Create Report

Legend

Option / function

Description

1

Header

Here, you can enter a descriptive title for the report.

The title serves to identify the report and briefly describe its content.

2

KPI

KPI (Key Performance Indicator)

Here, you can select a key performance indicator to define the focus of the report, see KPI.

• Recording: Total number of recorded communication activities.
• Audit reports: Reports of different audit events.
• Analytics: Reports of calls based on keywords, categories or policy hits.
• Quality Management: Insight into the performance of individual, multiple or groups of agents.
• Wallboard: Overview of different live KPIs.

3

Selected User

Here you can specify the users or user groups from which the information for the report is to be extracted. This selection makes it possible to focus the report on specific users or groups.

1. Click in the field Variables-ItalicSelected users.
2. Enter the first letter of the name of a user or of a group.
3. Select one or several users or groups from the drop-down list whose recordings and information you would like to use as basis for the report.

NOTICE! The user's access rights determine whether other recordings are available in addition to the user's own recordings.

4

Widget

Here you can select the desired display type to visualize the data in your report. For a detailed description, see Widget.

• Number: One metrical value for a quick overview.
• Spline: Dots on a line to analyze trends.
• Simple Bar: Vertical bars to compare categories.
• Stacked Bar: Stacked bars to visualize shares and total number.
• Doughnut: Pie chart with ring segments to indicated percentages.
• Pie: Pie chart to indicated percentages.

5

View Option

Here you can select the desired view option to customize the display of the data in your report. The view option describes the parameter under consideration. The selection of the view option is displayed dynamically. The view option is preset depending on the KPI and display option.

• View Option Number: Displays data as absolute number.
• Time: Displays the evolution of the data over time.
• Keymap: Displays the percentage or shares of data.
• User: Activities or performance with regard to users or groups.
• Total: Overall view of data without filters or restrictions.

6

Conversation Type

Here you can select the desired conversation type to define which type of recordings are evaluated.

NOTICE! Select one or more conversation types to display or break down the KPI types in more detail. If no conversation type is selected, all conversation types are taken into account.

• =Type Inbound: Calls coming in from external numbers.
• = Type Outbound: Calls going out to external numbers.
• = Type Meeting: Meetings with several users or conferences.
• = Internal conversations: Calls within the organization.
• = Chat: Conversations in text form.
• =Uploaded: manually uploaded files.

7

Value

Here you can select the desired value to define the output data unit.

• Count: Total number of calls in the selected context.
• Duration/min: Total duration of the calls in minutes.

NOTICE! Whether the value Number or Duration/min is displayed for selection depends on the selected KPI type and the selected display type.

8

Time Format

Here you can select the desired Select the time format and therefore the period for which the report is to be created. For a detailed description, see Time Format.

NOTICE! Dynamic display when activating: Cycle or User-defined.

• Cycle: A predefined period is offered for report generation.
• User-defined: A freely selectable time period is offered for report generation.

Option / function

Description

KPI

Alarm Configuration

Here you can configure an alarm that notifies you by email for a specific condition. For a detailed description, see Alarm Configuration.

1. Select a comparison operator from the valueType drop-down list:
   > is greater than
   < is smaller than
   >= is greater than or equal to
   <= is smaller than or equal as
   == is identical with, same as
   == is identical with, same as
2. Select a number as the threshold value in the Value field.
   This value defines when a notification is issued.
3. Enter one or more e-mail addresses in the E-mail address field.
4. Use the Validity check button to check whether the e-mail address(es) correspond to the specifications of the client configuration.

• Recording: All
• Audit reports: All
• Analytics reports:
  Number Of Calls With Keyword
  Number Of Calls With Category
  Policy Hits
• Wallboard: All

Send as mail

Here you can have an e-mail sent to you at a specific time. For a detailed description, see Send as mail

• Recording: All
• Audit reports: All
• Analytics reports:
  Number Of Calls With Keyword
  Number Of Calls With Category
  Policy Hits
• Wallboard: All

Audit Log Events

You can select one or more audit events here. For a detailed description, see Audit events for creating an audit report

• Audit reports:
  Audit Logs

Problem Types

Here you can select one or more problem types.

• Only Silence: The recording contains no sound, only silence.
• Less Duration: The recording is shorter than expected.
• Packet Loss: Specifies the percentage of sound loss.
• Only Transcript: The sound was not processed. Only the transcript exists.
• Total Loss: The metadata and extensions are missing.
• Call Try: Recording that lasted less than 30 seconds. There is no metadata, but there is no loss of recording.
• Processing: The recording (metadata and extension) is still being processed.
• Single: The conversation was only recorded by the HA bot.
• Ongoing: The conversation is still ongoing.
• Other User: The call was recorded by another user from the scenario.
• Audio Loss: The audio extension is missing in the extensions.
• Processing Error: Very long processing time for the metadata (metadata has not yet been written) or processing of the metadata has not yet started (metadata has been written, but processing has not yet been completed).
• No Transcript: Transcript was not processed.
• Transcript Error: Transcript was partially processed.
• Video Loss: Some of the videos and/or screen sharing are missing in the extensions.

• Audit reports:
  Calls With Problems

Job ID

You can select one or more job IDs here. The job IDs contain import, export or integration jobs and are configured by the administrator. If you have any questions, please contact your administrator.

• Audit reports:
  Not Exported
  Imported

Keyword

You can add one or more keywords here.

NOTICE! Separate several keywords with a comma.

• Analytics reports:
  Number Of Calls With Keyword

Category Selection

Here you can select one or more categories.

• Analytics reports:
  Number Of Calls With Category
  Category compared

Show all category versions

Here you can decide whether all versions of the categories should be displayed in the Category drop-down field.

• Analytics reports:
  Number Of Calls With Category
  Category compared

Policy Selection

You can select one or more policies here.

• Analytics reports:
  AI Categorization
  Policy hit
  Policy compared
  Agent compared

Show all policy versions

Here you can decide whether all versions of the policies should be displayed in the Policy selection drop-down field.

• Analytics reports:
  AI Categorization
  Policy hit
  Policy compared