Verba Recording System 7

Verba Recording System 7For the latest online version of this documentation please visit .kb.verba.com

Reporting Guide1 Managing reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

1.1 Creating reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51.2 Scheduling reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61.3 Saving reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2 Creating new report types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72.1 Creating custom XML files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82.2 Node - report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82.3 Node - repParams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92.4 Node - specRepParams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112.5 Node - timeSteps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3 Report types - Standard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123.1 Agents Call Activity Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133.2 Agents Call Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143.3 Agents Inbound Call Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153.4 Agents Outbound Call Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163.5 Call Activity Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173.6 Call Activity Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183.7 Hourly Call Activity Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193.8 Recording Minute Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203.9 Recording Servers Call Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213.10 Simultaneous Calls Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

4 Report types - Quality Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244.1 Agents Evaluation Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

4.2 Agents Evaluation Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264.3 Agents Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 274.4 Agents Performance Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284.5 Agents Quality vs Productivity (Average Call Duration) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294.6 Agents Quality vs Productivity (Calls Handled) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 304.7 Agents Skills Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324.8 Evaluators Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334.9 Evaluators Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344.10 Evaluators Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354.11 Groups Evaluation Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364.12 Groups Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374.13 Groups Performance Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384.14 Groups Quality vs Productivity (Average Call Duration) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394.15 Groups Quality vs Productivity (Calls Handled) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404.16 Score Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 424.17 Scorecard Calibration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434.18 Skills Performance Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 444.19 Skills Performance Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Verba Recording System Version 7

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Reporting Guide

Overview

This guide explains how to and .create and manage various reports report types

The Verba Recording System includes a powerful reporting solution enabling business decision makers,supervisor and IT department members to gain insight into the various metrics of the contact centeroperation.

The easy-to-use and flexible reporting module allows to create visually compelling, standard format reportsright at your fingerprints. The 100% web-based user interface is accessible directly from the VerbaRecording System framework at any and from any location without the need of installing client applications.Reports can be generated in an ad-hoc or scheduled way to increase productivity and reduce waiting time.

Authentication to the Verba Reporting Server is provided through the core framework. After logging in to theVerba Recording System application, users with proper authorization can access the reporting module.

The Verba Reporting Server is based on the mosty widely used open source business intelligence solutionfrom JasperSoft. The JasperSoft BI software is updated constantly by a community of more than 130,000registered members, which represents the world s largest business intelligence community. The open andstandard based platform provides investment protection and ability to create new report templates withoutany restriction using the available free tools.

Report formats

Generated reports can be based in to the following formats:

Adobe Portable Document Format (PDF)Encrypted PDFMicrosoft Excel (XLS)Microsoft Excel 2007 (XLSX)Microsoft Word 2007 (DOCX)Microsoft PowerPoint 2007 (PPTX)Rich Text Format (RTF)OpenDocument Text (ODT)OpenDocument Spreadsheet (ODS)Text (TXT)Comma Separated Values (CSV)

Report categories

Available reports are organized into report categories:

Call Activity ReportsPerformance ReportsPerformance Trend ReportsConfiguration and System Reports


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In order to access the Verba Reporting Tool click on the menu item from Verba Web Application.ReportingThe tool is only available for those users, which have the optional reporting right. For further information onuser management check on see.User Administration

Table of contents

Managing reportsCreating new report typesReport types - StandardReport types - Quality Management

Report types

Standard reports

Agents Call Activity DetailsAgents Call Activity SummaryAgents Inbound Call ActivityAgents Outbound Call ActivityCall Activity DetailsCall Activity TrendHourly Call Activity TrendRecording Minute UsageRecording Servers Call Activity SummarySimultaneous Calls Trend

Quality management reports

Agents Evaluation DetailsAgents Evaluation SummaryAgents Performance SummaryAgents Performance TrendAgents Quality vs Productivity (Average Call Duration)Agents Quality vs Productivity (Calls Handled)Agents Skills Performance SummaryEvaluators Activity SummaryEvaluators ProductivityEvaluators SummaryGroups Evaluation SummaryGroups Performance SummaryGroups Performance TrendGroups Quality vs Productivity (Average Call Duration)Groups Quality vs Productivity (Calls Handled)Score DistributionScorecard CalibrationSkills Performance SummarySkills Performance Trend


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Managing reports

Creating reportsScheduling reportsSaving reports

Creating reports

This topic provides detailed guidelines of report generation.

There is only one required step: . Once a report type is selected, the user is able toSelect Report Typestart report generation. However there are several ways to customize the report generation process.

Select report type

The first step of report generation process is report type selection. You can find the available reporttemplates in the drop-down selection list.

You can customize the report settings by using the following configuration options, available under the section of the screen:Select report type and properties Report Generation

Name Function

Report TemplateName To Save

Defines a custom name for the report template to save on.

Private Sets the Private attribute of the report template. This option allows the users tosave the settings only for themselves, otherwise every user with the Reporting rightis allowed to see the saved report template.

Report Information Displays a short specification of the selected report type.

Description Provides a way to add a short custom description to the report template.

Set query interval

In the section of the screen, you have to choose the timeframe,Set Query Interval Report Generationwhich you want to apply in the report. The following query interval options are available:

Current: This option lets you select the entire current (momentary) hour, day, week, month, quarteror year for the query interval.The system dynamically calculates the current date and time, every time the widget is displayed.E.g. current week on Tuesday at 10:15 AM, will correspond to a date and time interval betweenMonday 00:00 AM and Sunday 11:59 PM.Last: This option lets you select the entire last hour, day, week, month, quarter or year for the queryinterval.The system dynamically calculates the last date and time, every time the widget is displayed.E.g. last week on Tuesday at 10:15 AM, will correspond to a date and time interval betweenTuesday 10:15 AM on the week before and Tuesday 10:15 AM (momentary date).Previous: This option lets you select the entire previous calendar hour, day, week, month, quarteror year for the query interval.The system dynamically calculates the previous date and time, every time the widget is displayed.E.g. previous week on Tuesday at 10:15 AM, will correspond to a date and time interval betweenMonday 00:00 AM on the week before and Sunday 11:59 PM on the week before.

There is also a way to customize the display of data, according to different time zones.

Set filtering criteria

In the section of the screen , you canSet Filtering Criteria And Report Configuration Report Generationset the additional filtering criteria. Besides the query interval, this section enables the users to set almost


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any kind of query expression in a very easy way without having detailed knowledge in SQL scripts.

Report specific settings

Every report template can contain specific filtering fields. The filtering options are discussed in every reporttype's own datasheet in .Reporting Guide

Scheduling reports

Scheduling can be easily administrated by the three simple Scheduling Types found under the Schedulingsection of the screen:Report Generation

Generate report now: allows instant report generation. The report is generated when the user clickson the Create button, on the bottom of the Report Generation page.Generate report once at...: provides a way to schedule the report for a "one-time-only" run. Thedate and time can be easily set with the date picker.Generate report periodically: allows recurring report generation, by providing a customizable time,when the report will be generated at on each period day, and also a period setting to set up daily,weekly and monthly report generation.

Saving reports

The Verba Recording System Reporting Tool allows you to save the generated reports for future use. Thereports are automatically saved during generation, and they can be found and administrated in the systemunder . Upon completion, the output of the reports can be exported into multipleReporting / Reportsformats.

Select display and export options

In the last section of the screen, under , users canReport Generation Select Display and Export Optionsselect the target of the generated report. Verba Recording System's Reporting Tool supports the creation ofreports directly into various file formats.

The following table contains information on supported display and export options:

Display andExport options

Description

PDF PDF is optimized for saving the report into a file and for printing. This displayingmethod uses rich report layout design.

Encrypted PDF Encrypted PDF provides 128-bit encryption for PDF file, valid username andpassword are required to open the document.

PDF is optimized for saving the report into a file and for printing. This displayingmethod uses rich report layout design.

RTF RTF is optimized for later editing of the report in MS Word. This displaying methoduses rich report layout design.

XLS XLS is optimized for later editing of the report in MS Excel. This displaying methoduses simplified report layout design.

XLSX XLSX is one of the Office Open XML file formats introduced in Excel 2007, andprovides a way to store the spreadsheets in a zipped, XML-based file format. Thisdisplaying method uses simplified report layout design.

DOCX DOCX is Word 2007's Office Open XML format for storing word processingdocuments. This displaying method uses rich report layout design.


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ODT ODT (OpenDocument Text) is an XML based file format for representing wordprocessing documents. This displaying method uses rich report layout design.

ODS ODS (OpenDocument Spreadsheet) is an XML based file format for representingspreadsheets. This displaying method uses simple report layout design.

PPTX PPTX is PowerPoint 2007's presentation storing method, using an XML basedOffice Open XML file format. This displaying method uses rich report layout design.

CSV CSV (Comma Separated Values) is optimized for text file based report export. Thisdisplaying method uses simplified report layout design.

TXT TXT (text) is optimized for text file based report export. This displaying method usessimplified report layout design.

XML XML is optimized for further usage of the report. This displaying method usessimplified report layout design.

There is also an option called , which provides users the possibility to displayDisplay group logo in reporttheir individual group logos on the top of the generated report document.

Create report template and schedule report

You can initiate the report generation procedure at the bottom of the screen with the Report Generation or button, depending on the settings.Create Schedule Scheduling

Once the user clicks the Create / Schedule button, and the report generation configuration is done, thesystem automatically displays the screen, to show all the reports that are scheduled forScheduled reports future generation or are currently processed.

When a report is currently being processed, the system indicates the report generation process with aspinner in the name column of the report in the table.

Once the report generation is finished, a file icon, according to the user's export option selection is displayedin the download column.

When the user clicks on the report's , the popup window is displayed, showing the filerow Generated Filesinformation for the corresponding report, and the actions for each file which are and .Download Delete

Single file download is also possible, by clicking on the in the column, but when multiplefile icon Actionsfiles are present for the report, the system automatically displays the popup window with multiple downloadlinks.

You can also create a report template quite easily, by using the button on the Save Report Generationscreen. The report template gets saved with all effective configuration options and values. You can use thereport templates to quickly re-run a report that would usually require more time to reconfigure again. Youcan find all the saved report templates under .Reporting / Saved Templates


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Creating new report types

Verba Recording System provides a way to add new, custom report types to the factory defaults.

The custom report creation procedure consists of the following steps:

Create a report definition in , which results in a file.JasperSoft iReport Designer .jasper

Note

JasperSoft iReport Designer is a report design environment where you can build reports fromrelational, non-relational and custom data sources, customize the look and feel, and also export toseveral formats. You can create the reports in the Designer easily, and they will be automaticallyrecognized by the Verba Recording system. You can download the latest version of the JasperSoftiReport Designer from JasperSoft's website http://www.jaspersoft.com

Create a file according to the guidelines in this partcustom XMLCopy the file to .jasper C:/Program Files/Verba/tomcat/webapps/verba/reporting/report(assuming default installation path)Copy the file to (assumingXML C:/Program Files/Verba/tomcat/webapps/verba/reporting/xmldefault installation path)

Warning

These XML files follow the structural and creational guidelines described in this guide.MUSTWrong configuration might affect data processing which effects the results and may lead todisplaying incorrect data. Verba Technologies takes for any issues caused by the neglecting theseno responsibilitiesguidelines.

When the files describing the report are in place, the system automatically recognizes them, and makes thenew report type available on the web interface.

When a custom report is no longer needed, it can be removed simply by deleting its XML and .jasper filefrom the path described above.

Find more details in the topics below:

Creating custom XML filesNode - reportNode - repParamsNode - specRepParamsNode - timeSteps

Creating custom XML files

The custom XML files of the Verba Recording System's Reporting module are to be designed by using thefollowing elements, and also keeping these structural restrictions in mind.

Aside from the standard coding rules regarding the usage of special characters in XML, there are noadditional coding regulations described in the Verba Recording System Reporting module.

The XML file consists of several nodes. Each node corresponds to one of the report type's main buildingbricks, the different configuration options.

XML nodes used in the custom report type files are described respectively in their own articles in this guide.

Node - report

Description


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<report> is the main node, it is also called the document element. This element is mandatory, the XMLdocument has to be started with and ended with . Report type configuration is stored<report> </report>between these tags.

Attributes

rid Mandatory, has to be a unique number amongst the existing XML files, to identifythe custom report type in the system.

repName The name of the report that will appear in the drop-down list on the Report Type screen. It must be a file name and a name in thatReport Generation lang key

lang file separated by a dot.

Node - repParams

Description

You can control the replacement of the variable in the @repparams Set Filtering Criteria and Reportsection of the screen.Configuration Report Generation

Attributes

None

Sub node: repParam

Description

Each sub node represents a selectable value of the first drop-down of the section on the repParam Filter screen. Commonly this is a column in a database table by which you want to filter.Report Generation

Attributes


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type Mandatory, you can specify any type that you want, but there are some specialtypes.(These are only effective when the attribute of the sub nodeinput operationis or .)select multiselect

agent: the corresponding input box of the Set Filtering Criteria and section on the screen will beReport Configuration Report Generation

filled in with values from the table's column of the database[User] Nameuser: the corresponding input box of the Set Filtering Criteria and Report

section on the screen will be filled inConfiguration Report Generationwith values from the table's column of the database[User] Namegroup: the corresponding input box of the Set Filtering Criteria and

section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the database[Group] Nameproject: the corresponding input box of the Set Filtering Criteria and

section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the[qa_project] namedatabaseform: the corresponding input box of the Set Filtering Criteria and Report

section on the screen will be filled in withConfiguration Report Generationvalues from the table's column of the database[qa_form] nameevaluator: the corresponding input box of the Set Filtering Criteria and

section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the database,[User] Namebut only users with or Quality Monitor Administrator Quality Monitor

right will be addedSupervisorskill: the corresponding input box of the Set Filtering Criteria and Report

section on the screen will be filled in withConfiguration Report Generationvalues from the table's column of the database[qa_skill] namelocation: the corresponding input box of the Set Filtering Criteria and

section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the[Location] Locationdatabasedirection: the corresponding input box of the Set Filtering Criteria and

section on the screen will beReport Configuration Report Generationfilled in with values from the table's column of the database,[String] Valuewhich is mapped with the column of the tableDirection_ID [Direction]

langName This value will be seen in the first drop-down box of the Set Filtering Criteria and section in the screen. The languageReport Configuration Report Generation

settings are treated in the same way as with the attribute of the repName reportnode.

Sub node: operation

Description

One sub node represents one selectable value in the second drop-down box in the operation Set Filtering section on the screen.Criteria and Report Configuration Report Generation

Attributes

operator This is the actual script what will be the replacement of the SQL @filtersvariable in the SQL keyword. It has two variables called andWHERE @value

. The variable will be replaced by the selected value in the@2value @valuethird input box of the Set Filtering Criteria and Report Configurationsection of the screen. The variable is used onlyReport Generation @2valuewhen the third input box allows two inputs like . More informationintervalboxabout this can be found in the description of the attribute.input


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langName This value will be seen in the second drop-down box of the Set Filtering section of the Criteria and Report Configuration Report Generation

screen. The language settings are treated in the same way as with the attribute of the node.repName report

input The input type of the third input of the Set Filtering Criteria and Report section on the screen.Configuration Report Generation

select: a single select drop-downmultiselect: a multi select drop-downtextbox: a freely editable input boxtextboxint: the same as textbox, but it only accepts numbersintervalbox: two inputs next to each other which can betextboxintused to set intervals. The value of the second input box will be thereplacement of the variable of the attribute.@2value operatormultitextbox: the same as the input, but every time you fill it,textboxa new appears and so on. This allows you to define multipletextboxfreely editable inputs. These values will be the replacement of the

variable in the attribute separated by commas. This@value operatoris useful when you use or SQL keywords in the IN NOT IN operatorattribute.textboxdate: this is a input and a datepicker next to it. Youtextboxcan set date and time with this.

id A unique identifier for each sub node. This is used when you saveoperationyour dashboard. Use unique values and numbers only.

useAposAroundValues When this attribute is set to , then apostrophes will be used around the input1values from multiple input boxes (like ). This is useful when themultitextboxSQL in the attribute needs it.operation

Node - specRepParams

Description

You can add special input boxes (textbox or checkbox) to the report, using the node.specRepParams

Attributes

None

Sub node: specRepParam

Description

Each sub node represents a new input on the screen in the specRepParam Report Generation Set section.Filtering Criteria and Report Configuration

Attributes

langName This value will be seen next to the input box. It must be a file name and a lang keyname in that lang file separated by a dot.

input The type of the input. Potential values are the following:

textboxcheckboxtextboxint

default Gives a default value to the input. (E.g. '1' for a checked checkbox)


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field The parameter name that will carry the given value to the report. It must bespecified in the report definition as parameter in the Jasper report. It becomes'IN'an ingoing parameter and then its value can be used freely in the report.

Node - timeSteps

Description

You can use the tim /b> node to control the time step (weeks, months etc.) of the reports. When the tim /b> node is provided in the XML file, the Time b> drop-down box appears in the Set Filtering

section of the screen filled with the Criteria and Report Configuration Report Generation tim b> subnodes of the tim /b> node.

Attributes

None

Sub node: tim

Description

Each tim b> sub node represents a selectable value of the Time b> drop-down on the Report panel.Configuration

Attributes

langName This value will be seen in the Time b> drop-down box. The language settingsare treated in the same way as with the attribute of the node.repName report

id Potential values:

day will build the X-axis values by daysweek will build the X-axis values by weeksmonth will build the X-axis values by monthsquarter will build the X-axis values by quartersyear will build the X-axis values by years


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Report types - Standard

Agents Call Activity DetailsAgents Call Activity SummaryAgents Inbound Call ActivityAgents Outbound Call ActivityCall Activity DetailsCall Activity TrendHourly Call Activity TrendRecording Minute UsageRecording Servers Call Activity SummarySimultaneous Calls Trend

Agents Call Activity Details

Category: Call Activity Reports

Description

The Agents Call Activity Details report shows detailed call activity information for each agent, providing thedata collected from recorded calls database. The report details various available information from the callrecord including call date, duration, phone numbers, names, etc.

Filter options

Agent e-mail Only calls for the selected e-mail address(es) will be displayed

Agent name Only calls for the selected agent(s) will be displayed

Call direction Only calls for the selected call direction(s) will be displayed

Called partyname

Only calls for the selected called party(s) will be displayed

Called partynumber


Caller partyname


Caller partynumber


Media file name Only calls for the selected media file(s) will be displayed

Recording server Only calls for the selected recording server(s) will be displayed

Information

Query IntervalPrint DateRecord CountUserStart Date, TimeDurationCaller Party Number, NameCalled Party Number, NameDirectionEnd

Charts


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None

Report sample

Agents Call Activity Summary


Description

The Agents Call Activity Summary report shows aggregated call activity information for each agent,providing the data collected from recorded calls database. The report summarizes various availableinformation from the call records including number of calls, average call duration, etc.

Filter options




Called partyname


Called partynumber


Caller partyname


Caller partynumber




Information

Query IntervalPrint DateRecord CountUserCalls Handled


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Overall Call DurationAverage Call Duration

Charts

Number of records grouped by call direction for each agentTotal duration grouped by call direction for each agentAgent comparison charts rendered by N of records and total call duration

Report sample

Agents Inbound Call Activity


Description

The Agents Inbound Call Activity Summary report shows aggregated inbound call activity information foreach agent, providing the data collected from recorded calls database. The report summarizes variousavailable information from the call records including number of calls for each calling number, etc.

Filter options




Called partyname


Called partynumber


Caller partyname


Caller partynumber





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Information

Query IntervalPrint DateRecord CountUserCaller NumberCaller NameCalls Average DurationTotal Duration

Charts

None

Report sample

Agents Outbound Call Activity


Description

The Agents Outbound Call Activity Summary report shows aggregated outbound call activity information foreach agent, providing the data collected from recorded calls database. The report summarizes variousavailable information from the call records including number of calls for each called number, etc.

Filter options




Called partyname


Called partynumber


Caller partyname



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Caller partynumber




Information

Query IntervalPrint DateRecord CountUserCaller NumberCaller NameCalls Average DurationTotal Duration

Charts

None

Report sample

Call Activity Details


Description

The Call Activity Details report shows detailed call activity information, providing the data collected fromrecorded calls database. The report details various available information from the call record including calldate, duration, phone numbers, names, etc.

Filter options


Called partyname


Called partynumber



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Caller partyname


Caller partynumber




Information

Query IntervalPrint DateRecord CountUserStart Date, TimeDurationCaller Party Number, NameCalled Party Number, NameDirectionEnd

Charts

None

Report sample

Call Activity Trend


Description

The Call Activity Trend report shows aggregated call activity information for each day in a month, providingthe data collected from recorded calls database. The report summarizes various available information fromthe call records including number of calls, durations, etc.

Filter options



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Called partyname


Called partynumber


Caller partyname


Caller partynumber




Information

Query IntervalPrint DateRecord CountUserMonthly Call Count by DirectionsMonthly Call Count TotalMonthly Durations by Direction [sec]Monthly Durations Total [sec]

Charts

Monthly Call Count by DirectionsMonthly Call Count TotalMonthly Durations by Direction [sec]Monthly Durations Total [sec]

Report sample

Hourly Call Activity Trend


Description

The Hourly Call Activity Trend report shows aggregated call activity information for each hour in a day,providing the data collected from recorded calls database. The report summarizes various available


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information from the call records including number of calls.

Filter options


Called partyname


Called partynumber


Caller partyname


Caller partynumber




Information

Query IntervalPrint DateRecord CountUserNumber of calls in each hour in a day

Charts

None

Report sample

Recording Minute Usage


Description

The Recording Minute Usage report shows aggregated call activity information for each configured groupand extension, providing the data collected from recorded calls database. The report summarizes variousavailable information from the call records including number of calls, recorded minutes, etc.


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Filter options


Called partyname


Called partynumber


Caller partyname


Caller partynumber




Information

Query IntervalPrint DateRecord CountUserGroup NameExtensionMinutes RecordedCallsDefault Minutes Total

Charts

User Comparison

Report sample

Recording Servers Call Activity Summary


Description


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The Recording Servers Call Activity Summary report shows aggregated call activity information for eachrecording server, providing the data collected from recorded calls database. The report summarizes variousavailable information from the call records including number of calls, average call duration, etc

Filter options


Called partyname


Called partynumber


Caller partyname


Caller partynumber




Information

Query IntervalPrint DateRecord CountUserServer NameCalls RecordedOverall Call DurationAverage Call Duration

Charts

N of Calls By Call DirectionDurations By Call DirectionNumber of Calls By Call DirectionTotal Call Duration by Call Direction

Report sample

Simultaneous Calls Trend


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Description

The Simultaneous Calls Trend report shows aggregated call activity information, providing the data collectedfrom recorded calls database. The report shows the trend of number of simultaneous calls in the selectedtime step.

Filter options


Called partyname


Called partynumber


Caller partyname


Caller partynumber




Time b> Defines the resolution of the X axis.

DayWeekMonthQuarterYear

Information

Query IntervalPrint DateUserServer NameNumber of simultaneous calls for each time step

Charts

Number of simultaneous calls displayed on the selected time frame

Report sample


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Report types - Quality Management

Agents Evaluation DetailsAgents Evaluation SummaryAgents Performance SummaryAgents Performance TrendAgents Quality vs Productivity (Average Call Duration)Agents Quality vs Productivity (Calls Handled)Agents Skills Performance SummaryEvaluators Activity SummaryEvaluators ProductivityEvaluators SummaryGroups Evaluation SummaryGroups Performance SummaryGroups Performance TrendGroups Quality vs Productivity (Average Call Duration)Groups Quality vs Productivity (Calls Handled)Score DistributionScorecard CalibrationSkills Performance SummarySkills Performance Trend

Agents Evaluation Details

Category: Quality Management Reports

Description

The Agent Evaluation Details report shows detailed information for each evaluation for an agent, providingthe data collected from scorecards. The report details all available information from the scorecard includingagent name, evaluator name, supervisor name, evaluation date, call details, evaluation form, scoringinformation, classification, etc.

Filter options

Agent Only evaluations for the selected agent(s) will be displayed

Evaluated by Only evaluations for the selected evaluator(s) will be displayed

Evaluation form Only evaluations for the selected evaluation form(s) will be displayed

Evaluationproject

Only evaluations for the selected evaluation project(s) will be displayed

Groups Only evaluations for the selected group(s) will be displayed

Score Only evaluations for the selected score(s) will be displayed

Skill Only evaluations for the selected skill(s) will be displayed

Information

Query IntervalPrint DateRecord CountUserAgent NameGroup NameEvaluation Project NameEvaluation Form NameEvaluated byEvaluation DateCall DurationCall Date and TimeClassification


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Charts

None

Report sample

Agents Evaluation Summary


Description

The Agents Evaluation Summary report shows aggregated information for each agent, providing the datacollected from scorecards. The report details all available information from the scorecards including agentname, evaluator name, supervisor name, evaluation date, scoring information, classification, etc.

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserAgent NameGroup nameForm NameEvaluator NameEvaluation DateCall Duration


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Call DateClassificationScore

Charts

Agents Average Scores Comparison Chart

Report sample

Agents Performance Summary


Description

The Agents Performance Summary report shows aggregated information for each agent, providing the datacollected from scorecards. The report shows summarized scoring information for each agent andcomparison for group and organization average scores.

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserAgent NameAgent Average ScoreGroup Average Score


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Organization Average ScoreAgent - Group Average Score DifferenceAgent - Organization - Average Score DifferenceNumber Of EvaluationsLast Evaluation Date and Time

Charts


Report sample

Agents Performance Trend


Description

The Agents Performance Trend report shows the overall performance of one or more agents over aspecified amount of time, providing the data collected from scorecards. The report shows the averagescores for each agent on the configured time steps.

Filter options




Evaluationproject







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Information

Query IntervalPrint DateRecord CountUserAgent Average Score for each time step

Charts


Report sample

Agents Quality vs Productivity (Average Call Duration)


Description

The Agents Quality vs Productivity (Average Call Duration) report compares the quality of the agent and theproductivity of the agent for each agent, providing the data collected from scorecards and call detailsinformation. The productivity of the agent is represented by the average duration of the handled calls. Thereport details information grouped by agent(s).

Filter options




Evaluationproject



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Information

Query IntervalPrint DateRecord CountUserAgent NameGroup NameNumber of EvaluationsAverage Call DurationAgent Average Score

Charts

Agents Quality vs. Productivity (Average Call Duration) Comparison Chart

Report sample

Agents Quality vs Productivity (Calls Handled)


Description

The Agents Quality vs Productivity (Calls Handled) report compares the quality of the agent and theproductivity of the agent for each agent, providing the data collected from scorecards and call detailsinformation. The productivity of the agent is represented by the number of the handled calls. The reportdetails information grouped by agent(s).


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Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserAgent NameGroup NameNumber of EvaluationsAverage Call DurationAgent Average Score

Charts

Agents Quality vs. Productivity (Calls Handled) Comparison Chart

Report sample


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Agents Skills Performance Summary


Description

The Agents Skills Performance Summary report shows aggregated information for each agent, providing thedata collected from scorecards. The report shows average score values of the skills for each agent.

Filter options




Evaluationproject





Information

Query IntervalPrint DateRecord CountUserAgent NameGroup NameNumber of EvaluationsAgent Average ScoreSkill NameSkill Average Score

Charts

None

Report sample


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Evaluators Activity Summary


Description

The Evaluators Activity Summary report shows aggregated information for each evaluator, providing thedata collected from scorecards. The report details information about all scorecards for each evaluatorshowing various scorecard data like call details, score, evaluation date and duration, etc.

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserEvaluator NameNumber of EvaluationsAverage Evaluation TimeAverage Score for the EvaluatorCall DateCall DurationAgentFormEvaluation DateEvaluation Time (the length of the evaluation)Score

Charts

None

Report sample


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Evaluators Productivity


Description

The Evaluators Productivity report shows aggregated information for each evaluator, providing the datacollected from scorecards. The report summarizes the performance of the evaluators by showing thenumber of evaluations, the average number of evaluations per hour, the comparison of the length of theevaluations to the length of the call, etc.

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserEvaluator NameEvaluationsAverage Evaluations/hourAverage Call DurationAverage Evaluation TimeCall length to Evaluation Time Ratio

Charts

Evaluators Productivity Comparison Chart

Report sample


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Evaluators Summary


Description

The Evaluators Summary report shows aggregated information for each evaluator, providing the datacollected from scorecards. The report summarizes the average score values for each evaluator and alsodisplays group and organization average scores and the difference of these to the evaluator's score.

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserEvaluator NameEvaluator Average ScoreGroup Average ScoreOrganization Average Score


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Evaluator - Group Average Score DifferenceEvaluator - Organization Average Score DifferenceNumber of EvaluationsLast Evaluation Date and Time

Charts

Evaluators Average Scores Comparison Chart

Report sample

Groups Evaluation Summary


Description

The Groups Evaluation Summary report shows aggregated information for each group, providing the datacollected from scorecards. The report summarizes average score values, number of evaluations, etc.

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserGroup NameNumber of Agents in GroupNumber of Evaluations


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Average Score

Charts

Groups Average Scores Comparison Chart

Report sample

Groups Performance Summary


Description

The Groups Performance Summary report shows aggregated information for each group, providing the datacollected from scorecards. The report shows summarized scoring information for each group andcomparison for organization average scores.

Filter options




Evaluationproject





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Information

Query IntervalPrint DateRecord CountUserGroup NameNumber of Agents in GroupGroup Average ScoreOrganization Average ScoreGroup - Organization Average Score DifferenceNumber of EvaluationsLast Evaluation Date and Time

Charts


Report sample

Groups Performance Trend


Description

The Groups Performance Trend report shows the overall performance of one or more groups over aspecified amount of time, providing the data collected from scorecards. The report shows the averagescores for each group on the configured time steps.

Filter options




Evaluationproject





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Information

Query IntervalPrint DateRecord CountUserGroup Average Score for each time step

Charts


Report sample

Groups Quality vs Productivity (Average Call Duration)


Description

The Groups Quality vs Productivity (Average Call Duration) report compares the quality of the group and theproductivity of the group for each group, providing the data collected from scorecards and call detailsinformation. The productivity of the group is represented by the average duration of the handled calls. Thereport details information grouped by group(s).

Filter options


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Evaluationproject




Information

Query IntervalPrint DateRecord CountUserGroup NameNumber of EvaluationsAverage Call DurationGroup Average Score

Charts

Groups Quality vs. Productivity (Average Call Duration) Comparison Chart

Report sample

Groups Quality vs Productivity (Calls Handled)



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Description

The Groups Quality vs Productivity (Calls Handled) report compares the quality of the group and theproductivity of the group for group agent, providing the data collected from scorecards and call detailsinformation. The productivity of the group is represented by the number of the handled calls. The reportdetails information grouped by group(s).

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserGroup NameNumber of EvaluationsCalls Handled / DayGroup Average Score

Charts

Groups Quality vs. Productivity (Calls Handled) Comparison Chart

Report sample


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Score Distribution


Description

The Score Distribution report shows the distribution of the score values, providing the data collected fromscorecards. The report displays the number of scorecards for each score value.

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserStandard DeviationNumber of scorecards for each score value

Charts


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Score Distribution Chart

Report sample

Scorecard Calibration


Description

The Scorecard Calibration report shows calibration information for each calibrated scorecard. The reportdisplays and compares the scores submitted by each evaluator for the given call.

Filter options




Evaluationproject




Information

Query IntervalPrint DateRecord CountUserEvaluatorEvaluation DateForm


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ClassificationEvaluation TimeAgentScorePopulation Standard Deviation

Charts

None

Report sample

Skills Performance Summary


Description

The Skills Performance Summary report shows aggregated information for each skill, providing the datacollected from scorecards. The report shows summarized scoring information for each skill.

Filter options




Evaluationproject





Information

Query IntervalPrint DateRecord CountUserSkill Name


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Skill Average Score

Charts

Skills Average Scores Comparison Chart

Report sample

Skills Performance Trend


Description

The Skills Performance Trend report shows the overall performance of one or more skills over a specifiedamount of time, providing the data collected from scorecards. The report shows the average scores for eachskill on the configured time steps.

Filter options




Evaluationproject





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Information

Query IntervalPrint DateRecord CountUserSkill Average Score for each time step

Charts

Skills Performance Trend Chart

Report sample

Documents

Verba Recording System 7