Welcome Report

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

• UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. 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:

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 CallMeThe CallMe feature adds a button on your website where the customer can enter his / her number to be called by the UCC, saving the customer in telephone costs. Email OutboundDialer Voicemail AutonomousDialer
Businesshours	Filter dialogue on Businesshours: Show all Show inside businesshours Show outside businesshours

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