Welcome Report

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.

File name: Welcome.rdl

Introduction

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

Go to Report Buttons
Filter on Dates Buttons
Parameters

Go to Report Buttons

The “Got to Report” buttons are used to navigate in the report. Below the available buttons:

Agents Report
Callers Report
Skills Report
UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Report
Transferee Report
Summary Report
Location Report
IVR Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. Report
Status Overview
Heatmap
Dialogue Overview
Agent Scorecard
Dialogue Routing
Classifications
Future Intelligence
QM Report

Filter on Dates Buttons

The “Filter on dates” buttons are used to quickly filter the record. It is also possible to manually do this through the parameters. The reports can be filtered on:

All Time
Years
Months
Weeks
Days

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter	Description
Language	Select the language for the reports. More languages can be installed in the Language.rdl report.
UCC	Filter on UCC. Select UCC through a check box.
Starttime	Display all records on and after this date.
Endtime	Display all record before this date.
Dialogue	Filter on the Dialogue Type Inbound Outbound Direct
Type	Filter on the Conversation Type: Accepted Forwarded Missed NoContact NoSkill Overflow QuickDrop Prompt Voicemail
Modality	Filter on the Modality Type: Call Chat CallMe Email OutboundDialer Voicemail AutonomousDialer
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours