Reliant Octel 300 Specifikace stáhnout pdf (Strana 253)

IP Office Product Description

IP Office 4.2

Page 253

Issue 18.b.- (08 July 2008)

CCC Reporter - Historical Reporting

CCC Reporter provides in depth historical reporting on the customer facing department's activity. Report

Manager provides standard reports for measuring overall contact center call handling and individual/team

performance. Data is retrieved from the database, which provides a source of data limited only by the hard

disk space available (SQL only). These standard report templates may be formatted by the user to provide

reports daily, weekly, monthly, or any defined time period and by individual, group, or trunk. CCC uses Crystal

Reports™ format, which provides ease of use and thin client operation for reporting.

Standard Reports List

· Account Code Log by Agent Group (Graphical)

· Account Code Log by Agent Group

· Account Code Log by DDI (Graphical).

· Account Code Log by DDI.

· Account Code Log by Pilot (Graphical)

· Account Code Log by Pilot.

· Account Code Log by Target (Graphical).

· Account Code Log by Target.

· Agent Activity Trace.

· Agent Activity

· Agent Callback Request.

· Agent Group Busy Status.

· Agent Group Graphical Summary (All Calls).

· Agent Group Graphical Summary.

· Agent Group Member Call Duration Report (All

Calls).

· Agent Group Member Duration.

· Agent Group Tabular Summary (All Calls).

· Agent Group Tabular Summary.

· Agent Group Tabular.

· Agent Individual.

· Agent Tabular.

· Customer Tracking by Call Identifier.

· Customer Tracking by CLI.

· DDI Call Duration.

· DDI Distribution by Target.

· DDI Distribution

· DDI Response

· DDI Routing

· DDI Summary.

· External Transferred Account Code.

· Incoming Duration Summary.

· Incoming Pilot Summary.

· Lost Call CLI.

· Outgoing Account Code Costing Log

· Outgoing Account Code Log (Graphical).

· Outgoing Account Code Log.

· Outgoing Most Common Destination by Agent

Group.

· Pilot Call Duration.

· Pilot Distribution by Target.

· Pilot Distribution.

· Pilot Response.

· Pilot Routing.

· Pilot Summary (All Calls).

· Pilot Summary

· System Summary.

· Target Graphical Summary.

· Target Member Duration (All Media).

· Target Member Duration.

· Transfer Call Tracking Detail by Agent.

· Trunk Group Activity

· Trunk Group Busy.

· Trunk Group Call Duration.

· Trunk Group Response.

· Trunk Group Summary.

· VM Call Flow Monitor by Call Flow Name.

· VM Call Flow Monitor by Topic.

· VM Call Flow Monitor.

· VM Summary

· Incoming Calls By Target Group

· Plus 3 custom reports.

Report Scheduler

Report Scheduler allows reports to be scheduled to run at a specified date and time, or repeated at regular

intervals. Supervisors can schedule reports to be delivered to various places within the contact center. Reports

can also be delivered to multiple recipients via email in the following formats; PDF, CSV, XLS, RTF, RPT and

Word format. Reports can even be scheduled for delivery to multiple printers within the network at the same

time.

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