Report Datasets

Overview

Each report dataset represents a predefined query on the contact centre database.

Choosing a report dataset together with a grouping definition dictates what information is made available from the Contact Centre database and how it is organised and presented in the report.

Where to find this feature

Open the Workspace.
Select the Live Reports tab.
Hover over Administration.
Select Reports.
Select the Create tab.
Open the Data Set drop-down selection list.

The available report datasets are:

Dataset name	Contents	Templates using
Activities	Customer transaction data	Activities Inbound Ungrouped Activities Outbound Ungrouped All Queue Wallboard Billing: Calls by Campaign, Date, IDD Billing: Calls by Date, IDD Billing: Calls Ungrouped DNIS Activity by DNIS
Agents	Agent data	Agent by Agent Agent by Date, Agent Agents Ungrouped Campaign Data Ungrouped Wrap Code by Agent Wrap Code by Campaign
Workflow Activities	Information on incoming calls	Workflow Activity Ungrouped
Agent History	Logged details of an agent's activities over a given period	Agent Actions Ungrouped Agent Pause Reason Ungrouped Agent Pause Reason by date Billing: Agent Hours By Agent Billing: Agent Hours By Campaign Billing: Agent Hours By Date Billing: Agent Hours Ungrouped Billing: Agents Logged In By Hour
List Penetration	Statistical information relating to Lead Lists over a defined period	List Penetration by List
Custom	An administrative report dataset	Agent Performance Wallboard Campaign Dialler Performance Dialler Progress
Call Results	Statistical information on calls that allows contact centre management to monitor the performance of the predictive dialler	Call Results by Campaign (Compliance) Dialler Progress Ungrouped
Lead	Interaction data for each lead	Leads Ungrouped
Dialler Current	Information on the current activities of the Dialler	Dialler Current by Hour
Dialler Attempts	Dialler outcomes totals and percentages for one day in one campaign using one list	Dialler Attempts by Date, Campaign, List
Agent Statistics	Agent Statistics	Billing: Agents Stats by Date Billing: Agent Stats by Month Billing Agent Stats Ungrouped