Contents
- Introduction
- Access to Reports and Records
- Interaction Records
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen Recordings
- Agent Timeline
- Detail Reports
- General Information About Detail Reports
- Agent Activity Report
- Agent Activity CSV Report
- Call Detail Report
- Call Detail CSV Report
- Email Detail Report
- Internal Chats Report
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) Report
- Carrier Usage
- Campaign Results
- Recordings Details
Report Generation
When you select option Reports from the menu on the left, the application pane will display the list of available reports. By default, these are the predefined reports supplied with Bright Pattern Contact Center. If you have previously created some custom reports using Jaspersoft Studio and uploaded their definitions into the system, such custom reports will also appear in the list of reports. For more information about stock and custom report definitions, see section Report Templates of the Contact Center Administrator Guide.
The reports are grouped by the type of the contact center resources that they describe. Within each group, the reports are listed in alphabetical order according to the names of the corresponding report definitions. A description is provided for each report. If a description does not fit on the screen, hover over it to see the full text of the description in a tooltip box.
Select the desired type of report from the list. In the view that appears, use the report generation filters to select the resource for which you want to generate the report and to specify the reporting interval. Depending on the report type, you can select multiple resources and apply additional filters.
To generate the report, click the Run button. Report generation may take a few moments. The report will appear in a separate browser tab/window and occupy the entire available browser window space. Thus, you can have multiple reports open in your browser at the same time. Generated reports will continue to be available for viewing even when you close the Contact Center Administrator application. Depending on the amount of data, the generated report may occupy more than one page.
Viewing and Using the Generated Report
The generated report appears as a static table of data within your browser tab/window. Usable links for navigation and export are located at the top of the page. If you export the report to a format such as .XLS, you can filter, sort, and reformat the data just as you would for any other spreadsheet.
Note the following:
- To navigate through the contents of the report, use the page navigation links (first, prev, next, and last).
- To learn more about the metrics provided by each report, see sections Detail Reports and Aggregate Reports.
- To export the generated report, choose the format (PDF, XLS, CSV, or TXT), and click the corresponding link.
- To run the same report for a different resource and/or different reporting interval, simply change the filter setting and click the Run button again.
- To return to the list of reports, click the Back to the list of Reports button.
You can also schedule automatic generation of reports and their delivery to specified destinations as email attachments or via FTP. For more information, see section Scheduled Reports of the Contact Center Administrator Guide.