Administration

Reports can be created with iReport reporting tool.

Report: With the upload button (to the right of the text box) is selected in a report made iReport (jrxml).

Name: Name of Report.

DSN: Select data source used by the report (previously configured DSNs).

Group: How reports are grouped.

Language: Language in which will upload the report (it's important to remark that will show the language by default selected at the beginning of session).

Description: Description of the report.

Interval between dates: Maximum difference between start and end dates. It only works on reports with both parameters.

Parameter: Added the report parameters existing in the report created with iReport.

Types:

Timestamp (parameter date / time),
String (string parameter),
int (integer parameter),
float (parameter decimal),
double (parameter in numeric format in double)
Locale (language parameter),
Agent(parameter which returns list of Agents),
Queue(which returns parameter list Campaigns),
User (parameter which returns list of users).
Query (allows to define a list of parameters based on a query of unique grouped result, with the end of having necessary values that belong to other tables)

Parameter List: List in order of parameters and their types, this allows the dynamic creation of the parameters in the BI portal (allows to organization the order of parameters with date and put or quit new or old parameters).

Details

Ucontact Name	File Name	Group	Info

Ucontact Name	File Name	Group	Info
Totals Breaks	TiemposPausaBreakPorAgente.jrxml	Agents	A date range and one or more agents are selected. The report details the total time break which the agents took.	See
Details Breaks	DetalleDePausasPorAgenteBreak.jrxml	Agents	Shows for each agent, the break start date, final date, reason for the break and duration in seconds of the break. Records are grouped by agent alphabetically.	See
Login Details	DetalleLoginPorAgente.jrxml	Agents	Shows the detail of the login of the agents. Returns the login date, logoff date, the agent that did the login and duration of the login.	See
Pauses detail	DetalleDePausasPorAgente.jrxml	Agents	Shows for each agent the start date of the pause, final date of the pause, duration of the pause. The records are grouped by agent alphabetically.	See
List of Agents and Campaigns	ListadosAgentesCampanas.jxrml	Agents	Show each campaign agent, along with its name, type and extension.	See
Logins Totals	TiemposLoginRealPorAgente.jrxml	Agents	A date range is selected and one or more agents. The report details the total login time that the agents had.	See
Pauses Totals	TiemposPausaRealPorAgente.jrxml	Agents	A date range is selected and one or more agents. The report details the total paused time that the agents had.	See
Auditory Detail	ReporteAuditoria.jrxml	Auditory	Shows the detail of the events made by the system administrators. The date in which the action was made, the user, under which serSee was made and a description of the event.	See
Supervision Detail	AuditoriaMonitoreoSupervision.jrxml	Auditory	This report shows the generated records when a supervisor monitors an agent. Returns the monitoring date, the supervisor, the supervised agent and the duration that it was in spy mode.	See
List of DNCR records	TelefonosBloqueadosDNCR.jrxml	Auditory	The report details the calls that where blocked because the number was on the black list. It provides information about the campaign and the number that was attempted to call.	See
Chats sip by date	ConSeesacionesSipPorFecha.jrxml	Chat	A date range is selected. It shows all chat made between those dates, indicating the origin and destination extension.	See
SIP Unitary chats	ChatSIPAux.jrxml	Chat	A date range is selected and an extension. It shows all chats of that extension either source or destination.	See
Historical local chat	ChatSIP.jrxml	Chat	A date range is selected, a source extension and destination extension. Shows all chats between those extensions.	See
CDR - Complete	DetalleCDRCompleto.jrxml	Details	This report brings a detail of the records in the cdr_repo table.	See
CDR - Summary Detail by answered queues	DetalleCDRResumidoXColasAtendidas.jrxml	Details	Shows a resume of the records in the cdr_repo table, the rows that return are: date of the call, source and destination, the duration of the agent, destination channel, the row and user field (customizable field for each client).	See
CDR - Summary Detail by excel queues	DetalleCDRResumidoXColasExcel.jrxml	Details	Shows a resume of the records in the cdr_repo table, returns the call date, source and destination, duration of the call, the agent that made it and under which campaign the call was made.	See
CDR - Summarized	DetalleCDRResumido.jrxml	Details	Shows a resume of the records in the cdr_repo table. It shows the date, source and destination of the call, duration, name of the agent and campaign to which it belongs.	See
CDR - Summarized by Queue	DetalleCDRResumidoXColas.jrxml	Details	Shows a resume of the records in the cdr_repo table grouping those records by call status (ANSWERED, FAIL, BUSY, NOANSWERED).	See
CDR - Summarized by Source	DetalleCDRResumidoXOrigen.jrxml	Details	Shows the same information that DetalleCDRResumidoXColasExcel.jrxml, the difference is that allows to filter by source.	See
CDR - Summarized by Destination	DetalleCDRResumidoXDestino.jrxml	Details	Shows the same information that DetalleCDRResumidoXColasExcel.jrxml, the difference is that allows to filter by destination.	See
Cost by campaign	DetalleLlamadasCampana.jrxml	Details	Shows a detail of the calls filtered by campaign and agent. Returns the date of the call, the number of the call, the source phone from which the call was made and destination phone, the duration of the call, a description of the carrier and costs of the same.	See
Cost by extension	DetalleLlamadasExtension.jrxml	Details	Shows a detail of the cost by call made. Returns the date in which the call was made, the source phone, destination phone, duration of the call, description of the carrier and cost of the call.	See
Cost by carrier	DetalleCarrierMargin.jrxml	Details	This report shows the cost of the calls in case the client handles a Carrier. Returns the date of the call, the agent that made it, The source phone, destination phone, duration of the call, a description and cost of the call.	See
Call Flow by ID	FlujoDeLlamadaPorID.jrxml	Details	The user enters a unique id of the call as parameter. The report returns a flow of that call. Provides information about the date, campaign, agent, event and details of the event.	See
Calls Flow	FlujoDeLlamadasID.jrxml	Details	The user selects one or more campaigns. The report returns a detail of the flow of the calls associated to those campaigns. It provides the same information as FlujoDeLlamadaID.jrxml	See
Summary time by operator	ResumenDeTiempoPorOperador.jrxml	Details	A date range is selected and one or more campaigns. The report details the total spoken time grouped by campaign, provider and days.	See
Completed by Days	CampanasSalientesCompletadasPorDia.jrxml	Dialers	This report shows the amount of calls made for one campaign of the dialer. Returns the day of the week and the amount of answered calls (disposition='ANSWER') for that day and for that dialers campaign.	See
Completed By Days detailed	CampanasSalientesCompletadasPorDias.jrxml	Dialers	This report shows the amount of calls made for one campaign of the dialer. Returns the number of the day on the range of the selected dates and the amount of answered calls (disposition='ANSWERED') for that day for the dialers campaign.	See
Completed by Hours	CampanasSalientesCompletadasPorHoras.jrxml	Dialers	This report shows the amount of calls made for one campaign of the dialer grouping the calls by hour from the morning until the afternoon. Returns the hour and amount of calls for that hour.	See
Dialer detail by campaign	DetalleDiscadorPorCampana.jrxml	Dialers	This report shows the total of processed, answered busy and other statuses and outgoing not processed for the selected campaigns.	See
Not Processed Dialers	DetalleDiscadorSinProcesar.jrxml	Dialers	Shows the name of the dilaers campaign, the source phone number that was dialed, the status of the call and additional information about the call. STATUS: 0 - PROCESSING STATUS: 1 - TO PROCESS (inserted on spool ready to * be served) STATUS: 2 - EXCEEDED RETRIES STATUS: 3 - BLOCKED RETRY: 0 - * initial > 0 retries for that number * THE CALL IS DELETE FROM SPOOL IF ANSWERED, IF NOT STATUS INCREASES BY 1 * UNTIL MAX RETRIES AND IS DELETED)	See
Monthly Statics	DiscadoresPorMeses.jrxml	Dialers	Shows the amount of processed calls by the dialers, grouped by the months corresponding to the selected dates set by the user. Returns the amount of processed calls, amount of calls with answer and percentage of answered calls according the number of processed calls.	See
Not processed by campaign	DetalleDiscadorNoProcesadasXColas.jrxml	Dialers	Shows all the phone numbers that are not yet processed by the dialer.	See
Not processed DNCR	DetalleDiscadorBloqueadasDCNR.jrxml	Dialers	Shows all phone numbers that are blocked, this means that belong to the black list and they should not be called by the dialers.	See
Outbound No Answer	DetalleCampanasSalientesXColasNoAtendidas.jrxml	Dialers	Same as DetalleCampanasSalientesXColas.jrxml, the only difference is that the query filters by disposition != ANSWERED, is it to say, for all calls that where not answered.	See
Outbound by Status	DetalleCampanasSalientesXColas.jrxml	Dialers	This report shows the calls made by de dialers campaign grouped by the call status (ANSWERED, BUSY, NO ANSWERED, FAIL). Returns the date in which the call was made, the source number and destination number, the duration of the call and type of dialer (PowerDialer or VoiceBroadCast) as well as the name of the associated campaign.	See
Statistical data Dialers	DatosEstadisticosDiscadores.jrxml	Statistical	This report shows the amount of answered calls, total of busy calls, total amount of calls in other statuses and total amount of calls that where not retried. Returns the rows previously mentioned.	See
Inbound statistics	DatosEstadisticosEntrantes.jrxml	Statistical	This report shows the amount of incoming calls, answered, abandoned, transferred, percentage of answered calls, percentage of abandoned calls, amount of answered calls to a lesser or equal to the time entered by the user, amount of answered calls greater to the time entered. The time that is entered by parameter is the time it took to answer the call in seconds.	See
Outbond per channel Distribution	DistribucionCanalesSalientes.jrxml	Statistical	Shows the number of outgoing calls made, that time of day under that channel was made.	See
Calls Distribution	DistribucionLlamadas.jrxml	Statistical	Shows the amount of outbound and inbound calls that where made by hour and channel, plus shows the total amount of calls by hour (inbound + outbound) See	See
Inbound per channel Distribution	DistribucionCanalesEntrantes.jrxml	Statistical	Shows the amount of inbound calls that where made, by hour of the day and under which channel was made.	See
Inbound - Abandoned	DatosEstadisticosEntrantesAbandonadas.jrxml	Statistical	This report shows the amount of abandoned calls as well as the aSeeage waiting time of those abandoned calls, the maximum waiting time of the abandoned calls, the minimum waiting time of the abandoned calls, the aSeeage position of the queue in which the call was positioned when the call was hanged up, the maximum position on the queue when the call was hanged up.	See
Inbound - Completed	DatosEstadisticosEntrantesCompletadas.jrxml	Statistical	This report shows the aSeeage waiting time for the answered calls, maximum waiting time for the answered calls, aSeeage ringing time for answered calls, maximum ringing time for answered calls, aSeeage duration, maximum duration, minimum duration, how many calls where completed hanged up by the agent, how many where completed that the client hanged up, amount of transferred, amount of calls that where hanged up, amount of calls that did not had an answer and amount of calls between the service level.	See
Outbound - Completed	DatosEstadisticosSalientesCompletadas.jrxml	Statistical	This report returns the number to which the call was made, the amount of calls to the called number, the call with maximum duration, the number that has the maximum duration of call, the calls that where made between the service level, the amount of calls made and the amount of not answered calls.	See
Outbound calls grouped by Status	LlamadasSalientesAgrupadaPorEstado.jrxml	Statistical	The user selects one or more campaigns, one or more agents. The report details the amount of outbound calls grouped by Status.	See
Fax Detail	DetalleFAX.jrxml	FAX	Shows in detail the inbound and outbound faxes of the system. The date, source number, destination number, duration, name of the file that was saved on the base and campaign.	See
Fax by Hour	FaxPorHoras.jrxml	FAX	Shows the amount of inbound and outbound faxes grouped by day hours.	See
Action Details per Agent	DetalleAccionesDeAgentes.jrxml	General	This report shows the actions made by the agents. The date and time in which the event was made (action of the agent), the associated event (login, outgoing call, etc), reason (only in case that the event is a break), duration of the action of the agent and if appropriate, the id of the call.	See
Detail Transfered Calls	DetalleLlamadasTransferidas.jrxml	General	Shows the transferred calls in detail, returning the date of transference, the number of the person that called, the associated campaign, the agent that answered the call, the extension to which the call was transferred and duration of the call.	See
Transferred Calls Statistics	EstadisticasLlamadasTransferidas.jrxml	General	Shows the amount of transferred calls by destination extension, the waited time and spoken time of the call.	See
Black List	ReporteListaNegra.jrxml	General	Shows the date, the agent and number that belongs to the black list. Shows a detail of attempted calls to the numbers that belong to the black list but where not able to be done because is not allowed.	See
Transferred Calls	CantidadLlamadasTransferidas.jrxml	General	This report shows the amount of transferred calls from a source agent to a destination number. Returns the source agent that made the transference as well as the destination of the same and amount of calls.	See
Agents Performance	PerformanceAgentes.jrxml	General	The user selects one or more agents and a date range. The report details the time spoken by the agent, log in time of the agent, break time of the agent, free time of the agent (LoginTime - SpokenTime - BreakTime + SpokenOnBreakTime)	See
Campaign Summary per Range	ResumenCampanasRangos.jrxml	General	Shows for each day on 30 minutes intervals, the amount of calls made, the amount of outbound answered calls, the amount of inbound answered calls, the amount of calls on a waiting time lesser than 30 seconds, the amount of calls with a time lesser than 90 seconds, the amount of calls with a waiting time lesser than 120 seconds, the amount of calls with a waiting time greater than 120 seconds, the amount of abandoned calls, the aSeeage waiting time, the aSeeage spoken time.	See
Summary call per hour	DetallesLlamadasResumidasPorHoras.jrxml	General	One or more campaigns are selected on a date range. The report details the amount of calls, the aSeeage waited time and the maximum waiting time.	See
Call Summary per agent	LlamadasGeneralesAgente.jrxml	General	The user selects one or more campaigns, one or more agents, a date range. The report details per agent, the amount of inbound answered calls, the amount of inbound not answered calls, the amount of outgoing answered calls, the amount of outdoing not answered calls, the duration spoken time (does not include waiting time) for all inbound calls, the duration spoken time (does not include waiting time) for all outbound calls.	See
Completed by Agent	LlamadasEntrantesCompletadasPorAgente.jrxml	Inbound	The user selects one or more campaigns and one or more agents. The report details the amount of completed inbound calls (COMPLETECALLER or COMPLETEAGENT) by agents.	See
Completed by Day	LlamadasEntrantesCompletadasPorDias.jrxml	Inbound	The user selects one or more campaigns, one or more agents and a date range. The report details the amount of completed inbound calls by agent grouped by day of the week.	See
Completed by Day and Hour	LlamadasEntrantesCompletadasPorDiasHoras.jrxml	Inbound	The user selects one or more campaigns, one or more agents and a date range. The report details de amount of completed inbound calls grouped by day of the week and hour.	See
Completed by Dates	LlamadasEntrantesCompletadasPorFechas.jrxml	Inbound	The user select one or more campaigns, one or more agents and a date range. The report details the amount of completed calls for each day of the date range previously selected.	See
Completed by Date and Hour	LlamadasEntrantesCompletadasPorFechasHoras.jrxml	Inbound	The user selects one or more campaigns, one or more agents, a date range. The report details the amount of completed calls grouping the rows by date and hour.	See
Completed by Hour	LlamadasEntrantesCompletadasPorHoras.jrxml	Inbound	The user selects one or more campaigns, one or more agents and a date range. The report details the amount of completed calls grouping by hours of a day of work.	See
Completed by Month	LlamadasEntrantesCompletadasPorMeses.jrxml	Inbound	The user selects one or more campaigns, one or more agents and a date range. The report details the amount of completed calls grouping by the months that are between the selected date range.	See
Completed by month, day and hour	LlamadasEntrantesCompletadasPorMesesDiasHoras.jrxml	Inbound	The user selects one or more campaigns, one or more agents and a date range. The report details the amount of completed calls grouped by day, month and hour.	See
Completed by Number	LlamadasEntrantesPorNumero.jrxml	Inbound	The user enters a determinate phone number. The report details the ammount of ibonud calls for that number.	See
Inbound OSeeflow	CantidadLlamadasDesborde.jrxml	Inbound	This report shows the amount of abandoned calls grouped by the next reasons: 1) Exit due to button pressed 2) Exit due to queue oSeeflow 3) Exit due to empty campaign	See
Inbound OSeeflow Detail	DetalleLlamadasDesborde.jrxml	Inbound	Shows for each calls of a campaign, which where abandoned because the user pressed a button (table1), which where abandoned because a timeout occurred for a queue, this means that the user waited a time greater than the established timeout on the queue (table2), which where abandoned because there where not available agents on the queue to answer the call (table3). Returns the campaign name, number to which the call was made, source queue position and final position and the waited time.	See
Abandoned Detail	DetalleLlamadasEntrantesAbandonadas.jrxml	Inbound	Shows a detail of the abandoned calls returning the date, number that was called, to which campaign entered, the queue position on the time that was abandoned, the original position that had on the queue at the time it was abandoned and the time that was waiting on the queue.	See
Detail Abandoned by Agents	DetalleLlamadasEntrantesAbandonadasAgente.jrxml	Inbound	It shows a detail of the calls that were not answered by agents and consequently were abandoned. Returns the date of the call, the phone that made the call, the bell associate and agent where ringbut bib not attend.	See
Completed Detail	DetelleLlamadasEntrantesCompletadas.jrxml	Inbound	Shows the amount of calls that where completed by agents. Grouping the records by agent. It shows the date of the call, number that called, campaign, waiting time that the client had, total call time and the starting position of the call on the waiting queue.	See
Not answered per Agent	LlamadasEntrantesNoAtendidasPorAgente.jrxml	Inbound	The user selects one or more campaigns, one or more agents and a date range. The report details the amount of not answered calls for those agents.	See
No Answer by Day	LlamadasEntrantesNoAtendidasPorDias.jrxml	Inbound	The user selects one or more campaigns, one or more agents and a date range. The report details the amount of not answered calls grouped by days of the week.	See
No Answer by Day and Hour	LlamadasEntrantesNoAtendidasPorDiasHoras.jrxml	Inbound	The user selects one or more campaigns and a date range. The report details the amount of not answered calls grouped by days of the week and hour.	See
No Answer by Dates	LlamadasEntrantesNoAtendidasPorFechas.jrxml	Inbound	Th user selects one or more campaigns and a range of dates. The report details the amount of not answered calls by day and for the selected date range.	<