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Introduction to Interaction Reporting

Introduction to Interaction Reporting. ININ University - Labs. After watching the video go to the ININ University website and complete self-paced exercises/labs Use your log-in and password provided to you when you registered for the course. Interaction Reporting. Topics:

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Introduction to Interaction Reporting

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  1. Introduction to Interaction Reporting

  2. ININ University - Labs After watching the video go to the ININ University website and complete self-paced exercises/labs Use your log-in and password provided to you when you registered for the course.

  3. Interaction Reporting • Topics: • Interaction Center Business Manager • Interaction Reporter Reports • Historical Reports • Interaction Report Assistant • Open Interaction Report Assistant Query • Top Contact Center Reports • Utilizing Help

  4. Overview

  5. Add a New View to the Workspace

  6. Interaction Reporter Reports Interaction Reporter is an IC Business Manager application that allows you to run pre-defined reports, simply using filters to configure report parameters.

  7. Run a Report • Double-click a report • Add parameters • Configure Parameters • Show Count • Run Report

  8. Running a report from a saved filter Report filters can be saved under each report in the Navigation Pane.

  9. Report Viewer toolbar Continuous Scroll Backward/Forward Single Page View TOC Print Annotations Copy Find Refresh Multiple Page View Next/Previous Page Zoom In/Out

  10. Exporting Report Data Formatted data can be exported to the following formats: • Excel • HTML • PDF • RTF • Text Unformatted data can be exported to: • CSV format

  11. Historical Reports

  12. Run a Historical Report • Choose New View • Choose Historical Reports • Select a Report • Run Report • Enter Report Parameters

  13. Interaction Report Assistant • Choose New View • Choose New Interaction Report Assistant • Select pre-defined package • Select layout • Determine fields to display • Select users or workgroups • Set up filters • Verify Report preferences • Run Report

  14. Interaction Report Assistant

  15. Interaction Report Assistant Query

  16. Interaction Report Assistant Query

  17. Interaction Report Assistant Query

  18. Service Level and Abandonment Reports • Queue Period Statistic Response (Accumulative Percentage) • Queue Period Statistic Abandon (Accumulative Percentage) • Distribution Queue Performance (Queue by Date) Billing Reports • Distribution Queue Performance (Queue by Date by Interaction Type) Agent Reports • (Supervisor) Agent Availability Detail/Summary • Agent Performance Detail for Queue • (Supervisor) User Call Detail Wrap Up Code Reports • Wrap-up Code Interaction Detail by Date

  19. Service Level and Abandonment Reports • Queue Period Statistic Response (Accumulative Percentage) • Queue Period Statistic Abandon (Accumulative Percentage)

  20. Service Level and Abandonment Reports • Distribution Queue Performance (Queue by Date)

  21. Agent Reports • (Supervisor) Agent Availability Detail/Summary

  22. Agent Reports • Agent Performance Detail for Queue • (Supervisor) User Call Detail

  23. Agent Reports • (Supervisor) User Call Detail

  24. Wrap Up Code Reports • Wrap-up Code Interaction Detail by Date

  25. Utilizing Help files Only one ways to access Help : Click on Help in the toolbar in the right hand corner of the client. In the Menu Bar, click Help, then either Show Help, About Home, Etc.

  26. Labs You will now go through self paced exercises https://university.inin.com/Content/VLC/Reporting_IntroLab/index.html

  27. This concludes the Introduction to Reporting training. If you have any questions please contact us using the etraineremail address.

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