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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. Volume 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
      • Queue Reports
      • Volume Reports
        • Volume Reports - Contacts
        • Volume Report - Service Level
        • Volume Report - Service Level (Cumulative)
        • Volume Reports - Contact Log
      • Script Reports
      • Outbound Reports
      • OLAP Cubes and Universes Used in Reports

Volume Reports

Volume reports show the amount of contacts from the following points of view:

  • Volume Reports – Contacts

  • Volume Report – Service Level

  • Volume Report – Service Level (Cumulative)

  • Volume Report – Contact Log

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