Understanding Your Contact Center: A Guided Tour of 4.0 Reporting

Understanding Your Contact Center: A Guided Tour of 4.0 Reporting

Mike KasalSales Engineer, Contact Center

Bob TraynorVP, Contact Center Solutions

Craig KruegerDeveloper, Contact Center

Agenda

• What hasn’t changed• Interaction Reporter• Recommended/overlooked

reports and tools• Let’s use this thing!• Q/A

A Guided Tour of 4.0 Reporting

What Hasn’t Changed

• Historical Reports– Full report library continues to

be relevant and largely available– Avtex and its clients can

continue to author and develop custom Crystal Reports for CIC

• Crystal Reports continues to be available

• Interaction Report Assistant– Personally design, build, run and

save report files


What is Interaction Reporter?

• New CIC reporting platform for version 4.0

• Built on the ActiveReports 6 .NET platform from GrapeCity

• Add-on module for ICBM• Same licensing requirements


Why Interaction Reporter?

• Enhanced Interface• Relative Dates/Times• Report Annotation• Ability to create and save filters• Drill down Capabilities• Printer friendly• Export to multiple formats

– PDF, Excel, CSV, etc.

• Customize workspace to fit Supervisor needs

• Skills!


Recommended Reports & Tools

• Interaction Details: Identify all segments of an interaction quickly and easily



• Optimizer Reporting: Workgroup and agent schedule adherence



• Quality Management Reporting: Scoring and calibration



• Recorder Scorecard Report– Calibration for

supervisor– Agent



• Interaction Dialer Reporting: Agent and campaign success



• Queue Reporting– Report by interaction type– Chart data for each Interval


Let’s Use This Thing!

Questions?

Technology

Understanding Your Contact Center: A Guided Tour of 4.0 Reporting