Contents
- Introduction
- Access to Reports and Records
- 1 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
- Campaign Results
- Recordings Details
General Information About Access to Reports and Records
The web application that you use to access reports and call recordings is called Contact Center Administrator. For general information about this application, see ServicePattern Contact Center Administrator Guide.
To generate and view reports or to access interaction records, log into Contact Center Administrator and select the Reports view from the upper bar menu.
Note that depending on the tasks you are going to perform, you must have an assigned role that contains some or all of the following privileges: View historical reports, View interaction records, Listen to call recordings and view chat transcripts, and Grade interactions. For more information about role definition and assignment to users, see sections Roles and Users of the ServicePattern Contact Center Administrator Guide.
- To generate and view reports, from the menu on the left select the Reports option. See section Report Generation for more information.
- To search for interaction records, as well as to review and grade call recordings, chat transcripts and email replies, from the menu on the left select the Interaction Records option. See section Interaction Records Search for more information.
- To search for agent activities and review corresponding screen recordings, from the menu on the left select the Agent Timeline option. See section Agent Activity Search for more information.