The multichannel software provides a variety of ways for a contact center manager or supervisor to generate reports. The Collaboration Server and E-Mail Manager applications have application-specific reports. You can also use WebView, a web interface for enterprise reporting applications, to generate integrated reports that consolidate information.
Using WebView, you can view, create, and modify integrated reports. For example, you can create reports based on media routing domains to determine how long agents spend when responding to requests using the different types of media, such as multi-session chat and e-mail.
Depending on how your administrator has configured WebView and assigned your access permission, you can work with reports directly from the browser on your PC. You can also view WebView reports from an ICM Admin Workstation or from any other ODBC-compliant desktop application.
See the WebView online Help for details about creating WebView reports.
Note: With
an IPCC configuration, the ICM reporting model takes advantage of the
reporting elements associated with IPCC, including enhancements to Call
Type statistics to allow better reporting of queue statistics where calls
are queued in an IVR separate from the voice switch.