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Monitoring and Reporting
Monitoring and Reporting
  • Monitoring and Reporting
  • Online Monitoring
  • Reporting
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  2. Reporting

    The reporting application contains a data warehouse. The actual reporting is carried out using SAP BusinessObjects (BO). Reporting offers ready-made reports on agents, contacts, contact volumes, scripts, and outbound campaigns.

  3. Standard Reports
  4. Queue Reports
  • Reporting

    The reporting application contains a data warehouse. The actual reporting is carried out using SAP BusinessObjects (BO). Reporting offers ready-made reports on agents, contacts, contact volumes, scripts, and outbound campaigns.

    • Basic Concepts

      This section explains some basic terms and formulas used in reporting.

    • Reports with SAP BusinessObjects

      This section explains how to:

    • Standard Reports
      • Agent Reports
      • Queue Reports
        • Queue - Serving Reports
        • Queue - Skill Match Reports
      • Volume Reports
      • Script Reports
      • Outbound Reports
      • OLAP Cubes and Universes Used in Reports

Queue Reports

Queue reports enable viewing the system from the queue point of view.

  • Queue - Serving Reports - how many agents have been serving in queues.

  • Queue - Skills Reports - how skill requirements are met in queues.

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