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

  1. Open the Workspace.

  2. Select the Live Reports tab.

  3. Hover over Administration.

  4. Select Reports.

  5. Select the Create tab.

  6. Open the Data Set drop-down selection list.


The available report datasets are:

Dataset name

Contents

Templates using

Activities

Customer transaction data

Agents

Agent data

Workflow Activities

Information on incoming calls

Agent History

Logged details of an agent's activities 
over a given period

List Penetration

Statistical information relating to Lead Lists 
over a defined period

Custom

An administrative report dataset

Call Results

Statistical information on calls that allows contact 
centre management to monitor the performance 
of the predictive dialler

Lead

Interaction data for each lead

Dialler Current

Information on the current activities of the Dialler

Dialler Attempts

Dialler outcomes totals and percentages for one day
in one campaign using one list

Agent Statistics

Agent Statistics