Reporting and Interaction Reporter

The following reporting features are new in Interaction Center 4.0 SU4.

Report Management 

Administrators or users with the appropriate rights can now use Report Management in Interaction Administrator to modify, export, and re-import metadata from Interaction Reporter reports. Report Management allows them to modify basic report properties and import new reports or custom reports that were developed using Visual Studio. Note that development of custom reports requires Active Reports 6, which is available from Grape City.

Scheduled Reports Support for Interaction Reporter

Scheduled Reports now allows scheduling of Interaction Reporter reports.

Enhanced Version of the Interaction Details API in IceLib

The Interaction Details API in IceLib includes enhancements to allow individual segments to be examined. Previously, only the interaction details were viewable, and not the segments. Each segment now includes information about the workgroup, all parties involved, and other basic information such as the segment type, duration, and disposition.

New Quality Management Calibration Reports

These new reports show scoring variations that are based on the overall score of the same recording. The reports provide the ability to report on variations within question groups and at the individual question level to determine the root cause of scoring variations. 

Trending calibration results provide contact centers with data to determine progress in calibration and ongoing sustainment of the range level of calibration (i.e., scores within 3 - 5% score variation). 

These three calibration reports are new:

•  Calibration Question Group Details

•  Calibration Recording Summary

•  Calibration Details

See the ‘Sample Reports for Interaction Reporter’ document for additional details and screenshots of these new reports.

New Dialer Reports

Interaction Reporter includes the following new Interaction Dialer reports:

•  Dialer Campaign Success Results

•  Dialer Campaign Disposition Summary

•  Dialer Agent Utilization Summary

•  Dialer Call Analysis Report

•  Dialer Call History Report

See the ‘Sample Reports for Interaction Reporter’ document for additional details and screenshots of these new reports.