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    Avaya AuraEnterprise ReportingRelease 10.1.2Report Description Guide

    May 2011

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    2003 - 2011 Verint Systems Inc. All Rights Reserved. THIS AVAYAPRODUCT ('Product') CONTAINS CONFIDENTIAL AND PROPRIETARYINFORMATION OF VERINT SYSTEMS INC. USE OF THE PRODUCTINDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTHHEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYAWEBSITE AT http://support.avaya.com/LicenseInfo/ ('GENERAL LICENSETERMS'). IN THE EVENT OF ANY CONFLICT OR INCONSISTENCYBETWEEN THE TERMS SET FORTH HEREIN AND ANY WRITTENAGREEMENT WITH AVAYA AND/OR AVAYA EULA, THE TERMS OF SUCHEITHER WRITTEN AGREEMENT WITH AVAYA AND/OR AVAYA EULASHALL GOVERN. IF YOU DO NOT WISH TO BE BOUND BY THESETERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OFPURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND ORCREDIT.

    Avaya grants End User a license within the scope of the license typesdescribed below. The applicable number of licenses and units of capacity forwhich the license is granted will be one (1), unless a different number oflicenses or units of capacity is specified in the Documentation or othermaterials available to End User. 'Software' means the computer programs inobject code, originally licensed by Avaya and ultimately utilized by End User,whether as stand-alone Products or pre-installed on Hardware. 'Hardware'means the standard hardware Products, originally sold by Avaya and ultimatelyutilized by End User.

    License Type(s):

    "Channel" means a physical connection between or logical address associatedwith a recording device and an audio source.

    "Enterprise" means a license to use, without limitation on the number of copiesor users applicable to that End User, that Software within that End User'stechnical environment in conjunction with other Software licensed.

    "Seat" means the number of uniquely identified work-stations (i) on which theSoftware is licensed to be installed, (ii) from or to which the Software will sendor receive data, or (iii) about which the Software generates data. Any one or

    more of the foregoing, in the aggregate, applicable to a work-station shallqualify that work-station as a licensed Seat. Seat licenses are not concurrent,except that licenses relating to a work-station may be transferred to anotherwork-station so long as such transfer is on a permanent basis.

    "Server" means a license to install the Software on a single central computerserver.

    "Site" means a license to use the Software at a physical End User location,without limitation on the number of copies or users applicable to that physicalEnd User location.

    Copyright:

    Except where expressly stated otherwise, the Product is protected by copyrightand other laws respecting proprietary rights. Unauthorized reproduction,transfer, and or use can be a criminal, as well as a civil, offense under theapplicable law.

    Third-party Components:

    This computer program is protected by U.S. and international copyright laws,patent laws, and other intellectual property laws and treaties. Unauthorizeduse, duplication, publication and distribution of all or any portion of thiscomputer program are expressly prohibited and will be prosecuted to themaximum extent provided by law. Your rights in this computer program arelimited to the license rights granted under the license agreement executed byyou in hardcopy form (or if none, by acceptance of the clickwrap terms includedwith this computer program). If needed, please contact your vendor for anadditional copy of those terms. All other rights, title and interest are expresslyrestricted and retained by Verint Systems, Inc. and its licensors.

    Certain open source applications ("Open Source") may be included with thiscomputer program. For specific ownership information and license rightsrelating to those open source applications, please see the "Free and OpenSource Licensing Information" guide provided with your computer program, orcontact your vendor for a copy of that guide.

    A license in each Open Source software application is provided to you inaccordance with the specific license terms specified in their respective licenseterms. EXCEPT WITH REGARD TO ANY WARRANTIES OR OTHERRIGHTS AND OBLIGATIONS EXPRESSLY PROVIDED DIRECTLY TO YOU

    FROM VERINT, ALL OPEN SOURCE SOFTWARE IS PROVIDED "AS IS''AND ANY EXPRESSED OR IMPLIED WARRANTIES, INCLUDING, BUT NOTLIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY ANDFITNESS FOR A PARTICULAR PURPOSE ARE DISCLAIMED. IN NO EVENTSHALL THE OWNERS OF THE OPEN SOURCE SOFTWARE OR ITSCONTRIBUTORS BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL,SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING,BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS ORSERVICES; LOSS OF USE, DATA, OR PROFITS; OR BUSINESSINTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OFLIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT(INCLUDING NEGLIGENCE OR OTHERWISE) ARISING IN ANY WAY OUT

    OF THE USE OF THE OPEN SOURCE SOFTWARE, EVEN IF ADVISED OFTHE POSSIBILITY OF SUCH DAMAGE.

    Certain other software programs or portions thereof included in the Productmay contain software distributed under third party agreements ('Third PartyComponents'), which may contain terms that expand or limit rights to usecertain portions of the Product ('Third Party Terms'). Information identifyingThird Party Components and the Third Party Terms that apply to them isavailable on Avaya's web site at: http://support.avaya.com/ThirdPartyLicense/.In addition, this product may contain the ReportNet application from CognosCorporation. If so, you are granted a limited for use: (i) by an unlimited numberof "Anonymous Users" to set personal preferences, view, run, schedule andoutput reports, subscribe to scheduled reports, create and manage personalfolders, and personalize standard reports, and (ii) by one "Named User"(unless otherwise specified on this Order) to, in addition to the rights of an

    Anonymous User, use the Query Studio module.

    Avaya fraud intervention:

    If you suspect that you are being victimized by toll fraud and you need technicalassistance or support, call Technical Service Center Toll Fraud InterventionHotline at +1-800-643-2353 for the United States and Canada. Suspectedsecurity vulnerabilities with Avaya Products should be reported to Avaya bysending mail to: [email protected]

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    1 Int roduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

    Product Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Reporting Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

    Available Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

    Evaluation Scoring Calculations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

    Saved Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

    Scheduled Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Ad Hoc Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    View and Export Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

    Supported Excel Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

    2 Report Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

    About Report Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

    Calibration Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    Calibration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

    Configuration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Administration Workspaces Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

    Contact Folder Configuration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

    Administration User Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

    Contact Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

    Agent Recording Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

    Agent Recording Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

    Block Monitor Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

    Contact Activity by Agent Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

    Contact Activity by Agent Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . 36

    Contact Activity by Business Rule and Agent Detail Report . . . . . . . . . . . . . . . . . . 38

    Contact Activity by Business Rule and Agent Summary Report . . . . . . . . . . . . . . . . 41

    Contact Activity by Business Rule and Group Detail Report . . . . . . . . . . . . . . . . . . 43

    Contact Activity by Business Rule and Group Summary Report . . . . . . . . . . . . . . . . 46

    Contact Activity by Business Rule and Supervisor Detail Report. . . . . . . . . . . . . . . . 48

    Contact Activity by Business Rule and Supervisor Summary Report . . . . . . . . . . . . . . 51

    Contact Activity by Business Rule Detail Report . . . . . . . . . . . . . . . . . . . . . . . 53

    Contact Activity by Business Rule Summary Report . . . . . . . . . . . . . . . . . . . . . 54Contact Activity by Group Detail Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

    Contact Activity by Group Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . 60

    Contact Activity by Supervisor Detail Report . . . . . . . . . . . . . . . . . . . . . . . . 62

    C o n t e n t s

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    Contents

    Enterprise Reporting Report Description Guide 4

    2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

    Contact Activity by Supervisor Summary Report. . . . . . . . . . . . . . . . . . . . . . . 65

    Contact Folder Archive Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

    Evaluation Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

    Activity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

    Agent Evaluation List Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

    Agent Evaluation Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

    Evaluation Performance Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Agent Evaluations Batch Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

    Agent Evaluation Performance Report . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

    Agent Evaluation Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

    Evaluation Performance Comparison Report . . . . . . . . . . . . . . . . . . . . . . . . . 92

    Group and Supervisor Evaluation Performance Report . . . . . . . . . . . . . . . . . . . . 96

    Multiple Evaluation Summary Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

    Trending Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103

    Agent and Group Performance Summary Report. . . . . . . . . . . . . . . . . . . . . . .104

    Trend Over Time Performance Report . . . . . . . . . . . . . . . . . . . . . . . . . . . .107

    Calibration Trending Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111

    3 Using Enterprise Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Creating a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115

    Viewing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115

    Printing a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115

    Exporting a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116

    Deleting a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116

    Scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116

    Scheduling a Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116

    Modifying a Scheduled Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

    Deleting a Scheduled Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .117

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    C h a p t e r 1

    Introduction

    The following sections provide an overview of Enterprise Reporting, and an introductionto the various reporting components.

    The main sections in this chapter are:

    Product Overview, page 8

    Available Reports, page 9

    Saved Reports, page 10

    Scheduled Reports, page 10

    Ad Hoc Reporting, page 10

    View and Export Options, page 10

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    Chapter 1 - Introduction Product Overview

    Enterprise Reporting Report Description Guide 8

    2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

    Product Overview

    Welcome to Enterprise Reporting, a powerful solution to call center reporting. WithEnterprise Reporting, you define the types of reports that will best serve yourenvironment, whether you require information about how an individual is performing a

    certain task or how an entire group is performing in general compared to the call centerat large -- and everything in between.

    With the array of reports that Enterprise Reporting provides, you can see the areaswhere you are strong and the areas where you can make improvements.

    This suite of applications is designed to capture customer intelligence and provide thetools to analyze, review and report on all aspects of each customer interaction. Themanagement information that can be derived from this is made available within a widerange of performance and trend data reports to aid in the decision making process andto improve overall contact center performance.

    The ability to review performance trend data is key to this process of performanceimprovement and optimization.

    The reports allow users at every level in the organization to identify opportunities to

    improve personal, individual or group productivity and performance across a range ofmetrics; as well as the ability to identify patterns and trends will provide clues as towhere business processes can be improved in order to improve overall customer service.

    Reporting Components

    The following comprise Enterprise Reporting components:

    Available Reports, page 9

    Evaluation Scoring Calculations, page 9 Saved Reports, page 10

    Scheduled Reports, page 10

    Ad Hoc Reporting, page 10

    Supported Excel Formats, page 11

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    Chapter 1 - Introduction Reporting Components

    Enterprise Reporting Report Description Guide 9

    2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

    Available Reports

    There are seven distinct groups of reports that are available:

    Ad Hoc Reports

    Calibration Reports

    Configuration Reports

    Contact Activity Reports

    Evaluation Activity Reports

    Evaluation Performance Reports

    Trending Reports

    The Ad Hoc reporting is available for those that require the ability to create customreports.

    Evaluation Scoring Calculations

    In addition to providing report descriptions, evaluation scoring calculations are alsoshown for reports that contain aggregated evaluation scores. The following is a list ofthese reports:

    Calibration Reports

    Calibration Report

    Contact Activity Reports

    Agent Recording Detail Report

    Evaluation Activity Reports

    Activity Report

    Agent Evaluation List

    Agent Evaluation Summary

    Evaluation Performance Reports

    Agent Evaluation

    Agent Evaluation Batch

    Agent Evaluation Performance

    Evaluation Performance Comparison

    Group and Supervisor Evaluation Performance

    Multiple Evaluation Summary

    Trending Reports

    Agent and Group Performance Summary

    Trend Over Time Performance

    Calibration Trending

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    Chapter 1 - Introduction View and Export Options

    Enterprise Reporting Report Description Guide 10

    2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

    Saved Reports

    To access reports that have been saved, click on the Reports tab and choose the SavedReports button.

    The Saved Reports pane lists the reports that have been created and saved. For eachsaved report, the page lists:

    Report Type

    Saved Report Name

    Date and Time created - this is the Cognos database server time, not browser time.These can be different if you are in a different time zone that the database server

    Formats - Under this column, you can click on one of the option icons to view thereport in the available formats

    Scheduled Reports

    To access reports that have been scheduled to be run, click on the Reports tab and

    choose the Scheduled Reports button.The Scheduled Reports pane lists the reports that are scheduled to be generated. Foreach scheduled report, the page lists:

    Report Type

    Next Date and Time the report will run - this is the Cognos database server time,not browser time. These can be different if you are in a different time zone that

    the database server.

    Whether the report is recurring

    Ad Hoc Reporting

    You can create your own Reports by using the Ad Hoc reporting provided usingQueryStudio.

    You can create and change the layout, style, or fonts of the report, choose the data thatyou would like to appear on the report, format the data, and save the report.

    View and Export Options

    You can view previously generated and saved reports, and export using the three

    available options located in the top right of the viewer window: View the report in HTML format

    View in PDF format

    View in Excel 2000 Single Sheet format

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    Chapter 1 - Introduction View and Export Options

    Enterprise Reporting Report Description Guide 11

    2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

    Supported Excel Formats

    Enterprise Reporting works with the following Excel formats:

    Standard Reports

    The standard reports offer an export feature for Excel 2000 Single Sheet format.

    Ad Hoc Reports

    For Ad Hoc reporting using Query Studio, both Excel 2000 and Excel 2002 formats areavailable.

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    C h a p t e r 2

    Report Categories

    The following sections describe the report categories found in Enterprise Reporting.

    Each report category description provides detailed descriptions of the reports in that

    category.

    About Report Categories, page 13

    Calibration Reports, page 14

    Configuration Reports, page 19

    Contact Activity Reports, page 24

    Evaluation Activity Reports, page 70

    Evaluation Performance Reports, page 81

    Trending Reports, page 105

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    Chapter 2 - Report Categories About Report Categories

    Enterprise Reporting Report Description Guide 13

    2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

    About Report Categories

    The following comprise Enterprise Reportings report categories:

    Calibration Reports, page 14

    Configuration Reports, page 19

    Contact Activity Reports, page 24

    Evaluation Activity Reports, page 70

    Evaluation Performance Reports, page 81

    Trending Reports, page 105

    Report descriptions within each category include the following:

    Report Description

    Report Selection

    Report Sample

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    Chapter 2 - Report Categories Calibration Reports

    Enterprise Reporting Report Description Guide 14

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    Calibration Reports

    Calibration reports can be used to help you compare the evaluation scoring performedby supervisors. You can report scores for individual evaluation questions or for acomplete evaluation over a period of time, or report scores for an evaluation trended

    over multiple periods of time.The Calibration reports available in Enterprise Reporting are:

    Calibration Report, page 14

    Calibration Report by Question, page 16

    Calibration Report

    Report Description

    The Calibration Report allows comparison of the evaluations given to the same set ofcontacts, using the same evaluation form by different evaluators. This comparison

    allows you to determine how consistently the evaluators are scoring the same contact.Any significant deviation in the scoring indicates a need to review the individualevaluators scoring criteria to ensure a consistent scoring policy is applied across thecontact center.

    In running the report, you are able to select a form that an evaluation has beenperformed against and a report period (weekly, monthly or yearly) and date range forthe contacts. Then, using this information the list of available contacts is retrieved andyou can select up to 5 of these contacts to perform an analysis against.

    The report shows:

    Evaluation form and version

    Start and end date evaluation period

    Evaluator

    Contact

    Mean score

    Number of evaluations

    Population standard deviation

    Average session standard deviation

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

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    Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved and Scheduled Reports pane.

    Duplicate namesallowed.

    Select form toreport on

    The name of the form from which you arecollecting data.

    You must choose anoption from the

    drop-down list.

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Selectcontacts

    Allows you to select the contacts toinclude in the report.

    You must choose atleast one contact fromthe list.

    Sorting Determines how the data is sorted on thereport. Choose to sort by Evaluator's lastor first name using the radio buttons.Choose to sort in ascending or descendingorder using the radio buttons.

    The default is to sort byevaluator last name inascending order.

    Schedule torun report

    Indicates when the report should run.Your choices are:

    Immediately: Run this report

    immediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    You must choose up toone kind of schedule.Defaults to Immediately.

    Submit Click to run the report according to theschedule you have indicated.

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    Chapter 2 - Report Categories Calibration Reports

    Enterprise Reporting Report Description Guide 16

    2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

    Report Sample:

    Calibration Report by Question

    Standard Deviation Calculation:

    Step 1: Find average of all values

    Step 2: Find difference of each value and average (Value - Average)

    Step 3: Raise results of Step 2 to power of 2 (Value - Avg)2

    Step 4: Count the number of Values and subtract 1

    Step 5: Find sum of values in Step 3 and divide by value of Step 4

    Step 6: Take square root of value from Step 5

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    Chapter 2 - Report Categories Calibration Reports

    Enterprise Reporting Report Description Guide 17

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    Report Description

    The Calibration Report By Question allows you to obtain a greater degree of granularitythan in the Calibration Report when calibrating the scoring awarded by differentevaluators. This is achieved by comparing scoring data at the level of the individualquestion for a set of specific evaluations.

    You can select the questions on a form that an evaluation has been performed againstand a date range for the contacts. Using this information, the list of available contactswill be retrieved and you can select up the contacts to perform an analysis against. .

    The report shows:

    Evaluation form and version

    Number of evaluators.

    Contact.

    Evaluation form questions and responses.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved Reports window.

    Duplicate namesallowed.

    Select form to

    report on

    The name of the form from which you are

    collecting data.

    You must choose an

    option from thedrop-down list.

    Select formquestions toreport on

    Allows you to choose which question(s) onthe form should be included in the report.

    To select all questions, choose the Selectall option.

    You must choose atleast one question fromthe list.

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

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    Chapter 2 - Report Categories Calibration Reports

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    Report Sample

    Selectcontacts

    Allows you to select the contacts you wantto include in the report.

    Schedule torun report

    Indicates when the report should run.Your choices are:

    Immediately: Run this report

    immediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    You must choose onetype of schedule.Defaults to Immediately.

    Submit Click to run the report according to theschedule you have indicated.

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    Chapter 2 - Report Categories Configuration Reports

    Enterprise Reporting Report Description Guide 19

    2011 Verint Systems Inc. All Rights Reserved Worldwide. Confidential and Proprietary Information of Verint Systems Inc.

    Configuration Reports

    Configuration reports can be used to help you review settings for users, workspaces orcontact folders. The Configuration Reports available in Enterprise Reporting are:

    Administration Workspaces Report, page 19

    Contact Folder Configuration Report, page 21

    Administration User Report, page 23

    Administration Workspaces Report

    Report Description

    The Administration Workspaces Report displays configuration information for selectedworkspaces including workspace names, workstation names, workstation host names,telephones, and telephone extensions.

    The report includes:

    Enterprise Reporting Site name: ETL/ER site

    Site Name: The name of the site with the workstation (source site)

    Workspace name: The name that is assigned to the workspace within SysAdmin

    Workstation name and host name associated with the workspace

    Telephone name and extension associated with the workspace

    Report SelectionThe selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    CAUTION If you use this report with the Dynamic workspace feature enabled in QualityMonitoring, the data will not be accurate in Enterprise Reporting.

    Element Description Restrictions

    EnterpriseReporting SiteName

    Defined by user upon setup ( ETL/ER site) You must select at leastone site.

    Site The site for which the report will begenerated.

    You must select at leastone site.

    Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved and Scheduled Reports pane.

    Duplicate namesallowed.

    SelectWorkspace

    The name(s) that is assigned to theworkspace within SysAdmin.

    You can select multipleitems from the list.

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    Report Sample

    Schedule torun report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.

    Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    You must choose up toone kind of schedule.Defaults to Immediately.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Folder Configuration Report

    Report Description

    The Contact Folder Configuration Report shows configuration details for selected contactfolders.

    The report shows:

    Folder details, including name, description, owner, creation date, and structure

    Folder contact storage information

    Folder security for individuals and groups with Read, Modify, or Full Control

    Folder contacts, both online and offline

    Folder business rule names

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved and Scheduled Reports pane.

    Duplicate namesallowed.

    SelectContactFolder

    The name of the contact folder for whichyou are collecting data.

    Schedule torun report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    You must choose up toone kind of schedule.Defaults to Immediately.

    Submit Click to run the report according to theschedule you have indicated.

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    Report Sample

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    Administration User Report

    Report Description

    The Administration User Report displays configuration information about selected usersincluding user names, device login IDs, system login IDs and roles.

    The report includes:

    Site name with which the agents are associated

    User names: Agent's first and last name

    Device Login IDs: Login IDs and Extensions associated with the agent

    System Login IDs: Quality Monitoring Selective Recording Login ID for the agent

    Agent role as defined in Quality Monitoring Selective Recording

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved and Scheduled Reports pane.

    Duplicate namesallowed.

    Selectpersonnel

    The name(s) of the person/user for whichyou are collecting data.

    You can select multipleitems from the list.

    Sorting Sort by Agent's First Name or Last Nameand select the sort order.

    The default is to sort bylast name in ascendingorder.

    Schedule torun report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    You must choose up toone kind of schedule.Defaults to Immediately.

    Submit Click to run the report according to theschedule you have indicated.

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    Report Sample

    Contact Activity Reports

    The Contact Activity reports help you analyze the origination and storage of recordedcustomer contacts. You can review the frequency of blocked contacts, analyze recordedcontacts by agent, business rule, group, or supervisor, or view archive storage usage bycontact folder.

    These report on current recording activity and guide you to where they refine and tunethe user-facing functions such as the business rules.

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    The Contact Activity Reports available in Enterprise Reporting are:

    Agent Recording Detail Report, page 26

    Agent Recording Summary Report, page 30

    Block Monitor Report, page 32

    Contact Activity by Agent Detail Report, page 35

    Contact Activity by Agent Summary Report, page 38

    Contact Activity by Business Rule and Agent Detail Report, page 40

    Contact Activity by Business Rule and Agent Summary Report, page 43

    Contact Activity by Business Rule and Group Detail Report, page 45

    Contact Activity by Business Rule and Group Summary Report, page 48

    Contact Activity by Business Rule and Supervisor Detail Report, page 50

    Contact Activity by Business Rule and Supervisor Summary Report, page 53

    Contact Activity by Business Rule Detail Report, page 55

    Contact Activity by Business Rule Summary Report, page 56

    Contact Activity by Group Detail Report, page 59

    Contact Activity by Group Summary Report, page 62

    Contact Activity by Supervisor Detail Report, page 64

    Contact Activity by Supervisor Summary Report, page 67

    Contact Folder Archive Report, page 69

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    Agent Recording Detail Report

    Report Description

    The Agent Recording Detail Report allows you to retrieve information about the numberof contacts that have been recorded for each agent, and the number that have been

    evaluated.This allows you to assess whether the business rules are triggering an appropriatevolume of calls for the agent, and also to assess whether an appropriate selection ofthese are being evaluated. This information can be used to help tune the business rulesemployed in the system.

    The agents are chosen from a list along with the date range for the selected contacts.The report includes:

    Agent(s) name and Login ID.

    Extension associated with the contact.

    Contact name.

    Contact date.

    Contact duration.

    Evaluation flag, indicating whether an evaluation was performed.

    Evaluation form, if applicable.

    Evaluation score, if applicable.

    Evaluator name, if applicable.

    Calibration Evaluation indicator. This flag is set to mark evaluations that are notreal, or used for practice or testing.

    Report summary, including total recorded contacts and total evaluated contacts. .

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    NOTE Any evaluations in Quality Monitoring where the calibration flag is set totrue are excluded from the report.

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved Reports window.

    Duplicate namesallowed.

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    Selectpersonnel toreport on

    The eligible agents for whom you cangenerate the report. Choose from the listof agents.

    You must choose atleast one agent from thelist box.

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. If

    you enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Choose to sort in ascending ordescending order using the radio buttons.

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Runs the report according to the scheduleyou have indicated.

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    Report Sample

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    Evaluation Scoring Calculations

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    Agent Recording Summary Report

    Report Description

    The Agent Recording Summary Report provides summary data on the call activityinformation for all agents you choose to include in the report. If a person has no data

    within the selected criteria of the report, the report will display the person with valuezero.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved Reports window.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible agents for whom you cangenerate the report. Choose from the listof agents.

    You must choose atleast one agent from thelist box.

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range, e.g.,the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Choose to sort in ascending ordescending order using the radio buttons.

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    Report Sample

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.

    Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Runs the report according to the scheduleyou have indicated.

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    Block Monitor Report

    Report Description

    The Block Monitor Report provides a count of the number of contacts that have beenblocked by an agent. This is accomplished by selecting a set of agents from a list and a

    time period in which the contact was blocked.This report will display the agent name, the number of blocked calls, and a summary ofthe total number of blocked calls for all the agents in the report.

    Multiple sites can be chosen as part of the report definition. When multiple sites arespecified, the report shows the number of blocked calls per site and a total number forall sites selected for reporting. When multiple sites are selected, the report will displaysite name (instead of individual Agent Name) and number of calls for each site.

    If you generate the report for one site, the report will list blocked contacts by agent.

    If you generate the report for more than one site, the report will list blockedcontacts by site.

    Report SelectionThe selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The sites for which the report will begenerated.

    You must select at leastone site. You may selectmultiple sites.

    Report name A descriptive name to identify the savedreport. This report name is displayed on

    the Saved and Scheduled Reports pane.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible agents for whom you cangenerate the report. Choose from the listof agents.

    For a single site, youmust choose at leastone agent from the listbox. This parameter isnot available whenmultiple sites areselected.

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    Report Sample

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by Agent's firstname, Agent's last name, Number ofBlocked Calls and choose the sort order(ascending or descending).

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Runs the report according to the scheduleyou have indicated.

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    Contact Activity by Agent Detail Report

    Report Description

    The Contact Activity By Agent Detail Report allows you to summarize the number ofrecorded calls for each agent. You can select an agent or list of agents, a date range to

    report on, and a sorting scheme based on the agents first or last name.The information on the Contact Activity By Agent report will include the report name,the name of the agent, the date range for the report, and the date the report wassubmitted. Also, for each contact the contact name, date, and duration will also bedisplayed. After the list of contacts for each agent, there will be a summary section todisplay the number of calls recorded for that agent.

    This report allows you to generate a summary of recorded contacts for an agent,including:

    Agent(s) name.

    Agent ID.

    Contact name.

    Contact date.

    Contact duration.

    The report presents the chosen data in a three-column format. You can choose to reporton a single agent or multiple agents.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed onthe Saved Reports window.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible agents for whom you cangenerate the report. Choose from the listof agents.

    You must choose atleast one agent from thelist box.

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    Report Sample

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Use the radio buttons tochoose the sorting order (ascending ordescending).

    The default is to sort bylast name in ascendingorder.

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Activity by Agent Summary Report

    Report Description

    The Contact Activity by Agent Summary Report allows you to generate a summary ofrecorded contacts for an agent.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed on

    the Saved Reports window.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible agents for whom you cangenerate the report. Choose from the listof agents.

    You must choose atleast one agent from thelist box.

    Date rangefor report

    Indicates the date range the reportshould cover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific daterange. Enter a specific start date and

    a specific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Use the radio buttons tochoose the sorting order (ascending ordescending).

    The default is to sort bylast name in ascendingorder.

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    Report Sample

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.

    Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Activity by Business Rule and Agent Detail Report

    Report Description

    The Contact Activity By Business Rule and Agent Detail report allows you to summarizethe number of recorded calls for each agent for each business rule. You can select a

    business rule or list of business rules, and agent or list of agents, together with a daterange to report on, and a sorting scheme based on the agents first name or agents lastname.

    The information on the Contact Activity By Business Rule and Agent Detail report willinclude the report name, the name of the rule, the date range for the report, and thedate the report was submitted. For each contact the contact name, date, and durationwill also be displayed.

    The Contact Activity by Business Rule and Agent Detail Report summarizes the numberof recorded calls for a defined business rule handled by a particular agent. The reportshows:

    Agent name(s).

    Agent ID Business rule name(s).

    Contact name, date, and duration.

    Total recorded calls, during a specified time period, for the combination of agent(s)and business rule(s).

    Data displays in a columnar format.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible agents for whom you cangenerate the report. Choose from the listof agents.

    You must choose atleast one agent from thelist box.

    Select rule(s)to report on

    The eligible rules for which you canchoose to run the report. Choose from thelist of rules.

    You must choose atleast one rule from thelist box.

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    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of time ratherthan a specific date range, e.g., the last 2months.

    Absolute: Uses a specific date range.Enter a specific start date and a specificend date either by typing them into theappropriate boxes or by using theCalendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Choose to sort in ascending ordescending order using the radio buttons.

    The default is to sort bylast name in Ascendingorder.

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Report Sample

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    Contact Activity by Business Rule and Agent Summary Report

    Report Description

    The Contact Activity by Business Rule and Agent Summary Report summarizes thenumber of recorded calls for a defined business rule handled by a particular agent.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed in

    the Saved Reports list.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible agents for whom you cangenerate the report. Choose from the listof agents.

    You must choose atleast one agent from thelist box.

    Select rule(s)to report on

    The eligible rules for which you can chooseto run the report. Choose from the list ofrules.

    You must choose atleast one rule from thelist box.

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of time

    rather than a specific date range, e.g.,the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you must

    enter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by agent first orlast name. Choose to sort in ascending ordescending order using the radio buttons.

    The default is to sort bylast name in Ascendingorder.

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    Report Sample

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.

    Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Activity by Business Rule and Group Detail Report

    Report Description

    The Contact Activity By Business Rule and Group Detail Report allows you to summarizethe number of recorded calls against each business rule for the agents in a group. This

    summary is based on a selected group and the agents in the group.You can select a business rule or list of business rules, group or list of groups, and adate range to report on. You can sort the report by group name, agent's first name orlast name.

    The information contained in this report will include the report name, the name of therule, the name of the group, the name of the agent, the date range for the report, andthe date the report was submitted. For each contact the name, date, and duration willalso be displayed.

    After the list of contacts for each agent, there will be a summary section to display thetotal number of calls recorded for that rule/agent combination. After the last agent therewill be a summary section to display the number of calls recorded for that rule/groupcombination.

    The report shows:

    Group name(s).

    Agent names.

    Agent ID

    Contact name, date, and duration.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed onthe in the Saved Reports list.

    Duplicate namesallowed.

    Selectgroup(s) toreport on

    The name of the group(s) to report on. Select the group(s).

    Select rule(s)to report on

    The eligible rules for which you canchoose to run the report. Choose from thelist of rules.

    You must choose atleast one rule from thelist box.

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    Report Sample

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by group name,agent first name, or agent last name.Choose to sort in ascending or descendingorder using the radio buttons.

    The default is to sort bygroup name inascending order.

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Activity by Business Rule and Group Summary Report

    Report Description

    The Contact Activity by Business Rule and Group Summary Report summarizes thenumber of recorded calls for a defined business rule as handled by agents belonging to a

    particular group.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the saved

    report. This report name is displayed onthe in the Saved Reports list.

    Duplicate names

    allowed.

    Selectpersonnel/group(s) toreport on

    You can select the personnel to report on.The list contains the groups, and youmany select one or more groups in the listto report on.

    You must choose atleast one group fromthe list.

    Select rule(s)to report on

    The eligible rules for which you canchoose to run the report. Choose from thelist of rules.

    You must choose atleast one rule from thelist box.

    Date rangefor report

    Indicates the date range the report shouldcover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. If

    you enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by group name,agent first name, or agent last name.

    Choose to sort in ascending or descendingorder using the radio buttons.

    The default is to sort bygroup name inascending order.

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    Report Sample

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.

    Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Activity by Business Rule and Supervisor Detail Report

    Report Description

    The Contact Activity By Business Rule and Supervisor Detail report allows you tosummarize the number of recorded calls against each business rule for the agents in a

    team. This summary is based on a selected supervisor and the agents in their team.You can select a business rule or list of business rules, supervisor or list of supervisors,and a date range to report on. There is also the ability to sort the results of the report bysupervisors first name or last name.

    The information contained in this report will include the report name, the name of therule, the name of the supervisor, the name of the agent, the date range for the report,and the date the report was submitted. Also, for each contact the contact name, date,and duration will also be displayed.

    After the list of contacts for each agent, there will be a summary section to display thetotal number of calls recorded for that rule/agent combination. After the last agent therewill be a summary section to display the number of calls recorded for thatrule/supervisor combination.

    The report shows:

    Supervisor name(s).

    Agent names.

    Agent ID.

    Business rule name(s).

    Contact name, date, and duration.

    Summary totals, for a specified time period, show total recorded calls for:

    Business rule and agent combination.

    Business rule and supervisor combination.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed in

    the Saved Reports list.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible supervisors for whom you cangenerate the report. Choose from the listof supervisors.

    You must choose atleast one supervisorfrom the list box.

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    Select rule(s)to report on

    The eligible rules for which you canchoose to run the report. Choose from thelist of rules.

    You must choose atleast one rule from thelist box.

    Date rangefor report

    Indicates the date range the reportshould cover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific daterange. Enter a specific start date anda specific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. If

    you enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by supervisor firstname, or supervisor last name. Choose tosort in ascending or descending orderusing the radio buttons.

    The default is to sort bysupervisors last name.

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report at

    regular intervals as specified.Submit Click to run the report according to the

    schedule you have indicated.

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    Report Sample

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    Contact Activity by Business Rule and Supervisor SummaryReport

    Report Description

    The Contact Activity by Business Rule and Supervisor Summary Report summarizes thenumber of recorded calls for a defined business rule as handled by agents reporting to aparticular supervisor.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible supervisors for whom you cangenerate the report. Choose from the listof supervisors.

    You must choose atleast one supervisorfrom the list box.

    Select rule(s)to report on

    The eligible rules for which you canchoose to run the report. Choose from thelist of rules.

    You must choose atleast one rule from thelist box.

    Date range

    for report

    Indicates the date range the report should

    cover. Choose one of the following: Relative: Uses a period of time

    rather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific date range.Enter a specific start date and aspecific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose one

    type of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by supervisor firstname, or supervisor last name. Choose tosort in ascending or descending orderusing the radio buttons.

    The default is to sort bysupervisors last name.

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    Report Sample

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.

    Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Activity by Business Rule Detail Report

    Report Description

    The Contact Activity By Business Rule Detail Report allows you to summarize thenumber of recorded calls for each business rule. You can select a business rule or list of

    business rules, and a date range to report on.The information on the Contact Activity By Business Rule report includes the reportname, the name of the rule, the date range for the report, and the date the report wassubmitted. For each contact the contact name, date, and duration will also be displayed.After the list of contacts for each rule, there will be a summary section to display thenumber of calls recorded for that rule.

    The report shows:

    Business rule name(s).

    Contact name, date, and duration.

    Total recorded calls, during a specified time period, for the business rule(s).

    Report SelectionThe selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.

    Duplicate namesallowed.

    Select rule(s)to report on

    The eligible rules for which you canchoose to run the report. Choose from thelist of rules.

    You must choose atleast one business rulefrom the list box.

    Date rangefor report

    Indicates the date range the reportshould cover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific daterange. Enter a specific start date anda specific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

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    Report Sample

    Contact Activity by Business Rule Summary Report

    Report Description

    The Contact Activity by Business Rule Summary Report summarizes the number ofrecorded calls for a defined business rule.

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.

    Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Report Sample

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.

    Duplicate namesallowed.

    Select rule(s)to report on

    The eligible rules for which you canchoose to run the report. Choose fromthe list of rules.

    You must choose atleast one business rulefrom the list box.

    Date rangefor report

    Indicates the date range the reportshould cover. Choose one of the

    following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific daterange. Enter a specific start date anda specific end date either by typingthem into the appropriate boxes orby using the Calendar buttons.

    You must choose onetype of date range. If

    you enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Activity by Group Detail Report

    Report Description

    The Contact Activity By Group Detail Report allows you to summarize the number ofrecorded calls for each agent that is a member of a group. You can select a group or list

    of groups, a date range to report on, and a sorting scheme based on the group name,agents first name or agents last name.

    The information on the Contact Activity By Group report will include the report name,group name, name of each member agent in the group, date range for the report, andthe date the report was submitted. Also, for each contact the contact name, date, andduration will also be displayed.

    After the list of contacts for each agent, there will be a summary section to display thenumber of calls recorded for that agent. In addition, after each group section, there willbe a summary to display the total number of calls recorded for the agents of the group.

    The report shows:

    Group name.

    Agent name. Agent ID.

    Contact name, date, and duration.

    Total recorded calls, during specified time period, for each agent in the selectedgroup(s).

    Data displays in a five-column format.

    Report Selection

    The selection wizard will guide you through the various options for this report. Thefollowing are the elements and options that are available:

    Element Description Restrictions

    Site The site for which the report will begenerated.

    You must select a site.Single site only.

    Report name A descriptive name to identify the savedreport. This report name is displayed inthe Saved Reports list.

    Duplicate namesallowed.

    Selectpersonnel toreport on

    The eligible groups for whom you cangenerate the report. Choose from the listof groups.

    You must choose atleast one group fromthe list box.

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    Report Sample

    Date rangefor report

    Indicates the date range the reportshould cover. Choose one of the following:

    Relative: Uses a period of timerather than a specific date range,e.g., the last 2 months.

    Absolute: Uses a specific daterange. Enter a specific start date anda specific end date either by typingthem into the appropriate boxes or byusing the Calendar buttons.

    You must choose onetype of date range. Ifyou enter an absolutedate range, you mustenter the dates in theYYYY-MM-DD format.

    Sorting Determines how the data is sorted on thereport. Choose to sort by group name,agent first name, or agent last name.Choose to sort in ascending or descendingorder using the radio buttons.

    The default is to sort bygroup name inascending order.

    Schedule torun the report

    Indicates when the report should run.Your choices are:

    Immediately: Run this reportimmediately.

    Once: Runs the report one time only.Indicate the date (YYYY-MM-DD) andtime (HH:mm) that the report shouldbe run.

    Recurring: Runs the report atregular intervals as specified.

    Submit Click to run the report according to theschedule you have indicated.

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    Contact Activity by G