Status Overview

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: Status Overview.rdl

Introduction

This report displays all useful information of Statuses. This can be of all statuses or of a selection of statuses, depends on the parameter configuration.

The report contains the following items:

Status
Parameters

Status

The “Status” item displays the all the available information about a status. The item contains the following items:

Item	Description
Agent	Grouped by the Agents
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.	Grouped by UCC.
Date	Grouped by the day.
Start	Time the presence started.
End	Time the presence ended.
Status	Type of the presence
Device	The Device where the presence was set: Desktop - Presence was received from an user logged into a Desktop client. Deskphone - Presence was received from an user logged into a Deskphone client. Mobile - Presence was received from an user logged into a Mobile client. WebApp - Presence was received from an user logged into a WebApp client. Unknown - No device information available. This happens for federated When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. users and offline status. RC - Information was received from a Reason Code event. Log - Information was received from a log event. For example discharge completed or formal change.
Location	The Location item displays the location on where the status was set.
Available	Total time in Available
InCall	Total time in InCall
Busy	Total time in Busy
DoNotDisturb	Total time in DoNotDisturb
Discharge	Total time in Discharge
Away	Total time in Away
Offline	Total time in Offline
ReasonCode	Total time in Reason Code
Total	Total time
Reason	Reason of the presence
Formal	If the Agent was Informal or Formal (Signed in or Not signed in)

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.
Agent	Display the records of selected Agent. (Single-line) Tip: You can use % as a wildcard.
Agents Filter	Enable or Disable Agents filter Note: Use parameter Agents to select Agents.
Agents	Filter on Agent sip addresses in this field. (Multi-line) Multiple Agents can be entered, you can separate them by using "Enter".
Devices	Filter out specific devices.
ExpandGroup	Open all closed groups in one click. Useful for report exports.
ShowPresence	Filter active presence: All Active Not-Active (formal signed out)
Count Formal - SignedOut	Toggle that formal inactive should be counted in duration. By default inactive agents presence time will not be counted in duration.
Formal - SignedOut Column	Toggle that formal inactive presence time should be shown in a separate column. Note: Parameter "Count Formal - SignedOut" must be true.
Count Work Hours	Toggle to only count formal inactive between formal active times. This is useful to detect if an agent went formal inactive during the work day. Note: Parameter "Count Formal - SignedOut" must be true.
View	Toggle the view of the Status over view TimeDuration Timeline Both