myReports

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 common reports about calls and the use of OpenScape Office resources.

The SW is part of OpenScape Office SW and bound to OpenScape Office SW version.

The following description refers mainly to OpenScape Office V.2.9.14 . Whereas the new features of Version 3R3 are also addressed as an overview. Deviations may occur for previous or subsequent versions of OpenScape Office.

myReports screenshot

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.

Differences to previous versions

From OpenScape Office V3R3 on myReports offers:

Feature		Details
Improved PopUp Window		Small Pop Up with individual configuration of needed functions Individual positioning on the desktop Individual configurable behaviour in case of incoming calls Indiviual settings if input is focused to PopUp or not
Caller List with improved functions		Improved search function (e.g. search for name, forename, company etc.) Improved sorting function (e.g. sort on contact) Filtering functions for calls, e-mails and faxes
Extended directory support		LDAP access to external directories for caller identification LDAP access to external directories for contact search
Enhanced CTI functions		Call answer and dial function comparable to myPortal client Call Pickup from other agent Call transfer to internal or external number Call hold and call transfer after hold Call park / unpark. After parking agent´s phone is available for other calls
Improved handling for e-mails and faxes		Completion assignment for e-mails and fax contacts. Rescheduling of e-mails and fax contakte Display of e-Mail- und fax contacts in history list
Extended Hot Key functions		Selectable function of myAgent can be assigned to shot cuts or function keys.
Extended functions for Supervior role		Switch agent "available" depending on agent status Switch agent "unavailable" independend on agent atatus Logoff agent independend on agent status Push a waiting call on top of queue Send a recording as WAV file attachment via e-mail Store a recording as WAV file either on PC or on a storage location in the network Individual settings for queues to be diplayed

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 manageing his stored schedules. MySchedule pesents 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-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

User can manager reports templates by using the Report Manager, which shows a lists 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 or descending or filtered within a report template group. In addition he is able to add or deleted the reports which were modified using the integated Report designer BIRT. Standard or built in report templated 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. to the use

Report Explorer

myReports displays all available report template within the Report Explorer arranges 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 Individuel Settings

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

Parameter	Beschreibung
Password für certain actions	Certain actions within my Reports 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 chosse 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 repports.

Report Designer BIRT RCP

The powerful Business Intellicenge Reporting Tool (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

myReports User Guide

Report Documentation

myReports standard report templates are categorized by Report Explorer in:

Agent Activity Reports - Contact center relevant. 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.
Agents Reports Contact center relevant.
Call History Reports - System wide reports. These reports contain system wide information and not only contact center related information.
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. 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
Other - system wide reports, not only Contact Center. These reports contain system wide information and not only contact center related information.

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

myReports Reportexamples

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

Report Examples

To get a first impression how the reports look like, some reports examples are shown here. Theses examples may differ in content and from the reports built in the actual version of myReports due to technical improvements.

Report Examples
Agent Activity Work Times	MyReports Example #1: Agent Activity Work Times
Call Traffic One Agent	MyReports Example #2: Call Traffic One Agent
Contact Center Per Agents	MyReports Example #3: Contact Center Per Agents
Queue Summary Details	MyReports Example #4: Queue Summary Details
Contact Center Summary	MyReports Example #5: Contact Center Summary

Other importent sources within this Wiki for OpenScape Office

OpenScape Office FAQ

External Links

Official BIRT website

BIRT flash movie named “My First Report”.

BIRT Report Designer Help

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