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Creating reports in One Net Call Centre
In this article
Read an overview of reports
Creating a report
Report parameters
About reports
Reports show you how your agents and queues are performing. You can create a range of reports. If you create the same reports regularly, you can set defaults for some common report parameters.
Your administrator sets which report templates you can use.
You can create reports of historical data or report in real-time. You can also schedule reports to run regularly.
Creating reports
To create reports 
- Select Reporting.
- From the Template list, select a template.
-
Enter and select the parameters for your chosen report.
The parameters vary depending on the template. The full list of report parameters is below.
- Select .
Report templates
Report templates give you a subset of report parameters, tailored to the type of report you are creating.
Types of report template
|
Template |
Purpose |
|---|---|
|
Agent Call Detail Report |
View a detailed list of every call handled by an agent. |
|
Agent Call Report |
View what types of calls were received or made by an agent including automatically distributed, incoming and outgoing calls. |
|
Agent Duration Report |
View how long an agent spends on different types of calls. |
|
Agent Activity Report |
View how agents used their time. See how much time they spend in different availability for calls. |
|
Agent Summary Report |
View and compare agent performance. See average and maximum durations during a specific time period. |
|
Agent Unavailability Report |
View an agent's unavailable time, including lunch, breaks and training. |
|
Agent Activity Detail Report |
View time-stamped events for all events by agent, including change state and answer call |
|
Agent Sign-in/Sign-out Report |
View time-stamped entries to reflect working time. |
|
Call Centre Call Detail Report |
Detailed list of every call handled by the call centre. |
|
Call Centre Incoming Calls Report |
See what happens to calls that arrive at a queue, including deflected and overflowed calls. |
|
Call Centre Report |
See what happens to calls that enter a queue, including how many are received, abandoned and escape from the queue. |
|
Call Centre Abandoned Call Report |
See the number of calls queued and abandoned for a specific queue. |
|
Call Centre Summary Report |
View trends for queued calls, including average wait time, average speed of answer and average abandonment. |
|
Call Centre Service Level Report |
See how the call centre complies with up to five service levels. |
|
Call Centre Overflow Matrix |
See whether calls are overflowing according to expectations. |
Report parameters
The report parameters you see depend on the type of report template you select.
Scope
Scope allows you to choose the subject of the report.
-
For agent reports
- To report on all agents, select All agents.
- To report on a specific agent, select , and then select an agent.
-
For queue reports
- To report on all queues, select All call centres.
- To report on a specific queue, select One Net Call Centre, and then select a queue.
- To report on specific phone numbers, select DNIS, and then select a queue and phone number.
Call completion
Call completion allows you to define the time period in seconds during which One Net Call Centre counts the number of automatically distributed calls completed by an agent.
Enter a time period from 1 to 7200 seconds.
Short duration
Short duration allows you to define the length of a short duration call.
Enter a length of time from 1 to 7200 seconds.
Service level
Service level allows you to define up to five time periods that are used in service level calculations for queue reports.
Enter lengths of time from 1 to 7200 seconds.
Service level options
allow you to choose the types of calls to include in service level calculations. You can select none, one or more options.
- To include calls transferred because they were waiting too long, select Include overflow time transfer in service level.
- To include calls transferred for other reasons, select Include other transfers in service level.
- To exclude all abandoned calls, select Exclude abandoned calls.
- To include all abandoned calls, select Include all abandoned calls.
- To include all calls abandoned after the entrance message has finished playing, select Include all abandoned calls except before entrance completes.
- To include all calls abandoned after a specific time interval, select Include abandoned calls except in defined interval.
Abandoned call interval
This setting applies only if you have selected Include abandoned calls except in defined interval.
Enter a length of time from 1 to 7200 seconds.
Service level percentage
Service level percentage allows you to specify the service-level objective, as a percentage of calls.
Service level objectives are goal thresholds you choose for your organisation. For example, you could have a goal to answer 90% of calls within 30 seconds.
Enter a percentage from 1 to 99. You don't need to include the percent symbol.
Type, Start date, End date, Start time and End time
Type allows you to select the type of report.
- To report historical data, select Historical, and then choose a start and end date and time.
- To report real-time data, select Real time, and then choose a start date and time. Real-time reports run from the start time to the current time, and are refreshed with real-time data.
- To schedule reports for the future, select Scheduled, and then choose parameters for future reports.
- Enter dates in the format MM/DD/YYYY, or select dates from the calendar.
- Enter times in the format hh:mm.
- Select 24-hr, AM or PM with the Hour selection type option.
Sampling
Sampling allows you to choose the time resolution for reports. For example, if you choose hourly, the report shows information for each hour of the total time.
Output Format
Output format allows you to choose HTML, PDF or XLS format for reports.
If you choose HTML or PDF, the report is displayed in the Report window. If you select XLS, you can then save the file.
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