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Introduction
Report Manager
CCM 3.1
Report Manager
The Report Manager provides in depth historical reporting on Call Center
activity. In addition to reporting on call information, the Report Manager
allows reporting on agent activity enabling human resource management.
The product is supplied with Corporate Document templates which may be
used to create standard 'management ready' reports.
With Report Manager, you can:
•
Access reports that contain data from the INDeX Archiver;
•
Organize and print your reports;
•
Refresh report data;
•
Schedule reports to be refreshed, printed, or save reports as HTML
documents on web servers.
Report Manager comprises of two elements - Report Server and Report
Viewer. The Report Designer is a separate program which lets you design
your own reports.
Report Designer
Archiver
Report Server:
The Report Server stores Call Records (SMDR's), along with agent status
information records, into a MS SQL database. Call records store detailed
information about every call such as time of call arrival, intended recipient,
answering agent, CLI etc. In fact, the SMDR record contains up to 37 fields
of data per call.
Report Server comprises of two elements which are Archiver and Report
Scheduler. It allows up to 9 Report Viewers and providing users access to a
central source of data across the network.
•
Archiver:
Archiver obtains and accumulates the information from the telephone
system via the Delta Server.
•
Report Scheduler:
Report Scheduler offers scheduled or batch processing of documents.
Report Viewer:
Report Viewer is a software tool to integrate reporting and analysis. It
enables you to schedule Corporate Documents that display accurate, up-to-
date data.
Report Manager
Report Server
Report Scheduler
38HBK00001SCB Issue 9 (18/07/2002)
Report Manager
Report Viewer
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