ReportParams 4999

Report - Response Quality Report

The Response Quality Report is one of the reports used for following up on answer quality on incoming calls. The primary selection to this report is one or multiple object (extension) or answer groups.

This report shows the total number of answered and lost calls and your own defined answer intervals in seconds. Presentation is in both graph and figures summarized per day or per half-hour for the selected day.

Time interval over midnight is available in this report, e.g. start time 10:00PM and end time 02:00AM.

Note: The report will show whole intervals and if you select date 1 to date 5, time 10:00PM to 02:00AM the report will present statistic until date 6 and time 02:00AM.

Get Started

1. Load a previous selection from history to run, optionally

   - or -

2. Load your saved settings from saved presets to run , optionally
3. Click run report

   • If you want to run a new selection, continue to selection and choose your values

Selection

1. Select a filter type
   1. If filter type answer group is selected:
      1. Select answer group(s)

         • Select answer groups in the left column and click the arrow button to move the selected answer groups to the right column
         • By using the double arrow button , you can move all answer groups from the left column to the right column

   2. If filter type object is selected:
      1. Select node
      2. Select object(s)

         • Select objects in the left column and click the arrow button to move the selected objects to the right column
         • By using the double arrow button , you can move all objects from the left column to the right column

2. Select a grouping
   1. If grouping half hour is selected:
      1. Select a period:
         1. Select a relative date

            - or -

         2. Select a date:
            1. Select a start date

               • Select dates in the calendar view.

      2. Select start time
      3. Select end time
   2. If grouping day is selected:
      1. Select a period:
         1. Select a relative date

            - or -

         2. Select an interval:
            1. Select a start date
            2. Select an end date

               • Select dates in the calendar view.

      2. Select start time
      3. Select end time
3. Define time interval settings

   Note: The time intervals can overlap each other

   • Click to add a new time interval
     • Enter a start interval, automatically the start interval is adjusted from the level above
     • Enter an end interval or leave it empty to include all calls longer than start value
     • Click save
   • Click to delete an interval

4. Click run report

Execution

1. Define the report format
2. Check the show when ready box to show the report in the open view when ready

   • If you leave the view or click show once again the report will be available in the activity panel
   • Read more about how to handle the activity panel

Summery

The summery section show your selected values.

Result

The graph shows:

Number of calls grouped on half hour/day and response time interval

Note: Response time intervals are divided in different colors

The table shows:

• Total number of answered and lost calls
• Rows are grouped on half hour/day
• Columns are grouped on response time interval

The following information is displayed in the report:

Heading	Content
Total number of calls per time interval	Shows the total number of calls per time interval, answered calls and lost calls
Time Interval	Defined response time intervals in seconds per half hour/day
Answered	Shows the number of answered calls per half hour/day
Lost	Shows the number of lost calls per half hour/day

Note: 0 - 3 means that the call has a response time less than four seconds and a lost call have a duration of zero seconds.

The response times in this report are retrieved from incoming and internal calls in the CDR files.

General Report Selection Information

You can choose how you want your report selection view to look:

• Segmented - give you a wider overview and you can see all of the selection on your screen.
• List - give you a longer page and reminds you of the old look and feel.

Besides from having access to a specific report, the users also need access to certain data/information to view in that report. Depending on what permissions the user has, the different selection menus will be showing only the data that the user has access to.

The report selection page will by default show the settings selected by the user the last time that report was used. The report settings can be saved and reused.

The two-list have an extended function. Search for an item or part of an item to filter the selection. Items can be moved by using the arrow buttons, double-click or by drag-and-drop. It is also possible to drag-and-drop the item in the current section. Use the to change the width of the section. Watch the video

How to - Add a Report as a Favorite

1. Open the report selection page
2. Click favorites
3. Select Add to favorites

   • The report is added to the favorite reports list, accessed by clicking my favorites

How to - Remove a Report from the Favorites List

1. Open the report selection page for the report you want to remove
2. Click favorites
3. Click remove from favorites

   • The report is removed from the favorite reports list in my favorites

How to - Save Report Settings

1. Open the report selection page for the report you want to save settings for
2. Enter the settings you want to save
3. Click save settings
4. Enter a name for the settings, e.g. the period or group or whatever it is that is significant with these settings
5. Click save

   • The report is now added in my favorites
   • To access the saved settings, click the name of the report in my favorites , and then click the name of the saved settings

How to - Delete Saved Report Settings

1. Open the report selection page for the report you want to delete saved settings for
2. Click save settings
3. Click remove for the settings you want to delete

How to - Schedule a Report

1. Open the report selection page
2. Click schedule report
3. Check the schedule box
4. Select the time zone you are in from the menu
5. Select schedule option
   1. Monthly
      • Define on what day of the month the report should be sent by selecting a date in the monthly on day dropdown menu
   2. Weekly
      • Define on what weekday the report should be sent by checking the weekday
   3. Daily
      • All weekdays are checked, and the report will be sent daily
6. Enter at what time of the day the report should be sent in the start at field
7. Click save

   • The report will then monthly, weekly or daily on the selected time and day, be sent to the registered e-mail address for the logged in user

Note: If you have the system setting automatically create periods and choose to send the report on the first day of a new period make sure that the start time is set to a later time then the aggregation job. The aggregation job is usual run at night or early in the morning, please contact Servicedesk for more information.

How to - Edit a Scheduling of a Report

1. Open the report selection page
2. Click schedule report
3. Change your settings
4. Click save

How to - Remove a Scheduling of a Report

1. Open the report selection page
2. Click schedule report
3. Uncheck the schedule box
4. Click save

   • No more report e-mails with this report will be sent to the user's address

How to - Send a Report

1. Open the report selection page
2. Click schedule report
3. Click the tab send report
4. Enter e-mail recipient(s) in to,

   • If you want to send the report to more than one, separate addresses with semicolon (;) without space

5. Enter a subject for the message
6. Enter the message text in the message field
7. Click send

   • The report will be created as a PDF with the selected options that you have chosen and sent out to entered recipient(s)

How to - Set Permissions for a Report and Check what Users that have Permissions on a Specific Report

1. Open the report selection page
2. Click permissions and a list of all users with permission to access this report is shown
3. To give permissions on the report for a user, enter the username (or a part of the username) in the search user field

   • You can only search on the username, not the users' real name. If the username doesn't exist or if the user is already in the list, the search will not give any result.

4. Click search

   • A list of all users who match the search query is presented

5. Check the boxes for the users you want to add
6. Click the save button

   • Selected users are moved from the list and added to the table with users with permissions to the report

How to - Remove Permissions for a Report

1. Open the report selection page
2. Click permissions
3. Find the user you want to remove permissions from in the table of users

   • If necessary, click the numbers below the table to go the correct page

4. Click delete next to the user you want to remove from the list of users with permissions

   • The user is deleted from the table and no longer has permissions to the report