OLAP Cubes and Universes Used in Reports

The following table lists the SAP BusinessObjects universes used on the reports.

Report

universe Contact

universe Agent

universe Queue

 universe Contact Arrival

Agent - Contact Handling Time – Annual, Monthly, Weekly, and Daily

X

-

-

 -

Agent - Contact Handling Time per Queue – Annual, Monthly, Weekly, and Daily

X

-

-

 -

Outbound Campaign - Agent Classifier Results – Annual, Monthly, and Daily

X

-

-

 -

Outbound Campaign - Agent Results – Annual, Monthly, and Daily

X

-

-

 -

Outbound Campaign - Campaign Results – Annual, Monthly, and Daily

X

-

-

 -

Outbound Campaign - Classifier Reports – Annual, Monthly, and Daily

X

-

-

 -

Queue - Skill Reports – Daily, Hourly, Quarter-Hourly

X

-

-

 -

Script Result Reports – Volume, Queue Volume, Queue Volume per Day, Agent Group Volume, and Agent Volume

X

-

-

 -

Outbound Campaign - Script Reports – Annual, Monthly, and Daily

X

-

-

 -

Volume Report - Service Level and Volume Report - Service Level (Cumulative)

X

-

-

 X

Volume Reports – Annual, Monthly, Weekly, Daily, Hourly, and Quarter-Hourly

X

-

-

 X

Agent ­ Contact Handling Volume – Annual, Monthly, Weekly, and Daily

-

X

-

 -

Agent - Utilization – Monthly, Weekly, Daily, and Quarter-Hourly

-

X

-

 -

Agent - Work Done– Monthly, Weekly, Daily, and Quarter-Hourly

-

X

-

 -

Outbound Campaign - Agent Calls – Annual, Monthly, and Daily

-

X

-

 -

Outbound Campaign - Campaign Calls – Annual, Monthly, and Daily

-

X

-

 -

Queue - Serving Reports – Daily, Hourly, and Quarter-Hourly

-

-

X

 -