Welcome Report

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
• UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. Report
• Transferee Report
• Summary Report
• Location Report
• IVRInteractive Voice Response (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: