*** CONFIDENTIAL *** © Toshiba Corporation 2008 Confidential Creating Report Templates

*** CONFIDENTIAL ***© Toshiba Corporation 2008 Confidential

Creating Report Templates

Creating Report Templates

In this session you will learn how..Create a new report template

Modify report items within a template

Understand filters

Understand report naming convention

Creating Report Templates

Select the Report Template Icon from the toolbar or

Setup followed by Report Templates

Creating Report Templates

Select an existing Report Template

from the drop down list box

Creating Report Templates

Now you can Change, Delete or Rename an exiting

report template.

To create a new report template select a template

to form the basis of the new one from the list of available templates by

clicking the down arrow

Creating Report Templates

Creating Reports

Type in a new name for the report template and click Add.

NOTE: The Change button from the previous slide now becomes

an ADD button

Creating Report Templates

Type in a new Print Name for the new

report template. This will appear on every

page of the report when created

Creating Report Templates

Selecting Add Item will enable you to add a new report

item to the template

Creating Report Templates

A list box of available report items

can be selected. Chose the one

required and click the OK button.

Creating Report Templates

To delete a report item select the report item from the list and

click Delete Items

Creating Report Templates

If you want to re order the report items you can select

an item and then Cut & Paste the item elsewhere.

The Paste icon will be grayed out until an item has

been Cut

Creating Report Templates

The Copy feature enables easy duplication of a Report Item without configuring it from scratch. This is ideal

for example when you have two Agent Groups to

manage and you need to see a report for each group

Creating Report Templates

To fine tune the contents of the

report item within the report template, select the Report Item and then click

Edit

Creating Report Templates

These check boxes allow the user to

decide if the extension name and number associated

with the agent should be included

Creating Report Templates

These check boxes allow the user to decide if the date

and time should be included

Creating Report Templates

Checking these boxes will result

in the time associated with this state being displayed in the

report

Creating Report Templates

Checking these boxes will result

in these call types being

included in the report

Creating Report Templates

Check these boxes if you

want to include the connected

information for this particular

agent.

Creating Report Templates

Checking any of these boxes will result in the inclusion of these call types in the

report

Creating Report Templates

If you want to see relevant

Queue information check any of these boxes

Creating Report Templates

These boxes control the width of

the column for dialed digits and account codes. A

setting of zero removes the

column from the report

Creating Report Templates

If you want to see relevant

Transfer information check any of these boxes

Creating Report Templates

The Filter button allows the user to further refine the

report by including or

excluding data that matches the

filter

Creating Report Templates

Here a Dialed Digits filter can

be added to include calls

made to/from a certain Country,

Area Code or telephone number

Creating Report Templates

Having added the Filter Element,

click on the Edit button to finish

the process

Creating Report Templates

Typing 212* in this case will filter in all calls

to/from area code 212 which is NYC. The star is

a wildcard used to indicate the rest of the

data can be any number

Creating Report Templates

Filters can be combined using the

Or with previous option and can be reversed using the

NOT option

Creating Report Templates

Should you wish to modify the name of a report item in the report click on the

Rename Item button

Creating Report Templates

Type in the new name to be used. The # symbol should be left as it is

used as a placeholder for the device name. In this case this would be the Agent name-Andrew

Parker

Report Types

Traffic Reports

Event Reports

Utilization Reports

Contention Reports

Account Code Reports

Forecasting Reports

Distribution Reports

Profile Reports

Report Types

Traffic ReportsThese are summary reports and typically contain a single

row or column of data for each device. The total values represent the data over the entire period of the report.

These reports are used to look at total volumes of calls handled by call time along with average or total times for each call type or activity

An example here would be an Agent Traffic report which will show activity by individual agent across the reporting period

Traffic Report

Report Types

Group Traffic ReportsSimilar to Traffic Reports in that they are summaries but

these are by Group rather than by individual.

An example here would be an Agent Group Traffic Report which would show the totals for the Group or Groups as a collection of agents which are members of those groups

Group Traffic Report

Event Reports

Event ReportsThese are very detailed reports listing all calls across the Lines (Line

Group Event Report) or calls and other activities by Agent or Extension (Agent/Extension Event Report)

They are used over short periods of time to track specific calls or activities as they can become very large reports very quickly

Configuring these to exclude unwanted call or activity types or applying filters for things like dialed digits allows you to “drill down” even further to the data required

Event Report

Utilization Reports

Utilization ReportsThese reports will show the amount of time spent in the various

states that an agent can be in.

They are used to track manpower usage to ensure agents are spending the appropriate amount of time on appropriate tasks

Utilization Report

Contention Reports

Contention ReportsContention is a report used to measure blockage.

It will show the percentage of time over the reporting period that x devices were busy and so unavailable

You could see that for 25% of the time there were no free lines or VA ports so you might consider buying some more

Contention Report

Account Code Reports

Account Code ReportsThis report will allow agents to classify calls by adding reason

codes to the call.

If you wanted to know how many inbound calls turned into appointments or how many faults were cleared in a Help Desk then the user would enter a code and Insight would then report on the call volume and duration per account code

Account Code Report

Forecasting Reports

Forecasting ReportsForecasting Reports allow the user to take existing historical

data and, performing modifications to that data estimate what the effect would be.

So if the call volume changes how may people would I need might be a sensible report to run.

Many parameters can be modified and many results calculated

Multiple modifications and the effect can be calculated in a single report for comparison purposes

Forecasting Report

Distribution Reports

Distribution Reports

There are three types of Distribution Reports:Wait Time Distribution Report

Call Time Distribution Report

Wrap Time Distribution Report

Wait Time Distribution Report

Wait Time Distribution ReportsA wait time distribution report provides the number of calls and

percentage of calls whose wait time fell within a series of user configurable time bands.

The report can analyze the waiting time distribution of answered calls and/or abandoned calls within a single report item

A report item for each type can be added to a report template to enable analysis of both to be carried out separately

Wait Time Distribution Report

Call Time Distribution Report

Call Time Distribution ReportsA call time distribution report provides the number of calls and

percentage of calls whose call time (defined as actual talk time and held time) fell within a series of user configurable time bands.

The report can analyze the call time distribution of incoming calls and/or outgoing calls.

Call Time Distribution Report

Wrap Time Distribution Report

Wrap Time Distribution ReportsA wrap up time distribution report provides the number of calls

and percentage of calls whose wrap up time fell within a series of user configurable time bands.

If auto wrap is used the wrap times will be the same so this report would not be used

Wrap Time Distribution Report

Profile Reports

Profile ReportsMany reports are available in Profile versionsA profile report provides historical call statistics data for a selected

device type presented in a series of uniform time bands. The interval time governing the time bands can be any number of

minutes, hours, days or weeks.The appropriate interval should be selected for the report period it will

be used for. Hourly across the day would make sense whereas hourly across the week would not.

Profile Reports

Report Templates

Report TemplatesReport templates are a collection of Report Items

They should be designed and configured with the users needs and the period over which they will be run in mind

Any number of report templates can be created and saved

The maximum period of a single report is 366 days

Event Reports are limited to 5000 events