Reports - Supervision

Menu to generate system reports based on historical data.

Content


Report Generator

 

On the upper left corner there is a search field to filter reports.

Parameters in each report can be configured on Reports Administration.

Usually, the user will find the following parameters to generate the report:

Initial and Final Dates which can be selected using calendars with date and time detail.

Language of the report, which is selected in a combo box.

After adjusting each parameter, click on the generate button to display it on screen.


Report Viewer

 

  • Downloads the generated report with this format.

  • Downloads the generated report with .csv format.

  • Shows or hides the report, allowing the user to easily come back to the parameters section and change them if needed.

  • Schedule a report to be sent to an specified email address with the updated data.

  • See all scheduled reports, you can also delete them.

To know more details about schedule click on the following link: Schedule.


Available Reports

uContact has built-in reports in these areas

  • Reports for the information generated by the activity of the agents to login, paused, logout the system:

  • Total breaks: Aggregation of the agent’s breaks grouped for each of these.

  • Breaks Details: Detail breaks all aggregated detailed agents per agent in each action.

  • Pauses Detail: Detail breaks all aggregated detailed agents per agent in each action. 

  • Login Detail: Detail all agent´s logins detailed aggregated by agent in every action.

  • Total Logins: Aggregation of grouped agent’s logins for each of these.

  • Total pauses: Agent´s pauses aggregation grouped by each of these.

  • Reports for the information generated by the system audit, consulting allowing the user activity in the system.

  • Auditory Detail: Details logged activity in the system in a given time period.

  • Supervision Detail: Detail supervisor detailing activity monitoring executions, tracks, etc.

  • DNCR: Detail of the content of the do not call registry.

  • Reports for the information generated by the Web chat module (for making it available)

  • Conversation History: History of all conversations conducted in a given period and user groups.

  • Abandon Detail: Detail of chats abandoned them all (they never answered.)

  • Abandoned by Day: Detail of abandoned chats every day of the week (which was never answered).

  • Abandoned by Dates: Detail of chats abandoned by all dates in this period (which was never answered).

  • Abandoned On Hours: Detail of all chats abandoned for hours in this period (which was never answered).

  • Completed Detail: Detail of all completed chats (who were seen).

  • Completed by Extension: Summary of all completed chats grouped by internal (which were attended).

  • Completed by Day: Detail of all completed chats per weekday (who were seen).

  • Completed by Dates: Detail of all chats completed by this period dates (which were attended).

  • Completed by Hours: Detail of all completed chats for hours in this period (which were attended).

  • SIP Chat History: History chat messages in SIP.

  • Detailed reports of inbound and outbound calls by telephone:

  • Call Flow by ID: Distribution and call flow by the identifier assigned (may follow the traceability of a call flow in general).

  • Call Flow: Distribution and call flow (traceability can follow a call flow in general).

  • CDR - Summary - cola By: CDR summarized grouped by campaign.

  • CDR - Summary - By destination: CDR summarized grouped by destination.

  • CDR - Summary – by source: CDR summarized grouped by source.

  • CDR - Full: Full CDR with all the details of each record.

  • CDR - Summary: General Summary CDR (CDR shows the entire amount of data summarized in deploying).

  • Reports for the information generated by the module dialers.

  • Completed By Days: Report calls by day of the week of a default campaign and a given date range.

  • Completed by hour: Report of calls done hours of the day of a default campaign and a given date range. 

  • Outgoing By State: Report calls made from a default campaign and a given date range, grouped by the state in which they stayed.

  • Outgoing unanswered: Report unanswered calls of a default campaign and a given date range, grouped by the state in which they stayed.

  • Not processed by campaign: Report of all the calls that couldn’t be processed caused by different status (unanswered, failed, wrong number, busy, etc.

  • Not processed by DNCR: Report of all the calls that couldn’t be processed because are listed in the DNCR list.

  • Statistical reports related to outgoing or incoming phone calls:

  • Incoming Channel Distribution: Distribution of incoming calls by physical channel. 

  • Distribution of Outgoing Channels: Distribution of outgoing calls by physical channel.

  • Call Distribution: Call distribution.

  • Incoming Statistical Data: Report statistics incoming emulating QoS allowing regulating performance.

  • Incoming - Abandoned: Report statistics of incoming calls abandoned.

  • Incoming - Completed: Report statistics for completed calls.

  • Outgoing - Completed: Report statistics for outgoing calls completed.

  • Outgoing grouped by state: Report statistics for outgoing calls grouped by the final state.

  • Dialers Statistical Data: Report to the statistical data of a predetermined campaign.

  • Reports for the information generated by the FAX module:

  • Hourly Incoming: Distribution of incoming faxes per hour.

  • Outgoing Per Hour: Distribution of outgoing faxes hour.

  • Incoming Detail: Detail of incoming faxes.

  • Outgoing Detail: Details of outgoing faxes.

  • Detail action of agents.

  • Detail of transfer calls.

  • Statics of transfer calls.

  • Do not call registry.

  • Transfer calls.

  • Agents performance.

  • Ranges campaign summary.

  • Calls by hour summary.

  • Call by agents summary.

  • Reports of incoming calls : Where the abandoned calls that were never answered by an agent.

  • Abandoned By Day: Distribution of calls abandoned by the days of the week.

  • Abandoned by days and hours: Distribution of abandoned calls, days of the week and hours (0 to 23). 

  • Abandoned By Dates: Distribution of calls abandoned by date (all day). 

  • Abandoned By Dates and Hours: Distribution of calls abandoned by dates and times (0 to 23).

  • Abandoned By Hours: Distribution of calls abandoned for hours (0 to 23)

  • Abandoned by months, days and hours: Distribution of calls abandoned by Months weekdays by hours (from 0 to 23 and Monday to Sunday).

  • Completed by days and hours: Distribution of completed calls, days of the week and hours (0 to 23). 

  • Completed By Dates: Distribution of calls completed by dates (all day).

  • Completed By Day: Distribution of completed calls for the days of the week 

  • Completed By Dates and Hours: Distribution of completed calls for dates and times (0 to 23).

  • Completed By Hours: Distribution of calls completed per hour (0 to 23).

  • Completed by months, days and hours: Distribution of calls completed by Months days weeks and hours (from 0 to 23 and Monday to Sunday).

  • Abandoned Detail: Detail of abandoned calls.

  • Completed Detail: Detail of completed calls.

  • Times by Agent: Detail of times spoken by agent totaled.

  • Virtual Hold: List calls that are in Virtual Hold.

  • Report of outgoing calls : Where the abandoned calls that were never addressed to the dialed number.

  • Abandoned By Day: Distribution of calls abandoned by the days of the week. 

  • Abandoned By days and hours: Distribution of abandoned calls, days of the week and hours (0 to 23). 

  • Abandoned By Dates: Distribution of calls abandoned by date (all day). 

  • Abandoned By Dates and Hours: Distribution of calls abandoned by dates and times (0 to 23). 

  • Abandoned By Hours: Distribution of calls abandoned for hours (0 to 23). 

  • Abandoned by months, days and hours: Distribution of calls abandoned by Months weekdays by hours (from 0 to 23 and Monday to Sunday).

  • Completed By Days: Distribution of completed calls for the days of the week. 

  • Completed By days and hours: Distribution of completed calls, days of the week and hours (0 to 23). 

  • Completed By Dates: Distribution of calls completed by dates (all day). 

  • Completed By Dates and Hours: Distribution of completed calls for dates and times (0 to 23). 

  • Completed By Hours: Distribution of calls completed per hour (0 to 23).

  • Completed by months, days and hours: Distribution of calls completed by Months days weeks and hours (from 0 to 23 and Monday to Sunday).

  • Abandoned Detail: Detail of abandoned calls.

  • Completed Detail: Detail of completed calls.

  • Times By Agent: Detail of times spoken by agent totaled.

  • Average Times by Agent: Detail of average spoken times  by agent totaled.

  • Reports for the information generated by the SMS module.

  • Conversation by number: Allows to see for a specific number the conversation in a chat format.

  • Incoming Detail: Detail all incoming messages by SMS PBX.

  • Outgoing Detail: Detail of all SMS sent.

  • Hourly Incoming: Distribution incoming messages per hour (in quantities).

  • Outgoing Hourly: Distribution of messages sent per hour (in quantities).

  • Outgoing State: State of outgoing messages (if sent or not).

  • Not processed by DNCR: Detail of all SMS that couldn’t be sent because are listed in the DNCR list.

  • Not processed by error: Detail of all SMS that couldn’t be sent because the device or number are incorrect.


Schedule

The option to add an email and the Schedule format will only be available only if you enter from the Report window.

 

Email: Email  where it will get the alert is entered.

Format: It can be pdf,excel o html.

Start/Finish: You can be select values  Today's, Today less, Week, Month, Year for both beginning and end. The value "Today less" allows select a amount of days that you wish count that day before today. When the value is selected it's appears a text area where the numbers of days are entered. Example, if the value 5 in entered will be taken into account the 5 days before today's day.

Frequency at which the alert is executed, with the following possible values:

  •  Minutes: (0-59) indicating the minute that it will run.

  • Hour: (0-23) indicating the time at which to run.

  • Day: (1-31) indicating the date on which to run.

  • Month: (1-12) indicating the month in which to run.

  • Day of the Week:  (0-6) indicating the day of the week to be executed, where 0 is Sunday.

Within schedules may use the following special characters for special behavior:

 (*)  Indicates that the expression to match for all values indicates "every minute of an hour", "all hours of the day", "every day of the month," "every month of the year", "all days of the week. 

( / ) Increases, * / 5 is every 5 minutes.

( , )  Separate items, make a list example "MON, WED, FRI".

( - )  Ranges. Example 1-15 in the month, running only between 1 and 15.

(L)  'L' "last". 'L' in day of week, last Friday ("5L") a month. In the month, specify the last day of the month.

This automatically generates a Task for the System which we can modify from there.

If we want to make more generic reports and that does not have a particular date, after creating the schedule we can go to Tasks and change accordingly.

  • INITIAL_DATE: Fixed date or TODAY or TODAY-X (where x is the quantity of days to substract), or WEEK (from Monday to Sunday of the current week), o MONTH (From the 1st to the last day of the current  month), o YEAR (from the first to the last day of the current year) always inside INITIAL_DATE the date goes with 00:00:00

  • FINAL_DATE: Fixed date or TODAY or TODAY-X (where x is the quantity of days to substract), or WEEK (from Monday to Sunday of the current week), o MONTH (From the 1st to the last day of the current  month), o YEAR (from the first to the last day of the current year) always inside INITIAL_DATE the date goes with 23:59:59