Dialogue Intelligence User Guide

Note: Dialogue Intelligence for SSRS - With the Quality Monitoring Report and the Hunt Overview Report we reached a point where the preceding Dialogue Intelligence reporting based on SSRS no longer offers stand-out benefits over PowerBI. As a result, Anywhere365® has decided to end support for SSRS reporting as per 22nd of June 2022. New custom reports for SSRS will no longer be created. Customers are encouraged to start adopting the Anywhere365 template for PowerBI as a replacement as soon as possible to cater for a smooth transition.
If you have custom reports based on SSRS which information is not provided through our PowerBI templates, please contact your delivery partner to help relate you to a suitable PowerBI partner.

The Call and Dialogue Intelligence of Anywhere365 is a collection of useful reports woven in to one browser like interface. Below is a description of the single reports and there function.

Welcome Report

(Welcome.rdl)

The start point of the reports. From here you can browse to every other report with a simple click.

Agents Report

(Total Agents.rdl)

Total Agents displays all information relevant to all Agents. From here you can zoom in on a single Agent or continue to one of the other linked Agent reports.

Agent Scorecard

(Specific Agent.rdl)

This report displays all useful information of a single Agent. In one overview you can see all information of the contact moments with the Agent.

Contact Report

(Total Callers.rdl)

Contact Report displays all information relevant to all contacts. From here you can zoom in on a single contact or continue to one of the other linked Customer reports.

Caller Scorecard

(Specific Callers.rdl)

This report displays all useful information of a single Caller. In one overview you can see all information of the contact moments with the Caller.

Skills Report

(Total Skills.rdl)

Total Skills displays all information relevant to all Skills. From here you can zoom in on a single Skill or continue to one of the other linked Skill reports.

Skill Scorecard

(Specific Skill.rdl)

This report displays all useful information of a single Skill. In one overview you can see all Agents and Callers who have been connected to a specific Skill.

UCC Report

(UCC.rdl)

In this report you can see all information relevant to the UCC. This can be all UCCs in a combined overview or a single UCC, depending on the parameter configuration.

Summary Report

(Summary Report.rdl)

An overview of all the information of a time range can be viewed in the Summary report.

Transferee Report

(Transferee Report.rdl)

In this report you can see all information about transfers. Who is sending them and who is receiving them..

Netnumber

(Netnumber.rdl)

A visual representation of the callers’ origin based on the country code and net number of the callers.

IVR

(IVR Report.rdl)

A visual representation of the callers’ origin based on the country code and net number of the callers.

Status Overview

(Status Overview.rdl)

This report displays all useful information of Status-changes of Agents. This can be of all status changes or a selection of statuses, depending on the parameter configuration.

Heatmap

(Heatmap.rdl)

This report displays a different way to see your dialogue, in the form of a heatmap.

Dialogue Overview

(Specific Calls.rdl)

This report displays all useful information of Calls. This can be all Calls in a combined overview or a selection of Calls, depending on the parameter configuration.

Hunting Overview

(Specific Hunts.rdl)

This report displays all useful information of Hunts. This can be all Hunts in a combined overview or a selection of Hunts, depending on the parameter configuration.

Specific Call

(Specific Call.rdl)

This report displays a detailed view of a single conversation. The Conversation is displayed as a workflow, furthermore information about the UCC at that time is displayed.

Specific Chat

(Specific Chat.rdl)

This report displays the chatlog of a single conversation. The Conversation is displayed as a flow.

Dialogue Routing

(Dialogue Routing.rdl)

Shows the input and output per communication channel per UCC in a visual graph.

Classification

(Classifications.rdl)

This report displays the classifications set by the agents, with additional infomation.

Future Intelligence

(Future Intelligence.rdl)

This report displays the Skills and Action Types in graphs per selected periods.

QM Report

(QM Report.rdl)

This report displays the feedback the customer gave in the quality monitoring in great details.