Listing of standard reports and exports
Introduction
This article aims to list and describe the standard reports and exports available in the reporting tool of Nixxis Contact Suite.
Several export formats are possible :
- Word
- Excel
- Powerpoint
- PDF
- TIFF file
- MHTML (web archive)
- CSV (comma delimited)
- XML file with report data
- Data Feed
Standard reports
1.1 Listing Agents
The "agent list report" provides the user with an overview of the list of accounts including the number of teams, skills and languages associated to each account.
1.2 Listing Campaigns
The "campaigns list report" provides the user with the list of campaigns including activities as well as the number of inboud, outbound, mail and chat activities per campaign.
1.3 Export All chat contacts
The "export all chat contacts report" provides the user with a list of all chat contacts including the contact date and time.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the contact state
1.4 Export all inbound contacts
The "export all inbound contacts report" provides the user with a list of all inbound contacts including contact date and time.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the contact state
1.5 Export all mail contacts
The "export all mail contacts report" provides the user with a list of all mail contacts including contact date and time.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the contact state
1.6 Export all outbound contacts
The "export all outbound contacts report" provides the user with the list of all outbound contacts including contact date and time.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the contact state
1.7 Agent disposition overview report
The "agent disposition overview report" provides the user with an overview of all qualified contacts per agent.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the contact state
1.8 Agent state by date report
The "agent state by date report" provides the user with a detailed day-to-day overview of states per agent for a defined time range. For each state, the total number of events, the total duration, the average duration, the maximum duration and the percentage of duration are displayed. This data provides the user with an overview of the segmentation of all states over the defined time. If multiple agents are selected, a summary report for all agents is displayed following the individual reports.
The following parameters are required for this report :
• Specification of date range
• Selection of the agent(s)
1.9 Agent state details report
The "agent state details report" provides the user with a detailed overview of all states during the defined time frame. A report is generated for each selected agent. The user will find in this report information regarding login/ logout events, pauses and activities.
The following parameters are required for this report :
• Specification of date range
• Selection of the agent(s)
1.10 Agent state distribution report
The "agent state distribution report" provides the user with a detailed view of how the different agent states are distributed per hour during the defined time range. A report is generated for each selected agent. This report shows when an agent is busiest during the day (or during their shift).
The following parameters are required for this report :
• Specification of date range
• Selection of the agent(s)
1.11 Agent state overview report
The "agent state overview report" provides the user with an overview of the states per agent during the defined time frame. A report is generated for each selected agent. The user will find in this report specific information concerning the following events ; login, pause, waiting, online, wrapup, logout and worktime of the agent.
The following parameters are required for this report :
• Specification of date range
• Selection of the agent(s)
1.12 Appointment by date
The "appointment by date report" provides the user with an overview of the number of appointments by date. A report is generated for each selected member.
The following parameters are required for this report :
• Specification of date range
• Selection of the context
• Selection of the member(s)
1.13 Appointment by member
The "appointment by member report" provides the user with an overview of the number of appointments per member during the defined time frame.
The following parameters are required for this report :
• Specification of date range
• Selection of the context
• Selection of the member(s)
1.14 BC inbound by date report
The "inbound by date report" provides the user with a general overview of the number of contacts and their duration for a given time range, grouped by day.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.15 BC inbound contact distribution report
The "inbound contact report" provides the user with a detailed view of the number and duration of the various inbound contacts broken down by hour during the defined time range. This report shows when the activity is most in demand during the day (or during the working shift).
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.16 BC inbound details report
The "inbound detail report" provides the user with a detailed overview of all states for the given time frame. Specific information about the top three agents and top three queues is also displayed in the report. A summary is generated for each commercial campaign.
The following parameters are required for this report :
• Specification of date range
• Selection of the shift
• Selection of the campaign(s)
• Selection of the activity(ies)
1.17 BC inbound overview report
The "inbound overview report" provides the user with an overall overview for the given time range.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
1.18 BC inbound SLA distribution report
The "inbound SLA distribution report" provides the user with an overview of the SLA(s) per hour during the defined time frame.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
• Selection of the SLA
• Insert the desired KPI
• Hour split - Possibility to split in an hourly basis, half an hour, 20 minutes, 15 minutes and 10 minutes
1.19 BC inbound topic detail by agent report
The "inbound topic detail by agent report" provides the user with a detailed overview of all topics, for all selected activities and for the defined time range. This report also shows the number of topic treated per agent.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.20 BC inbound topic detail report
The "inbound topic detail report" provides the user with a detailed overview of all topics, for all selected activities and for the defined time frame. A separate report is generated for each selected campaign.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.21 BC outbound by date report
The "outbound by date report" provides the user with an overview of all outbound contact events and their duration for a given time range, grouped by day.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.22 BC outbound contact distribution report
The "outbound contact distribution report" provides the user with a detailed view of how the various contact states are distributed per hour during the defined time range. A report is generated for each selected activity. This report shows when an activity is most active during the day.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.23 BC outbound details report
The "outbound detail report" provides the user with a detailed overview of all outbound contact states for the given time range. A report is generated for each selected activity. A summary is generated for each outbound activity.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.24 BC outbound overview report
The "outbound overview report" provides the user with a detailed overview of all outbound activities for all selected campaigns and activities for a given time range. This report provides general information such as the number of calls or the distribution between the different contact states for each outbound activity.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
1.25 BC outbound topic detail by agent report
The "outbound topic detail by agent report" provides the user with a detailed overview of all topics, for all selected activities and for the defined time range. This report also shows the agent who has trated each contact.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.26 BC outbound topic detail report
The "outbound topic detail report" provides the user with a detailed overview of all topics, for all selected activities and for the defined time frame.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.27 BC outbound topic overview report
The "outbound topic overview report" provides the user with an overview of all topics, for all selected activities and for the defined time frame.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.28 BC outbound trial details distribution report
The "outbound trail detail distribution report" provides the user with a detailed view of the number of attempts and ratio per state, distributed per hour during the defined time range. A report is generated for each selected activity.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.29 BC progress report
The "progress report" provides the user with the progress information of the campaign records as well as the status of treated records.
The following parameters are required for this report :
• Selection of the campaign(s)
1.30 BC disposition detail by activity report
The "disposition detail by activity report" provides the user with a detailed overview of all qualified and unqualified contacts per campaign.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
1.31 BC disposition detail report
The "disposition detail report" provides the user with a detailed overview of all qualified and unqualified contacts for each campaign.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the disposition(s)
1.32 BC disposition overview report
The "disposition overview report" provides the user with a detailed overview of all qualified contacts with a segmentation by disposition value (Positive, Negative, Neutral or Argued) per campaign.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
1.33 Chat by date report
The "chat by date report" provides the user with an overview of all chats received, handled and their duration for a given time frame, grouped by day.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.34 Chat details report
The "chat details report" provides the user with a detailed overview of all received and processed chats per status during the defined time frame. A separate report is generated for each selected campaign.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.35 Chat overview report
The "chat overview report" provides the user with an overview of all received and handled chats per status during the defined time frame. A separate report is generated for each selected campaign.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
1.36 Consultation summary by destinations
The "consultation summary by destinations report" provides the user with a detailed overview for each destination consulted.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.37 IVR information menu by contact state
The "IVR information menu by contact state report" gives an overview of the number per contact state of the different IVR menus.
The following parameters are required for this report :
• Specification of date range
• Selection of the activity(ies)
1.38 IVR information menu by details
The "IVR information menu by details report" gives a detailed overview of the number of contacts who made choices from the various IVR menus.
The following parameters are required for this report :
• Specification of date range
• Selection of the activity(ies)
1.39 Mail by date report
The "mail by date report" provides the user with an overview of all received and processed mails and their duration for a given time range, grouped by day.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.40 Mail overview report
The "mail overview report" provides the user with an overview of all received and processed emails per status during the defined time frame. A separate report is generated for each selected campaign.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Selection of the activity(ies)
1.41 Mail SLA by date report
The "mail SLA by date report" gives an overview of the SLA of mails by date.
The following parameters are required for this report :
• Specification of date range
• Selection of the campaign(s)
• Insert desired KPI
1.42 Manual call by agent detailed report
The "manual call by agent detailed report" provides a detailed overview of each manual call as well as the duration per communication states per agent.
The following parameters are required for this report :
• Specification of date range
• Selection of the agent(s)
Standard exports
2.1 Outbound voice contacts (filtered by date, contact state and campaign)
The "outbound voice contacts export" provides the user with all the raw data in a single table. The data is based on all outbound voice contacts for all selected campaigns and for the defined time frame. Once the data is exported to Excel, a separate sheet is created for each campaign with the required activities.
The following parameters are required for this export :
• Specification of date range
• Selection of the contact state(s)
• Selection of the campaign(s)
2.2 Mail contacts (filtered by date, contact state and campaign)
The "mail contacts export provides" the user with all the raw data in a single table. The data is based on all mail contacts for all selected campaigns and for the defined time frame. Once the data is exported to Excel, a separate sheet is created for each campaign with the required activities.
The following parameters are required for this export :
• Specification of date range
• Selection of the contact state(s)
• Selection of the campaign(s)
2.3 Inbound voice contacts (filtered by date, contact state and campaign)
The "inbound voice contacts export" provides the user with all the raw data in a single table. The data is based on all inbound voice contacts for all selected campaigns and for the defined time frame. Once the data is exported to Excel, a separate sheet is created for each campaign with the required activities.
The following parameters are required for this export :
• Specification of date range
• Selection of the contact state(s)
• Selection of the campaign(s)
2.4 Chat contacts (filtered by date, contact state and campaign)
The "chat contacts export" provides the user with all the raw data in a single table. The data is based on all chat contacts for all selected campaigns and for the defined time frame. Once the data is exported to Excel, a separate sheet is created for each campaign with the required activities.
The following parameters are required for this export :
• Specification of date range
• Selection of the contact state(s)
• Selection of the campaign(s)
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