Related Pages:



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