Recording Report Settings Tab

You must have the default Administrator or Supervisor role or a custom role that includes the Reports > Recording Reports > Full Control permission to use the Recording Reports Settings tab.

The Report Settings tab defines the values for the report. This tab will allow the user to choose what data to use for the X-axis, and what data to include in the Y-axis. A report will require a Name, a Date Range, a Primary Series, a Graph Type, a Data Source, and a Reported Data selection before a report may be run. Typically it’s best to trend one Reported Data point (Inbound Calls, Average Call Length, etc.) by one Primary Series (Agent, Group, Workstation).

Options and Settings

The Report Settings tab includes the following options and settings:

  • Report Name (Required): A name to identify the report.
  • Public Report Design: A checkbox that enables the report to be published and used by multiple users.
  • Date Range (Required): The period of time the report should focus its analysis. Select Custom Date Range to identify a Start Date and End Date that is not available in the default list. Common date ranges include: Current Day, Yesterday, Current & Previous Week, Current & Previous Month, Previous 30 and 90 days, Current & Previous Year.
  • Start Date and End Date: Selections only available when Custom Date Range is selected in the Date Range drop-down menu. Enter a Start Date and an End Date for the report by clicking on the arrow.
  • Primary Series (Required): Identifies who or what type of data will be compared. This is the primary data point on the X-Axis of the graph or the first column of the table. Primary Series selections include: Agent, Extension, Contact Point, None, and List Calls.
  • Trend Type: Identifies how the data within the date range should be calculated. Choose from the available options: None, Daily, Weekly, Monthly, Quarterly, and Yearly. Trends display best in a Table format. If more than one Reported Data choice is selected, the Trend Type will default to None.
  • Trend Periods: Only available when a Trend Type is selected. Trend Periods divide the Date Range (Previous Year) with a Trend Type (Weekly) into a subset of intervals for the Time Period (26=first 26 weeks of last year).
  • Graph Type (Required): Identifies what format the report should display the results. Choose from a Bar Graph, Column Graph, Line Graph or Table. Trended data is best displayed in a table format.
  • Flip X and Y Axis: Allows the Primary Series to chart on the Y-Axis/first row of the graph format and the Reported Data to chart on the X-Axis/first column of the graph format.
  • Call Direction: Allows selection of call direction for the content of the report. Selections are: Any, Inbound, Outbound or Agent Initiated.
  • Screen Capture: Includes or excludes data based on whether a screen capture was simultaneously recorded with the audio. Selections are Any, Audio Only or Audio & Video.
  • Archive Status: Hidden and not used at this time. Default is Any. Allows selection of archived data by one of a number of archive status.
  • Reported Data on the right side (Required): Identifies the data value to be analyzed. This is the primary data point on the Y-Axis of the graph or the first row of the table and the content depends on the Primary Series menu selection made.
  • Include 0 values (default is unchecked): Only appears in Reported Data when the Primary Series selection is Group. Check this box to include Report Setting and Filters parameters that have a 0 value. Typically, CxQM Reports exclude data with a 0 value.
  • Include Unassigned Group (default is unchecked): Only appears in Reported Data when the Primary Series selection is Group. This option will include any unassigned group in the report.

Make Report Settings

  1. In the Report Settings tab of the New Recording Report pop-up window, type a unique name in the Report Name field. The name must be unique for the owner of the report.
  2. Public Reports Design: Report will be required to have a unique name across all reports no matter who owns them. If a report is set to private (Public Report Design option unchecked), then any other report owned by another user can have the same name.
  3. Enter a Date Range for the report. Convenient common data ranges include:
    • Custom Date Range: Select the Start Date to the End Date of the desired time period to search.
    • Current Day: Selects all today’s calls from 00:00:00 AM to current time.
    • Yesterday: Selects all yesterday’s calls from 00:00:00 AM to 11:59:59 PM.
    • Current Week: Selects all calls from Sunday 00:00:00 AM to current day and time.
    • Previous Week: Selects all calls from Sunday 00:00:00 AM to Saturday 11:59:59 PM.
    • Current Month: Selects all calls from 00:00:00 AM on the first of this month to current day and time.
    • Previous Month: Selects all calls from 00:00:00 AM the first day of last month to 11:59:59 PM of the last day of last month.
    • Previous 30 Days: Selects all calls from the past 30 days.
    • Previous 90 Days: Selects all calls from the past 90 days.
    • Current Year: Selects all calls from Jan 1st at 00:00:00 AM to current day and time.
    • Previous Year: Selects all calls from Jan. 1st at 00:00:00 AM to Dec. 31 at 11:59:59 from last year.
  4. If a further breakdown of the Date Range is required, then create a Trend Type with a Trend Period. For example, compare weekly recording counts over the last quarter by selecting a Date Range of Previous 90 Days with a Trend Type of Weekly and a Trend Period of 13 weeks. If not, skip to the next step.
    1. If selecting to Trend, then only one selection can be made in the Reported Data column. If more than one Reported Data choice is selected, the Trend Type will default to None.
    2. Primary Series selection List Calls cannot be trended.
    3. Trend Periods are not divisions of the Trend Type. They are more like calendar periods. For example:
      • Daily Trend Type: Includes Trend Period values from 7 to 31. Using a monthly Date Range for example, 7 will display call values for only the first 7 days of the month; and 31 will display call values for all 31 days of the month.
      • Weekly Trend Type: Includes Trend Period values from 2 to 52. Using a year Date Range for example, 2 will display call values for only the first 2 weeks of the year; and 52 will display call values for all 52 weeks of the year.
      • Monthly Trend Type: Includes Trend Period values from 2 to 12. Using a year Date Range for example, 2 will display call values for only the first 2 months of the year; and 12 will display call values for all 12 months of the year.
      • Quarterly Trend Type: Includes Trend Period values from 2 to 12. Using a year Date Range for example, 2 will display call values for only the first 2 quarters of the year; and 4 will display call values for all 4 quarters of the year. A value of 12 will be used with a 3-Year custom date range.
      • Yearly Trend Type: Includes Trend Period values from 2 to 12. A 2 will display call values for only the first 2 years of the custom date range; and 12 will display call values for 12 years of the custom date range.

    5. If Trend Periods are being used, only Trend periods (day, week, month, quarter, or year) with data will be displayed. For example, if Monday-Friday have data but Saturday and Sunday do not, then the days without data will not be displayed.

  5. Select the desired Primary Series for the report. Each series selected may turn on or off certain Report Settings. This aids the report designer to minimize creating a report that is too complex. Choose from any of the following:
    • Groups: Compare call KPIs and counts across Playback and Recorder Groups of agents within the CxQM system.
    • Agent: Compare call KPIs and counts across Agents.
    • Extensions: Compare call KPIs and counts across extensions.
      • Include 0 values will turn gray and unavailable.
    • Contact Point: Compare call KPIs and counts across incoming dialed numbers.
    • None: View larger sets of data or use with multiple dimensions of data (Reported Data). This is necessary to ensure that only two dimensions of data are graphed (X number of calls trended over N time periods).
      • Include 0 values will turn grey and unavailable.
    • List Calls: Compares call KPIs and counts across a list of recordings.
      • Trend Type will automatically change to None.
      • Graph Type will automatically change to Table format.
      • Reported Data will switch to the column selector format.
  6. Enter the desired Reported Data for the report. Each data set selected may turn on or off certain Report Settings. This aids the report designer in order to minimize creating a report that is too complex. Choose from any of the following:
    • All Calls: Analyze data from all calls that meet the Report Settings criteria.
    • Inbound: Analyze data from incoming calls only.
    • Outbound: Analyze data from outgoing calls only.
      • Use 1000 separator (,): Displays values with or without a digit grouping comma delimiter. (10000 vs. 10,000)
    • Avg Call Length: Analyze data by the average duration of the call. This is calculated by dividing the total duration by the total number of selected calls. Average Call Length displays in minutes with two decimal places.
    • Total Talk Time: Analyze data by the total number of call hours. This is calculated by adding up the duration of all selected calls in time format in hours or days.
      • Use 1000 separator (,): Displays values with or without a digit grouping comma delimiter. (10000 vs. 10,000)
    • Percent Time on Hold: Analyze data by the percentage of time a call has been on hold versus the total time of the call. The values will be rounded to the nearest tenth percent (i.e. xx.x%).
    • Total Hold Time: Analyze data by the total time several calls are on hold. This is calculated by adding up the hold duration of all selected calls in time format in hours or days.
      • Use 1000 separator (,): Displays values with or without a digit grouping comma delimiter. (10000 vs. 10,000)
    • Percent Time on Pause: Analyze data by the percentage of time a call has been on pause versus the total time of the call. The values will be rounded to the nearest tenth percent (i.e. xx.x%)
    • Total Pause Time: Analyze data by the total time several calls are on pause. This is calculated by adding up the pause duration of all selected calls in time format in hours or days.
      • Use 1000 separator (,): Displays values with or without a digit grouping comma delimiter. (10000 vs. 10,000)
    • If List Calls is selected as the Primary Series, the Reported Data area will switch to a column selector format. Add (+ button) or Delete (X button) any additional columns as desired. Choose columns from the following list of data selections:
      • Time: The Start Time of the call shown in local server time.
      • End Time: The End Time of the call shown in local server time.
      • Call Duration:The duration of the call in seconds.
      • Recording Duration:The duration of the recording in seconds.
      • Agent First Name:The first name of the agent configured in the recorder or mass archive database.
      • Agent Last Name:The last name of the agent configured in the recorder or mass archive database.
      • Agent Name: The full name of the agent configured in the recorder or mass archive database.

        • The name of the Agent pulls directly from the Recorder or Mass Archive Database. If the Web client’s Agent Setup and the Recorder’s Agent Setup do not match, then the agent names will default to the Recorder’s Agent Setup.

      • Agent ID: The ID number of the agent associated with the call.
      • Customer Identification: The customer's identification for the incoming call of a customer or the outbound call of agent.
      • DNIS: The Dialed Number Identification Service (DNIS) for the incoming call or the outbound call.
      • Extension: The extension the call was recorded on.
      • Screen Capture: A designation of whether the call had a simultaneous screen capture recording. This is only useful if CxQM Capture was purchased with your deployment.
      • Archive Status: The archive status associated with call recordings.
      • Locked: Indication of call recording lock status.
  7. Select the desired way to display the data in the Graph Type drop-down menu. To switch the order the data displays, select the Flip X and Y Axis checkbox. Graphs default in the following manner:
    1. Bar Graph: Displays data in horizontal bars. The Primary Series selection will appear on the left vertical with a total at the end of the bar; and the Reported Data will appear on the bottom horizontal. A total count for all analyzed data will be displayed at the top of the chart. If the Flip X and Y Axis is turned on, Reported Data will display on the left and the Primary Series will display on the bottom.
    2. Column Graph: Displays data in vertical bars. The Primary Series selection will appear on the bottom horizontal with a total at the end of the column; and the Reported Data will appear on the left vertical. A total count for all analyzed data will be displayed at the top of the chart. If the Flip X and Y Axis is turned on, Reported Data will display on the bottom and the Primary Series will display on the left.
    3. Line Graph: Displays data in a point-to-point line across the graph. The Primary Series selection will appear on the bottom horizontal with a total at the point; and the Reported Data will appear on the left vertical. A total count for all analyzed data will be displayed at the top of the chart. If the Flip X and Y Axis is turned on, Reported Data will display on the bottom and the Primary Series will display on the left.
    4. Table: Displays data in a table format. The Primary Series selection is the first column of the table; and the Reported Data labels run across the top row with values below. If the Flip X and Y Axis is turned on, Reported Data will display in the first column and the Primary Series will run across the top row.
  8. Select any additional display options as desired. The options include:
    1. Public vs Private report: Make this report available to other report designers by checking the Public Report Design checkbox under Report Name. To make it private and for your use only, leave the box unchecked.
    2. Modification capabilities: Secure the settings of this report by checking the Only Owner Can Modify checkbox under Report Name. Only an owner whom setup the report or an Administrator user can modify the settings and filters for this report under this name. Leave the box unchecked if multiple users will need modification capability for the report under this name.
    3. Flipping the data: To switch the order the data displays, select the Flip X and Y Axis checkbox under Graph Type drop-down menu.
    4. Include 0 values: Include values in the report that have a 0 value by checking the Include 0 Values checkbox under Reported Data.
    5. Include Unassigned Group (default is checked): This option will include any unassigned group in the report.
  9. If desired, set these report settings to automatically schedule this report to run every day, week, or month by clicking on the Recurrence tab.
  10. If desired, refine the report by including additional settings in the Misc tab or filter by Groups, Users, or Resources. Refer to the following sections which explain each tab at the top of the New Recording Form pop-up menu:
  11. When ready, click Run to Run the results of the report.
  12. Click Save to save the settings to the Report List or click Close to cancel the report.