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*** CONFIDENTIAL ***© Toshiba Corporation 2008 Confidential
Creating Report Templates
Creating Report Templates
In this session you will learn how..Create a new report template
Modify report items within a template
Understand filters
Understand report naming convention
Creating Report Templates
Select the Report Template Icon from the toolbar or
Setup followed by Report Templates
Creating Report Templates
Select an existing Report Template
from the drop down list box
Creating Report Templates
Now you can Change, Delete or Rename an exiting
report template.
To create a new report template select a template
to form the basis of the new one from the list of available templates by
clicking the down arrow
Creating Report Templates
Creating Reports
Type in a new name for the report template and click Add.
NOTE: The Change button from the previous slide now becomes
an ADD button
Creating Report Templates
Type in a new Print Name for the new
report template. This will appear on every
page of the report when created
Creating Report Templates
Selecting Add Item will enable you to add a new report
item to the template
Creating Report Templates
A list box of available report items
can be selected. Chose the one
required and click the OK button.
Creating Report Templates
To delete a report item select the report item from the list and
click Delete Items
Creating Report Templates
If you want to re order the report items you can select
an item and then Cut & Paste the item elsewhere.
The Paste icon will be grayed out until an item has
been Cut
Creating Report Templates
The Copy feature enables easy duplication of a Report Item without configuring it from scratch. This is ideal
for example when you have two Agent Groups to
manage and you need to see a report for each group
Creating Report Templates
To fine tune the contents of the
report item within the report template, select the Report Item and then click
Edit
Creating Report Templates
These check boxes allow the user to
decide if the extension name and number associated
with the agent should be included
Creating Report Templates
These check boxes allow the user to decide if the date
and time should be included
Creating Report Templates
Checking these boxes will result
in the time associated with this state being displayed in the
report
Creating Report Templates
Checking these boxes will result
in these call types being
included in the report
Creating Report Templates
Check these boxes if you
want to include the connected
information for this particular
agent.
Creating Report Templates
Checking any of these boxes will result in the inclusion of these call types in the
report
Creating Report Templates
If you want to see relevant
Queue information check any of these boxes
Creating Report Templates
These boxes control the width of
the column for dialed digits and account codes. A
setting of zero removes the
column from the report
Creating Report Templates
If you want to see relevant
Transfer information check any of these boxes
Creating Report Templates
The Filter button allows the user to further refine the
report by including or
excluding data that matches the
filter
Creating Report Templates
Here a Dialed Digits filter can
be added to include calls
made to/from a certain Country,
Area Code or telephone number
Creating Report Templates
Having added the Filter Element,
click on the Edit button to finish
the process
Creating Report Templates
Typing 212* in this case will filter in all calls
to/from area code 212 which is NYC. The star is
a wildcard used to indicate the rest of the
data can be any number
Creating Report Templates
Filters can be combined using the
Or with previous option and can be reversed using the
NOT option
Creating Report Templates
Should you wish to modify the name of a report item in the report click on the
Rename Item button
Creating Report Templates
Type in the new name to be used. The # symbol should be left as it is
used as a placeholder for the device name. In this case this would be the Agent name-Andrew
Parker
Report Types
Traffic Reports
Event Reports
Utilization Reports
Contention Reports
Account Code Reports
Forecasting Reports
Distribution Reports
Profile Reports
Report Types
Traffic ReportsThese are summary reports and typically contain a single
row or column of data for each device. The total values represent the data over the entire period of the report.
These reports are used to look at total volumes of calls handled by call time along with average or total times for each call type or activity
An example here would be an Agent Traffic report which will show activity by individual agent across the reporting period
Traffic Report
Report Types
Group Traffic ReportsSimilar to Traffic Reports in that they are summaries but
these are by Group rather than by individual.
An example here would be an Agent Group Traffic Report which would show the totals for the Group or Groups as a collection of agents which are members of those groups
Group Traffic Report
Event Reports
Event ReportsThese are very detailed reports listing all calls across the Lines (Line
Group Event Report) or calls and other activities by Agent or Extension (Agent/Extension Event Report)
They are used over short periods of time to track specific calls or activities as they can become very large reports very quickly
Configuring these to exclude unwanted call or activity types or applying filters for things like dialed digits allows you to “drill down” even further to the data required
Event Report
Utilization Reports
Utilization ReportsThese reports will show the amount of time spent in the various
states that an agent can be in.
They are used to track manpower usage to ensure agents are spending the appropriate amount of time on appropriate tasks
Utilization Report
Contention Reports
Contention ReportsContention is a report used to measure blockage.
It will show the percentage of time over the reporting period that x devices were busy and so unavailable
You could see that for 25% of the time there were no free lines or VA ports so you might consider buying some more
Contention Report
Account Code Reports
Account Code ReportsThis report will allow agents to classify calls by adding reason
codes to the call.
If you wanted to know how many inbound calls turned into appointments or how many faults were cleared in a Help Desk then the user would enter a code and Insight would then report on the call volume and duration per account code
Account Code Report
Forecasting Reports
Forecasting ReportsForecasting Reports allow the user to take existing historical
data and, performing modifications to that data estimate what the effect would be.
So if the call volume changes how may people would I need might be a sensible report to run.
Many parameters can be modified and many results calculated
Multiple modifications and the effect can be calculated in a single report for comparison purposes
Forecasting Report
Distribution Reports
Distribution Reports
There are three types of Distribution Reports:Wait Time Distribution Report
Call Time Distribution Report
Wrap Time Distribution Report
Wait Time Distribution Report
Wait Time Distribution ReportsA wait time distribution report provides the number of calls and
percentage of calls whose wait time fell within a series of user configurable time bands.
The report can analyze the waiting time distribution of answered calls and/or abandoned calls within a single report item
A report item for each type can be added to a report template to enable analysis of both to be carried out separately
Wait Time Distribution Report
Call Time Distribution Report
Call Time Distribution ReportsA call time distribution report provides the number of calls and
percentage of calls whose call time (defined as actual talk time and held time) fell within a series of user configurable time bands.
The report can analyze the call time distribution of incoming calls and/or outgoing calls.
Call Time Distribution Report
Wrap Time Distribution Report
Wrap Time Distribution ReportsA wrap up time distribution report provides the number of calls
and percentage of calls whose wrap up time fell within a series of user configurable time bands.
If auto wrap is used the wrap times will be the same so this report would not be used
Wrap Time Distribution Report
Profile Reports
Profile ReportsMany reports are available in Profile versionsA profile report provides historical call statistics data for a selected
device type presented in a series of uniform time bands. The interval time governing the time bands can be any number of
minutes, hours, days or weeks.The appropriate interval should be selected for the report period it will
be used for. Hourly across the day would make sense whereas hourly across the week would not.
Profile Reports
Report Templates
Report TemplatesReport templates are a collection of Report Items
They should be designed and configured with the users needs and the period over which they will be run in mind
Any number of report templates can be created and saved
The maximum period of a single report is 366 days
Event Reports are limited to 5000 events