universus reports

UNIVERSUS REPORTS

Alliance Infotech Pvt. Limited

Universus Reports

There are five main Reports -

1)Agent Reports2)Campaign Reports3)Manual Call Reports4)Search Reports5)Graphical Reports

Reports can be categorized as:

Agent Reports consist of :1) Agent Log in-Log out Report2) Agent Performance Details Report3) Agent Call Wrap Report4) Agent Handling Details Report5) Agent-wise Total Calls Report6) Agent Break-Time Report

1. Agent Log in-Log out Report

Select 'Start Date' and 'End Date', then select 'Campaign' from the dropdown. You can download the report. The fields that can be viewed through the report :

a) User

b) Event

c) Cause

d) Date/Time

1. Agent Log in-Log out Report

2. Agent Performance Details Report

Select 'Start Date' and 'End Date', then select 'Campaign' from the dropdown. You can download the report. The fields that can be viewed through the report :

- Total No of Calls, Total Time , Break Time , Break Avg. ,

Time , Talk Time , Talk Avg. , Wrap Time , Wrap Avg.

By Clicking on the no. of calls , each call detail view comes up.

2. Agent Performance Details Report

3. Agent Call Wrap Report

Select 'Start Date' and 'End Date', then select 'Campaign' from the dropdown. You can download the report. The fields that can be viewed through the report :

- Total No of Calls, User , Wrap Time , Wrap Avg. By clicking on the total no. of calls, you can find

- Wrap Time, Filename,Phone Number ,Status.

3. Agent Call Wrap Report

4. Agent Handling Details Report

Select 'Start Date' and 'End Date', then select 'Campaign' from the dropdown. You can download the report. By clicking on the total no. of calls, you can find

- Handling Time, Filename ,Phone Number ,Status. The fields that can be viewed through the report :

Total No of Calls, User , Handling Time , Handling Avg.

4. Agent Handling Details Report

5. Agent-wise Total Calls Report

Select 'Start Date' and 'End Date', then select 'Agent' from the dropdown. The fields that can be viewed through the report :

- Total No of Calls, Agent By clicking on the count, you can view

- End Date Time, Start Date Time,Duration in minutes,

Caller ID,DID Number. You can export the report.

5. Agent-wise Total Calls Report

6. Agent Break-Time Report

Select 'Start Date' and 'End Date', then select 'Campaign' from the dropdown. You can download the report. The fields that can be viewed through the report :

- User , Event Date Time , Pause Secs . By clicking on the Toggle View, you can find

- Break In Time, Break Out Time, Break Duration in Secs and Reason. Pause Break = ( Total Pause Seconds – Total Break Duration in Secs )

6. Agent Break-Time Report

Campaign Reports consist of :1) Inbound Report2) Half-Hourly Inbound Report3) Hourly Inbound Report4) Inbound / Outbound Report

Campaign Reports

1. Inbound Report

Select 'Start Date' and 'End Date', then select 'Agent ID' ,'Client Name' ,

'DID Name','Queue Name','Status' from the dropdown. You can download the report. You can view Total calls for Campaign. The fields that can be viewed through the report :

- Client Name,DID Name,Queue Name,Lead ID,Phone Number,Status,In Queue (in secs) , Call Date.

1. Inbound Report

2. Half - Hourly Inbound Report

Select 'Start Date' and 'End Date' You can download the report. The fields that can be viewed through the report :

- Call Date , Time Interval , Total Incoming Calls, Converts,

Queue Drops, Agent Drops.

2. Half - Hourly Inbound Report

3. Hourly Inbound Report

Select 'Start Date' and 'End Date' You can download the report. The fields that can be viewed through the report :

- Call Date , Time Interval , Total Incoming Calls, Converts,

Queue Drops, Agent Drops.

3. Hourly Inbound Report

4. Inbound / Outbound Report

Select 'Start Date' and 'End Date', then enter 'Phone Number' You can download the report. You can view Total calls for Campaign. The fields that can be viewed through the report :

- DID ,Phone Number,Filename, Call Date.

3. Inbound / Outbound Report

Manual Call Reports

Manual Call Reports consist of :

1) Manual Call Report2) Missed Call Report3) Call Drop Report4) Voicemail Report

1. Manual Call Report

Select 'Start Date' and 'End Date' ,then select 'Type of Call','Extension' from dropdown and Search Box for 'Phone Number' and 'Length in Sec'

You can download the report. You can view Total Records. The fields that can be viewed through the report :

- 'Source ID', 'Caller ID' , 'Start Time', 'End Time' , 'Recording Filename' , 'Type of Call' and 'Length in Sec','Status'.

1. Manual Call Report

2. Missed Call Report

Select 'Start Date' and 'End Date', then select 'DID Number' and 'Call Status' from the dropdown.

You can download the report. The fields that can be viewed through the report :

- Call From, Call To , Status, Start Date Time ,Click to Call,

Call Status

2. Missed Call Report

2. Missed Call Report(a) Click to Call Feature

Click on Click to Call Icon. You have to type the User Number from which

the call gets connected to the Contact Number.

2.(a) Click to Call Feature

3. Call Drop Report

Select 'Start Date' and 'End Date', then select 'Agent ID' ,'Client Name' ,

'DID Name','Queue Name','Status' from the dropdown. You can download the report. You can view the total calls dropped. The fields that can be viewed through the report :

- Client Name,DID Name,Queue Name,Lead ID,Phone Number,Status,In Queue (in secs) , Call Date.

3. Call Drop Report

4. Voicemail Drop Report

Select 'Start Date' and 'End Date', then select 'Call Status' , 'Status' from the dropdown and Search Phone Number.

You can download the report. The fields that can be viewed through the report :

- Date , Extension/Queue , Filename ,Phone Number,Status,Click to Call , Call Status.

4. Voicemail Drop Report

Search Recording Report

Select 'Start Date' and 'End Date', then select 'Campaign ID' ,

'DID Number','Queue Name','Agent ID','IVR Name' ,Search Type' from the dropdown and Search Box for ' Phone Number', 'Status' and ' Length >= '

You can download the report. The fields that can be viewed through the report :

- DID Number , Campaign ID, Phone Number, Status, Length (in secs) ,

Call Date, Agent ID , Recording ID, File Name.

Search Recording Report

Graphical Reports

Agent Activity Report Incoming Calls by Hours

1. Agent Activity Report

2. Incoming Calls By Hour

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