g. Reports v5
- Daniel Olivera (Unlicensed)
- Anonymous
Menu for report management
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.
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 (parámeter 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 parámeters based on a query of unique gruped result, with the end of having neccesary 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 arganizate the order of parameters with date and put or quit new or old parameters).
Reports Visualization
Menu to generate system reports based on historical data.
Selecting Reports, according to their groups.
Parameters:
These are generated dynamically for the defined by the Administrator; the order in which they are deployed is also configured by the administrator, so you can change the order in the parameter list in the administrator.
On the upper left corner there is a report searcher that allow us to filter through all the system reports.
Usually we find:
Initial and end dates which can be selected via calendars and selection time. Language of the report, which is selected in a combo box.
Finally generate button that generates the report and displays it on screen.
Other common parameters are, Campaigns, Agents, Users, etc.
In the report viewer we have the same generated in pdf format.Excel: On the right you can see a button with the Excel Symbol. This allows to generate the report in that format and download it.
See: The button with the eye symbol allows to show or hide the report.
Search: Type the name of the report to find it easily
CSV: On the right we can see the CSV button. This allows to download the generated report in .csv format.
Schedule: Another of the functions is to schedule a report which can be accessed through the red button on the right.
This function allows to generate a report automatically and send it to a specified email. It also has to be specified the exit format as shown in the image:
To know more details about schedule click on the following link: Schedule.
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
Note: The option to add an email and the Schedule format will only be avalible only if you enter from the Report window.
Another useful tool we have is the eye-shaped icon that is in the upper right corner. This will allow us to return to the parameters that we had loaded for the report, being able to modify the values and regenerate the same.Available Reports
uContact has built-in reports in these areas:
Agent Module:
- 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.
Auditory Module:
- 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.
Web Chat Module:
- 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.
Details Module:
- 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).
Dialer Module:
- 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.
Statics Module:
- 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.
FAX Module:
- 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.
General Module:
- Detail action of agents.
- Detail of transfer calls.
- Strtics of transfer calls.
- Do not call registry.
- Transfer calls.
- Agents performance.
- Ranges campaign summary.
- Calls by hour summary.
- Call by agents summary.
Incoming Module:
- 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 sy 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.
Outgoing Modules:
- 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 sy 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.
SMS Module:
- 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 mesages 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 dispositive or number are incorrect.
Schedule
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 Todays, Today less, Week, Month, Year for both beginning and end. The value "Today less" allows select a amount of days that you wish count tha 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 5in entered will be taken into account los 5 days before todays 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.
Details
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. | |
| 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. | Ver |
| 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. | Ver |
| 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. | Ver |
| List of Agents and Campaigns | ListadosAgentesCampanas.jxrml | Agents | Show each campaign agent, along with its name, type and extension. | Ver |
| 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. | Ver |
| 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. | Ver |
| 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 server was made and a description of the event. | Ver |
| 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. | Ver |
| 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. | Ver |
Chats sip by date | ConversacionesSipPorFecha.jrxml | Chat | A date range is selected. It shows all chate made bethween those dates, indicating the origin and destination extension. | Ver |
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. | Ver |
| Historical local chat | ChatSIP.jrxml | Chat | A date range is selected, a source extension and destination extension. Shows all chats between those extensions. | Ver |
| CDR - Complete | DetalleCDRCompleto.jrxml | Details | This report brings a detail of the records in the cdr_repo table. | Ver |
| 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 userfield (customizable field for each client). | Ver |
| 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. | Ver |
| 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. | Ver |
| 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). | Ver |
| CDR - Summarized by Source | DetalleCDRResumidoXOrigen.jrxml | Details | Shows the same information that DetalleCDRResumidoXColasExcel.jrxml, the difference is that allows to filter by source. | Ver |
| CDR - Summarized by Destination | DetalleCDRResumidoXDestino.jrxml | Details | Shows the same information that DetalleCDRResumidoXColasExcel.jrxml, the difference is that allows to filter by destination. | Ver |
| 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. | Ver |
| 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. | Ver |
| 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. | Ver |
| Call Flow by ID | FlujoDeLlamadaPorID.jrxml | Details | The user enters a unique id of the call as parámeter. The report returns a flow of that call. Provides information about the date, campaign, agent, event and details of the event. | Ver |
| Calls Flow | FlujoDeLlamadasID.jrxml | Details | The user selects one or more campaigns. The report returns a detail of the flow of the calls asociated to those campaigns. It provides the same information as FlujoDeLlamadaID.jrxml | Ver |
| 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.hablado. | Ver |
| Completed by Days | CampanasSalientesCompletadasPorDia.jrxml | Dialers | This report shows the ammount of calls made for one campaign of the dialer. Returns the day of the week and the ammount of answered calls (disposition='ANSWER') for that day and for that dialers campaign. | Ver |
| Completed By Days detailed | CampanasSalientesCompletadasPorDias.jrxml | Dialers | This report shows the ammount of calls made for one campaign of the dialer. Returns the number of the day on the range of the selected dates and the ammount of answered calls (disposition='ANSWERED') for that day for the dialers campaign. | Ver |
| Completed by Hours | CampanasSalientesCompletadasPorHoras.jrxml | Dialers | This report shows the ammount of calls made for one campaign of the dialer grouping the calls by hour from the morning until the afternoon. Returns the hour and ammount of calls for that hour. | Ver |
| 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. | Ver |
| 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 STATUS: 2 - EXCEEDED RETRIES STATUS: 3 - BLOCKED RETRY: 0 - | Ver |
| Monthly Statics | DiscadoresPorMeses.jrxml | Dialers | Shows the ammount of processed calls by the dialers, grouped by the months correponding to the slected dates set by the user. Returns the ammount of processed calls, ammount of calls with answer and percentage of answered calls according th the number of processed calls. | Ver |
| Not processed by campaign | DetalleDiscadorNoProcesadasXColas.jrxml | Dialers | Shows all the phone numbers that are not yet processed by the dialer. | Ver |
| 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. | Ver |
| 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. | Ver |
| 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 dilaer (PowerDialer or VoiceBroadCast) as well as the name of the associated campaign. | Ver |
| Statistical data Dialers | DatosEstadisticosDiscadores.jrxml | Statistical | This report shows the ammount of answered calls, total of busy calls, total ammount of calls in other statuses and total ammount of calls that where not retried. Returns the rows previously mentioned. | Ver |
| Inbound statistics | DatosEstadisticosEntrantes.jrxml | Statistical | This report shows the ammount of incoming calls, answered, abandoned, transfered, percentage of answered calls, percentage of abandoned calls, ammount of answered calls to a lesser or equal to the time entered by the user, ammount 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. | Ver |
| Outbond per channel Distribution | DistribucionCanalesSalientes.jrxml | Statistical | Shows the ammount of Muestra la cantidad de llamadas salientes que se hicieron, para que hora del dia y bajo que canal se hizo. | Ver |
| Calls Distribution | DistribucionLlamadas.jrxml | Statistical | Shows the ammount of outbound and inbound calls that where made by hour and channel, plus shows the total ammount of calls by hour (inbound + outbound) Ver | Ver |
| Inbound per channel Distribution | DistribucionCanalesEntrantes.jrxml | Statistical | Shows the ammount of inbound calls that where made, by hour of the day and under which channel was made. | Ver |
| Inbound - Abandoned | DatosEstadisticosEntrantesAbandonadas.jrxml | Statistical | This report shows the ammount of abandoned calls as well as the average waiting time of those abandoned calls, the maximum waiting time of the abandoned calls, the mínimum waiting time of the abandoned calls, the average position of the queue in which the call was positioned when the call was hunged up, the máximum position on the queue when the call was hunged up. | Ver |
| Inbound - Completed | DatosEstadisticosEntrantesCompletadas.jrxml | Statistical | This report shows the average waiting time for the answered calls, máximum waiting time for the answered calls, average ringing time for answered calls, maximum ringing time for answered calls, average duration, maximum duration, minimum duration, how many calls where completed hunged up by the agent, how many where completed that the client hunged up, ammount of transfered, ammount of calls that where hunged up, ammount of calls that did not had an answer and ammount of calls between the service level. | Ver |
| Outbound - Completed | DatosEstadisticosSalientesCompletadas.jrxml | Statistical | This report returns the number to which the call was made, the ammount 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 leve, the ammount of calls made and the ammount of not answered calls. | Ver |
| Outbound calls grouped by Status | LlamadasSalientesAgrupadaPorEstado.jrxml | Statistical | The user selects one or more campaigns, one or more agents. The report details the ammount of outbound calls grouped by Status. | Ver |
| 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. | Ver |
| Fax by Hour | FaxPorHoras.jrxml | FAX | Shows the ammount of inbound and outbound faxes grouped by day hours. | Ver |
| 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 asociated 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.
| Ver |
| Detail Transfered Calls | DetalleLlamadasTransferidas.jrxml | General | Shows the transferred calls in detail, returning the date of tranference, 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.
| Ver |
| Transferred Calls Statistics | EstadisticasLlamadasTransferidas.jrxml | General | Shows the ammount of transferred calls by destination extension, the waited time and spoken time of the call. | Ver |
| 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. | Ver |
| Transferred Calls | CantidadLlamadasTransferidas.jrxml | General | This report shows the ammount 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 ammount of calls. | Ver |
| Agents Performance | PerformanceAgentes.jrxml | General | The user selects one or more agents and a date range. The report details the time spolen by the agent, log in time of the agent, break time of the agent, free time of the agent (LoginTime - SpokenTime - BreakTime + SpokenOnBreakTime)
| Ver |
| Campaign Summary per Range | ResumenCampanasRangos.jrxml | General | Shows for each day on 30 minutes intervals, the ammount of calls made, the ammount of outbound answered calls, the ammount of inbound answered calls, the ammount of calls on a waiting time lesser than 30 seconds, the ammount of calls with a time lesser than 90 seconds, the ammount of calls with a waiting time lesser than 120 seconds, the ammount of calls with a waiting time greater than 120 seconds, the ammount of abandoned calls, the average waiting time, the average spoken time.
| Ver |
| Summary call per hour | DetallesLlamadasResumidasPorHoras.jrxml | General | One or more campaigns are selected on a date range. The report details the ammount of calls, the average waited time and the máximum waiting time. | Ver |
| 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 ammount of inbound answered calls, the ammount of inbound not answred calls, the ammount of outboind answred calls, the ammount of outgoind not answered calls, the duration spoken time (does not inclued waiting time) for all inbound calls, the duration spoken time (does not include waiting time) for all outbound calls. | Ver |
| Completed by Agent | LlamadasEntrantesCompletadasPorAgente.jrxml | Inbound | The user selects one or more campaigns and one or more agents. The report details the ammount of completed inbound calls (COMPLETECALLER or COMPLETEAGENT) by agents. | Ver |
| 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 ammount of completed inbound calls by agent grouped by day of the week. | Ver |
| 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 ammount of completed inbound calls grouped by day of the week and hour. | Ver |
| 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 ammount of completed calls for each day of the date range previously selected. | Ver |
| 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 ammount of completed calls grouping the rows by date and hour. | Ver |
| 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 ammount of completed calls grouping by hours of a day of work. | Ver |
| 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 ammount of completed calls grouping by the months that are between the selected date range. | Ver |
| 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 ammount of completed calls grouped by day, month and hour. | Ver |
| Completed by Number | LlamadasEntrantesPorNumero.jrxml | Inbound | The user enters a determinated phone number. The report details the ammount of ibonud calls for that number. | Ver |
| Inbound Overflow | CantidadLlamadasDesborde.jrxml | Inbound | This report shows the ammount of abandoned calls grouped by the next reasons: 1) Exit due to button pressed 2) Exit due to queue overflow 3) Exit due to empty campaign | Ver |
| Inbound Overflow Detail | DetalleLlamadasDesborde.jrxml | Inbound | Shows for each calls of a campaign, which where abandoned because the user pressed a buttion (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. | Ver |
| 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. | Ver |
| Detail Abandoned by Agents | DetalleLlamadasEntrantesAbandonadasAgente.jrxml | Inbound | It shows a detail of the calls taht 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 ringueo but bib not attend. | Ver |
| Completed Detail | DetelleLlamadasEntrantesCompletadas.jrxml | Inbound | Shows the ammount 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. | Ver |
| 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 ammount of not answered calls for those agents. | Ver |
| 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 ammount of not answered calls grouped by days of the week. | Ver |
| No Answer by Day and Hour | LlamadasEntrantesNoAtendidasPorDiasHoras.jrxml | Inbound | The user selects one or more campaigns and a date range. The report details the ammount of not answered calls grouped by days of the week and hour. | Ver |
| No Answer by Dates | LlamadasEntrantesNoAtendidasPorFechas.jrxml | Inbound | Th user selects one or more campaigns and a range of dates. The report details the ammount of not answered calls by day and for the selected date range. | Ver |
| No Answer by Dates and Hour | LlamadasEntrantesNoAtendidasPorFechasHoras.jrxml | Inbound | The user selects one or more campaigns, one or more agents and a date range. The report details the ammount of not answered calls by those agents grouped by date and hour. | Ver |
| No Answer by Hours | LlamadasEntrantesNoAtendidasPorHoras.jrxml | Inbound | The user selects one or more campaigns and a date range. The report details the ammount of not answered calls grouped by hours.} | Ver |
| No Answer by Month | LlamadasEntrantesNoAtendidasPorMeses.jrxml | Inbound | The user selects one or more campaings and a date range. The report details the ammount of not answered calls for the months between the selected date range. | Ver |
| No Answer by Month, Day and Hours | LlamadasentrantesNoAtendidasPorMesesDiasHoras.jrxml | Inbound | The user selects one or more campaigns and a date range. The report details the ammount of not answered calls grouped by month, day of the week and hour. | Ver |
| Abandoned Range | RangoAbandonadas.jrxml | Inbound | The user selects one or more campaigns, inserts 3 different time parámeters (p1,p2,p3) (making refference to the waiting time). The report shows for each day the ammount of abandoned calls in which waiting time is lesser than p1, which waiting time is between p1 and p2, which waiting time is between p2 and p3 and which waiting time is greater than p3. | Ver |
| Answered Range | RangoContestadas.jrxml | Inbound | The user selects one or more campaings, inserts 3 different time parámeters (p1,p2,p3) (making refference to the call duration). The report returns for each day the ammount of completed calls that has a duration lesser than p1, ammount of calls which duration es between p1 and p2, ammount of calls which duration is greater than p3. | Ver |
| Times by Agent | LlamadasEntrantesTiempoPorAgente.jrxml | Inbound | The user selects one or more campaigns and one or more agents. The report details for each agent his waiting time, spoken time and the sum of the spoken time plus the waiting time for the selected date range. | Ver |
| Average call time by Agent | LlamadasEntrantesTiempoPromedioAgente.jrxml | Inbound | The user selects one or more campaigns and one or more agents. The report details for each agent the average spoken time for the date range selected. | Ver |
| Inbound Campaign Summary | ResumenCampanaRangoEntrantes.jrxml | Inbound | Shows by intervals of 30 minutes, the amount of inbound answered calls, amount of inbound not answered calls, the amount of inbound calls with a waiting time lesser than 30 seconds, amount of inbound calls with a waiting time between 30 and 60 seconds, amount of inbound calls with a waiting time between 60 and 90 seconds, amount of inbound calls with a waitign time between 90 and 120 seconds, the average spoken time and the average waiting time for that time range. | Ver |
| Inbound Campaign Summary by Date | ResumenCampanaRangoEntrantesPorFechas.jrxml | Inbound | Shows for each day of the selected date range the amount of inbound answered calls, the amount of inbound not answered calls, the amount of inbound calls with a waiting time between 30 and 60 seconds, the amount of inbound calls with a waiting time between 60 and 90 seconds, the amount of inbound calls with a waitign time between 90 and 120 seconds, the average spoken time and the average waited time for that time range. | Ver |
| Cancelled by Agent | LlamadasSalientesCanceladasPorAgente.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details, grouped by agents, the amount of cancelled calls for the date range selected. | Ver |
| Cancelled by Days and Hour | LlamadasSalientesCanceladasPorDiasHoras.jrxml | Outbound | The user selects one or more campaigns, one or more agents and a date range. The report details the amount of outbound cancelled calls grouped by day of the week and hour. | Ver |
| Cancelled by Dates | LlamadasSalientesCanceladasPorFechas.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of cancelled calls grouping by days that are between the date range selected. | Ver |
| Cancelled by Date and Hour | LlamadasSalientesCanceladasPorFechasHoras.jrxml | Outbound | The user selects one more campaigns and one or more agents. The report details the amount of cancelled calls grouping by date and hours of the day between the selected date range. | Ver |
| Cancelled by Hour | LlamadasSalientesCanceladasPorHoras.jrxml | Outbound | The user selects one or more campaigns and one or more agnets. The report details the amount of cancelled calls grouped by hours. | Ver |
| Cancelled by Month | LlamadasSalientesCanceladasPorMeses.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of cancelled calls grouped by months that are between the selected date range. | Ver |
| Cancelled by month, day and hour | LlamadasSalientesCanceladasPorMesesDiasHoras.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of cancelled calls grouped by monts, days of the week and hour between the selected date range. | Ver |
| Cancelled by Number | LlamadasSalientesCanceladasPorNumero.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the number that was called, the status of the call and the amount of cancelled calls for that number. | Ver |
| Cancelled by Day | LlamadasSalientesCanceladasPorDias.jrxml | Outbound | The user selects one or more campaigns, one or more agents and a date range. The report details the amount of cancelled calls for days of the week. | Ver |
| Cancelled by Agent | LlamadasSalientesCompletadasPorAgente.jrxml | Outbound | The user selects one or more campaigns, one or more agents and inserts a number making reference to the duration of the call. The report details the amount of outbound calls for those agents that meet the condition that the call is greater to the entered number for the user. | Ver |
| Completed by Days | LlamadasSalientesCompletadasPorDias.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of outbound completed calls grouping by days of the week. | Ver |
| Completed by Days and hour | LlamadasSalientesCompletadasPorDiasHoras.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of outbound completed calls grouped by days of the week and hour. | Ver |
| Completed by Dates | LlamadasSalientesCompletadasPorFechas.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of outbound completed calls grouping by days of the selected date range. | Ver |
| Completed by Dates and Hour | LlamadasSalientesCompletadasPorFechasHoras.jrxml | Outbound | The user selects one or more campaigins and one or more agents. The report details the amount of outbound completed calls grouped by date and hour. | Ver |
| Completed by Hours | LlamadasSalientesCompletadasPorHoras.jrxml | Outbound | The user selects one or more campagns and one or more agents. The report details the amount of outbound calls grouped by hours of the day. | Ver |
| Completed by Month | LlamadasSalientesCompletadasPorMeses.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of outbound calls grouped bt months that are between the selected date range. | Vere |
| Completed by Month, Day and Hour | LlamadasSalientesCompletadasPorMesesDiasHoras.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of outbound completed calls. | Ver |
| Completed by Number | LlamadasSalientesCompletadasPorNumero.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the amount of outbound completed calls grouping by number. Plus it provides information about the status of the call. | Ver |
| Completed Detail | LlamadasSalientesCompletadasDetalle.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details for each selected agents, the outbound completed calls that made and provides the next information: date of the call, name of the agent, number to which the call was made, spoken time, total time (includes waiting time). | Ver |
| Detail Cancelled by Status | LlamadasSalientesCanceladasListadasPorEstado.jrxml | Outbound | The user selects one or more bells, one or more agents, and the report by grouping by state, the date of the call, the bell, the agent who made the call, and the number tha was called. | Ver |
| Listing completed by state | LlamadasSalientesCompletadasListadasporEstado.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the outbound completed calls grouping by status of the same. It also provides the next information: date of the call, agent that made the call called number, duration of the call and total duration of the call (includes waiting time). | Ver |
| Outbound Campaign Summary | ResumenCampanaRangoSalientes.jrxml | Outbound | Shows on intervals of 30 minutes the amount of outbound answered calls, the amount of outbound not answered calls, the amount of outbound calls with a waiting time lesser than 30 secons, amount of outbound calls with a waiting time between 30 and 60 seconds. amount fo outbound calls with a waiting time between 60 and 90 seconds, amount of outbound calls with a waiting time between 90 and 120 secons, amount of outbound calls with a waiting time greater than 120 seconds, the average spoken time and the average waited time for that time range. | Ver |
| Outbound Campaign Summary by dates | ResumenCampanaRangoSalientesPorFechas.jrxml | Outbound | Shows for the date range selected, the amount of outbound answered calls, the amoung of outbound not answered calls, the amount of outbound calls with a waiting time lesser than 30 seconds, amount of outbound calls with a waiting time between 30 and 60 seconds, amount of outbound waiting time between 60 and 90 seconds, amount of outbound calls with a waiting time between 90 and 120 seconds, amount of outbound calls with a waiting time greater than 120 seconds, the average spoken time and the average waited time for that time range. | Ver |
Times by Agent | LlamadasSalientesTiempoPorAgente.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details by agent the total waited time, the total spoken time and the sum of both for the selected date range. | Ver |
| Average call time by Agent | LlamadasSalientesTiempoPromedioAgente.jrxml | Outbound | The user selects one or more campaigns and one or more agents. The report details the average spoke time by agent for the selected date range. | Ver |
| Amount of SMS by day and agent | CantidadSMSPorDiaAgente.jrxml | SMS | A date range is selected and one or more agents. The report details the amount of SMS by day for each Agent. | |
| Amount of SMS by hour and agent | CantidadSMSPorHoraAgente.jrxml | SMS | A date range and one or more agent are selected. The report details the amount of SMS by hour for each Agent. | |
| Amount of SMS by month and agent | CantidadSMSPorMesAgente.jrxml | SMS | A date range and one or more agent is selected. The report details the amount of SMS by month for each Agent. | |
| Amount of SMS by agent | CantidadSMSPorAgente.jrxml | SMS | A date range is selected. The report details the amount of SMS by Agente between the selected date range. | |
| SMS chat | SMSDetalleConversacion.jrxml | SMS | A cellphone number is entered. The report details the sended messages and recieved for that number. | Ver |
| Not processed by DNCR | SMSBloqueadosDNCR.jrxml | SMS | One or more campaings are selected. The report details the sms that where not sended because the destination number was on the black list. The report provides information about the campaign, number that was tried to send the sms and the associated message. | Ver |
| Inbound Detail | SMSDetalleEntrante.jrxml | SMS | A date range is selected. The report details the recieved message for those dates. It provides information about the date of the message, the gateway, celphone number to which the message was sent and the text message. | Ver |
| Outbound Detail | SMSDetalleSaliente.jrxml | SMS | A date range is selected. The report details the messages sent to those dates. It provides information about the message date, gateway, cellphone number to which the message was sent and the text message. | Ver |
| Not processed by error | SMSNoProcesados.jrxml | SMS | One or more campaigns are selected. The report details the not processed messages (not sent9 por that/those campaign/s. It provides information about the ageway, destination cellphone number and text message. | Ver |
| Inbound by Hour | SMSEntrantesPorHoras.jrxml | SMS | A date range is selected. The report details the amount of recieved messages grouped by hour. | Ver |
| SMS campaign summary | ResumenSMSPorCampana.jrxml | SMS | A date range is selected and one or more campaigns. The report shows a resume of sent sms for each campaign. | |
| Outbound by Hour | SMSSalientesPorHoras.jrxml | SMS | A date range is selected. The report details the amount of sent messages grouped by hour. | Ver |
| Status Outbound SMS | SMSEstadoSalientes.jrxml | SMS | The report details the amount of messages grouped by status. | Ver |
| Outbound by Days detailed | SMSSalientePorDias.jrxml | SMS | A date range is selected. The report details the amount of messages sent for that date range grouped by day. | Ver |
CDR - Detailed Summary by Queue Excel.