myContactCenter records what happens in the contact center: every completed conversation, every agent action, every alarm. Reports and dashboards evaluate these statistics — for a period, for individual skills, languages or agents, and automatically according to a calendar if you wish.
The building blocks
| Building block | Content | In the Administration |
|---|---|---|
| Report design | the layout of a report with its data query and its parameters — designed in the report designer, usually from a supplied template | Reporting module › Report design |
| Report | a design with saved parameters — for example “Sales, all languages” — and a calendar by which the server creates it automatically | Reporting module › Reports |
| Dashboard | an interactive overview with charts, tables and filters | Dashboard |
Supervisors open reports and dashboards in the Agent, see Report and dashboard.
How an automatic report is created
- Copy a template into a report design, adapt it and save it — see Report designs.
- Create a report with Create report from design, choose the parameters and let it run once — see Reports.
- In the Calendar, create the appointments, each with its period, format and recipients — see Automatic reports.
- Save. The server creates the report at each appointment, stores it as a file and sends it by email.
Permissions and licenses
| Permission | Effect |
|---|---|
| Report design | shows the Reporting module with both lists and the Dashboard; with Change you edit designs and dashboards |
| Run reports | shows the Reporting module with the Reports list |
| Report in the administrator profile of a skill | Without this permission in at least one skill, both lists remain empty. With Change you edit, copy and delete reports and maintain their calendar. The parameters only offer the skills — and their agents — for which you have it. |
Main administrators have all permissions. The Reporting module also needs the license Administration: Reporting, and every report with a calendar needs the license Server: Scheduled reports, per report — see Features. The Dashboard does not need a license of its own.
In this chapter
| Page | Content |
|---|---|
| Report designs | creating designs, copying them from templates, editing them in the report designer |
| Designing reports | the report designer: bands, controls, data, groups, formats, charts, examples |
| Parameters | period, skills, languages, agents, time base and culture |
| Reports | creating, running, saving, copying and catching up on reports |
| Automatic reports | calendar, period, format, email and what the server does with them |
| Templates | the supplied report templates and their metrics |
| Dashboards | creating dashboards, copying them from examples, saving and distributing them |
| Designing dashboards | the dashboard designer: items, data, filters, layout, colors, export, examples |
| Statistics fields | what the fields of the queries mean |
| What the statistics count | the metrics, time zones and limits of the evaluation |
Report designs
The Report design list, the report repository with the templates and the report designer — creating, editing, saving and exporting designs and making them available to supervisors.
Designing reports
The report designer at a glance — ribbon, toolbox, design surface and windows — as well as how to switch between design and preview and which keyboard shortcuts help.
Parameters
Which parameters myContactCenter fills in reports — period, skills, skill groups, languages, agents, conversation type, time base and culture — and how reports display values.
Reports
The Reports list and the report window — creating, running, saving, renaming, copying and deleting reports, the run state and how to catch up on missed automatic reports.
Automatic reports
How to create appointments in a report's calendar, how to set the period, time zone, format and email for each appointment, when the server creates the report, where it stores the file, whom it sends it to and which messages there are.
Templates
The supplied report templates for conversations, agents and alarms, how to adopt them and how the templates calculate service level and reachability.
Dashboards
The Dashboard list and the dashboard designer — creating dashboards, copying them from templates, narrowing them down with filters, saving them and making them available to supervisors.
Designing dashboards
The dashboard designer at a glance — ribbon, data source browser, data items and dashboard surface — what myContactCenter sets up itself when a dashboard opens, and how to create, open and save dashboards.
Statistics fields
Which fields the queries of reports and dashboards provide — for conversations, phases of conversations, agent actions and alarms — and what they mean.
What the statistics count
Which data myContactCenter records for reports and dashboards, what metrics such as connected, abandoned or undelivered mean, which time zone times are in and where the limits of the evaluation lie.