Detailed Reports

Once you've created a schedule, you can generate reports that provide information about shifts, personnel, and switch data. Default reports are provided with the program while more in depth reports can be purchased, based on your needs. Detailed reports include the following topics:

Generate your reports in the CxWFMReports module.

Management Reports

Management reports are purchasable. Speak with your Enghouse Interactive representative for information on these reports. Using the report wizard, you can make different choices and selections that affect what displays on the report

Go to Reports > Management Reports.

Defining Management Report Layout Options

There are specific layout options available that change what displays on each report and how it displays. Not all parameters are available for all reports.

Filter - Filter the report by Contact Center, Workgroups, Teams, Skills, and Task types. Highlight the appropriate criteria and click the OK button.

Options - Options allow you to choose the sort order and font size of the data and decide what shows or does not show on the report.

  • Click the Sort order arrow and select the column you want the report sorted on.

  • Enter the Font size you want the information to display in.

  • Check the appropriate box to include the information on the report, group information a specific way, or place information in a specific area.

    • Show empty lines

    • Show vacation, sickness, and free days

    • Show paid breaks

    • Show unpaid breaks

    • Show breaks on absence

    • Show tasks

    • Show ID

    • Show workgroup/team

    • Show nickname

    • Show location column

    • Schedule comments to the right

    • Show comment column

    • Show hours column

    • Show number of agents in the chart

    • Group by task type

    • Group by workgroup

    • Include inactive employees

    • Employee time zone

Print - Print the report using a connected printer.

Save - Save the current report with all the parameters and criteria you defined.

Send - E-mail settings allow you send reports to recipients you choose. All schedule reports, such as the Daily schedule, Employee Schedule, and Weekly Schedule can be emailed to one or several recipients.

Note: Recipients must have e-mail addresses entered in the Employee Manager.

  1. Generate the report you want to email and then click the Send button.

  2. Choose the Format you want to send the report in, HTML or XPS.

  3. If necessary, select the From and Up to and including dates.

  4. Select the Behavior. If the reports should be sent to several recipients, choose Send schedule to the employee. If all reports should be sent to the same address, choose Send all schedules to one address.

  5. Select the recipients to send the email to and click the OK button.

Note: When you choose Send schedule to the employee, all employees are selected by default. To send the report to only selected employees, Ctrl-click the employees you want to include in the email.

Important: The SMTP settings for the contact center must be configured in order for the email function to work. The From email address is the address you entered in the Email column at Settings > Users - Users. If no email address exists, you must manually fill out the From box each time you send a report.

Save As - Save the current report as an Excel worksheet.

Generating a Management Report

To generate a report, go to Reports > Management Reports. Click on the name of a report to select it. The selected report displays. Set the desired parameters and criteria and the report updates to show the appropriate information.

Note: If cost values do not show on the management reports, check that an Agreement is assigned to your employees and that salary information is entered in Employee Manager.

The following reports options display.

Monthly cost report - Shows a list of all employees scheduled for a selected month. The report summarizes each employee's Hours worked and Cost. You can select the Year, Month, and Version to display.

Planning period cost report - Shows a list of all employees scheduled for a selected planning period. The report contains information for the each employee's Agreed hours, Scheduled hours, Adjusted hours, Accumulated flextime, Outgoing flextime, Salary type, Agreement, Salary, Total cost, and cost per week. A graph of cost per week is also provided. You can select the Year, Planning period, and Version to display.

TM based cost report - Monthly cost report using Time Manager data combined with future planning data.

Activity report - Shows the work performed based on the chosen task types and skills with the ability to drill-down to agent detail. You can filter the information by years, months, weeks, and days and the report can show information as hours, percent, or count.

Account summary report - Shows the account balances per unit with the ability to drill-down to agent level. You can select the Start date and Contact Center to display.

Group allowance report - Group allowance per unit

Csv Export - Allows you to export the following reports in CSV format: Target incremented deviation report, Employee availability report, Schedule export, and Export schedule per minute.

Call Traffic Reports

Call Traffic reports provide detailed information on call traffic, service levels, and more. Speak with your Enghouse Interactive representative for information on purchasing these reports. Using the report wizard, you can make different choices and selections that affect what displays on the report.

Go to Reports > Call Traffic Reports.

Defining Call Traffic Report Layout Options

Filter a report by Contact Center, Year, Planning period, and Planning version. Highlight the dates you want to include on the report.

Export to Excel File - Check the box to have the call data exported to an Excel file.

Import from Excel File - Check the box to import call data from an Excel file. Use this for report verification.

Normal account groups - Select to show normal account groups (TE Skill groups) as used for forecasting.

Report account groups - Select to show special account groups (Skill groups) used only for reporting.

Settings - Click the button to display the Call Traffic Settings window.

  • Report Settings - Define how the data will be displayed and how often it is updated.

    • View

    • Service Level Graph

    • Real Time

    • Abandons Report

    • Revenue and Cost

    • Data

  • Account Group Settings - Define specifics about what is displayed based on account groups.

    • Call Spec

    • Wait Spec

    • Abandon Spec

    • Special

Generating a Call Traffic Report

To generate a report, go to Reports > Call Traffic Reports. Click on the name of a report to select it. Set the desired parameters and criteria and then click OK. The report updates to show the appropriate information.

Day Overview - Summary report for one day at a time with schedule, forecast, and actual call data.

Day Call volumes - Summary report for one day at a time with forecast and actual call volumes.

Day Call Duration - Day details of call duration and waiting times.

Service level report - Service level details by day.

Abandons - Abandons details by day.

Cost Revenue - Cost revenue details by day.

CSV export - Export of incremented data to CSV file.

Agent Performance Reports

Agent Performance reports provide detailed information on occupancy, adherence, late arrivals and early departures, and more. Speak with your Enghouse Interactive representative for information on purchasing these reports. Using the report wizard, you can make different choices and selections that affect what displays on the report.

Go to Reports > Agent Performance Reports.

Defining Agent Performance Report Layout Options

Filter a report by Contact Center, Workgroups, Teams, Employees, Year, Planning period, and Planning version. Highlight the dates you want to include on the report.

Export to Excel File - Check the box to have the call data exported to an Excel file.

Import from Excel File - Check the box to import call data from an Excel file. Use this for report verification.

Include Inactive - Check the box to include employees marked as inactive.

Settings - Click the button to display the Report Settings window.

  • Update

  • Wait Specification

  • Call Specification

  • Score limits

  • Bonus

  • Occ and Adh Base

  • Reference bar

  • Adherence

  • Late Arrivals

  • Special

  • Call Revenue

  • Reason codes

  • My view settings

Generating an Agent Performance Report

To generate a report, go to Reports > Agent Performance Reports. Click on the name of a report to select it. Set the desired parameters and criteria and then click OK. The report updates to show the appropriate information.

Occupancy and Adherence - Shows occupancy and adherence by day.

Agent Performance Report - Shows agent performance with score card.

Late Arrivals Report - Shows late arrivals and early departures.

Break Adherence Report - Shows a comparison between scheduled and actual breaks.

Work Report - Shows scheduled work per task and employee.

Segment Report - Shows scheduled tasks with external ID.

Excel Pivot data generator - Generates data for a pivot table analysis in Excel.

Real Time Adherence

The Real Time Adherence report provides a dashboard with detailed information on the number of call statistics and agents and the occupancy and adherence. Speak with your Enghouse Interactive representative for information on purchasing this report. Using the report wizard, you can make different choices and selections that affect what displays on the report.

Go to Reports > Real Time Adherence.

The agent statuses include:

Turned on – Logged in and available agents for incoming calls

Logged on – Logged in agents

Scheduled – Number of agents scheduled in the Official schedule

Sched Op – Number of agents scheduled with an Operator/telephone task in the Official schedule

Defining Real Time Adherence Layout Options

Filter the dashboard by Contact Center, Workgroups, Teams, Employees, and Planning version.

Agent Detail Level - Click the button to see a list of agents and their details. Select an agent to see agent level detail.

Filter the dashboard by specific Account/Skill groups.

Settings - Click the button to display the Report Settings window.

  • View

  • Update

  • Wait Specification

  • Call Specification

  • Performance Target

  • Occ and Adh Base - The values (percentages) for Occupancy and adherence can differ depending on the calculations chosen under Report Settings > Occ and Adh Base:

    • Occupancy – Handling time divided by one of the alternatives above.

    • Adherence – Total time available for incoming calls (Turned on) divided by one of the alternatives above

    • Operator Adherence – Percent of time agents are available for incoming calls (Turned on) and simultaneously scheduled in the Official schedule as an Operator, based on one of the alternatives above.

    • The same parameters are available in the Agent Performance Reports. For example, if we use the above parameters for Occupancy, Adherence, and Operator Adherence, and want to make sure that the calculations are correct, the calculations are as follows:

      • Occ % is calculated by looking at the handling time divided by total logged on time, which is 3.08/7.15=41%.

      • Adh % is calculated by total turned on time divided by total logged on time, which is 5.66/7.5=75%

      • OpA % is calculated by Percent of time agents are available for incoming calls (Turned on) and simultaneously scheduled in the Offical schedule as an Operator, based on Scheduled time

      • The OpA % cannot be calculated just by looking at the above parameters. For example, if an agent has worked as an Operator 8:00-16:00, but has a shift saved in the Official version 12:00-20:00, he/she will have a 50 % OpA.

      • Also, it’s very important to adjust the report’s time frame if you want to include total hours scheduled, AHT, Calls etc for the entire day. By default, the report looks at events/calls for the last quarter, which means that every time the report pulls new information it only looks as the last quarter. If you’re looking at the report four hours into the scheduled day, you may want to extend the time frame so you can see the correct numbers from the very start of the workday.

  • Reference bar

  • Adherence

  • Late Arrivals

  • Special

  • Call Revenue

  • Reason codes

  • TimeBar view settings

Generating a Real Time Adherence Report

As you make changes to the filters and settings, the information on the dashboard changes to show you results based on your criteria.