Introduction to Interaction Reporting. www.inin.com ©2012 Interactive Intelligence Group Inc. After watching the video go to the ININ University website.

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Presentation transcript:

Introduction to Interaction Reporting

©2012 Interactive Intelligence Group Inc. 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. ININ University - Labs

©2012 Interactive Intelligence Group Inc. 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 Interaction Reporting

©2012 Interactive Intelligence Group Inc. Overview

©2012 Interactive Intelligence Group Inc. Add a New View to the Workspace

©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.

©2012 Interactive Intelligence Group Inc. 1.Double-click a report 2.Add parameters 3.Configure Parameters 4.Show Count 5.Run Report Run a Report

©2012 Interactive Intelligence Group Inc. Report filters can be saved under each report in the Navigation Pane. Running a report from a saved filter

©2012 Interactive Intelligence Group Inc. Report Viewer toolbar TOC Print Copy Find Single Page View Multiple Page View Continuous Scroll Zoom In/Out Next/Previous Page Backward/Forward Annotations Refresh

©2012 Interactive Intelligence Group Inc. Formatted data can be exported to the following formats: Excel HTML PDF RTF Text Unformatted data can be exported to: CSV format Exporting Report Data

©2012 Interactive Intelligence Group Inc. Historical Reports

©2012 Interactive Intelligence Group Inc. Choose New View Choose Historical Reports Select a Report Run Report Enter Report Parameters Run a Historical Report

©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

©2012 Interactive Intelligence Group Inc. Interaction Report Assistant

©2012 Interactive Intelligence Group Inc. Interaction Report Assistant Query

©2012 Interactive Intelligence Group Inc. Interaction Report Assistant Query

©2012 Interactive Intelligence Group Inc. Interaction Report Assistant Query

©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

©2012 Interactive Intelligence Group Inc. Service Level and Abandonment Reports Queue Period Statistic Response (Accumulative Percentage) Queue Period Statistic Abandon (Accumulative Percentage)

©2012 Interactive Intelligence Group Inc. Service Level and Abandonment Reports Distribution Queue Performance (Queue by Date)

©2012 Interactive Intelligence Group Inc. Agent Reports (Supervisor) Agent Availability Detail/Summary

©2012 Interactive Intelligence Group Inc. Agent Reports Agent Performance Detail for Queue (Supervisor) User Call Detail

©2012 Interactive Intelligence Group Inc. Agent Reports (Supervisor) User Call Detail

©2012 Interactive Intelligence Group Inc. Wrap Up Code Reports Wrap-up Code Interaction Detail by Date

©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.

©2012 Interactive Intelligence Group Inc. Labs You will now go through self paced exercises

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

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