Contents
- Introduction
- General Information
- Contact Center Configuration Process
- Initial General Configuration
- Inbound Voice and Chat Service Configuration
- Outbound Campaign Configuration
- Email Service Configuration
- Users and Teams
- Overview
- Users
- Forwarding and Voicemail Operation
- Teams
- Agent Dashboard Metrics
- Roles
- Privileges
- Skill Levels
- Help Screens
- Directory
- Scenario Entries
- Scenarios
- Services and Campaigns
- Services and Campaigns Overview
- Properties Tab
- Assignments Tab
- Lists Tab
- Dispositions Tab
- Activity Tab
- Numbers Tab
- Service Level Tab
- Outbound Tab
- Results Tab
- Archive Tab
- Canned Tab
- Email Tab
- Pre-defined Dispositions
- Outbound - General
- Outbound - Calling Hours
- Outbound - Dial Rules
- Outbound - DNC
- Outbound - Diagnostics
- Activity Forms
- Lists
- Tasks
- Call Center Configuration
- General Settings
- Integration Accounts
- Knowledge Base
- Calendars
- Hours of Operation
- State Calling Hours
- Auxiliary Skills
- Audio Treatments
- Shared Voice Segments
- Voicemail
- Omni-Channel Routing
- Chat Settings
- Email Settings
- Quality Management
- Reporting
- 1 Report Templates
- Security
- Appendices
Report Templates
ServicePattern provides a number of reports for evaluation of performance of agents and agent teams as well as assessment of efficiency of contact center services and scenarios. These reports are developed using the Jaspersoft reporting tools. They can be generated and viewed directly in the Contact Center Administrator application. For detailed information about the metrics provided in these reports, see the corresponding sections of the ServicePattern Reporting Reference Guide.
If these pre-defined reports do not completely cover the reporting needs of your contact center, you can create custom reports. A detailed description of the historical data that is collected and stored in the ServicePattern Reporting Database, that you would need to create such reports, can be found in ServicePattern Reporting Database Specification.
Any SQL-based reporting application can be used to create, generate, and view custom reports. However, using the Jaspersoft Studio application to create your custom reports enables you to (1) re-use the pre-defined report templates making modifications where necessary, and (2) generate and view such reports directly in the Contact Center Administrator application in the same way that you generate and view the pre-defined reports. You can find detailed instructions on how to configure the Jaspersoft Studio application for creation of custom report templates in the Custom Reporting Tutorial.
- Note: Jaspersoft has two different tools for report development, iReport Designer and Jaspersoft Studio. Note that only the Studio is supported as the tool for creation of custom report templates for your ServicePattern contact center solution.
To work with the pre-defined and Jaspersoft Studio-based custom report templates, select the Report Templates option from the Reporting menu.
The pre-defined as well as previously uploaded custom report templates will appear in the list view. Click the button with the “+” sign to define and upload a new report template.
The Report Templates screen properties are described in the following table:
| Report tab | |
|---|---|
| Name | Assign a name to this report template. This parameter is mandatory. |
| Category | Select the report category. This parameter is mandatory. If your custom report does not logically fit in any of the available categories, you can define a new category by selecting the Manage categories option. |
| Report template | When you define a new template, click upload.
Files that you upload must be created in the Jaspersoft Studio and have the .jrxml file extension. If your report is based on several jrxml files, they must be packaged into a zip file for upload, and the master file that links all other files into a single report template must have suffix _master. If you wish to create a new custom report via modification of an existing template, you can export the desired template by selecting it from the list and clicking download. If the desired existing template consists of several files, they will be downloaded in a zip file, and the master file that links all other files into a single report template will have suffix _master. |
| Do not show in Reports section | Indication of whether this report shall appear in the menu of reports available for generation and viewing in the Contact Center Administrator application. You can select this option if the given report is only intended for scheduled generation and distribution. See section Scheduled Reports for more information. |
| Description | Use this field to provide additional information about this report, e.g., its main purpose and intended audience. |
| Parameters tab | |
| List of report parameters | List of parameters that must be specified for generation of this report. Read-only. |