Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- List of Interaction Records Search Criteria
- Global Interaction Identifier
- Agent Activity Search
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Detail Reports
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- Agent Time Allocation Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Team Operation Quality Report
- Team Performance Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Requested Skills Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- 1 Carrier Usage Reports
- Campaign Results
- Recordings Details
Carrier Usage Reports
Your service provider may make carrier usage reports available to you. These reports provide information about usage of carriers' resources by your contact center. If these reports are available, you can downloadd them via the Reports > Telco Usage menu of the Contact Center Administrator application. You will be able to download and review carrier usage data for completed reporting/billing intervals (Statements) as well as for the current reporting interval before it is complete (Current Usage).
- Note: Depending on the Service Provider practices, at the end of the reporting period usage data collected by the ServciePattern system may be verified against the data received from the carrier and reconciled if necessary. Thus the Current Usage data is not reconciled and is subject to change upon verification against the data received from the carrier at the end of the reporting interval. On the other hand, Statements typically contain reconciled data.
Reports are available in two formats, summary and detail.
The summary report aggregates usage by billable access numbers assigned to your contact center. For each number, the following information is shown:
- carrier's name
- total number of inbound calls received via this number
- total number of minutes in the above inbound calls
- total number of outbound calls where this number was used as the caller ID
- total number of minutes in the above outbound calls
- total number of inbound SMS messages received via this number
- total number of outbound SMS messages where this number was used as the caller ID
The detailed format shows details of every inbound and outbound call made by your contact center, as well as details of all received and sent SMS messages. For each interaction the following information is shown:
- carrier's name
- start date and time
- caller ID (field from number)
- DNIS (field to number)
- duration (for SMS messages this field will be left blank)
- direction - inbound or outbound (for SMS will show inbound SMS or outbound SMS)
- access number billed by the carrier for this interaction
- Note: Call duration is reported in minutes rounded to one decimal place. Rounding is performed using formula (# of seconds + 5) / 6 and discarding the fraction. E.g., actual duration of 4 seconds will be reported as 0.1 minutes. in usage reports. Actual duration of 7 seconds will be reported as 0.2 minutes.