A report design determines what a report shows and how: layout, tables and charts, the query on the statistics and the parameters. You can create any number of reports from one design.
The Report design list
Under Reporting module › Report design; the header counts the designs, for example Designs: 12. The list shows Name, Description and Owner. General designs have no owner; designs that a supervisor created in the Agent belong to that supervisor and have a blue icon. Administrators see all designs, supervisors see the general ones and their own.
| Command | Effect |
|---|---|
| Properties or double-click | opens the design in the report designer; each further design opens there on a tab of its own |
| Add | opens the report designer with a new design and, in it, the Report Repository with the templates |
| Add copy | creates “(Copy) …” with the same content; the copy is always general |
| Create report from design | opens a new report with this design |
| Make generally available | only for designs of a supervisor: the design then belongs to all supervisors; only the Administration can still change it. |
| Delete or Delete | deletes after the prompt Delete Report Design |
| Show | only with Report design: See: runs the design once without saving it |
The report repository
The Report Repository shows the supplied templates from the folder
%ProgramData%\ilogixx GmbH\myContactCenter\Report Templates, see
Templates. A double-click or OK opens a template in the
designer. Import copies a .repx file of your own into this folder, for
example a design from another installation.
A template only gets into the database when you save it. So right after the installation, there are no designs yet.
The report designer
The Report designer is a window of its own with the DevExpress report designer: design surface, Field List, Report Explorer, Properties and Group and Sort. How to design tables, charts, groups and formatting in it is described in Designing reports. The ribbon adds:
| Command | Effect |
|---|---|
| New Report | creates an empty design of a base type — Alarm Report, Agent Report, Conversation Report or Conversation Details Report — with the matching query and the standard parameters |
| Open… | shows the Report Repository |
| Save | saves the design in the database |
| Export | saves the design as a .repx file, for example for another installation |
| Rename | asks for the name and description in the Name of Report window |
The Agent remembers the arrangement of the windows for each supervisor. The Administration opens the designer with the default arrangement every time.
Saving
Save writes the design to the database; for a design that has already been saved, it overwrites the saved version. The server distributes it to all administrators and supervisors. Designs you create in the Administration are general: all supervisors can run them in the Agent.
The queries
Each base type reads one table of the statistics, see What the statistics count:
| Base type | Reads | One row per |
|---|---|---|
| Conversation Report | the conversation statistics | conversation |
| Conversation Details Report | the phases of the conversations | state segment of a conversation |
| Agent Report | the agent actions | action: login, conversation, wrap-up, activity … |
| Alarm Report | the alarms | raising or change of an alarm |
- When a report runs, myContactCenter appends the chosen parameters to the query as filters and converts the times from UTC to the time zone of the report.
- When you open a design in the designer, myContactCenter brings the queries of the base types up to date. Your own changes to these queries are lost in the process; design your evaluation in the layout.
- Designs may contain scripts; some templates calculate their service levels with them.