On May 27th, ComputerTalk presented our latest Slice of ice webinar: Go Beyond the Basics of iceReporting. During this session, ComputerTalk’s Training and Documentation specialist, Diane Vasquez, discussed:

• User ADR Folder
  
  • Logon Report
  • Queued Contact Transfer Report
• CDR Folder
  
  • Abandoned Contact Report
• Interval Folder
  
  • Non-Queued Contact Report
  • Team Performance Report
• Enhanced User Performance Reports folder
  
  • User Total Activity Summary Report
  • User and Queue Activity Contact Summary Report
  • User by Queue Activity Call Summary Report
  • Queue User Activity Report
  • Team Queue Activity Contact Summary Report
• Reporting Tips

Click here to watch the full recording or read on for a summary.

User ADR Folder

The User ADR – Activity Detail Record – Folder contains reports showing detailed user activity information. In this folder, data is retained for 90 days.

Logon Report

Use case: This report can be used to investigate coverage or staffing concerns.

Report overview: The Logon Report shows when a user logged on or off, as well as the total duration logged on, all broken down by queue. It is useful for identifying user behaviour patterns, helping managers or supervisors see when users were logged into specific queues and how long they were available to receive contacts from those queues.

Queued Contact Transfer Report

Use case: Supervisors can use the report to investigate call handling, confirm that contacts were routed correctly, and identify transfer patterns within a queue.

Report overview: The Queued Contact Transfer Report shows details on every queued call or contact that is transferred, including both internal transfers (such as to another contact center user or queue) and external transfers (such as to an outside number). The information shown includes time of transfer, user who performed it, the queue from which the contact came, the transferred destination, and the contact ID assigned to the contact.

CDR Folder

The CDR – or Contact Detail Record – Folder contains detailed contact information. In this folder, data is retained for 90 days.

Abandoned Contact Report

Use case: This report can be used to identify potential application usability problems.

Report overview: The Abandoned Contact Report provides detailed information on each contact that abandoned their interaction (hung up before being connected to an agent) in workflow, in queue, or in an agent’s personal access queue (PAQ).

When the report parameter is set to Full Detail, you can view additional contact-level information, including the DNIS, ANI Name, ANI Number, date and time of contact creation, the release reason, Contact ID, Contact Type, and Contact Duration. The contacts are also grouped by DNIS, making it easier to review contact activity for each DNIS separately and see the totals at a glance. Since Full Detail reports provide more detailed information, larger date ranges result in longer reports. For this reason, we recommend running Full Detail reports for shorter time periods.

Alternatively, you can view reports in Limited Detail or Summary Only formats, depending how much information you want to see.

Interval Folder

The interval folder contains user, queue, workflow, LOB (line of business) code, and trunk reports. Retention periods for these reports depends on the type of data selected.

• Interval data provides one statistic every 15 minutes and has a retention period of 90 days.
• Daily data provides one statistic per day and has a retention period of 1 year
• Weekly data provides one statistic per week and has a retention period of 3 years
• Monthly data provides one statistic per month and has a retention period of 5 years
• Yearly data provides one statistic per year and has a retention period of 50 years

Non-Queued Contact Report

Use case: Supervisors can use this report to gain a fuller picture of a user’s overall activity, especially if they handle both queued and non-queued contacts throughout the day.

Report overview: In the Non-Queued Contact Report you can see each user’s logon duration and any calls that were directly transferred to the user rather than originating from a queue. You can also see any outbound calls they’ve placed and any internal calls placed between users. You can see these statistics for emails and IMs as well if you have them set up in your contact center.

Team Performance Report

Use case: This is a very informative report for supervisors wanting to monitor a team’s productivity.

Report overview: In the Team Performance report, you can see statistics for a whole team. These include how many queued calls the team has received, their total logon duration, total queue call time, outbound calls they’ve made, queued calls unanswered, total Ready and Not Ready time, and Not Ready Reason breakdown.

Enhanced User Performance Reports Folder

In the Enhanced User Performance Reports Folder, there are several sub-folders. We will review one report from each. Many of these reports capture similar statistics, but the information is often presented in a different layout or format. Therefore, your report choice will depend on the layout you prefer, how you want to review the data, or what makes the information easiest for your team to understand.

User Reports – User Total Activity Summary Report

Use case: This report is useful for getting a high-level view of each user’s productivity and availability over a selected date range.

Report overview: The User Total Activity Summary Report will show statistics for each user, including their alerting time, queued and direct calls received, transferred calls received, total wrap-up and holding time, any outbound calls made, consultation calls made, conferenced calls made, blind transfer calls made, calls unanswered, total Ready and Not Ready time, monitoring time, and logon duration.

User and Queue Reports – User and Queue Activity Contact Summary Report

Use case: This report is helpful for showing the distribution of a user’s activity across queues.

Report overview: The User and Queue Activity Contact Summary Report includes many of the same statistics from the User Total Activity Summary Report, but it excludes Ready time, Not Ready time, and monitoring time. The main difference with this report is that the data is broken down by the user’s assigned queues, allowing you to see how the user’s activity is distributed across each queue they are assigned to.

User by Queue Reports – User by Queue Activity Call Summary Report

Use case: This report is helpful when you’re looking for specific information, such as a certain user’s activity for a specific day and queue.

Report overview: The User by Queue Activity Call Summary Report again shows similar statistics to the past two reports we reviewed. In this report, the statistics are still divided by user and by queue, but this report breaks the information down per day.

Queue User Reports – Queue User Activity Report

Use case: This report is helpful for comparing how users are performing within a specific queue and reviewing daily queue activity by user.

Report overview: Rather than starting with the user, the Queue User Activity Report is organized by queue, then by user, and then by day. This allows you to review relevant queue statistics for a specific day while still seeing the breakdown of activity for each user within the queue.

Team Reports Folder – Team Queue Activity Contact Summary Report

Use case: This report can help you better understand how users are spending their time across their team and queue activity.

Report overview: The Team Queue Activity Contact Summary Report is helpful when you want to review activity at the team level. It is broken down by day, and you can see which users had the listed statistics for each day. In addition to showing similar statistics to the previous reports we reviewed, it includes occupancy percentages, both including and excluding wrap-up state.

Reporting Tips

1. Configure Your Address Book in Advance

When working with scheduled reports, it can be helpful to configure your Address Book ahead of time if there are people you regularly send reports to, such as supervisors, managers, team leads, or anyone else who needs to receive reporting data on a regular basis. Instead of manually entering email addresses each time you schedule a report, you can save those recipients as contacts in your Address Book.

You can also organize them into groups, which is helpful if you have the same set of people receiving the same reports on a recurring basis. For example, if you have a group of supervisors who need to receive a daily queue report every morning, you can create a group in the Address Book for those supervisors and then select that group as the recipient when setting up a scheduled report. This helps make the process faster and helps reduce errors, such as forgetting to include someone, entering an email address incorrectly, or sending the report to the wrong person.

2. Do a Test Run of Your Scheduled Reports

When setting up a scheduled report, it is helpful to do a test run after you’ve finished configuring it rather than waiting for the scheduled date and time to arrive. This allows you to confirm the reports is working the way you expect it to and catch any setup issues and address them immediately. You can manually trigger a scheduled report by going to Run Information and selecting Run Now.

3. Use a Naming Convention

Since reports are communal in iceReporting, your saved reports can be seen and accessed by other users who have the proper permissions. Therefore, as more people begin creating reports, the report list can become harder to navigate if the report names are too general or inconsistent. A naming convention can help keep reports organized and easy for users to navigate.

You may want to start the report name with the team, role, department, or purpose of the report, ensuring that similar reports are grouped together in the list, which makes them easier to scan. A clear naming convention can help show who the report is for and what type of data it contains. This is especially helpful in environments where multiple users are creating or managing reports, as it reduces confusion and keeps the report library organized.

4. Save Reports You May Need Later

Depending on the report type or the type of data being pulled, report data may only be available for a certain period of time (such as 90 days). Therefore, if there is a report that you know may be important later, it is a good idea to export it and save a copy before that retention period passes. This is especially helpful for reports that may be used for audits, performance reviews, monthly or quarterly tracking, or general record keeping.

5. Use a Range for Multiple Users or Queues

When selecting users to report on, there is a limit to how many individual users you can select, which is alright if you have only a few users you want to report on. However, if you need to include many users, it may be easier to use the Range option instead.

To do this, enter the starting user ID In the Begin field and the ending user ID in the End field. The report will then include any users whose user IDs fall within that range. This helps make reporting faster and more convenient.

6. Schedule Reports to Run After the Selected Report Period is Over

For certain reports, there is a parameter called Report Type, which determines how the data is grouped in the report—Interval, Daily, Weekly, Monthly, and Yearly. When scheduling these reports, keep in mind that the selected report period needs to be complete before the report can show the full data. For example, if you select a Daily report because you want to see today’s data, you would need to schedule the report to run tomorrow—after today has ended so that the report has all the data it needs. The same concept applies to the other report types. Running reports after the selected report period has ended helps ensure the report includes the complete data for the selected timeframe.

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