Reports > Designs Window Display and Controls

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

Access the Reports > Designs Tab

Access CxEngage Recording or Evaluation Reports by using the Quality Management > Reports > Designs tab.

Quality reporting is used to measure how well contact center agents and supervisors are performing and improvement in any number of areas such as customer satisfaction, training or product knowledge.

When the user accesses the Designs window, the following components are shown:

  • Designs tab and ribbon bar: At the top, the ribbon bar contains icons or buttons used to perform various reporting tasks.
  • Reports Title bar: At the top of the Reports record table, labels the table.
  • Clear Filters: Used to clear all column filter settings to default.
  • Column drag zone: To the right of the window title is a column drag zone. It states "Drag a column header and drop it here to group by that column".
    • Click on a column header and drag it to this drag zone space.
    • This creates a new view of records by sorting them by the contents of the header. For example, alphabetically.
    • A small <column name> box sits in the drag zone.
    • Clicking on the small Up or Down arrow moves the sorted list up or down.
    • Clicking on the X in the box closes the sorting column and the returns the Reports view to its previous state.
  • Results: Indicates the results the number of reports records. If the number shown is 19, there is one record for each of 19 reports.
  • Reports table displaying records with all of the built-in and custom Recording and Evaluation Reports data. Table columns include:
    • Header Name Description
    Report Name The name given to the report by the Owner.
    Report Type The type of data the report displays: Recording type report or an Evaluation type report.
    Graph Type The type of graph produced in the report: Bar Graph, Column Graph, Line Graph or Table.
    Owner Type

    Indicates ownership of the report as:

    • Public: Available for public use and modification.
    • Private: Available for private use only.
    Owner First and Last Name The name of the user who created the report and its report settings and filters.
    Primary Series

    Defines the list or series of information to be shown in the X axis of the graph or the first column of a table. This is the primary data point of the report. Depending on the report type, the series displayed could be:

    • Recording Types include: Group, Agent, Extension, Contact Point, List Calls, and None.
    • Evaluation Types include: List Evaluations. Agent, Group, Evaluator, Track Evaluation Changes and None.
    Date Range

    The date range selected for the report. Regardless of the report type, the date range displayed can be:

    Current Day, Yesterday, Current Week, Previous Week, Current Month, Previous Month, Previous 30 Days, Previous 90 Days
    Schedule The frequency or recurrence the report is automatically run. Choices displayed are Daily, Weekly, Monthly. If there is no schedule configured a the column will be blank.
    Last Schedule Run The last date and time on the schedule this report was run on.
    Recurred The number of times the automatic scheduled report has run. If a number of occurrences is set to a limited amount, then this column keeps track of the number of times the report has been run.
    Status The Status field shows if a report is queued up to be run, currently running, or has successfully completed.

The Reports tab allows the user to:

  • Create new report design templates to save for quick and easy re-use.
  • Run and modify new and existing reports to custom specifications including complex date trending.
  • Setup a schedule to run reports automatically and notify by email address(es).
  • Copy and re-use built-in and existing reports to customize results quickly.
  • Compare agents, groups and resources by:
    • average interaction length
    • total talk time
    • total hold time and percent time on hold
    • total pause time and percent time on pause
    • locked and unlocked calls
    • presence and absence of agents on interactions
    • number of interactions
  • Separate interaction data between inbound and outbound interactions
  • Quickly pinpoint data using a simple or complex date range or by day
  • Trend reported data by day, week, month or year
  • List overall interaction data in an exportable table format for offline analysis
  • Analyze data specific to stations that include Screen Recording video
  • Monitor quality management easily by tracking the number of interactions flagged for review
  • Compare interactions with similar remarks across all agents, groups, dialed numbers, calling line IDs or extensions and other resources
  • Print, email or export reports to any concerned manager, supervisor or employee
  • Enable reports for public or private use with the Public Report checkbox
  • Secure reports from public modifications with the Only Owner Can Modify button
  • Sorting is available by selecting the header at the top of each column.
    • First click will sort ascending
    • Second click will sort descending
    • Third click will return to the default sort
  • Quick filters are available to refine a search.
    • Click on the Filter Icon in the header of each column to select filter parameters for that column.

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