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Monitoring and Reporting
Monitoring and Reporting
  • Monitoring and Reporting
  • Online Monitoring
  • Reporting
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  2. Reporting

    The reporting application contains a data warehouse. The actual reporting is carried out using SAP BusinessObjects (BO). Reporting offers ready-made reports on agents, contacts, contact volumes, scripts, and outbound campaigns.

  3. Standard Reports
  4. Agent Reports
  • Reporting

    The reporting application contains a data warehouse. The actual reporting is carried out using SAP BusinessObjects (BO). Reporting offers ready-made reports on agents, contacts, contact volumes, scripts, and outbound campaigns.

    • Basic Concepts

      This section explains some basic terms and formulas used in reporting.

    • Reports with SAP BusinessObjects

      This section explains how to:

    • Standard Reports
      • Agent Reports
        • Agent - Contact Handling Volume
        • Agent - Contact Handling Time
        • Agent - Contact Handling Time per Queue
        • Agent - Work Done
        • Agent - Utilization
        • Agent - Chat Handling

      • Queue Reports
      • Volume Reports
      • Script Reports
      • Outbound Reports
      • OLAP Cubes and Universes Used in Reports

Agent Reports

Agent reports show events from the group and agent point of view. The following agent reports are available in the Standard Reports:

  • Agent - Contact Handling Time, 4 reports: Annual, Monthly, Weekly, and Daily

  • Agent - Agent Contact Handling Time per Queue, 4 reports: Annual, Monthly, Weekly, and Daily

  • Agent - Contact Handling Volume, 4 reports: Annual, Monthly, Weekly, and Daily

  • Agent - Work Done, 4 reports: Monthly, Weekly, Daily, Quarter Hourly

  • Agent - Utilization

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