports.

Weiter Informationen zu BIRT sind im Internet unter den Externen Link zu BIRT zu finden.

Description of built-in "Standard Reports"

my Reports Standard Reports are categorized in:

Agent Activity Reports - Contact center relevant.
Agents Reports - Contact center relevant.
Call History Reports - system wide reports, not only Contact Center
Calls Reports - Contact center relevant
Performance Reports - Contact center relevant
Queues Reports - Contact center relevant
User Presence Status - Contact center relevant
Wrap-up Codes - Contact center relevant
Other - system wide reports, not only Contact Center

Agent Activity Reports

The focus of these reports is set to agent activities. Other system users are not considered within these reports.

Report	Description	Output	Format
Logged In Times	This report represents the login, logout and logged in times in specified date interval for selected agent.	Login time	Table
		Logout time
		Logged In time
		Daily total Logged in time
		Total Logged in time
Missed Call Times	Displaying missed call times in specified date interval for selected agent	Start Time	Table
		End Time
		Daily total Missed Call Time
		Total Missed Call Time
On Break Times	Displaying break times in specified date interval for selected agent	Start Time	Table
		End Time
		Break Name
		Default Break Interval (min.)
		Actual Break Time,
		Daily total Break Time
		Total Break Time
Status ( All Agents ) Daily	Displaying status details ( Logged, On Break, Work, Missed Call) by agents for one specified day.	Start Time	Tables grouped by agents
		End Time
		Status Name
		Status Duration
Status ( By Agent ) Daily	Displaying status details for selected agent and specified day.	Start Time	Table & Graphic
		End Time
		User Status
		Duration
Work Times	Displaying work times in specified date interval for selected agent.	Start Time	Table
		End Time
		Work Time
		Daily total Work Time
		Total Work Time

Agents Reports

This group of reports is contact center related the included reports refer to agent issues in general. Other system users are not considered within these reports.

Report	Description	Output	Format
Average Grade Of Service by Agent (hourly) (G.O.S)	This report show hourly average grade of service for specified agent in a specified date range	Average Grade of service in percent	Graphic
Average Grade Of Service by Agent – Daily (G.O.S (Daily))	This report show hourly average grade of service for specified agent in a specified date range ( there is a different graphic for each day in the specified date range)	Average Grade of service in percent	Graphic
Private Calls ( All Agents )	This report show details about the agent private calls in the specified date range.	Agent	Table
		Agent Extension
		Department
		Number of calls
		Talk Time
		% of total talk time
Private Calls ( By Agent )	This report show detailed information about the agent private calls for the specified agent in the specified date range.	Call Date	Table
		Start Time
		Calling Number
		Called Number
		Direction I/O ( Inbound/Outbound)
		Talk Time
		Daily Total Number of Calls
		Daily Total Talk Time
		Total Number of Calls
		Total Talk Time
All User Calls ( By Agent)	This report show detailed information about all user calls for the specified agent in the specified date range.	Call Date	Table
		Start Time
		End Time	The values are grouped daily
		Calling Number
		Called Number
		I/C – Incoming calls ( Yes or No)
		O/Q – Outgoing Call ( Yes or No)
		Int – Internal Call ( Yes or No)
		Talk time

All User Calls ( By Agent) #2	This report show detailed information about all user calls for the specified agent in the specified date range.* Difference with the report All User Calls ( Per Agent ) is that this report has no “Business hours only” parameter,	Call Date	Table
		Start Time
		End Time	The values are grouped daily
		Calling Number
		Called Number
		I/C – Incoming calls ( Yes or No)
		O/Q – Outgoing Call ( Yes or No)
		Int – Internal Call ( Yes or No)
		Talk time

Call History Reports

These reports contain system wide information and not only contact center related information.

Report	Description	Output	Format
External Calls Per User	This report shows information about the user external calls for the specified user in the specified date range.	Call Date	Table
		Start Time
		End Time
		CLI -
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		* The values are grouped daily
Incoming Calls (Free Calls) - Per User	This report shows incoming - free calls details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Calling Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Incoming Calls (International) - Per User	This report shows incoming - international calls details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Calling Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Incoming Calls (Mobile/Cell) - Per User	This reports show incoming - mobile/cell calls details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Calling Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Incoming Calls (Other External Calls) - Per User	This report shows incoming - *other calls details for the specified user in the specified date range.	Start Time,	Table
	*other calls means not international, free, pay, mobile/cell and specific calls	End Time,
		Calling Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Incoming Calls (Specific Calls) - Per User)	This report shows incoming - *specific calls details for the specified user in the specified date range.	Start Time,	Table
	*incoming specific calls means incoming calls filtered by specific call number prefix	End Time,
		Calling Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Incoming Calls Per User	This report shows information about the incoming calls for the specified user in the specified date range.	Calling Number,	Table
		Date of call,
		Start Time,
		End Time,
		Length of call,

		Daily total length of calls per calling number
		Daily total number of calls per calling number

		Total length of calls
		Total number of calls

		* The values are grouped daily per calling number
Incoming Calls Report - Group	This report shows information about all incoming calls grouped by departments.	Department,	Table
		User,
		Extension,
		Total number of calls per user,
		Total ring time per user,
		Total talk time per user,

		Total number of calls, ring time and talk time per department.

		* The values are grouped by departments
Incoming Calls Report – Group Summary	This report shows summary information about the incoming calls per departments.	Department,	Table
		Total number of calls per department,
		Total ring time per department,
		Total talk time per department,

		Total number of calls, total ring time and total talk time ( all departments ).
Incoming Calls Report - User	This report shows information about the incoming calls for the specified user in the specified date range.	Start Time,	Table
		CLI – Calling number
		Ring Time,
		Talk Time,

		Daily total number of calls
		Daily total ring time
		Daily total talk time

		Total number of calls
		Total talk time

		* The values are grouped daily
Incoming Calls Report – User Summary	This report shows summary information about the incoming calls per users.	User First name,	Table
		User Surname,
		User Extension,
		Total number of calls per user,
		Total ring time per user,
		Total talk time per user,

		Total number of calls, total ring time and total talk time ( all users ).
Internal Calls Per User	This report shows information about the internal calls for the specified user in the specified date range.	Call Date	Table
		Start Time
		End Time
		CLI -
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		* The values are grouped daily
Missed Calls (Incoming) - Per User	This report shows incoming - missed calls details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Missed Call Time,

		Daily total missed call time,

		Total missed call time,
		Total number of missed calls,

		*The values are grouped daily
Missed Calls (Incoming) - Per User #2	This report shows incoming - missed calls details for the specified user in the specified date range. ( Including calling number details )	Start Time,	Table
		End Time,
		Calling Number,
		Missed Call Time,
		Daily total missed call time,

		Total missed call time,
		Total number of missed calls,

		*The values are grouped daily
Missed Calls (Outgoing) - Per User	This report shows outgoing - missed calls details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Missed Call Time,

		Daily total missed call time,

		Total missed call time,
		Total number of missed calls,

		*The values are grouped daily

Missed Calls (Outgoing) - Per User	This report shows outgoing - missed calls details for the specified user in the specified date range. ( Including called number detauls )	Start Time,	Table
		End Time,
		Missed Call Time,
		Called Number,
		Daily total missed call time,

		Total missed call time,
		Total number of missed calls,

		*The values are grouped daily
Outgoing Calls (Free Calls) - Per User	This report shows outgoing - free calls details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Called Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Outgoing Calls (International) - Per User	This report shows outgoing - international calls details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Called Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Outgoing Calls (Mobile/Cell) - Per User	This report shows outgoing - mobile/cell details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Called Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Outgoing Calls (Other External Calls) - Per User	This report shows outgoing - *other calls details for the specified user in the specified date range.	Start Time,	Table
	*other calls means not international, free, pay, mobile/cell and specific calls	End Time,
		Called Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Outgoing Calls (Pay Calls) - Per User	This report shows outgoing - pay calls details for the specified user in the specified date range.	Start Time,	Table
		End Time,
		Called Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Outgoing Calls (Pay Calls) - Per User	This report shows outgoing - *specific calls details for the specified user in the specified date range.	Start Time,	Table
	*outgoing specific calls means outgoing calls filtered by specific call number prefix	End Time,
		Called Number,
		Length of call
		Daily total number of calls
		Daily total length of calls

		Total number of calls
		Total length of calls

		*The values are grouped daily
Outgoing Calls Per User	This report shows information about the outgoing calls for the specified user in the specified date range.	Called Number,	Table
		Date of call,
		Start Time,
		End Time,
		Length of call,

		Daily total length of calls per called number
		Daily total number of calls per called number

		Total length of calls
		Total number of calls

		* The values are grouped daily per called numbers
Outgoing Calls Report - Group	This report shows information about all outgoing calls grouped by departments.	Department,	Table
		User,
		Extension,
		Total number of calls per user,
		Total ring time per user,
		Total talk time per user,

		Total number of calls, ring time and talk time per department.

		* The values are grouped by departments
Outgoing Calls Report – Group Summary	This report shows summary information about the outgoing calls per departments.	Department,	Table
		Total number of calls per department,
		Total ring time per department,
		Total talk time per department,

		Total number of calls, total ring time and total talk time ( all departments ).
Outgoing Calls Report - User	This report shows information about the outgoing calls for the specified user in the specified date range.	Start Time,	Table
		CLI – Called number
		Ring Time,
		Talk Time,

		Daily total number of calls
		Daily total ring time
		Daily total talk time

		Total number of calls
		Total talk time

		* The values are grouped daily
Outgoing Calls Report – User Summary	This report shows summary information about the outgoing calls per users.	User First name,	Table
		User Surname,
		User Extension,
		Total number of calls per user,
		Total ring time per user,
		Total talk time per user,

		Total number of calls, total ring time and total talk time ( all users ).

Calls Reports

Report	Description	Output	Format
Abandoned Calls Statistics	This report represents details about the abandoned calls by queues.	Queue,	Table
		Count,
		% abandoned,
		Max Queue Time,
		Abandoned % of Queue – number of abandoned calls per queue and % of all abandoned calls for that queue ( per queue time : 0-30 sec. ,31-60 sec. , 61-90 sec. , 91-120 sec. , 121-300 sec. , 300+ sec. )

		Totals for the columns : Count, Max Queue Time and number of calls for all columns showing Abandoned Calls per Queue Time interval
		Average totals in percents for all columns showing Abandoned Calls per Queue Time interval

		* Queue Time - The amount of time a caller has been waiting to get connected to an agent

Abandoned Calls Statistics – Details	This report represents details about the abandoned calls	Call ID,	Table
		Call arrived time,
		Queue,
		Queue time,
		Pickup time,
		CLI ( Calling number),
		Customer Company ,
		Average pickup time,
		Average queue time
Answered Calls Alert Times ( By Agent )	This report represent the alert times of answered calls for specified agent in the selected date range.	Day,	Table and Graphic
		Alert time ( call pickup time ) - daily,
		% of total alert time - daily,
		Total alert time
Answered Calls Alert Times ( All Agents )	This report represent the alert times of answered calls for all agents in the selected date range.	Agent,	Table & Graphic
		Alert time ( call pickup time ) - by agent,
		% of total alert time - by agent,
		Total alert time

Answered Calls Alert Times ( By Agent ) - Details	This report represent the alert times of answered calls for specified agent in the selected date range.	Time of call,	Table
		End of call waiting – time when the call is answered,
		Alert time ( call pickup time )
		Daily total alert time,
		Total alert time

Answered Calls Statistics	This report represent details about the answered calls by queues.	Queue,	Table
		Count,
		% answered,
		Max Queue Time,
		Answered % of Queue – number of answered calls per queue and % of all answered calls for that queue ( per queue time : 0-30 sec. ,31-60 sec. , 61-90 sec. , 91-120 sec. , 121-300 sec. , 300+ sec. )
		Totals for the columns : Count, Max Queue Time and number of calls for all columns showing Answered Calls per Queue Time interval
		Average totals in percents for all columns showing Answered Calls per Queue Time interval
		* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Answered Calls – Wrap Up Information	Displaying details including wrap up information for answered calls in the specified date range.	Call ID,	Table
		Arrived At,
		Queue,
		Agent login,
		Wrap up,
		CLI – calling number
		Daily total number of calls
		* The values are grouped daily

Callback Calls Report	Displaying callback details for all calls in the specified date/time range	Call Date,	Table
		Queue Name,
		Time of Call,
		Call ID,
		CLI – calling number
		Agent,
		Callback Number
		Daily total number of callback calls by queue
		Daily total number of callback calls ( all queues )

		Total number of callback calls

		*The values are grouped by queues and daily.

Call List By Agent	Call list for selected agent in the specified date/time range	Start Time,	Table
		End Time,
		Queue Name,
		Queue Time,
		Talk Time,
		CLI – Calling number
		Grade of service

		Total number of calls,
		Total Queue Time,
		Total talk time,

		* Queue Time - The amount of time a caller has been waiting to get connected to an agent

Call List By Queue	Call list for selected queue in the specified date range	Start Time,	Table
		End Time,
		Agent,
		Queue Time,
		Talk Time,
		CLI – Calling number
		Grade of service
		Total number of calls,
		Total Queue Time,
		Total talk time,
		* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Contact Center (Per Agents) - Chart	Number of calls ( Total number of calls, answered and missed calls) by agents for the specified date range.	Total number of calls	Graphics & Grids
		Total number of Answered Calls
		Total number of Missed Calls
Call Center (Per Agents) - List	Number of calls ( Total number of calls, answered and missed calls), percents of calls, average queue time and talk time by agents for the specified date range.	Agent,	Table
		Number of calls by agent ( All calls ) ( Nc)
		% of total number of calls by agent
		Number of answered calls by agent ( Na)
		% of total number of answered calls
		Number of missed calls by agent ( Nm )
		% of total number of missed calls

		Average queue time in seconds by agent
		Average talk time in seconds by agent

		Total number of calls ( Ntc)
		Total number of Answered Calls ( Nta)
		Total number of Missed Calls ( Ntm)

		Total average queue time in seconds ( all agents )
		Total average talk time in seconds ( all agents )

Contact Center (Per Queues) - Chart	Number of calls ( Total number of calls, answered and missed calls) by queues for the specified date range	Total number of calls	Graphics & Grids
		Total number of Answered Calls
		Total number of Missed Calls

Contact Center (Per Agents) – Queues List	Number of calls ( Total number of calls, answered and missed calls), percents of calls, average queue time and talk time by queues for the specified date range.	Output values :	Table
		Queue,
		Number of calls by queue ( All calls ) ( Nc)
		% of total number of calls by queue
		Number of answered calls by queue ( Na)
		% of total number of answered calls
		Number of missed calls by queue ( Nm )
		% of total number of missed calls

		Average queue time in seconds by queue
		Average talk time in seconds by queue

		Total number of calls ( Ntc)
		Total number of Answered Calls ( Nta)
		Total number of Missed Calls ( Ntm)

		Total average queue time in seconds ( all queues )
		Total average talk time in seconds ( all queues )

Contact Center Calls	Displaying call details ( missed, answered and abandoned calls) in the selected date/time range.	--Missed Calls	Table
		Call ID, Arrived At, Agent, Queue, Missed Call Time (sec.), CLI – calling number
		Average missed call time ( sec.), Total number of missed calls.

		--Abandoned Calls
		Call ID, Arrived At, Queue, Queue Time (sec.), CLI – calling number,
		Average queue time ( sec.), Total number of abandoned calls.

		--Answered Calls
		Call ID, Arrived At, Queue,Agent, Queue Time (sec.), Talk Time (sec,), Pickup Time (sec.) CLI – calling number,
		Average queue time ( sec.), Average talk time ( sec.), Average pickup time (sec.)
		Total number of answered calls.

Contact Center Summary	Number of calls, average queue time, talk time and pickup time by queues for the specified date/time range.	Queue,	Table
		Total number of call per queue,
		Average pickup time (sec.),
		Average talk time (sec.)
		Average queue time (sec.)

		Total number of calls,
		Total average pickup time, queue time and talk time

Contact Center Summary #2	Number of calls, average queue time, talk time and pickup time, number of callback calls and queue time by queues for the specified date range.	Queue,	table
		Total number of call per queue,
		Average pickup time (sec.),
		Average talk time (sec.)
		Average queue time (sec.)
		Callback Calls per queue
		Queue Time

		Total number of calls,
		Total average pickup time, queue time and talk time
		Total number of callback calls
		Total Queue Time

Contact Center Summary - Details	Number of calls ( Total number of calls, answered and abandoned calls), average queue time, talk time and pickup time by queues for the specified date/time range.	Queue,	Table
		Total number of call per queue,
		Average pickup time (sec.),
		Average talk time (sec.)
		Average queue time (sec.)
		Callback calls
		Answered Calls
		Abandoned Call

		Total number of calls,
		Total average pickup time, queue time and talk time
		Total number of answered calls
		Total number of abandoned calls

Contact Center Summary Answered Calls	Number of calls, average queue time, talk time and pickup time, number of callback calls and queue time of answered calls by queues for the specified date range.	Queue,	Table
		Total number of call per queue,
		Average pickup time (sec.),
		Average talk time (sec.)
		Average queue time (sec.)
		Callback Calls per queue
		Queue Time

		Total number of calls,
		Total average pickup time, queue time and talk time
		Total number of callback calls
		Total Queue Time

Missed Calls Report	Displaying details for missed calls in the specified date/time range.	Call Date,	Table
		Queue Name,

		Time of Call,
		Call ID,
		CLI – calling number,
		Customer name,
		Customer company,

		Daily total number of missed calls by queue
		Daily total number of missed calls ( all queues )

		Total number of missed calls

		*The values are grouped by queues and daily.

Performance Reports

Report	Description	Output	Format
Abandoned Calls Per Hour	Hourly representation of all abandoned calls in the specified date range	Number of abandoned calls	Table and Graphic
		% of all abandoned calls
		Total number of abandoned calls

Agent Call Percentage - Percentage of calls received by agents (All Queues)	Displaying information about the percentage and number of calls received by agents.	Agent	yes
		Number of calls by agent,
		% of total number of calls ( all agents),
		% of total talk time ( all agents),
		Total number of calls for all agents,
Agent Performance Details	This report show agent performance details for specified agent in a specified date/time range	Queue Name	Table
		Start Time
		Pickup Time
		Talk Time
		Grade of Service
		Daily Total Number of Calls, Pickup Time, Talk Time per queue
		Daily Average Grade of Service per queue
		Total Number of calls
		Total Average Pickup Time, Talk Time and Grade of Service

		* The values are grouped by queue and by day
Answered Calls Per Hour	Hourly representation of all answered calls for specified date range.	Number of answered calls	Table and Graphic
		% of all answered calls
		Total number of calls
Call Traffic By Queue Per Hour	Hourly representation of the number of calls for specified queue in the selected date range.	Time,	Table & Graphic
		Number of calls
		Total number of calls
		% of total number of calls
Call Traffic By Queue Per Hour (Daily)	Hourly representation of the number of calls for specified queue in the selected date range. (there is a different graphic and table for each day)	Time,	Table & Graphic
		Number of calls
		Total number of calls
		% of total number of calls
Contact Center Traffic Per Hour	Hourly representation of the number of calls in the selected date range. (Contact Center Traffic – Daily has different graphic and table for each day)	Time of call,	Table & Graphic
		Number of calls
		Total number of calls
		% of total number of calls
Contact Center Traffic per Hour – Daily	Hourly representation of the number of calls in the selected date range. (there is a different graphic and table for each day)	Time ( Hourly interval ),	Table & Graphic
		Number of calls
		Total number of calls
		% of total number of calls
Missed Calls Per Hour	Hourly representation of all missed calls in the specified date range.	Number of missed calls	Table and Graphic
		% of all missed calls
		Total number of missed calls

Queues Reports

Report	Description	Output	Format
Agent Call Queue specific -	Displaying information about the percentage and number of calls received by agents for selected queue in specified date range.	Agent,	Table and Graphic
Percentage of calls received by agents (By Queue)		Number of calls by agent,
		% of total number of calls ( all agents),
		% of total talk time ( all agents),
		Total number of calls for all agents,
Agent Properties	Displaying the agent properties for all available agents.	Agent	Table
		Queue
		Agent Type ( Primary or Overflow)
		Callback Calls ( Yes or No)
		Start Calls Overflow
		Start Seconds Overflow - Seconds of call in queue before it is delivered to Overflow Agent
		Work Time - in seconds
		Grand Totals for Start Call Overflow, Start Seconds Overflow and Work Time
		* The values are grouped by agents
Agent Queue Load --	This report shows queue load information for the specified agent in the specified date range.	Queue	Table & Graphic
Queue Load Per Agent		Number Of Call ( by queues)
		% of total number of calls
		Total Number of calls
Average Grade Of Service Per Queue	Hourly representation of the average grade of service for specified queue in the selected date range. (Average GOS Per Queue – Daily has different graphic for each day)	average grade of service (0-100%)	Graphic
Average Grade Of Service Per Queue – Daily	Hourly representation of the average grade of service for specified queue in the selected date range. (there is a different graphic for each day)	average grade of service (0-100%)	Graphic
			(there is a different graphic for each day)
Missed Calls Per Queue	Missed calls grouped by queues for call in the specified date range.	Queue Name,	Table and Graphic (Pie chart)
		Number of missed calls (per Queue),
		% of total number of missed calls
		Total number of missed calls
Queue Summary Details	Queue summary details for selected queue and specified date range.	Answered Calls,	Grid and Graphic
		Abandoned Calls,
		Other calls,

		Maximum Queue time for answered calls,
		Minimum Queue time for answered calls,
		Average Queue time for answered calls,

		Maximum Queue time for abandoned calls,
		Minimum Queue time for abandoned calls,
		Average Queue time for abandoned calls,

		Maximum Talk time for answered calls,
		Minimum Talk time for answered calls,
		Average Talk time for answered calls,

		Total number of calls
		Average grade of service for selected queue
Queue Traffic Comparison	Queue traffic comparison by numbers of calls for selected date/time range.	Queue Name,	Table and Graphic (Pie chart)
		Number of calls (per Queue),
		% of total number of calls
		Total number of calls

User Presence Status

Report	Description	Output	Format
User Presence Status ( All Users ) - Daily	This report shows the user presence status details for the “daily” office statuses : Meeting, Break, Lunch, Gone out, DND . The report data is selected for a specified day ( date ) and grouped by users.	Start Time,	Table
		End Time,
		Status ( Meeting, Break, Lunch, Gone out, DND- Do Not Disturb )
		Duration,

		* The values are grouped by users
User Presence Status ( All Users )	This report shows the user presence status details for the two “longest” statuses : Sick and Holiday.	User,	Table
	*The duration of these statuses in most of the cases will be in days unlike the duration of the others office statuses ( Meeting, Break, Gone Out,Lunch and DND) usually measured in minutes and hours.	Start Time,
		End Time,
		Status ( Sick or Holiday)
		Duration,
		Total duration time per user,

		Total duration time for all users,

		* The values are grouped by users
User Presence Status ( By User ) - Daily	This report shows the user presence status details for the “daily” office statuses : Meeting, Break, Lunch, Gone out, DND . The report data is selected for a specified user and the specified day ( date )	Start Time,	Table & Graphic*
		End Time,
		Status ( Meeting, Break, Lunch, Gone out, DND- Do Not Disturb )
		Duration
User Presence Status ( By User )	This report shows the user presence status details for the two “longest” statuses : Sick and Holiday. The report data is selected for a specified user in the specified date range.	Start Time,	Table
	*The duration of these statuses in most of the cases will be in days unlike the duration of the others office statuses ( Meeting, Break, Gone Out,Lunch and DND) usually measured in minutes and hours.	End Time,
		Status ( Sick or Holiday)
		Duration,

		Total duration time for the selected user,

Wrap-up Codes

The focus of these reports is set to display Wrap-up Code Usage for all queues, per queue, per wrap-up and per wrap-up group

Report	Description	Output	Format
Wrap-up Code Usage All Queues	This report shows wrap-up code usage details in the specified date/time range.	Wrap-up description,	Table and Graphic ( Pie chart displaying number of calls and % of total number of calls per wrap-ups)
		Count ( Number of Calls ) - per wrap-up
		% of total number of calls
		Average Talk Time -per wrap-up
		Talk Time – per wrap-up
		Average Queue Time – per wrap-up
		Totals for all previous values ( Average Talk Time, Talk Time, Average Queue Time)

		* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Wrap-up Code Usage Per Queue	This report shows wrap-up details for specified queue.	Wrap-up description,	Table and Graphic ( Pie chart displaying number of calls and % of total number of calls per wrap-ups)
		Count ( Number of Calls ) - per wrap-up
		% of total number of calls
		Average Talk Time -per wrap-up
		Talk Time – per wrap-up
		Average Queue Time – per wrap-up
		Totals for all previous values ( Average Talk Time, Talk Time, Average Queue Time)

		* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Wrap-up Code Usage Per Wrap-up Group	This report shows wrap-up details for selected wrap-up group in the specified date range .	Wrap-up description,	Table and Graphic ( Pie chart displaying number of calls and % of total number of calls per wrap-ups)
		Count ( Number of Calls ) - per wrap-up
		% of total number of calls
		Average Talk Time -per wrap-up
		Talk Time – per wrap-up
		Average Queue Time – per wrap-up
		Totals for all previous values ( Average Talk Time, Talk Time, Average Queue Time)
		* Queue Time - The amount of time a caller has been waiting to get connected to an agent
Wrap-up Code Usage Per Wrap-up	This report shows wrap-up details for specified wrap-up.	Queue Name,	Table and Graphic ( Pie chart displaying number of calls and % of total number of calls per queues)
		Count ( Number of Calls ) - per queue
		% of total number of calls
		Average Talk Time -per queue
		Talk Time – per queue
		Average Queue Time – per queue
		Totals for all previous values

Other