iService Business Intelligence Reports Guide

Opera Bug

Contents | Index

• Introduction
  • Getting Started
  • Using Microsoft SSRS
• On-Premise Users: Installing and Updating Reports
• Agent Activity Reports
  • Agent List
  • Feedback - Executive Summary
    • Feedback - Category Analysis
    • Feedback - Agent Summary
    • Feedback - Details
  • Forwarding Analysis
    • By Agent
    • By Topic
    • By Interaction
  • Interactions - by Status or by Type
  • Interactions by Type - Grouped by Topic
  • Login Activity
  • Response Random Audit
  • Response Time
  • Topic Change Analysis
• Contact Info Reports
  • Address Report -  by Contact Type or by Segment
• Interaction Detail Listings Reports
  • Agent Activity by Customer Type
  • Agent Response Details
  • Customer Interaction History
  • Email Details by Interaction Properties
  • Interactions by Interaction Properties
  • Resolved Message Summary
• Topic Summary and Service Levels
  • First Call Resolution
  • Interactions Summary By Property with Sorting
  • Interactions Summary By Property no Sorting
  • Mailbox Summary
  • Interactions by Type - Grouped by Contact or Company
  • Service Level - by Messages or by Percentage
  • Service Level - by Operating Hours - by Messages or by Percentage
  • Service Level - by Percentage for Contact
  • Topic Summary - by Type or by Status
  • Time of Day Reports
  • First Response Service Level
  • Service Level 15-30-45-60 Minutes
• Mass Mailing Reports
  • Mass Mailing Call Priority List
  • Mass Mailing Clickthrough Summary
    • Mass Mailing Clickthrough Details
  • Mass Mailing Summary
  • Mass Mailing Delivery
• Sales Pipeline Reports
  • Sales Pipeline by Product
  • Sales Pipeline by Sales Person
  • Sales Pipeline by Stage
  • Sales Pipeline by Target Close