Document number: 11378

 

The Interactive Intelligence Reporting feature lets you run reports to track and analyze interaction activities. Reports are graphical, tabular, or both.

Using this feature, you can analyze calls, users, queues, and lines, measure user productivity, and monitor system resources. The types of reports generated depend on the access rights set up for the supervisor by the CIC administrator.

Note: This is for managers only.

Click on one of the following links for more information:

• Online Report Help
  
  

• Report Categories
  
  

• Running Reports

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Online Report Help

Reporting help is available at any time by pressing the Report Help button in the lower right corner of the Reports page.

Report Help lets you view explanations of all standard CIC reports, including calculation formulas and descriptions by column:

• Reporting Overview
  
  

• Individual Reports Listed by Category
  
  

• Individual Reports Listed Alphabetically
  
  

• Report Parameters

Note: A user cannot view a report received by email until I3RunCrReporta is initialized. Initializing registers the .RPT file extension associated with the Interaction Client Report. Register the .RPT automatically by running a report from the user's local Interaction Client.

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Report Categories

Reports are divided into five general categories:

• Agent Reports evaluate agents' interactions, availability, logged in time, and after-call work time. Run detail and summary reports. CIC tracks which agents handle which interactions, from the time each interaction enters CIC to its completion. For example, the Monitor report shows how one or more agents handle one or more interactions during the period of time specified (hours, weeks, months, or shifts).
  
  
• Call Reports track individual interactions, customer calling patterns and geographic (area code/exchange) patterns. Run detail and summary reports.
  
  
• Queue Reports watch service and performance levels for individual workgroup queues for staffing and scheduling.
  
  
• Line Group Reports manage line group resources and determine line group allocation during peak hours. For example, Line Groups Least Used Trunk by Day Report shows the least used lines for each reporting line group for each day in the specified range.
  
  
• Administrative Reports manage the configuration, analyze traffic and troubleshoot.

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Running Reports

All reports are generated in basically the same manner. This example describes how to run the User Call Detail report:

1. Open Interaction Client to the Reports page and select a report.
   
   
2. Click on one of the following buttons:
   Preview Report - Opens the report in the online report viewer. You can later print from the viewer.
   Print Report - Prints the report to a printer of your choice
   Export Report - Exports the report data in the format you specify (such as Microsoft Word and Excel), to a destination of your choice.
   
   
3. The Enter Report Parameters dialog box appears.
   
   
4. On the appropriate pages, enter the Start Date, End Date, and Start Call Duration for the report.
   
   
5. Click OK to run the report.

 

Note: It may not be possible or practical to run reports from a remote Interaction Client workstation unless the user has a high-speed network connection between the workstation and the CIC server.

 

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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2001 All rights reserved.
Created: amq 11/05/2001
Reviewed: 8/10/04