Introduction to Interaction Reporting ININ University Labs After
Introduction to Interaction Reporting
ININ University - Labs After watching the video go to the ININ University website and complete self-paced exercises/labs Use your log-in and password provided to you when you registered for the course. www. inin. com © 2012 Interactive Intelligence Group Inc.
Interaction Reporting • Topics: o Interaction Center Business Manager o Interaction Reporter Reports o Historical Reports o Interaction Report Assistant o Open Interaction Report Assistant Query o Top Contact Center Reports o Utilizing Help www. inin. com © 2012 Interactive Intelligence Group Inc.
Overview www. inin. com © 2012 Interactive Intelligence Group Inc.
Add a New View to the Workspace www. inin. com © 2012 Interactive Intelligence Group Inc.
Interaction Reporter Reports Interaction Reporter is an IC Business Manager application that allows you to run pre-defined reports, simply using filters to configure report parameters. www. inin. com © 2012 Interactive Intelligence Group Inc.
Run a Report 1. Double-click a report 2. Add parameters 3. Configure Parameters 4. Show Count 5. Run Report www. inin. com © 2012 Interactive Intelligence Group Inc.
Running a report from a saved filter Report filters can be saved under each report in the Navigation Pane. www. inin. com © 2012 Interactive Intelligence Group Inc.
Report Viewer toolbar TOC Copy Print Single Page View Continuous Scroll Backward/Forward Annotations Find Multiple Page View Zoom In/Out Next/Previous Page Refresh www. inin. com © 2012 Interactive Intelligence Group Inc.
Exporting Report Data Formatted data can be exported to the following formats: • • • Excel HTML PDF RTF Text Unformatted data can be exported to: • CSV format www. inin. com © 2012 Interactive Intelligence Group Inc.
Historical Reports www. inin. com © 2012 Interactive Intelligence Group Inc.
Run a Historical Report • Choose New View • Choose Historical Reports • Select a Report • Run Report • Enter Report Parameters www. inin. com © 2012 Interactive Intelligence Group Inc.
Interaction Report Assistant 1. Choose New View 2. Choose New Interaction Report Assistant 3. Select pre-defined package 4. Select layout 5. Determine fields to display 6. Select users or workgroups 7. Set up filters 8. Verify Report preferences 9. Run Report www. inin. com © 2012 Interactive Intelligence Group Inc.
Interaction Report Assistant www. inin. com © 2012 Interactive Intelligence Group Inc.
Interaction Report Assistant Query www. inin. com © 2012 Interactive Intelligence Group Inc.
Interaction Report Assistant Query www. inin. com © 2012 Interactive Intelligence Group Inc.
Interaction Report Assistant Query www. inin. com © 2012 Interactive Intelligence Group Inc.
Service Level and Abandonment Reports • Queue Period Statistic Response (Accumulative Percentage) • Queue Period Statistic Abandon (Accumulative Percentage) • Distribution Queue Performance (Queue by Date) Billing Reports • Distribution Queue Performance (Queue by Date by Interaction Type) Agent Reports • (Supervisor) Agent Availability Detail/Summary • Agent Performance Detail for Queue • (Supervisor) User Call Detail Wrap Up Code Reports • Wrap-up Code Interaction Detail by Date www. inin. com © 2012 Interactive Intelligence Group Inc.
Service Level and Abandonment Reports • Queue Period Statistic Response (Accumulative Percentage) • Queue Period Statistic Abandon (Accumulative Percentage) www. inin. com © 2012 Interactive Intelligence Group Inc.
Service Level and Abandonment Reports • Distribution Queue Performance (Queue by Date) www. inin. com © 2012 Interactive Intelligence Group Inc.
Agent Reports • (Supervisor) Agent Availability Detail/Summary www. inin. com © 2012 Interactive Intelligence Group Inc.
Agent Reports • Agent Performance Detail for Queue • (Supervisor) User Call Detail www. inin. com © 2012 Interactive Intelligence Group Inc.
Agent Reports • (Supervisor) User Call Detail www. inin. com © 2012 Interactive Intelligence Group Inc.
Wrap Up Code Reports • Wrap-up Code Interaction Detail by Date www. inin. com © 2012 Interactive Intelligence Group Inc.
Utilizing Help files Only one ways to access Help : Click on Help in the toolbar in the right hand corner of the client. In the Menu Bar, click Help, then either Show Help, About Home, Etc. www. inin. com © 2012 Interactive Intelligence Group Inc.
Labs You will now go through self paced exercises https: //university. inin. com/Content/VLC/Reporting_Intro. Lab/index. html www. inin. com © 2012 Interactive Intelligence Group Inc.
THIS CONCLUDES THE INTRODUCTION TO REPORTING TRAINING. IF YOU HAVE ANY QUESTIONS PLEASE CONTACT US USING THE ETRAINER EMAIL ADDRESS.
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