Understanding Your Contact Center: A Guided Tour of 4.0 Reporting
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Transcript of Understanding Your Contact Center: A Guided Tour of 4.0 Reporting
![Page 1: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/1.jpg)
Understanding Your Contact Center: A Guided Tour of 4.0 Reporting
Mike KasalSales Engineer, Contact Center
Bob TraynorVP, Contact Center Solutions
Craig KruegerDeveloper, Contact Center
![Page 2: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/2.jpg)
Agenda
• What hasn’t changed• Interaction Reporter• Recommended/overlooked
reports and tools• Let’s use this thing!• Q/A
A Guided Tour of 4.0 Reporting
![Page 3: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/3.jpg)
What Hasn’t Changed
• Historical Reports– Full report library continues to
be relevant and largely available– Avtex and its clients can
continue to author and develop custom Crystal Reports for CIC
• Crystal Reports continues to be available
• Interaction Report Assistant– Personally design, build, run and
save report files
A Guided Tour of 4.0 Reporting
![Page 4: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/4.jpg)
What is Interaction Reporter?
• New CIC reporting platform for version 4.0
• Built on the ActiveReports 6 .NET platform from GrapeCity
• Add-on module for ICBM• Same licensing requirements
A Guided Tour of 4.0 Reporting
![Page 5: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/5.jpg)
Why Interaction Reporter?
• Enhanced Interface• Relative Dates/Times• Report Annotation• Ability to create and save filters• Drill down Capabilities• Printer friendly• Export to multiple formats
– PDF, Excel, CSV, etc.
• Customize workspace to fit Supervisor needs
• Skills!
A Guided Tour of 4.0 Reporting
![Page 6: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/6.jpg)
Recommended Reports & Tools
• Interaction Details: Identify all segments of an interaction quickly and easily
A Guided Tour of 4.0 Reporting
![Page 7: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/7.jpg)
Recommended Reports & Tools
• Optimizer Reporting: Workgroup and agent schedule adherence
A Guided Tour of 4.0 Reporting
![Page 8: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/8.jpg)
Recommended Reports & Tools
• Quality Management Reporting: Scoring and calibration
A Guided Tour of 4.0 Reporting
![Page 9: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/9.jpg)
Recommended Reports & Tools
• Recorder Scorecard Report– Calibration for
supervisor– Agent
A Guided Tour of 4.0 Reporting
![Page 10: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/10.jpg)
Recommended Reports & Tools
• Interaction Dialer Reporting: Agent and campaign success
A Guided Tour of 4.0 Reporting
![Page 11: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/11.jpg)
Recommended Reports & Tools
• Queue Reporting– Report by interaction type– Chart data for each Interval
A Guided Tour of 4.0 Reporting
![Page 12: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/12.jpg)
Let’s Use This Thing!
![Page 13: Understanding Your Contact Center: A Guided Tour of 4.0 Reporting](https://reader033.fdocuments.us/reader033/viewer/2022042713/5478f94bb4af9fdb798b4678/html5/thumbnails/13.jpg)
Questions?