Reporting & Analytics

overview reporting & analytics provides supervisors and administrators with access to a wide range of historical data and performance metrics for the contact center these reports are essential for tracking kpis, monitoring agent performance, understanding campaign effectiveness, and making data driven business decisions how it works the system continuously collects data on every interaction and agent activity users with the appropriate permissions can access a dedicated reports module here, they can select from a list of standard reports (e g , agent performance, call detail report, queue performance), filter them by various parameters, and then view the results on screen or export them prerequisites the user must have supervisor or administrator permissions the required report must be assigned to the supervisor by an administrator configuration steps add a custom report (administrator) location administrator > reports > home > report list action click on "add report" enter unique reportid report name upload the jrxml file select data source of the report from ameyodb or reportsdb click on next to add report edit an existing custom report (administrator) location administrator > reports > home > report list action edit the report name or data source or upload a new jrxml file click on next to save changes view/ rerun past reports (administrator) location administrator > reports > queue > reports queue action past reports are listed in sequential order any past report can be viewed (upto 1 year since date of execution) or rerun, by clicking on the relevant icons for rerun download in pdf ( pdf) download as csv ( csv) download as excel ( xlsx) view as html page assigning report access to supervisors (administrator) location administrator > reports > management > report privilige action the left panel contains the list of all reports available in the system select the required report, which you want to assign or unassign from users select if you want to view the users "assigned" to this report (these users can then run these reports) or users that are "available" for this report to be assigned to (these users do not currently see this report on their interface) all the selected type of users appear in a alphabetical list, with their permission check box towards the right of their username listing it is possible to search for a particualr user within the selected user assignment type enable the permission check box to give the report access to the user(s) or disable it to revoke access assigning supervisor access to reports (administrator) location administrator > reports > management > user privilige action the left panel contains the list of all supervisors available in the system select the supervisor for whom you want to view or assign reports select if you want to view the reports "assigned" to this user (these reports are avalable to this user) or reports that are "available" for assignment to this user(these reports do not currently appear on this user's interface) all the selected type of reports appear in a alphabetical list, with their permission check box towards the right of their report name listing it is possible to search for a particualr report within the selected report assignment type enable the permission check box to give the user access to the report(s or disable it to revoke access accessing and running reports (supervisor) location supervisor > reports action the reports module is accessible from the main navigation bar click on a report category, such as acd reports or crm reports select the specific report you want to view use the filters at the top of the page to specify the date range, campaign, and other parameters click view to generate the report you can also export the data use cases daily performance review a supervisor runs the agent performance report every morning to review the previous day's metrics for each agent sla monitoring a manager reviews the queue performance report to check the service level and average speed of answer (asa) campaign analysis an administrator exports the call detail report (cdr) for an outbound campaign to analyze connection rates and outcomes benefits data driven decision making provides the quantitative insights needed to optimize staffing, improve processes, and enhance performance comprehensive performance tracking offers detailed visibility into the performance of agents, queues, and campaigns identifies trends and patterns helps managers identify recurring issues, peak call times, and other important trends limitations the sheer number of available reports and metrics can be overwhelming without proper training on which reports are most relevant changelog release number change description 4 13 1 initial feature documentation