Report Number | Title | Type | Summary | Contents |
4.01 | Detailed Business Entity Report | Detail | Used to identify the high-level details of each interaction | Start/end time, Type, From, To, BP, Handle Time, Disposition Code, Remarks, etc. |
4.02 | Destination Trace Report | Detail | Used to locate specific customer interactions | Provides the details (every leg & state) of those interactions. |
4.03 | Interaction Disposition Codes Report | Summary | Used to summarize Disposition Code counts across agents, BPs, Media type, Campaign, etc. | Provides a count of each Disposition Code broken down by BP and Agent. |
4.04 | Voice Billing Report | Detail | Used to identify the Call Detail Records by date | Provides Start Time, Origin, Destination, Duration, Type, BP, Disposition Code, Completion Status |
4.05 | Delegated Interactions Report | Detail | Shows every interaction that was Delegated to a Supervisor either manually by an agent or automatically based upon Abandons | Entry Time, Closing Time, Remote Party, Type, BP, Agent Remark, Supervisor Remark. |
4.06 | Incoming Calls by Area Code | Summary | Used to provide high-level counts of incoming calls by area code or state | Originating Area Code, Originating State, City, Count of Calls |
4.07 | Voice Billing Report By Business Process | Detail | Used to identify the Call Detail Records broken out by BP | Provides Start Time, Origin, Destination, Duration, Type, BP, Disposition Code, Completion Status |
4.08 | Voice Billing Report By Business Process - No Abandoned Calls | Detail | Used to identify the Call Detail Records broken out by BP | Provides Start Time, Origin, Destination, Duration, Type, BP, Disposition Code, Completion Status |
4.09 | Voice Billing Summary | Summary | Provides summary counts of inbound and outbound calls and their duration | Origin/Destination, Total Calls Duration, Total Calls |
4.10 | Inbound Interactions Distribution Report | Summary | Interval report broken out annually, monthly, day of week, or hourly | Inbound and Abandoned counts for calls, chats, and emails. |
4.11 | Interactions Analysis Report | Summary | Interval report broken out annually, monthly, day of week, or hourly | Inbound & Outbound counts of each Interactions, Calls, Emails, Chats, Callback Requests/Handled, VMs. |
4.13 | Disposition Codes Distribution Report | Summary | Count and Percentages of Disposition Codes broken out annually, monthly, day of week or hourly and by BP, Campaign, Agent, and Interaction Type | Handled, Abandoned, Disposition Code columns |
4.14 | Demand Interval Distribution Report | Summary | Count and Percentages of Demands broken out annually, monthly, day of week or hourly and by BP, Campaign, Agent, and Interaction Type | Handled, Abandoned, Demand columns |
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