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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 is a dynamic data warehouse for multidimensional OLAP analysis and SQL based Datamart reporting.

  3. Standard Reports
  4. Agent Reports
  • Reporting

    The Reporting application is a dynamic data warehouse for multidimensional OLAP analysis and SQL based Datamart reporting.

    • Reports with Microsoft Reporting Services
    • Reports with SAP BusinessObjects
    • Standard Reports
      • Agent Reports
        • Agent - Contact Handling Volume
        • Agent - Contact Handling Time
        • Agent - Contact Handling Time per Queue
        • Agent - Work Done
        • Agent - Utilization
      • Queue Reports
      • Volume Reports
      • Script Reports
      • Outbound Reports
      • OLAP Cubes 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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