This document provides an agenda for a guided tour of the new 4.0 reporting features in an contact center software. It introduces Interaction Reporter as the new reporting platform, which offers enhanced interfaces, filters, drill down capabilities, and export options over the previous Crystal Reports. The tour will demonstrate recommended reports for interaction details, schedules, quality management, recording scores, dialing success, and queue performance and recommend when to use the new or historical report tools. Attendees can ask questions after the demonstration.

1. Understanding Your Contact Center:
A Guided Tour of 4.0 Reporting
Mike Kasal
Sales Engineer, Contact Center
Bob Traynor
VP, Contact Center Solutions
Craig Krueger
Developer, Contact Center

2. Agenda
A Guided Tour of 4.0 Reporting
• What hasn’t changed
• Interaction Reporter
• Recommended/overlooked
reports and tools
• Let’s use this thing!
• Q/A

3. What Hasn’t Changed
A Guided Tour of 4.0 Reporting
• Historical Reports
– Full report library continues to be
relevant and largely available
– Avtex and its clients can continue
to author and develop custom
Crystal Reports for CIC
• Crystal Reports continues to be
available
• Interaction Report Assistant
– Personally design, build, run and
save report files

4. What is Interaction Reporter?
A Guided Tour of 4.0 Reporting
• New CIC reporting platform
for version 4.0
• Built on the ActiveReports 6
.NET platform from
GrapeCity
• Add-on module for ICBM
• Same licensing requirements

5. Why Interaction Reporter?
A Guided Tour of 4.0 Reporting
• Enhanced Interface
• Relative Dates/Times
• Report Annotation
• Ability to create and save filters
• Drill down Capabilities
• Printer friendly
• Export to multiple formats
– PDF, Excel, CSV, etc.
• Customize workspace to fit
Supervisor needs
• Skills!

6. Recommended Reports & Tools
A Guided Tour of 4.0 Reporting
• Interaction Details: Identify all segments of an interaction
quickly and easily

7. Recommended Reports & Tools
A Guided Tour of 4.0 Reporting
• Optimizer Reporting: Workgroup and agent schedule adherence

8. Recommended Reports & Tools
A Guided Tour of 4.0 Reporting
• Quality Management Reporting: Scoring and calibration

9. Recommended Reports & Tools
A Guided Tour of 4.0 Reporting
• Recorder Scorecard
Report
– Calibration for
supervisor
– Agent

10. Recommended Reports & Tools
A Guided Tour of 4.0 Reporting
• Interaction Dialer Reporting: Agent and campaign success

11. Recommended Reports & Tools
A Guided Tour of 4.0 Reporting
• Queue Reporting
– Report by interaction type
– Chart data for each Interval

12. Let’s Use This Thing!

13. Questions?