11. Reports 
As an agent with the Supervisor or Administrator authorization level, you can use predefined report templates to create reports for calls, queues, agents, grades of service (GOS) and wrapup reasons in myAgent.
Before creating a report, report parameters must be set to determine the period (date,
time) and entities (agents, queues, etc.) should be measured. The reports are displayed
in the web browser as PDF files and can then be saved or printed.
Executing the following features from an agent telephone can lead to a distortion
of the information in reports:
-
Call pickup of Contact Center calls by non-agents
-
Call transfers (e.g., via the Direct Station Select (DSS) key) of Contact Center calls to non-agents
-
Conferencing
-
Alternate (Toggle/Connect)
-
Parking
INFO:
The "Consultation Hold" feature is transparent for the presentation of Contact Center calls in reports and can be used by agents, regardless of the consultation destination.
Data Protection
If the myReports administrator enabled data protection when configuring myReports,
the last four digits of the phone numbers (CLI column) will be replaced by **** in
all relevant reports.
If the subscriber has flagged his or her private number, mobile number, external number
1 and/or external number 2 as invisible, these phone numbers will not be displayed
in all relevant reports.
Report Templates
The following report templates are available:
| Report template | Description |
| Abandoned calls statistics |
Table with number and percentage of calls abandoned by callers before reaching an
agent, per queue. It is filtering the abandoned calls where the queue time plus the
pickup time is equal or greater than the configured queue abandoned calls threshold
value.
Q- times for callers at 30-second intervals per queue
Total values for all calls, fax and email
|
| Abandoned Calls Per Hour |
Bar chart and table with number and percentage of calls abandoned by callers before
reaching an agent, per hour
Optionally only during configured business hours
|
| Percentage of calls received by agents (All Queues) |
Bar chart and table with number and percentage of answered calls, fax and email and
percentage of talk/reading time per agent
Total values for all agents
|
| Percentage of calls received by agents |
Bar chart and table with number and percentage of answered calls, fax and email and
percentage of talk/reading time per agent for the selected queue
Total values for all the agents for the selected queue
|
| Agent Performance Details |
Table with start time, pickup time, talk/reading time and GOS (Grade of Service) for
every call, fax and email for the selected agent
Total values per queue and total values of all queues
|
| Queue Load Per Agent |
Bar chart and table with number and percentage of calls, fax and email per queue for
the selected agent
Total values for all queues
|
| Average Grade of Service by Agent |
Line chart with average Grade of Service for the selected agent at hourly intervals.
|
| Average Grade Of Service by Agent - Daily |
Line chart with average Grade of Service for the selected agent at hourly intervals
on a daily basis.
|
| Average Grade Of Service by Queue |
Line chart with average Grade of Service for the selected queue at hourly intervals.
|
| Average Grade Of Service by Queue - Daily |
Line chart with average Grade of Service for the selected queue at hourly intervals
on a daily basis.
|
| Missed Calls Report |
Table with Time Of Call, Call ID, Phone Number, Customer Name and Company Name of
missed calls, fax and email for selected queues on a daily basis
Optionally only during configured business hours
|
| Missed Calls Per Queue |
Pie chart and table with number and percentage of missed calls, fax and email per
queue
Total values for all queues
Optionally only during configured business hours
|
| Contact Center Calls |
Table with call ID, time of call, agent, queue, Q-time, CLI (phone number/fax number/email
address) and customer name/company name for all calls, fax and email classified as
missed, abandoned and answered calls, fax and email on a daily basis
Optionally only during configured business hours
INFO: A missed call, a missed fax or a missed email to an agent may also appear as a received
call, received fax or received email at another agent or as an abandoned call, fax
or email.
|
| Calls List By Agent |
Table with start time, end time, queue, Q-time, talk/reading time, CLI (phone number/fax
number/email address) and GOS (Grade of Service) for every call, fax and email for
the selected agent
Optionally only during configured business hours
|
| Answered calls statistics |
Table with number of calls, fax and email, percentage of answered calls, fax and email,
maximum Q-time and number and percentage of answered calls, fax and email depending
on the Q-time per queue
Total values for all calls, fax and email
|
| Contact Center - Hourly Traffic |
Line chart and table with number and percentage of all calls, fax and email at hourly
intervals
INFO: This is a useful aid in provisioning a sufficient number of agents during peak hours
to maintain a specific Grade of Service.
|
| Contact Center - Hourly Traffic (Daily) |
Line chart and table with number and percentage of all calls, fax and email at hourly
intervals on a daily basis
INFO: This is a useful aid in provisioning a sufficient number of agents during peak hours
to maintain a specific Grade of Service.
|
| Contact Center - Hourly Traffic by Queue - Daily |
Line chart and table with number and percentage of all calls, fax and email at hourly
intervals on a daily basis for the selected queue
INFO: This is a useful aid in provisioning a sufficient number of agents during peak hours
to maintain a specific Grade of Service.
|
| Queue Traffic Comparison |
Pie chart and table with the number and percentage of calls, fax and email handled
per queue
Total values for all queues
Optionally only during configured business hours
|
| Queue Summary Details |
Bar chart and table with number of answered and aborted calls, fax and email, number
of remaining calls, maximum, minimum and average Q-time for answered and abandoned
calls, fax and email and maximum, minimum and average talk/reading time for answered
calls, fax and email for the selected queue
Average Grade of Service for the selected queue
INFO: Remaining calls are calls that were, e.g., handled by a non-agent.
|
| Contact Center Summary (All Call Types) |
Table with number of calls, fax and email, average pickup time, average talk/reading
time and average Q-time, number of callbacks and total Q-time, per queue
Total values for all queues
Optionally only during configured business hours
|
| Contact Center Summary (Answered Calls) |
Table with number of answered calls, fax and email, average pickup time, average talk/reading
time and average Q-time per queue
Total values for all queues
Optionally only during configured business hours
|
| Call List Open |
Table with number of open calls, fax and email per queue
Total values for all queues
|
| Wrap up Code Usage (All Queues) |
Pie chart and table with number and percentage usage, average talk/reading time, total
talk/reading time and average Q-time per wrapup reason
Optionally only for the configured business hours
|
| Wrap up Code Usage |
Bar chart and table with number and percentage usage, average talk/reading time, total
talk/reading time and average Q-time per wrapup reason for the selected queue.
Optionally only for the configured business hours
|
| Answered Calls (Wrap up) |
Table with call ID, time of call, agent, wrapup reason, phone number/fax number/email
address and customer name/company name for each answered call, fax and email for the
selected queues on a daily basis
Optionally only for the configured business hours
|