Home

Reporting.Net

1. Call Center Solutions WS VOCALCOM Hermes n Reporting Net User Manu V OC AL CO M Herm s Net Reporting Net User Manual Net v4 1 31 01 2012 Vocalcom Benelux Reporting Net User Manual Page 1 of 107 i m Author Vocalcom Benelux VOCALCOI Call Center Solutions Ld VOCALCOM Hermes Net Reporting Net User Manual LEGAL STATEMENT This documentation is protected by national and international copyright laws The VOCALCOM name and its logo are registered trademarks of VOCALCOM S A with its corporate head office at 7 rue de Tilsitt 75017 Paris France The HERMES PRO name is protected by national and international usage rights for a trade name and more generally by national and international software protection legislation The other names brands and trade names mentioned belong to their respective owners Reproducing all or part of this documentation on any media whatsoever is forbidden without the express prior approval of the publisher art L122 4 and L122 5 of the French Intellectual Property Code The publisher cannot accept liability for any typographical errors picture printing errors or any other symbol error nor can it accept liability for consequences arising from the incorrect use of this documentation The sole purpose of this documentation is to educate and train individuals It cannot in any way be interpreted as a contract agreement including sui generis an advertising and
2. 15 00 16 00 17 00 18 00 19 00 20 00 21 00 22 00 23 00 5 5 E Mails status by agent distribution report This report gives the detail of e mails quantity received by hour grouped by result type for campaigns and agents selected in a defined time period detailed by agent A graphical view is also generated Options This tab allows defining the parameters linked to the report layout Data allows choosing if you want to see the details per agent and or the recapitulative summary Call status On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified e mails Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Reporting Net User Manual Page 71 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions LY VOCALCOM Herm s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single agent If you choose
3. Alerting 2 3 9 Handling 53 255 Online 53295 100 0 iy After call 10 4 I Pause 21 7 System pause 8 696 38 626 suse General 12 2596 56 956 Buse Lunch 0 4 2 0 Pause Toilet 0 456 1 996 This pie chart shows the distribution of an agent s activity time percentage or a recapitulative on the last page 7 2 Activities by agent This first report gives a detailed view of activities carried out by selected agents per day during a defined time period Options This tab allows defining the additional parameters to filter the report data Dates used allows choosing if the dates used for the report are those when all selected agents were active or those when at least one selected agent was active Begin End hour allows specifying the common minimal hour interval to select Ignore Pause indicates that pause states must not be taken into account for reporting Page break after each agent allows having the data of each agent on a separate page Reporting Net User Manual Page 87 of 107 Author Vocalcom Benelux VOCALCOFT1 y Call Center Solutions WS VOCALCOM Herm s Net Reporting Net User Manual Agent activities Activities by agent Once created the report is presented in a separate window Fria es Te CINE viele NM Sao 1 Cains B pan 1 Fer D Rana bnisrgeud Toast irixExwE EA ELLE TT Tran ur ee TEL NL Mea A frame shows the data for each agent Vertically the dates of the agent s activi
4. Options This tab allows defining the additional parameters to filter the report data Data allows choosing if you want to see the details per campaign and or the recapitulative summary Ignore Pause indicates that pause states must not be taken into account for reporting Distribution allows selecting the type of distribution of activities per month week days hour 12 hour 1 4 hour or no distribution at all Begin End hour allows specifying the common minimal hour interval to select in case of distribution by hour 2 hour or 4 hour If the system detects production data Reporting Net User Manual Page 92 of 107 A Author Vocalcom Benelux VOCALCOFrT Call Center Solutions i VOCALCOM Herme s Net Reporting Net User Manual Agent activities Agents state distribution with e mails before of after the indicated begin end hours the report will take the totality of the production data into account and not only the indicated interval Once created the report is presented in a separate window Total work 64 49 33 Service Time 33 10 01 Waiting El Mail Handling E Online Ll Wrapup L1 Pause Working Num Totaltime time Num Totaltime time Total time Totaltime time Totaltime time agents Monday 136 1 11 55 12 9 1 33 31 Tuesday 135 1 59 53 9 996 9 42 20 Wednesda 62 32 14 65 2 54 37 Thursday 115 1 19 59 6 4 14 52 31 Friday 56 53 07 107 2 36 33 Saturday 0 f 0 00 0 Sunday 0 j i 0
5. 502 50 22 1841 12 58 1579 50 12 19 51 33 3444 32 28 0 0 1658 12 37 22768 54 12 3131 35 11 3159 37 07 213 17 13 3876 53 07 0 0 3876 53 07 Received e mails are shown in red handled e mails are shown in green Note that its possible to have more handled e mails than received e mails which indicate that received e mails were not immediately handled The handling of these e mails is thus counted in a later period Reporting Net User Manual Page 64 of 107 Pg Author Vocalcom Benelux VOCALCOM Call Center Solutions J VOCALCOM Herm s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 5 2 E Mails qualifications report This report gives an overview of the number of e mails the duration of the handling and the wrap up of inbound e mails based on their qualification for campaigns and agents selected in a defined time period detailed by campaign Options This tab allows defining the parameters linked to the report layout Data allows choosing if you want to see the details per campaign and or the recapitulative summary Call status On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified e mails Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Stand
6. Argued Dharia h5z 17 Argued All ET Call Digg Ohos s1 This report also displays profits depending on the call status value configured in the administration module as well as a graph that compares the occurrence related to the category Reporting Net User Manual Page 81 of 107 amp Author Vocalcom Benelux VOCALCOFT1 _ Call Center Solutions VOCALCOM Hermes Net Reporting Net User Manual Chat campaigns reports 6 6 Chat status distribution This report gives the detail of chat sessions quantity received by hour grouped by result type for campaigns and agents selected in a defined time period detailed by campaign E Cg Fer CLG Ta 220023 1 Luria rail Aena PES tor ca mde radi oc acest Ppsdivn nop no Che Gnd Cet ee E40 drhOO On CCE 1e 11520 125900 Ar tire nep IG TRE BD ieee ee 25000 EC ED PEWTGAGAS COMENT D b b d gj b b E a z F F i J E b b Pibe CE E E 1 ij Lt i E 4 J J G Ci E E J J i i Tena b E E J o b E a E E x i J E b b JArpuec ned re posite Qnin Cini cb DAP DK DEI Be ne Oni Orbe ined 1859 dO dO in cnn inb ihe ding dam desk Denon mob SD TCU TI b a o b E 4 a fi i i i h b b oped arsed u p E d gy p u E q n p E L E n n Ted al 4 a a i a 4 fi i i 4 a i i b Pcr pa DER Ded pce dono On no Cort ES abs Desk rm dar Eno Grot ATE ian vend
7. Author Vocalcom Benelux Call Center Solutions i VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Call status tab On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single campaign If you choose the summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed and summarized display then the campaigns pages are followed by a summarized page Reporting Net User Manual Page 49 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions LS VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to th
8. Call status On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified e mails Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Reporting Net User Manual Page 69 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions LY VOCALCOM Herm s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single campaign If you choose the summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed and summarized display then the campaign pages are followed by a summarized page The report is divided into several frames Positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 Mail Plainte 0 0 0 0 0 0 0 0 0 0 2 6 0 23 13 2 3 2 3 0 0 0 3 0 R solu 0 0 0 0 0 0 0 0 0 0 2 6 0 23 13 2 3 2 3 0 0 0 3 0
9. Positive Positive All 12 8 Argued All 16 8 Reporting Net User Manual Page 47 of 107 Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions J VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Occurrences and percentage of calls average duration of calls Wrap up and handling estimates of the profits graphic representations of occurrences by qualification and by type of qualification positive argued Distribution of occurrences of calls positive and argued in comparison to the totality and positive in comparison to argued Total duration of communications and handling by type of qualification positive argued and not qualified 3 Call status distribution report This report gives the detail of calls quantity received by hour grouped by result type for campaigns and agents selected in a defined time period detailed by campaign A graphical view is also generated Options tab This part allows defining additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per campaign and or the recapitulative summary Reporting Net User Manual Page 48 of 107
10. amp Author Vocalcom Benelux VOCALCOFrT R EO m Call Center Solutions VOCALCOM Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single agent If you choose the summarized display the data of all selected agents is summed up on a single page If you choose the detailed and summarized display then the agents pages are followed by a summarized page The report is divided into several frames Qualifications Occurences PercentagesAvg online Avg wrapAvg hand Profits Occurences graph Positive Sold 29 12 8 55 23 1 18 1 160 00 29 12 8 55 23 1 18 1 160 00 Argued and not positive Not Sold 4 0 4 0 Not argued and not positive Not Interested Deceased answering machine personal callback callback rappel personnel Others Not qualified Unknown status 1 2 Unknown status 2 1 0 00 mmm 1 260 00 Ratios Occurences Time costs Online duration Handling duration Positive Argued 76 3
11. 0 i 0 0 Sunday 0 0 0 6 24 45 16 10 06 31 3932 In this table the distribution parameter is displayed vertically on the left The months of the year the weeks the days of the week the hours 1 2 hours or 1 4 hours in a day In this example the distribution per day has been selected The detail of the numbers is presented in a table per agent activity Num number of occurrences of activities Total time total time of the activity time percentage of time of the activity in comparison to the total time The last column Working agents indicates how many agents were detected during this period Under the table a graph of the data is shown Reporting Net User Manual Page 91 of 107 Author Vocalcom Benelux VOCALCOFrT a 1 Call Center Solutions ul VOCAL COM Herm s Net Reporting Net User Manual Agent activities Agents state distribution with e mails The colors used for the distribution of data are indicated next to each activity above the table L Waiting C Supervising C Handling C Wrapup K Pause The number of activities is displayed vertically the unit of distribution is displayed horizontally This report doesn t report any e mails related activities 7 5 Agents state distribution with e mails This report gives an overview of the distribution of inbound calls and e mails together with their status in the frame of selected campaigns during a defined time period
12. 0h01 54 2 60 0h01 54 2 60 100 0096 0h46 34 8888 Lhachimi hicham 0h00 00 0 00 0h00 00 0 00 0 00 Oh01 34 9999 Nakos Roussis Oh00 00 0 00 Oh00 00 0 00 0 00 0h00 36 OO ma O GO N MN a O CONN NN CO ocooOo000000909000000o0o0000 o0 O ON SB GO ON tO NN COC CO CO CONN CO COC O co O nest GO OG O at S C0 0000 S 0 Summary 0h02 02 1 40 0h01 02 0 90 66 70 8h50 46 N c N For each of these 2 categories the statistics are provided Argued category Nb argued amount of qualified argued calls 96 argued amount of argued compared to total of calls Avg duration average duration of a argued call Arg H amount of qualified argued calls per hour Positive category Nb positive amount of qualified positive calls 96 positive amount of positive compared to total of calls Pos duration average duration of a positive call Pos H amount of qualified positive calls per hour Pos Argu Positive calls compared to argued calls At the right of the report page the work time with pause time excluded as well as Login time are displayed with pause time included At the bottom of the report page a Summary is provided Reporting Net User Manual Page 98 of 107 amp Author Vocalcom Benelux VOCALCOFrT R E m Call Center Solutions LY VOCALCOM Herm s Net Reporting Net User Manual Agent activities Agent pause report 7 9 Agent pause report This report has b
13. 15 45 1 00 1 15 1 30 1 45 2 00 2 15 2 30 2 45 3 00 3 15 3 30 3 45 4 00 4 15 4 30 4 45 5 00 5 30 6 00 6 30 7 00 T 27 18 TUBES CE 3 696 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 m Reporting Net User Manual Page 42 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions v VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here In the 3 next graphic windows the data presented is as follows The distribution of the number of calls ended in IVR abandoned handled by an agent by period of 15 seconds Under the number of calls is indicated the percentage in comparison to the total number of calls In blue is shown the detail per second 15 30 45 2 28 5258 2 178 14 3276 4 4 M In this example 2 calls 28 696 were hung up between the 1st and 15th seconds 4 calls 57 196 were hung up between the 16th and 30th second 1 call 14 396 was hung up between the 31st and 45th second 3 5 Calls qualifications report This report gives an overview of the number of calls the duration of the communications the wrap up and handling of inbound calls based on their qualification for campaigns and agents selected in
14. 24r 14 d L NEM eee m T 4 i 1 Wr poner nos 1 J a du Reporting Net User Manual Author Vocalcom Benelux Aeqerk ruil Pil wine E mail Lal ib g E E PA ug FA D gu Cu E D pP gm Lu a 7 E zm g T B Ju a TR Ducere E Ere LET Aegan Cha Helased C i Callbacks E DX c pu T ce E DX J 3x Dp s 17 E z DX gsm pos 08 Va siiperi ry prid em Amer Chr Exzlamed Lis Callbacks E z n D cS T gu E D 0S g x D cS T gu E z Ux J X D S T Fh Agian On al ed ka h E zo g d b cR T d Ui quang bre unionem Agee Dna Sans Em Dabi Ty E i Dx g x b cR T dc E c DES b t a Ju E D px 9 dx b dq a dg E D 08 g d b cS T gu Tha requi Sg pari BReqamg Can Favre E rub Calis zou Dp ue Di p m Chet requ of amber Huet Drag Heras Eat Crl scns im D oF b 2n U LA p ze p ue D i p m fe of fi ame Dia Les a n de b cx i rx i b m Ti ge bz b rre pz D c D um B D a fh f hi Ps ER n n res n rm dx ree J rm Uu qe b he e 1 Du Daum Dp ms J D of fi mE D Ue a re D Ure b i me Page 77 of 107 Cunklcgszra Aba dun ud sin Forme ipari ihe Conbqure E GN T a ag oo Fer TER Hz D e DU a AT ge 1 He E D UM uU gw 2 rne 1 La Corse Shader Quit oie Powis Apud Ciber Corbguret 1 CM Lu 3 IPR TIE IS He CS 2 DS 445 va For 171 H CS T D ug 28 ne 1 Ab on Ci sis Poe Arpit Dibar Conbqurec Me 2 P ug H rm 133 Hz p E 2 U g 5 4 m 41 Hz oU 2 Uu EU H i 1H Dasi rabera Tod 3 uU i FR H nmm
15. 5 24 Total 100 0 Ratios Occurrences Time costs Online duration Handling duration Positive Argued 100 0 Positive Positive All 80 5 Argued Argued All 80 595 Call Occurrences and percentage of e mails average duration of e mails handling and Wrap up estimates of the profits graphic representations of occurrences by qualification Reporting Net User Manual Page 68 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here and by type of qualification positive argued Distribution of occurrences of e mails positive and argued in comparison to the totality and positive in comparison to argued Total duration of communications and handling by type of qualification positive argued and not qualified Note that for e mails there is no distinction between communication and handling durations 5 4 E Mails status distribution report This report gives the detail of e mails quantity received by hour grouped by result type for campaigns and agents selected in a defined time period detailed by campaign A graphical view is also generated Options This tab allows defining the parameters linked to the report layout Data allows choosing if you want to see the details per campaign and or the recapitulative summary
16. Benelux VOCALCOFr1 Call Center Solutions J VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 3 8 Call status by agent distribution report This report gives the detail of calls quantity received by hour grouped by result type for campaigns and agents selected in a defined time period detailed by agent A graphical view is also generated Options tab This part allows defining additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per agent and or the recapitulative summary Call status tab On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Reporting Net User Manual Page 51 of 107 amp Author Vocalcom Benelux VOCALCOFrT lt Call Center Solutions LY VOCALCOM Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2
17. Cir rond dL T 73s 1 43 22 Du vocal 2 m Ri nn Pt Ha 7 LUI Chae wea uud Hi u rra arii Hiti His TP Lape Lip Pedal tee Xx rx Be os L_ EEN E d Ee Leo Sir nr tele cath ac m Wea REBRER ER RARER ERRSES ERP RR RR ER SSSR PRS R SERRE ERE RP RR ERE HIAR RSS BS eee LOUE PST SSR RR REL RASS injinismpe Toia fir La c mum ln a JL Ho 3175 CH fosa nin nno un ETE Les Chou Liens at H Reporting Net User Manual Page 89 of 107 amp Author Vocalcom Benelux VOC ALCOT1 ET Call Center Solutions Pi VOCALCOM Herm s Net Reporting Net User Manual Agent activities Agents state distribution A frame presents the data for each date The agents are aligned vertically according to the Display agents options The time scale for the day is shown horizontally in 30 minutes time periods The activities are represented graphically by color bars whose legend is displayed at the top of Waiting Bl Supervising O Online E vrapup O Pause M Right of the graph for each day the log in and log out time is displayed as well as the total work the window time On the illustrated example the agent worked 16 56 sec between 10h14 and 15h27 7 4 Agents state distribution This report gives an overview of the distribution of inbound calls and their status in the frame of selected campaigns during a defined time period Options This tab allows defining the add
18. Manual Page 97 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions uw YO CA LC oO M Herm s Net Reporting Net User Manual Agent activities Agent production report VOCALCOM Agents production report From 04 04 2011 To 08 04 2011 Agents Dur Argu Argu H Dur Pos PosJ H Pos Argu Work Login 1008 Eric Agenda Oh00 00 0 00 0h00 00 0 00 0 00 0h12 26 0n24 05 1013 STEPHANE TT 0h00 00 0 00 0h00 00 0 00 0 00 1h02 18 1h23 05 FORMATION_FINAXY 0h00 00 0 00 0h00 00 0 00 0 00 0h53 24 0h53 39 1014 Etienne Venot Oh00 20 0 50 Oh00 28 0 20 50 0095 4h11 51 9h08 31 Manual 0h00 20 62 10 0h00 28 31 00 50 0096 Oh01 56 0h03 59 1015 Sanchez Philippe Oh00 00 0 00 Oh00 00 0 00 0 00 Oh00 00 0h00 23 1020 Delb Bruno 0h00 00 0 00 OhO0 00 0 00 0 0096 0h13 21 0h35 13 1021 Allonsius Jean Claude Oh00 00 0 00 Oh00 00 0 00 0 00 0h09 45 0h11 28 8529 0h00 00 0 00 Oh00 00 0 00 0 0096 0h02 10 0h03 23 1023 Support Agent 1 0h07 34 5 30 Oh00 00 0 00 0 00 0h22 49 0h35 42 Manual 0h07 34 5 30 0h00 00 0 00 0 00 0h22 49 1999 RINGO FORMATION Oh00 46 16 80 Oh00 45 13 40 80 00 Oh17 51 8529 0h00 41 21 00 0h00 41 21 00 100 00 0h08 35 ATION_RINGO_SORTANT Oh00 54 13 40 0h00 57 6 70 50 00 0h08 59 2000 Sanchez Steeve Oh00 00 0 00 Oh00 00 0 00 0 00 1h30 14 Manual 0h00 00 0 00 0h00 00 0 00 0 00 0h06 32 5555 FORMATION FINAXY 0h01 37 3 70 0h01 37 3 70 100 0094 Oh48 01 8529 0h01 03 53 70 0h01 03 53 70 100 00 0h01 07 FORMATION_FINAXY
19. Then the average duration times are detailed by campaign Avg Talk AvgConvDuration average conversation time Avg Wait AvgAnsweredWaitDuration average queuing time Avg Aband AvgAbandonWaitDuration average abandons time A call is abandoned if it is neither lost nor outside opening hours nor redirected to the overflow procedure nor treated by an agent It is the queuing time of this call that is used here Tot Talk total talk duration for all the calls found in this interval Note that the values have been rounded and that the calculations nb of completed and transferred calls multiplied by the average talk duration can differ from the indicated value Under each column of the table the total and the percentage in comparison to the total number of inbound calls are displayed Each value is also identified by a formula that can be viewed by placing the mouse cursor on the said percentage Under the table a graph of the data is displayed SEEPFEPESEFEPEEPEEEEEEEPSEPE ES Reporting Net User Manual Page 38 of 107 Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here The colors used for the distribution of data are indicated next to each type of call above the
20. Titre 2 to the text that you want to Q AGENT pany AGENT Dany Q AGENT pany Q AGENT Dany a Facturation par agent a Facturation par agent a Facturation par agent a Facturation par agent a Facturation par agent Q AGENT pany a AGENT DAILY a AGENT DAILY appear here Liste des rapports g n r s ou en cours de g n ration D but lundi 28 mars 2011 06 00 00 dimanche 27 mars 2011 06 00 02 samedi 26 mars 2011 06 00 02 vendredi 25 mars 2011 06 00 03 jeudi 24 mars 2011 18 13 15 jeudi 24 mars 2011 18 12 50 jeudi 24 mars 2011 18 12 25 jeudi 24 mars 2011 18 11 10 jeudi 24 mars 2011 18 10 45 jeudi 24 mars 2011 06 00 02 mercredi 23 mars 2011 06 00 02 Pour sauvegarder un rapport sur votre disque dur diguez avec le bouton droit sur un des lens Ouvrir o dessus et choisissez Enregistrer a able sous Etat Date D but Fin Type Actions Ry Rapport cr lundi 28 mars 2011 06 00 00 06 00 03 75 Ouvrir Supprimer Report opens in an Internet Explorer window and can be saved locally under the corresponding format using the option File gt Save as Report can also be deleted Note that this window can also be opened at any moment via the General menu by clicking on the Asked Reports list item Reporting Net User Manual Page 14 of 107 m Author Vocalcom Benelux VOCALCOI 2 OUTBOUND CAMPAIGNS Call Center Solutions w VOCALCOM Reporting Net Hermes Net User Manual Outbound Campaigns
21. a defined time period detailed by campaign Options tab This tab allows defining the additional parameters to filter the report data Reporting Net User Manual Page 43 of 107 i Author Vocalcom Benelux VOCALCOM Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per campaign and or the recapitulative summary Call status tab On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single campaign If you choose the summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed a
22. agent distribution report Reporting Net User Manual Page 62 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions i VOCALCOM Herm s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 5 1 E Mails distribution report This report gives an overview of inbound e mails and their status in the frame of selected campaigns in a defined time period Options tab This tab allows defining the parameters linked to the report layout Data allows choosing if you want to see the details per campaign and or the recapitulative summary Distribution allows selecting the type of call distribution per month day hour 1 2 hour 4 hour or no distribution at all Begin End hour Enter here the common minimal hour of begin and end of the report in case of distribution by hour 12 hour or hour Reporting Net User Manual Page 63 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Mm c 7 eS gt 7 lt Call Center Solutions A VOCALCOM Herm s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Once created the report is presented in a separate window Mails receivedqg Mails traitecd y Avg wait Max wait Monday Tuesday Wednesday Thursday Friday Saturday Sunday 2 1 8 7 B 8 4 2 20 19
23. amp Author Vocalcom Benelux VOC A LCOI Reporting Call Center Solutions VO C A L M Net User Hermes T j Net Manual Chat campaigns reports Page name indicates the amount of visits for each page of the site Page group indicates the visit of one or more pages of a same group of pages Previous page indicates the pages to which the surfer came back to VOGALOM Grn ebd Guar Cor a aTa CRIE From DIRNET Ta 28002 H Chet reeni bey Tera h iF 21 ird dr D 5 nn tee t s WO mo ZB Cn recalled by surfers Bome Vek Arh ca Faxpem Che Cory accum fo web m AL D 24 AT Gr che vocac t nz i 24 1520 3r Tria 1E4 b 22 EX Tul inp aes bel Dry ace rt Faa uie Weis Mais cud Requaet Chr z 124 p 111 1589 ms Tea m p 5d AT gu Teini 1E4 p HI LE AX Chal roche by efor Hapani Wei face Rapar Or Pl kapri ifai Hi 2 3 TM Chal rem umb by eters Fage nete ee ho cR Psp nr EME ACHAT CREDIT Th b 53 da TG C iren Bux Vas i iki iT deris baro iem uM do ipae hi 1 j im m mans run za n T T nune Chal rucpesiad bey fork Aic cal feu Chi AMO EXT Pep preg Yahu Mo ge IH a Ghali eck by porto Fire phage rie Whe Andro rad Sipi Cal eal pee ee new d up UT 275 PASSE SI eT SSC or E Hu wh Pare immi fe 1 ua H AMA dew due c3 x dexoeni Pa 1 a ds ri rash dg 2 d 2 AT pipri ze q a z A raper E n fi REA pend nea oa a n Akta pun zu d EL m art pape
24. display a page shows the data of a single campaign If you choose the summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed and summarized display then the campaigns pages are followed by a summarized page The report is divided into several tables followed by a graphic Positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 0 4 0 0 0 0 0 1 0 1 1 0 0 2 2 3 0 1 6 2 0 4 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 1 1 1 0 2 2 3 0 1 6 2 0 1 0 0 Argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 Not Sold 0 0 0 0 0 0 2 0 0 1 4 0 0 0 Total 0 0 0 2 0 0 1 2 1 0 0 0 0 0 0 Not argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 busy 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 4 0 0 0 0 0 wrong number absent answernng machine Not Interested Deceased answering machine personal callback icallback answering machine personal callback ce 0000 co ce coc So amp oo o 0 oO 0c oc CO oC O 000 000000 oo oc 0 oo E E oO oo o 0 oO 0c oO C CO 0 oo oc 08 oc Cc 0 Go 9000000060 0 ooo 0 oO 0 oO c oO fo eeoqgqeqeqecdd amp amp ooo 0 0 0c
25. i Ve Caspers 4 FB 3 0 FE ETH 32 hz s 2 08 iE Ti T i He b ir UM i g 8 rk He p ds Uu d J m hz Ck oar Aberin Cuk sis Past que ter Czrilgu ad A ok l1 Tx Ami EE Mi hid Fine iba raf Uv ole Poole pet Other Cerise 7 i 4 EN r3 gm II Mu Dn gu 0 7X Dx 2 dme B Ha i TA nove 1 fire ET l n dw 5X a Ds ire r og A T X Ur ue a Fea D Gm J IS 13 of 4 Ha fi t n 9 T ie 1 i T Fri n d n Te er i Fin Uu gt i LE 11 1 TLR E Pa 4 u oo J Dx 21 p Ma fi T n zu F Lc 1 dixe n Pin dre v a D i rie rne VOCALCOFT Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual Chat campaigns reports Each of these categories is separated in 3 sections Chat requested by surfer displays visits the Auto call Requests Connected chat Chat requested by system displays Chat Requests Connected chats Refused Emails sent from page callbacks amount of web callback requests Abandon and Quit site when the surfer quits the site while being on a certain page Qualification indicates which category of qualification has been registered for the chat session positive argued not argued 6 3 Chats distribution reports per country This report gives an overview of the chat requests and visits of the internet site per country identified in the frame of selected campaigns in a defined time distribution month day hour 1 2 hour and hour VOCALCOM Web
26. if you want to see the details per agent and or the recapitulative summary Call status tab On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls You can also indicate that you want only take the last call result into account concerning a client record Reporting Net User Manual Page 25 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions LS VOCALCOM Herm s Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications If you have chosen the detailed display a page shows the data of a single agent If you choose the summarized display the data of all selected agents is summed up on a single page If you choose the detailed and summarized display then the agent s pages are followed by a summarized page The report is divided into several tables followed by a graphic 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 0 1
27. not the non qualified e mails Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Reporting Net User Manual Page 67 of 107 amp Author Vocalcom Benelux VOCALCOFrT i Call Center Solutions a VOCALCOM Herm s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single agent If you choose the summarized display the data of all selected agents is summed up on a single page If you choose the detailed and summarized display then the agent s pages are followed by a summarized page The report is divided into several frames Qualifications Occurences PercentagesAvg online Avg wrapAvg hand Profits Occurences graph Positive Mail Plainte 5T 74 0 2T 27 0 00 Resolu 5T 74 0 100 0 of 2T 0 00 Mail demande 5 6 5 48 48 0 00 Information Infomation donn e 5 6 5 100 0 48 48 0 00 62 80 5 29 29 0 00 Not argued and not positive TEST 11 14 35 TEST OK 11 14 3 11 14 35 Others Not qualified 5 2
28. of the internet site in the frame of selected campaigns in a defined time distribution month day hour hour and 1 4 hour VOCALCOPFT Wab campaigns repart Campaign Giohal Luar Cece Gictel Cure Care Fan UO Bat Tp Se vip sip eme Cha gqugsigd rg nrfurs Sua eee ig ere rite Tor dag dur R p ul ih Trama Saj ur eee Denn Lern Trew Asp dur fund Miniatur aj id Tu fini Pea Le aa nre ings Seco Td F T EP iT onmi Tikei a iii Cri ee os VIEN mirth P i ES 5 Ono iai eiriakir as a DT re ie e 2 Lire as Ch Thal s a rs hari B a sh TP Gere os 0 harii Fri ar SES ere sr 5 bos ESS Depp a 3 THS Es On u Batundary 3 HEPR OO DTI I RT HAT SOIT u Li qu Th DETUR u Turaki a qu DW J T nro Q J PE Gu DT J 1H AIS Mir 22 T it ES Ch 15 15 ADU ES OTH According to the hour distribution chosen in the options this report will show you the activity of your web campaigns per interval 3 areas are visible Web site visits indicates the total number of visits on the website the transformation rate also known as conversion rate as well as the average duration of a chat session Conversion rate amount of chat sessions requested by surfer chat sessions requested by system DIVIDED BY amount of visits on site Chat requested by surfer indicates the total number of chat sessions requested by the surfer the actual amount of connected chat sessions chat reachability rate transformation rate conn
29. or promotional media in any form whatsoever 1996 2006 VOCALCOM S A All rights reserved Reporting Net User Manual Page 2 of 107 amp Author Vocalcom Benelux VOCALCOFT1 BW Call Center Solutions VOCALCOM Herm s Net Reporting Net User Manual Index 1 INTRODUCTION 9 1 1 General Information 6 1 2 What s new since last version Error Bookmark not defined 13 First Steps 7 1 4 The application selection screen 8 1 5 The Main screen 9 1 6 General information on options and filter screen 10 1 6 1 Date range 11 1 6 2 Filters 12 1 00 Report type selection 13 1 7 Generating a report 13 2 OUTBOUND CAMPAIGNS 15 2 1 Call file progress report 16 2 2 Call qualifications report 19 2 3 Call qualifications by agent report 20 24 Call status distribution report 21 2 5 Call status by agent distribution report 29 3 INBOUND CALLS CAMPAIGN 28 3 1 Campaigns overview 29 3 2 Campaigns report 30 3 3 Calls distribution report 35 3 4 Waiting time report 38 3 5 Calls qualifications report 42 3 6 Calls qualifications by agent report 44 3 7 Call status distribution report 46 3 8 Call status by agent distribution report 49 4 MANUAL CALLS 5 2 4 1 Manual calls report 53 4 2 Calls qualifications by agent report 54 4 3 Calls status by agent distribution report 57 5 E MAILS CAMPAIGNS 6 0 5 1 E Mails distribution report 61 9 2 E Mails qualifications report 63 5 3 E Mails qualifications by agent report 65 5 4 E Mails status distribu
30. qualified 2 4 Call status distribution report This report gives the detail of calls quantity done by hour grouped by result type for campaigns and agents selected in a defined time period detailed by campaign A graphical view is also generated Options tab This part allows defining additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per campaign and or the recapitulative summary Call status tab On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls You can also indicate that you want only take the last call result into account concerning a client record Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Reporting Net User Manual Page 23 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions LS VOCALCOM Herm s Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Standard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications If you have chosen the detailed
31. rate transformation rate connected chat sessions compared to site visits the average duration of a chat session the chat sessions refused by surfer the chat sessions abandoned by surfer A graphical view is also generated WVOCALCODI Web campaigns report Chal siquis led Dry barbei D Cras sec E Ctar rei cowed ine agent ris The first graph indicates in green the connected chat sessions and in red the chat sessions which weren t connected to an agent no agent available The second graph indicated in green the connected chat sessions chat refused by surfer and chat abandon Reporting Net User Manual Page 79 of 107 X am s P Author Vocalcom Benelux VOC ALCOI R Da Call Center Solutions VOCALCOM Herme s Net Reporting Net User Manual Chat campaigns reports 6 4 Chat status This report gives an overview of the number of chat sessions the duration of the handling and the wrap up of the chat based on their qualification for campaigns and agents selected in a defined time period detailed by campaign Campaign Global Customer Ce Fram OA Ta 280701 1 Standard qualficalians nuded Not cualfisd calls maiks include Qualifications eceureneas i W I d Qecuranens drama Pexiliua promesse conbrat hoz 02 P aieinenl GE Dh 1 5H h z z Argued jard not positive Contes relancer Dh0z 34 hn2 xs Dhosdz rappel personnel s th3 23 phano nud 23 nh z 41 hn2 15 Dho4 55 Na
32. redo eee UJ In this window the user has to enter his identification information before he can start using the application The language field allows you to change the language displayed in the application After entering the necessary information the user presses the enter button or clicks on the button upon which the system verifies the data If the information and password are correct the application selection window appears Note if you add the URL listed in the trusted sites of Internet Explorer of the workstation on which the application is running the status bar at the bottom of the screen does not appear Reporting Net User Manual Page 7 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions w VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 1 3 The application selection screen reas LE dE n aGamemistraoan gt teeertece Groinerr Srparrine Ti T aa a P srant a y Rogue visites LU TEL WM 2 Us ics mu a wy In this window the user can launch one of the following applications Administration Web Scripter oD Planning B Reporting d Supervision D Agent These applications are available depending on the rights given to the identified
33. rere a b b b 0 i 4 a 1 b b 0 b Total 1 p p p p a oO E amp J p I J p p p bien age CH naa pee DOBSG Ci OO DibbD Cr DEBDD CO DR CE De PO 1480 VON Wed d4bbO 45586 TR rh 1B ie DhDD Din Z2BDD TN Total BEW L b b i b 3 J a 5 amp 4 if 16 4 amp b Total q E p J E p g I oO 1 3 1 5 a Iz 1 1g 4 E J p ALLIES DORSG DihDD OO DibDD Cl DoD CO DCBRDD CNE De TORO 1482 AO 34M d4hbO 159 PBhDD TP BRD Tr SOMCD JU 55H00 TN Total DELETE 4 hi z i i i 3 a E i 14 T b Toi f p J p J J p J a E r D a 3 Le 14 4 Zz J D J A graphical view of these data is also generated that the proportions between Positive Argued No argued categories D pra I rer irl rori panii Bl Hzc vigumerH fed ren 2208 Reporting Net User Manual Page 83 of 107 amp Author Vocalcom Benelux VOC A LCOI a d Call Center Solutions LY VOCALCOM Hermes Net Reporting Net User Manual Agent activities 7 AGENT ACTIVITIES This set of reports is based on agent activities 5 predefined reports are available and detailed in this chapter Agents report Activities by agent report Activities by date report Agents state distribution report Agents state distribution report with e mails Billing by agent Billing by date Production by agent Agent Pause report Reporting Net User Manual Page 84 of 107 amp Author Vocalco
34. tables a graph of the data is displayed Reporting Net User Manual Page 72 of 107 amp Author Vocalcom Benelux VOCALCOFrT ue ve Call Center Solutions VOCALCOM Herme s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here D Positive Bl Argued and not positive Bil Not argued and not positive 00 00 01 00 02 00 03 00 04 00 05 00 06 00 07 00 08 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 19 00 20 00 21 00 22 00 23 00 Reporting Net User Manual Page 73 of 107 Author Vocalcom Benelux VOC ALCOM E wu Call Center Solutions up VOCALCOM Herme s Net Reporting Net User Manual Chat campaigns reports 6 CHAT CAMPAIGNS REPORTS This set of reports is based on Chat and Web activities 5 predefined reports are available and detailed in this chapter Chats distribution reports Chat campaigns reports Chats distribution reports per country Chat status Chat status per agent Chat status distribution Chat status by agent distribution Reporting Net User Manual Page 74 of 107 amp Author Vocalcom Benelux VOCALCOFT1 i EO m Call Center Solutions up VOCALCOM Herme s Net Reporting Net User Manual Chat campaigns reports 6 1 Chats distribution reports This report gives an overview of the chat requests and visits
35. the weeks days of the week hours 2 hours 4 hours of the day in this example the distribution per 1 2h has been chosen The details of the figures are presented in a table per call type Calls IsACall all calls arriving at the Call Center Closed IsClosed calls that have arrived at the Call Center outside opening hours Overflow lsOverflow calls that are redirected to the overflow procedure Rerouted OlsRerouted calls having been redirected to another destination lost IsLost calls that have arrived during opening hours which are not redirected to the overflow procedure with duration inferior to the Lost time parameter IVR IsLostinIVR calls that are redirected to the IVR and hung up Abandon lsAbandoned calls that are not lost that have arrived during opening hours which are not redirected to the overflow procedure and not treated by an agent Compl lsAnsweredWithoutTransf calls that are not lost and treated by an agent not transerred Reporting Net User Manual Page 37 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions i VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Transf lsAnsweredWithTransfer calls that are transferred by the first agent to another agent
36. user If only one application was made available to him the system will automatically launch it If not the user must press the button next to the application he wants to start Reporting Net User Manual Page 8 of 107 Lj Author Vocalcom Benelux VOC ALCOT1 E 2 Call Center Solutions WS VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to v here The name of the user is indicated at the bottom of the window as a reminder The button uU ER on the right allows you to go back to the previous screen and change the language or identifier This document only explains the Reporting application Please refer to other documents for other applications 1 4 The Main screen When launched the application shows a screen with the first kind of report ready to be configured Inbound Campaigns overview aerumnas de coco phas d apria Sus d cmercdiur la das Ori OM awiu u A DOROST motos oien Ade Hn Reporting Net User Manual Page 9 of 107 j m Author Vocalcom Benelux VOC ALCO Call Center Solutions P VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text
37. 0 Temps de travail 6h57 04 7h09 24 6h16 48 7h01 04 3h41 39 31h05 59 Temps de travail 2h30 30 30h20 34 24h54 10 31h05 59 88h51 13 Login duration and Active duration are displayed per agent and per day The last page of the report is the summary where the Amount of days logged is displayed as well as the Total Active duration and Total Login time Reporting Net User Manual Author Vocalcom Benelux Page 95 of 107 Hermes User Manual Agent activities Billing by agent report Billing Report Temps moyen de travail jour 2h30 30 7h35 08 6h13 32 6h13 12 6h20 48 VOCALCOFT Call Center Solutions LY VOCALCOM Herm s Net Reporting Net User Manual Agent activities Billing by date report 7 7 Billing by date report This report was created to give an overview of the amount of worked hours of a particular day and for the specified agents In this report a difference is made between Active duration excluding Pause time and Login time including Pause time This report offers different options for opening Always include actions with no campaign actions with no campaign are the actions performed by the agents when no skill has been affected to them in other words when the agent doesn t have any skill while being logged in Page break after each agent this option allows showing more than one agent per page Show graphics allows showing the graphic
38. 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 3 1 0 0 0 0 0 0 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 0 0 0 0 0 0 0 5 2 0 1 3 2 7 1 3 0 0 0 0 Unknown status 1 1 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 Unknown status 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Total 0 0 0 2 7 1 3 0 The tables show calls hour distribution for results types Positive Argued and Not Argued Under the tables a graph of the data is displayed Reporting Net User Manual Page 52 of 107 amp Author Vocalcom Benelux VOCALCOFrT EE PF all Center Solutions A VOCALCOM Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here D Positive Bl Argued and not positive Bl Not argued and not positive 00 00 01 00 02 00 03 00 04 00 05 00 06 00 07 00 08 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 19 00 20 00 21 00 22 00 23 00 Reporting Net User Manual Page 53 of 107 amp Author Vocalcom Benelux VOCALCOFrT a Ys Call Center Solutions LY VOCALCOM Hermes Net Reporting Net User Manual Manual Calls
39. 0 0 0 0 0 7 0 1 1 0 0 2 2 3 0 1 6 2 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 1 1 1 0 2 2 3 0 1 Argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 Not Sold 0 0 0 0 0 0 2 0 0 1 0 0 Total 0 0 0 2 0 0 1 2 1 Not argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 busy 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 4 0 0 0 0 0 wrong number absent answernng machine Not Interested Deceased answernng machine personal callback icallback answering machine personal callback ce ooococc 0c cc coc c o 0 0 0 0 0 0 0 0 0 0 0 000000006060 ooo 0 oO 0 CO E E f oo oc 0c oc CO C CO oO oo o 0 co 70 CO C CO oO 00060000 amp e 0000000000 oo oc 0c oc CoO C Go 0000000000 oo o o oc co oc 0 O RE 220600600000 SOO 00000 oo oo oO 0 oO 40 oco 00005050500 coO c0cocoocoo0ooc e ooj oo0o0o0c0 00 oo o oOo oO oO 0 OOO ON CO HR 0000 0 0000000000 oo co co 7c CO CO CO C oO o0 00000000 ceO ococococcocococcccc Total Reporting Net User Manual Page 26 of 107 amp Author Vocalcom Benelux VOCALCOFT1 e ce ce ce e e e ce e ce w9 e N _ N _ Les e e e e e i a vm Call Center Solutions LA VOCALCOM Herm s
40. 00 0 16 10 06 31 39 32 In this table the distribution parameter is displayed vertically on the left The months of the year the weeks the days of the week the hours 2 hours or 1 4 hours in a day In this example the distribution per week day has been selected The detail of the numbers is presented in a table per agent activity Num number of occurrences of activities Total time total time of the activity time percentage of time of the activity in comparison to the total time The last column Working agents indicates how many agents were detected during this period Under the table a graph of the data is shown Reporting Net User Manual Page 93 of 107 amp Author Vocalcom Benelux VOCALCOFrT a AD Call Center Solutions ul VOCALCOM Herm s Net Reporting Net User Manual Agent activities Billing by agent report The colors used for the distribution of data are indicated next to each activity above the table L Waiting Bg Mail Handling L Online L Wrapup L Pause The number of activities is displayed vertically the unit of distribution is displayed horizontally 7 6 Billing by agent report This report was created to give an overview of the amount of worked hours of a particular agent during a specified period In this report a difference is made between Active duration excluding Pause time and Login time including Pause time This report offers different options fo
41. 00 21h00 22h00 23h00 Not qualified 0 0 0 0 0 0 0 0 0 1 3 2 Z 1 3 0 0 0 0 0 Unknown status 1 1 0 0 0 0 0 0 uU 0 0 0 0 0 0 0 0 0 0 0 Unknown status 2 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 uU 0 0 0 Total 0 0 0 0 1 2 0 0 0 The tables show calls hour distribution for results types Positive Argued and Not Argued Under the tables a graph of the data is displayed D Positive E Argued and not positive Bl Not argued and not positive 00 00 01 00 02 00 03 00 04 00 05 00 06 00 07 00 08 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 19 00 20 00 21 00 22 00 23 00 Reporting Net User Manual Page 60 of 107 amp Author Vocalcom Benelux VOCALCOFr1T Call Center Solutions LS VOCALCOM Herm s Net Reporting Net User Manual Manual Calls Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Reporting Net User Manual Page 61 of 107 ia x Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions LY VOCALCOM Hermes Net Reporting Net User Manual E Mails Campaigns 5 E MAILS CAMPAIGNS This set of reports is based on the e mails handling done by the agents 5 predefined reports are available and detailed in this chapter E mails distribution report E Mails qualifications report E Mails qualifications by agent report E Mails status distribution report E Mails status by
42. 0025 zr THK 14 00 zu Dono ic Dh 15 E pii mai D CCC D OUO zs TOR 15 00 14 Oo 3 OC 3 hoci 0 ECC 0 0095 14 TOGO Total TS Door 3c Ohio 15 OF DOO D COD D coo T2 THK Reporting Net User Manual Page 100 of 107 amp Author Vocalcom Benelux VOCALCOFrT Lj i Call Center Solutions VOCALCOM Hermes Net Reporting Net User Manual IVR REPORTS IVR Distribution report A graph is also generated indicating the amount of simultaneous visits vertical scale for each time slot horizontal scale Humber of maximum simultaneous connections for cach time siot FPP aW VP VP uo Quo m VR uo uo Ve uh Vue ue um um uo ue PPPS Reporting Net User Manual Page 101 of 107 amp Author Vocalcom Benelux VOC ALCOI Call Center Solutions LY VOCALCOM Herm s Net Reporting Net User Manual IVR REPORTS IVR Message report 8 2 IVR Message report This report gives an overview of the distribution of the IVR messages markers Those markers are placed at some points in the IVR branches and every time a call passes through one of the markers a new occurrence is registered see IVR editor documentation for the configuration of the markers An average duration is also displayed under the message The total amount of visits per message is displayed at the end of each message VOCALCOR VR messages report np Ass MA SAT ARR ET From CH il G44 To MERS CN 1 DS grp dix ds nap 05840 DESG Oo CSC Cr TODO 1300
43. 07 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions w VOCALCOM Herme s Net Reporting Net User Manual Scheduling reports Setup amp Save report 9 SCHEDULING REPORTS 9 1 Setup amp Save report The first step of scheduling a report is to choose the report you want to schedule from the top menu In the example here below we ve chosen the CallStatus by agent report Hermes Net Reporting Copyright i zODL 2011 Vocslcam Software Inc ee e a a ja s r nr i a Mywwedcue c rence Next choose the periodicity of your scheduling and select the appropriated Date range for your report You can either select a static date range ex 01 01 2011 to 31 02 2011 or a dynamic range by selecting a predefined dynamic date range from the From field and from the To field Open the dropdown list to choose from the following options ime Zone GMT 42 Today will select data related to the day of the report Fram Yesterday sd No day defined generation f Today Yesterday will select data related to the day of the report nsu AMD Current week begin generation 1 day am Previous week begin Current month begin Current week will select data of the current week until the Previous month begin day of generation Reporting Net User Manual Page 104 of 107 amp Author Vocalcom Benelux VOC ALCOT1 R E m Call Center Solutions up VOCALCOM Herme s Net Rep
44. 1 12 02 05 12 02 06 amp Open Delete Call file progress report Report generated mercredi 30 mars 2011 12 01 24 12 01 28 Open Delete Call status by agent Report generated mercredi 30 mars 2011 12 00 34 12 00 38 73 Open Delete a Agents report Report generated mercredi 30 mars 2011 11 59 29 11 59 35 p Open Delete You new freshly generated reports will be presented in the list of the generated report together with all the other reports you ve created manually or automatically scheduled Reporting Net User Manual Page 107 of 107 amp Author Vocalcom Benelux VOCALCOFrT
45. 16 2 36 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 n iih A Number of calls abandoned during the specified waiting time period 0 00 call s abandoned after 8 00 v 30 45 1 15 1 30 sie 2 15 2 30 7 3 00 3 15 3 30 m TRE T 4 30 4 45 T 5 30 ar a 7 00 7 30 8 00 3 1 0 0 0 0 0 0 0 0 0 0 0 9 13 Mies idu cor m 6 496 21 T T 0 0 0 0 0 0 0 0 0 0 den T dim 0 096 0 096 T 0 096 do d 0 0 0 0 0 0 lita mM hoe i i i Number of calls handled by agents during the specified time period 0 00 call s handled by agents after 8 00 15 30 45 1 00 1 15 1 30 1 45 2 00 2 15 2 30 2 45 3 00 3 15 3 30 3 45 4 00 4 15 4 30 4 45 5 00 5 30 6 00 6 30 7 00 7 30 8 00 107 24 4 5 3 3 0 1 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 72 3 16 2 27 34 20 2 096 0 096 0 7 0 096 0 096 00 0 096 0 096 07 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 0 096 Pa ik The time and date period as well as the filtering parameters are noted in the above table Calls Closed Overflow Rerouted Lost Ended IVR Abandon Handled 363 g 33 0 24 111 AT 148 0 096 9 196 0 096 5 696 30 696 12 996 40 698 In the first frame the data presented are the following Calls IsACAall all calls arriving at the Call Center Closed IsClosed calls that arrived at the Call Center outside opening hours Overflow lsOverflow calls that are redirect
46. 4 MANUAL CALLS This set of reports is based on the manual calls done by the agents 3 predefined reports are available and detailed in this chapter Manual calls report Calls qualifications by agent report Call status by agent distribution report Reporting Net User Manual Page 54 of 107 amp Author Vocalcom Benelux VOCALCOFrT Td co Call Center Solutions Pi VOCALCOM Herm s Net Reporting Net User Manual Manual Calls Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 4 1 Manual calls report This first report gives the list of manual calls made by the selected agents in a defined time period Once created the report is presented in a separate window 1 000 Moonen Jos Calls Success Avg Dur Total dur Percentages Top 5 destinations 0246 8295 1 1 22 4 21 16 9 19 4 0473475504 12 12 1 11 14 07 16 9 19 4 013610710 1 07 11 08 14 1 16 1 1200 43 4 19 8596 9796 0478729096 5 05 20 21 5 6 6 5 Others 18 1 1 06 19 40 25 4 29 0 1 12 1 13 57 87 3 100 0 1 003 Frenay Fabien Success Avg Dur Total dur Percentages Top 5 destinations 024678295 s 36 1 46 42 42 9 0473475504 f 2 16 2 6 28 6 0032473475504 5 5 1 4 14 3 1200 3 1 3 1 1 4 14 3 58 095 100 0 Each agent who has made manual calls his her data is indicated in a separate frame In this frame you will see the number of calls per destination and among these calls the
47. ALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 1 1 General Information Herm s Net Edition and its applications provide a report creation tool called Reporting Net This document explains in detail all available functions This application allows a user to parameterize and view pre defined reports relative to campaign calls and Call Center agent activities An advanced reporting definition document is now available and provides all technical references and formulas used in this module 1 2 First Steps Once the application is installed it can be accessed through the following URL http localhost hermes net v4 admin t Favons ue Stes sugg r s Galene de composant Page vierge The first start up after installation typically requires a bit more time before the ID screen is displayed All future launches will be significantly faster Reporting Net User Manual Page 6 of 107 amp Author Vocalcom Benelux VOC ALCOT1 Ew m Call Center Solutions up VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here PS aa ra OT
48. If you choose the summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed and summarized display then the campaign pages are followed by a summarized page The report is divided into several frames ua Ale actions Occurences Peroemnimes Online Aeg rage Hari Priced tts Three quati Hot argital qand ied positives luy I Endt Bk F hat Le nn personal zallaeck 1 TETY 13 F 15 Le mm callback 4 TETY 2 I EAIA 4 4 um 14 EL RU 2 1 FH DCE ee her Het apua ai 2 Vids 1T i7 i mmm Uno giyime 1j h HUS M Li sz am Unknow elus 43 1 hs AF F 17 EI 34 47 5 Do U Talal 15 LC ba 1 95 il 125 PT Face Heures Tint eta Peaitiuc Ariel Dd acsi sc Pati iA Pid Aa ipud Argued ag Das Call Occurrences and percentage of calls average duration of communications Wrap up and handling estimates of the profits graphic representations of occurrences by qualification and by type of qualification positive argued Distribution of occurrences of calls positive and argued in comparison to the totality and positive in comparison to argued Reporting Net User Manual Page 20 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Total duration of communications a
49. Mail demande 0 0 0 0 0 0 0 0 0 0 2 1 0 0 0 1 0 1 0 0 0 0 0 0 Information information donn e 0 0 0 0 0 0 0 0 0 0 2 1 0 0 0 1 0 1 0 0 0 0 0 0 Total 0 0 0 0 0 0 0 0 0 0 7 0 23 13 d 3 3 3 0 0 0 3 0 Not argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 TEST 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 1 0 0 0 0 0 1 0 0 TEST OK 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 1 0 0 0 0 0 1 0 0 Total 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 1 0 0 0 0 0 1 0 0 Others 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 Not qualified 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 3 0 0 0 0 0 0 Total 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 3 0 0 0 0 0 0 The tables show e mails hour distribution for results types Positive Argued and Not Argued Under the tables a graph of the data is displayed Reporting Net User Manual Page 70 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions LS VOCALCOM Herm s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here D Positive Bl Argued and not positive Bil Not argued and not positive 00 00 01 00 02 00 03 00 04 00 05 00 06 00 07 00 08 00 09 00 10 00 11 00 12 00 13 00 14 00
50. Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here The tables show calls hour distribution for results types Positive Argued and Not Argued Under the tables a graph of the data is displayed O Positive Bl Argued and not positive B Not argued and not positive 01 00 07 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 19 00 21 00 Reporting Net User Manual Page 27 of 107 ia x Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions uw YO CA LC M Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here 3 INBOUND CALLS CAMPAIGN This set of reports is based on the activities of inbound call campaigns and on the distribution of calls 8 predefined reports are available and detailed in this chapter Campaigns overview Campaigns report Calls distribution report Waiting time report Calls qualifications report Calls qualifications by agent Call status distribution report Call status by agent distribution report Reporting Net User Manual Page 28 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions v VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Tit
51. TE 03 26 ra 1 amp 00 TD 100 1800 16 2000 217400 EOS Si EESTI Marcus sigitkqaes Tari irebe E l 1 h L Aig cux ri ES CDD Oi eco DD ond Service Foam I I z 1 3 Any Most Caries Dur ri wu ror Service Chrenrl 1 a 8 i Am vois ori AT Se ZH arr Marius I 3 a d irs Ain Xa ori CM Oe DOO PE Bean Far Dr AES 1 i 1 I Any rnb A OGUE Gar Brarches Plarrirg AF H 1 1 deg cue Dor Gru RAS 1 1 J Apg Jatiki Ore ll OE Ear ip Forces Weekered 1 any cum AHH Tr Reporting Net User Manual Page 102 of 107 ia x Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions od VOCALCOM Herm s Net Reporting Net User Manual IVR REPORTS IVR durations report 8 3 IVR durations report This report shows the different markers of the IVR script and how long the calls spend in each one of them Those markers are placed at some points in the IVR branches and every time a call passes through one of the markers a new occurrence is registered see IVR editor documentation for the configuration of the markers Graduation is divided in 5 segments Less than 5sec between 5 sec and 20 sec between 1 min up to 5 min more than 5 min VOCALCOM IVR durations report Campagne 6305 2dB 78 565 SAT 42 rpusss La 1001253011 Nona da 54 De 53 30s De 20s nan Be 1min 5n Flug de Smin Total Menu interactif 1h 1 1 2 Strat egio da Tin d appel 1 a 1 amp PASSAGE FR I 1 Sat 1 1 1 Reporting Net User Manual Page 103 of 1
52. This set of reports is based on the activities of outbound campaigns and on the distribution of their calls 5 predefined reports are proposed and detailed in this chapter Call file progress report Call qualifications report Call qualifications by agent report Call status distribution report Call status by agent distribution report Reporting Net User Manual Page 15 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions i VOCALCOM Herm s Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 2 1 Call file progress report This report allows visualizing the distribution of recordings of calls files based on their status Options tab Data allows choosing if you want to see the details per campaign and or the recapitulative summary For each campaign Show allows choosing if you want to visualize the data for all call files and summary only currently used call file currently used call file and summary all call files If you choose the summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed and summarized display then the campaign pages are followed by a summarized page Reporting Net User Manual Page 16 of 107 amp Author Vocalcom Benelux VOCALCOFT1 E Call Center Solutions up VOCALCOM Herme s Net R
53. Titre 2 to the text that you want to appear here Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single agent If you choose the summarized display the data of all selected agents is summed up on a single page If you choose the detailed and summarized display then the agent s pages are followed by a summarized page The report is divided into several tables followed by a graphic 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 0 0 0 0 0 0 0 0 2 1 5 2 0 7 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 not sold 0 0 0 0 0 0 2 4 0 0 1 0 0 0 0 0 afsoraak 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 Documentation 0 0 0 0 0 0 0 1 0 0 0 2 1 0 0 Not argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 0 0 0 0 0 0 0 0 1 0 0 0 0 1 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0
54. VR to another destination Don t confuse this value with the value Rerouted under Answered by agents which concerns calls transferred by agents to an external destination not by IVR Lost IsLost calls that arrived during opening hours which are not redirected to the overflow procedure with duration inferior to the Lost time parameter Ended in IVR 9IsLostlnIVR calls that are redirected to the IVR and hung up Abandon IsAbandoned calls that are not lost that arrived during opening hours which are not redirected to the overflow procedure and not treated by an agent Remark Calls not closed by agent and not redirected to the overflow or rerouted get to 3 different categories if the handling duration is less than the Lost time value the call gets to the Lost category else if the call was hanged up in the waiting queue it gets to the Abandon category else if it was hanged up during IVR handling it gets to the Ended in IVR category Reporting Net User Manual Page 32 of 107 Author Vocalcom Benelux VOCALCOFrT Call Center Solutions i VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Answered by agents SumlsAnswered calls that are treated by an agent completed and transferred Completed lsAnsweredWithoutTr
55. ansf calls that are not lost and treated by an agent not transferred Transferred lsAnsweredWithTransfer calls that are transferred by one agent to another Rerouted lsAnsweredWithRerout calls transferred by the first agent to an external destination Don t confuse this value with the value Rerouted at the previous level which concerns calls transferred by the IVR not by agents Top 3 queues this part allows viewing the 3 most used queues linked to the campaign an agent personal queue will be notified by the agent id Next to each value the percentage in comparison to the total number of calls is displayed To the right of the frame a graph shows the distribution of calls by results This graph illustrated as a pie allows visualizing the distribution of the percentage in time of call results or recapitulative on the last page Reporting Net User Manual Page 33 of 107 Author Vocalcom Benelux VOCALCOFrT gt eo 7 dd Call Center Solutions gt VOCALCOM Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Times Standard deviation Maximum Ended in WR _ O a I a m Total time 27 18 1 38 43 Abandon m IVR time 49 B Waittime 18 Total time 35 Answsered by agents B IVR time 2 00 B aittime 1 00 B Tal
56. apply Heading 2 Titre 2 to the text that you want to appear here 4 3 Calls status by agent distribution report This report gives the detail of calls quantity received by hour grouped by result type for campaigns and agents selected in a defined time period detailed by agent A graphical view is also generated Options tab This tab allows defining the additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per agent and or the recapitulative summary Call status On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window Reporting Net User Manual Page 59 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions LS VOCALCOM Herm s Net Reporting Net User Manual Manual Calls Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here If you have chosen the de
57. ard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single campaign If you choose the summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed and summarized display then the campaign pages are followed by a summarized page Reporting Net User Manual Page 65 of 107 amp Author Vocalcom Benelux VOCALCOFrT i Call Center Solutions d VOCALCOM Herm s Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here The report is divided into several frames Qualifications Occurences PercentagesAvg online Avg wrapAvg hand Profits Occurences graph Positive Mail Plainte 5f 74 0 2T 2T 0 00 R snalu 5T 74 0 100 096 2T 2T 0 00 Mail demande 5 6 5 48 48 0 00 Information Infomation donn s 5 6 5 100 0 48 48 0 00 62 80 5 29 29 0 00 Not argued and not positive TEST 11 14 3 28 TEST OK 11 14 3 100 0 28 11 14 35 28 Others Not qualified 5 2 5 2 Total ff 100 075 Ratios Occurences Time costs Online duration Handling duration Positive Argued 100 0 Positive Positive A
58. campaigns report LOL RC CREER CRT LE Let Le ml Free et vs SA Yeb sie sols Cbal ope hg aes E bal cos pars bel y ae Vat Tus Hap dur Eee Chm Chas Teral Heg dur Esco Cut Donn h Trarat bre Eur Bete Abercorn Lei pidum 184 VER TE Es 2E ES UN IT n DHTH G G lis LAO meas pu FH i s i CNET H 15 ii ra ROTM According to the hour distribution chosen in the options this report will show you the activity of your web campaigns per interval and per country 3 areas are visible Web site visits indicates the total number of visits on the website the transformation rate also known as conversion rate as well as the average duration of a chat session Conversion rate amount of chat sessions requested by surfer chat sessions requested by system DIVIDED BY amount of visits on site Chat requested by surfer indicates the total number of chat sessions requested by the surfer the actual amount of connected chat sessions chat reachability rate Reporting Net User Manual Page 78 of 107 amp Author Vocalcom Benelux VOCALCOFrT kt do 6 fE Call Center Solutions VOCALCOM Herm s Net Reporting Net User Manual Chat campaigns reports transformation rate connected chat sessions compared to site visits as well as the average duration of a chat session Chat requested by system indicates the total number of chat sessions requested by the system the actual amount of connected chat sessions connection
59. d maximum durations per activity the standard deviation and the percentage in comparison to the total time The Handling category gives the total number of calls handled Online number of treated calls out in and manual Previewing number of previewed outbound calls Dialing number of manual calls Callback number of registered callbacks in an inbound campaign Search mode number of customer search before calling E mail number of treated mails Remark The Standard Deviation gives the dispersion of values around the average Example Total duration in state Ready for an agent is 13 22 seconds The average duration is 1 15 seconds by call The standard deviation is 16 seconds We can consider that the agent stays on average in Ready state 1 15 seconds 16 sec results are dispersed between 59 and 1 31 sec If you choose the detailed display a frame shows the data of a single agent If you choose the summarized display the data of all selected agents will be shown on a single page If you choose the detailed and summarized display then the agent frames are followed by a summarized page Reporting Net User Manual Page 86 of 107 amp Author Vocalcom Benelux VOCALCOFrT e Call Center Solutions al VOCALCOM Herm s Net Reporting Net User Manual Agent activities Activities by agent In each frame a graph shows the distribution of activities Time percentages a Ready blended 12 258
60. e text that you want to appear here The report is divided into several tables followed by a graphic 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 0 0 0 0 0 0 0 0 0 2 1 5 2 0 7 0 0 1 0 0 0 0 0 0 Facturation 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 Total 0 0 0 0 0 2 1 6 2 0 7 0 0 Argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 not sold 0 0 0 0 0 1 1 0 1 0 2 1 0 0 0 0 afspraak Dispute Documentation Total Not argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 busy wrong number absent answering machine personal callback icallback correspondent not available transfer unreachable answering machine rappel personnel The tables show calls hour distribution for results types Positive Argued and Not Argued Under the tables a graph of the data is displayed El Positive Bl Argued and not positive Bll Not argued and not positive 20 00 00 01 00 02 00 03 00 04 00 05 00 06 00 07 00 09 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 19 00 20 00 21 00 22 00 23 00 Reporting Net User Manual Page 50 of 107 amp Author Vocalcom
61. ected chat sessions compared to site visits as well as the average duration of a chat session Chat requested by system indicates the total number of chat sessions requested by the system the actual amount of connected chat sessions connection rate transformation rate connected chat sessions compared to site visits the average duration of a chat session the chat sessions refused by surfer the chat sessions abandoned by surfer Reporting Net User Manual Page 75 of 107 amp Author Vocalcom Benelux VOCALCOFrT NH m ERP e Call Center Solutions i VOCALCOM Herme s Net Reporting Net User Manual Chat campaigns reports A graphical view is also generated VOCALCOM Wab campaigns report Chai requmind Ex gore IE che snam D si cud occum end pa aam am ami The first graph indicates in green the connected chat sessions and in red the chat sessions which weren t connected to an agent no agent available The second graph indicated in green the connected chat sessions chat refused by surfer chat abandon 6 2 Chat campaigns reports The options tab allows choosing between different criteria to be shown in the report Surfer language indicates the language chosen on the site Referrer indicates the referring site New surfer registers when a new IP address is detected on the site Keywords link with keywords added to search engine of the site Reporting Net User Manual Page 76 of 107
62. ed to the overflow procedure Rerouted OlsRerouted calls redirected to another destination Reporting Net User Manual Page 41 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions P VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Lost IsLost calls that arrived during opening hours that are not redirected to the overflow procedure with a duration inferior to the Lost time parameter Ended IVR IsLostinIVR calls that are redirected to the IVR and hung up Abandon lsAbandoned calls that are not lost that arrived during opening hours that are not redirected to the overflow procedure and not treated by an agent Handled IisAnswered calls that are treated by an agent completed and transferred Under each value the percentage in comparison to the total number of calls is shown WR Duration wait duration Calls duration Maximum am Maximum Minimum Minimum Average 26 Average In the IVR Duration Wait duration and Calls duration frames the data is presented as follows IVR Duration Wait Duration Calls Duration For each type the average maximum and minimum durations are given Number of calls ended in IVR during the specified time period 0 00 call s ended in IVR after 8 00
63. een designed to give a complete overview of the pauses used by agents per interval and during a specified period This report offers different options for opening Always include actions with no campaign actions with no campaign are the actions performed by the agents when no skill has been affected to them in other words when the agent doesn t have any skill while being logged in Page break after each agent this option allows showing more than one agent per page VOCALCOM Agents pause report 1018 De Sousa Jessica 1200 12 30 0100 01 30 02 00 02 30 03 00 03 30 04 90 04 30 05 90 05 30 0600 06 30 07 00 07 30 08 00 06 30 0900 09 30 1000 10 30 1100 11 20 Total LUNCH am 0000 00 0 00 i pm 0 2750 0359 000 o 000 0 0000 0 0 ooo 0 0 Q 00 On31 49 PAUSE MATIN am 0 00 0 00 0 000 0 0 000 0 OO 0 1851 0 pum o 00 o 00 0 0000 0 000 0 0 QD Jot o o i 0n16 51 Reunion M pm 0 00 o ano 0 0 0 0 0 000 0000 00 ono8 34 Summary Total work 3h58 45 Service Time 3h01 34 Pause duration 0h57 11 Login Logout 08h0 13n04 Following data are shown in the report Each pause reason used by agent is divided in 2 horizontal lines am morning amp pm afternoon The different day intervals 12 00 gt 11 30 are presented vertically and allow checking exactly when a certain pause has been used and also for how long Atthe end right of the report the total time of the pause is displayed A graphical view
64. eporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Filter set on campaigns tr test Demo outbound E Not processed E To call back personal To call back global m To retry dust 3 LE Finished B Excluded Completed Unreachable m Invalid number ous ow Attempts before a record is set in state Number Abs amp Category Average Duration Avg dur To call n E To call back personal 0 0 0 0 To call back global 0 0 0 0 E To retry 50 0 100 0 Finished m Excluded m Completed Unreachable B Invalid number All Conversations before a record is set in state Number Abs Category Average Duration Avg dur To call EE m To call back personal 0 0 0 0 0 0 0 To call back global 0 0 0 0 0 0 0 m To retry 1 14 3 100 0 0 1 1 14 3 Finished m Excluded 00 Completed 85 7 Unreachable 0 0 m Invalid number 0 0 The report is divided into 3 frames Records Attempts before a record is set in state Conversations before a record is set in state Reporting Net User Manual Page 17 of 107 amp Author Vocalcom Benelux VOCALCOFrT es y Call Center Solutions Pi VOCALCOM Herm s Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here In these three reports the f
65. ersation time Avg Wait AvgAnsweredWaitDuration average queuing time Avg Aband AvgAbandonWaitDuration average abandon time A call is abandoned if it is neither lost nor outside opening hours nor redirected to the overflow procedure nor treated by an agent It is the queuing time of this call that is used here Under each value shown in this table the percentage compared to the total number of inbound calls by campaign is displayed Under this table the total of all campaigns is shown 3 2 Campaigns report This report gives an overview of inbound calls and their status within the framework of selected campaigns in a defined time period Reporting Net User Manual Page 30 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Options tab This tab allows defining the additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost calls Service level Enter here a time reference used to compare the queuing times of calls Ignorable wait Enter here the maximum queuing duration under which a call is considered as immediately handled as if there was no queuing time Data allows cho
66. ice Levels frame the data presented are the following A total quality service appreciation in percent For the calls Answered by agents The quantity and percentage of calls per report at the defined service level comparison of queuing time For Abandon overflow and agents The quantity and percentage of calls per report at the defined service level comparison of queuing time Reporting Net User Manual Page 35 of 107 Author Vocalcom Benelux VOCALCOFrT Call Center Solutions J VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 3 3 Calls distribution report This report gives an overview of inbound calls and their status in the frame of selected campaigns in a defined time period Options tab This tab allows defining the additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Ignorable wait Enter here the maximum queuing duration under which it is considered that there was no queuing period These delays are expressed in seconds Data allows choosing if you want to see the details per campaign and or the recapitulative summary Distribution allows selecting the type of call distribution per month day hour 2 hour 4 hour or no dis
67. iles are divided in calls categories to call or finished Next to each category the distribution of calls is represented graphically Category To call E Hot processed E To call back personal To call back global E To retry In this example the blue cyan line in interpreted as follows Not processed blue 4 19 ge To retry cyan 17 81 In this report the percentages of the number of calls by call result and in comparison to the total number of calls are also shown In the last two reports are also shown the average quantity and the average duration of calls by result The second report gives the total number of attempts done by the system classed by final result This number must be divided by the number of file record having the same result this information can be found in the first table to find the average of attempts by records Note that recycling process will always cause abnormal results into this report the number of attempts will increase at each file processing and not the number or physical records The average will thus also be erroneous Reporting Net User Manual Page 18 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 2 2 Call qualifications report This report gives an overvie
68. ing that the user wants to cancel all filters to select all existed before and were active during the time period selected An extra filter based on supervisor groups and names is also proposed at the right of the tab 1 5 3 Report type selection At the top of the tab Type can be used to select the report type Reporting Net User Manual Page 12 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions P VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Rich Text Format rtf Microsoft Word doc 3 Microsoft Excel xls 7 Adobe Acrobat Document pdf Instaiation de Adobe Acrobat Reader a Once the type has been selected it s indicated by an icon and it s used for every future report generation 1 6 Generating a report The Generate label allows generating the current report The window Asked reports list opens and lists all the reports generated during the session Reporting Net User Manual Page 13 of 107 amp Author Vocalcom Benelux VOCALCOFT1 ea Call Center Solutions WS VOCALCOM Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2
69. is also displayed showing the proportion of each pause Reporting Net User Manual Page 99 of 107 amp Author Vocalcom Benelux VOCALCOFr1 EC m Call Center Solutions P VOCALCOM Herme s Net Reporting Net User Manual IVR REPORTS IVR Distribution report 8 IVR REPORTS 8 1 IVR Distribution report This report gives an overview of the distribution of the IVR visits per hour The following information is displayed per column Visits amount of visits in the IVR Max duration indicates the length of the longest visit duration Avg duration indicates the average duration of a visit Min duration Indicates the length of the shortest visit duration Hand by agent indicates the call that has been forwarded to an agent Hang up in IVR calls which ended in IVR following a system disconnection Abandons calls which ended in IVR following a user disconnection hang up VOCALCOM IVR distribution report Campaign TOW vocaleam M7118700 Wk dos ET UAL For zem Visits Max duration Aw duration Min duration Hand by agents Haregup im IWE abandons 05 0 2 Cho n COC COCA 0 06 D CAE 2 tOC 06K D Oniru Oni d ono HI 7 0n E oO cor D COCO 0 D Dono du Oni d DP DCO O2 gu on Once Cr f DE DC 10 00 1 Ono 11 Ono 11 ono DO UD lU UE 1 Tio 00 11 00 4 Ora y Dr 21 DADS O CC D 00085 4 700 00 12 00 T Dno 3c Oni 23 DROS D UD U OUO T ICS 13200 dz Dor 3 On 18 ohooh 0 ECC D
70. itional parameters to filter the report data Data allows choosing if you want to see the details per campaign and or the recapitulative Summary Ignore Pause indicates that pause states must not be taken into account for reporting Distribution allows selecting the type of distribution of activities per month week days hour hour 1 4 hour or no distribution at all Begin End hour allows specifying the common minimal hour interval to select in case of distribution by hour 72 hour or 1 4 hour If the system detects production data before Reporting Net User Manual Page 90 of 107 amp Author Vocalcom Benelux VOCALCOM Call Center Solutions Ld VOCALCOM Hermes Net Reporting Net User Manual Agent activities Agents state distribution of after the indicated begin end hours the report will take the totality of the production data into account and not only the indicated interval Select on the right the supervision group or the supervisor you want to see the supervised data Once created the report is presented in a separate window Total work 64 49 33 Service Time 33 10 01 Waiting fj Supervising gj Handling LE Wrapup BH Pause Working Num Total time Totaltime time Total time Num Totaltime time Total time agents Monday 136 1 20 27 1 33 31 Tuesday 135 1 2 06 15 9 42 20 Wednesda 62 32 40 i 2 54 37 Thursday 115 1 30 12 14 52 31 Friday 56 55 11 2 36 33 Saturday
71. ktime T B Rerouted time Wrapup time Total time Wait 5 97 9 143 calls Wait time In the Times frame the data presented are the following The various call results are presented vertically Closed Overflow Ended in IVR Abandon Answered by agents For each result the call durations in seconds are detailed by steps IVR time Wait time Talk time Wrap up time For each step the average and maximum durations and standard deviation are shown Next to each result the distribution by step is represented as a graph Reporting Net User Manual Page 34 of 107 i Author Vocalcom Benelux VOCALCOFrT F LOF Call Center Solutions Pi VOCALCOM Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Answered by agents B E time E ait time B Talk time E Wrapup time Total time In this example the blue red green yellow line represents the distribution of average wait time IVR time blue 20 seconds Wait time red 10 seconds Talk time green 1 24 seconds a nee IUT Wrap up time yellow 1 56 sec e Service levels Service quality 95 00 Answsered by agents Abandon overflow and agents Wait SL 30 s 143 97 995 Wait SL 30 5 151 Wait SL 30 s 3 2 196 Wait SL 30 5 3 In the Serv
72. ll 80 5 Argued Argued All 80 595 Call Occurrences and percentage of e mails average duration of e mails handling And Wrap up Estimates the profits Graphical representations of occurrences by qualification and by type of qualification positive argued Distribution of occurrences of e mails positive and argued in comparison to the totality and positive in comparison to argued Reporting Net User Manual Page 66 of 107 dn Author Vocalcom Benelux VOCALCOFrT Call Center Solutions J VOCALCOM Hermes Net Reporting Net User Manual E Mails Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Total duration of communications and handling by type of qualification positive argued and not qualified Note that for e mails there is no distinction between communication and handling durations 5 3 E Mails qualifications by agent report This report gives an overview of the number of e mails the duration of the handling and the wrap up of inbound e mails based on their qualification for campaigns and agents selected in a defined time period detailed by agent Options This tab allows defining the parameters linked to the report layout Data allows choosing if you want to see the details per agent and or the recapitulative summary Call status On this tab you choose to take into account or not the standard qualifications and to take into account or
73. m Benelux VOCALCOFT1 i oi C nter Solutions LY VOCALCOM Herm s Net Reporting Net User Manual Agent activities Agents report 7 1 Agents report This report gives an overview of the distribution of selected agent activities during a defined time period Options This tab allows defining the additional parameters to filter the report data Data allows choosing if you want to see the details per campaign and or the recapitulative summary Ignore Pause indicates that pause states must not be taken into account for reporting Page break after each agent allows having the data of each agent on a separate page Once created the report is presented in a separate window Tote pei 17 90 21 Veal lere Tota mark z 6814713 Fpl eres Beg ihi Pdax far meer 225 TEN eL 2 T4 5 43 F H 11 5 21 hh Reporting Net User Manual Page 85 of 107 F s Author Vocalcom Benelux VOCALCOFTT Call Center Solutions J VOCALCOM Hermes Net Reporting Net User Manual Agent activities Agents report A frame represents the activities of an agent In this frame you will see The number of occurrences and the total duration per type of activity supervising alerting handling pause The detailed handling time divided in sub activities on line dialing The detailed pause time divided in sub categories of pauses system pause general pause You can also see the average an
74. ministration application All the standard and personalized qualifications If you have chosen the detailed display a page shows the data of a single agent If you choose the summarized display the data of all selected agents is summed up on a single page If you choose the detailed and summarized display then the agents pages are followed by a summarized page The report is divided into several frames Shona fic ss o ries he CRIT e e Onlne Ava rap Harl Prahe Oceurenees rah Hot argued and not peoatibve hiis CoR 455 EY LE m alll 15 15 LIU ms EH 344 CIO M Whara Lionsi teurs 4X si ET Ratine ccumences Handling duration Fosse Miquel i irs b Fosrtras AE gp p Arped Al iii i Bir Occurrences and percentage of calls average duration of communications Wrap up and handling estimates of the profits graphic representations of occurrences by qualification and by type of qualification positive argued Reporting Net User Manual Page 22 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions J VOCALCOM Hermes Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Distribution of occurrences of calls positive and argued in comparison to the totality and positive in comparison to argued Total duration of communications and treatment by type of qualification positive argued and not
75. nd summarized display then the campaign pages are followed by a summarized page The report is divided into several frames Reporting Net User Manual Page 44 of 107 Author Vocalcom Benelux VOCALCOFrT cd Call Center Solutions ul VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Qualifications ccurences PercentagesAvg online Avg wrapAvg hand Profits Occurences graph Positive Sold 29 12 8 55 23 1 1 160 00 29 12 8 55 23 1 1 160 00 Not Sold 1 14 x 90 00 1 14 oh 90 00 Not argued and not positive Not Interested 3 10 00 Deceased 0 00 answering machine i b 00 personal callback 0 00 callback 0 00 rappel personnel 0 00 l 10 00 Others Not qualified Unknown status 1 2 Unknown status 2 1 0 00 mmm Total f 1 260 00 Ratios Occurences Time costs Online duration Handling duration Positive Argued 16 3 Positive Positive All 12 856 Argued Argued All 16 8 Call Occurrences and percentage of calls average duration of calls Wrap up and handling estimates of the profits graphic representations of occurrences by qualification and by type of qualification positive argued Reporting Net User Manual Page 45 of 107 J Autho
76. nd treatment by type of qualification positive argued and not qualified 2 3 Call qualifications by agent report This report gives an overview of the number of calls the durations of communications wrap up and handling of inbound calls based on their qualification for campaigns and agents selected in a defined time period detailed by agent Options tab This part allows defining additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per agent and or the recapitulative summary Call status tab On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls You can also indicate that you want only take the last call result into account concerning a client record Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Reporting Net User Manual Page 21 of 107 amp Author Vocalcom Benelux VOCALCOFrT R E m Call Center Solutions VOCALCOM Herm s Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Custom these qualifications have been created by way of a personal qualification creation function in the Ad
77. number of successful calls It is also possible to see the average duration per destination and the total duration At the bottom of the table are also calculated for each destination number The percentage of how many times that number appears in the total number of manual calls made by all the agents Reporting Net User Manual Page 55 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions Pi VOCALCOM Herm s Net Reporting Net User Manual Manual Calls Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here The percentage of how many times that number appears in the total of manual calls made by that agent Summary Calls Success Avg Dur Total dur Percentages Top 10 destinations 024678295 15 2 6 09 21 1 0473475504 14 1 0 14 38 19 7 013610710 10 1 07 11 09 14 1 1200 i 5 7 53 11 3 0478729996 5 20 21 5 656 0475855553 F i 231 4 296 024678255 2 2 2 2 4 53 2 896 0473475503 P 5 Li 25 2 850 295 z 2 d 42 2 896 473475504 f t Oe 2 07 2 896 Others 1 1 10 05 12 796 1 20 53 100 0 The last frame presents the summary of all the manual calls per destination and their total Number of manual calls made Number of successful calls Average duration of calls Total duration of calls Percentage of how many times a number appears in the total of manual calls 4 2 Calls qualifications by agent report This first report gives the list of manual calls made b
78. o Teh S TRES TERES TRE SER zen SE rat EPUM ti Lj ij Li Lu ti E a 3 H 14 5 f 1 23 2 d Li 1 Lu Teisi i E 1 Gr D D E 4 4 I 18 E T Iz 11 2 4 i E Tebars non He nod CCE ie DL BSan Cr d Own l i 250 Ari nOn ED nD THE En die XXe no no npo Hor poils b E 3 a n b E i 4 z i b 1 ii 38 5 b b Teim Li E E 3 a a Li D LU E 7 a a l 1 Wu a a E Li p G A graphical view of these data is also generated Im Frata El Apad jam rot peia Bli x pai fond no pan Reporting Net User Manual Page 82 of 107 J a m Author Vocalcom Benelux VOC ALCOI Moi Call Center Solutions VOCALCOM Herm s Net Reporting Net User Manual Chat campaigns reports 6 7 Chat status by agent distribution This report gives the detail of chat sessions quantity received by hour grouped by result type for campaigns and agents selected in a defined time period detailed by agent perd ODE Eric acia Tae Mel 7 cur i Bw Ota d ag SOT d Los oes dete port inch em Lea appels nx Gee goi ice Paga Bob Cri ren DD ORE DEBDD OGh OR OO Dee dh 14888 2h00 dq ddbi ie dohbO T7 E bdEhbO ee sDhDO Dir SRE non Tora parapri col a E u b u G u rj u l a u 2 i u D b i Total i b p E b 1 J J l a D L p Lu D Ahh et En aad Bob Ciel GE DibbD ORE CEE OGhOC CR Oh Ce fh Vb 12h00 Wed d4bb0 ie oR TP ABC ren sDhDO Din z2BDD Don Tami E
79. oO Cc oO oO ooo cc cc Cc oO fo co 00000 oo oo o 0 0 no ooo 0c 0c oC Cc c Co c ccoc0co0o0oocdc e ooj oo0o0c 0c 000 oo oO 0 oO oO s0cCO OC oO OOO ON OC O HR ooo o 4 00 0000000000 oo o 0 oO 0 oO 0 0 O ee ecee eeo dc ce amp oo oo 0 co fC COC CO oO 000000000000 Total e ce ce ce ce e ce ce e e ce IN c ce N _ N Ww e e e e e The tables show calls hour distribution for results types Positive Argued and Not Argued Under the tables a graph of the data is displayed Reporting Net User Manual Page 24 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions LS VOCALCOM Herm s Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here O Positive Bl Argued and not positive Bl Not argued and not positive 01 00 07 00 09 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 19 00 21 00 2 5 Call status by agent distribution report This report gives the detail of calls quantity done by hour grouped by result type for campaigns and agents selected in a defined time period detailed by agent graphical view is also generated Options tab This part allows defining additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing
80. of max logged agents during specified interval VOCALCOM Billing Report From 04 04 2011 to 08 04 2011 04 04 2011 Login duration Active duration 1000 BIDAN St phane 10h58 20 10h21 50 1002 OUSSOUILLEZ Cendr 8h22 12 Fh2044 1003 DELAGE Nathalie 9h39 53 5h5341 29h01 25 23h36 15 Reporting Net User Manual Page 96 of 107 ia s Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions i VOCALCOM Hermes Net Reporting Net User Manual Agent activities Agent production report A graphical view is also presented to show the maximum amount of agents present during a specified interval of time 7 8 Agent production report This report was designed to show the quality and the quantity produced by agents For each agent the quantity of calls and emails are displayed To measure the quality we refer to call status categories used in Hermes NET which are Argued calls and Positive calls This report offers different options for opening Always include actions with no campaign actions with no campaign are the actions performed by the agents when no skill has been affected to them in other words when the agent doesn t have any skill while being logged in Ignore pause this option allows showing or hiding the pause time Show campaign details allows showing per agent the different campaigns on which the agent has worked The campaigns are displayed under the agent name Reporting Net User
81. orting Net User Manual Scheduling reports Schedule report Previous week will select data from previous week Monday to Sunday Current month will select current calendar month Previous month will select previous calendar month For a daily report make sure to select Yesterday on order to get the data 1 day Once you ve selected the date range you can save this report configuration by opening the menu General Save this report 9 2 Schedule report Go to the General menu and open the Saved reports list You will see the list of all the saved report configurations AGENT DAILY Every 1 dav s at 06 00 00 AGENT DAILY VOCALCOM Reporting Net User Manual Page 105 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual Scheduling reports Send report via Email e Select the one you wish to schedule and press the Scheduling button at the bottom part of the screen Daily Every 1 day s Schedule Planified task starthour amp 06 00 gt Send to e mail Mail template Reporting Email Delete Scheduling Stop schedule Close Now select the frequency Occurs of the report generation by selecting Daily Weekly Monthly according to the date range you ve selected on the report setup You can as well select the time of generation from the Schedule area Planified ta
82. osing if you want to see the details per campaign and or the recapitulative summary If you have chosen the detailed display a page shows the data of a single campaign If you choose the summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed and summarized display then the campaign pages are followed by a summarized page The report is divided into three frames The graphical distribution of call results The list of call durations classified by results The ratio of calls in comparison to the defined service level The date and filtering parameters are recalled at the top of the table Reporting Net User Manual Page 31 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions v VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Calls C Closed L Overflow FA Rerouted CL Lost 3 Ended in IVR Bl Abandon E Answsered by agents Completed 145 Transferred 0 Rerouted 1 In the Calls frame the data presented are the following Closed IsClosed calls that arrived at the Call Center outside opening hours Overflow lsOverflow calls that are redirected to the overflow procedure Rerouted QlsRerouted calls that are redirected by the I
83. r Vocalcom Benelux VOCALCOM Call Center Solutions J VOCALCOM Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Distribution of occurrences of calls positive and argued in comparison to the totality and positive in comparison to argued Total duration of communications and handling by type of qualification positive argued and not qualified 3 6 Calls qualifications by agent report This report gives an overview of the number of calls the duration of the communications the wrap up and handling of inbound calls based on their qualification for campaigns and agents selected in a defined time period detailed by agent Options tab This tab allows defining the additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per agent and or the recapitulative summary Call status tab On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Reporting Net User Manual Page 46 of 107
84. r of calls and then their status The fields listed are presented with their formulas in parentheses Calls IsACall all calls arriving at the Call Center Reporting Net User Manual Page 29 of 107 amp Author Vocalcom Benelux VOCALCOFrT A a Call Center Solutions al VOCAL COM Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Closed IsClosed calls that arrived at the Call Center outside opening hours Overflow lsOverflow calls that are redirected to the overflow procedure Rerouted OlsRerouted calls redirected to another destination Lost IsLost calls that arrived during opening hours which are not redirected to the overflow procedure with duration inferior to the Lost time parameter IVR lsLostiniVR calls that are redirected to the IVR and hung up Abandon lsAbandoned calls that are not lost that have arrived during opening hours which are not redirected to the overflow procedure and not treated by an agent Completed lsAnsweredWithoutTransf calls that are not lost and treated by an agent non transferred Transferred lsAnsweredWithTransfer calls that are transferred from one agent to another Then the average durations are detailed per campaign Avg Talk AvgConvDuration average conv
85. r opening A Always include actions with no campaign actions with no campaign are the actions performed by the agents when no skill has been affected to them in other words when the agent doesn t have any skill while being logged in Page break after each agent this option allows showing more than one agent per page Reporting Net User Manual Page 94 of 107 A Author Vocalcom Benelux VOCALCOFrT VOCALCOM 1003 DELAGE Nathalie 04 04 2011 05 04 2011 06 04 2011 07 04 2011 08 04 2011 Total 5 1002 DUSSOUILLEZ Cendrine 11 04 2011 12 04 2011 13 04 2011 14 04 2011 Total 4 1003 DELAGE Nathalie 11 04 2011 12 04 2011 13 04 2011 14 04 2011 15 04 2011 Total 5 Jours R sum connect s 1000 BIDAN St phane 1001 COUDRE Sabrina 1002 DUSSOUILLEZ Cendr 1003 DELAGE Nathalie Total 4 Reporting Login duration 9h39 53 9h16 46 7h09 58 8h15 06 4h29 13 38h50 56 Temps de pr sence 6h53 29 8h50 37 8h38 31 9h26 00 33h48 37 Temps de pr sence 6h57 23 8h17 48 8h14 07 8h25 56 8h06 05 40h01 19 Temps de pr sence 3h42 42 33h06 29 33h48 37 40h01 19 110h39 07 Temps moyen de pr sence jour 3h42 42 8h16 37 8h27 09 8h00 16 7h54 13 amp r Gall Center Solutions VO C ALUCOIM Net Active duration 5h53 41 5h54 29 3h51 51 5h09 15 4h29 13 25h18 29 Temps de travail 6h47 03 5h46 20 6h41 34 5h39 13 24h54 1
86. re 2 to the text that you want to appear here 3 1 Campaigns overview This first report gives you an overview of inbound calls and their status within the frame of selected campaigns in a defined time period Options tab This tab allows defining additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Ignorable wait Enter here the maximum duration of queuing time below which calls are considered as immediately answered ie If Ignorable wait 5 seconds the calls answered with a waiting time of maximum 5 seconds are considered as calls treated immediately These delays are expressed in seconds Once created the report is presented in a separate window Campaign Calls Closed Overflow Rerouted Lost IVR Abandon Completed Transferred Avg talk Avg wait Avgaband 4262 176 0 0 0 9 13 8 145 1 16 10 12 0 096 0 096 0 096 9 196 7 496 4 596 62 4 0 6 4280 10 0 1 0 0 5 0 4 0 46 38 0 0 0 10 0 0 0 0 0 50 0 0 0 40 0 0 0 4281 132 6 5 0 14 36 3 67 1 1 43 18 22 4 5 3 896 0 096 10 696 27 396 2 396 90 896 0 896 8357 18 1 3 0 0 6 2 6 0 2 21 24 1 07 9 696 16 796 0 096 0 096 33 396 11 196 33 396 0 096 Total 338 7 9 0 23 60 13 222 4 46 12 22 The time and date range as well as the filtering parameters are noted in the above table In this table the campaigns selected are listed on the left For each one it is possible to view the total numbe
87. rt is divided into several frames Reporting Net User Manual Page 57 of 107 amp Author Vocalcom Benelux VOCALCOFT1 A Call Center Solutions a VOCALCOM Herm s Net Reporting Net User Manual Manual Calls Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Qualifications Occurences PercentagesAvg online Avg wrap Avg hand Profits Occurences graph Positive Sold 0 0 0 00 Appointment taken 0 0 0 00 0 0 0 00 Not argued and not positive rappel personnel 0 0 00 relance P i 0 00 0 00 Others Hot qualified 07 395 07 375 100 0 Ratios Occurences Time costs Online duration Handling duration Positive Argued 0 0 Positive Positive All 0 0 Argued Argued All 0 0 Call Occurrences and percentage of calls average duration of calls Wrap up and handling estimates of the profits graphic representations of occurrences by qualification and by type of qualification positive argued Distribution of occurrences of calls positive and argued in comparison to the totality and positive in comparison to argued Total duration of communications and handling by type of qualification positive argued and not qualified Reporting Net User Manual Page 58 of 107 dn Author Vocalcom Benelux VOCALCOFrT Call Center Solutions v VOCALCOM Herme s Net Reporting Net User Manual Manual Calls Error Use the Home tab to
88. sk start hour 9 3 Send report via Email To send the report by email as an attachment Specify in the Send to e mail field one or more email addresses separated by Also select the mail template you want to use to attach the document to The mail templates are created in the administration module menu outgoing media Outbound email Templates for reporting Planified task start hour 06 00 gt Send to e mail Mail template Reporting Email v Reporting Net User Manual Page 106 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions up VOCALCOM Herme s Net Reporting Net User Manual Scheduling reports Open generated report There s no button so save this operation you can simply close the screen using the red cross Your report will from now on be generated automatically and sent by email 9 4 Open generated report You can always open reports that have been scheduled and sent by email Go to menu General Generated reports list Generated reports list Report State Date Begin End Type Actions A a AGENT DAILY Report generated vendredi 1 avril 2011 06 00 04 06 00 07 Open Delete Qj a AGENT DAILY Report generated jeudi 31mars 2011 06 00 01 06 00 03 Open Delete S Chat status by agent distribution Report generated mercredi 30 mars 2011 17 26 20 17 26 25 Open Delete T S Call file progress report Report generated mercredi 30 mars 201
89. summarized display the data of all selected campaigns is summed up on a single page If you choose the detailed and summarized display then the campaign pages are followed by a summarized page The report is divided into several frames The distribution of calls based on their result The average minimum and maximum values of duration of calls redirected to the IVR waiting time and talk time A graph of the distribution of the number of calls ended in the IVR abandoned and handled by agents during the specified time period Reporting Net User Manual Page 40 of 107 amp Author Vocalcom Benelux VOCALCOFT1 R EO m Call Center Solutions up VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here IVR Duration wait duration Calls duration Calls Closed Overflow Rerouted Lost EndedIVR Abandon Handled Maximum 2 12 Maximum 3 21 Maximum 14 09 363 0 33 0 24 111 47 148 Minimum 10 Minimum 1 Minimum 10 0 0 9 1 0 0 6 6 30 6 12 9 40 8 Average 26 Average 29 Average 1 17 Number of calls ended in IVR during the specified time period 0 00 call s ended in IVR after 8 00 45 1 00 115 1 30 1 45 2 00 2 15 2 30 2 45 3 00 3 15 3 30 3 45 4 00 4 15 4 30 4 45 5 00 5 30 6 00 6 30 7 00 7 30 8 00 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 24 3 55 9
90. t arduad ame mot positive SPAM Fall Qt OhDU Ss Ohi a7 Dh d 21 hirss his iT Ohare Nod qualified thoy 12 Dh 3 12 Ratios Deeurencas Tima costa Comeersation duration Handling duratian Positive Argued F asithes Thor 45 1h28 13 Positive AS Am Argued hears Mes Se Argued All n Call has As Dh 3E This report also displays profits depending on the call status value configured in the administration module as well as a graph that compares the occurrence related to the category Reporting Net User Manual Page 80 of 107 Author Vocalcom Benelux VOCALCOFrT R E m Call Center Solutions VOCALCOM Herme s Net Reporting Net User Manual Chat campaigns reports 6 5 Chat status per agent This report gives an overview of the number of chat sessions the duration of the handling and the wrap up of inbound chat sessions based on their qualification for campaigns and agents selected in a defined time period detailed by agent Agank 1004 Eric Agarda All campa qns From DIDLA 1 ra zara Standard qual cetians included Nat qualified cals induded _ Qualifications Poslitve promesse contrat 1 Oho ii Ow02 00 Argued jand mat positives Contact relancer Mot argued and not positive SPAN 7 h03 37 RUE RTS Others Not qualified h03 18 DhDn313 Ratios Occurrences l Time cosis Canversation duration Handling duraiion Positive J Argued 22 2 Positive Shi a 3h amp 5 15 Positiva amp II 1 5
91. table Closed QOwerflow Reroutedjj Lost gg WREE Abandon Compl Transf 0 The number of calls is displayed vertically the unit of distribution is displayed horizontally 3 4 Waiting time report This report gives an overview of the waiting time of inbound calls based on their status in the frame of selected campaigns in a defined time period Options This tab allows defining the additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per campaign and or the recapitulative summary Graphics This tab allows defining which kind of data must be visible on the graphic Show graphics this list can be used to select the graphic that you want to see the first red bars the second blue shapes or both of them Reporting Net User Manual Page 39 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions i VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 15 LI 45 z d 1 DH EUG 3 770 14 355 Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single campaign If you choose the
92. tailed display a page shows the data of a single agent If you choose the summarized display the data of all selected agents is summed up on a single page If you choose the detailed and summarized display then the agent s pages are followed by a summarized page The report is composed into table followed by a graphic 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 0 0 0 0 0 0 0 0 2 1 5 2 0 7 0 0 1 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 7 0 0 1 0 0 0 0 Argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 uU 0 0 0 0 0 1 0 1 0 2 1 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 1 0 0 1 0 0 0 0 uU 0 0 0 0 0 0 2 0 0 0 inot sold 0 afspraak 0 Documentation 0 Total 0 1 0 Not argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 busy 0 0 0 0 0 1 0 0 1 1 0 0 0 0 0 0 wrong number 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 answering machine 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 indisponible 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 Total 0 0 0 2 4 1 0 0 0 0 0 0 Others 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h
93. that you want to appear here The reports available through this application only relate to the site to which the user belongs When the user identified by the application is an administrator of the company the tree view zone in the left up corner of the window allows him her to possibly select another company site Change site d Vocalcom Support Vocalcom BackEnd dE Company 01 ol Company 02 Company 03 In the main menu all the reports are grouped by data type Outbound Calls Reports Inbound Calls Report Manuals Calls E mails Campaigns Chat Campaigns IVR reports and Agents Activities Report Click on the name of the report to open the configuration window of the report selected Each report asks that application start and end dates be entered The following parameters depend on the type of report selected 1 5 General information on options and filter screen 1 5 1 Date range In general the first part of the screen allows selecting the date range to take into account for generating the report information Reporting Net User Manual Page 10 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions w VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Choose here the date period desired B
94. the summarized display the data of all selected agents is summed up on a single page If you choose the detailed and summarized display then the agent s pages are followed by a summarized page The report is divided into several frames Positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 Mail Plainte 0 0 0 0 0 0 0 0 0 0 2 6 0 23 13 2 3 2 3 0 0 0 3 0 R solu 0 0 0 0 0 0 0 0 0 0 2 6 0 23 13 2 3 2 3 0 0 0 3 0 Mail demande 0 0 0 0 0 0 0 0 0 0 2 1 0 0 0 1 0 1 0 0 0 0 0 0 Information information donn e 0 0 0 0 0 0 0 0 0 0 2 1 0 0 0 1 0 1 0 0 0 0 0 0 Total 0 0 0 0 0 0 0 0 0 0 7 0 23 13 3 3 3 3 0 0 0 3 0 Not argued and not positive 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 TEST 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 1 0 0 0 0 0 1 0 0 TEST OK 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 1 0 0 0 0 0 1 0 0 Total 0 0 0 0 0 0 0 0 0 0 9 0 0 0 0 1 0 0 0 0 0 1 0 0 Others 00h00 01h00 02h00 03h00 04h00 05h00 06h00 07h00 08h00 09h00 10h00 11h00 12h00 13h00 14h00 15h00 16h00 17h00 18h00 19h00 20h00 21h00 22h00 23h00 Not qualified 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 3 0 0 0 0 0 0 Total 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 3 0 0 0 0 0 0 The tables show e mails hour distribution for results types Positive Argued and Not Argued Under the
95. tion report 67 5 5 E Mails status by agent distribution report 69 6 CHAT CAMPAIGNS 71 6 1 E Mails distribution report 72 6 2 Chat campaigns report 73 Reporting Net User Manual Page 3 of 107 amp Author Vocalcom Benelux VOCALCOFTT 444 00000 ONoOORWN NOOR CO CO KO O WO CO CO Wh Roh Chat distribution report per country Chat statusreport Chat status per agentreport Chat status distribution report Chat status per agent distribution report AGENT ACTIVITIES Agents report Activities by agent Activities by date Agents state distribution Agents state distribution with e mails Billing by agent report Billing by date report Agent production report IVR REPORT IVR distribution report IVR message report IVR durations report SCHEDULE REPORTS Setup and save report Schedule report Send report via email Open generated report R Dar Call Center Solutions VOCALCOM Reporting Reporting Net User Manual Page 4 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions w V O C ALS M Herm s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here 1 INTRODUCTION This chapter provides a general overview of the Reporting Net application and how to launch it Reporting Net User Manual Page 5 of 107 amp Author Vocalcom Benelux VOCALCOFrT TeS a Call Center Solutions LY VOC
96. tribution at all Begin End hour Enter here the common minimal hour of begin and end of the report in case of distribution by hour 2 hour or hour Once created the report is presented in a separate window Reporting Net User Manual Page 36 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions v VOCALCOM Hermes Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Calls Closed Overflow Rerouted g Lost IVRE Abandon Complgg Transf Avgtalk Avgwait Avgaband Tot talk 4 35 35 0 1 0 11 26 30 21 7 13 16 4 3 11 17 10 36 22 44 43 e e _ ONN 4 WON C M CO CO Cn OOOUNA NB NN FNAB WHEN _ m ooo OUnnoowoss ss Os ONS CCC oO h C GO On MN OON 4 ON C CO NN C D ho oooo o0 o0oo0oo0 ao0 e amp uoo ooo _ Ro cO ccccccccoccoocdocdocoocoocococococcocccococococccc Ro ooo cc C 0c C5 Co C CC C5 C C C C C CO cc CoO oO OO oO 2 Ra ooooc cc cc on 0 CCC Cc ccc cc co Cc coc O o o o c o Co The time and date period as well as the filtering parameters are noted in the above table In this table the distribution parameter is displayed vertically on the left The months of the year
97. ty are aligned according to the dates used option Horizontally the time scale of the day in 30 minute periods is displayed The activities are represented graphically by color bars whose legend is shown in the top part of Wating B Supervising Online M wrapup O Pause gg Right of the graph for each day the Log in Log out times are displayed as well as the total work the window time Reporting Net User Manual Page 88 of 107 Author Vocalcom Benelux VOCALCOFrT Call Center Solutions w VOCALCOM Herme s Net Reporting Net User Manual Agent activities Activities by date T 3 Activities by date This report gives an overview of the activities carried out by selected agents organized per day during a defined time period Options This tab allows defining the additional parameters to filter the report data Display agents allows choosing if the data used for the report are those for all selected agents or only for active agents Begin End hour allows specifying the common minimal hour interval to select Ignore Pause indicates that pause states must not be taken into account for reporting Page break after each agent allows having the data of each agent on a separate page Once created the report is presented in a separate window From STH S005 Co dots airs NH sue ding CI Cire B apap D Feee NH LE El EEBERITT 335 Lagm uguui Tela werk marigi EXE Lern al E xx TPL AP is wn CTA bes
98. w of the number of calls the durations of communications wrap up and handling of inbound calls based on their qualification for campaigns and agents selected in a defined time period detailed by campaign Options tab This part allows defining additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Data allows choosing if you want to see the details per campaign and or the recapitulative summary Call status tab On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls You can also indicate that you want only take the last call result into account concerning a client record Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications If you have chosen the detailed display a page shows the data of a single campaign Reporting Net User Manual Page 19 of 107 amp Author Vocalcom Benelux VOCALCOFrT Call Center Solutions i VOCALCOM Hermes Net Reporting Net User Manual Outbound Campaigns Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here
99. y clicking on the an button the calendar in which you may select the dates will pop up 2011 Janvier 9 gt Lu Ma Me Je Ve Sa Ci 1 Z2 4 5 6 7 3 16 8 10 11 12 13 14 15 17 FEB 19 20 21 22 23 24 75 276 27 278 31 30 Today s date is marked by a red circle The date selected is marked by a blue square The other months and years are accessible using the 4 k and amp MK arrows By un checking the box From you indicate that your report must take into account all data without any starting date limit By un checking the box To you indicate that your report must take into account all data recorded up to date Reporting Net User Manual Page 11 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions w VOCALCOM Herme s Net Reporting Net User Manual Error Use the Home tab to apply Heading 1 Titre 1 to the text that you want to appear here Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here 1 5 2 Filters Other filtering options are offered through specific tabs on the below part of the screen In this example a tab is relative to the Campaigns but it s also applicable to agents and supervision groups The select all button allows checking all of the campaign boxes at once The checkbox FF no filter the data in the database including the campaigns or agents that have been eliminated but allows specify
100. y the selected agents in a defined time period Options This tab allows defining the additional parameters to filter the report data Lost time Enter here the duration below which the call is accounted for in lost or abandoned calls Reporting Net User Manual Page 56 of 107 amp Author Vocalcom Benelux VOCALCOFT1 Call Center Solutions i VOCALCOM Herme s Net Reporting Net User Manual Manual Calls Error Use the Home tab to apply Heading 2 Titre 2 to the text that you want to appear here Data allows choosing if you want to see the details per agent and or the recapitulative summary Call status On this tab you choose to take into account or not the standard qualifications and to take into account or not the non qualified calls Add qualifications allows indicating that you also want to take into account the qualifications not used for this report None Standard Custom these qualifications have been created by way of a personal qualification creation function in the Administration application All the standard and personalized qualifications Once created the report is presented in a separate window If you have chosen the detailed display a page shows the data of a single agent If you choose the summarized display the data of all selected agents is summed up on a single page If you choose the detailed and summarized display then the agent s pages are followed by a summarized page The repo

Reporting.Net

Contents

Download Pdf Manuals

Related Search

Related Contents