The Administration comes with ready-made report templates in the folder
%ProgramData%\ilogixx GmbH\myContactCenter\Report Templates. You open them in
the report repository, adapt them and save
them as a report design.
All templates are laid out in landscape format, show the period in the header and include the parameters. Their column headers are fixed in English or German. What the metrics mean is described in What the statistics count.
Conversations
| Template | Shows |
|---|---|
| Conversation by … — by Skill, Language, Classification, Type, Time, TimeOfDay, WeekDay and combinations of these | per group: All, Connected, Unhandled, Undelivered, Rejected, Abandoned, Transferred, Reviewed and the Conversation Time, with a chart |
| Erreichbarkeit, Anrufe-1 | per skill: total, connected, transferred, rejected, abandoned, timeout, undelivered, voicemails, callbacks, average call duration — with percentages and a “Servicelevel 20s” |
| ConversationKPIOverview | per time interval and skill: connected conversations by time until connected (under 10, 10–30, 30–60, over 60 seconds), rejected ones by reason, abandoned ones by duration, wait and conversation time |
| Conversation with SLA 20s and reachability | per time interval and skill: calls, connected, abandoned, transfers, reachability and service level 20 seconds |
| Conversation with SLA and reachability, ConversationTrackingReport 60 Seconds SLA excluding 5 Seconds abandoned by Skill | variants with other limits for service level and abandoned calls |
| ConversationTrackingReport by Time/Weekday, Skill, isInternal and AVRG Values | percentages and averages per skill, separated into internal and external calls |
| ConversationTrackingReport by Time, Skill, isInternal and connected clustered by seconds | accepted calls by time until connected |
| Unique caller analysis | per phone number: how often it called and how often it was connected |
Agents
| Template | Shows |
|---|---|
| Agents by … — by Agent, Time, Skill, Language, TimeofDay, Weekday and combinations | Presented, Connected, Reviewed, Corrected and the times for them |
| Agents counters by … | the same counts, plus Wrapup and in some cases Activity |
| Agents by Time with actions, Agents by Skill | counts and times including wrap-up and activity |
| Agent counters and conversation duration with Max - Avg - Total | per agent: offered and connected conversations, total, longest and average talk time |
| Agent Activities by Activity | per activity: count and duration |
| Agenten-1, AgentHauptbericht, AgentReportForExcelExport | overviews per agent: offered, connected, efficiency, talk, ringing, wrap-up, login and break times |
Alarms
Alarms by alarmtype groups the alarms by performance indicator, Alarms by time by the time they were raised — each with the severity and the triggering entry. The times in these two templates are in UTC.
Service level and reachability
The templates calculate these metrics differently. Two examples:
| Template | Metric | Calculation |
|---|---|---|
| Erreichbarkeit | Servicelevel 20s | connected calls for which at most 20 seconds passed until the connection — including the time in the flow — divided by all calls |
| Conversation with SLA 20s and reachability | SL 20 Sek.% | connected calls with less than 20 seconds of wait and ringing time — without the time in the flow — divided by all calls except abandoned and rejected ones |
| Reachability % | connected calls divided by all calls except abandoned ones |