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

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.

Running a report from a saved filter Report filters can be saved under each

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

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.

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.

Agent Reports • (Supervisor) Agent Availability Detail/Summary www. inin. com © 2012 Interactive Intelligence

Agent Reports • Agent Performance Detail for Queue • (Supervisor) User Call Detail www.

Agent Reports • (Supervisor) User Call Detail www. inin. com © 2012 Interactive Intelligence

Wrap Up Code Reports • Wrap-up Code Interaction Detail by Date www. inin. com

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.

THIS CONCLUDES THE INTRODUCTION TO REPORTING TRAINING. IF YOU HAVE ANY QUESTIONS PLEASE CONTACT US USING THE ETRAINER EMAIL ADDRESS.