IC Business Manager * Interaction Supervisor & Interaction

Report
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.
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©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
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©2012 Interactive Intelligence Group Inc.
Overview
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Add a New View to the Workspace
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©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.
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©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
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©2012 Interactive Intelligence Group Inc.
Running a report from a saved filter
Report filters can be saved under each report in the
Navigation Pane.
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©2012 Interactive Intelligence Group Inc.
Report Viewer toolbar
Continuous Scroll
TOC
Print
Single Page View
Backward/Forward
Annotations
Copy
Find
Multiple Page View
Zoom In/Out
Next/Previous Page
Refresh
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©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
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©2012 Interactive Intelligence Group Inc.
Historical Reports
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©2012 Interactive Intelligence Group Inc.
Run a Historical Report
• Choose New View
• Choose Historical Reports
• Select a Report
• Run Report
• Enter Report Parameters
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©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
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©2012 Interactive Intelligence Group Inc.
Interaction Report Assistant
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©2012 Interactive Intelligence Group Inc.
Interaction Report Assistant Query
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©2012 Interactive Intelligence Group Inc.
Interaction Report Assistant Query
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Interaction Report Assistant Query
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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
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©2012 Interactive Intelligence Group Inc.
Service Level and Abandonment Reports
• Queue Period Statistic Response (Accumulative Percentage)
• Queue Period Statistic Abandon (Accumulative Percentage)
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©2012 Interactive Intelligence Group Inc.
Service Level and Abandonment Reports
• Distribution Queue Performance (Queue by Date)
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©2012 Interactive Intelligence Group Inc.
Agent Reports
• (Supervisor) Agent Availability Detail/Summary
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©2012 Interactive Intelligence Group Inc.
Agent Reports
• Agent Performance Detail for Queue
• (Supervisor) User Call Detail
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©2012 Interactive Intelligence Group Inc.
Agent Reports
• (Supervisor) User Call Detail
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©2012 Interactive Intelligence Group Inc.
Wrap Up Code Reports
• Wrap-up Code Interaction Detail by Date
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©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.
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©2012 Interactive Intelligence Group Inc.
Labs
You will now go through self paced exercises
https://university.inin.com/Content/VLC/Reporting_IntroLab/index.html
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©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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