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1. To Display Company Default Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 9 5 appears Interaction Outcome by Workgroup Report 9 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 9 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 9 6 CallCenterAnywhere Advanced Reports Service Billing Report by Project The Serrvice Billing Report by Project Figure 10 1 shows a set of interaction statistics
2. From the drop down menu select the language to use in this report Choose Company Default Date Format to display all report dates in your company s default format Choose User Defined Date Format to display all report dates in your AM workstation s configured format 9 Click the Schedule Report tab Figure 1 8 1 10 CallCenterAnywhere Advanced Reports Before using the scheduling feature the first time you must make some minor edits to the report xml file See f Configuring the report xml File below Daily Project Performance gt all Schedule Report Enable Report Scheduling Daily from 00 00 to 23 59 Weekly from Sunday 00 00 to Saturday 23 59 Monthly Send this Report by Email To Use a semicolon to separate multiple email addresses From Select an SMTP Group to send the Report engex2000 OK Cancel Apply Figure 1 8 Schedule Report Tab 10 Click Enable Report Scheduling and then select either Daily Weekly or Monthly 11 Complete the fields under Send this Report by Email a In the To text box enter one or more email addresses where CCA sends the report Separate multiple email addresses with a semi colon For example brice indy500 com gdefarran indy500 com The To field uses a maximum of 2048 characters Creating Viewing and Printing Custom Advanced Reports 1 11 b In the From text box enter one email ad
3. Callcenter Anywhere CallCenterAnywhere Advanced Reports User s Guide Version 7 1 7 CCA USER GUIDE The software described in this book is furnished under a license agreement and may be used only in accordance with the terms of the agreement COPYRIGHT NOTICE USER GUIDE 1998 2006 TELEPHONY WORK INC All Rights Reserved Released 07 24 06 for CCA 7 1 R7M1 7SP3 All intellectual property rights in the CCA USER GUIDE are owned by TELEPHONY WORK INC and are protected by United States copyright laws other applicable copyright laws and international treaty provisions TELEPHONY WORK INC retains all rights not expressly granted This document may not in whole or in part be copied photocopied reproduced translated stored in a retrieval system reduced to any electronic medium or machine readable form or transmitted by any means without prior consent in writing from Telephony Work Inc 4225 Executive Square Suite 600 La Jolla CA 92037 ALL EXAMPLES WITH NAMES PROJECTS COMPANY NAMES OR COMPANIES THAT APPEAR IN THIS MANUAL ARE IMAGINARY AND DO NOT REFER TO OR PORTRAY IN NAME OR SUBSTANCE ANY ACTUAL NAME PROJECT COMPANIES ENTITIES OR INSTITUTIONS ANY RESEMBLANCE TO ANY REAL PERSON PROJECT COMPANY ENTITY OR INSTITUTION IS PURELY COINCIDENTAL TRADEMARKS Telephony Work the Telephony Work logo CCA the CCA logo Interaction Manager Supervision Manager Administration Manager Network Manager
4. Deleted Objects and Historical Reports Deleting an object such as companies Workgroups Agents Projects Data Sources and so on from AM does NOT remove the object from the CCA database For example if you delete a workgroup in AM the workgroup is still in the database CCA marks the workgroup as do not display this workgroup in any CCA GUI Because objects remain in the database forever they can be picked up by reports containing historical data This means if you delete a workgroup on January 15th and then run a report showing workgroup activity going back to January 1st the report will show activity from the deleted workgroup 1 18 CallCenterAnywhere TM Advanced Reports Daily Project Performance The Daily Project Performance Figure 2 1 shows Call Center Activity by Call Number and Type Time Measurements of Call Center activity and Service Level performance against pre set thresholds Daily Project Performance Date s 11 09 2006 11 20 2006 Projects Accounting Report Printed On 411 2072006 10 15 AM AziaSaigon Fage tof 1 Figure 2 1 Sample Daily Project Performance Report Daily Project Performance 2 1 You can also configure this report to show all activity by all projects or for selected individual projects Report Elements On the top of the report e Daily Project Performance report name e Date s The period covered start and end dates Project s The project names selected
5. Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 12 3 Project Segments Report Content Tab 5 Using the information in Table 12 3 complete the fields Table 12 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 12 4 appears 12 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 12 4 Add Report Definition Regional Options Tab 7 Using the information in Table 12 4 complete the fields Table 12 4 Regional Options Tab Flelds and Descriptions Choose To Display Company Def
6. 3 12 CallCenterAnywhere Advanced Reports User Login Logout Report The User Login Logout Repport Figure 4 1 shows a set of interaction statistics broken down by interaction type phone email and so on and as a summary across all interaction types Figure 4 1 Sample Daily Project Performance Report User Login Logout Report 4 1 Report Elements Table 4 1 provides the fields and descriptions for the Project Segments Report Table 4 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 4 2 opens to the Name tab 4 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 4 2 Add Report Definition Name Tab 3 Using the information in Table 4 2 complete the fields Table 4 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project
7. INC S STANDARD FORM SOFTWARE LICENSE AGREEMENT HAS NOT BEEN SIGNED THEN TELEPHONY WORK INC LICENSES THE ENCLOSED SOFTWARE TO YOU ONLY UPON THE CONDITION THAT YOU PAY ALL SOFTWARE LICENSE FEES AND ACCEPT ALL THE TERMS CONTAINED IN THIS LICENSE AGREEMENT PLEASE READ THE TERMS CAREFULLY BEFORE OPENING THIS PACKAGE AS OPENING THE PACKAGE WILL INDICATE YOUR ASSENT TO THEM IF YOU DO NOT AGREE TO THESE TERMS THEN TELEPHONY WORK INC IS UNWILLING TO LICENSE THE SOFTWARE TO YOU IN WHICH EVENT YOU SHOULD RETURN THE FULL PRODUCT WITH PROOF OF PURCHASE TO THE DEALER FROM WHOM IT WAS ACQUIRED WITHIN THIRTY DAYS OF PURCHASE AND YOUR MONEY WILL BE REFUNDED LICENSE The software that accompanies this license the Software is the property of TELEPHONY WORK INC or its licensors and is protected by copyright law Except as may be modified by a license addendum which accompanies this license your rights and obligations with respect to the use of this Software are as follows You may use one copy of the Software contained on the enclosed CD on a single computer use the Software on a network You shall not copy the documentation which accompanies the Software sublicense rent or lease any portion of the Software copy reverse engineer decompile disassemble modify translate make any attempt to discover the source code of the Software or create derivative works from the Software or use a previous version or copy of the S
8. Include Statistics On tabs Workgroups Report Interval Regional Options Formulas and Threshold Interval Workgroup Performance report gt gt Accounting Project Content Include Statistics On Workgroups O All Specific Available Workgroups Selected Workgroups Business Accounting Comercal gt Marketing Support KI K v OK Cancel Figure 3 2 Interval Workgroup Performance Report Content Workgroups Tab 3 Click the Workgroups tab Figure 43 and select either All workgroups or Specific workgroups to include in you report 3 8 CallCenterAnywhere Advanced Reports a If you select All then the report will include the statistics for all configured workgroups in the system by Workgroup and by date b If you select Specific then you must identify the individual workgroups you want to include in the report Do this my moving them from the left box Available Workgroups to the right box Selected Workgroups using the arrows 4 Select the Report Interval tab Figure 3 3 and select how often to report the information from the drop down list 15 min 30 min 60 min or Daily Interval Workgroup Performance report gt gt Accounting Project Content Include Statistics On Report Interval 15min v v OK Cancel Figure 3 3 Interval Workgroup Performance Content Report Interval Tab 5 Select the Formulas tab Figure 45 and select the formu
9. Mail Manager Programmers Not Required and Integration By Design are the trademarks service marks and logos of Telephony Work Inc in the United States and other countries Use of these marks is not permitted without the prior written consent of Telephony Work Inc Proxy Gateway is a trademark of Funk Software Inc Other product names mentioned in this manual may be trademarks or registered trademarks of their respective companies and are the sole property of their respective owners DISCLAIMERS Every effort has been made to ensure the accuracy of this user manual However information in this document is subject to change without notice and does not represent a commitment on the part of Telephony Work Inc Telephony Work Inc provides this information on an as is basis and makes no warranties with respect to this documentation and disclaims any implied warranties including without limitation implied warranties of merchantability and fitness for a particular purpose Telephony Work Inc shall not be liable for any errors or for incidental or consequential damages in connection with the furnishing performance or use of this user manual or the examples herein TELEPHONY WORK INC LICENSE AND WARRANTY NOTICE IF YOU HAVE SIGNED TELEPHONY WORK INC S STANDARD FORM SOFTWARE LICENSE AGREEMENT THEN THE TERMS OF THAT AGREEMENT SHALL GOVERN Telephony Work Inc Confidential and Proprietary Information iii IF TELEPHONY WORK
10. Segments Report definitions 4 Click Content The Content tab Figure 4 3 appears User Login Logout Report 4 3 Project Key Statistics gt gt New Item Content Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 4 3 Project Segments Report Content Tab 5 Using the information in Table 4 3 complete the fields Table 4 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 4 4 appears 4 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 4 4 Add Report Definition Regional Options
11. Tab 7 Using the information in Table 4 4 complete the fields Table 4 4 Regional Options Tab FIelds and Descriptions Choose To Display Company Default Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 4 5 appears User Login Logout Report 4 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 4 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 4 6 CallCenterAnywhere Advanced Reports User H
12. Table 3 1 Calls Area Elements of the Interval Workgroup Performance Report Item Description ACD OVR In The number of calls that were offered by Overflowed to a workgroup ACD OVR Out The number of calls that met Overflow Criteria though not necessarily answered by another workgroup Total The total number or percentage of each Call item for each workgroup during the requested date range Grand Total The total number or percentage of each Call item for all selected workgroups combined during the requested date range Table 3 2 shows the TFS fields and descriptions Table 3 2 TFS Area Elements of the Interval Workgroup Performance Report Item Description Service Level The percentage of calls answered by a workgroup against a target within the interval Total The average Service Level percent for each Call item for each workgroup during the requested date range Grand Total The average Service Level percent for each Call item for all selected workgroups combined during the requested date range 3 4 CallCenterAnywhere Advanced Reports Time Totals The Time Totals area tracks the time that agents were logged in during the interval the cumulative time spent in the different ACD States Busy Available On Break Maximum Abandon and Answer Delay and the Average Speed of Answer ASA Refer to Table 3 3 for a description of the fields tables
13. Work Inc Confidential and Proprietary Information vi CallCenterAnywhere Advanced Reports Contents Chapter 1 Introduction to Custom Advanced Reports Overview of Custom Advanced Reports 220005 1 2 Creating Viewing and Printing Custom Advanced Reports Creating and Naming a New Advanced Report 4 1 7 Viewing and Printing Reports 0000s 1 13 A Note About Start and End Times 1 14 Note About Project Routing and Reporting 1 15 Configuring the report xml File 0 ee es 1 15 Deleting a Report Deleted Objects and Historical Reports 0050005 1 18 Chapter 2 Daily Project Performance Report Elements 2 ea eee ee ha ee ee a 7 2 Cal Meds res nga hai ae he ei ae Ba BPO ee eG 7 3 Time Measures Avg aa i Eees sapa aa ra ee ees 7 3 Average Speed to Answer ASA 00 eee ee ees 7 4 Creating a Daily Project Performance Report 7 5 Chapter 3 Interval Workgroup Performance Report ElementS y soies 82 0445 88 ef ae dea eee ee 8 2 CAUSE eas iea ara eie Bindi w a haha hs a Atak bs 2S Abad Syed ed 8 3 TFS Service Level ruS sia ste aides D dee ce Bg ake Se tee Peter 8 4 Time Totals wiat woah a eR a aged te wt ee Se aye ao eee 8 5 Handled Time can decd Bode ee Wee Wha hWabh oF Wel ge be Gas 8 6 User Defined Threshold 2 00 00 0 eee eee 8 6 Creating the Interval Workgroup Performance Report 8 8 Chapter 4 User Login Logou
14. from the Contents Projects e If the project name is too long for the space provided within the report only part of the name appears e Ifthe report includes more projects than room to completely display at the top of the report the additional project names will appear at the bottom of the report e Contact Center Anywhere logo appears in the upper right corner On the bottom center of the report e Report Printed On The date and time based on the time zone selection e Page 1 of X where X the total number of pages The report includes three sections in its main body e Call Measures e Time Measures e Average Speed to Answer 2 2 CallCenterAnywhere Advanced Reports Call Measures The Call Measures area tracks Call Type Calls Offered Calls Answered and Percentage of Calls answered pre and post threshold Refer to Table 2 1 for a description of each item the corresponding table and field names and the formula used in the calculation Table 2 1 Call Measures Area of the Daily Project Performance Report Item Description Total In Total Incoming Calls Total Out Total Outgoing Calls Internal In Total Internal Extension Calls Internal Out Ans ACD Off ACD Total Outgoing Extension Calls Total ACD Calls Answered Total ACD calls offered by the project to the workgroup Time Measures Avg The Time Measures Avg area provides information showing the Average time for t
15. time measurements of contact center activity ASA ABA talk time and service level performance against pre set thresholds Use this report to determine volume and service factors by project to identify busy hour and staffing requirements based upon call volume You can configure this report to show all activity for all projects or for individual projects you select by interval or by dates This report shows workgroup call activity total workgroup ACD status time and total number of agents logged in by an administrator set interval Statistics tracked include Number type and disposition of calls Service levels Collective time in ACD states Agent login activity and visibility into ACD states Use this report to identify volume call routing and service factors measured by the workgroup service level as well as a user defined service level 1 2 CallCenterAnywhere TM Advanced Reports Table 1 1 Administration Manager Custom Advanced Reports Advanced Report Description User Login Logout This report shows agent login and logout activity by date time event and reason Use this report to determine how a specific user is spending time in comparison with other users User Hourly Average This report highlights individual agent performance by time in ACD status call counts call types and talk time It provides visibility into hourly agent activity including calls handled along with time sp
16. 2 3 Content Tab Fields and Descriptions Table 12 4 Regional Options Tab Flelds and Descriptions a i m e Table 7 4 Regional Options Tab Flelds and Descriptions 12 5 Table 8 1 Project Segments Report Fields 05 13 2 Table 8 2 Name Tab Fields and Descriptions 13 3 Table 8 3 Content Tab Fields and Descriptions 13 4 Table 8 4 Regional Options Tab Flelds and Descriptions 13 5 Table 9 1 Project Segments Report Fields 005 14 2 Table 9 2 Name Tab Fields and Descriptions 14 3 Table 9 3 Content Tab Fields and Descriptions 14 4 Table 9 4 Regional Options Tab Flelds and Descriptions 14 5 Table 10 1 Project Segments Report Fields 2005 15 2 Table 10 2 Name Tab Fields and Descriptions 15 3 Table 10 3 Content Tab Fields and Descriptions 15 4 Table 10 4 Regional Options Tab Flelds and Descriptions 15 5 Table 11 1 Project Segments Report Fields 205 16 2 6 3 6 4 6 5 7 2 7 3 7 4 7 5 jp Telephony Work Inc Confidential and Proprietary Information xii CallCenterAnywhere Advanced Reports Introduction to Custom Advanced Reports To provide for more effective Contact Center Management CCA lets you create tabular and graphical reports to help you understand the trends activities
17. Box Period Covered Tab Regional Options Tab Workgroup Key Statistics Sample Project Segments Report Project Segments Report Content Tab Sample Project Segments Report Add Report Definition Name Tab Sample Project Segments Report Add Report Definition Name Tab Project Segments Report Content Tab Add Report Definition Regional Options Tab Add Report Definition Permissions Tab 005 Sample Project Segments Report Add Report Definition Name Tab Project Segments Report Content Tab Add Report Definition Regional Options Tab Add Report Definition Permissions Tab 05 Sample Project Segments Report Add Report Definition Name Tab Project Segments Report Content Tab Telephony Work Inc Confidential and Proprietary Information BPReRPRPRPrP Re mre ODDODD00 OOO OM 00 0 0 0 NN Nr rt rt k re Fe h re re Bb Li i 1 1 Li Li Li I 1 I I 1 1 1 Li NABWNFO Li 1 I I 1 KWHOAADKWHOATHAWHEROODNADHE RRR RODIAAY Figures ix Figure 6 4 Figure 6 5 Figure 7 1 Figure 7 2 Figure 7 3 Figure 7 4 Figure 7 5 Figure 8 1 Figure 8 2 Figure 8 3 Figure 8 4 Figure 8 5 Figure 9 1 Figure 9 2 Figure 9 3 Figure 9 4 Figure 9 5 Figure 10 1 Figure 10 2 Figure 10 3 Figure 10 4 Figure 10 5 Figure 11 1 Figure 11 2 Figure 11 3 Figure 11 4 Figure 11 5 Figure 12 1 Figure 12 2 Figure 12 3 Figure 12 4 Figure 12 5 Add Report Definition Regional Options Tab 11 5 Ad
18. CLAIMER OF DAMAGES TELEPHONY WORK INC SHALL NOT BE LIABLE TO YOU FOR INDIRECT SPECIAL INCIDENTAL EXEMPLARY CONSEQUENTIAL DAMAGES OR SIMILAR DAMAGES INCLUDING WITHOUT LIMITATION LOST PROFITS OR LOST DATA RELATED TO THIS AGREEMENT OR RESULTING FROM CUSTOMER S USE OR INABILITY TO USE THE SOFTWARE ARISING FROM ANY CAUSE OF ACTION WHATSOEVER INCLUDING CONTRACT WARRANTY STRICT LIABILITY OR NEGLIGENCE EVEN IF TELEPHONY WORK INC HAS BEEN NOTIFIED OF THE POSSIBILITY OF SUCH DAMAGES SOME STATES DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY FOR INDIRECT SPECIAL INCIDENTAL EXEMPLARY CONSEQUENTIAL DAMAGES OR SIMILAR DAMAGES SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU IN NO CASE SHALL TELEPHONY WORK INC S LIABILITY EXCEED THE PURCHASE PRICE FOR THE SOFTWARE The disclaimers and limitations set forth above will apply regardless of whether you accept the Software GENERAL The laws of the State of California will govern this Agreement This Agreement may only be modified by a license addendum that accompanies this license or a written document that has been signed by both you and TELEPHONY WORK INC Should you have any questions about this Agreement or if you desire to contact TELEPHONY WORK INC for any reason please write Telephony Work Inc Customer Sales 4225 Executive Square Suite 600 La Jolla CA 92037 or call 1 888 854 4224 Telephony Work Inc Confidential and Proprietary Information Telephony
19. Project Key Statistics gt gt New Item Content Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 10 3 Project Segments Report Content Tab 5 Using the information in Table 10 3 complete the fields Table 10 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 10 4 appears 10 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 10 4 Add Report Definition Regional Options Tab 7 Using the information in Table 10 4 complete the fields Table 10 4 Regional Options Tab Flelds and Description
20. To Display Company Default Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 8 5 appears System Peaks 15 min Report 8 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 8 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 8 6 CallCenterAnywhere Advanced Reports Interaction Outcome by Workgroup Report The interaction Outcome by Workgroup Report Figure 9 1 shows a set of interaction statistics broken
21. actions 1 3 System Peak Interactions 1 3 User Hourly Average 1 3 User Login Logout 1 3 User Status Duration 1 4 D Deleted Objects in Historical Reports 1 18 end time reports 1 14 H Historical Reports and Deleted Objects 1 18 How to create a Project Key Statistics Report 7 5 8 8 9 2 10 2 11 2 12 2 13 2 14 2 15 2 16 2 17 2 delete a report 1 16 Telephony Work Inc Confidential and Proprietary Information Inbound Traffic Report 1 4 0 Objects Deleted and Historical Reports 1 18 Peak Interactions 1 3 Printing and Viewing Reports 1 5 Project Key Statistics Report 7 1 8 1 9 1 10 1 11 1 12 1 13 1 14 1 15 1 16 1 17 1 project routing and reporting 1 15 Report deleting 1 16 introduction to 1 1 viewing and printing 1 5 report start and end times 1 14 Report xml File Editing 1 15 reporting projects 1 15 routing projects 1 15 Index 1 Schedule a report report xml changes 1 15 Service Billing Report By Project 1 3 start time reports 1 14 System Peak Interactions 1 3 User Login Logout 1 3 User Status Duration 1 4 Vv Viewing and Printing Reports 1 5 Telephony Work Inc Confidential and Proprietary Information Index 2 CallCenterAnywhere Advanced Reports
22. actions Report 7 3 Project Key Statistics gt gt New Item Content Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 7 3 Project Segments Report Content Tab 5 Using the information in Table 7 3 complete the fields Table 7 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 7 4 appears 7 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 7 4 Add Report Definition Regional Options Tab 7 Using the information in Table 7 4 complete the fields Table 7 4 Regional Options Tab FIelds a
23. and agent performance in your call center These reports include Agent activity performance and efficiency Interaction statistics Interaction outcomes Project billing and cost details Outcome of predictive calls Traffic information As an administrator you can configure any CCA report which means you can Display as much or as little data as needed Specify a report date range Display data in the graphical format that makes the most sense to you Control which Administrators and Supervisors can access reports Specify the date format time zone and language for the report Schedule reports to run automatically Introduction to Custom Advanced Reports 1 1 Overview of Custom Advanced Reports The CCA Advanced Report Templates allow you to configure highly detailed reports that provide information not available in the Standard Reports In addition CCA presents Advanced Report information differently than Standard Reports which presents information in an all or one format You can set Advanced Reports to run in ways that compare multiple projects workgroups users and so on Table 1 1 shows the Advanced Report templates available from Custom Reports gt Advanced Reports Table 1 1 Administration Manager Custom Advanced Reports Advanced Report Daily Project Performance Interval Workgroup Performance Description This report provides Call Center Activity by call number and call type
24. and formulas used in the calculations where applicable Table 3 3 Time Totals Area Elements of the Interval Workgroup Performance Report Item Description Logged In Cumulative total time users were logged in during the interval Busy Cumulative total time users spent in the Busy state during the interval Avail Cumulative total time users spent in the Available state during the interval On Break Cumulative total time users spent in the On Break state during the interval Max Answer Delay Maximum time to answer a call during the interval Max Abandon Delay Maximum time before the caller abandoned the call during the interval ACD ASA Average Speed to Answer during the interval Total The average total time for each Time field except Max Answer Delay and Max Abandon Delay for all workgroups combined during the requested date range Total lt date gt The average time for each time field except Max Answer Delay and Max Abandoned Delay for the day Grand Total The average time for each time field for all workgroups combined during the requested date range Interval Workgroup Performance 3 5 Handled Time The Handled Time area tracks the total and average ACD Talk Time Refer to Table 3 4 for a description of the fields tables and formulas used in the calculations where applicable Table 3 4 Handled Time Area Elements of the Interval Workgroup Perfo
25. atus Duration This report tracks agent activity through the use of user defined agent statuses This provides more detail about the way an agent actually spends their time versus the standard ACD statuses of Available Busy and On Break This report tracks User Date Status company defined Duration ACD status system default Percent of total Use this report to determine how a specific user spends time in comparison with other users Inbound Traffic Report This report provides a count of the number of calls offered by area code and exchange within that area code Use this report to determine the exchange with the largest volume of calls within each area code These reports are produced in PDF format You will need Adobe Acrobat Reader to view these reports CCA supervisors cannot create or edit report definitions If you are a supervisor and need a new report or would like f changes to an existing report please contact your administrator 1 4 CallCenterAnywhere Advanced Reports Creating Viewing and Printing Custom Advanced Reports Administrators can view and print Custom Advanced Reports they or another Administrator created and saved for your company Supervisors cannot create or edit report definitions of users who want to view Advanced Reports as well as f Scheduled Advanced Reports CCA delivers Scheduled Reports in both Web html format as well as in Acrobat pdf format Y
26. ault Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 12 5 appears Inbound Traffic Report 12 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 12 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 12 6 CallCenterAnywhere Advanced Reports Index C Custom Advanced Reports Daily Project Performance 1 2 Daily User Performance 1 3 Interaction Outcomeby Workgroup 1 3 Interval Workgroup Performance 1 2 Peak Inter
27. broken down by interaction type phone email and so on and as a summary across all interaction types Figure 10 1 Sample Daily Project Performance Report Service Billing Report by Project 10 1 Report Elements Table 10 1 provides the fields and descriptions for the Project Segments Report Table 10 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 10 2 opens to the Name tab 10 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 10 2 Add Report Definition Name Tab 3 Using the information in Table 10 2 complete the fields Table 10 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 4 Click Content The Content tab Figure 10 3 appears Service Billing Report by Project 10 3
28. ced Reports 1 15 The urlReportCss parameter should contain the URL path to the web_clients css file lt parameter name urlReportCss value http lt machine_name gt TAW css web_clients css gt The urlReport parameter should contain the URL path to the report directory lt parameter name urlReport value http lt machine_name gt TAW AdministrationMana ger report gt After editing the report xml file you must restart the TAW Web server Deleting a Report Follow these steps to delete any report 1 just as when viewing a report Creating Viewing and Printing Custom Advanced Reports on page 1 50 in the Navigation Pane click Custom Reports gt Advanced Reports to view the selections Then click on a report name such as Daily Project Performance to access a list of reports of that type Right click on the report that you want to delete and select Delete from the pop up menu Figure 1 12 You can also select aa report and then click the Delete button 1 16 CallCenterAnywhere Advanced Reports Delete Help Daily Project Performance report ABCDEFGHIJKLMNOPQRSTUVWXYZ 1234567890 Remove Filter co Description 2 2 Afternoon Shitf iP ggh s lt First lt Previous 15 Next gt Figure 1 12 Select Delete From the Pop Up Menu A delete confirmation message appears 4 Click OK confirm the deletion Deleting a Report 1 17
29. ct the report coverage Start and End times 4 Click the Regional Options tab Figure 1 11 Creating Viewing and Printing Custom Advanced Reports 1 13 Z Web Page Dialog Gg x Period Covered Regional Options Display Time Company Default Time Zone GMI GG0 DST401 G0 Eastern Standard Mime Mew South Wales Australia sydney C User Time Zone GMTHIT 00 DSTHIT 00 Greenwich Mean Tire GT Report Language English US z Select Date Format to Display in Report Company Default Date Format r0 dd yyyy C User Defined Date Format radiy Cancel Help Figure 1 11 Regional Options Tab 5 Under Display Time select either the company default time zone or user time zone See A Note About Start and End Times on page 1 14 6 Under Report Language select a language for the report from the drop down list 7 Inthe last section select a date format as either the company default format or a user defined format 8 Click OK The report appears in a new window A Note About Start and End Times For almost every report the start and end times work the same For example run a Billing report using the following Select e Start date 07 01 04 e End date 07 30 04 1 14 CallCenterAnywhere Advanced Reports e Start time 8 00 AM e End time 17 00 5 00 pm Any event occurring between those times twenty four hours a day seven days a week is includ
30. d Report Definition Permissions Tab 4 11 6 Sample Project Segments Report 2 12 1 Add Report Definition Name Tab 2 000 eee 12 3 Project Segments Report Content Tab 12 4 Add Report Definition Regional Options Tab 12 5 Add Report Definition Permissions Tab 12 6 Sample Project Segments Report 24 13 1 Add Report Definition Name Tab 0 000 eee 13 3 Project Segments Report Content Tab 4 13 4 Add Report Definition Regional Options Tab 13 5 Add Report Definition Permissions Tab 13 6 Sample Project Segments Report 24 14 1 Add Report Definition Name Tab 0 0000 eee 14 3 Project Segments Report Content Tab 14 4 Add Report Definition Regional Options Tab 14 5 Add Report Definition Permissions Tab 4 14 6 Sample Project Segments Report 2 15 1 Add Report Definition Name Tab 0 000 eee ae 15 3 Project Segments Report Content Tab 04 15 4 Add Report Definition Regional Options Tab 15 5 Add Report Definition Permissions Tab 4 15 6 Sample Project Segments Report 24 16 1 Add Report Definition Name Tab 0 000 16 3 Project Segments Report Content Tab 04 16 4 Add Report Definition Regional Options Tab 16 5 Add Report Definition Per
31. down by interaction type phone email and so on and as a summary across all interaction types Figure 9 1 Sample Daily Project Performance Report Interaction Outcome by Workgroup Report 9 1 Report Elements Table 9 1 provides the fields and descriptions for the Project Segments Report Table 9 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 9 2 opens to the Name tab 9 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 9 2 Add Report Definition Name Tab 3 Using the information in Table 9 2 complete the fields Table 9 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 4 Click Content The Content tab Figure 9 3 appears Interaction Outcome by Workgroup Report 9 3 Projec
32. dress The person who receives the report can see this address in the email s From field The From field uses a maximum of 128 characters 12 Select an SMTP group 13 Click the Permissions tab Figure 1 9 if available Daily Project Performance gt gt New Item Permissions This Report will be accessible to any Supervisor the following Supervisors Select uM First Name Last Name Biz russellA2 sys lewyA2 O abaker Alice Baker g asi anu Super Department O buzz buzz Lightyear O carrie Carrie Belichick 0 carriesupy Carrie Belichick oO de dc de O diems1 diems1 diems1 O dsharkey Deb Sharkey Ms OK Cancel Apply Figure 1 9 Permissions Tab 14 Make the report accessible to any Supervisor or to only the Supervisors you select in the list 1 12 CallCenterAnywhere Advanced Reports Viewing and Printing Reports 1 From the report list click a report name and then the View button The Report Period Covered dialog box Figure 1 10 opens 3 Web Page Dialog f x Period Covered Regional Options Set the Period Covered by this Report Start Date 11 16 2006 Bl End Date 11 16 2006 Bl Start Time fo gt Hour 0 gt Minutes End Time 23 gt Hour 59 z Minutes Cancel Help Figure 1 10 Period Covered Dialog Box 2 From the corresponding calendars select the report coverage Start and End date 3 From the corresponding drop down lists sele
33. e To Display Company Default Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 11 5 appears User Status Duration Report 11 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 11 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 11 6 CallCenterAnywhere Advanced Reports Inbound Traffic Report The Inbound Traffic Report Figure 12 1 shows a set of interaction statistics broken down by interaction typ
34. e phone email and so on and as a summary across all interaction types Figure 12 1 Sample Daily Project Performance Report Inbound Traffic Report 12 1 Report Elements Table 12 1 provides the fields and descriptions for the Project Segments Report Table 12 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 12 2 opens to the Name tab 12 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 12 2 Add Report Definition Name Tab 3 Using the information in Table 12 2 complete the fields Table 12 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 4 Click Content The Content tab Figure 12 3 appears Inbound Traffic Report 12 3 Project Key Statistics gt gt New Item Content
35. ed in the report Every CCA report works this way with two standard report exceptions e The Workgroup Interval Time report e The Workgroup Interval Time by Media report Note About Project Routing and Reporting If CCA receives a call into Project A and this changes another project such as Project B the report will show the change to Project A This is because the change actually came into Project A and if CCA reported it for both Project A and Project B then the information would be doubled If CCA reported the change for only Project B then there would be no way to tack which project the call actually came into This is important for some clients who use multiple project DNISs that reroute to the same project or menu for tracking which advertising source is generating the most calls Configuring the report xml File The first time you use the report scheduling feature you must make some minor edits to the report xml file 1 After installing the current build find the report xml file at TAW custom report xml 2 Open the file in a text editing program and verify that the following tags have correct values The examples below show the default directory paths but you should verify that these are correct for your site The url parameter should contain the URL path of your TAW web server lt parameter name url value http lt machine name gt TAW gt Creating Viewing and Printing Custom Advan
36. ent The Content tab Figure 5 3 appears User Hourly Average Report 5 3 Project Key Statistics gt gt New Item Content Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 5 3 Project Segments Report Content Tab 5 Using the information in Table 5 3 complete the fields Table 5 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 5 4 appears 5 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 5 4 Add Report Definition Regional Options Tab 7 Using the information in Table 5 4 com
37. ent in different ACD states Use this report to determine agent average performance against reasonable expectations Daily User Performance This report provides visibility into daily agent activity including time spent in different ACD states call counts and talk time Use this report to monitor agent performance against reasonable expectations Peak Interactions This report tracks the peak number of interactions in 15 minute intervals This information is stored in the Interactions Peak table in the database Use this report to determine peak interaction activity for all projects or for individual projects System Peaks Interactions This report tracks the maximum peak number of interactions used by the system reported in pre set intervals by company Use this report to determine when additional requirements may be needed to handle high volume interactions Interaction Outcome by Workgroup This report tracks Interactions by outcome number of Interactions per outcome duration and average duration Service Billing Report By Project The report shows transaction times and billing rates by project for a specified date range Use this report to determine transaction and billing activity for all projects or for individual projects Introduction to Custom Advanced Reports 1 3 Table 1 1 Administration Manager Custom Advanced Reports Advanced Report Description User St
38. ents of the Interval Workgroup Performance Report 8 6 User Defined Threshold Area Elements of the Interval Workgroup Performance Report 8 6 Project Segments Report Fields 0 000 ee eee 9 2 Name Tab Fields and Descriptions 0005 9 3 Content Tab Fields and Descriptions 9 4 Regional Options Tab Flelds and Descriptions 9 m Project Segments Report Fields aaua aaa Name Tab Fields and Descriptions n saasaa aaa Content Tab Fields and Descriptions Regional Options Tab Flelds and Descriptions Project Segments Report Fields 0 00 eee Name Tab Fields and Descriptions Content Tab Fields and Descriptions 5 Regional Options Tab Flelds and Descriptions Project Segments Report Fields 0000 eee Name Tab Fields and Descriptions Content Tab Fields and Descriptions 5 jp H me m pa paa Gak YNN EE E OOOO BRWNUORWNUOHRWNY RR jp Telephony Work Inc Confidential and Proprietary Information Tables xi iy Table 11 2 Name Tab Fields and Descriptions Table 11 3 Content Tab Fields and Descriptions Table 11 4 Regional Options Tab Flelds and Descriptions Table 12 1 Project Segments Report Fields 200 Table 12 2 Name Tab Fields and Descriptions Table 1
39. hat were answered Ans after greater than the user defined threshold within the daily group Ans Post Thresh The percentage of ACD calls that were answered Ans after greater than the user defined threshold within the daily group Abn Pre Thresh The number of ACD calls that were abandoned Abn before less than the user defined threshold within the daily group Abn Pre Thresh The percentage of ACD calls that were abandoned Abn before less than the user defined threshold within the daily group Abn Post Thresh The number of ACD calls that were abandoned after greater than the user defined threshold within the daily group Abn Post Thresh The percentage of ACD calls that were abandoned after greater than the user defined threshold within the daily group Custom Service Level The percentage of calls that were answered within X seconds where X is a Service Level time factor defined as a variable for the report Total The total number or percentage for each field for the workgroup Grand Total The total number or percentage for each field for all workgroups Interval Workgroup Performance 3 7 Creating the Interval Workgroup Performance Report 1 From Advanced Reports Interval Workgroup Performance click the Add button The Name tab opens where you type a name and a description for the report 2 Click the Content tab Figure 3 2 which opens to show
40. he key statistical areas Refer to Table 2 2 for a description of each item table and field names and the formula used in the calculation Table 2 2 time Measures AVG Area of Daily Performance Report Item Description Talktime ACD Duration Average talk time for all ACD calls in the project Talktime Out Duration Average talk time for all outbound calls ABDN ACD Duration Average time callers waited prior to abandoning a call Wrap ACD Duration Average wrap up time for ACD calls Max ABND Longest time an ACD call was in queue prior to abandoning Total lt date gt For each day of a project this is the total duration for each Time Measures item Daily Project Performance 2 3 Table 2 2 time Measures AVG Area of Daily Performance Report Item Total lt Project Name gt Description Average for each item for the project except Max ABND ACD which represents the maximum wait to abandoned for the project Grand Total Average for each item for all projects except Max ABND ACD which represents the maximum wait to abandoned for all projects Average Speed to Answer ASA The Average Speed to Answer ASA area provides information showing the average time for the project to receive ACD calls Refer to Table 2 3 for a description table and field names and the formula used in the calculation Table 2 3 Average Speed to Answer Area of the Daily Projec
41. istics broken down by interaction type phone email and so on and as a summary across all interaction types Figure 8 1 Sample Daily Project Performance Report System Peaks 15 min Report 8 1 Report Elements Table 8 1 provides the fields and descriptions for the Project Segments Report Table 8 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 8 2 opens to the Name tab 8 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 8 2 Add Report Definition Name Tab 3 Using the information in Table 8 2 complete the fields Table 8 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 4 Click Content The Content tab Figure 8 3 appears System Peaks 15 min Report 8 3 Project Key S
42. l projects click All To include statistics on only some reports click Specific and then use the arrow keys to move the desired projects to the Selected Projects box 6 Click the Report Interval tab Figure 1 6 and from the drop down list select how often to report statistics for the projects you included in this report 1 8 CallCenterAnywhere Advanced Reports Daily Project Performance gt gt New Item Content Include Statistics On Report Interval bd OK Cancel Apply Figure 1 6 Content Report Interval Tab 7 Click the Regional Options tab Figure 1 7 Creating Viewing and Printing Custom Advanced Reports 1 9 Daily Project Performance gt gt New Item Regional Options Display Time Company Default Time Zone User Time Zone Report Language English US v Select Date Format to Display in Report Company Default Date Format User Defined Date Format OK Cancel Apply Figure 1 7 Regional Options Tab 8 Using the information in Table 1 2 complete the fields Table 1 2 Regional Options Tab Fields and Descriptions Field Description Display Time Choose Company Default Time Zone to display all report times in your company s default time zone defined Choose User Time Zone to display all report times in your AM workstation s configured time zone Report Language Select Date Format to Display in Report
43. la for the TFS field from the drop down list Interval Workgroup Performance 3 9 Interval Workgroup Performance report gt gt Accounting Project Content Include Statistics On Formulas TotalAnsPreThre TotalAnsAC v OK Cancel Figure 3 4 Interval Workgroup Performance Content Formulas Tab a TotalAnsPreThre TotalAnsACD TotalAbanPostThre Provides a service level percentage of calls answered within the threshold of all answered calls excluding calls that abandoned within the threshold value b TotalAnsPreThre TotalAnsACD Provides a service level percentage of calls answered within the threshold of all answered calls 6 Select the Threshold tab Figure 3 5 and select a custom threshold a Service Level time factor 3 10 CallCenterAnywhere Advanced Reports Interval Workgroup Performance report gt gt Accounting Project Content Include Statistics On Threshold v OK Cancel Figure 3 5 Interval Workgroup Performance Content Threshold Tab 7 Click the Regional Options tab to select a time zone report language and report format 8 Click the Schedule Report tab to run the report automatically over selected periods of time and have CCA automatically send it to one or more email addresses 9 Click the Permissions tab and identify the users that you want to give access to this report 10 Click OK Interval Workgroup Performance 3 11
44. mance Report Figure 6 1 shows a set of interaction statistics broken down by interaction type phone email and so on and as a summary across all interaction types Figure 6 1 Sample Daily Project Performance Report Daily User Performance Report 6 1 Report Elements Table 6 1 provides the fields and descriptions for the Project Segments Report Table 6 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 6 2 opens to the Name tab 6 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 6 2 Add Report Definition Name Tab 3 Using the information in Table 6 2 complete the fields Table 6 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 4 Click Content The Content tab Figure 6 3 appea
45. missions Tab 16 6 Sample Project Segments Report 0 00 ee eee 17 1 Add Report Definition Name Tab 0 0000 eee 17 3 Project Segments Report Content Tab 17 4 Add Report Definition Regional Options Tab 17 5 7 6 m Add Report Definition Permissions Tab 4 Telephony Work Inc Confidential and Proprietary Information x CallCenterAnywhere Advanced Reports Tables Table 1 1 Table 1 2 Table 2 1 Table 2 2 Table 2 3 Table 2 4 Table 2 5 Table 3 1 Table 3 2 Table 3 3 Table 3 4 Table 3 5 Table 4 1 Table 4 2 Table 4 3 Table 4 4 Table 5 1 Table 5 2 Table 5 3 Table 5 4 Table 6 1 Table 6 2 Table 6 3 Table 6 4 Table 7 1 Table 7 2 Table 7 3 Administration Manager Custom Advanced Reports 1 2 Regional Options Tab Fields and Descriptions 1 10 Call Measures Area of the Daily Project Performance Report 7 3 time Measures AVG Area of Daily Performance Report 7 3 Average Speed to Answer Area of the Daily Project Performance Report 7 4 Name Tab Fields and Descriptions 2005 7 5 Projects Sub Tab Fields and Descriptions 7 6 Calls Area Elements of the Interval Workgroup Performance Report 8 3 TFS Area Elements of the Interval Workgroup Performance Report 8 4 Time Totals Area Elements of the Interval Workgroup Performance Report 8 5 Handled Time Area Elem
46. nd Descriptions Choose To Display Company Default Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 7 5 appears System Peak Interactions Report 7 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 7 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 7 6 CallCenterAnywhere Advanced Reports System Peaks 15 min Report The System Peaks 15 min Report Figure 8 1 shows a set of interaction stat
47. nywhere Advanced Reports Every configuration option for every report is explained in the CCA Administration Manager User s Guide Work with your administrator to create the types of reports that are most useful to you Creating and Naming a New Advanced Report 1 From the list of available reports click the Add button The report creation screen opens 2 Select the Name tab if it is not already selected Figure 1 4 shows an example of the Name tab for the Daily Project Performance report Daily Project Performance gt Interval Workgroup Performance Name Report Name Interval Workgroup Performance Description Monday Friday 10 2 pm Figure 1 4 Report Dialog Box Period Covered Tab 3 Type a name in the Report Name box and a description in the Description box This information will appear in the reports list for this report Creating Viewing and Printing Custom Advanced Reports 1 7 4 Click the Content tab which opens to the first of two sub tabs Projects and Report Interval Help Daily Project Performance gt gt New Item Content Include Statistics On Projects O All Specific Available Projects Selected Projects abc Deleted anu_db_sp asp CCWCB chat project Deleted chat project Deleted chat project Deleted DC dfdfd Deleted diemp1 BARE E v OK Cancel Apply Figure 1 5 Content Projects Tab 5 To include statistics on al
48. oftware after you have received a disk replacement set or an upgraded version as a replacement of the prior version Upon upgrading the Software all copies of the prior version must be destroyed unless otherwise agreed in a written document that has been signed by both you and TELEPHONY WORK INC Any actions by you which violate the terms of this Agreement shall result in the immediate termination of this license with no refund to you of License Fees paid LIMITED WARRANTY TELEPHONY WORK INC warrants that the media on which the Software is distributed will be free from defects for a period of thirty 30 days from the date of delivery of the Software to you Your sole remedy in the event of a breach of this warranty will be that TELEPHONY WORK INC will replace any defective media returned to TELEPHONY WORK INC within the warranty period TELEPHONY WORK INC does not warrant that the Software will meet your requirements or that the operation of the Software will be uninterrupted or that the Software will be error free THE ABOVE LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS YOU MAY HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE Telephony Work Inc Confidential and Proprietary Information iv CallCenterAnywhere Advanced Reports DIS
49. onal Options Tab FIelds and Descriptions Choose To Display Company Default Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 6 5 appears Daily User Performance Report 6 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 6 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 6 6 CallCenterAnywhere Advanced Reports System Peak Interactions Report The System Peak Interactions Report Figure 7 1 sho
50. ou must install Adobe Acrobat Reader on all workstations 1 Expand the Custom Reports link in the Navigation Pane 2 Then expand the Advanced Reports link to see the reports under that heading Figure 1 1 ii Custom Reports Figure 1 1 Example of the Advanced Reports Menu 3 Click a report name for example Daily Project Performance If no reports of that type exist an empty report list appears Figure 1 2 shows an example of an empty Daily Project Performance List Creating Viewing and Printing Custom Advanced Reports 1 5 Delete Help Daily Project Performance Find ABCDEFGHIJKLMNOPQRSTUVWXYZ 1234567890 Remove Filter Jo a Description No items in the list Figure 1 2 Example Empty Report List If any reports of the requested type exist a list of report names appears Figure 1 3 shows an example list for the Daily Project Performance report In this example two reports are available Edit Delete Help Daily Project Performance Find ABCDEFGHIJKLMNOPQRSTUVWXYZ 1234567890 Remove Filter Go A a Description all P Interval Workgroup Performance Monday Friday 10 2 pm lt Previous Next gt Last gt gt Figure 1 3 List of Reports 4 Double click on the desired report name When your administrator creates a report the administrator can usually set some configuration options Exactly what kind of configuration depends on each specific report 1 6 CallCenterA
51. ourly Average Report The User Hourly Average Report Figure 5 1 shows a set of interaction statistics broken down by interaction type phone email and so on and as a summary across all interaction types Figure 5 1 Sample Daily Project Performance Report User Hourly Average Report 5 1 Report Elements Table 5 1 provides the fields and descriptions for the Project Segments Report Table 5 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 5 2 opens to the Name tab 5 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 5 2 Add Report Definition Name Tab 3 Using the information in Table 5 2 complete the fields Table 5 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 4 Click Cont
52. plete the fields Table 5 4 Regional Options Tab FIelds and Descriptions Choose To Display Company Default Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 5 5 appears User Hourly Average Report 5 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 5 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 5 6 CallCenterAnywhere Advanced Reports Daily User Performance Report The Daily User Perfor
53. rmance Report Item Total ACD Talk Time Description Total Talk Time including Hold time for ACD calls during the interval Avg ACD Talk Time Average Talk Time including Hold time for ACD calls during the interval Total Wrap Time Total time users are in the wrap up state for this workgroup for the interval Avg Wrap Time Average time in wrap up per call Total The total and average amount of time for each Talk Time field for each workgroup during the requested date range Grand Total The total and average amount of time for each Talk Time field for all workgroups combined during the requested date range User Defined Threshold Refer to the information in Table 3 5 for a description of the fields tables and formulas used in the calculations where applicable Table 3 5 User Defined Threshold Area Elements of the Interval Workgroup Performance Report Item Ans Pre Thresh Description The number of ACD calls that were answered Ans within less than the user defined threshold within the daily group Ans Pre Thresh The percentage of ACD calls that were answered Ans within less than the user defined threshold within the daily group 3 6 CallCenterAnywhere Advanced Reports Table 3 5 User Defined Threshold Area Elements of the Interval Workgroup Performance Report Item Description Ans Post Thresh The number of ACD calls t
54. roken down by interaction type phone email and so on and as a summary across all interaction types Figure 11 1 Sample Daily Project Performance Report User Status Duration Report 11 1 Report Elements Table 11 1 provides the fields and descriptions for the Project Segments Report Table 11 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 11 2 opens to the Name tab 11 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 11 2 Add Report Definition Name Tab 3 Using the information in Table 11 2 complete the fields Table 11 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 4 Click Content The Content tab Figure 11 3 appears User Status Duration Report 11 3 Project Key S
55. rs Daily User Performance Report 6 3 Project Key Statistics gt gt New Item Content Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 6 3 Project Segments Report Content Tab 5 Using the information in Table 6 3 complete the fields Table 6 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 6 4 appears 6 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 6 4 Add Report Definition Regional Options Tab 7 Using the information in Table 6 4 complete the fields Table 6 4 Regi
56. s Choose To Display Company Default Time Zone Report all times using the time zone that was set for the company User Time Zone Report all times using the time zone set for your workstation Report Language All report contents will be in the language selected Company Default Date Format All dates will be formatted using the format set for the company User Defined Date Format All dates will be formatted using the format set for your workstation 8 Click Permissions The Permissions tab Figure 10 5 appears Service Billing Report by Project 10 5 Permissions This Report will be accessible to any Supervisor the following Supervisors Select All Clear a First Name Last Name Department E K K 123123 123123123 M superi Super One Department 1 OK Cancel Apply Figure 10 5 Add Report Definition Permissions Tab 9 Click the Any Supervisor button to give ALL supervisors access to the report or Click The Following Supervisors and then select supervisors from the list 10 Click OK or Apply e For how to view and print a report see Viewing and Printing Standard Reports on page 15 6 e For how to delete a report see To delete a report on page 15 14 10 6 CallCenterAnywhere Advanced Reports User Status Duration Report The User Status Duration Report Figure 11 1 shows a set of interaction statistics b
57. t Performance Report Item ACD ASA Description The average speed of answer for ACD calls received by the project Total lt date gt Average speed of answer for ACD calls for the day lt Project Name gt Average speed of answer for ACD calls for all days Grand Total Average ACD ASA for all projects 2 4 CallCenterAnywhere Advanced Reports Creating a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen opens to the Name tab Use the information in Table 2 4 to complete the fields Table 2 4 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 3 Click Content The Content tab opens to the Projects Sub Tab Figure 2 2 Daily Project Performance report gt gt New Item Content Include Statistics On Projects All Specific Available Projetcs Selected Projects ee Figure 2 2 Content Tab gt Projects Sub Tab i OK Cancel Apply Daily Projec
58. t Key Statistics gt gt New Item Content Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 9 3 Project Segments Report Content Tab 5 Using the information in Table 9 3 complete the fields Table 9 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 9 4 appears 9 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 9 4 Add Report Definition Regional Options Tab 7 Using the information in Table 9 4 complete the fields Table 9 4 Regional Options Tab FIelds and Descriptions Choose
59. t Performance 2 5 4 Using the information in Table 2 5 complete the fields in the Projects Sub Tab Table 2 5 Projects Sub Tab Fields and Descriptions Field Description All If you select All then the report will include the statistics for all or configured projects in the system by Project and by Date Specific If you select Specific then you must also identify the individual projects to include in the report Do this by moving them from the left box Available Projects to the right box Selected Projects using the arrows 5 Click thee Report Interval Tab Figure 2 3 and select how often to report the information from the drop down list 15 min 30 min 60 min or Daily Daily Project Performance report gt gt New Item Content Include Statistics On Report Interval Ei OK Cancel Apply Figure 2 3 Daily Project Performance Content Report Interval Tab 6 Click the Regional Options tab and select a time zone report language and report format Refer to Step 7 on page 1 9 2 6 CallCenterAnywhere Advanced Reports Click the Schedule Report tab to run the report automatically over selected periods of time and have CCA automatically send it to one or more email addresses Click the Permissions tab and identify the users that you want to give access to this report a Click the Any Supervisor button to give ALL supervisors access to the report or b Click The Follo
60. t Report Report FIEMENUS erip es eG Se ee re ee ee ae 9 2 Telephony Work Inc Confidential and Proprietary Information Contents vii Chapter 5 User Hourly Average Report Report Elements stabs dG ew eb eS eR ee Pe ee ee 10 2 Chapter 6 Daily User Performance Report Report ElementS s iega bee ee ee a 11 2 Chapter 7 System Peak Interactions Report Report Elements itip e ee ee ee 12 2 Chapter 8 System Peaks 15 min Report Report ElIEMENtS coe cea eae A ROE we Deen ee es 13 2 Chapter 9 Interaction Outcome by Workgroup Report Report Elements atie a baw SE d ee ee a 14 2 Chapter 10 Service Billing Report by Project Report Elements eaa a aaa a a Re ka 15 2 Chapter 11 User Status Duration Report Report Elements sunsa o a a a ee ee e a a 16 2 Chapter 12 Inbound Traffic Report Report Elements is carii eni be bea i ee Oe a ee 17 2 Index Telephony Work Inc Confidential and Proprietary Information viii CallCenterAnywhere Advanced Reports Figures Figure 1 1 Figure 1 2 Figure 1 3 Figure 1 4 Figure 1 5 Figure 1 6 Figure 1 7 Figure 1 8 Figure 1 9 Figure 1 10 Figure 1 11 Figure 1 12 Figure 2 1 Figure 2 2 Figure 2 3 Figure 3 1 Figure 3 2 Figure 3 3 Figure 3 4 Figure 3 5 Figure 4 1 Figure 4 2 Figure 4 3 Figure 4 4 Figure 4 5 Figure 5 1 Figure 5 2 Figure 5 3 Figure 5 4 Figure 5 5 Figure 6 1 Figure 6 2 Figure 6 3 Example Empty Report List Pop Up Menu Report Dialog
61. tab On the bottom center of the report e Report Printed On The date and time based on the time zone selection e Page 1 of X where X the total number of pages 3 2 CallCenterAnywhere Advanced Reports Calls The Workgroup Performance Report has four main areas e Calls e TFS Service Level e Time Totals e Handled Time e User Defined Threshold The Calls area tracks the number and type of calls offered the disposition of the call answered refused abandoned and so on and the Service Level of the Workgroup against its pre set threshold Refer to the information in Table 3 1 for a description of the fields tables and formulas used in the calculations where applicable Table 3 1 Calls Area Elements of the Interval Workgroup Performance Report Item Description Time Beginning of 15 minute interval ACD In Total number of ACD calls offered within the interval Abn ACD Total number of Abandoned ACD calls within the interval Ref ACD Total number of Refused ACD calls during the interval ACD calls offered to the workgroup and not accepted Wrap ACD Total number of calls that went into Wrap up mode during the interval ACD Xfered In Number of ACD calls that were Transferred Into a workgroup during the interval ACD Xfered Out Number of ACD calls that were Transferred Out Of the Workgroup during the interval Interval Workgroup Performance 3 3 TFS Service Level
62. tatistics gt gt New Item Content Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 11 3 Project Segments Report Content Tab 5 Using the information in Table 11 3 complete the fields Table 11 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 11 4 appears 11 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 11 4 Add Report Definition Regional Options Tab 7 Using the information in Table 11 4 complete the fields Table 11 4 Regional Options Tab Flelds and Descriptions Choos
63. tatistics gt gt New Item Content Include Statistics On Help Using Data Source All Clear M Projects Name Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview T AAAA A I E All h4 OK Cancel Apply Figure 8 3 Project Segments Report Content Tab 5 Using the information in Table 8 3 complete the fields Table 8 3 Content Tab Fields and Descriptions Field Include Statistics On Description Click the data group source to report Inbound Calls Outbound Calls Chat Workgroup Email Web Callback Predictive Preview Projects Click the Project box and then from the drop down menu select a project or All projects 6 Click Regional Options The Regional Options tab Figure 8 4 appears 8 4 CallCenterAnywhere Advanced Reports Regional Options Display Time Company Default Time Zone GM T 08 00 DST 00 00 Pacific Standard Time America Tijuana User Time Zone GM7T 01 00 DST 00 00 Central European Time Europe Prague Report Language English US x Select Date Format to Display in Report Company Default Date Format y yy y mm User Defined Date Format OK Cancel Apply Figure 8 4 Add Report Definition Regional Options Tab 7 Using the information in Table 8 4 complete the fields Table 8 4 Regional Options Tab FIelds and Descriptions Choose
64. wing Supervisors and then select supervisors from the list Click OK Daily Project Performance 2 7 2 8 CallCenterAnywhere Advanced Reports Interval Workgroup Performance The Interval Workgroup Performance Figure 3 1 tracks workgroup activity in 15 minute intervals Statistics include e Number Type and Disposition of Calls e Service Levels e Collective time in ACD States e Agent Login activity and visibility into ACD States Interval Workgroup Performance 3 1 interval Workgroup Performance Date s 11 17 2006 1117 2006 Wirin Hours 12 99 AM 04 53 PM Workgoupsis Accountng Mendes Te Ta ACO AwgACD Telit Ag Vienp ACOAGA Tak Tree Tan Tire Tree Tine osmesi osia onsas 000000 osso onssas osai oogt osso osea oosa 009035 55536 osso osos oso eoo COIS ossia oosa 000000 osoo oso oso 009000 SPES 5 F585 21899 an 4 09 oossoo 009000 osso osson oossoo 003000 osson osos osoo coo700 021800 osos onsaoo soa000 osso osos osso 009000 oaz oso 09200 000000 onoo oocsas oncooo 009000 002003 wsrso osse 000005 3 3 Saport Prin On 11202006 1214 AM Awastadgen agian Figure 3 1 Sample Interval Workgroup Performance Report Report Elements On the top of the report e Interval Workgroup Performance report name e Date s The period covered start and end dates e Within Hours The time range the report covers e Workgroup s The name of the workgroups identified in the Content
65. ws a set of interaction statistics broken down by interaction type phone email and so on and as a summary across all interaction types Figure 7 1 Sample Daily Project Performance Report System Peak Interactions Report 7 1 Report Elements Table 7 1 provides the fields and descriptions for the Project Segments Report Table 7 1 Project Segments Report Fields Item Description To create a Daily Project Performance Report 1 Click Reports gt Project gt Project Segments gt the Add button 2 The Add Report Definition screen Figure 7 2 opens to the Name tab 7 2 CallCenterAnywhere Advanced Reports Name Report Name Every Project Description OK Cancel Apply Figure 7 2 Add Report Definition Name Tab 3 Using the information in Table 7 2 complete the fields Table 7 2 Name Tab Fields and Descriptions Field Description Report Type a report name The report name appears on each page of Name the report and in the Name column of the list of Project Segments Report definitions Description Type a description of the information in this report or some text for differentiating this report from other reports of this type The description appears in the Description column of the list of Project Segments Report definitions 4 Click Content The Content tab Figure 7 3 appears System Peak Inter

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