Reports overview

Enterprises typically generate huge amounts of data on a daily basis. The key to effective management and optimization is to connect to the right data at the right time. The Workforce Optimization suite’s reporting application, based on Microsoft’s SQL Server Reporting Services Server role in the Data Center that provides reporting services for Workforce Management (WFM), Scorecards, eLearning, Coaching, Customer Feedback, Interactions and Speech Analytics products. (SSRS), provides an easy and scalable mechanism to monitor and analyze the performance and effectiveness of call center operations.

Review the key features and functionality of the reporting application:

Predefined report templates

Choose from an extensive library of report templates that address key areas of quality, productivity, and customer experience. These predefined report templates give you easy access to the most useful views of enterprise data. Alternatively, you can always tweak the default settings to focus on the parameters of interest to your business.

Reporting workspace Area within an application window where the user interacts with the program.

The Requests & Results reporting workspace separates report setup and configuration from report management through the Parameters and Instances tabs respectively. Create new reports in the Parameters tab, and manage existing reports through the Instances tab.

Exposure to report data

The report types you can view, and the data you are exposed to, depend on the roles and privileges assigned to you.

Ad Hoc reporting

In addition to the report templates, create customized reports using the objects in the reporting package as building blocks. Ad Hoc reporting exposes all the objects in the reporting package, such as interactions, contacts, evaluations, assessments, flags Tracking mechanism in the Interactions and Analytics application that marks interactions and evaluations, to indicate that these entities need further attention and follow-up actions., categories, custom data, and conditional custom data.

Ad Hoc reporting is available with a valid license.