WFO V15.1 Reports Guide

Enterprise Intelligence Solutions
Workforce Optimization
Reports Guide
Version 15.1
Document Revision 1.05
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Intellectual Property.
Document Revision 1.05

Published May 22, 2017
Contents
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
1 Working with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Reports overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Ad Hoc Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Report roles and privileges . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Requests & Results - reporting workspace . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Report Selection pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Instances page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Reporting workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Report instance configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Create and save a new report instance . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Generate on-demand report instances . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Report instance management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
View unmanaged and saved instances . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Modify a report instance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Export a report instance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Delete a report instance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
2 Framework Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Workforce Optimization Reports Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Activity Manager Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Activity Cost (Unburdened) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Activity Roll Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Daily Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Daily Time Record Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Detailed Time Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Employee Activity Roll Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Employee Activity Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Organization Activity Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Adherence Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Adherence Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Adherence Minutes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Adherence Numbers by Interval . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Adherence Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Contents
Coaching Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Coaching Impact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Coaching Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Management Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Active Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Employee Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Tenant Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Tenant Usage Summary View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Tenant Usage Detailed View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Tenant Usage Reporting Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Privileges tracked for usage report . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
user Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Operations Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Capacity Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Daily Production . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Intraday Productivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Drill down . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Productivity. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Drill down . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Productivity & Effectiveness . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Utilization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
VCT Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
WIT Aging Chart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
WIT Aging vs. Deadline Goal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
WIT Drilldown Chart Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
WIT Item . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Outbound Performance Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Outbound Daily Forecast Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Outbound Daily Performance Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Outbound Forecast Lists Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Outbound Monthly Performance Assessment Summary . . . . . . . . . . . . . . . . . . . 122
Performance Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Daily Comprehensive Performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Daily Forecast Assessment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Daily Service Goals and Backlog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Monthly Forecast Assessment Summary . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Monthly Service Goals Assessment Summary . . . . . . . . . . . . . . . . . . . . . . . . 134
Service Goals Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
Retail Service Level Heat Map . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Staffing Number Assessment By Interval . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Recording Compliance Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Data Integrity Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Scorecard Dashboard Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Single KPI Trend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145
Single KPI Trend vs. Peer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Team Aggregate Multi KPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Team Detail Dual KPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Workforce Optimization Reports Guide 4

Contents
Team Detail Single KPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Scorecards Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Organization KPIs and Objectives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Shift Bidding Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Assigned Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
Preference Achievement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Unassigned Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Unassigned Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Staffing Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Daily Planned Time Assessment by Employee . . . . . . . . . . . . . . . . . . . . . . . . 171
Employee Calendar Events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Employee Schedule by AgentID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Employee Schedule by Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Employee Schedule by Employee. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
Employee Schedule by Week . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Employee Shift Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Monthly Planned Time Assessment by Employee . . . . . . . . . . . . . . . . . . . . . . 186
Net Staffing Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Planned Activity Cost (Unburdened) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Planned Media Cost (Unburdened) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Planned Staffing Numbers By Interval . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Planned Time Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Weekly Planned Time Assessment by Employee . . . . . . . . . . . . . . . . . . . . . . . 200
Time Banking Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .202
Weekly Time Bank Balances By Employee. . . . . . . . . . . . . . . . . . . . . . . . . . 202
Time Off Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Absence Hours and Absence Shrinkage for Employee by Time . . . . . . . . . . . . . . . . 206
Absence Hours and Absence Shrinkage for Employee Filter by Employee . . . . . . . . . . . 209
Absence Hours and Absence Shrinkage for Employee Filter by Organization . . . . . . . . . . 211
Absence Hours and Absence Shrinkage for Employee Filter by Time . . . . . . . . . . . . . 212
Absence Numbers for Employee by Time . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Absence Numbers for Employee Filter by Employee . . . . . . . . . . . . . . . . . . . . . 216
Absence Numbers for Employee Filter by Organization . . . . . . . . . . . . . . . . . . . . 218
Absence Numbers for Employee Filter by Time . . . . . . . . . . . . . . . . . . . . . . . 219
Time Off Allocations by Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Time Off Requests for Employee by Time . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Time Off Requests for Employee Filter by Organization . . . . . . . . . . . . . . . . . . . 225
Time Off Requests for Employee Filter by Time . . . . . . . . . . . . . . . . . . . . . . . 227
Time Off Summary for Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
Time Off Summary for Employee Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Time Off Waitlisted Requests for Employee Filter . . . . . . . . . . . . . . . . . . . . . . 235
Time Off Withdrawn Requests for Employee Filter . . . . . . . . . . . . . . . . . . . . . . 238
Vacation Hours . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .240
Work Force Planning Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Daily Profile Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Profile Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Other Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Contents
Desktop Activity Management Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

Learning Competency Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Learning Lesson Reports. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251
Obsolete Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
3 Framework Reports Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

Select activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Select organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Organization selector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Select scheduling periods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .256
Viewing other scheduling periods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Select employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Searching for employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Viewing employee search results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Select work queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Set report parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
4 Interactions and Analytics reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

Interactions and Analytics reports overview . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Data changes in reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Main changes from previous versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
Activity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Contact Flag Usage per Assessor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Evaluation Activity per Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
Evaluation Activity per Evaluator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
Evaluation Activity per Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
Evaluation Flag Usage per Assigning User . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Analytics Driven Quality reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Analytics Driven Quality per Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
Analytics Driven Quality per Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Calibration Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
Calibration Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .279
Calibration Report by Question . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
Productivity Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Employee Productivity vs. Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
Group Productivity vs. Quality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Quality Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .290
Assessment Pass/Fail Count per Assessor . . . . . . . . . . . . . . . . . . . . . . . . . . 290
Average Assessment Form/Form Component Scores . . . . . . . . . . . . . . . . . . . . . 292
Average Assessment Scores per Assessor . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Average Evaluation Form/Form Component Scores . . . . . . . . . . . . . . . . . . . . . 296
Average Evaluation Scores per Employee . . . . . . . . . . . . . . . . . . . . . . . . . . 298
Average Evaluation Scores per Evaluator . . . . . . . . . . . . . . . . . . . . . . . . . . 300
Average Evaluation Scores per Group. . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
Average Evaluation Scores per Reason . . . . . . . . . . . . . . . . . . . . . . . . . . . 304
Employee Scores per Evaluation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306
Evaluation Pass/Fail Count per Employee . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Contents
Evaluation Pass/Fail Count per Evaluator . . . . . . . . . . . . . . . . . . . . . . . . . . 311

Evaluation Pass/Fail Count per Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
Evaluations Completed per Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
Evaluation Summary of Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Evaluation Summary per Employee. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Evaluation Summary per Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318
Recorded Contacts reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Average Talk Time Percentage per Employee . . . . . . . . . . . . . . . . . . . . . . . . 321
Average Talk Time Percentage per Group . . . . . . . . . . . . . . . . . . . . . . . . . . 324
Average Talk Time per Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
Average Talk Time per Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
Daily Average Interactions per Employee . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Daily Average Interactions per Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
Recorded Contacts Volume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
Recorded Interactions per Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
Recorded Interactions per Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 339
Speech Usage Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .342
Speech Usage by Extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342
Speech Usage by Interaction Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Speech Usage By Named Employee . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
5 Interactions and Analytics report parameters . . . . . . . . . . . . . . . . . . . . . . 347

Interaction Report Parameters Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
Reference organization/group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
Date Range . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Interaction Date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .352
According to . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .353
Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Duration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Direction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
Dialed From (ANI). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
Dialed To (DNIS) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
Extension. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
PBX ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Wrap-up Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Number of Holds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Number of Transfers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
Number of Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Total Hold Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .359
Exceptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Custom Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .361
Data set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
Custom data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .361
Conditional custom data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362

Contents
Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Switches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Switch Call ID. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
Recorders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
Channel number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
Speech Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
Emotions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
Distribution options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
None . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Conditional custom data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 368
Distribute by time intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 369
Distribute by time periods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370
Speech Analytics categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370
Display selected distribution for all . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370
Display options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .371
Display name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .371
Sort options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .371
Display format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 372
Productivity Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .373
Enable drill down . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .373
Evaluations/Assessments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Evaluated/Assessed by . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
Forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
Form Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
Reason . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Score . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
Display Evaluation Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
A Interactions Frequently Asked Questions. . . . . . . . . . . . . . . . . . . . . . . . . 380

Moving BO reports to SSRS platform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
Self evaluations in reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 383
Transferring employees . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .384
Viewing deactivated, hidden, and deleted entities . . . . . . . . . . . . . . . . . . . . . . . 385
Reports and new form versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 387

Preface
About this guide
This document details the various reports available within the Report module.
This document is intended primarily for viewing online. However, the format of the
document is based on that of a printed manual, to support customers who print all or
portions of the document. For similar reasons, entries in the Table of Contents, cross
references, and index entries refer to page numbers. Those same entries function as
hyperlinks for ease of use when the document is viewed electronically.
NOTE Colors may not print legibly on black and white printers. If you are using a
non-color printer, select the option to print colors as black.
In addition, please note that the screen shots used in this guide are for illustrative
purposes only. There may be some differences between what you see in the product
and these screenshots, but those differences should not be significant or affect the
accuracy of the information contained in this guide.
Intended audience
This guide is designed to be used by managers, supervisors, schedulers, and
administrators. They are expected to be experienced in working with contact center
equipment and software applications and computer workstation hardware and software.
Preface About this guide
Documentation feedback
We strive to produce the highest-quality documentation products and welcome your
feedback. If you have comments or suggestions about our guides or help, you can email
us. With your feedback, include the following information:
 Document name and revision number or title of help topic and product version
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Send your messages to userguides@verint.com.
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contact Technical Support.
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To learn more about the support options that best suit your needs, visit us at
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To learn more about available training options from Verint Systems, visit us at
verint.com/training.

Chapter 1
Working with Reports
Select from an extensive library of report templates to configure, generate, and

distribute reports based on the call center and enterprise data stored in the system, for
the WFO applications.
Topics
 Reports overview, page 12
 Ad Hoc Reports, page 13
 Report roles and privileges, page 14
 Requests & Results - reporting workspace, page 15
 Reporting workflow, page 18
 Report instance configuration, page 19
 Report instance management, page 22
Chapter 1 - Working with Reports Reports overview
Reports overview
Enterprises typically generate huge amounts of data on a daily basis. The key to
effective management and optimization is to connect to the right data at the right time.
The suite’s reporting application, based on Microsoft’s SQL Server Reporting Services
(SSRS), provides an easy and scalable mechanism to monitor and analyze the
performance and effectiveness of call center operations.
Review the key features and functionality of the reporting application:
Predefined report templates

Choose from an extensive library of report templates that address key areas of quality,
productivity, and customer experience. These predefined report templates give you easy
access to the most useful views of enterprise data. Alternatively, you can always tweak
the default settings to focus on the parameters of interest to your business.
Reporting workspace
The Requests & Results reporting workspace separates report setup and configuration
from report management through the Parameters and Instances tabs respectively.
Create new reports in the Parameters tab, and manage existing reports through the
Instances tab.
Exposure to report data

The report types you can view, and the data you are exposed to, depend on the roles
and privileges assigned to you.
Custom Ad Hoc reports

In addition to the report templates, create customized reports using the objects in the
reporting package as building blocks. Ad Hoc reporting exposes all the objects in the
reporting package, such as interactions, contacts, evaluations, assessments, flags,
categories, custom data, and conditional custom data.
Ad Hoc reporting is available with a valid license.
Related topics
Report roles and privileges, page 14
Ad Hoc Reports, page 13
Requests & Results - reporting workspace, page 15
Reporting workflow, page 18
Report instance configuration, page 19
Report instance management, page 22

Chapter 1 - Working with Reports Ad Hoc Reports
Ad Hoc Reports
Ad Hoc Reports allow users to create reports using the SQL Server Report Builder.

Chapter 1 - Working with Reports Report roles and privileges
Report roles and privileges

The reporting activities you can perform and the data you can view, depend on the roles
and privileges assigned to you in the User Management application.
Each individual report type must be assigned to one or more roles in the Reports
application. You can only view the report if you are assigned one or more of the selected
roles. This exposes you to the enterprise data according to your role and position within
the enterprise.
Related information
Roles and privileges Reference

Chapter 1 - Working with Reports Requests & Results - reporting workspace
Requests & Results - reporting workspace

The Requests & Results workspace includes the Report Selection pane, the Instances
and Parameters tabs.
Related topics
Report Selection pane, page 15
Instances page, page 15
Parameters, page 16
Report Selection pane

Shows the predefined library of report types. The report types are grouped into
categories that reflect the functionality or the type of data the report provides.
Related topics
Parameters, page 16
Framework Reports, page 25
Interactions and Analytics reports overview, page 262
Instances page
The Instances page shows a tabular grid of all instances for a selected report type and
action buttons to manage the instances.
The term instance refers to a saved report that is scheduled to be generated with or
without recurrence, or an unmanaged report generated on demand.
Report instance information

The instances are organized according to the date and time they are generated, with the
most recent instance displayed first. You can sort the instances by any column.
For each report instance, you can see key details such as the name, status, format, and
the owner who generated it.
 Name: the name defined in the report settings. The date and time of report
generation is automatically added to the name. The term “Unmanaged” in the suffix
indicates that the report was generated on-demand and then saved for later
viewing. Unmanaged report instances do not have schedule or recurrence settings.
 Date/Time: the date and time the instance was run, according to local time.
For Framework reports, the dates appear in the format defined in the preferences.
 Format: the display format of the report instance.
 For Interactions and Analytics report types, the format is always set to Snapshot

Chapter 1 - Working with Reports Parameters
 Status: the status of the report instance, and can be one of the following:
 Success: the report has successfully completed its run.
 Failed: the report failed to be generated.
 Owner: the name of the logged-in user who generated the report.
Report management
The buttons at the bottom grid allow you to manage all or specific report instances.
 View: open the report in a new browser window for viewing online. Optionally,
export the data to the required format.
 Delete: delete one or more report instances.
Related topics
Parameters, page 16
View unmanaged and saved instances, page 22
Delete a report instance, page 24
Framework Reports, page 25
Interactions and Analytics reports overview, page 262
Parameters
The Parameters page shows the parameter, scheduling, and distribution settings for the
selected report type.
You can create a new report instance, modify the settings of an existing instance, or
delete an existing instance
Parameters
The parameters determine the data that is included in the report. The report type you
select determines the parameters you need to configure. Each report type is associated
with a default set of parameters which are used when no specific parameters are
defined.
Schedule and distribution

The report schedule defines how frequently the report is generated. The distribution
options define which users can view the report online, and which users receive the
offline version of the reports by email.
Generation
Save and generate the report instance at the scheduled date and time, or generate it
on-demand for immediate viewing.

Chapter 1 - Working with Reports Parameters
Related topics
Create and save a new report instance, page 19
Generate on-demand report instances, page 20
Framework Reports Parameters, page 253
Interactions and Analytics report parameters, page 347

Chapter 1 - Working with Reports Reporting workflow
Reporting workflow
The workflow describes the steps to create, generate, and manage report instances
include:
1 Access the reporting application and select report type (Reports > Requests &
Results > Report Selection).
2 Configure the report settings (Parameters), including:
a. Parameters
b. Report schedule
c. Distribution
3 Save instance to generate as scheduled or generate an instance on-demand
(Parameters).
4 View report instance (Instances).
5 Modify report parameters (Parameters).
Related information
Modify a report instance, page 23
Export a report instance, page 23

Chapter 1 - Working with Reports Report instance configuration
Report instance configuration

Create a new report instance for the selected report type by configuring parameter,
scheduling, and distribution settings, and then generate the report on-demand or
according to the schedule defined for it.
Related topics
Create and save a new report instance

While scheduling, output format, and distribution report settings are identical to all
report types, the parameter settings are unique to each report type. You can either
accept the default parameters or customize them to meet your requirements.
TIP At any point, to undo the most recent change to any report setting, click
Revert.
Procedure
1 Select Reports > Requests & Results.
2 From the Report Selection pane on the left, select the report type with the instance
you want to create.
3 Click the Parameters tab.
4 In the Parameters section, do one of the following:
 For Framework reports, define the parameters.
 For Interactions and Analysis reports, click the filter icon, and define the
parameters.
5 In the Schedule section, define the report name, schedule and output format:
a. In the Name field, type a name for the report. This is the name assigned to the
report instance.
b. Optional. In the Note field, type any comment
c. Define the schedule for the report:
 To generate the report once on a specific date, select Run Once and then
select the date and time.
 To generate the report according to the scheduled frequency, select
Recurring and then select the date and time, and the frequency at which to
generate the report.
d. From the Output Format dropdown, select the format for the report as either
HTML4, PDF or Excel.

Chapter 1 - Working with Reports Generate on-demand report instances
6 In the Distribution section, do the following:

a. In the View List field, click the icon and define the employees who can view the
instances of the report online.
NOTE Only employees with View Report privileges are available for selection.
b. In the Email List field, define the email addresses to which to send the reports.
You can send the report to any valid email address.
NOTE Separate multiple email addresses with semi colons.
7 Click Save.
The report instance is added to the Instances tab with the date and time
Related topics
Framework Reports Parameters, page 253
Generate on-demand report instances

You can always generate a report instance on-demand, even when the same instance is
scheduled to be generated at a later date and time. On-demand report instances are
generated as unmanaged reports, that you can either view and delete, or view and save
the instance for future viewing.
When viewing instances, selecting a report type, shows five of the most recent
scheduled reports.
TIP For Interactions and Analytics reports, to view unmanaged report

instances, make sure you select the report group title in the Report
Selection pane.
Procedure
1 To generate an on-demand instance, do one of the following:
 To generate and save the instance for later viewing, click Run Now. The report
opens in a new browser window. The Instances tab displays options to either
save or delete the report instance.
Continue with Step 2.
 To generate without saving the instance, click Run Interactively.

Chapter 1 - Working with Reports Generate on-demand report instances
2 Do one of the following:

 To save the instance for future viewing, click Keep instance for future
viewing.
The report instance is added to the Instances tab, and tagged as an Unmanaged
instance.
 To delete the instance after viewing, click Delete unmanaged instance.
The report instance is automatically deleted when you close the browser window.
Related topics

Chapter 1 - Working with Reports Report instance management
Report instance management

All report instances — saved and unmanaged — are displayed in the Instances tab. You
can view an instance online, modify settings, or permanently delete single or multiple
instances.
 For scheduled reports with recurrence, up to five of the most recent instances are
displayed for the same report type.
 Scheduled reports without recurrence and unmanaged reports: All instances are
displayed.
Related topics
Modify a report instance, page 23
Export a report instance, page 23
View unmanaged and saved instances

See information on all unmanaged and saved report instances, and open an instance for
online viewing. When viewing an instance online, you can export it to a different format
or print the instance.
TIP For Interactions and Analysis reports, unmanaged instances are shown
only at the report group level.
Procedure
2 Click the Instances tab.
3 From the Report Selection pane on the left, do one of the following:
 To see all instances for a report group, select the title of the report group. For
example, to see instances for all productivity reports, select Productivity
Reports.
 To see all instances for a specific report type, expand the report group and then
select the report type. For example, to see all instances of the Employee
Productivity vs. Quality report type, select it.
 To see an instance, select that instance.
The Report Instances grid displays all instances for the report group or report type.
4 To view the instance online, double-click or select the instance, and then click View.
The report opens in a new browser window. Use the paging controls and Find
options to navigate through the report.

Chapter 1 - Working with Reports Modify a report instance
5 Optionally, export the report to the required format, or as an XML data feed for
offline analysis, as described in Export a report instance, page 23.
Related topics
Modify a report instance

Except for scheduling settings, you can modify parameter, output format, and
distribution settings for all report instances. Scheduling settings once saved, cannot be
changed even if the report has not been generated.
Procedure
1 Select Reports > Requests & Results, and then click the Parameters tab.
2 From the Report Selection pane on the left, select the report instance you want to
edit.
3 Change the parameters, output format and distributions settings as needed.
4 Click Save.
Related topics
Report instance configuration, page 19
Export a report instance

When viewing an instance of a report online, you can export the report to PDF, HTML,
Excel formats, or as an XML data feed, for offline analysis. Exporting to a data feed,
generates an atom-compliant (standard web content syndication XML format) data feed
that you can leverage in applications that can consume atom-formatted data.
2 Click the Instances tab, and then select the report instance you want to export.
3 Click View.
4 To save the report in a different format, click the Export dropdown and select PDF,
HTML 4.0 or Excel.
5 To generate an XML data feed, click Export to Data Feed, and open or save the
report.
Related topics

Chapter 1 - Working with Reports Delete a report instance
Delete a report instance

Deleting a report instance deletes it from the Instances tab. You can delete single or
multiple instances of reports that have already been generated or are scheduled to be
generated.
Procedure
2 Click the Instances or the Parameters tab.
3 From the Report Selection pane on the left, select the report instance you want to
delete.
4 Click Delete, and then click Yes to confirm.
The report instance is deleted from the Instances tab.
Related topics

Chapter 2
Framework Reports
Reports can be scheduled to run automatically or can be run on demand.
Topics
 Workforce Optimization Reports Overview, page 26
 Activity Manager Reports, page 27
 Adherence Reports, page 43
 Coaching Reports, page 54
 Management Reports, page 61
 Operations Reports, page 70
 Outbound Performance Reports, page 114
 Performance Reports, page 125
 Recording Compliance Reports, page 142
 Scorecard Dashboard Reports, page 145
 Scorecards Reports, page 153
 Shift Bidding Reports, page 155
 Staffing Reports, page 171
 Time Banking Reports, page 202
 Time Off Reports, page 206
 Work Force Planning Reports, page 243
 Other Reports, page 251
 Obsolete Reports, page 252
Chapter 2 - Framework Reports Workforce Optimization Reports Overview
Workforce Optimization Reports Overview

Some reports have additional information attached in the form of subreports. You access
a subreport by clicking an item in the report. Items that you can click on are displayed
with an underline. Reports are organized under report topics.
NOTE Several reports are dependent on a background process called Report

Dump. Report Dump periodically retrieves data and populates certain
tables within the Workforce Management database. By default, Report
Dump is run once a day, at 3 a.m., because it is very CPU-intensive and
increases network traffic. For this reason, regularly scheduled reports that
rely on Report Dump might actually be displaying data from the previous
day.

Chapter 2 - Framework Reports Activity Manager Reports
Activity Manager Reports

These reports deal with employees’ time records, in other words, the actual activities
they do throughout the day.
Topics
 Activity Cost (Unburdened), page 27
 Activity Roll Up, page 29
 Daily Activity Summary, page 31
 Daily Time Record Summary, page 33
 Detailed Time Record, page 35
 Employee Activity Roll Up, page 37
 Employee Activity Summary, page 38
 Organization Activity Summary, page 41
Activity Cost (Unburdened)

Default Access Rights
This report can be run by the following roles: Manager
Overview
This report shows computed non-overtime hourly employee costs per activity over a
specified time window. Cost is only computed for the portion of actual activities that
actually intersects the specified time window.
This is different from other reports that might count all activities that start within the
specified time window.

Chapter 2 - Framework Reports Activity Cost (Unburdened)
Management can use this report to review the amount of time that specific employees
spend in each activity, including paid, unpaid, and total time, summarized over the
selected period of time. Managers can run this report for a week or a month to see how
each employee is being utilized over that time period, and determine whether particular
employees are spending too much time in breaks, after-call work, or other activities, or
if they are not spending enough time on the phones. If employee wage information is
entered, the activity subtotals on the report can also be used to estimate the cost of
specific activities.
Inputs
 Employee Filter: Indicates the set of employees to report on.

Chapter 2 - Framework Reports Activity Roll Up
 Time Frame (reports that are in view time zone): These reports generally return a
single aggregation for the specified time period or a set of records corresponding to
all events that start in or intersect the time period.
- Last <X> days (reports that are in view time zone): This mode returns <X>
24-hour periods starting from the current time.
- From/To date (reports that are in view time zone): Aggregates data for
intersecting portion. Only the portion of the events that intersect the specified
time window are included in the aggregate. For reports that return events, all
events that start in the specified time window are returned.
 Time Zone: Indicates the time zone used for display.
Outputs
NOTE When the report has been run using the Last <x> days parameter, the report header’s
From field shows the value of that parameter, such as From: Last 30 days. This is in
contrast to previous releases, where the From field showed a date.
 Organization: Name of the employee's organization

 Activity: Activity being reported on.
 Employee Name: The name of the employee being reported on.
 Employee Number: The employee’s ID number.
 Paid Time (Hours): Returns the paid hours for intersecting portion of time entries.
NOTE In reports that show hours, minutes are shown as decimal portions of an hour. For example,
2 hours 30 minutes would be shown as 2.5 hours.
 Unpaid Time (Hours): See paid time.

 Total Time (Hours): See paid time.
 Wage: The employee’s hourly wage.
 Estimated Cost: The hourly wage multiplied by the paid time.
Activity Roll Up
Overview
This report provides information on the time spent on each given activity for the
selected time period and/or organization. This report looks at each activity for the
selected time period. It does not give information on a per employee basis.
This report is very similar to Activity Cost (Unburdened), except that it aggregates
over all activities and does not include the Estimated Cost and Wage columns.

Chapter 2 - Framework Reports Activity Roll Up
Management can use this report to review the amount of time that an organization
spends in each activity, including paid, unpaid, and total time, summarized over the
selected period of time. Managers can run this report for a week or a month to see how
the organization is being utilized over that time period.
Inputs
 Employee Filter: Indicates the set of employees to report on. (This report is in the
organization’s time zone.)
 Time Frame (reports that are by day and in the organization’s time zone):
24-hour periods starting from current time.
Outputs
NOTE When the report has been run using the Last <x> days parameter, the report header’s From
field shows the value of that parameter, such as From: Last 30 days. This is in contrast to
previous releases, where the From field showed a date.

Chapter 2 - Framework Reports Daily Activity Summary
 Organization: Name of employee's organization

NOTE In reports that show hours, minutes are shown as decimal portions of an hour. For example, 2
hours 30 minutes would be shown as 2.5 hours.

Daily Activity Summary

Overview
Provides a summary, per day, of the paid, unpaid, and total time spent in each activity
per organization.

Chapter 2 - Framework Reports Daily Activity Summary
This report is similar to the Activity Roll-up report, but for each activity, this report
gives a summary of the time spent in the activity for each day within the selected time
period. This report can also be run for a week or a month and analyzed to identify any
trends in how much time is spent in particular activities day after day. If the typical
selections for reporting are entire organizations and full days, this report can be used as
an alternative to the Activity Roll-up report, without the need to create filters for each
organization.
Inputs
 Employee Filter: Indicates the set of employees to report on. (This report is in
organization time zone)
 Time Frame (reports that are by day and in organization time zone):
- Last <X> days: This field specifies which days to report on. This mode should
return the last X completed workdays for an organization, however, as
implemented, it sets the From-date to the current day in the time zone of the
SQL Server computer minus X days and the To-date to the current day in the
time zone of the SQL Server computer. Depending on the difference between
the SQL Server computer’s time zone and the organization's time zone and day/
week boundary, this may not be the last X completed workdays.
- From/To date (reports that are in organization time zone): These reports are
generally by day or by week. Here, by day/week means the organization's
workday or workweek, considering day and week boundaries. So, let’s say you
want to report on the workdays 1/10/04 - 1/15/04. The workday named, 1/
10/04, is actually 1/10/04 8:00am - 1/11/04 8:00 a.m. (in the organization's
time zone). It will map differently in GMT. Now, let’s also assume that you are
reporting on multiple organizations, each with different time zones and day/
week boundaries. You are requesting data on 1/10/04 - 1/15/04, but this could
map to different absolute times for each organization. For example:
Org A: 1/10/04 3:00 a.m. - 1/11/04 3:00 a.m., 1/11/04 3:00 a.m. - 1/12/04
3:00 a.m....
Org B: 1/10/04 8:00 a.m. - 1/11/04 8:00 a.m., 1/11/04 8:00 a.m. - 1/12/04
8:00 a.m....
Outputs
 Activity: The activity being aggregated.

 Organization Name: The organization being aggregated.
spc

Chapter 2 - Framework Reports Daily Time Record Summary
Daily Time Record Summary

Overview
Shows a daily aggregate of employee time record information. Time record entry
information is aggregated by workday and employee, organization, or supervisor
(depending on the Group by option).
t
NOTE For the Group by Employee option, there is an entry for each time record (normally one per
day). All time record entries that belong to a time record that begins on same workday are
counted on that workday. The time entry itself does not actually have to begin on that workday.
When grouped by employee, supervisors or managers can use this report to verify the
amount of time worked by individual employees during a specific period, including
verifying hours worked on specific days and/or totals for a pay period. Managers can
compare this data with submitted timesheets or other work records to find
discrepancies.
Inputs
 Employee Filter: Indicates the set of employees to report on. (This report is in
organization time zone.)
the SQL Server computer's time zone and the organization's time zone and day/

Chapter 2 - Framework Reports Daily Time Record Summary
workday or workweek, considering day and week boundaries. So, let’s say we
want to report on the workdays 1/10/04 - 1/15/04. The workday named, 1/
10/04, is actually 1/10/04 8:00am - 1/11/04 8:00am (in the organization's time
zone). It will map differently in GMT. Now let’s also assume that we are
reporting on multiple organizations, each with different time zones and day/
week boundaries. We are requesting data on 1/10/04 - 1/15/04, but this could
map to different absolute times for each organization. For example:
Org A: 1/10/04 3:00 a.m. - 1/11/04 3:00 a.m., 1/11/04 3:00 a.m. - 1/12/04
3:00 a.m....
Org B: 1/10/04 8:00 a.m. - 1/11/04 8:00 a.m., 1/11/04 8:00 a.m. - 1/12/04
8:00 a.m....
 Group by:
- Employee: Aggregates time entries per employee.
- Organization: Aggregates time entries per organization.
- Supervisor: Aggregates time entries per supervisor.
Outputs
 Group Name: Employee, Organization, or Supervisor name.

 Employee ID: Group by employee only.
 Manager Name: The active manager given the input date (Group by employee
only).
 Date: The workday being aggregated (Group by organization and supervisor only).
 Start Date: The workday that the time record begins (Group by employee only).
 Start Time (HH:MM): The time of day that the time record begins (Group by
employee only).
 End Date: The workday that the time record ends (Group by employee only)
 End Time (HH:MM): The time of day that the time record ends (Group by
employee only).
 Paid Time (Hours): Paid hours are counted as follows. If a time record starts on
some workday, then all time entries that belong to that time record are counted on
that workday.
 Unpaid Time (Hours): See paid time above.

 Total Time (Hours): See paid time previously.

Chapter 2 - Framework Reports Detailed Time Record
Related topics
Activity Cost (Unburdened), page 27
Detailed Time Record

Overview
The report returns detailed time entry information per employee, per day. Time entries
are included in the day where the time entry's time record starts; a time entry can begin
on the next day but if its time record starts on current day, it is included in the day being
reported.
You can use this report to see the details of what an employee did throughout the day. It
is particularly useful when investigating issues with employee activity discovered in
summary reports, such as the Daily Time Record Summary report.

Chapter 2 - Framework Reports Detailed Time Record
Inputs
 Employee Filter: Indicates the set of employees to report on. (This report is in the
organization’s time zone.)
return the last X completed workdays for an organization; however, as
want to report on the workdays 1/10/04 through 1/15/04. The workday
named 1/10/04 is actually 1/10/04 8:00 a.m. through 1/11/04 8:00 a.m. (in the
organization's time zone). It will map differently in GMT. Now, let’s also
assume that you are reporting on multiple organizations, each with different
time zones and day/week boundaries. You are requesting data on 1/10/04
through 1/15/04, but this could map to different absolute times for each
organization. For example:
Org A: 1/10/04 3:00 a.m. - 1/11/04 3:00 a.m., 1/11/04 3:00 a.m. - 1/12/04
3:00 a.m....
Org B: 1/10/04 8:00 a.m. - 1/11/04 8:00 a.m., 1/11/04 8:00 a.m. - 1/12/04
8:00 a.m....
Outputs
 Employee Name: The employee to whom the time records belong.

 Employee ID: The ID of the employee to whom the time records belong.
 Manager Name: The employee’s manager.
 Day: The day to which the time records or time entries belong.
 Activity: The activity of the time entry.
 Start Date: The start day of the time entry.
 Start Time (HH:MM): The start time of the time entry.
 End Date: The end day of the time entry.
NOTE A time entry belongs to the day in which its time record begins.

Chapter 2 - Framework Reports Employee Activity Roll Up
 End Time (HH:MM): The end time of the time entry.


Employee Activity Roll Up

Overview
This report shows the computed paid, unpaid, and total hours, by employee and activity
for the specified time period.
This report is very similar to Activity Cost (Unburdened), except that it does not
include the Estimated Cost and Wage columns.
Supervisors or managers can use this report to review the amount of time that each
agent spends in each activity, including paid, unpaid, and total time, summarized over
the selected period of time. Managers can run this report for a week or a month to see
how each agent is being utilized over that time period, and determine whether particular
agents are spending too much time in breaks, after-call work, or other activities, or if
they are not spending enough time on the phones.
Inputs

Chapter 2 - Framework Reports Employee Activity Summary
time window are included in the aggregate. For reports that return events, then
all events that start in the specified time window are returned.
Outputs
 Employee Name: The employee being reported on.

 Employee ID: The ID of the employee being reported on.
 Manager Name: The employee’s manager as of the date of the time period.

Related topics
Activity Cost (Unburdened), page 27
Employee Activity Summary

Overview
This report returns detailed time entry information per employee, per day, per activity.
Compare with the Detailed Time Record report on page 35.

This report is similar to the Employee Activity Roll-up report, but for each activity, this
report gives a summary of the time spent in the activity for each day within the selected
time period. You can also run this report for a week or a month and analyze it to identify
any trends in how much time is spent in particular activities day after day.
Inputs
 Employee Filter: Lists the organization on which to report.
want to report on the workdays 1/10/04 through 1/15/04. The workday n
a.m.ed 1/10/04 is actually 1/10/04 8:00 a.m. through 1/11/04 8:00 a.m. (in the

organization's time zone). It will map differently in GMT. Now let’s also
time zones and day/week boundaries. We are requesting data on 1/10/04
Org A: 1/10/04 3:00 a.m. - 1/11/04 3:00 a.m., 1/11/04 3:00 a.m. - 1/12/04
3:00 a.m....
Org B: 1/10/04 8:00 a.m. - 1/11/04 8:00 a.m., 1/11/04 8:00 a.m. - 1/12/04
8:00 a.m....
Outputs
 Organization: The organization to which the employee belongs.

 Activity: The activity being reported on.
 Employee Name: The employee being reported on.
 Employee ID: The ID of the employee.
 Manager Name: The employee’s manager as of the date of the time period.
 Start Date: The start day of the time entry.
 Start Time (HH:MM): The start time of the time entry.
 End Date: The end day of the time entry.
NOTE A time entry belongs to the day in which its time record begins.
 End Time (HH:MM): The end time of the time entry.


 Daily Total: The total time (paid/unpaid/total) for that day, employee, and activity.
 Group Total: The total time (paid/unpaid/total) for all days for that employee and
activity.
 Combined Total: The total time (paid/unpaid/total) for all days and all employees
for that activity.

Chapter 2 - Framework Reports Organization Activity Summary
Related topics
Detailed Time Record, page 35
Organization Activity Summary

Overview
This reports does a daily aggregate of actual paid, unpaid, and total time (per
organization and per activity), for each workday specified in the time frame input.
This report is very similar to the Daily Activity Summary report, except that the latter
is per organization, workday, and activity.
This report is similar to the Activity Roll-up report, but the breakdown of time spent in
each activity is summarized for each day within the selected time period. This report can

Chapter 2 - Framework Reports Organization Activity Summary
also be run for a week or a month, and analyzed to identify any trends in organization
utilization that are changing daily.
Inputs
 Organization: Indicates the organizations to report on.
time window are included in the aggregate. For reports that return events, then
all events that start in the specified time window are returned.
Outputs
 Organization Name: The organization being aggregated.

 Date: The date being reported on.
 Activity: The activity being aggregated.

 Daily Total: The total time (paid/unpaid/total) for that day and organization, for all
activities.
 Combined Total: The total time (paid/unpaid/total) for that organization for all
days and all activities.
Related topics
Daily Activity Summary, page 31

Chapter 2 - Framework Reports Adherence Reports
Adherence Reports
These reports deal with employees’ adherence to their schedules.
Topics
 Adherence Exceptions, page 43
 Adherence Minutes, page 46
 Adherence Numbers by Interval, page 48
 Adherence Summary, page 51
Adherence Exceptions
This report can be run by the following roles: Branch Administrator, Branch Manager,
Manager.
Overview
This report consists of a list of exceptions for each employee for the selected employee
filter and time period.
There can be more than one record returned for a single exception. An exception is
defined per planned activity; a new exception is not counted as beginning until the
planned activity has changed. Also, it is necessary to return a new record whenever
any information changes, such as the actual activity or approval status.

Chapter 2 - Framework Reports Adherence Exceptions
Managers can use this report to investigate the details of employee non-adherence to
schedule. Managers can look for employees with unusual numbers of exceptions, or for
patterns of exceptions related to particular times or activities. The information in the
Approved By column is helpful for determining who authorized a particular instance of
non-adherence, and also for discovering whether any approvers have an unusual
number or pattern of such authorizations. If employees are held to adherence goals, it is
particularly useful to review authorization patterns to verify that some managers are not
authorizing more exceptions than others, thus making it easier for their employees to
achieve the goals.

Chapter 2 - Framework Reports Adherence Exceptions
Inputs
Outputs
 Organization: Name of employee's organization.

 Employee Name: The name of the employee to whom the exception belongs.
 Employee ID: The ID of the employee to whom the exception belongs.
 Manager Name: The name of the employee’s manager.
 Exception Start Time: The date and time of day that the exception begins.
 Exception End Time: The date and time of day that the exception ends.
 Actual Activity: The activity the employee has logged into.
 Scheduled Activity: The activity the employee is supposed to be logged into.
 Authorized: If the exception is approved, and the name of the person who
approved it is known, the Authorized column contains the string Approved By:
followed by the approver’s name. If the exception is approved but the approver’s
name is not known, the Authorized column contains the string Yes. If the
exception is not approved, the Authorized column contains the string No.
 Paid: Indicates whether the scheduled activity is paid. A scheduled activity is paid
if its underlying event is paid. In most cases, this is the default attribute of the
event's activity. For shift activity assignments, the Paid property taken from the
shift activity assignment's parent shift activity. For a time-off event, it is paid if
there is a paid shift assignment or shift activity assignment underneath.
 Work: Indicates whether the scheduled activity is considered work. The Work
property is computed as follows: Shift assignments and calendar event assignments
are always considered work. Shift activity assignments are considered work if their
activity's Shift column is checked in the Activities module (Organization mode) in
Forecasting and Scheduling. Time-off events are never considered work.

Chapter 2 - Framework Reports Adherence Minutes
Adherence Minutes
Manager.
Overall
This report summarizes adherence to schedule information (in minutes) per employee
per workday.
This report does not return adherence exceptions when an employee is not scheduled
for an activity or if the employee is scheduled for an activity that is mapped to No
Activity.
NOTE Adherence to activities of a non-work type (for example, vacations, lunch, break, or no
activity) should not count the same as adhering to work activities. It would skew the
percentages. For this reason, there will be exceptions that show up in the Adherence view,
but do not show up in this report. Also, the following rules govern which day exceptions will
be counted:
 If an exception is contained within a shift assignment (that is, the planned event for that
exception is contained within a shift assignment), it is counted on the workday that the
shift assignment begins.
 If an exception is not contained within a shift assignment (that is, the planned event for
that exception is not contained in a shift assignment), it is counted on the day that the
planned event begins. Normally this is only the case for calendar events that do not
have to overlap shift assignments.

Chapter 2 - Framework Reports Adherence Minutes
This report (or the very similar Adherence Summary report) is key for evaluating
employee's overall adherence to schedule. Typically, the focus is on the results for Time
Adhering To Schedule (%). Supervisors can review this report daily for use in
coaching agents towards better adherence. Information from reports run over a longer
period, such as a quarter, is often used in performance evaluations.

Manager.
Inputs
NOTE For customers who are licensed for Scorecards, the use of adherence KPIs might replace the
use of this report.

 Group By

Chapter 2 - Framework Reports Adherence Numbers by Interval
Outputs
 Employee Name: The name of employee for whom adherence data is being
summarized.
 Manager Name: The manager of the employee for whom adherence data is being
summarized.
 Start Date: The workday being summarizing. (The following field applies to this
workday).
 Time Adhering To Schedule (Minutes): The amount of time the employee is
adhering to the schedule for that day.
 Time Not Adhering To Schedule (Minutes): The amount of time the employee is
not adhering to the schedule for that day.
 Total Time Scheduled (Minutes): Only includes activities that are not mapped to
activity No Activity.
 Time Adhering To Schedule (%): Percentage of scheduled “work” time in which
the employee is adhering.
 Time Not Adhering To Schedule (%): Percentage of scheduled “work” time in
which the employee is not adhering.
 Adherence Violations: The number of adherence violations where the planned
activity is not mapped to activity No Activity.
Adherence Numbers by Interval

Manager.
Overview
This report provides detailed staffing and adherence information for each 30-minute
interval throughout the day. (No rows are returned for intervals with no data.)

This report is helpful for investigating the root causes of service level problems. For
example, if scheduled staffing was adequate during an interval with low service level
results, but adherence to schedule was poor, then the poor adherence might be partially
or entirely responsible for the bad service results.
Inputs

Outputs
 Organization Name: The name of the organization that is being reported on.
 Date: Date/time of the interval.
 Total No. Scheduled: Total number of full agents that are scheduled during the
interval. For example, if there are two agents whose schedules intersect the
interval by only 15 minutes each, they would be combined to equal one agent.
 No. Adhering To Schedule: The number of agents adhering to their scheduled
activities during this interval.
 No. Not Adhering To Schedule: The number of agents not adhering to their
scheduled activities during this interval.
 Adhering To Schedule (%): Percentage of employees adhering to their schedule.
Adhering to Schedule (%) - (No. Adhering to Schedule / Total No.
Scheduled) * 100
 Not Adhering To Schedule (%): Percentage of employees not adhering to their
schedule. Not Adhering to Schedule (%) - (No. Not Adhering to Schedule /
Total No. Scheduled) * 100
NOTE All values only apply to the periods of time containing scheduled activities that are not linked
to the No Activity activity. Approved exceptions count as adhering time.
This report uses the function BP_TF_INTERVALS.SQL.

Chapter 2 - Framework Reports Adherence Summary
Adherence Summary
This report can be run by the following roles: Administrator, Branch Administrator,
Branch Manager, Manager.
Overview
This report summarizes adherence to schedule information (in hours and minutes) per
employee per workday. This report does not return adherence exceptions when an
employee is not scheduled for an activity or if the employee is scheduled for an activity
that is mapped to No Activity.
NOTE Adherence to activities of a non-work type (for example, vacations, lunch, break, or no
activity) should not count the same as adhering to work activities. It would skew the
percentages. For this reason, there are exceptions that show up in the Adherence view, but do
not show up in this report. Also, the following rules govern which day exceptions will be
counted:
 If an exception is contained within a shift assignment (that is, the planned event for that
exception is contained within a shift assignment), it is counted on the workday that the
shift assignment begins.
 If an exception is not contained within a shift assignment (that is, the planned event for
that exception is not contained in a shift assignment), it is counted on the day that the
planned event begins. Normally, this is only the case for calendar events that do not
have to overlap shift assignments.

This report (or the very similar Adherence Minutes report) is key for evaluating
employees’ overall adherence to schedule. Typically, the focus is on the results for Time
Adhering To Schedule (%). Supervisors can review this report daily for use in
coaching agents towards better adherence. Information from reports run over a longer
period, such as a quarter, is often used in performance evaluations.
NOTE For customers who are licensed for Scorecards, the use of adherence KPIs might replace the
use of this report.
Inputs
 Group By
Outputs
 Employee Name: The name of employee for whom adherence data is being
summarized.
 Start Date: The workday being summarizing. (The following field applies to this
workday).
 Time Adhering To Schedule (Hours): The amount of time the employee is
adhering to the schedule for that day.
 Time Not Adhering To Schedule (Hours): The amount of time the employee is
not adhering to the schedule for that day.

 Total Time Scheduled (Hours): Only includes activities that are not mapped to
activity No Activity.
 Time Adhering To Schedule (%): Percentage of scheduled “work” time in which
the employee is adhering.
 Time Not Adhering To Schedule (%): Percentage of scheduled “work” time in
which the employee is not adhering.
 Adherence Violations: The number of adherence violations where the planned
activity is not mapped to activity No Activity.

Chapter 2 - Framework Reports Coaching Reports
Coaching Reports
These reports deal with employees coaching sessions.
Topics
 Coaching Impact, page 54
 Coaching Summary, page 58
Coaching Impact
This report shows the impact of coaching sessions on the associated KPIs. It shows the
value of the KPI before the session, after the session, and the change between the two
expressed as a percentage. An improvement is expressed as a positive percentage; a
worsening is expressed as a negative percentage.
The report groups sessions in the following order:
1 Coach
2 KPI
3 Employee.
NOTE For each of the above groupings, the report averages the coaching impact.

Chapter 2 - Framework Reports Coaching Impact

This report can be run by the following roles: Administrator, Manager.
Inputs
 Coach Filter: Indicates the set of coaches to report on.
 Time Frame:
- Last <X> days: This mode uses the previous <X> number of days for the
report.

- From/To date: Aggregates data for inclusive date range.

 Time Zone: Determines the time zone used to display times.
 Date Relevance: Determines how the report filters based on time frame as well as
the date displayed for each coaching session.
- Scheduled Date
- Completion Date
 Days Before Session: Determines the date used to begin calculating KPI
information for before the session. The report obtains KPI information by taking the
beginning reference date (based on last <x> days or the from date) less the
number of days specified here.
 Days After Session: Determines the date used to stop calculating KPI information
for after the session. The report obtains KPI information by taking the ending
reference date (based on last <x> days or the from date) plus the number of days
specified here.
 Status: Select one or more session statuses to include. Select from:
- All
- Pending
- Meeting Scheduled
- Coached
- Await Employee Feedback
- Await Coach Feedback
- Completed.
 Result: Select one or more session results to include. Although you can add
additional results, the default session results are:
- All
- Below Expectations
- Exceeds Expectations
- Meets Expectations
- None (no session result)
 Session Type: Select one or more session types to include. The session types to
which you have access depend on your organizational privileges.
 Coaching Topic: Select one or more coaching topics to include. The coaching
topics to which you have access depend on your organization privileges. Note: Data
is filtered based on the selected values but the topic itself is not displayed on the
result report.

Outputs
IMPORTANT  Sessions which do not have KPI information for before or after the session will be
reported but will show no improvement.
 Session data reported is only as recent as the last Report Dump. Sessions created after
the last Report Dump will not be reported.
 Employee filter information is a snapshot the last Report Dump. New filters will not be
usable until the Report Dump next runs.
 Organizational membership changes over time are not shown on the report, so the
context option is not recommended.
 Coach: The name of the coach for whom the coaching impact is being reported.
 KPI: The metric being reported before and after the coaching session.
NOTE When viewing KPI statistics, it is helpful for you to know how the report determines the KPI
figure to use relative to the time frame for which you are running the report. For example,
assume you run the report for 7 days prior to the session and for 7 says after the session, and
the session occurred on a Wednesday.
If you are looking at a weekly KPI, you may think the KPI figure is calculated based on the 7
days before/after the session. However, the report does not recalculate KPI figures. If the
week begins on a Sunday and ends on a Saturday, a weekly KPI is always calculated based on
that date range — not your report time frame. Therefore, it is possible (and likely for daily
KPIs) that the KPI statistic includes data outside the time frame for your report. The same
logic holds true for monthly, quarterly, and yearly KPI statistics.
 Employee: The employee for whom the coaching impact is being reported.
 Session Date: The date of the coaching session, based on the date selection
described above for the input parameters.
 Periodicity: The period associated with the KPI.
 Compare From: The KPI value prior to the coaching session.
 Compare To: The KPI value after the coaching session.
 Improvement: Ratio of the Compare From value to the Compare To value,
expressed as a percentage. An upward trend is a positive percentage; a downward
trend is a negative percentage.
NOTE The improvement figures are averaged for the following groupings:
 Agent
 KPI
 Coach

Chapter 2 - Framework Reports Coaching Summary
Coaching Summary
This report provides a summary for selected employees and coaches of all coaching
sessions scheduled during a selected time frame.
The format for report is similar to the Manage Coaching page, found in the Coaching
module.
You can group sessions by Employee or Coach.

This report can be run by the following roles: Admin, Supervisor, Manager, Branch
Manager, and Branch Admin.

Inputs
 Coach Filter: Indicates the set of coaches to report on.
 Time Frame:
- Last <X> days: This mode uses the previous <X> number of days for the
report.
- From/To date: Aggregates data for inclusive date range.
 Group By: Determines how the data on the report are sorted. Group results by:
- Coach
- Employee
 Status: Select one or more session statuses to include. Select from:
- All
- Pending
- Meeting Scheduled
- Coached
- Await Employee Feedback
- Await Coach Feedback
- Completed.
 Result: Select one or more session results to include. Although you can add
additional results, the default session results are:
- All
- Below Expectations
- Exceeds Expectations
- Meets Expectations
- None (no session result)
 Session Type: Select one or more session types to include. The session types to
which you have access depend on your organizational privileges.
 Coaching Topic: Select one or more coaching topics to include. The coaching
topics to which you have access depend on your organization privileges.
Outputs
 Coach: The name of the coach for whom the summary is being reported.
 Employee: The name of the employee for whom the summary is being reported.
 Scheduled Date: The date on which the session is scheduled.
 Due Date: The date on which the session is scheduled for completion.
 Completion Date: The date on which the session was completed.
 Assigned By: The employee who assigned the session.
 Session Type: The type of session scheduled.

 Result: The result of the session.

 Status: The current status of the session.
 Coaching Topic: The coaching topics selected for the report.

Chapter 2 - Framework Reports Management Reports
Management Reports
These reports deal with general employee information, such as IDs, manager names,
job titles, etc.
Topics
 Active Employees, page 61
 Employee Information, page 63
 Tenant Usage, page 64
 user Roles, page 68
Active Employees
This report provides a list of the number of active employees per organization or per role
for the selected date. This also reports the total number of employees and total number
of active employees.
You can use this report to get the number of active employees in each organization or to
view active employees based on the role.
Grouped by Organization

Chapter 2 - Framework Reports Active Employees
Grouped by Role

Inputs
 Date: As of date. That is, active employees as of this Date.
 Group by: Organization or Role
Outputs
 Organization: Name of the organization for which the report is being generated.
 Role: Name of the role for which the report is being generated.
 Active employees: Active employees per organization or per role.
 Total Employees: Total number of employees.
 Total Active Employees: Number of active employees as of the input date.

Chapter 2 - Framework Reports Employee Information
Employee Information
This report provides a list of employees and their information for the selected employee
filter and time period. It includes their manager, job title, and start and end dates.
You can use this report to verify supervisor assignments, job titles, and start/end dates
for employees. You can also use this report to generate a printable list of names
matching a specific employee filter defined in the Workforce Optimization Suite.

Branch Manager, Manager, Scheduler.
Inputs
 Date: The date for which the information is relevant (some columns may have ).
 Employee Filter: Indicates the set of employees on whom to report.
Outputs

Chapter 2 - Framework Reports Tenant Usage
 Job Title: The active job title on the input date.

 Wage: Displays the employee’s earnings.
 Start date: Displayed in employee's organization's time zone.
 End date: Displayed in employee's organization's time zone.
Tenant Usage
This report provides accurate and consistent reporting to track individual product usage
across the whole enterprise suite. The report also provides tracking per tenant where
there can be multiple tenants in a service provider environment.
The Tenant Usage Report tracks product license usage within the Workforce Optimization
(WFO) suite of products. It provides a detailed count of the usage for each individual
product, with a summary at both the enterprise level and the organization hierarchy
level. Service providers can then easily report on individual tenant along with sub-
organization utilization.
When the Tenant Usage Report is launched, it opens to a summary view which
aggregates total product usage per product and organization. The report also provides a
drill-through feature that allows users to expand into sub-organization usage summary.
It also provides a detailed view that identifies which privileges and consumption records
were tracked by user.
NOTE Only a single organization node can be selected. Multiple organization

nodes cannot be selected.
Tenant Usage Summary View

This is the default view of the report when it is opened by the user. This view can be
used for high level billing purposes. The summary view provides Product Usage counts
by product and organization.
This interactive report provides the ability to drill through report details to view usage
details at both the parent organization and sub-organization levels.

Chapter 2 - Framework Reports Tenant Usage Detailed View
Tenant Usage Detailed View

The detailed view of the Tenant Usage Report allows the user to drill down into the
usage tracking details by product, in addition to viewing organization and sub-
organization details. The detailed view provides details on individual users at the parent
organization and sub-organization levels.
This view can allow a better understanding of group and individual level product usage.
The detailed view also gives users the ability to drill down into each product’s usage data
to view usage tracking details that drive overall Product Usage counts.
Tenant Usage Reporting Features

The Tenant Usage Report has the following reporting features:

Chapter 2 - Framework Reports Privileges tracked for usage report
 Tenant Specific Reports -Allows the report to be run by the entire enterprise suite
or by a specific organization. This feature allows the service provider to generate
individual tenant usage reports that can be distributed to each tenant for review.
 Scheduled Reports - This report can be scheduled so they are automatically
generated on a monthly basis. The report distribution can be configured to send it to
either the service provider or tenants for review.
 Report Data Export - The Product Usage report can be exported as a PDF, HTML or
Excel file.
Privileges tracked for usage report

The data on the Tenant Usage Report is generated from privileges.
This takes into account both Access and Consumption logic. The Access logic is defined
as the privileges a user can access, while the Consumption logic tracks if a user has
performed a specific activity under the product.
Product Privileges tracked Consumption logic
QM Evaluations > Search for Searches for the existence

Evaluations of an evaluation per
employee
WFM (Inclusive) All privileges identified for: Counts the existence of

 WFM – Stand alone any of the items identified
for:
 WFM – Shift Bidding
 WFM – Time off Mgr  WFM – Stand alone
 WFM – Shift Bidding
 WFM – Time off Mgr
WFM – Stand Alone  View Employees Looks for the existence of

Schedules a schedule per employee
 View Campaign
WFM – Shift Bidding  View Personal Shift Tracks the existence of a

Bids schedule per employee
 View Shift Bids for
Employee
WFM - Time Off Mgr  Create / Edit / Counts the time off
Withdraw Time off requests per employee
Requests for
Employee
 View Personal Time off
Request

Chapter 2 - Framework Reports Privileges tracked for usage report
Product Privileges tracked Consumption logic
Speech Analytics  Speech Analytics Queries for the existence

 Use Speech Analytics of call records for
Application employee with Is
Transcribed set.
It tracks usage based on
the date the call was
transcribed, not the date
of the call.
Recording (ALL - including  Interactions > Counts the existence of an

Import & screens) Playback Audio interaction per employee.
 Interactions > The counts include an
Playback Screen existence of interactions of
 Interactions > Search any type, such as audio,
for Interactions screen, and future items
such as text, and video.
Scorecards Scorecards > Scorecards Searches the database for

> Explore Scorecards the existence of a KPI
value measured for an
employee.
eLearning Lessons > View Lessons Searches the database for

the existence of an
employee with lesson
assignments or attempts.
Coaching Manage Coaching Session Counts the instances of an

> View Manage Coaching employee with coaching
sessions.
DPA  DPA > Admin >DPA Searches for one of the

Admin following scenarios:
 DPA > Reporting >  Existence of DPA
DPA Reports Logged data for the
employee
 Existence of value in
the database where
the Data source name
= DPA for any
Employee

Chapter 2 - Framework Reports user Roles
user Roles
This report provides a list of employees showing their organization and the user role and
scope they are assigned.
Administrators can use this report to generate a record of what user roles and scopes
have been assigned to each employee, and to confirm whether the assigned role/scope
is appropriate for each employee's job title. By running filtered instances of the report,
administrators can provide managers with information about what roles have been
assigned to their employees.

Inputs
 Date: The date for which the information is relevant (some columns may have ).
 Employee Filter: Indicates the set of employees on whom to report.

Chapter 2 - Framework Reports user Roles
Outputs
 Manager: The manager on the given input date.
 Job Title: The job title on the given input date.
 User Role: This field is as defined in the Assigned Roles field of the User
Management module’s User Access Rights.
 Scope: This field is as defined in the Organization Scope field of the User
Management module’s User Access Rights.

Chapter 2 - Framework Reports Operations Reports
Operations Reports
The reports under this topic are only displayed if you have an Operations license. They
cover such things as workload, productivity, VCT events, Work Item Tracking (WIT), etc.
Work Item Tracking (WIT) is a real-time generic business intelligence framework
specifically designed to provide productivity and service level metrics from one or more
Customer Relationship Management (CRM) data systems.
The primary benefit of WIT is that it can seamlessly integrate with multiple CRM systems
to identify process bottlenecks and validate service level agreement (SLA) adherence.
By reviewing interactive aging charts that allow you to drill down to the details of an
individual work item in an age category you can do root cause analysis if service goals
are not met. Additionally, employee productivity data can be generated from the same
CRM feed(s) and correlated with the work item aging information to identify proficiency
gaps in specific tasks.
Topics
 Capacity Plan, page 70
 Daily Production, page 74
 Intraday Productivity, page 75
 Productivity, page 78
 Productivity & Effectiveness, page 90
 Utilization, page 94
 VCT Events, page 97
 WIT Aging Chart, page 105
 WIT Aging vs. Deadline Goal, page 108
 WIT Drilldown Chart Report, page 110
 WIT Item, page 112
Capacity Plan
The Capacity Plan report lets you view the workload for all work queues and unpublished
calendar activities for all employees belonging to the selected organization(s). The
report computes the gross required hours, net required hours, and required FTEs, based
on actual or forecasted volumes for each work queue and activity for the duration of the
report period.
Queue Types:
 VCT Queues: The report uses the time standard defined for the queue.
 Non-VCT Queues: The report uses volumes and AHT from the Pulse section for
the selected organization and computes the gross required hours and net required
hours for the queue. AHT is a weighted average based on volumes.
The report output consists of four graphs, such as the following:

Chapter 2 - Framework Reports Capacity Plan
The graphs are then followed by three tables:

 Work queue information
 Analysis of Overall Capacity Requirements
 Analysis of Capacity Opportunity
The following shows a sample of these tables using the data source WFM Actual
Volumes.

This report can be run by the following roles: Administrator, Manager, Scheduler.
Inputs
 Date Range: The beginning and ending dates of the report period.
 Organizations: The organization(s) for which you want to run the report.
 Volume Data Source: Select one of:
- WFM Actual Volume = Historical actual volumes.

- WFM Forecasted Volume = Forecasted volumes from Forecasting and

Scheduling.
- VCT Completions = VCT completions (with this setting, the report can be run
without access to Forecasting and Scheduling).
 Productivity Factor (%): The percentage reduction in capacity to account for
general overhead activities.
 Project/Meeting/Training time Factor (%): The percentage reduction in
capacity to account for projects, meetings, and training time. You can either input
this factor manually (using the top radio button) or extract this factor from the
existing data (using the lower radio button).
 Vacation and Absence Factor (%): The percentage reduction in capacity to
account for vacations and absences.
 Breaks Factor (%): The percentage reduction in capacity to account for break
time.
 Paid Weekly FTE Hours: The FTE basis for number of working hours defined at
the weekly level that is used for calculating required FTEs.
 Actual/Current FTE in Department: The total number of FTEs in the
organizations (including their suborganizations) for which the report is to be run.
Outputs
As mentioned previously, the report output consists of three tables:
 Work queue information
 Analysis of Overall Capacity Requirements
 Analysis of Capacity Opportunity
Work Queue Information
The information for all work queues of each parent organization together with its child
sub-organizations are presented in the top table.
 Sub Org Name: If one or more work queues belong to a suborganization, this
column is populated with the names of work queues belonging to the
suborganization. This indicates that the work queues are assigned to the
suborganization and not to its parent organization.
 Work Queues: The name of the work queue belonging to the parent organization
listed at the top of the table or its child organization(s).
 Volumes: Depends on the mode selected (WFM Actual Volume, WFM
Forecasted Volume, VCT Completions).
- WFM Actual Volume: The total actual volume within the report period for
every work queue is displayed.
- WFM Forecasted Volume: The total forecasted volume within the report
period for every work queue is displayed.
- VCT Completions: The total number of VCT completions within the report
period for every work queue is displayed.

 Activity Handling Time (Seconds): The activity handling time in seconds for
each work queue configured on the Work Queue Configuration page.
 Gross Required Hours: The volume for the work queue * Activity Handling
Time for the work queue / 3600.
 Net Required Hours: Gross Required Hours/ Efficiency
 Net FTE Required: (Weekly FTE Hours * No of Weeks)
 Percentage FTE Allocated to Work (%): FTE / Organization Total FTE * 100.
Analysis of Overall Capacity Requirements
 Requirements: The gross requirements, reduced by the specified factors, to
produce the net requirement.
 Hours: The hours for each of the items in the Requirements column.
 Percent (%): The percent of the Net Requirements for each of the items in the
Requirements column.
Analysis of Capacity Opportunity
 Requirement: List categories for actual vs. required FTE and Potential Capacity
Opportunity (understaffed vs. overstaffed).
 FTE: Shows actual vs. required FTE.

Chapter 2 - Framework Reports Daily Production
Daily Production
This report is an expanded version of the Capacity Plan report, and consists of one graph
which represents FTE actual and Forecasted.

This report can be run by default by the following roles: Administrator, Manager,
Scheduler.
Inputs
 Time Frame: The time frame can be entered as the last N days, or as an explicit
date range set using a date range selector.
 Organizations: Use the Organization selector to choose the organization(s) for
which to run the report.
 Daily FTE Hours: Specify the number of FTE Hours to use in the FTE calculation.

Chapter 2 - Framework Reports Intraday Productivity
Outputs
The reports shows the following metrics in both Forecast and Actual modes
simultaneously:
 Hours
 Workload (volume)
 AHT
 Beginning Backlog
 Ending Backlog
 FTE
Related topics
Capacity Plan, page 70
Intraday Productivity
This report returns information on the productivity of employees (total work assigned
(hours) vs. remaining scheduled hours) grouped by a queue or a team.
For the charts produced by this report, you have the ability to drill down.
The report can be run for details or for summaries, and has two modes:
 Schedules: Considers the employees' operations media type activities in their
schedules as generated by Forecasting and Scheduling. The data is shown in the
Scheduled Time column.
 Time Records: Considers the employees' operations media type activities, entered
in their time records through the Time Record page of the My Time section of the
My Home module. The data is shown in the Total Actual Time column.


This report can be run by default by the following roles: Administrator, Manager,
Scheduler.
Inputs
 Time Frame: The report can be run for the last N days.
 Time: Specify the time for which to run the report, using the time selector.
 End date: User the drop-down selector to specify the end date of the report.
Choices are: Last VCT Import Date Time or the current date.
 Employee Filter: Select the employee filter to use, create a new filter, or edit an
existing filter.
 Mode: Select the mode to use when running the report: Time Records or
Schedules.
 Group By: Select the entity by which to group the report: Organization,
Supervisor, or Campaign.
 Display Mode: Select the display mode for the report: Detailed or Summary.
 View: Select the view to be used in the report: Tree View or Matrix View. The
tree view shows tables of both the employee productivity details and the queue
productivity details, with an interactive collapsible tree to drilldown an employee to
the queue level.
The matrix view, on the other hand, has a single table (organization details) which
displays employees as rows and work queues as columns in a static table or matrix
form (with no interactive nodes). Each employee or work queue cell contains the
productivity of that employee for that queue, that is, the employee-queue
productivity (assuming queue hopping). If queue-hopping is not used or the queue
is not mapped to an activity, the cell is blank. The last column of the matrix shows
the total employee productivity across all the queues. The bottom right corner final
row or column shows the total organizational productivity.
 Show Work Queue Productivity: Use the drop-down selector to specify whether
to show the work queue productivity or not.

Outputs:
 Graphs: One for the group by entity, and a second one for the intraday productivity
distribution.
 Bar charts: One for % Intraday Productivity by Employee, a second for % Intraday
Productivity by Work Queue.
 Organization Summary: Shows for each employee in the organization:
- Employee
- Completed
- Proficiency (%)
- Expected Time (Minutes)
- Scheduled Time or Actual Time (Minutes)
- Intraday Productivity (%)
- Daily Productivity (%)
- Expected Productivity (%)
 Employee Productivity Details: Shows either a tree view or a matrix view for each
employee in the organization:
- Employee
- Work Queues
- Completed
- Expected Completions
- Proficiency (%)
- Activity Handling Time (Seconds)
- Scheduled Time or Actual Time (Minutes)
- Activities
 Work Queue Productivity Details: Shows for each work queue:
- Work Queue Name
- Employee
- Completed
- Expected Completions
- Proficiency (%)
- Activity Handling Time (Seconds)
- Work Queue Time (Minutes)
- Activities

Chapter 2 - Framework Reports Drill down
Also shows summaries for each work queue and activity.
Drill down
1 Click an item on the chart.
2 You then see additional details for the next, lower level of data represented by the
chart element, for example, a bar on the chart.
If you cannot drill further down, you have reached the lowest level of data available.
NOTE The report drill-down feature provides access to the following information, in the order
indicated:
1 Overall organization productivity
2 Productivity distribution count for different percentage ranges
3 Productivity percentages for employees
4 Queue Productivity percentage for an employee
Productivity
The Productivity report reports on the productivity of employees grouped by
organization, supervisor, or campaign.
Productivity is calculated based on the individual VCT Events of type CHECKIN per
queue per employee, and the deferred (email) type activities recorded or scheduled for
each employee. The report only lists the employees in the selected group who are doing
some work within the report period. Nonproductive employees (those with zero
checkins) are not listed on the report.
For the charts produced by this report, you have the ability to drill down.
The report can be run for details or for summaries, and has two modes:
 Time Records: Considers the employees' operations media type activities, entered
in their time records through the Time Record page of the My Time section of the
My Home module. The data is shown in the Total Actual Time column.
 Schedules: Considers the employees' Assigned Work Activity activity type in their
The following graphics show detailed and summary for each of the above mentioned
modes, group by campaign, organization, and supervisor:
Detailed Report for Schedules, Grouped by Campaign:

Chapter 2 - Framework Reports Productivity
Detailed Report for Schedules, Grouped by Organization:

Detailed Report for Schedules, Grouped by Supervisor:

Detailed Report for Time Records, Grouped by Campaign:
Detailed Report for Time Records, Grouped by Organization:

Detailed Report for Time Records, Grouped by Supervisor:

Summary Report for Schedules, Grouped by Campaign:

Summary Report for Time Records, Grouped by Campaign:

Summary Report for Time Records, Grouped by Organization:

Summary Report for Time Records, Grouped by Supervisor:
In addition to the detailed and summary views shown previously, there is also a matrix
view, two examples of which are shown below:

Matrix Report for Schedules, Grouped by Organization:

Matrix Report for Time Records, Grouped by Organization:

Inputs
 Time Frame: Time span of the report.
 Employee Filter: Allows you to select or edit existing employee filters at the
organization level, or create new ones.
 Mode:
- Schedules: Considers the employees' operations media type activities in their
- Time Records: Considers the employees' operations media type activities,
entered in their time records through the Time Record page of the My Time
section of the My Home module. The data is shown in the Total Actual Time
column.
 Group By: Information can be grouped by organization, supervisor, or campaign.
 Display:
- Detailed: Shows employee data in detail.
- Summary: Shows each employee's summary information.

 View: In detailed mode, an additional parameter, View, has two options: a tree
view or a matrix view. The tree view shows tables of both the employee productivity
details and the queue productivity details, with an interactive collapsible tree to
drilldown an employee to the queue level.
The matrix view, on the other hand, has a single table (organization details) which
displays employees as rows and work queues as columns in a static table or matrix
form (with no interactive nodes). Each employee or work queue cell contains the
productivity of that employee for that queue, that is, the employee-queue
productivity (assuming queue hopping). If queue-hopping is not used or the queue
is not mapped to an activity, the cell is blank. The last column of the matrix shows
the total employee productivity across all the queues. The bottom right corner final
row or column shows the total organizational productivity.
 Show Work Queue Productivity: Check this box to include in the report the %
Productivity by Work Queues graph.
Output
The report consists of two tables:
 Summary information
 Detailed information
Summary Information
 Employee: Employee name
 Completed: The total value of all CHECKIN events done by the specific employee
for the corresponding Volume work queue or sub-work queue.
 Proficiency (%): The average proficiency for each employee computed from the
proficiency levels set in Forecasting and Scheduling. If an employee has no skills,
Proficiency = 100 * 1/proficiency in Forecasting and Scheduling for the employee. If
the employee has skills, Proficiency = 100 * 1/skill proficiency.
 Expected Time (Minutes): Completed * Activity Handling Time for the work
queue / 60
 Scheduled Time or Actual Time (Minutes)
- Scheduled Time: The sum total in minutes of all activities with an activity type
of Assigned Work Activity that are part of the employee's schedule.
- Actual Time: The sum total of all operations media type activities in minutes
that are part of the employee's time record.
 Productivity (%): (Expected time (minutes)*100)/ Scheduled or Actual Time)
Detailed Information
The detailed information table displays essentially the same information as the
summary table, except that it breaks down completed work by work queue and shows
the activity handling time of each work queue. Expected Time (Minutes) is displayed
at the work queue level. Productivity (%) is computed at the employee level using the
same formula as for the summary.

Chapter 2 - Framework Reports Drill down
Drill down
1 Right click an item on the chart.
2 Select Drill Down to view additional details for the next, lower level of data
represented by the chart element, for example, a bar on the chart.
If Drill Down is disabled, you have reached the lowest level of data available.
NOTE The report drill-down feature provides access to the following information, in the order
indicated:
1 Overall organization productivity
2 Productivity distribution count for different percentage ranges
3 Productivity percentages for employees
4 Queue Productivity percentage for an employee
Productivity & Effectiveness

This report is used to report on data on Operations and Scorecards statistics. You are
able to select whether you want the report for actual or scheduled numbers.
NOTE Some data in this report relies on the Scorecards data to populate it. The Productivity &
Effectiveness report adapter is also required to run this report asynchronously with real time
data.

Chapter 2 - Framework Reports Productivity & Effectiveness
A check box allows you to show shift events on the report.

You can also choose to produce a summary report, rather than report the details.


This report can be run by the following roles: Manager, Scheduler.
Inputs
 Report Type: Allows you to produce a report on the actual numbers or the
scheduled numbers.
 Time Frame: Time span of the report, expressed as one of the following two
choices:
- Last <X> days
- Date range
 Time Zone: Shows the information based on the time zone you select.
 Group By: Information can be grouped by supervisor or organization.
 Time: You can show the information expressed in Hours:Minutes, or
Minutes:Seconds.

Chapter 2 - Framework Reports Utilization
 Activity Type: You can choose to display information for Production Activities, Non-
Production Activities, or both.
 Detailed/Summary: You can choose to generate a detailed or a summary report,
as shown previously.
 Show Shift Events: This checkbox allows you to show shift event information on
the report.
Output
 Queue / Activity Name: For each employee, displays in the top rows VCT Queues.
In the bottom rows, it displays My Time Activities (Production Activities first, then
Non-Production Activities).
 Completed: Displays integer values for VCT volumes by employee.
 AHT (HH:MM): Shows the Average Handle Time for the VCT queues.
 Earned Time (HH:MM): This field is calculated, and shows the completed volume
X AHT / 60 (rounded to a minute).
 Production Activity Time (HH:MM): Displays the time clocked by Production
Activity (sums the total minutes clocked).
 Non-Production Activity Time (HH:MM): Displays the time clocked by Non-
Production Activity (sums the total minutes clocked).
 Production DPA Time (HH:MM): Taken from Scorecards. Shows
DPA#ProductiveTime as SourceMeasureSystemCode, displayed in Minutes.
 Utilization (%): This field is calculated, and shows Earned Time / My Time Total
Minutes.
 Productivity (%): This field is calculated, and shows Earned Time / Clocked
Production Time.
 Production Effectiveness (%): This field is calculated, and shows Earned Time /
DPA Production Time.
 Production Time Compliance (%): This field is calculated, and shows
Productivity / Production Effectiveness.
Utilization
This report compares an organization’s productivity against its utilization, or its
productivity against its non-productivity. It allows you to measure employees’

performance and to see the work that employees are scheduled to do, as well as out-of-
office and overtime hours.

Inputs
 Type: Whether to report on VCT events or schedules.
 Show Graph: You have a choice of displaying no graphs with the report (No
Graph), or of displaying a graph for Productivity Vs Utilization (see the previous
graphic) or Productivity Vs Non-Production (see the following graphic).
 Goal: Allows you to set a goal line in the graphs.

Outputs
The columns output in the report vary, depending on whether you selected to report on
VCT events or schedules.
VCT Event
 Employee Name: The names of the employees selected through the employee
filter.
 Total VCT Production Hours: The work completed (CHECKINS) for the VCT
queues of any media other than projects.
 Total VCT Non-Production Hours: The work completed (CHECKINS) for VCT
queues of project media.
 Overtime: Hours scheduled for overtime activity.
 Out of Office Hours: The number of hours an employee is scheduled for an out-of-
office activity based on their work day, not based on a 24 hour day.
 Total Hours Assigned: Scheduled activities with the activity type Assigned Work
activity type (excluding Unavailability and Time Off).
 VCT Production (%):Total Production Hours/Total Hours Worked.
 VCT Non-Production (%): Total Non-Production Hours/Total Hours Worked.
 Productivity (%): Total Production + Non-Production Hours/Total Hours Worked.
 Utilization (%): Total Production + Non-Production Hours/Total Scheduled Time
(all paid activities).
 Organization Total: Totals for the columns Total VCT Production Hours, Total
VCT Non-Production Hours, Overtime, Out of Office Hours, and Total Hours
Assigned.
Schedules
 Employee Name: The names of the employees selected through the employee
filter.

Chapter 2 - Framework Reports VCT Events
 Total Scheduled Production Hours: Activities that are of any media other than
projects.
 Total Scheduled Non-Production Hours: Activities that are "calendar events,"
excluding Unavailability and Time Off. This assumes project activities are always
non-production work.
 Overtime: Hours scheduled for overtime activity.
 Out of Office Hours: The number of hours an employee is scheduled for an out-of-
office activity based on their work day, not based on a 24 hour day.
 Total Hours Assigned: Scheduled activities with the activity type Assigned Work
activity type (excluding Unavailability and Time Off).
 Scheduled Production (%):Total Production Hours/Total Hours Worked.
 Scheduled Non-Production (%): Total Non-Production Hours/Total Hours
Worked.
 Productivity (%): Total Production + Non-Production Hours/Total Hours Worked.
 Utilization (%): Total Production + Non-Production Hours/Total Scheduled Time
(all paid activities).
 Organization Total: Totals for the columns Total Scheduled Production Hours,
Total Scheduled Non-Production Hours, Overtime, Out of Office Hours, and
Total Hours Assigned.
VCT Events
This report is an audit report used by managers and supervisors to validate VCT Events
data by employee or work queue at their respective organization.
This VCT data, which is used to measure employee productivity and volume generation,
is entered into the system either through the Volumes page of the Tasks section of the
Tracking module, or through the Operations - Event File Import and Transform adapter.
The report tallies the four VCT Event types for all work queues in an organization within
a given time period:
 Check-in
The report displays only the Check-ins done, based on the employee filter and the
date range.
 Check-out
The report displays only the Check-outs done, based on the employee filter and the
date range.
 Work-in-Progress
The report displays all the Work-in-Progress, based on the date filter and employee
filter.
 Arrivals
The report displays all the arrivals based on the date filter, but excludes the
employee filter, even if the employee filter is selected.

You can also show tallies for all four event types:
 All
The report displays all the VCT event types for the employee filter and for the
selected date range. It is recommended to select Event Type in the Group by
filter, when Event Type is All.
The data can be viewed at a summary or detail level, and grouped by:
 Employee
The report displays all the details based on all the other filters, but grouping is
based on employees. Employee Name is the first column in the summary table.
The event details table is broken down by employee name, that is, individual events
data is displayed in subsections by Employee Name.
 Work Queue
based on work queue. Work Queue Name is the first column in the summary
table. The event details table is broken down by work queue name, that is,
individual VCT Events data are displayed in subsections by Work Queue Name.
 Event Type
based on event type. Event Type is the first column in the summary table. The
event details table is broken down by event type name, that is, individual events
data is displayed in subsections by Event Type.
The following graphics show highlights from the detailed and summary reports, grouped
by employee, work queue, and event type:

Detailed Report, Grouped by Employee:

Detailed Report, Grouped by Work Queue:

Detailed Report, Grouped by Event Type:

Summary Report, Grouped by Employee:

Summary Report, Grouped by Queue:

Summary Report, Grouped by Event Type:

Inputs
 Display Mode:
- Detailed: Shows employee data in detail.
- Summary: Shows each employee's summary information.
 Event Type: Information can be displayed for the following event types:
- All
- Arrival
- Check-Out
- Work In Progress
- Check-In

Chapter 2 - Framework Reports WIT Aging Chart
 Group By: Information can be grouped by employee, work queue, or event type.
Output
The report consists of two tables:
 Summary information
 Detailed information
Summary Information
 Employee Name/Work Queue Name/ Event Type: The Employee name, Work
Queue name, or Event Type name, depending on the setting of the Group By
parameter.
 Event Type: One of the following events:
- Check-in
- Check-out
- Work-in-Progress
- Arrivals
 Value: Shows the VCT Event Type total at the aggregate level.
Detailed Information
The detailed information table has the same columns as the Summary Table, but
displays each and every VCT event for a specific work queue within the range of the
report period. This table has an additional column called Date Time, which shows the
timestamp of the individual VCT event.
WIT Aging Chart

The WIT Aging Chart report shows work items or WIT items classified by age brackets in
hours or days or numerical totals, and further breaks down each age bracket by
employee, organization, queue or a combination thereof.
This report is designed primarily for use in dashboards.
There are three choices of graph to include in the report:
1 Employee Vs Work Queue By Age Bucket
2 Work Queue By Age Bucket
3 Employee By Age Bucket

Employee Vs Work Queue By Age Bucket:
Work Queue By Age Bucket:

Employee By Age Bucket:

This report can be run by the following roles: Administrator, Manager, Scheduler,
Supervisor.
Inputs
 WIT Named Filter: The filter used to focus on subsets of data in the WIT Aging
Chart report that are relevant to you.
 WIT View: A saved set of attributes (such as employee ID, work queue, status of
the item, etc.) you want to see in the report.
 Show Graph: The graphs you want included in the report:
- Employee Vs Work Queue By Age Bucket
- Work Queue By Age Bucket
- Employee By Age Bucket
Outputs
 Graphs: The graphs shown differ depending on the setting of the Show Graphs
parameter:
- Employee Vs Work Queue By Age Bucket: Volume Vs Work Queue &
Employee, Hours Vs Work Queue & Employee
- Work Queue By Age Bucket: Volume Vs Work Queue, Hours Vs Work Queue
- Employee By Age Bucket: Volume Vs Work Queue, Hours Vs Work Queue
 WIT Summary table: Includes such items as Work Queue Name, Employee Name,
Age Bucket, Volume, Hours, Organization.

Chapter 2 - Framework Reports WIT Aging vs. Deadline Goal
WIT Aging vs. Deadline Goal

This report displays the WIT aging analytic data computed by the WIT Aging Analysis
Adapter.

Chapter 2 - Framework Reports WIT Aging vs. Deadline Goal

Inputs
 WIT Named Filter: Allows you to select an active WIT filter, create such a filter, or
edit an existing filter.
 Group By: Allows you to select whether the report should be grouped by one of the
following: WIT Status; Deadline Goal Status; Employee; or Work Queue.
 Display Mode: Specifies whether the report should be shown in detail or summary.
Outputs
 Pie chart: A color-coded pie chart that depicts the distribution of the number of WIT
items in the following Deadline Goal Status categories:

Chapter 2 - Framework Reports WIT Drilldown Chart Report
- Well within Service Goal

- May Miss Service Goal
- Already out of Service Goal
- Unattended Work Items
 The organization level deadline goal details with a pie chart and employee level and
work queue level work item count against the deadline goal status.
 A summary of the deadline goal status. The summary table grouping is decided
based on the Group By parameter, and shows the deadline goal status, employee,
work queue, and number of work items against the work queue.
 In Detailed display mode, the details table is also grouped based on the Group By
parameter. In the details table, you can see WIT Status, External ID, Creation Date,
Deadline goal time in hours and minutes, Estimated Completion date, Estimated
Age at Completion and age of the work item along with Work queue and employee
name.
For a new WIT item that is unassigned, the Employee column displays in braces
the name/ID of the expected employee allocated by the adapter.
WIT Drilldown Chart Report

You can interactively drill down to the details of individual work items that make up the
age brackets.
In the creation of the WIT filter, you can choose to aggregate data from multiple data
sources (transaction systems) into the WIT Drilldown Chart (and WIT Aging Chart
reports).
By using the drilldown feature for one of the numbers representing the work items for
an aging bracket, you can see the additional details in a new window:
 The new window displays work item details for the selected aging bracket. The new
window includes all work item details.
 If you have configured the CRM system’s URL (see the External URL for WIT
Tickets field found in System Management > Data Sources > WIT
Configuration), the new report provides a link from the external ID field to the
selected work item. If the external system requires authentication, it should be
configured on the WIT Configuration page.

Chapter 2 - Framework Reports WIT Drilldown Chart Report

Inputs
 WIT Named Filter: The filter used to focus on subsets of data in the WIT Aging
Chart report that are relevant to you.
 WIT View: A saved set of attributes (such as employee ID, work queue, status of
the item, etc.) you want to see in the report.

Chapter 2 - Framework Reports WIT Item
Outputs
 Attributes: The attributes selected in the WIT view.
 Aging buckets: The Aging buckets defined on the WIT Configuration page of the
Data Sources section of the System module.
NOTE To use the drill down feature, click one of the numbers representing the work items for an
aging bracket. The drill down feature displays the details for the aging bracket number
selected in a new window. The new window displays the WIT Item report for the selected
aging bracket and attribute combination. See WIT Item on page 112 to learn more about the
drill down report displayed in the new window.
WIT Item
This report shows all details (attributes) of the WIT Items imported, comparable to a
raw data dump.

Chapter 2 - Framework Reports WIT Item
Inputs
 WIT Named Filter: The filter used to focus on subsets of data in the WIT Item
report that are relevant to you.
Outputs
The attributes associated with the WIT items, including:
 Organization Name
 External ID
 Datasource Group Name
 Employee Name
 Work Queue Name
 Status
 Age
 Is Workable
 Type
 Created By
 Creation Date
 Closed By
 Description
 CallBackDate
 CustomerName
 ContactNumber
 Datasource Name

Chapter 2 - Framework Reports Outbound Performance Reports
Outbound Performance Reports

These reports cover such things as the forecasted, actual, and required statistics that
are displayed in Pulse.
NOTE Outbound Performance reports require that the schedule information be current. You may
have to recalculate statistics (such as service level, average speed to answer, and number
scheduled) prior to generating these reports, in order for the reports to use the most current
data. In particular, this recalculation is necessary if the forecast has changed, or the
schedule has been changed.
Outbound Performance reports require that you have an Outbound-Media license.
Topics
 Outbound Daily Forecast Assessment, page 114
 Outbound Daily Performance Assessment, page 117
 Outbound Forecast Lists Assessment, page 120
 Outbound Monthly Performance Assessment Summary, page 122
Outbound Daily Forecast Assessment

This report shows an assessment of an outbound call center's forecasted statistics as
they compare to the actual statistics.
It displays the forecasted and actual connect rate, connect average handling time, right-
party connect rate, and right-party connect average handling time, for the selected
queue(s) for the given time period. The report displays a daily granularity, as well as the
total for the entire period. The percentage deviation of the actual data from forecasted is
also displayed in the report. Additionally, the report summary displays the highest and
lowest values for all of the statistics within the time frame.

Chapter 2 - Framework Reports Outbound Daily Forecast Assessment
Forecasters can review this report to gauge how accurate their daily connect rate, right-
party connect rate, connect AHT, and right-party connect AHT forecasts are for
individual queues, multiple queues, or the combined queue for a campaign. They can

Chapter 2 - Framework Reports Outbound Daily Forecast Assessment
also see the highest and lowest values in the time period selected, as well as the highest
and lowest deviations. After identifying periods where deviation was high, forecasters
should review what actually happened during that day, so they can improve their
forecasting technique for the future. Management can review this report to assess
forecasters' performance.

This report can be run by the following roles: Scheduler.
Inputs
 Date Frame: Specifies the date period for which the report is generated. This can
be set in one of two ways:
- Last <n> days: The last specified number of days, starting backwards from the
current date and time. A value of 0 returns data for today only.
NOTE The daily time range time selections still apply, so the report only shows the times of the day
that fall within this range. For example, if it is currently 3:00PM and Last <n> Days is 0,
and the Daily Time Range is 10:00 AM to 2:00 PM, the report output will only include data
for 10:00 AM to 2:00 PM today.
If the daily time range were 12:00 AM to 11:59 PM, the current time were 3:00 PM, and
Last <n> Days were 0, the Daily Time Range would not be a factor in this case, because
the daily time range includes the whole day. However, the report will only show data for
12:00 AM to 2:45 PM, since data for the 3:00 PM interval would not be known until 3:15 PM.
In other words, the data in the report is always 15 minutes behind the current time when
Last <n> Days is used.
- A specific date range, entered using a date selector.

 From Time: Specifies the start time of the day. The From Time and To Time
parameters specify the time range within each day of the specified date range for
which the report is generated.
 To Time: Specifies the end time of the day. The From Time and To Time
 Queue: Indicates the queue on which to report. Can be a single, multiple, or a
combined queue. The queue selector only shows queues of the Phone Outbound
media type.
Outputs
 Connect Rate Forecasted: The forecasted connect rate.
 Connect Rate Actual: The actual connect rate.
 Connect Rate % Deviation: The percentage deviation of the actual connect rate
from the forecasted connect rate.
 AHT Forecasted: The forecasted connect average handling time.
 AHT Actual: The actual connect average handling time.

Chapter 2 - Framework Reports Outbound Daily Performance Assessment
 AHT % Deviation: The percentage deviation of the actual connect average

handling time from the forecasted connect average handling time.
 RPC Rate Forecasted: The forecasted right-party connect rate.
 RPC Rate Actual: The actual right-party connect rate.
 RPC Rate % Deviation: The percentage deviation of the actual right-party
connect rate from the forecasted right-party connect rate.
 RPC AHT Forecasted: The forecasted right-party connect average handling time.
 RPC AHT Actual: The actual right-party connect average handling time.
 RPC AHT % Deviation: The percentage deviation of the actual right-party connect
average handling time from the forecasted right-party connect average handling
time.
Outbound Daily Performance Assessment

This report shows an assessment of an outbound call center's performance by
comparing predicted values to actual values.
It displays the forecasted and actual connects, right-party connects, dials, and backlog
for the selected queue(s) for the given time period. The report displays a daily
granularity, as well as the total for the entire period. The percentage deviation of the
actual data from forecasted is also displayed in the report. Additionally, the report
summary displays the highest and lowest values for all of the statistics within the time
frame.

Forecasters can review this report to gauge how accurate the connects, right-party
connects, dials, and backlog predictions are for individual queues, multiple queues, or
the combined queue for a campaign. They can also see the highest and lowest values in

the time period selected, as well as the highest and lowest deviations. After identifying
periods where deviation was high, forecasters should review what actually happened
during that day, so they can improve their forecasting technique for the future.

Inputs
media type.
Outputs
 Connects Forecasted: The forecasted connects.
 Connects Actual: The actual connects.
 Connects % Deviation: The percentage deviation of the actual connects from the
forecasted connects.
 RPC Forecasted: The forecasted right-party connects.
 RPC Actual: The actual right-party connects.
 RPC % Deviation: The percentage deviation of the actual right-party connects
from the forecasted right-party connects.
 Dials Forecasted: The forecasted dials.

Chapter 2 - Framework Reports Outbound Forecast Lists Assessment
 Dials Actual: The actual dials.

 Dials % Deviation: The percentage deviation of the actual dials from the
forecasted dials.
 Backlog Forecasted: The forecasted backlog.
 Backlog Actual: The actual backlog.
 Backlog % Deviation: The percentage deviation of the actual backlog from the
forecasted backlog.
Outbound Forecast Lists Assessment

This report shows an assessment of an outbound call center's forecasted call lists as
they compare to the actual call lists for a particular scheduling period (SP).
A call list doesn't contain the actual phone numbers to dial, but rather the number of phone numbers to
dial (known as the length).

Chapter 2 - Framework Reports Outbound Forecast Lists Assessment
This report displays each call list's forecasted and actual start/end dates, queue, length,
and number of retries for the selected queue(s) linked to the given scheduling period. In
order for a call list to be included in the report output, its start/end dates must intersect
the specified date range. The report summary displays the total forecasted and actual
call list lengths for each queue over the entire period, as well as the percentage
deviation of the actual data from forecasted.
Forecasters can review this report to gauge how accurate their call list forecasts are for
individual queues in a campaign. After identifying queues where deviation was high,
forecasters should review what actually happened during that period, so they can
improve their forecasting technique for the future. Management can review this report
to assess forecasters' performance.

Inputs
combined queue. If a combined queue is selected, the report will display the call
lists of each individual queue underneath it. The queue selector will only show
queues of the "Phone Outbound" media type.
 Schedule Period:
- Campaign: The campaign on which to report.
- Schedule Period: The date range defining the schedule period on which to
report for the selected campaign.
- Date Range: Specifies the date period for which the report is generated. You
can choose to report on the entire schedule period, or on any sub-range of days
within the schedule period.
Outputs
 Start Date: The date when agents are to begin working on the call list.
 End Date: The date when agents are to stop working on the call list.
 Queue: The Queue through which calls are made.
 Length: The number of phone numbers to dial for the call list.
 Retries: The maximum number of retries per phone number.
 Length % Deviation: The percentage deviation of the total actual call list length
from the total forecasted call list length for the entire period.

Chapter 2 - Framework Reports Outbound Monthly Performance Assessment Summary
Outbound Monthly Performance Assessment Summary

This report shows an assessment of an outbound call center's performance by
comparing predicted values to actual values.
It displays the forecasted and actual connects and right-party connects for the selected
queue(s) for the given time period. The report displays a monthly granularity, as well as
the total for the entire period. The percentage deviation of the actual data from
forecasted is also displayed in the report. Additionally, the report summary displays the
highest and lowest values for each of the statistics within the time frame.
Forecasters can review this report to gauge how accurate the daily connect and right-
party connect predictions are for individual queues or the combined queue for a
campaign. They can also see the highest and lowest values in the time period selected,
as well as the highest and lowest deviations. After identifying periods where deviation
was high, forecasters should review what actually happened during that day, so they can
improve their forecasting technique for the future. Also, the % Change from Previous

Month and % Change from Previous Year columns can be used to detect trends in
the statistics over time.

Inputs

media type.
Outputs
 Connects Forecasted: The forecasted connects.
 Connects Actual: The actual connects.
 Connects % Deviation: The percentage deviation of the actual connects from the
forecasted connects.
 RPC Forecasted: The forecasted right-party connects.
 RPC Actual: The actual right-party connects.
 RPC % Deviation: The percentage deviation of the actual right-party connects
from the forecasted right-party connects.
 Connects % Change from previous month: The percentage deviation of the
current month's actual connects from the prior month's actual connects.
 Connects % Change from previous Year: The percentage deviation of the
current month's actual connects from the actual connects of the same month of the
prior year.
 RPC % Change from previous month: The percentage deviation of the current
month's actual right-party connects from the prior month's actual right-party
connects.

 RPC % Change from previous Year: The percentage deviation of the current
month's actual right-party connects from the actual right-party connects of the
same month of the prior year.

Chapter 2 - Framework Reports Performance Reports
Performance Reports
These reports provide information on the forecasted, actual, and required statistics that
are displayed in Pulse.
Topics
 Daily Comprehensive Performance, page 125
 Daily Forecast Assessment, page 128
 Daily Service Goals and Backlog, page 130
 Monthly Forecast Assessment Summary, page 132
 Monthly Service Goals Assessment Summary, page 134
 Service Goals Assessment, page 135
 Staffing Number Assessment By Interval, page 139
NOTE Performance reports require that the schedule information be current. You may have to
recalculate statistics (such as service level, average speed to answer, and number
scheduled) prior to generating these reports, in order for the reports to use the most current
data. In particular, this recalculation is necessary if the forecast has changed, or the
schedule has been changed.
For all performance reports, a value of "—" (two minus signs) means empty/unknown. For
example, you would see this when looking at future actual data, or past actual data where
the ACD was down. Unlike Pulse, the Performance Reports do not show trends. Missing data
is not the same as 0. 0 Means that the value is known, and it just happens to be 0.
All Performance Reports show data aggregated to particular intervals. For example, the Daily
Comprehensive Performance report shows hourly and daily aggregations. These
aggregations can be simple sums (such as for Contact Volume), or they can require more
complex aggregation formulas (such as for Service Level, which uses a weighted average).
Furthermore, if you selected more than one queue in the report parameters page, the
queues are first combined (using combination formulas, which can be different than the
aggregation formulas), and the resulting combined queue is the one displayed in the report.
Daily Comprehensive Performance

This report displays the forecasted and actual contact volumes, average handling times,
and service levels for the selected queue(s) for the given time period.
The display is hourly or daily, and gives total values for the entire period. The
percentage deviation of the actual data from forecasted is also displayed in the report.
Additionally, the report summary displays the highest and lowest values for the statistics
within the time frame.
Forecasters, schedulers, and management can review this report daily to gauge how
accurate their hourly contact volume and AHT forecasts are, as well as review service
level performance for individual queues, multiple queues, or the combined queue for a
campaign. During intervals where the service level deviations are high, they can use this

Chapter 2 - Framework Reports Daily Comprehensive Performance
report to understand if deviations from the contact volume or AHT forecasts are causing
the problems or if there are other causes, such as adherence problems.

Inputs
combined queue.
Outputs
 Day: The day of the week and date being reported.
 Contact Volume Forecasted: The forecasted contact volume for that hour.
 Contact Volume Actual: The actual contact volume for that hour.
 Contact Volume % Deviation: The percentage deviation of the actual contact
volume from the forecasted contact volume.
 AHT Forecasted: The forecasted average handling time.
 AHT Actual: The actual average handling time.
 AHT % Deviation: The percentage deviation of the actual average handling time
from the forecasted average handling time.
 Service Level Required: The required service level for that hour.

Chapter 2 - Framework Reports Daily Comprehensive Performance
 Service Level Actual: The actual service level for that hour.
 Service Level % Deviation: The percentage deviation of the actual service level
from the forecasted service level.
 Daily Total: The total value of the corresponding statistic for the day.
Summary Information
The summary information reports the value, day of the week and date, and time for:
 Contact Volume
- Highest: The highest single hourly Contact Volume value in the entire report.
- Lowest: The lowest single hourly Contact Volume value in the entire report.
- Highest % Deviation (Absolute): The Contact Volume % Deviation hourly
value with the greatest absolute value.
- Lowest % Deviation (Absolute): The Contact Volume % Deviation hourly
value with the least absolute value.
NOTE The above two rows compare absolute values. So, a value of -95 is considered greater than
a value of 94 because the absolute value of -95 is 95.
 AHT (Average Handling Time)

- Highest: The highest single hourly AHT value in the entire report.
- Lowest: The lowest single hourly AHT value in the entire report.
- Highest % Deviation (Absolute): The AHT % Deviation hourly value with the
greatest absolute value.
- Lowest % Deviation (Absolute): The AHT % Deviation hourly value with the
least absolute value.
 Service Level
- Highest: The highest single hourly Service Level value in the entire report.
- Lowest: The lowest single hourly Service Level value in the entire report.
- Highest % Deviation (Absolute): The Service Level % Deviation hourly value
with the greatest absolute value.
- Lowest % Deviation (Absolute): The Service Level % Deviation hourly value
with the least absolute value.

Chapter 2 - Framework Reports Daily Forecast Assessment
Daily Forecast Assessment

This report displays the forecasted and actual contact volumes and average handling
times for the selected queue(s) for the given time period.
The display uses a daily granularity along with a calculation of the total for the entire
period. The percentage deviation of the actual data from forecasted is also displayed in
the report. Additionally, the report summary displays the highest and lowest values for
the statistics within the time frame.

Chapter 2 - Framework Reports Daily Forecast Assessment
Forecasters can review this report to gauge how accurate their daily contact volume and
AHT forecasts are for individual queues or the combined queue for a campaign. They can
also see the highest and lowest contact volumes in the time period selected, as well as
the highest and lowest deviation. After identifying periods where deviation was high,
forecasters should review what actually happened during that day so they can improve
their forecasting technique for the future. Management can review this report to assess
forecasters’ performance.

Inputs
and the Daily Time Range is 10:00 AM to 2:00 PM, the report output will only include data for
10:00 AM to 2:00 PM today.
If the daily time range were 12:00 AM to 11:59 PM, the current time were 3:00 PM, and Last
<n> Days were 0, the Daily Time Range would not be a factor in this case, because the
daily time range includes the whole day. However, the report will only show data for 12:00
AM to 2:45 PM, since data for the 3:00 PM interval would not be known until 3:15 PM. In
other words, the data in the report is always 15 minutes behind the current time when Last
<n> Days is used.

Chapter 2 - Framework Reports Daily Service Goals and Backlog
combined queue.
Outputs
 Contact Volume Forecasted: The forecasted contact volume for that day.
 Contact Volume Actual: The actual contact volume for that day.
 AHT Forecasted (Seconds): The forecasted average handling time.
 AHT Actual (Seconds): The actual average handling time.
Summary Information
The summary information reports the value and day of the week and date for:
 Contact Volume
- Highest: The highest single hourly Contact Volume value in the entire report.
- Lowest: The lowest single hourly Contact Volume value in the entire report.
- Highest % Deviation (Absolute): The Contact Volume % Deviation hourly
value with the greatest absolute value.
- Lowest % Deviation (Absolute): The Contact Volume % Deviation hourly
value with the least absolute value.
Daily Service Goals and Backlog

This report displays the forecasted, actual, and required service levels, and the actual
and forecasted backlog statistics for the selected queue(s) for the given time period.
The display uses a daily granularity, as well as a calculation of the total for the entire
period. The following percentage deviations are also displayed:
 Actual service level from required
 Actual backlog from forecasted

Chapter 2 - Framework Reports Daily Service Goals and Backlog
In a multi-contact scheduling environment, forecasters, schedulers, and management

can review this report to quickly identify days when the actual service levels deviated
greatly from required, or when the backlog of deferred contacts (e-mail, for example)
deviated from the forecasted backlog. After identifying these days, they can investigate
further to determine the cause of the deviation (adherence problems, forecasted CV or
AHT inaccuracies, over or understaffing, or other causes).

Inputs
 Queue: Indicates the queue on which to report. It can be a single, multiple, or a
combined queue.

Chapter 2 - Framework Reports Monthly Forecast Assessment Summary
Outputs
 Service Level Required: The required service level for that day.
 Service Level Forecasted: The forecasted service level for that day.
 Service Level Actual: The actual service level for that day.
 Service Level % Deviation from Required: The percentage deviation of the
actual service level from the required service level.
 Backlog Forecasted: The forecasted backlog for that day.
 Backlog Actual: The actual backlog for that day.
 Backlog % Deviation from Forecasted: The percentage deviation of the actual
backlog from the required backlog.
Monthly Forecast Assessment Summary

This report displays the monthly summary of forecasted and actual contact volume and
average handling time statistics for the selected queue(s) for the given time period.
The percentage deviation of the actual data from forecasted is also displayed in the
report. Additionally, the report summary displays the highest and lowest values for the
statistics within the time frame.

Chapter 2 - Framework Reports Monthly Forecast Assessment Summary
NOTE For monthly reports, only the portions of the months that fall within the selected date range
and time range are included. For example, if you run the report from 5/15/08 to 7/15/08,
the output will show May 2008, June 2008, and July 2008, but only the “June 2008 row will
contain the data for the entire month. Non-monthly reports are a little different because the
specified time range applies to each day in the date range, so each daily aggregation only
includes the entire day’s data if the time range is 12:00 AM – 11:59 PM.
Forecasters can review this report to gauge how accurate their contact volume and AHT
forecasts are when aggregated to the monthly level. Management can review this report
to assess the forecaster's performance. Also, the % Change from Previous Month
and % Change from Previous Year columns can be used to detect trends in the
contact volume over time.

Inputs

combined queue.
Outputs
 Contact Volume Forecasted: The forecasted contact volume for that month.
 Contact Volume Actual: The actual contact volume for that month.
 AHT Forecasted (Seconds): The forecasted average handling time.
 AHT Actual (Seconds): The actual average handling time.

Chapter 2 - Framework Reports Monthly Service Goals Assessment Summary
 CV % Change from previous month: The percentage change of the contact
volume from the previous month.
 CV % Change from previous year: The percentage change of the contact volume
from the same month of the previous year.
Monthly Service Goals Assessment Summary

This report displays the monthly summary of the forecasted, actual, and required
service levels and average speed to answer (ASA) statistics for the selected queue(s) for
the given time period.
The percentage deviation of the actual data from required is also displayed in the report.
Additionally, the percentage changes from the previous month and previous year are
displayed.
NOTE For monthly reports, only the portions of the months that fall within the selected date
range and time range are included. For example, if you run the report from 5/15/08 to 7/
15/08, the output will show May 2008, June 2008, and July 2008, but only the “June 2008
row will contain the data for the entire month. Non-monthly reports are a little different
because the specified time range applies to each day in the date range, so each daily
aggregation only includes the entire day’s data if the time range is 12:00 AM – 11:59 PM.
Forecasters, schedulers, and management can review this report to evaluate

achievement of service levels (or ASA) for each month, and compare this to the forecast
values for those months. The % Change from Previous Month and % Change from
Previous Year columns can be used to detect trends in the service goal attainment
over time.

Inputs

Chapter 2 - Framework Reports Service Goals Assessment

combined queue.
Outputs
 Service Level Required: The required Service Level for that month.
 ASA Required (Seconds): The required average speed to answer.
 Service Level Forecasted: The forecasted Service Level for that month.
 ASA Forecasted (Seconds): The forecasted average speed to answer.
 Service Level Actual: The actual Service Level for that month.
 ASA Actual (Seconds): The actual average speed to answer.
 % Deviation from Required: The percentage deviation of the actual Service Level
or ASA from required.
 % Change from previous month: The percentage change of the Service Level or
ASA from the previous month.
 % Change from previous year: The percentage change of the Service Level or
ASA from the same month of the previous year.
 Summary: The total value of the corresponding statistic for the entire date range.
Service Goals Assessment

This report displays the forecasted, actual, and required service levels and average
speed to answer (ASA) statistics for the selected queue(s) for the given time period.
The display uses a daily granularity, as well as a calculation of the total for the entire
period. The following percentage deviations are also displayed:
 Actual service level from required
 Actual ASA from required
 Actual service level from forecasted

Chapter 2 - Framework Reports Service Goals Assessment
 Actual ASA from forecasted
Forecasters, schedulers, and management can review this report to quickly identify days
when the actual service levels (or ASA) deviated greatly from required or forecasted.
After identifying these days, they can investigate further to determine the cause of the
deviation (adherence problems, forecasted CV or AHT inaccuracies, over or
understaffing, or other causes).

Inputs

Chapter 2 - Framework Reports Retail Service Level Heat Map

combined queue.
Outputs
 Day of the Week and Date: The day of the week and date being reported.
 Service Level Required: The required service level for that day.
 ASA Required (Seconds): The required average speed to answer.
 Service Level Forecasted: The forecasted service level for that day.
 ASA Forecasted (Seconds): The forecasted average speed to answer.
 Service Level Actual: The actual service level for that day.
 ASA Actual (Seconds): The actual average speed to answer.
 ASA % Deviation from Required: The percentage deviation of the actual ASA
from the required ASA.
 ASA % Deviation from Forecasted: The percentage deviation of the actual ASA
from the forecasted ASA.
 Service Level % Deviation from Required: The percentage deviation of the
actual service level from the required service level.
 Service Level % Deviation from Forecasted: The percentage deviation of the
actual service level from the forecasted service level.
 Total: The total value of the corresponding statistic for the entire date range.
Retail Service Level Heat Map

This report displays the service level for multiple queues and time periods for one or
more organizations.
The output is a grid, where the rows are all the queues from the selected organizations,
and the columns are the dates. Each cell shows the service level/service goal.
Additionally, cells are color coded green, yellow, or red, depending on the deviation
between the service level and the goal and tolerance, using the following logic, where SL
stands for Service Level, and SG stands for Service Goal:
Value Color
abs(SL - SG) <=tolerance Green
(SL - SG) > (1* tolerance) Blue
((SL-SG) > (1 * tolerance)) && ((SL-SG) <= (2 * Yellow

tolerance))
(SL-SG) > 2 * tolerance Red
For example, if the service goal is 80 and the tolerance is 5:

Chapter 2 - Framework Reports Retail Service Level Heat Map
 A Service Level from 86 is blue.

 A Service Level from 75 - 71 is yellow.
 A Service Level from 76 - 85 is green.
 A Service Level from 0 - 70 is red.
If you have multiple organizations selected, they are shown in a single grid ordered by
organization and queue name.
Columns having no data in all of its cells for a particular date are not displayed.
If you click a column header, you get a pop-up window showing a similar heat map,
which is a drill-down of that date, where the rows are the queues, and the columns show
each 15-minute interval in the day.
If you click a row header, you get a pop-up window, which is a drill-down of that queue,
where the rows are the dates, and the columns show each 15-minute interval of each
date.

This report can be run by the following roles: Retail Manager and Retail Regional
Manager.
Inputs
 Organizations: Allows you to select one or more organizations for which you want
to run the report. If you select a parent organization, all of its child organizations
are also selected, but you can deselect individual child organizations.

Chapter 2 - Framework Reports Staffing Number Assessment By Interval
 Date Range: Specifies the date period for which the report is generated. This can
- Next <n> days: The specified number of days, starting from the current date
and time. A value of 0 returns data for today only.
- A specific date range, set using the date range selector.
 Tolerance: The permissible % of deviation between service level and service goal.
Based on this setting, cells in the report are color-coded in green, yellow, or red,
depending on the deviation between the service level and the goal and tolerance.
Outputs
 From: The starting date of the report’s date range.
 To: The ending date of the report’s date range.
 Organization: The organization(s) for which the report was run.
 Tolerance: The permissible % of deviation between the service level and service
goal.
 Work Queues: The list of work queues, one per row,
 Data columns: Each column displays a date in the report’s date range. The values in
the cells are colored as described previously, depending on the deviation between
the service level and the goal and tolerance. Non-green-colored cells show the
service level and service goal percentages, separated by a slash character, unless
the work queue is a project queue, where the service level and service goal are
expressed in hours and minutes. Green-colored cells do not show the service level
and goal.
Staffing Number Assessment By Interval

This report displays the forecasted, actual, and required FTEs, and the actual and
forecasted staffing statistics for the selected queue(s) for the given time period.
The report also displays the difference between the forecasted and required FTEs. The
display is for every 15 minutes. The following percentage deviations are displayed:
 Actual FTEs from required
 Actual FTEs from forecasted
 Actual Staffing from forecasted

Schedulers and managers can use this report to evaluate whether appropriate staffing is
being provided for specific queues or for the campaign as a whole, in regard to both
planned staffing and actual staffing.

Inputs

 Queue: Indicates the queue on which to report. It can be a single, multiple, or a
combined queue.
Outputs
 Day of the Week and Date: The day of the week and date being reported.
 FTE Required: The required Full Time Equivalents for that 15-minute interval.
 FTE Forecasted: The forecasted Full Time Equivalents for that 15-minute interval.
 FTE Over/Under: The difference between the forecasted and required FTEs.
 FTE Actual: The actual Full Time Equivalents for that 15-minute interval.
 FTE % Deviation from Required: The percentage deviation of the actual FTEs
from the required FTEs.
 FTE % Deviation from Forecasted: The percentage deviation of the actual FTEs
from the forecasted FTEs.
 Staffing Forecasted: The forecasted staffing for that 15-minute interval.
 Staffing Actual: The actual staffing for that 15-minute interval.
 Staffing % Deviation from Forecasted: The percentage deviation of the actual
staffing from forecasted staffing.
 Report Total: The total value of the corresponding statistic for the entire date
range.

Chapter 2 - Framework Reports Recording Compliance Reports
Recording Compliance Reports

Recording Compliance reports are useful for any organizations interested in recording
compliance issues, as well as financial compliance officers and users.
These reports include recording and archiving details, such as:
 Number of call segments recorded and archived
 Number of call segments not archived
 Storage space consumed by the Archive
 Filtering and grouping of results by archive campaign, data source, recorder,
organization, employee, and extension
Related topics
 Data Integrity Report, page 142
Data Integrity Report

This report compares recorded with archived call segments (INUMs).
You can analyze this comparison to quickly validate that the system is archiving
recorded call segments properly. (An interaction may consist of one or more recording
segments.)
By default, the Archive Manager role is not assigned the View Report privilege;
therefore, users assigned to this role cannot view the report. To provide the Archive
Manager with viewing privileges, assign the View Report privilege to this role using the
Roles Setup screen (from User Management).

Chapter 2 - Framework Reports Data Integrity Report
Input Parameters
 Time Frame: Specifies the last defined number of days, starting backwards from
the current date. A value of zero (0) is invalid and generates an error message.
You can also specify a date range from the calendar fields.
 Group By: Aggregates report data by CCD (Conditional Custom Data), CD (Custom
Data), Data Source, Employee, Employee ID, Extension, Organization, or
Recorder.
When grouping by Organization, only leaf organizations display in the reports.
If an employee is moved out of a leaf-organization and the report is run for the time
range when the employee was still in the leaf-organization, the report excludes data
for this employee for that organization.
The report excludes this data because the system does not retain history of the
user’s organizational change.
 CD/CCD Field Selection: If you selected CD or CCD in the Group By field, select
the relevant CD or CCD field from this list.
If you selected a value other than CD or CCD in the Group By field, this parameter
is not relevant and unavailable.

Chapter 2 - Framework Reports Data Integrity Report
 Display Campaign Details: Determines whether campaign details are displayed in

the report. If this option is selected, a line is shown for each campaign under which
calls were archived.
 Include Screen Recording: Determines whether calls that include screen
recording are included in report values.
 Include Storage Computation: Determines whether the total storage is
calculated when the report is generated, and displayed in the report output. This
value includes records that may have been archived more than one time under the
campaign.
Output Parameters
 Group By value (CCD, CD, Data Source, Employee, Employee ID, Extension,
Organization, or Recorder): Displays the Group By value selected for the report
input parameter.
 Recorded: Displays the number of call segments (Inums) that were recorded.
 Not Archived: Displays the number of segments that were recorded but not
archived during the specified time period.
 Campaign Name: Displays the campaigns under which the call segments were
archived. The campaign displayed in the report is the historical campaign that was
used originally to archive the recording. This does not reflect any recent changes to
the campaign rules.
The campaign name, Local Compliance Archive, represents call segments
archived by the Local Archive for 100% archiving.
If the Display Campaign Details parameter was selected, a line is shown for each
campaign under which calls were archived. If this parameter was not selected, a
single line displays the total value for all campaigns.
 Archived: Displays the number of call segments that were archived at least once.
This count excludes any duplicates.
 Total Archived (include duplicates): Displays the number of call segments that
were archived, including duplicates.
 Storage (MB): Displays the total storage amount in MB. This value includes
records which may have been archived more than one time under the campaign.
Calculation
If the Input Storage Computation input parameter is selected, the system’s total
storage is calculated for the report. This calculation includes records that have been
archived more than one time under the campaign.

Chapter 2 - Framework Reports Scorecard Dashboard Reports
Scorecard Dashboard Reports

The reports under this topic are only displayed if your license includes the separately
licensed Dashboard feature. These reports are primarily intended for use in dashboards,
but can be run like other reports from within the Report module.
Topics
 Single KPI Trend, page 145
 Single KPI Trend vs. Peer, page 146
 Team Aggregate Multi KPI, page 148
 Team Detail Dual KPI, page 149
 Team Detail Single KPI, page 151
Single KPI Trend

This report displays a single KPI trend over time. The KPI may be an employee, person
rollup or organization KPI.

Branch Manager, Manager, Scheduler, Supervisor.
Inputs
 KPI: Allows you to select the desired organization and KPI by means of a pop-up
selector window.

Chapter 2 - Framework Reports Single KPI Trend vs. Peer
Clicking the icon at the end of the Organization field opens the Organization
Selector pop-up window.
Once you have selected an organization, the KPI Selector window refreshes to
show additional fields.
Use the drop-down selectors to set the desired values for the KPI, Roll up Type,
and Person fields, and click Set.
 Date: Allows you to specify the date for the data you want retrieved. Dates can be
specified in one of two ways:
- Last <number> <unit>
where:
<number> is the number of time units
<unit> is one of Completed Day(s), Completed Week(s), Completed
Month(s), Completed Quarter(s), or Completed Year(s)
Outputs
 From: The date at which to start displaying scores.
 To: The date for which to stop displaying scores.
 Organization/Employee: The organization or employee for whom scores are to
be displayed.
 KPI: The KPI to display.
 Periodicity: The periodicity of the KPI.
 A graph showing the KPI Actual Value, KPI Goal Value, and KPI Trend scores
for the selected employee for the specified dates.
Single KPI Trend vs. Peer

This report displays a single KPI trend over time along with the peer Trend. The KPI may
be an employee, person rollup, or organization KPI.
A dual scale on the X-axis is shown when the peer value is not Mean, Mode, or
Median.

Chapter 2 - Framework Reports Single KPI Trend vs. Peer

Inputs
selector window.
Once you have selected an organization, the KPI Selector window refreshes to
show additional fields.
Use the drop-down selectors to set the desired values for the KPI, Roll up Type,
and Person fields, and click Set.
where:
- <periodicity> <start_date> <end_date>
where:

Chapter 2 - Framework Reports Team Aggregate Multi KPI
<periodicity> is selected through a drop-down menu, and can be one of Daily,

Weekly, Monthly, Quarterly, or Annually.
<start_date> allows you to select the starting date using a date selector.
<end_date> allows you to select the ending date using the same date selector.
Outputs
 Organization/Employee: The organization or employee for whom scores are to
be displayed.
 Roll-up Type: The roll-up type of the KPI: No Roll up, Person Roll up to
Supervisor, or Person Roll up to Organization.
 A graph showing the KPI Actual Value, KPI Goal Value, and KPI Trend scores
for the selected employee for the specified dates.
Team Aggregate Multi KPI

This report displays all KPIs for an organization’s Scorecard, represented as bar charts,
each bar having its own scale, normalized so that the goals are at the same x-
coordinate. The Goal for each KPI is indicated as 100.


Chapter 2 - Framework Reports Team Detail Dual KPI
Inputs
 Organization: Allows you to select the desired organization by means of the pop-
up selector.
 Period: Allows you to specify the date for the data you want retrieved. Dates can
be specified in one of two ways:
- Last completed <periodicity>
where:
<periodicity> is one of Day, Week, Month, Quarter, or Year
where:
<period> allows you to select the period for that periodicity using a date
selector.
You select the start date of the period; the end date of the period is
automatically filled in by the system.
Outputs
 From: The starting date of the period being displayed.
 To: The ending date of the period being displayed.
 Organization: The organization for whom scores are displayed.
 Periodicity: The periodicity of the KPI values being displayed.
 Bar charts, each bar having its own scale, normalized so that the goals are at the
same x-coordinate. The Goal for each KPI is indicated as 100.
Team Detail Dual KPI

This report allows you to see performance on two KPIs for a group of agents.
This may be used to view two KPIs that have some relationship or that can be used
together to get a snapshot of performance. For example, Operations KPIs for
Productivity and Utilization KPIs, or Call Center KPIs for AHT and Quality might be
viewed this way.

Chapter 2 - Framework Reports Team Detail Dual KPI

Inputs
selector window.
Clicking the icon at the end of the Organization / Employee Filter field opens the
Organization Selector pop-up window.
Clicking the radio button below it, and using the arrows to expand the drop-down
field allows you to select an existing employee filter.
Once you have selected an organization or employee filter, the KPI Selector
window refreshes to show additional fields.
Use the drop-down selectors to set the desired values for KPI 1, KPI 2, and the
Roll up Type, and click Set.
 Period: Allows you to specify the date for the data you want retrieved. Dates can
be specified in one of two ways:
- Last completed <periodicity>
where:
<periodicity> is one of Day, Week, Month, Quarter, or Year
where:

Chapter 2 - Framework Reports Team Detail Single KPI

<period> allows you to select the period for that periodicity using a date
selector.
You select the start date of the period; the end date of the period is
automatically filled in by the system.
Outputs
 Organization: The organization for which scores are to be displayed.
 KPI 1: The first KPI to display.
 KPI 2: The second KPI to display.
 Roll-up Type: The roll-up type of the KPI: No Roll up, Person Roll up to
Supervisor, or Person Roll up to Organization.
 A graph showing the actual and goal values for the two KPIs for the organization’s
or filter’s employees for the specified dates.
Team Detail Single KPI

This report displays a single KPI for each member of an organization, shown as a bar
chart (actual values listed on top) sorted from left to right on the x-axis according to
performance with best performers to the left. Goal is indicated as a horizontal line.

Chapter 2 - Framework Reports Team Detail Single KPI

Inputs
selector window.
Use the drop-down selector to set the desired values for the KPI, and click Set.
where:
Outputs
 Organization: The organization for which scores are to be displayed.

Chapter 2 - Framework Reports Scorecards Reports
Scorecards Reports
This report deals with Scorecards.
Organization KPIs and Objectives

This report lists all Scorecards' KPIs and Objectives defined for each organization. The
report is broken down by organization, objective, and KPI.

Chapter 2 - Framework Reports Organization KPIs and Objectives

Manager.
Inputs
 Organization: Which organizations should be reported on. (The report will include
all sub-organizations of the selected organization as well.)
Outputs
 Organization Name: The name of the organization that is reported on.
 Objective Name: The name of the objective that is reported on.
 KPI Name: The name of the KPI that is reported on, that belongs to a specific
objective in a specific organization.
 Rule Syntax: The rule syntax is the KPI formula used to calculate the actual value
in the scorecard. The KPI belongs to a specific objective in a specific organization.

Chapter 2 - Framework Reports Shift Bidding Reports
Shift Bidding Reports

The reports under this topic deal with agents’ assignments, schedules, and preferences.
Topics
 Assigned Schedules, page 155
 Preference Achievement, page 160
 Unassigned Agents, page 164
 Unassigned Schedules, page 166
Assigned Schedules
This report lists all assigned schedules. It lists shifts for each agent that belongs to one
of the organizations, and who is scheduled for the given scheduling period.
The shifts are detailed for each working day of the week (scheduled period), and for
each shift there is a drill down of the activities for that shift. There is also a drill down for
each agent with his skills and proficiencies.

Chapter 2 - Framework Reports Assigned Schedules

Inputs
 Organization: Which organization should be reported on.
 Schedule Period: Which schedule period should be reported on.
 Group by: Which resolution should appear in the report for grouping. Select Name
or Day.
The following graphic shows the report with Group By set to Name:

The following graphic shows the report with Group By set to Day:

Outputs
 Campaign: <name>: The campaign by which the schedules are grouped.
 Week <start_date end_date>: The week that is being reported on.
 Organization Name: <name>: The name of the organization by which the
schedules are grouped.
 Organization Timezone: <timezone>: The timezone of the organization by
which the schedules are grouped.
 Total Paid Hours: The amount of paid (scheduled) hours for the organization.
 Total Assigned Shifts: The amount of assigned shifts for the organization.
 Employee Name/Week Day: The value listed here is Employee Name if the
Group and Sort input parameter selected was Name or Week Day if the Group
and Sort input parameter selected was Day.
 Week Day/Employee Name: The value listed here is Week Day if the Group
and Sort input parameter selected was Name or Employee Name if the Group
and Sort input parameter selected was Day.
 Employee name by which the shifts are grouped: This value appears as the header
if the Group and Sort setting is Name. This header is a link to the Skill
Schedules Report subreport (see detailed description below). If the Group and
Sort setting is Day, the employee name does not appear as a header, but is still a
link to the Skill Schedules Report subreport.
 Weekday by which the shifts are grouped: This value appears if the Group and
Sort setting is Day.
 Shift: Details about the shift scheduled. The value of the column is a range of hours
of the shift. For example, 8:15:00 AM - 4:15:00 PM, and is also a link to the Shift
Schedules Report subreport (see detailed description below).
As mentioned previously, this report has two subreports:
 Skill Schedules Report: Lists the skills of an agent, and the proficiency level for
each skill.
Outputs
- Employee Name: <name>: The agent that is reported on.
- SkillName: The name of the skill.
- Proficiency: The proficiency level for the skill.

- Shift Schedules Report: Displays start and end times for each activity in a
shift.
Outputs
- Shift: Range of hours for the shift. It has the same format that appeared in the
link that led to the subreport.
- Activities: The activities that occurred during the shift. It includes activity event
start time, activity event end time, and the activity name.

Chapter 2 - Framework Reports Preference Achievement
Preference Achievement
This report enables supervisors to evaluate which agents received their preferences. It
also shows the percentage of auctions with approved bids, and the average preferences
achieved by the agent and by the group.


Inputs
 Group and Sort: Which resolution should appear for grouping and sorting: Name
or Average.
 Time Frame: This specifies the time range for which the report is generated.
Outputs
 Period <start_date - end_date>: The period that is being reported on.
 Organization Name: <name>: The name of the organization by which the
The data contained on the report varies according to the setting of Group and Sort.
If Group and Sort is set to Name, the output is as shown previously:
 The name of the employee being reported on.
 Number of Bids: The number of bids this employee submitted.
 Approved Bid Preference: The agent’s preference corresponding to those bids
which were approved.
 Total: Total number of bids.
 Number of bids: The number of bids placed by all the employees in the
organization in the given period.
 % Approved: The percentage of bids approved out of all bids, for all the
employees in the organization.
 Average Preference: The ratio between the number of approved bids, and the
number of auctions that contain at least one approved bid.
If Group and Sort is set to Average, the output is as follows:


 Average Preference: <average_preference>: Average preference by which the

report is grouped.
 Employee Name: The name of the agent being reported on.
 Total: Total number of bids.
 Number of bids: The number of bids placed by all the employees in the
organization in the given period.
 % Approved: The percentage of bids approved out of all bids, for all the
employees in the organization.
 Average Preference: The ratio between the number of approved bids, and the
number of auctions that contain at least one approved bid.

Chapter 2 - Framework Reports Unassigned Agents
Unassigned Agents
This report lists agents currently unassigned to a schedule, or not currently meeting
their minimum hours rule. You can also confirm with this report if agents have entered
their bids.

Inputs
 Group and Sort: Which resolution should appear in the report for grouping and
sorting. Select Name, Min Hours, or Scheduled Hours.
 Organization: Which organizations are being reported on.
 Schedule Period: Which schedule period is being reported on.
Outputs
 Campaign: <campaign_name>: The campaign by which the schedules are
grouped.
 Week: <start_date - end_date>: The week that is reported on.
 Organization Name: <organization_name>: The name of the organization by
 Employee Name: The agent that is reported on.
 The name of the employee. It serves as a link to the Skill Schedules Report
subreport (see detailed description below).
 Min/Max hours HH:MM: The ratio between the minimum amount of time that the
agent can be scheduled in the scheduled period, and the maximum amount of time

Chapter 2 - Framework Reports Unassigned Agents
that the agent can be scheduled in the scheduled period. For example 30.00/
40.00.
In reports that show hours, minutes are shown as decimal portions of an hour. For example, 2 hours 30
minutes would be shown as 2.5 hours.
 Hours Scheduled HH:MM: The number of hours scheduled for the agent, for the
scheduled period.
 Bids: The number of bids placed by the agent, for the scheduled period.
As mentioned previously, this report has a subreport:
each skill.
Outputs
- Employee Name: <name>: The agent that is being reported on.
- SkillName: The name of the skill.
- Proficiency: The proficiency level of the skill.

Chapter 2 - Framework Reports Unassigned Schedules
Unassigned Schedules
This report lists all currently unassigned schedules. For each day in the campaign week,
it shows schedules assigned to phantom employees. The results are grouped for each
campaign, then for each organization, and then by the specified grouping.


Inputs
 Schedule Period: Which schedule period should be reported on.
 Group By: Which resolution should appear in the report for grouping. Select Name
or Day.
Outputs
 Campaign: <campaign_name>: The name of the campaign by which the
 Week: <start_date - end_date>: The week that is being reported on.
 Organization Name: <organization_name>: The name of the organization by
 Organization Timezone: The time zone of the organization by which the
 Total Paid Hours: The number of paid (scheduled) hours for the organization.
 Total Unassigned Shifts: The number of unassigned shifts for the organization.
The data contained on the remainder of the report varies according to the setting of
Group By.
If Group By is set to Name, the output is as follows:

 Template Name: The name of the phantom employee that is being reported on.
 Week Day: The weekday that is being reported on.
of the shift. For example, 7:30 AM - 6:00 PM, and is also a link to the Shift
 <template_name>: The name of the phantom agent by which the shifts are
grouped. It is also a link to the Skill Schedules Template subreport (see detailed
description below).

If Group By is set to Day, the output is as follows:
 Week Day: The weekday that is being reported on.

 Template Name: The name of the phantom employee that is being reported on.
of the shift, for example, 7:30 AM - 6:00 PM, and is also a link to the Shift

 <weekday>: The weekday by which the shifts are grouped. It is also a link to the
Skill Schedules Template subreport (see detailed description below).
As mentioned previously, this report has two subreports:
each skill.
Outputs
- Template Name: <name>: The phantom employee that is reported on.
- Skill: The name of the skill.
- Proficiency: The proficiency level for the skill.
 Shift Schedules Report: Displays start and end times for each activity in a shift.
Outputs
- Shift: Range of hours for the shift. It has the same format that appeared in the
link that led to the subreport.
- Activities: The activities that occurred during the shift. It includes activity event
start time, activity event end time, and the activity name.

Chapter 2 - Framework Reports Staffing Reports
Staffing Reports
These reports deal with employee schedules.
Staffing reports can be run against both published and unpublished schedules.
Topics
 Daily Planned Time Assessment by Employee, page 171
 Employee Calendar Events, page 174
 Employee Schedule by AgentID, page 175
 Employee Schedule by Date, page 176
 Employee Schedule by Employee, page 179
 Employee Shift Assignments, page 184
 Net Staffing Report, page 187
 Planned Activity Cost (Unburdened), page 190
 Planned Media Cost (Unburdened), page 193
 Planned Staffing Numbers By Interval, page 194
 Planned Time Assessment, page 197
 Weekly Planned Time Assessment by Employee, page 200
Daily Planned Time Assessment by Employee

This report does a daily aggregation of scheduled activity properties per employee, for
each workday specified in the time frame.
NOTE Activity data is counted on the workday (or campaign day) on which the parent shift
assignment begins. Scheduled activities that are not inside a shift assignment are not
included in this report.

Chapter 2 - Framework Reports Daily Planned Time Assessment by Employee
Schedulers can use this report to verify the amount of paid time and/or contact time for
each employee. When used in conjunction with an appropriate filter, this report can be
especially helpful in situations where the schedulers are required to provide a specific
number of hours (for example, part-timers cannot exceed 30 paid hours) or distribute
hours “fairly” across a particular group (for example, all technical support
representatives should receive a similar number of hours handling customer contacts).

Inputs

Chapter 2 - Framework Reports Daily Planned Time Assessment by Employee
 Schedule Period (reports that are in view time zone): These reports generally
return a single aggregation for the specified time period or a set of records
corresponding to all events that start in or intersect the time period.
- Schedule Period: Applies an additional constraint, that employees must be in
the selected week of the campaign or scheduling period.
NOTE When this mode is selected, aggregation is no longer per organization workday but per
campaign day.
 Use Published Schedules: Indicates whether to use published or unpublished

schedules.
Outputs
 Organization: The employee's organization.

 Workday: The day in the organization’s timezone.
 Total Time: The total number of hours worked by the employee on that day.
 Paid Time: The total paid hours for the workday. See Is Paid on page 45.
 Work Time: The total work hours for the workday. See Is Work on page 45.
 Contact Time: Time is considered contact time if the scheduled activity is linked to
a media.
 Work (%): The percentage worked over the total scheduled time for the workday.
 Contact (%): Contact time / Total time
 Paid (%): Paid time / Total time
 Overtime: The number of overtime hours, excluding overtime gaps.
 Voluntary Time Off: The number of voluntary time off hours.
 Overtime (%): (OT/Total Time) * 100.
 Voluntary Time Off (%): (VTO/Total Time) * 100.

Chapter 2 - Framework Reports Employee Calendar Events
Employee Calendar Events

This report returns detailed employee calendar event information for the specified
organization or campaign days.
NOTE Only calendar events that are “topmost” are returned. For example, if a calendar event is
dominated by a vacation, it is not returned in this report.
Schedulers can use this report to review what calendar events have been assigned.
Filtered instances of this report can be provided to supervisors or managers as a
reference for those meetings, training periods, and so on, assigned to their employees.
This report can be especially helpful if these supervisors/managers are not given any
access to view employee schedules online.

Inputs

Chapter 2 - Framework Reports Employee Schedule by AgentID
campaign day.

schedules.
Outputs

 Activity: The activity of the calendar event.
 Workday: The workday that the calendar event begins.
 Start Time: The time of day that the calendar event begins.
 End Time: The time of day that the calendar event ends.
Employee Schedule by AgentID

This report provides the daily start and ending times of each shift, shift activity, and
calendar activities for each employee, listed by AgentID.
This report is exactly the same as the Employee Schedule by Employee report except
that AgentID replaces the Employee Name field.

Chapter 2 - Framework Reports Employee Schedule by Date

Related topics
Employee Schedule by Date, page 176
Employee Schedule by Date

This report provides a list of each employee’s shift activities and times for all days
included in the report.
This report is exactly the same as the Employee Schedule by Employee report (see
page 179), except that the Employee Name field and Date field are swapped, thus
grouping the report by Date instead of Employee Name.




Chapter 2 - Framework Reports Employee Schedule by Employee
Employee Schedule by Employee

This report returns detailed employee schedule information for the specified

Schedulers can use this report to review employee shift assignments prior to publishing
the final schedule. This report can also be used to distribute information about basic
employee schedules (days and start/end times, but not activity details) to individuals
who do not have access to view schedules online.

Inputs
NOTE When the filtered set of employees is large, this report might time out. In such cases, ask
your administrator to increase the setting of the General Setup parameter Request
Timeout (minutes). The default setting is 10; increasing the value to 30 or 60 should allow
the report to run without timing out.

campaign day.

schedules.
Outputs

 Manager: The employee's supervisor.
 Workday: The workday on which the scheduled activity begins.
 Shift Name: The name of the shift to which the scheduled activity belongs.
 From: The start date of the shift.
 To: The end date of the shift. This date might be different from the workday’s if the
shift crosses a day boundary.
 Activity Name: Scheduled activity name.
 Start Time: Start date of scheduled activity.
 End Time: End date of scheduled activity. May be different from Workday if shift
crosses day boundary.
 Is Paid: See Is Paid on page 45.
 Is Absent: The following rules control this property:
The topmost event must be a time-off event (this means that the event must have
been created through the Calendar module in Forecasting and Scheduling as a
time-off event; it is independent of the activity properties).
The event just below the topmost event must be of type work. For example,
consider a vacation with a shift assignment underneath. The shift assignment
normally has more than one planned event belonging to it, as in Phone 8:00 a.m. -
10:00 a.m., Break 10:00 a.m. - 10:15 a.m., and so on. Because the Phone activity
is considered work, 8:00 a.m. - 10:00 a.m. is marked as absent, and because Break
is not considered work, 10:00 a.m. - 10:15 a.m. is not marked absent.
 Is Work: See Is Work on page 45.

Chapter 2 - Framework Reports Employee Schedule by Week
Employee Schedule by Week

This report returns detailed employee schedule information for the specified
Retail Managers and Retail Regional Managers can use this report to view employee shift
assignments in one week intervals per table. It provides the schedules of employees by
week at different levels of detail, including Shift, Shift and Lunch, or Shift and All Shift
Events. This report can also be used to distribute information about basic employee
schedules (days and start/end times, but not activity details) to individuals who do not
have access to view schedules online.

Chapter 2 - Framework Reports Employee Schedule by Week

This report can be run by the following roles: Retail Manager and Retail Regional
Manager.
Inputs
campaign day.

schedules.
 Level of detail: Select from the following.
 Shift
 Shift and Lunch
 Shift and All Shift Events
Outputs
Employee schedules by day by employee for each week in the selected period.
 From: The selected scheduling period from date. The first table displayed will start
with this date. A maximum of one week is displayed per table.
 To: The selected scheduling period to date. This is the last date to display in the
table(s).
 Filter By: The selected employee filter.
 Source: The selected published or unpublished schedules.
 Organization: The selected organization for reporting.
Columns
 Employee: The name of the employee(s) being reported on.
 Date(s): A column for each day included in the selected scheduling period. A
maximum of one week is displayed per table.

Chapter 2 - Framework Reports Employee Shift Assignments
Employee Shift Assignments

This report provides, per agent, the shift name, date of work, start time, and end time
for the filtered selection and specified time frame.
If schedules are created well in advance of the schedule week, and schedulers want to
give employees a preview of the schedules without publishing, they can run this report
and distribute it so that employees can see expected start and stop times, and what
shifts they are working. If there are rules that require certain employees to work specific
shifts each week (for instance, Employee must work two to four shifts named 8 1/2
hour shift -2 each week), schedulers might also review this report to see how those
scheduling goals were achieved.

Chapter 2 - Framework Reports Employee Shift Assignments

Inputs
campaign day.

schedules.
Outputs

 Shift Name: The name of the shift to which the scheduled activity belongs.
 Workday: The workday on which the scheduled activity begins.
 Start Time: The time of day of the start of the shift.
 End Time: The time of day of the end of the shift. If a shift assignment crosses a
day boundary, this field might refer to the next day.

Chapter 2 - Framework Reports Monthly Planned Time Assessment by Employee
Monthly Planned Time Assessment by Employee

This report provides a monthly aggregation of the existing Weekly Planned Time
Assessment by Employee.

This can be run by the following role(s): Schedulers
Inputs
 Employee Filter: Choose the employees to include on the report
the selected campaign or scheduling period.
schedules.

Chapter 2 - Framework Reports Net Staffing Report
Outputs
 Employee: Name of the employee and their related time off information. This
column also lists the employee’s organization and month of the report.
 Total Time (Hours): Total hours for the employee in the month of the report
 Paid Time (Hours): Paid hours for the employee during the month
 Work Time (Hours): Actual work hours for the employee during the month
 Contact Time (Hours): Amount of time scheduled activity is linked to a media
such as email or phone.
 Overtime: Amount of overtime for the employee during the month
 Voluntary Time Off (Hours): Amount of time off taken by the employee
 Work (%): Percentage of time the employee was working during the month
 Contact (%): Percentage of time the employee spent on media such as email or
phone.
 Paid (%): Percentage of paid time for the employee during the month
 Overtime (%): Percentage of overtime for the employee during the month
 Voluntary Time Off (%): Percentage of time off taken by the employee during the
month
Net Staffing Report

This report provides statistics per queue that enable managers to make staffing
decisions during the course of the day (intraday).
Most of the statistics in this report are also available in the Pulse section.
NOTE This report is not intended for backoffice use.


This report can be run by the following roles: Scheduler, Retail Regional Manager.
Inputs
The parameters for this report are the same as the Daily Forecast Assessment
report.
NOTE  If you select two or more queues, the report shows statistics for each queue individually
and then shows statistics for the combined queues.
 If you select one or more queues belonging to a non-skilled scheduling period, the
report will produce data only for Combined - Phone. For non-skilled periods, some data
are only stored for the combined queues. Although you can select individual queues for
non-skilled scheduling periods, Net Staffing cannot be calculated in these instances.
Outputs
 Queue Name: The name of the queue from the Pulse section.
 Date: The date of the net staffing statistics.

 Interval: The report provides net staffing calculations at 15 minute intervals. Each
row on the report represents a fifteen minute interval for the date indicated. All
fields in the row apply to the time interval displayed here.
 CV Forecasted: Volume of forecasted calls from the Pulse section.
 CV Actual: Volume of actual calls from the Pulse section.
 CV Absolute Deviation: Absolute value of forecasted volume less actual volume.
 CV % Deviation: Ratio of forecasted volume to actual volume, expressed as a
percentage
[(forecasted calls) / (actual calls) - 1].
 AHT Forecasted: Forecasted average handle time (AHT) in seconds.
 AHT Actual: Actual AHT in seconds.
 AHT Absolute Deviation: Absolute value of forecasted AHT less actual AHT.
[|(forecasted AHT) - (actual AHT)|]
 AHT % Deviation: Ratio of forecasted AHT to actual AHT, expressed as a
percentage.
[(forecasted AHT) / (actual AHT) - 1]
 Staffing Required: Ratio of staffing forecasted to forecasted full-time equivalent
(FTE) multiplied by the required FTE.
[((staffing forecasted) / (forecasted FTE)) * required FTE]
NOTE  Required FTE: Calculated for each queue and represents the staff needed to meet
service levels for the queue if staffed with a single skill (dedicated environment). For a
combined queue, as represented for a skill-based campaign, the required FTE is the
sum of the requirements for each queue. Note that for a non-skills campaign, there is
only a single requirement generated for the combined forecast.
 Forecasted FTE: Calculated for each queue by aggregating the expected contribution
of each employee with the corresponding skill. Because skill-based routing introduces
leveraging of employee time across multiple queues, the total expected contribution for
a particular employee can be more than 1 FTE for a skill-based campaign. When the
combined queue results are totaled for a skill-based campaign, you could have more
FTEs forecasted than there are staffing forecasted. The forecasted FTE should match the
FTEs Forecasted from the Pulse section.
 Staffing forecasted: Number of employees scheduled to handle volume. For each
queue, this is the number of employees scheduled for activity who have the appropriate
skill assigned. For the combined queue, this is the total number of employees scheduled
for activities. This value should match the Staffing Forecasted as displayed in the Pulse
section.
 Staffing Forecasted: Number of staff scheduled from the Pulse section.

 Net Staffing Forecasted: Number of staff scheduled less the number of staff
required. This is the same net staffing calculation used by the suite (staff
scheduled - staff required).
NOTE The staff required calculation is based on the ratio of Staffing Forecasted to Forecasted FTE
(Staffing Forecasted / Forecasted FTE). Then, the ration is multiplied times the Required FTE.

Chapter 2 - Framework Reports Planned Activity Cost (Unburdened)
 Staffing Actual: Actual staff number from the Pulse section.
NOTE The actual staff depends on how the staffing value is being collected. It is either the number
provided by the ACD integration, or the number calculated by the Staffing Calculator
adapter. This value should match the Staffing Actual as displayed in the Pulse section.
 Net Staffing (Forecasted - Actual): Number of staff scheduled less the number
of actual staff. This is not the same net staffing calculation used by the suite (staff
scheduled - staff required).
 Actual Service Level: Actual service level from the Pulse section.
 Forecasted Service Level: Forecasted service level from the Pulse section.
Related topics
Daily Forecast Assessment, page 128
Planned Activity Cost (Unburdened)

This report computes a non-overtime hourly employee cost per scheduled activity and
over the specified time window.
Cost is only computed for the portion of scheduled activities that actually intersects the
specified time window. This is different from other reports that may count all activities
that start within the specified time window.

Schedulers can view this report to see how much time is scheduled to be in each activity
over the selected period of time, and how that time is allocated among the employees.
They can also see the cost implications of scheduling each activity. For instance, a
scheduler can run the report for a month to see how much time certain employees are
scheduled in meetings, and the cost for those meetings (based on employee wages).

Inputs

campaign day.

schedules.
Outputs


 Wage: Hourly wage.
 <activity> Total: The totals for that activity of the Paid Time, Unpaid Time, Total
Time, and Estimated Cost.
 Organization Total: The totals for that organization of the Paid Time, Unpaid
Time, Total Time, and Estimated Cost.

Chapter 2 - Framework Reports Planned Media Cost (Unburdened)
 Combined Total: The totals for all organizations being reported on of the Paid
Time, Unpaid Time, Total Time, and Estimated Cost.
Planned Media Cost (Unburdened)

If you are using multi-media, this report provides information about which employees
worked which media, how much of their time was paid work versus unpaid work, and
the estimated cost for the media per employee.
Schedulers or managers can view this report to see how much time is scheduled for
handling of each media type over the selected period of time, and how that time is
allocated among the employees. They can also see the cost of serving each media type
(based on employee wages).

Inputs

Chapter 2 - Framework Reports Planned Staffing Numbers By Interval

schedules.
Outputs

 Employee Name: Employee being reported on.
 Employee ID: ID of the employee being reported on.

 Wage: Hourly wage.
 <activity> Total: The totals for that activity of the Paid Time, Unpaid Time, Total
Time, and Estimated Cost.
Planned Staffing Numbers By Interval

This report returns detailed, interval-by-interval planned staffing data by organization.
For this report, intervals are 30 minutes.
A row is not returned for an interval if that interval has no data.

Schedulers can use this report to review the number of agents scheduled in different
periods of the day, and to identify periods in which non-contact activities, such as
calendar events, time off and unavailability, have an impact on staffing levels.

Inputs

schedules.
Outputs
 Organization: The name of the organization on which you are reporting.

 Date: The date/time of the interval.
 Total: The total number of full agents that have scheduled activities during the
interval. This means that if there are two agents whose schedules intersect the
interval by only 15 minutes each, they would be combined to equal one agent.
 # On Contact: The number of agents that are in activities that are considered
Contact Time. Time is considered contact time if the scheduled activity is linked to a
media.
 # Not On Contact: The number of scheduled employees not working on activities
associated with a media such as phone, email, etc.
 # Working: The number of agents that are in activities that are considered Work
Time. See Is Work on page 45.
 # Not Working: The number of scheduled employees not working on primary
activities such as phone.
 # Paid: The number of agents that are in activities that are considered Work Time.
See Is Paid on page 45.
 # Unpaid: The number of scheduled employees assigned to activities which are not
paid.
 # In Calendar Events: The number of agents in activities that were created as
Calendar events (for example, using Calendar:New and selecting Calendar
Event, Recurring Event, Floating Event, or Class).
 # Taking Time Off: The number of agents in activities that were created as
Timeoff events (for example, using Calendar:New:Time off event).
 # Unavailable: The number of agents in activities that were created as Unavailable
events (for example, Calendar>New>Unavailability).

Chapter 2 - Framework Reports Planned Time Assessment
Planned Time Assessment

This report does a daily aggregation of scheduled activity properties per organization,
for each workday specified in the time frame input and for all organizations that have
employees in the specified employee filter.
This report is similar to the Daily Planned Time Assessment by Employee report but
is per organization instead of per employee.
NOTE If the employee filter does not include all employees in the organization, the aggregation will
be incomplete.

Schedulers can view this report to see quickly for the group how many employees are
scheduled each day, and how much work (on media) versus non-work and paid versus
unpaid time is scheduled, as well as the total cost of the schedules. It may be
particularly useful to review how much work time versus non-work time is scheduled to
understand planned utilization for the group.

Inputs
 Employee Filter: Lists the organization on which to report.
 Schedule Period (reports that are by day and in organization time zone):
want to report on the workdays 1/10/04 through 1/15/04. The workday
named 1/10/04 is actually 1/10/04 8:00 a.m. through 1/11/04 8:00 a.m. (in the
organization's time zone). It will map differently in GMT. Now let’s also
time zones and day/week boundaries. You are requesting data on 1/10/04
Org A: 1/10/04 3:00 a.m. - 1/11/04 3:00 a.m., 1/11/04 3:00 a.m. - 1/12/04
3:00 a.m....
Org B: 1/10/04 8:00 a.m. - 1/11/04 8:00 a.m., 1/11/04 8:00 a.m. - 1/12/04
8:00 a.m....
- Use Published Schedules: Indicates whether to use published or unpublished
schedules.
Outputs
 Organization: The organization being aggregated.

 Work Day: The workday being aggregated.
 Scheduled Staff: The number of agents scheduled to work on that day.
 Work Time (Hours): The total work time for workday. See Is Work on page 45.

 Contact Time (Hours): Time is considered contact time if the scheduled activity is
linked to a media.
 Paid Time (Hours): Total Paid time for workday. See Is Paid on page 45.
 Total Time (Hours)
 Cost: The value of Paid Time multiplied by the employee's hourly wage.
 Overtime: The number of overtime hours, excluding overtime gaps.
 Voluntary Time Off: The number of voluntary time off hours.
 Organization Total: The totals for that organization of the Work Time, Contact
Time, Paid Time, and Total Time.
 Combined Total: The totals for all organizations being reported on of the Work
Time, Contact Time, Paid Time, and Total Time.
Related topics
Daily Planned Time Assessment by Employee, page 171

Chapter 2 - Framework Reports Weekly Planned Time Assessment by Employee
Weekly Planned Time Assessment by Employee

This report is similar to the Daily Planned Time Assessment by Employee report,
except that the aggregation is by work week instead of workday.
NOTE All work weeks that start within the Time Frame input boundaries are aggregated in full.
Schedulers can view this report to see how much time employees are scheduled each
week. This can be particularly useful in identifying if some employees must be paid
overtime (if overtime is determined by weekly hours), or if hours were distributed fairly
(if that is a concern). It also provides a quick view of how much scheduled time is paid
versus unpaid, and work (on media) versus non-work. The uses for this report are
similar to those of the Daily Planned Time Assessment report.

Chapter 2 - Framework Reports Weekly Planned Time Assessment by Employee

Related topics
Daily Planned Time Assessment by Employee, page 171

Chapter 2 - Framework Reports Time Banking Reports
Time Banking Reports

This topic deals with time banking, also sometimes referred to as annualized hours.
Time banking is used by organizations with large seasonal variations in contact volumes.
During peak periods, employees work additional hours and "bank" the additional time
worked. During non-peak periods, employees work fewer hours and draw on the
"banked" time. The banking of hours ensures that employees work the intended balance
of hours over the course of a some predetermined period, such as a year.
NOTE To access this report you must be licensed for the Time Banking feature.
Topics
 Weekly Time Bank Balances By Employee, page 202
Weekly Time Bank Balances By Employee

This report provides you with time bank balances for employees.
 Balances are grouped by base period. A base period generally corresponds to the
work week for the organization.
 Each base period is grouped by the time banks for the organization. The report is
intended to provide time bank balances for employees. Use this report to see
employees’ time bank balances for any date range.
 An employee summary is included at the end of the report which aggregates report
data by employee.

Chapter 2 - Framework Reports Weekly Time Bank Balances By Employee


This report can be run by the following roles: Retail Regional Manager and Scheduler.
Inputs
The parameters for this report are the same as the Weekly Planned Time
Assessment by Employee report.
NOTE The report locates all time banks for the employee that intersect the date range you select for
the Schedule Period parameter.
For example, assume the report date range is 1/1/2012 through 6/30/2012, and an employee’s
time bank assignments are:
Time Bank A (3/1/11 - 2/28/12)
 Time Bank B (3/1/12 - 2/28/13)
The report will include both Time Bank A and Time Bank B. If you select a schedule period for
the Schedule Period parameter (the third radio button option), it will only be used for choosing
the date range.
The Schedule Period will only be used for choosing the date range. The schedule period does not
filter employees or function in any other way. The output will span the start of any time bank
that intersects the time frame, to the end of the last Base Period that does not start after the
end date of the time frame.
Outputs
 Organization: The time bank's organization name. Note that time bank’s
organization does not necessarily correspond to be the employee’s organization.
 Time Bank: The name of a time bank to which the employee is assigned for the
report date range.
 Base Period: The start and end date of the base period, for example, a work week,
within the report's date range.

IMPORTANT To ensure balances are as accurate as possible, the report includes all balances from the start of
the time bank up to the end of the last base period within the end date specified.
For example, assume an employee is in a time bank starting on 1/1/12 and ending on 12/31/
12. You run a report using a date range from 3/1/12 12:00 AM to 4/1/12 11:59 PM. In this
scenario, the report includes all base periods from 1/1/12 (the start of the time bank) to 4/1/11
(the end of the last base period within the report date range).
If there exists a base period from 3/31/12 to 4/6/12, then it will be included in the report
because it starts within the date range.
However, a base period that starts on 4/2/12 will not be included in the report.
Note the following with respect to base period:

 Base period is equivalent to the base period in Forecasting and Scheduling.
 If the start date of the Base Period precedes the start date for the Time Bank,
the first Base Period will be the Time Bank’s start date.
 Each week within the Time Bank's period starts on the day boundary for the
organization.
 If the end date for the Time Bank precedes the end date for the Base Period, the
last Base Period will use the time bank's end date. All data in the remaining
columns spans only the Base Period you select here.
 Employee Name: Employee's full name.
 Paid (Hours): Scheduled hours for the employee in the base period.
NOTE  Overtime (OT) does not count as paid time (as in Forecasting and Scheduling).
 Paid time includes only time within a shift assignment.
 Paid time includes voluntary time off (VTO) and paid vacations.
 Adjusted (Hours): Any schedule adjustments for the employee within the base
period.
 Paid + Adjusted (Hours): Sum of paid and adjustment hours.
 Target (Hours): Number of hours the employee is required to work within the
base period. The target figure is the same Target Hours shown in Forecasting and
Scheduling for the base period.
 Balance (Hours): Total Paid + Adjustments (Hours) less Target hours.
 Balance (%): Ratio of Balance hours to Target hours, expressed as a percentage.
Related topics
Weekly Planned Time Assessment by Employee, page 200

Chapter 2 - Framework Reports Time Off Reports
Time Off Reports

The reports under this topic deal with employees’ time off and time-off requests.
Topics
 Absence Hours and Absence Shrinkage for Employee by Time, page 206
 Absence Hours and Absence Shrinkage for Employee Filter by Employee, page 209
 Absence Hours and Absence Shrinkage for Employee Filter by Organization,
page 211
 Absence Hours and Absence Shrinkage for Employee Filter by Time, page 212
 Absence Numbers for Employee by Time, page 215
 Absence Numbers for Employee Filter by Employee, page 216
 Absence Numbers for Employee Filter by Organization, page 218
 Absence Numbers for Employee Filter by Time, page 219
 Time Off Allocations by Time, page 221
 Time Off Requests for Employee by Time, page 223
 Time Off Requests for Employee Filter by Organization, page 225
 Time Off Requests for Employee Filter by Time, page 227
 Time Off Summary for Employee, page 228
 Time Off Summary for Employee Filter, page 232
 Time Off Waitlisted Requests for Employee Filter, page 235
 Time Off Withdrawn Requests for Employee Filter, page 238
 Vacation Hours, page 240
Absence Hours and Absence Shrinkage for Employee by

Time
This report provides absence hours for different scheduled (not necessarily actual) time
off activities.
Absence is the time when an agent is absent during scheduled work. This report also
includes total absence shrinkage due to time off. Absence shrinkage is the percentage of
absent hours out of scheduled hours.

Chapter 2 - Framework Reports Absence Hours and Absence Shrinkage for Employee by Time

Inputs
 Employee: Which employee should be reported on.
 Time Off Activity: Which time off activity should be reported on. (Select All Time
Off for all activities.)
 Group By: Which time resolution should appear in the report for grouping. Select
Day, Week, Month or Year.
 Time Frame:

Chapter 2 - Framework Reports Absence Hours and Absence Shrinkage for Employee by Time
 Published: Which activities should be reported on: published or unpublished
activities (that is, activities that are part of a published or unpublished schedule).
Outputs
 Activity Name: The time off activity that is reported on.

 Absence Hours (Hours): The amount of time the agent was absent during a
certain time resolution.
 Employee Name: The employee’s whose activities are being reported.

 Source: Published Schedules if the Published input parameter check box was
checked. Unpublished Schedules if it was unchecked.
 Date according to the time resolution grouping.
 Total Absence: The amount of time the agent was absent for the reported activity,
for each time resolution group.
 Paid Hours Scheduled: The amount of paid hours scheduled for the reported
activity, for each time resolution group.
 Absence Shrinkage (%): The percentage of absence hours out of paid hours, for
each time resolution group. It is the ratio between Total Absence and Paid Hours
Scheduled.
In the Summary section:
 Total Absence: A summation of Total Absence for all time resolution groups.
 Total Paid Hours Scheduled: A summation of Paid Hours Scheduled for all time
resolution groups.
 Absence Shrinkage: The percentage of absence hours out of paid hours, for each
time resolution group. It is the ratio between Total Absence (the second, summary
one) and Total Paid Hours Scheduled.

Chapter 2 - Framework Reports Absence Hours and Absence Shrinkage for Employee Filter by Employee
Absence Hours and Absence Shrinkage for Employee

Filter by Employee
This report provides absence hours for different scheduled time off activities, published
or unpublished.
Absence is the time when an agent is absent during scheduled work. This report also
includes total absence shrinkage due to time off. Results are accumulated for all filtered
employees.


Chapter 2 - Framework Reports Absence Hours and Absence Shrinkage for Employee Filter by Employee
Inputs
 Employee Filter: Which employees should be reported on.
 Time Frame:
activities (that is, activities which are part of a published or unpublished schedule).
Outputs

 Absence Hours (Hours): The amount of time the agent was absent during a
certain time resolution.
 Employee Filter: The filter for which the employees’ activities are being reported.
 Employee Name: The employee’s whose activities are being reported.
for each employee.
activity, for each employee.
each employee. It is the ratio between Total Absence and Paid Hours
Scheduled.
 Total Absence: A summation of Total Absence for all employees in the filter.
 Total Paid Hours Scheduled: A summation of Paid Hours Scheduled for all
employees in the filter.

Chapter 2 - Framework Reports Absence Hours and Absence Shrinkage for Employee Filter by Organization
 Absence Shrinkage: (%): The percentage of absence hours out of paid hours, for
all employees in the filter. It is the ratio between Total Absence (the second,
summary one) and Total Paid Hours Scheduled.

Filter by Organization
or unpublished.
Absence is the time when an agent is absent during scheduled work. Absence shrinkage
is the percentage of absent hours out of schedules hours. Results are accumulated for
all the filtered employees of the same organization, and then grouped for the filter.

Inputs
 Time Frame:

Chapter 2 - Framework Reports Absence Hours and Absence Shrinkage for Employee Filter by Time
Outputs

 Absence Hours (Hours): The amount of time all filtered agents belonging to the
organization were absent during a certain time resolution.
 Organization Name: The organization’s whose activities are being reported.
for all filtered employees belonging to the organization.
activity, for all filtered employees belonging to the organization.
all filtered employees belonging to the organization. It is the ratio between Total
Absence and Paid Hours Scheduled.
 Total Absence: A summation of Total Absence for all filtered employees.
filtered employees.
all filtered employees. It is the ratio between Total Absence (the second, summary

Filter by Time
or unpublished.
Absence is the time when an agent is absent during scheduled work. Absence shrinkage
is the percentage of absent hours out of schedules hours. Results are accumulated for
all filtered employees, by time resolution.


Inputs
 Time Frame:

activities (that is, activities that are part of a published or unpublished schedule).
Outputs
NOTE When the report has been run using the Last <x> days parameter, the
report header’s From field shows the value of that parameter, such as
From: Last 30 days. This is in contrast to previous releases, where the
From field showed a date.

 Absence Hours (Hours): The amount of time all filtered agents belonging to the
organization were absent during a certain time resolution.
NOTE In reports that show hours, minutes are shown as decimal portions of an
hour. For example, 2 hours 30 minutes would be shown as 2.5 hours.
activity, for each time resolution group.
each time resolution group. It is the ratio between Total Absence and Paid Hours
Scheduled.
 Total Absence: A summation of Total Absence for all filtered employees.
filtered employees.
all filtered employees. It is the ratio between Total Absence (the second, summary

Chapter 2 - Framework Reports Absence Numbers for Employee by Time
Absence Numbers for Employee by Time

This report provides the number of absence (time off) events for different scheduled
time off activities, published or unpublished. Events spanning multiple days are counted
separately for each day. No more than one event with the same activity is counted per
day.

Inputs
 Time Frame:

Chapter 2 - Framework Reports Absence Numbers for Employee Filter by Employee
Outputs
 Employee name by which the activities are grouped.

 The employee’s organization.
 The time-off (absence) activity.
 Grand Total: The amount of time off activities for which the agent was absent for
the reported activities.
Absence Numbers for Employee Filter by Employee


Chapter 2 - Framework Reports Absence Numbers for Employee Filter by Employee
day. Results are accumulated for all the employees in the filter.

Inputs
 Time Frame:
Outputs

Chapter 2 - Framework Reports Absence Numbers for Employee Filter by Organization
 Employee filter by which the activities are grouped.

 The activities being reported on.
 The number of time-off (absence) events per activity.
 Total Absence: The number of times the agent was absent for the reported
activity, for each employee.
 Grand Total: The total instances of the time-off activities for all the employees in
the filter group.
Absence Numbers for Employee Filter by Organization

day. Results are accumulated for all the filtered employees of the same organization,
and then grouped for the filter.

Inputs
 Time Frame:

Chapter 2 - Framework Reports Absence Numbers for Employee Filter by Time
Outputs

 For the filtered employees, the organization name by which the activities are
grouped.
 The activity being reported on.
 The number of time-off events per activity.
for all filtered employees belonging to the organization.
 Grand Total: The amount of time off activities for all filtered employees.
Absence Numbers for Employee Filter by Time


Chapter 2 - Framework Reports Absence Numbers for Employee Filter by Time
day. Results are accumulated for all filtered employees, by time resolution.

Inputs
 Time Frame:

Chapter 2 - Framework Reports Time Off Allocations by Time

Outputs

 The time-off activity being reported.
 The number of time-off events for that activity.
 Grand Total: The amount of time off activities for all the employees in the filter
that were absent for the reported activity.
Time Off Allocations by Time

This report provides the number of time-off hours allotted, scheduled, and remaining,
for each time-off pool and time period.


Chapter 2 - Framework Reports Time Off Allocations by Time
Inputs
 Time Off Pool: Which time-off pools should be reported on.
 Time Frame:
Outputs
 The time-off pool that is reported on.
 The allocations defined for this organization if the reported organization is also the
organization on which the time off activities were allocated. Otherwise, if the
reported organization is not also the organization on which the time off activities
were allocated, the allocations defined for all the root organizations.
 Period: The period being reported on.
 Allocated (Hours): The amount of time off that was allocated for all the agents in
the time-off pool, for each time resolution group.
 Scheduled (Hours): The amount of time off that was scheduled for all the agents
in the time-off pool, for each time resolution group.
 Remaining (Hours): The amount of time off that was allocated but not scheduled
for all the agents in the time-off pool, for each time resolution group.
 Total: Summation for Allocated, Scheduled, and Remaining for the time-off
pool for all periods.

Chapter 2 - Framework Reports Time Off Requests for Employee by Time
Time Off Requests for Employee by Time

This report provides the number of time-off requests by status for different time periods
for an employee.

Inputs

Chapter 2 - Framework Reports Time Off Requests for Employee by Time
 Time Frame:
 Time Zone: In which time zone the results should appear.
Outputs

 Pending: The amount of time off requests waiting for approval.
 Approved: The amount of time off requests that were approved.
 Denied: The amount of time off requests that were denied.
 Tent. Approved: The amount of time off requests that were tentatively approved.
 Escalated: The amount of time off requests that were escalated.
 Total: The amount of time off requests in all statuses. Summation of Pending,
Approved, Denied, Tent.Approved, Escalated.
 The time-off request type, such as Personal Day, Vacation, or Sick.
 Daily/Weekly/Monthly/Yearly Totals: Summation of Pending, Approved,
Denied, Tent.Approved, Escalated for all activities according to the time
resolution grouping.
 Total Requests: Summation of Pending, Approved, Denied, Tent. Approved,
and Escalated for all activities for all the time periods.

Chapter 2 - Framework Reports Time Off Requests for Employee Filter by Organization
Time Off Requests for Employee Filter by Organization

This report provides the number of timeoff requests by status for different time off
activities. Results are accumulated for all the filtered employees of the same
organization, and then grouped for the filter.

Inputs
 Time Frame:
 Time Zone: In which time zone the results should be displayed.
Outputs

 Organization name by which the activities are grouped.
 Activity Name: The time-off activity that is reported on.
 Pending: The amount of time-off requests waiting for approval.
 Approved: The amount of time-off requests that were approved.

Chapter 2 - Framework Reports Time Off Requests for Employee Filter by Organization
 Denied: The amount of time-off requests that were denied.

 Tent.Approved: The amount of time-off requests that were tentatively approved.
 Escalated: The amount of time off requests that were escalated.
 Total: The amount of time-off requests in all statuses. Summation of Pending,
Approved, Denied, Tent.Approved, Escalated.
 Total Requests: Summation of Pending, Approved, Denied, Tent.Approved,
Escalated for all activities for all the filtered employees in the organization.
 Total Requests: Summation of Pending, Approved, Denied, Tent.Approved,
Escalated for all activities for all the filtered employees.

Chapter 2 - Framework Reports Time Off Requests for Employee Filter by Time
Time Off Requests for Employee Filter by Time

This report provides the number of time-off requests by status for different time-off
activities. Results are accumulated for all filtered employees, by time resolution.

Inputs
 Time Off Activity: Which time-off activity should be reported on. (Select All Time

Chapter 2 - Framework Reports Time Off Summary for Employee
 Time Frame:
Outputs

 Activity Name: The time-off activity that is reported on.
 Pending: The amount of time-off requests waiting for approval.
 Approved: The amount of time-off requests that were approved.
 Denied: The amount of time-off requests that were denied.
 Tent. Approved: The amount of time-off requests that were tentatively approved.
 Escalated: The amount of time-off requests that were escalated.
 Total: The amount of time-off requests in all statuses. Summation of Pending,
Approved, Denied, Tent. Approved, and Escalated.
 Daily/Weekly/Monthly/Yearly Totals: Summation of Pending, Approved,
Denied, Tent. Approved, and Escalated for all activities according to the time
resolution grouping.
 Total Requests: Summation of Pending, Approved, Denied, Tent. Approved,
and Escalated for all activities for all the filtered employees.
Time Off Summary for Employee

This report provides information on allotted, used, scheduled, and remaining time-off
hours for a given year for a specific employee. The years reported are one or more years
overlapping the selected time period.
A time-off year is either based on the employee's anniversary date (hire date), or a fixed
date for the organization, depending on the organization's Time Off Year setting (from
the Settings page of the Request Management section of the Organization
Management module). The employee's current organization is used to determine the

time off year. If the employee has been terminated, the last organization to which the
employee was assigned is used to determine the time-off year.
The results are presented for different time off activities. Time off requests are
presented for the selected time period. This report consists of three tables.


Inputs
 Time Frame:
Outputs


 Start Date: The start time that is reported on.
 End Date: The end time that is reported on.
 Time Off Activity: The time off activity that is reported on.
If your license includes the optional Time-Off Accrual feature (and providing that
Report Dump has run), the Time Off Activity column’s entries will be expanded to
show the accrual category hierarchy.
 Allotted (Hours): The amount of time off allocated for each activity.
NOTE In reports that show hours, minutes are shown as decimal portions of an hour. For
example, 2 hours 30 minutes would be shown as 2.5 hours.
If your license includes the optional Time-Off Accrual feature (and providing that Report
Dump has run), an additional column, Carryover (Hours), is shown. This column
shows the balance of hours carried over from the previous year.
 Used (Hours): The amount of time off that was used by the agent (the amount of
time the agent was absent) for each activity.
 Scheduled (Hours): The amount of time off scheduled for the agent, for each
activity.
 Remaining (Hours): The amount of time off that was scheduled for the agent, but
not used, for each activity.
NOTE If your license includes the optional Time-Off Accrual feature, the Allotted (Hours),
Carryover (Hours), and Remaining (Hours) columns’ data only appear for the accrual
category rows, and the rows for activities whose category is set to not use accrual.
 Time Off Activities: (A column in the Time Off Activities sub report.) The name
of the reported time off activity for the agent.
 From: (A column in the Time Off Activities sub report.) The start date of the
reported time off activity for the agent.
 To: (A column in the Time Off Activities sub report.) The start date of the
reported time off activity for the agent.
 Length (HH:MM): (A column in the Time Off Activities subreport.) The length of
the reported time off activity for the agent.
 Total Time Off =: (A column in the Time Off Activities subreport.) The amount of
time off for the agent.
 Time Off Requests: (A column in the Time Off Requests subreport.) The name
of the requested time off activity for the agent.
 From: (A column in the Time Off Requests subreport.) The start date of the
requested time off activity for the agent.
 To: (A column in the Time Off Requests subreport.) The end date of the
requested time off activity for the agent.

Chapter 2 - Framework Reports Time Off Summary for Employee Filter
 Status: (A column in the Time Off Requests subreport.) The status of the
requested time off activity for the agent (One of the following values: Pending,
Approved, Denied, Escalated, Negotiation, Tentative, Invalid, Withdrawn).
 Total Requests =: (A column in the Time Off Requests subreport.) The amount
of time off requests for the agent.
Time Off Summary for Employee Filter

This report provides information on the allotted, used, scheduled, and remaining time-
off hours for a given year.
The years reported are one or more years overlapping the selected time period,
according to the following logic:
A time-off year is either based on the employee's anniversary date (hire date), or a fixed
date for the organization, depending on the organization's Time Off Year setting (from
the Settings page of the Request Management section of the Organization
Management module). The employee's current organization is used to determine the
time off year. If the employee has been terminated, the last organization to which the
employee was assigned is used to determine the time-off year.
The results are grouped by the employee filter, and then grouped by the organization.
The values of the time off hours are accumulated for each agent, for each time off
activity, for each time off year.



Inputs
 Time Frame:
Outputs

 Start Date: The start time that is reported on.
 End Date: The end time that is reported on.
 Time Off Activity: The time off activity that is reported on.
If your license includes the optional Time-Off Accrual feature (and providing that
Report Dump has run), the Time Off Activity column’s entries will be expanded to
show the accrual category hierarchy.
 Allotted (Hours): The amount of time off allocated for each activity.
NOTE In reports that show hours, minutes are shown as decimal portions of an hour. For
example, 2 hours 30 minutes would be shown as 2.5 hours.
If your license includes the optional Time-Off Accrual feature (and providing that Report
Dump has run), an additional column, Carryover (Hours), is shown. This column
shows the balance of hours carried over from the previous year.
 Used (Hours): The amount of time off that was used by the agent (the amount of
time the agent was absent) for each activity.
 Scheduled (Hours): The amount of time off scheduled for the agent, for each
activity.
 Remaining (Hours): The amount of time off that was scheduled for the agent, but
not used, for each activity.
NOTE If your license includes the optional Time-Off Accrual feature, the columns shown are Total,
Starting Balance, and Remaining (Hours).

Chapter 2 - Framework Reports Time Off Waitlisted Requests for Employee Filter
Time Off Waitlisted Requests for Employee Filter

This report shows the time off waitlisted requests. Data can be grouped either by
employee or organization.
Grouped by Employee:

Grouped by Organization:

This report can be run by the following roles: Scheduler, Manager and Retail Regional
Manager.
Inputs
 Group By: Which property should appear in the report for grouping. Select
Employee or Organization.
 Time Frame:

Output
The report output includes 2 parts:

 the main data table
The main data table contains data grouped according to the setting of the Group
By parameter (Employee or Organization), and displays the following fields:
- Activity Name: The activity for which the request was filed. This is a secondary
grouping and is sorted according to the alphabetized values of all activities for
the primary grouping (Employee or Organization)
- Waitlisted Date: The date when the request was added to the waitlist
- Start Time: The start of the waitlisted time off request choice
- End Time: The end of the waitlisted time off request choice
- Expiry Date: The date after which request will be removed from the waitlist
- Date Approved: If approved, the date when the request was approved
- Date Denied: If denied, the date on which the request was denied
- Status: The status of the request: approved, denied, or waitlist
 a summary table
The summary table contains the following fields:
- % Waitlisted: The number of requests in the report with a current status of
Waitlist, divided by the number of requests in the report.
- % Approved: The number of requests in the report with a current status of
Approved, divided by the number of requests in the report.
- % Denied: The number of requests in the report with a current status of
Denied, divided by the number of requests in the report.
- Average Time to Final Action: This is the average amount of time between
the requests being approved/denied, and the start date of the request
([Total(time between request start and time of final action of each approved/
denied request)]/(Total number of approved/denied requests))
- Average Time on Waitlist: This is the average amount of time the requests
have been on the waitlist ([Total(time lapsed since request creation (addition to
waitlist) of each waitlisted request)]/(Total number of waitlisted requests))

Chapter 2 - Framework Reports Time Off Withdrawn Requests for Employee Filter
Time Off Withdrawn Requests for Employee Filter

This report shows the time off withdrawal requests (approved requests set up for
withdrawal). Data can be grouped by employee or by organization.
Grouped by Employee:

Chapter 2 - Framework Reports Time Off Withdrawn Requests for Employee Filter
Inputs
Employee or Organization.
 Time Frame:
Output

Chapter 2 - Framework Reports Vacation Hours
The report output includes two parts:

 the main data table
The main data table contains data grouped according to the setting of the Group
By parameter (Employee or Organization), and displays the following fields:
- Activity Name: The activity for which the request was filed
- Date Submitted: The date on which the request was created
- Start Time: The start of the waitlisted time off request choice
- End Time: The end of the waitlisted time off request choice
- Date Approved: The date when the request was approved
- Date Withdrawn: The date on which the request was submitted for withdrawal
- Status: The status of the request: withdraw-request, withdraw-accept,
withdraw-rejected
 a summary table
The summary table contains the following fields:
- % Withdrawn: The percentage of the approved requests with intent to
withdraw ([Withdrawn Approved requests/Total approved requests]*100)
- % Withdraw Accepted: The percentage of the withdraw requests that are
accepted ([Accepted Withdraw requests/Total Withdraw requests]*100)
- % Withdraw Rejected: The percentage of the withdraw requests that are
rejected ([Rejected Withdraw requests/Total Withdraw requests]*100)
- Average Time Before Start of Time Off that Withdraw Request is Made:
This is the average amount of time between the start of time off and when it was
submitted for withdrawal ([Total(time lapsed between request start and when
request was submitted for withdrawal)]/(Total withdrawal requests))
Vacation Hours
This report returns time-off activity details for the group of employees selected by the
filter.
It is in contrast to the report Time Off Summary for Employee,


Inputs
 Time Frame:
Outputs

 Day of the week on which the activity falls.
 Date on which the activity falls.
 Start Time: Start time of the activity.
 End Time: End time of the activity.
 Event Name: The name of the event being reported as vacation.
 Total Hours: The total number of hours being reported as vacation.
 Paid Hours: The total number of hours reported as vacation that were paid.
 Total Vacation Hours: The totals for both Total Hours and Paid Hours.
Related topics
Time Off Summary for Employee, page 228

Chapter 2 - Framework Reports Work Force Planning Reports
Work Force Planning Reports

These reports deal with the staffing profiles that are created when you run the
scheduling engine in Work Force Planning or Goal Seek mode.
Topics
 Daily Profile Requirements, page 243
 Profile Requirements, page 247
Daily Profile Requirements

This report returns a complete listing of all shifts scheduled for staffing profiles in some
campaign week grouped by day. Additionally, it lists the total number of staffing profiles,
the total amount of contact hours, paid hours, and the total cost of the staffing profiles
given their entered hourly wage.
The results can be additionally grouped by the organization of the staffing profiles, the
employee template of the staffing profiles, or the shifts worked by the staffing profiles.
This report allows managers and human resource managers to know how many
additional employees should be added or hired on each day of the week. This report also
provides the cost associated with hiring these employees.

Chapter 2 - Framework Reports Daily Profile Requirements

Grouped by Template:

Grouped by Shift:

Inputs
 Schedule Period: The campaign and time period that should be reported. The
report can run on a full campaign week or a subset of the days in a campaign week.
Organization, Template, or Shift.
Outputs
 Timezone: The time zone being used.
 Profile Name: The name of the staffing profile. Typically, the name will be the
name of the employee template and a number.
 Start Time: The time the staffing profile's shift begins.
 End Time: The time the staffing profile's shift ends.

Chapter 2 - Framework Reports Profile Requirements
 Contact Time (Hours): The amount of time during the shift that the staffing
profile is working on an activity associated with contacts such as incoming phone
calls.
 Paid Time (Hours): The amount of time during the shift where the staffing profile
is paid. Unpaid breaks are subtracted from the total time to compute this.
 Wage: The hourly wage for the staffing profile.
 Cost: The cost is equivalent to the paid time multiplied by the wage.
 Shift: The shift that was scheduled for the staffing profile.
 Organization: The organization where the staffing profile was defined.
 Template: The employee template from which the staffing profile was created.
 Number of Shifts: The total number of shifts scheduled per day and the total
number of shifts scheduled in the reporting period.
 Daily Totals: Totals for Contact Time (Hours), Paid Time (Hours), and Cost.
 Group Totals: Totals for all occurrences of the daily totals in the report.
 Number of Profiles to be Hired: The total number of staffing profiles in the
reporting period.
 Total Contact Hours Scheduled: The sum of the contact time.
 Total Paid Hours Scheduled: The sum of the paid time.
 Total Cost: The sum of the cost.
Profile Requirements
This report returns a complete listing of all shifts scheduled for staffing profiles in a
campaign week. Additionally, it lists the total number of staffing profiles, the total
amount of contact hours, paid hours, and the total cost of the staffing profiles given
their entered hourly wage.
The results can be grouped by the organization of the staffing profiles, the employee
template of the staffing profiles, or the shifts worked by the staffing profiles.


This report allows managers and human resource managers to know how many
additional employees should be added or hired and what weekly schedules each of these
new employees should work. This report also provides the cost associated with hiring
these employees.

Inputs
 Schedule Period: The campaign and time period that should be reported. The
report can run on a full campaign week or a subset of the days in a campaign week.
Organization or Template.
Outputs
 Campaign Week: The Campaign Week that is reported on.
 Profile Name: The name of the staffing profile. Typically the name will be the
name of the employee template and a number.
 Date: The date being reported.
 Start Time: The time the staffing profile's shift begins.
 End Time: The time the staffing profile's shift ends.
 Contact Time (Hours): The amount of time during the shift that the staffing
profile is working on an activity associated with contacts such as incoming phone
calls.
 Paid Time (Hours): The amount of time during the shift where the staffing profile
is paid. Unpaid breaks are subtracted from the total time to compute this.
 Wage: The hourly wage for the staffing profile.
 Cost: The cost is equivalent to the paid time multiplied by the wage.
 Shift: The shift that was scheduled for the staffing profile.
 Organization: The organization where the staffing profile was defined.
 Template: The employee template from which the staffing profile was created.


 Number of Profiles to be Hired: The total number of the reporting period.
 Total Contact Hours Scheduled: The sum of the contact time.
 Total Paid Hours Scheduled: The sum of the paid time.
 Total Cost: The sum of the cost.

Chapter 2 - Framework Reports Other Reports
Other Reports
These framework reports are covered in other guides.
Desktop Activity Management Reports

Please refer to the Desktop and Process Analytics (DPA) User Guide for more
information on this report.
Related information
Desktop and Process Analytics (DPA) User Guide
Learning Competency Reports

Please refer to the eLearning Administration Guide for more information on this report.
Related information
eLearning Administration Guide
Learning Lesson Reports

Please refer to the eLearning Administration Guide for more information on this report.
Related information
eLearning Administration Guide

Chapter 2 - Framework Reports Obsolete Reports
Obsolete Reports
This special report topic is used for existing instances of reports that now differ from the
current version of those reports.
Such differences can be caused if upgrades to your system involved a change to the
report's parameter set or if the report's record selection formulas have changed. The
obsolete versions of these reports are moved to the OBSOLETE REPORTS classification
instead of being completely overwritten and thus lost.
NOTE You can only view the instances of reports in the OBSOLETE REPORTS
classification; they cannot be executed again.

Chapter 3
Framework Reports
Parameters
There are a number of standard parameters used to filter Reports.
Topics
 Select activities, page 254
 Select organizations, page 254
 Select scheduling periods, page 256
 Select employees, page 258
 Select work queues, page 259
Chapter 3 - Framework Reports Parameters Select activities
Select activities
The Activity drop-down list allows you to select one or more activities. It is found on
certain reports, such as the Time Off report Absence Hours and Absence Shrinkage
for Employee by Time.
Use the Ctrl key to select non-contiguous items, or the Shift key to select a contiguous
range of items.
Select organizations
You select one or more organizations using the Organization field. It is found on certain
reports such as Organization Activity Summary and Organization KPIs and Objectives.
When you click the selector icon, it opens the Organization Selector window.
Use the buttons at the bottom of the window to select all the organizations, clear your
selections, and so on. You can also click individual check boxes and then click Set to
apply your selection.
Your choices are then displayed to the left of the Organization Selector button in a
scrollable box.

Chapter 3 - Framework Reports Parameters Organization selector
Organization selector
Use this window to select one or more organization(s).
Procedure
1 Select the organization(s) by clicking on the control beside the Organization name.
2 Click Set.

Chapter 3 - Framework Reports Parameters Select scheduling periods
Select scheduling periods

Campaigns and scheduling periods are selected using the Scheduling Period field.
It is mainly used in the Shift Bidding reports (see page 155), and is shown in the
following illustration.
When you click the icon to the right of the empty field, it opens a selector window:
Procedure
1 Select the campaign using the drop-down menu. All campaigns to which you have
access are displayed when you click the drop-down button.
2 Click Set.
3 Select the scheduling period using the drop-down menu. All scheduled periods are
shown.
4 Click Set to return to the Parameters page.

Chapter 3 - Framework Reports Parameters Viewing other scheduling periods
Viewing other scheduling periods

Procedure
1 Click View other schedule period... to open a date selector window.
2 Use the date selector to find the scheduling period you want.
3 Click Save to return to the Schedule Selector window.
4 Click Set to return to the Parameters page.

Chapter 3 - Framework Reports Parameters Select employees
Select employees
The Employee selector allows you to search for employees based on their name. The
window contains two fields, First Name and Last Name.
The Employee selector displays an icon to the right of the Employee field. When you
click the icon, it opens the Employee Selector window.
Although you can type an employee's full first and last name here, this window is also
very useful for searches based on part of a name.
Searching for employees

Procedure
1 Type in the full or partial name of the employee in either the First Name or Last
Name field. For example, you can type the letter A in the First Name field to
display a list of all employees whose first name begins with A.
2 Use the Next button to view the results of your search.
3 Use the Clear button to clear the contents of the First Name and Last Name
fields.
4 Use the Cancel button to return to the report's parameters window.
Viewing employee search results

Procedure
 Use the Prev button to view the search window.
 Use the Set button to use the selected employee in the report's parameters. (You
must select an employee and use the Set button even if only one employee name
was returned as a result.)
 Use the Clear button to clear the search contents and return to the report's
parameters window.
 Use the Cancel button to return to the report's parameters window.

Chapter 3 - Framework Reports Parameters Select work queues
Select work queues

You select queues using the Work Queue selector, which contains a time-period selector,
a Campaign List drop-down menu, and a queue list for the selected campaign.
When you click the Work Queue selector, which is displayed as an icon to the right of
the Queue field, the Work Queue Selector window opens.
Procedure
1 Select a time range to get the campaign list. This step is optional; selecting an open
time range returns all the campaign queue assignments.
2 Select the campaign in the Campaign List drop-down menu. When you select No
Campaign, it returns all the queues in the system.
3 Select the required work queue(s). (You can select multiple work queues within the
same campaign using the Ctrl key.)
4 Click Set.
To cancel without changing the selections, click Cancel.

Chapter 3 - Framework Reports Parameters Set report parameters
Set report parameters

Use the Parameters page to set the parameters for and create a new report.
NOTE Some fields might not be available depending on the report’s parameters.
The right side of this page consists of three sections:

 The first section displays the parameters associated with the report you have
selected on the left side of the page. These parameters vary from report to report.
 The second section allows you to specify a schedule for the report. This container is
the same for all reports.
 The third section allows you to specify who can view the report and/or to whom the
report should be emailed. The view list allows you to select from existing employees
who you want to be able to view this report online. The available list contains only
those employees who have been previously granted report viewing privileges.
The distribution list allows you to specify email addresses to whom the reports
should be sent. You can send these reports to any valid email address.
NOTE Before using the email address field, ensure that the report server has
been configured to support email delivery of the reports.

Chapter 4
Interactions and Analytics

reports
The Reports list provides information on each Interactions and Analytics report, such as
the reports description, calculations and source data.
Topics
 Interactions and Analytics reports overview, page 262
 Activity Reports, page 264
 Analytics Driven Quality reports, page 275
 Calibration Reports, page 279
 Productivity Reports, page 282
 Quality Reports, page 290
 Recorded Contacts reports, page 321
 Speech Usage Reports, page 342
Chapter 4 - Interactions and Analytics reports Interactions and Analytics reports overview
Interactions and Analytics reports overview

The system provides a set of predefined Interactions and Analytics reports. The reports
are based on the information stored in the Data Warehouse that holds application data
from the entire enterprise.
The information is modeled in a way that provides flexibility in slicing the enterprise-
wide database information in different views for reporting purposes.
Data changes in reports

The system take between two to four hours to process new or updated data.
The table summarizes the time taken for updated data to be synchronized and available
for reports.
Type of Data Minimum Processing Time for Sync
New contacts and new interactions 2 hr. 50 min. from the end of the
contact or interaction
New/updated Custom Data (CD) and 2 hr. 22 min.

Conditional Custom Data (CCD)
New/updated evaluations 2 hr. 20 min.
New/updated forms 2 hr. 20 min.
New/updated groups/organizations 2 hr. 22 min.
New/updated Speech categories 2 hr. 22 min.
New/updated users 2 hr. 22 min.
Customer Feedback evaluations up to 24 hours (imported from

Customer Feedback once a day)
Main changes from previous versions

This table lists the changes between reports of previous versions and the current
version, for systems upgrading to WFO V15.1 (or later).

Chapter 4 - Interactions and Analytics reports Main changes from previous versions
Item Previous versions Current version (or later)
Report re-run After running a report, opening the There is no access to the parameters tab
parameters window from the report from the report viewer. To re-run the
viewer displays the parameters that report with one or more different
were used in running the report. parameters, requires you to re-define all
To re-run the report with one or more the parameters.
different parameters, requires you to
change only those specifics
parameters and then re-run the
report.
Portal To set reports to display in the Portal All predefined reports can be displayed in
dashboard dashboard, they must be first the Portal dashboard. No need to
configured either from the Reports configure reports first.
application or from the Interactions
Home page with the Schedule to
Portal option.
Inbox The Reporting Framework Inbox The Reporting Framework does not
option is supported. Reports can be support Inbox.
scheduled to a specifics user’s Reports can be distributed to users using
Reporting Framework Inbox. emails.
Portal You can drill-down a report displayed You can drill-down in a report displayed in
dashboard in the dashboard, to a specific the portal dashboard, but you cannot set
drill-down employee/group/organization (if the drilled-down view as the dashboard
relevant). You can then set that default.
drilled-down view to be displayed in
the dashboard by default for that
report.
Reports Reports management according to Reports management according to

management categorization and favorites is categorization and favorites is not
supported. supported.

Chapter 4 - Interactions and Analytics reports Activity Reports
Activity Reports
Activity reports monitor the number of evaluations/assessments and flag usage within
the enterprise at the individual or group levels.
Related topics
Contact Flag Usage per Assessor, page 264
Evaluation Activity per Employee, page 267
Evaluation Activity per Evaluator, page 268
Evaluation Activity per Group, page 270
Evaluation Flag Usage per Assigning User, page 272
Contact Flag Usage per Assessor

The Contact Flag Usage per Assessor activity report shows flag usage by assessors
at the level of the contact. The report illustrates if assessors are over- or under-using
flags, and highlights issues that require immediate action.
The report displays in graphical or textual formats:
 Graphical bar chart
The report includes a chart for each flag (if there is more than one flag in the
results).
The X-axis shows the assessors included in the report. The Y-axis represents flag
usage for each assessor. The actual flag usage for each assessor is shown at the top
of the corresponding bar.

Chapter 4 - Interactions and Analytics reports Contact Flag Usage per Assessor
 Text format
The list shows assessors and their flag usage.

Chapter 4 - Interactions and Analytics reports Contact Flag Usage per Assessor
Input parameters
The selected input parameters determine the source data in this report.
In this report, the Date Range you select is according to the local time the contact is
flagged. That is, the time zone of the person who assigned the flag.
Calculation
For each assessor, the report:
1 Identifies all assessments submitted by the assessor.
2 Counts the number of times the selected flag is used in contacts associated with
these assessments.
Flagged contacts that have not been assessed, do not appear in the report.
Contacts whose flag was removed appear as flagged in the report, unless the flag was
removed from a contact within a few minutes after being assigned to it.
Related topics

Chapter 4 - Interactions and Analytics reports Evaluation Activity per Employee
Evaluation Activity per Employee

The Evaluation Activity per Employee activity report shows the number of
evaluations for each employee included in the report. The report illustrates if some
employees are being evaluated more or less often than others.
The X-axis shows the employees included in the report. The Y-axis represents the
number of evaluations performed for each employee. The actual number of
evaluations per employee is shown at the top of the corresponding bar.
 Text format
The list shows employees and number of evaluations performed on each employee.

Chapter 4 - Interactions and Analytics reports Evaluation Activity per Evaluator
Input parameters
Calculation
For each employee, the report sums up the evaluations performed on the employees.
Related topics
Evaluation Activity per Evaluator

The Evaluation Activity per Evaluator activity report shows the number of
evaluations for each evaluator included in the report. The report helps to identify if the
evaluation rate is consistent between evaluators, or if some evaluators are performing
more or fewer evaluations.

Chapter 4 - Interactions and Analytics reports Evaluation Activity per Evaluator
The X-axis shows the selected evaluators. The Y-axis represents the number of
evaluations. The actual number of evaluations per evaluator is shown at the top of
the corresponding bar.
 Text format
The list shows evaluators and number of evaluations performed by each evaluators.

Chapter 4 - Interactions and Analytics reports Evaluation Activity per Group
Input parameters
Calculation
For each evaluator, the report sums up the evaluations performed by the evaluator.
Related topics
Evaluation Activity per Group

The Evaluation Activity per Group activity report shows the number of evaluations
made for each organization/group included in the report. The report helps identify if the
evaluation rate is more or less consistent across groups/organizations.

Chapter 4 - Interactions and Analytics reports Evaluation Activity per Group
The X-axis shows the selected organizations/groups. The Y-axis represents the
number of evaluations. The actual number of evaluations per organization/group is
shown at the top of the corresponding bar.
 Text format
The list shows organizations/groups and number of evaluations performed by each
organizations/groups.

Chapter 4 - Interactions and Analytics reports Evaluation Flag Usage per Assigning User
Input parameters
Calculation
The report sums up the number of evaluations performed on all employees associated
with each organization/group.
Related topics
Evaluation Flag Usage per Assigning User

The Evaluation Flag Usage per Assigning User activity report shows how many
times users (evaluators and employees) assigned a specific evaluation flag. The report
illustrates if evaluators are over-using or under-using flags, and highlights issues that
require immediate action.
By default, if no users (evaluators or employees) are selected for this report, the report
only includes flags assigned by evaluators.


The report includes a chart for each flag (if there is more than one flag in the
results).
The X-axis shows the evaluators and employees included in the report. The Y-axis
represents flag usage for each evaluator/employee. The actual flag usage for each
evaluator/employee is shown at the top of the corresponding bar.
 Text format:
The list shows evaluators/employees and their flag usage.

Input parameters
In this report:
 The Date Range you select is according to the local time the evaluation is flagged.
That is, the time zone of the person who assigned the flag.
 The Evaluators list includes both evaluators and employees. Select from this list
the evaluators and employees for which you want to view their flag assignments.
These evaluators and employees are displayed in the report X-axis.
 The Employees field includes the employees on whom the evaluation was
performed. These employees are not displayed in the report X-axis, but rather their
evaluations are considered in the report calculations.
Calculation
The report sums up the number of times an evaluator/employee assigned an evaluation
flag.
Evaluations whose flag was removed appear as flagged in the report unless the flag was
removed from an evaluation within a few minutes after being assigned to it.
The report does not contain information on deleted flags.
The report includes self evaluations.
Related topics

Chapter 4 - Interactions and Analytics reports Analytics Driven Quality reports
Analytics Driven Quality reports

The ADQ reports track the key topics that affect your customers experience.
Related topics
Analytics Driven Quality per Employee, page 275
Analytics Driven Quality per Group, page 276
Analytics Driven Quality per Employee

The Analytics Driven Quality per Employee report displays the number of category
hits of interactions for each selected employee. The report displays the performance of
an employee relative to the other employees included in the report.
You can drill down in the report and view the list of all interactions that contribute to the
values in the report.
The categories are displayed in the reports in alphabetical order. In each category, the
employees are sorted according to their performance in descending order:
 The top 25 percent performers are displayed in one color
 The next 50 percent are displayed in another color
 The bottom 25 percent are displayed in a third color
The report displays in textual format.

Chapter 4 - Interactions and Analytics reports Analytics Driven Quality per Group
Input parameters
Calculation
The reports calculate the following for the defined time period:
 #Interactions: number of category hits for each employee included in the report.
 Total Sampled: number of interactions that were processed in Speech Analytics for
each employee included in the report.
 Performance: the category hits percentage for each employee.
For each employee:
number of category hits/total number of transcribed interactions.
 Percentile: the individual employee performance for each category, relative to the
other employees whose interactions fall within the same category. This value shows
for each category, where each employee stands compared to other employees.
 All Employees: the category average percentage of hits across the employees
 Reference Group: the category average percentage of hits for the reference
group.
Reference group number of category hits / group number of transcribed interactions
Related topics
Analytics Driven Quality per Group

The Analytics Driven Quality per Group report displays the number of category hits
of interactions for each selected organization/group. The report displays the
performance of an organization/group relative to the other organizations/groups
participating in the report.
The categories are displayed in the reports in alphabetical order. In each category, the
groups are sorted according to their performance in descending order:
 The top 25 percent performers are displayed in one color
 The next 50 percent are displayed in another color
 The bottom 25 percent are displayed in a third color

Input parameters
Calculation
The reports calculate the following for the defined time period:
 #Interactions: number of category hits for each organization/group included in
the report.
 Total Sampled: number of interactions that were processed in Speech Analytics for
each organization/group included in the report.
 Performance: the category hits percentage for each organization/group.
For each organization/group:
number of category hits/total number of transcribed interactions.
 Percentile: the individual organization/group performance for each category,
relative to the other organizations/groups whose interactions fall within the same
category. This value shows for each category, where each organization/group
stands compared to other organizations/groups.
 All Groups: the category average percentage of hits across the organizations/
groups included in the report.

 Reference Group: the category average percentage of hits for the reference
organization/group.
Reference group number of category hits/group number of transcribed interactions
Related topics

Chapter 4 - Interactions and Analytics reports Calibration Reports
Calibration Reports
These Calibration reports compare how different assessors in the organization assess
the same contacts. In addition, the reports indicate which sections, questions, and
categories the different assessors handled most differently.
Related topics
Calibration Report, page 279
Calibration Report by Question, page 280
Calibration Report
The Calibration Report shows for each Calibration assessment form, the average
score, and the score standard (STD) deviation for each relevant contact. For
presentation purposes, the report displays up to five contacts for each form. You can
identify which contacts need to be reviewed, by selecting contacts that appear in the
report with the highest score standard deviation.

Chapter 4 - Interactions and Analytics reports Calibration Report by Question
Input parameters
Calculation
The report calculates the average score and score standard deviation for each form, for
a particular contact. The report also calculates the total average score and score
standard deviation for each form.
The report indicates which contact has the highest score standard deviation for a
particular form.
If the value zero appears in one of the score columns, it implies one of the following:
 The score received in this assessment is zero. In this case, the assessment is
considered in the number of assessments, average score, and score standard
deviation calculations.
 This form was not filled at all for this contact. In this case, the assessment is not
considered in the number of assessments, average score, and score standard
deviation calculations.
Related topics
Calibration Report by Question

The Calibration Report by Question shows for each Calibration assessment form, a
summary of the individual assessment, including the average score, and score standard
(STD) deviation for each question, section and category. From the report results, you
can identify which sections/categories/questions in the assessments need to be
reviewed, by selecting the sections/categories/questions with the highest score
standard deviation.
Unlike other reports, this report is based only on the latest revisions of the forms
included in the report. Therefore, form changes that generate a new component ID or
form version, result in the report pulling only assessments that were performed after
the form changed.

Chapter 4 - Interactions and Analytics reports Calibration Report by Question
Input parameters
Calculation
The report calculates the average score and score standard deviation of a form, for each
of its questions, sections and categories.
The report indicates how many times (and the percentage) a particular answer was
given for each question when a contact was assessed.
The report ignores text questions, numeric range questions and text list questions (of
type List or Drop Down List with Text only).
Related topics

Chapter 4 - Interactions and Analytics reports Productivity Reports
Productivity Reports
Productivity reports assess productivity versus quality at the employee or organization/
group levels. The productivity metric selected from a predefined list, is compared to the
evaluation scores to derive the productivity factor.
In addition, by selecting the corresponding distribution option, you can also assess
productivity versus quality in the context of time intervals, time periods, Speech
Analytics categories, or conditional custom data.
Related topics
Employee Productivity vs. Quality, page 282
Group Productivity vs. Quality, page 286
Employee Productivity vs. Quality

The Employee Productivity vs. Quality productivity report shows the average
evaluation score (quality) versus the selected productivity metric (productivity), for the
employees included in the report.
You can select one the following predefined productivity metrics:
 Number of interactions per day
 Number of interactions per hour
 Average interaction duration
 Percentage talk time
 Graphical scatter chart
Scatter chart view displays by default (without distribution factors).
The X-axis represents the selected productivity factor. The Y-axis represents the
average evaluation scores. Each point on the scatter chart represents an employee.

Chapter 4 - Interactions and Analytics reports Employee Productivity vs. Quality
 Text format
The list shows for each employee the evaluation average score and selected
productivity factor.

Input parameters
In this report:
 Drill-down is supported. If the Enable drill-down option is selected, drill down on
an employee shows the individual evaluation scores from which the average score is
calculated. You can see how the selected productivity factor relates to the
evaluation scores of the employee.
 If a Distribution option is selected, the charts show data in the context of the
distribution factor. Typically, there are multiple charts, one for each factor.
Distribution by day of week, for example, shows a separate chart for each day of
the week.
If this option is selected, only the distribution charts are displayed, without the main
report.
Calculation
For each employee included in the report, the report calculates the average score for the
selected productivity factor.
 Average evaluation score for each employee
Total evaluations scores for employee/Number of evaluations
 Average number of interactions per hour

The number of interactions that were started and completed during the date range
included in the report, divided by the number of hours included within the date
range.
Total number of interactions in date range/Total number of hours in date range
 Average number of interactions per day
included in the report, divided by the number of days included within the date
range.
Total number of interactions in date range/Total number of days in date range
The duration of all interactions that were started and completed during the date
range included in the report, divided by the number of interactions handled during
the date range.
Total duration of interactions in date range/Total number of interactions in date
range
 Average talk time percentage
Total talk time percentage for all working days/Total number of working days
where:
Total talk time percentage for all working days is calculated by:
 For each day included within the date range:
 Adding the duration of each interaction handled by the employee, to get the
total interaction duration per day
 Determining the length of time between the start of the first interaction and
the end of the last interaction to get the total interaction time span per day
 Dividing the total interaction duration per day by the total interaction time
span per day
 Summing up the results for all days included in the report.
Total number of working days is calculated by adding each day that the employee
handled at least one interaction for the date ranged defined for the report.
The following conditions affect the calculation:
 A day on which the employee did not handle any interactions is not counted as a
working day.
 Input parameters —if defined for the report—do not impact the number of working
days. For example, if the number of working days is 4, and CCD parameter defined
for the report matches interactions from 3 of the 4 days, the number of working
days is still 4.
 On days when the employee handled one interaction only, the employee's
productivity is shown as 100 percent and not as the calculated average.
 If the employee handled interactions simultaneously, the percentage talk time will
exceed 100%. For example, if within a five minute time frame the employee
handled a call with a duration of three minutes, and another call with a duration of
four minutes, the average is 7/5 (exceeding 100%).

Chapter 4 - Interactions and Analytics reports Group Productivity vs. Quality
Related topics
Group Productivity vs. Quality

The Group Productivity vs. Quality productivity report shows the average evaluation
score (quality) versus the selected productivity metric (productivity), for the
organizations/groups included in the report.
You can select one the following predefined productivity metrics:
 Number of interactions per day
 Percentage talk time
 Graphical scatter chart
Scatter chart view displays by default (without distribution factors).
The X-axis represents the selected productivity factor. The Y-axis represents the
average evaluation scores. Each point on the scatter chart represents an
organization/group.

 Text format
The list shows for each group/organization the evaluation average score and
selected productivity factor.

Input parameters
Calculation
For each organization/group included in the report, the report calculates the average
score for the selected productivity factor.
The calculations are based on data relating to all the employees in the organization/
group. For example, the number of working days of an organization/group is calculated
by the sum of the working days of each employee in that organization/group.
 Average evaluation score for each organization/group
Total score of evaluations for group / Total number of evaluations
 Average number of interactions per hour
included in the report, divided by the number of hours included within the date
range.
 Average number of interactions per day
included in the report, divided by the number of days included within the date
range.
The duration of all interactions that were started and completed during the date
range included in the report, divided by the number of interactions handled during
the date range.

Total duration of interactions in date range/Total number of interactions in date

range
 Average talk time percentage
where:
 Adding the duration of each interaction handled by the employees, to get the
 Determining the length of time between the start of the first interaction and
the end of the last interaction to get the total interaction time span per day
 Dividing the total interaction duration per day by the total interaction time
span per day
Total number of working days is calculated by adding each day that an employee
 A day on which an employee did not handle any interactions is not counted as a
working day.
days is still 4.
 If employees handled interactions simultaneously, the percentage talk time will
exceed 100%. For example, if within a five minute time frame an employee handled
a call with a duration of three minutes, and another call with a duration of four
minutes, the average is 7/5 (exceeding 100%).
Related topics

Chapter 4 - Interactions and Analytics reports Quality Reports
Quality Reports
Quality reports focus on evaluations and assessments parameters for the employee,
organization/group and evaluator/assessor. The reports give insight into the quality of
interactions and the efficiency of the employee or group.
Assessment Pass/Fail Count per Assessor, page 290
Average Assessment Form/Form Component Scores, page 292
Average Assessment Scores per Assessor, page 294
Average Evaluation Form/Form Component Scores, page 296
Average Evaluation Scores per Employee, page 298
Average Evaluation Scores per Evaluator, page 300
Average Evaluation Scores per Group, page 302
Average Evaluation Scores per Reason, page 304
Employee Scores per Evaluation, page 306
Evaluation Pass/Fail Count per Employee, page 309
Evaluation Pass/Fail Count per Evaluator, page 311
Evaluation Pass/Fail Count per Group, page 312
Evaluations Completed per Employee, page 314
Evaluation Summary of Employees, page 315
Evaluation Summary per Employee, page 317
Evaluation Summary per Group, page 318
Evaluation Summary per Group, page 318
Recorded Contacts reports, page 321
Assessment Pass/Fail Count per Assessor

The Assessment Pass/Fail Count per Assessor report shows for each assessor, the
number of assessments that either met or failed to meet the goal defined for the
assessment form. The goals are defined when the form is created.
The report shows if you are setting realistic goals, and if there are assessors who
consistently score too high or too low.
The X-axis represents the assessors included in the report. The Y-axis represents
the number of passed and failed assessments as stacked bars.

Chapter 4 - Interactions and Analytics reports Assessment Pass/Fail Count per Assessor
 Text format
The list shows for each assessor the number of passed and failed assessments.

Chapter 4 - Interactions and Analytics reports Average Assessment Form/Form Component Scores
Input parameters
Calculation
For each assessor included in the report, the report retrieves all assessments and sums
the assessments that met the goal and the assessments that failed to meet the goal.
Related topics
Average Assessment Form/Form Component Scores

The Average Assessment Form/Form Component Score report compares the
assessment scores for the forms or form components included in the report. View
assessment scores to analyze performance in key areas, and identify areas for
improvement.
The X-axis shows the forms or form components included in the report. If you
selected at least one form component, the X-axis always shows the form
component. Otherwise the X-axis shows the forms.
The Y-axis displays the average scores for the forms or form components. The
actual average score of each form or form component is shown at the top of the
corresponding bar.

Chapter 4 - Interactions and Analytics reports Average Assessment Form/Form Component Scores
 Text format
The list shows for each form or form component the average score and number of
assessments performed.

Chapter 4 - Interactions and Analytics reports Average Assessment Scores per Assessor
Input parameters
Calculation
For each form or form component included in the report, the report calculates the
average assessment score by:
 Summing the forms or form component assessment scores
 Dividing the total score by the number of occurrences of each form/form component
Total sum of form or form components scores/total number of occurrences of the form
or form component
Related topics
Average Assessment Scores per Assessor

The Average Assessment Scores per Assessor report shows the assessment scores
each assessor gave. The report analyzes scoring patterns, and identifies assessors who
consistently give high or low scores.
The X-axis shows the assessors included in the report. The Y-axis represents the
average assessment score. The actual average assessment score of each assessor is

Chapter 4 - Interactions and Analytics reports Average Assessment Scores per Assessor
 Text format
The list shows for each assessor the average score and number of assessments
performed.

Chapter 4 - Interactions and Analytics reports Average Evaluation Form/Form Component Scores
Input parameters
Calculation
For each assessor included in the report, the report calculates the average assessment
score by:
 Summing all the assessments scores
 Dividing the total score by the number of assessments the assessor performed
Total sum of assessments scores/total number of assessments
Related topics
Average Evaluation Form/Form Component Scores

The Average Evaluation Form/Form Component Scores report compares
evaluation scores for the form or form components included in the report. View
evaluation scores to analyze performance in key areas, and identify areas for
improvement.
The X-axis shows the forms or form components included in the report. If you
selected at least one form component, the X-axis always shows the form
component. Otherwise the X-axis shows the forms.

Chapter 4 - Interactions and Analytics reports Average Evaluation Form/Form Component Scores
The Y-axis displays the average scores for the forms or form components. The
actual average score of each form or form component is shown at the top of the
corresponding bar.
 Text format
The list shows for each form or form component the average score and number of
evaluations performed.

Chapter 4 - Interactions and Analytics reports Average Evaluation Scores per Employee
Input parameters
Calculation
For each form or form component included in the report, the report calculates the
average evaluation score by:
 Summing all the forms or form component evaluation scores
 Dividing the total score by the number of occurrences of each form/form component
Total sum of form or form components scores/total number of occurrences of the form
or form component
Related topics
Average Evaluation Scores per Employee

The Average Evaluation Scores per Employee report shows the average evaluation
scores for the employees included in the report. The report provides insights as to which
employees excel and which are under-performing. Leverage these insights in coaching
sessions to enhance employee productivity.

Chapter 4 - Interactions and Analytics reports Average Evaluation Scores per Employee
average evaluation score. The actual average evaluation score of each employee is
 Text format
The list shows for each employee the average score and number of evaluations
performed.

Chapter 4 - Interactions and Analytics reports Average Evaluation Scores per Evaluator
Input parameters
Calculation
For each employee included in the report, the report calculates the average evaluation
score by:
 Summing all the evaluation scores
 Dividing the total score by the number of evaluation performed on the employee
Total sum of evaluation score/Number of evaluations
Related topics
Average Evaluation Scores per Evaluator

The Average Evaluation Scores per Evaluator report shows the average evaluation
scores each evaluator gave. The report analyzes scoring patterns, and identifies
evaluators who consistently give high or low scores.
The X-axis shows the evaluators included in the report. The Y-axis represents the
average evaluation scores. The actual average evaluation score of each evaluator is

Chapter 4 - Interactions and Analytics reports Average Evaluation Scores per Evaluator
 Text format
The list shows for each evaluators the average score and number of evaluations
performed.

Chapter 4 - Interactions and Analytics reports Average Evaluation Scores per Group
Input parameters
Calculation
For each evaluator included in the report, the report calculates the average evaluation
score by:
 Summing all the evaluations scores
 Dividing the total score by the number of evaluations the evaluator performed
Total sum of evaluations scores/total number of evaluations
Related topics
Average Evaluation Scores per Group

The Average Evaluation Scores per Group report shows the average evaluation
scores for each organizations/groups included in the report. The report provides insights
as to which organizations/groups excel and which are under-performing.
The X-axis shows the groups/organization included in the report. The Y-axis
represents the average evaluation score. The actual average evaluation score of
each group is shown at the top of the corresponding bar.

Chapter 4 - Interactions and Analytics reports Average Evaluation Scores per Group
 Text format
The list shows for each organization/group the average score and number of
evaluations performed.

Chapter 4 - Interactions and Analytics reports Average Evaluation Scores per Reason
Input parameters
Calculation
For each organization/group included in the report, the report calculates the average
evaluation score by:
 Summing the evaluations scores of all employees in the organization/group
 Dividing the total score by the number of evaluations performed on all employees in
the organization/group
Total sum of evaluations scores of all employees/total number of evaluations
Related topics
Average Evaluation Scores per Reason

The Average Evaluation Scores per Reason report shows the average scores of all
answers that were tagged with a specific reason.
From the report results, see the reason why low scores were assigned. Identify if a
particular reason contributes to low scores and decide on further actions.

Chapter 4 - Interactions and Analytics reports Average Evaluation Scores per Reason

The X-axis represents the list of reasons included in the report. The Y-axis
represents the average scores of the answers tagged with the reason. The actual
average score is shown at the top of the corresponding bar.
 Text format
The list shows for each reason the average score for answers tagged with the
reason, and the number of answers that were tagged the reason.

Chapter 4 - Interactions and Analytics reports Employee Scores per Evaluation
Input parameters
Calculation
For each reason included in the report, the report calculates the average score for
answers tagged with the reason by:
 Summing the scores of all answers tagged with the reason
 Dividing the total score by the number of answers that were tagged with the reason
Total sum of answers scores tagged with reason/total number of answers tagged with
reason
Related topics
Employee Scores per Evaluation

The Employee Scores per Evaluation report shows the individual evaluation scores
for the employees included in the report. Analyze individual employees performance
relative to other employees, identify inconsistencies in performance and opportunities
for improvement.
The report includes a chart for each employee.
The X-axis shows the dates when the evaluations were performed. The Y-axis
represents the evaluation score. A separate bar for each of the evaluations is
displayed. The actual evaluation score for the employee is shown at the top of the
corresponding bar.

 Text format
The list shows for each employee the evaluation date and the individual evaluation
score.

Input parameters
Calculation
For each employee, the report retrieves and displays the individual evaluations scores,
without any calculations.
Related topics

Chapter 4 - Interactions and Analytics reports Evaluation Pass/Fail Count per Employee
Evaluation Pass/Fail Count per Employee

The Evaluation Pass/Fail Count per Employee report shows for each employee, the
number of evaluations that either met or failed to meet the goal defined for the
evaluation form. The goals are defined when the form is created.
The report shows if you are setting realistic goals, and if there are employees who
number of evaluations that passed or failed as stacked bars.

Chapter 4 - Interactions and Analytics reports Evaluation Pass/Fail Count per Employee
 Text format
The list shows for each employee the number of passed and failed evaluations.
Input parameters
Calculation
For each employee included in the report, the report retrieves all evaluations and sums
the evaluations that met the goal and the evaluations that failed to meet the goal.
Related topics

Chapter 4 - Interactions and Analytics reports Evaluation Pass/Fail Count per Evaluator
Evaluation Pass/Fail Count per Evaluator

The Evaluation Pass/Fail Count per Evaluator report shows for each evaluator, the
number of evaluations that either met or failed to meet the goal defined for the
evaluation form. The goals are defined when the form is created.
The report shows if you are setting realistic goals, and if there are evaluators who
The X-axis shows the evaluators included in the report. The Y-axis represents the
number of evaluations that passed or failed as stacked bars.

Chapter 4 - Interactions and Analytics reports Evaluation Pass/Fail Count per Group
 Text format
The list shows for each evaluator the number of passed and failed evaluations.
Input parameters
Calculation
For each evaluator included in the report, the report retrieves all evaluations and sums
the evaluations that met the goal and the evaluations that failed to meet the goal.
Related topics
Evaluation Pass/Fail Count per Group

The Evaluation Pass/Fail Count per Group report shows for each organization/
group, the number of evaluations that either met or failed to meet the goal defined for
the evaluation form. The goals are defined when the form is created.

Chapter 4 - Interactions and Analytics reports Evaluation Pass/Fail Count per Group
The report shows if you are setting realistic goals for your organization/group, and if
there are organizations/groups who consistently score too high or too low.
The X-axis shows the organizations/groups included in the report. The Y-axis
represents the number of evaluations that passed or failed as stacked bars.
 Text format
The list shows for each organization/group the number of passed and failed
evaluations.

Chapter 4 - Interactions and Analytics reports Evaluations Completed per Employee
Input parameters
Calculation
For each organizations/group included in the report, the report retrieves all evaluations
and sums the evaluations that met the goal and the evaluations that failed to meet the
goal.
Related topics
Evaluations Completed per Employee

The Evaluations Completed per Employee report shows a summary on each
evaluation performed on the employees included in the report. The summary includes
individual evaluation and interaction data such as interaction start time, end time, DNIS,
ANI and form name.
The report also shows a summary of all evaluations performed on the employee for the
date range included in the report. This summary includes evaluation data such as
average score, minimum score and maximum score.

Chapter 4 - Interactions and Analytics reports Evaluation Summary of Employees
Input parameters
Calculation
For each employee, the report presents (without any calculations):
 Summary of individual evaluations
 Summary of all evaluations
Related topics
Evaluation Summary of Employees

The Evaluation Summary of Employees report shows a summary on each evaluation
performed on the employees included in the report. The summary includes individual
evaluation and interaction data such as interaction start time, evaluator form name and
score.

Chapter 4 - Interactions and Analytics reports Evaluation Summary of Employees
Analyze individual employees performance, identify inconsistencies in performance and

opportunities for improvement.
Input parameters
Calculation
For each employee, the report calculates the total number of evaluations and average
score by:
 Total number of evaluations: summing up the evaluations performed on the
employee
 Average score per employee:
 Summing all the evaluation scores of the employee
 Dividing the total score by the number of evaluation performed on the
employee
Total sum of evaluation score/Number of evaluations
Related topics

Chapter 4 - Interactions and Analytics reports Evaluation Summary per Employee
Evaluation Summary per Employee

The Evaluation Summary per Employee report shows the breakdown for answers to
Yes/No and Five Rank List question types, and the average scores for these questions.
The information is displayed for each evaluation form used in evaluating each employee
The report provides insights as to which areas the employee excels in and in which area
the employee is under-performing. Leverage these insights in coaching sessions to
enhance employee productivity.
Unlike other reports, this report is based only on the latest revisions of the forms
included in the report. Therefore, form changes that generate a new component ID or
form version, result in the report pulling only evaluations performed after the form
changed.
This report is displayed in textual format.
Input parameters

Chapter 4 - Interactions and Analytics reports Evaluation Summary per Group
Calculation
For each employee, the report calculates number of evaluations, answer occurrences
and answer average scores by:
 For each evaluation form used to evaluate the employee:
 Summing the number of times the individual form was used in evaluating the
employee
 Based on all evaluations filled for this form, for each Yes/No and Five Rank List
question types:
 Summing the number of occurrences for each answer, and its equivalent in
percentage
 Summing the answers scores and dividing by number of times the question
was answered to get the Average score for each question
Related topics
Evaluation Summary per Group

The Evaluation Summary per Group report shows the organization/group-specific
breakdown for answers to Yes/No and Five Rank List question types, and the average
evaluation scores for these questions. The information is displayed for each evaluation
form used in evaluating employees in the organization/group included in the report.
The report provides insights as to which areas the organization/group excels in and in
which area the organization/group is under-performing. Leverage these insights in
coaching sessions to enhance employee productivity.
Unlike other reports, this report is based only on the latest revisions of the selected
forms. Therefore, form changes that generate a new component ID or form version,
result in the report pulling only evaluations performed after the form changed
This report is displayed in textual format.

Input parameters
Calculation
For each organization/group, the report calculates number of evaluations, answer
occurrences and answer average scores by:
 For each evaluation form used to evaluate the employees in the organization/group:
 Summing the number of times the individual form was used in evaluating the
employees

 Based on all evaluations filled for this form, for each Yes/No and Five Rank List
question types:
 Summing the number of occurrences for each answer, and its equivalent in
percentage
 Summing the answers scores and dividing by number of times the question
was answered to get the Average score for each question
Related topics

Chapter 4 - Interactions and Analytics reports Recorded Contacts reports
Recorded Contacts reports

The Recorded Contacts reports focus on the recorded contacts and interactions relating
to employees or organizations/groups.
Related topics
Average Talk Time Percentage per Employee, page 321
Average Talk Time Percentage per Group, page 324
Average Talk Time per Employee, page 327
Average Talk Time per Group, page 330
Daily Average Interactions per Employee, page 332
Daily Average Interactions per Group, page 334
Recorded Contacts Volume, page 336
Recorded Interactions per Employee, page 337
Recorded Interactions per Group, page 339
Average Talk Time Percentage per Employee

This Average Talk Time Percentage per Employee report shows the employee
average talk time percentage for each day. From the report results, you can see whether
there are employees who consistently have longer or shorter interactions.
 Graphical Bar Chart
The X-axis represents the employees included in the report. The Y-axis represents
the average talk time percentage.

Chapter 4 - Interactions and Analytics reports Average Talk Time Percentage per Employee
 Text format
The list shows for each employee the average talk time percentage.

Chapter 4 - Interactions and Analytics reports Average Talk Time Percentage per Employee
Input parameters
Calculation
For each employee in the report, the report calculates the average talk time percentage:
where:
 Adding the duration of each interaction handled by the employee, to get the total
interaction duration per day
 Determining the length of time between the start of the first interaction and the
end of the last interaction to get the total interaction time span per day
 Dividing the total interaction duration per day by the total interaction time span
per day
Total number of working days is calculated by adding each day that the employee
 A day on which the employee did not handle any interactions is not counted as a
working day.

Chapter 4 - Interactions and Analytics reports Average Talk Time Percentage per Group
days is still 4.
 On days when the employee handled one interaction only, the employee's
productivity is shown as 100 percent and not as the calculated average.
 If the employee handled interactions simultaneously, the percentage talk time will
exceed 100%. For example, if within a five minute time frame the employee
handled a call with a duration of three minutes, and another call with a duration of
four minutes, the average is 7/5 (exceeding 100%).
Related topics
Average Talk Time Percentage per Group

The Average Talk Time Percentage per Group report shows the organization/group
average talk time percentage for each day. From the report results, you can see whether
there are organizations/groups that consistently have longer or shorter interactions.
The X-axis represents the organizations/groups included in the report. The Y-axis
represents the average talk time percentage.

 Text format
The list shows for each organization/group, the average talk time percentage.

Input parameters
Calculation
group. For example, the number of interactions of an organization/group is calculated by
the sum of the interactions performed by each employee in that organization/group.
For each organization/group in the report, the report calculates the average talk time
percentage:
where:
 Adding the duration of each interaction handled by the employees, to get the
 Determining the length of time between the start of the first interaction and the
end of the last interaction to get the total interaction time span per day
 Dividing the total interaction duration per day by the total interaction time span
per day

Chapter 4 - Interactions and Analytics reports Average Talk Time per Employee
Total number of working days is calculated by adding each day that an employee
working day.
days is still 4.
 If employees handled interactions simultaneously, the percentage talk time will
exceed 100%. For example, if within a five minute time frame an employee handled
a call with a duration of three minutes, and another call with a duration of four
minutes, the average is 7/5 (exceeding 100%).
Related topics
Average Talk Time per Employee

The Average talk time per employee report shows the average handle times
(interaction length in seconds) for employees. From the report results, you can identify
employees that consistently have long or short handling times.
the average interaction handle time for each employee.

 Text format
The list shows for each employee, the average interaction handle time and number
of interactions handled.

Input parameters
Calculation
For each employee in the report, the report calculates the average interaction talk time
by:
 Summing the duration of all interactions that started and completed during the date
range included in the report
 Dividing the total duration number by the number of interactions handled
Total duration of interactions in date range/Total number of interactions in date range
Related topics

Chapter 4 - Interactions and Analytics reports Average Talk Time per Group
Average Talk Time per Group

The Average Talk Time per Group report shows the average handle times (interaction
length in seconds) for an organization/group. From the report results, you can see
whether there are organizations/groups who consistently have long or short handling
times.
represents the average interaction handle time.

Chapter 4 - Interactions and Analytics reports Average Talk Time per Group
 Text format
The list shows for each organization/group, the average interaction handle time and
number of interactions handled.
Input parameters
Calculation
For each organization/group in the report, the report calculates the organization/group
average interactions talk time by:
 Summing the duration of all interactions that started and completed during the date
range included in the report
 Dividing the total duration the number of interactions handled.
Total duration of interactions in date range/Total number of interactions in date range
Related topics

Chapter 4 - Interactions and Analytics reports Daily Average Interactions per Employee
Daily Average Interactions per Employee

The Daily Average Interactions per Employee report shows for each day, the
average number of interactions handled by employees. From the report results, you can
see whether there are employees who consistently handle large or small number of
interactions daily.
the daily average number of interactions handled.
 Text format
The list shows for each employee, the daily average number of interactions handled
and the number of days during which interactions were handled.

Chapter 4 - Interactions and Analytics reports Daily Average Interactions per Employee
Input parameters
Calculation
For each employee in the report, the report calculates the daily average number of
interactions by:
 Summing the number of interactions that were started and completed during the
date range included in the report
 Dividing total number of interactions by the number of days included within the date
range
working day.
days is still 4.

Chapter 4 - Interactions and Analytics reports Daily Average Interactions per Group
Related topics
Daily Average Interactions per Group

The Daily Average Interactions per Group report shows for each day, the average
number of interactions handled by an organization/group. From the report results, you
can see whether there are organizations/groups who consistently handle a large or small
number of interactions daily.
represents the daily average number of interactions handled.

Chapter 4 - Interactions and Analytics reports Daily Average Interactions per Group
 Text format
The list shows for each organization/group, the daily average number of interactions
handled and the number of days during which interactions were handled.
Input parameters
Calculation
For each organization/group in the report, the report calculates the daily average
number of interactions, by:
 Summing the number of interactions that were started and completed during the
date range included in the report
 Dividing the total number of interactions by the number of days included within the
date range
working day.

Chapter 4 - Interactions and Analytics reports Recorded Contacts Volume
days is still 4.
Related topics
Recorded Contacts Volume

The Recorded Contacts Volume report shows you the overall number of contacts
recorded.
The X-axis represents the enterprise. The Y-axis represents the number of contacts
recorded for the enterprise.
 Text format
The list shows the number of contacts recorded for the enterprise.

Chapter 4 - Interactions and Analytics reports Recorded Interactions per Employee
Input parameters
Calculation
The report sums all the recorded contacts in the enterprise for the date range included
in the report.
Related topics
Recorded Interactions per Employee

The Recorded Interactions per Employee report shows you the number of
interactions recorded for an employee. Using the report results, you can understand
how interactions are being distributed among employees throughout an enterprise.
The X-axis represents the list of employees included in the report. The Y-axis
represents the number of interactions recorded.

Chapter 4 - Interactions and Analytics reports Recorded Interactions per Employee
 Text format
The list shows the number of interactions recorded for an employee.

Chapter 4 - Interactions and Analytics reports Recorded Interactions per Group
Input parameters
Calculation
For each employee, the report sums all the recorded interactions handled by that
employee, during the date range included in the report.
Related topics
Recorded Interactions per Group

The Recorded Interactions per Group report shows the number of recorded
interactions handled at the organization/group level. Using the report results, you can
understand how interactions are being distributed throughout an enterprise.


represents of number of interactions recorded for a specific organization/group.
 Text format:
The list shows the number of interactions recorded for an organization/group.

Input parameters
Calculation
For each organization/group, the report sums up all recorded interactions handled by all
the employees of that organization/group.
Related topics

Chapter 4 - Interactions and Analytics reports Speech Usage Reports
Speech Usage Reports

The Speech Usage reports focus indexed interactions relating to employees or
extensions.
 Speech Usage by Extension, page 342
 Speech Usage by Interaction Volume, page 343
 Speech Usage By Named Employee, page 345
Speech Usage by Extension

The Speech Usage by Extension report shows the number of individual extensions
that have at least one indexed interaction during a specific month and year for the past
24 months. This report considers extensions in the enterprise, regardless of the
employee and organization/group to which the extension is associated.
The system must be running for a minimum of one month to be able to view data for
this report.
The data in this report shows the extensions count value both on an enterprise-wide
basis and a project basis.
Input Parameters
This report has the following parameters:

Chapter 4 - Interactions and Analytics reports Speech Usage by Interaction Volume
 Project Name: select the projects you want to include in the report.
Calculation
The calculation of the extensions count varies for the project as apposed to the entire
enterprise:
 For project: the projects included in the report depend on the projects you select
in the report input parameters.
Extensions having interactions associated with multiple projects are considered
once for each associated project for each month. For example, in January, an
extension had interactions associated with Project A and Project B. In January, this
extension is considered once when counting extensions for Project A and once when
counting extensions for Project B.
 For the entire enterprise: the extensions count value included in the report
contains data from all projects in the enterprise.
Extensions having interactions associated with multiple projects are only considered
once for the enterprise during each month. For example, in January, the extension
had interactions associated with Project A and Project B. In January this extension is
considered only once when counting extensions for the enterprise.
If the same interaction is associated with different projects in different months, the
extension is counted more than once. For example, the interaction is associated
with one project in January and another project in February. The related extension
is counted twice for the enterprise, once for each month.
In both cases, the date the interactions were indexed (rather than the date they were
recorded) determines the month that the extensions are associated with.
Speech Usage by Interaction Volume

The Speech Usage by Interaction Volume report shows the number of interactions
and their duration that were indexed during a specific month and year for the past 24
months. This report considers interactions in the enterprise, regardless of employee and
organization/group to which the interaction is associated with.
this report.
The data in this report shows the interactions count and volume, both on an enterprise-
wide basis and project basis.

Chapter 4 - Interactions and Analytics reports Speech Usage by Interaction Volume
Input Parameters
Calculation
The calculation of the interactions count and duration varies for the project as apposed
to the entire enterprise:
Interactions associated with multiple projects are considered once for each
associated project per month. For example, in January, the same interaction was
associated with Project A and Project B. In January this interaction is considered
once when counting interactions for project A and once when counting interactions
for project B.
 For the entire enterprise: the interactions count and duration included in the
report contains data from all projects in the enterprise.
Interactions associated with multiple projects are only considered once for the
enterprise during each month. For example, in January, the same interaction was
associated with Project A and Project B. In January this interaction is considered
only once when counting interactions for the enterprise.
interaction is counted more than once. For example, the interaction is associated

Chapter 4 - Interactions and Analytics reports Speech Usage By Named Employee
with one project in January and another project in February. This interaction is
counted twice for the enterprise, once for each month.
recorded) determines the month that the interactions are associated with.
Speech Usage By Named Employee

The Speech Usage By Named Employee report shows the number of employees with
at least one indexed interaction during a specific month and year for the past 24
months. The report considers employees in the enterprise, regardless of the
organization/group to which they belong to.
this report.
The data in this report shows the employees count value both on an enterprise-wide
basis and a project basis.
Input Parameters
Calculation
The calculation of the employees count varies for the project as apposed to the entire
enterprise:

Chapter 4 - Interactions and Analytics reports Speech Usage By Named Employee
Employees having interactions associated with multiple projects are considered
once for each associated project for each month. For example, in January, an
employee had interactions associated with Project A and Project B. In January, this
employee is considered once when counting employees for Project A and once when
counting employees for Project B.
 For the entire enterprise: the employees count value included in the report
contains data from all projects in the enterprise.
Employees having interactions associated with multiple projects are only considered
once for the enterprise during each month. For example, in January, an employee
had interactions associated with Project A and Project B. In January, this employee
is considered only once when counting employees for the enterprise.
employee is counted more than once. For example, an interaction is associated with
one project in January and another project in February. The related employee is
counted twice for the enterprise, once for each month.
recorded) determines the month that the employees are associated with.

Chapter 5
Interactions and Analytics

report parameters
Select the data you want to focus on in reports using report parameters. Analyze
employee activity, monitor KPIs, and performance for any date range with the default or
custom set of parameters.
Topics
 Interaction Report Parameters Overview, page 348
 Employees, page 349
 Date Range, page 352
 Interactions, page 354
 Contacts, page 358
 Custom Data, page 361
 Switches, page 363
 Recorders, page 365
 Categories, page 366
 Distribution options, page 368
 Display options, page 371
 Evaluations/Assessments, page 375
Chapter 5 - Interactions and Analytics report parameters Interaction Report Parameters Overview
Interaction Report Parameters Overview

Interaction report parameters provide the flexibility to view, analyze, monitor and track
enterprise and employee performance from several perspectives.
Report parameters can be divided into data and format parameters. Data parameters
determine the actual data included in the report. Format parameters determine the
layout of the report, and do not affect the data.
Data parameters
Employees, page 349
Date Range, page 352
Interactions, page 354
Contacts, page 358
Custom Data, page 361
Switches, page 363
Recorders, page 365
Categories, page 366
Evaluations/Assessments, page 375
Format parameters
Distribution options, page 368
Display options, page 371

Chapter 5 - Interactions and Analytics report parameters Employees
Employees
The Employees category contains parameters relating to employees, groups and
organizations to include in the report.
Related topics
Employees, page 349
Reference organization/group, page 350
Employees
The employees, organizations or groups to include in the report. The employees/
organizations/groups you can select from depend on your role scope and privileges
assigned to you, and on the type of report you are generating. You can see data of
employees assigned to the organization/group over which you have scope.
To select specific employees, organizations or groups, click the view that best suits your
requirements. You can optionally apply a predefined employee filter or create and apply
a custom employee filter.
Employee views include:
List view of up to 2500 employees in alphabetical order (the default)
Hierarchical view of employees by the organization they belong to
Organization view
Groups in organization
TIP To quickly find employees, start typing part of the name in the Search
field.
Use the Ctrl and Shift keys to select multiple employees at the same time.
Note the following when selecting organizations/group/employees:

 Contacts/interactions Reports: contacts/interactions are associated only with
employees, and not with organizations/groups.
When selecting an organization/group in the report parameters, the report include
data related to employees associated with the organization/group today.
Example: you are running a report today on a group/organization that an
employee was associated to in the past. Your report results do not include data for
the employee that is no longer associated with the organization/group.
Alternatively, if an employee has recently joined an organization/group, but did not
belong to the organization/group for the date range specified in the report
parameters, this employee is included in the report.
 Evaluations Reports: evaluations are associated with both employees and
organizations/groups.
When selecting an organization/group and employees in the report parameters, the
report includes evaluations performed on the selected employees and are

Chapter 5 - Interactions and Analytics report parameters Reference organization/group
associated with the selected organization/group (that is, the organization/group is

selected in the evaluation form when the employee is evaluated).
When selecting employees in the report parameters, and not organizations/groups,
your report results include data for the selected employees, for all of the
organizations/groups the employee is associated with.
The report results also include evaluations performed on employees that are no
longer associated with a specific organization/group, depending on your privileges.
If you have the Filter by All Groups privilege:
 In organization/group-centric reports: the system displays in the report X-axis all
the organizations/groups in the hierarchy.
 All other report types: the system displays in the report results information related
to all organizations/groups in the enterprise. With this privilege, you can see results
for employees that are not in your visibility.
Valid values
One or more employees.
One or more groups/organizations from the available list.
Wildcard usage
N/A
Reference organization/group
The organization or group to which to compare the performance of the selected
employees, organizations, or groups. The reference organization/group is another group
in the department, the entire department or the entire organization, depending on your
privileges and position in the organization.
You can select a reference organization/group even if you do not have privileges to
generate reports based on other evaluators.
Based on the report format, the reference organization/group always appears as the
first bar or as the first row in the table.
Valid values
One of the following:
 None (the default).
 All: the report displays the average value of the organizations/groups you are
assigned to.
 Select one of the following:
The organization/group displayed depends on your position in the organizational
hierarchy and whether you are assigned the Filter by All Groups privilege:
 If you are assigned the privilege, the list displays all organizations/groups in the
enterprise, including those higher than you in the hierarchy.

Chapter 5 - Interactions and Analytics report parameters Reference organization/group
 If not, the list displays organizations/groups you are assigned to.

The report displays the average value of the organizations/groups you selected,
depending on the report you are running:
 In assessment/evaluation reports, the value does not include data related to the
sub-organizations/subgroups. This also applies if you are assigned the Filter by
All Groups privilege.
 In contact/interaction reports, the value includes data related to the sub-
organizations/subgroups.
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Date Range
Date Range
The Date Range category contains parameters relating to the time period to run the
report. A report must be set to run against a specific date.
Related topics
Interaction Date, page 352
According to, page 353
Interaction Date
The time frame for which to include data in the report. The time frame is based on the
employee local time. You can select the current or previous calendar day/week/month/
year, or define a custom date range.
Depending on the report, the date range you select is according to the time of recording,
the time of the evaluation, the time of the assessment or the flagging time.
The system considers only the hour in which the event occurs and not the minute.
Valid values
 From the Last: <n> days
The past number of days to include from today, including today. You can define from
1 up to 999 days. The default range is the last seven days from today.
For example, setting a value to 1 includes in the report data from today and
yesterday.
To include more than the last 30 days, you must define additional parameters to
narrow the scope of the report.
 From the previous: day/week/month/quarter/year
The equivalent period preceding and corresponding to the current calendar day/
week/month/year.
For example, if the current month is March 2015, selecting Previous month would
set the date range to February. Selecting Previous quarter would set the date
range to October to December 2014.
 From the current: day/week/month/quarter/year
The current calendar day/week/month/quarter/year up to today.
For example, selecting Week sets the date range from Monday to today. Selecting
Current quarter if the current month is February, sets the date range from January
to today.
 From/To
The exact start and end dates and time for which to include data.

Chapter 5 - Interactions and Analytics report parameters According to
The time is in hh:mm format, and is always rounded to one minute before the
nearest hour.
For example, specifying 10:30 AM as the end time, includes data up to 10:59 AM.
Specifying 09:00 to 11:00 a.m. includes data from 09:00 to 10:59 a.m.
Wildcard usage
N/A
According to
Determines if to include data based on when the interaction was recorded, or when an
evaluation or assessment was submitted. This parameter is not relevant to all reports
and the list of valid values depends on the report you select.
Valid values
 Time of recording
Includes data based on the time when the interaction is recorded. The time is either
the employee local time zone or that of the recorder.
 Time of evaluation
Includes data based on the time when the evaluation is submitted, and is always
the local time of the evaluator.
 Time of assessment
Includes data based on the time when the assessment is submitted, and is always
the local time of the assessor.
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Interactions
Interactions
The Interactions category contains parameters relating to interactions to include in the
report. Use these parameters to define the type of interactions to include in the report
for the selected employees, organizations and/or groups.
You can either include all interactions within the selected date range, or refine the type
and number of interactions to include by defining the duration, direction, and other
parameters based on your business needs.
Related topics
Duration, page 354
Direction, page 354
Dialed From (ANI), page 355
Dialed To (DNIS), page 355
Extension, page 356
PBX ID, page 357
Wrap-up Time, page 357
Duration
The interactions to include based on their duration.
Valid values
Any time between 00:00 and 59:59 in mm:ss format.
Wildcard usage
N/A
Direction
The interactions to include based on their direction. These can be inbound, outbound,
internal interactions, or all interactions whose direction the system could not determine.
Valid values
 Inbound
Include only incoming interactions
 Outbound
Include only outgoing interactions
 Internal
Include only interactions within the enterprise

Chapter 5 - Interactions and Analytics report parameters Dialed From (ANI)
 Unknown
Include those interactions whose direction the system could not determine
Wildcard usage
N/A
Dialed From (ANI)

The calling party number for which to include interactions, which is the ANI (automatic
number identification) or Caller ID. You can either specify the exact number or use
wildcards to include a range of numbers.
Valid values
Alphanumeric string of up to 256 characters, including the following special characters:
! @ # $ % ^ & * () _
+ = <> , . ? / : ; '
{} [] | ~ `
Wildcard usage
Use ? as a single character placeholder or * as a multi-character placeholder.
For example, to include all interactions from all calling party numbers that start with
516, you would enter 516*.
Note
The ANI may not match the ANI of the initial call into the enterprise, for example if a
first recorded interaction starts on a consult, call park or automatic transfers.
Some CTI integrations (such as Cisco JTAPI), do not provide a specific ANI field. In these
cases calling party information is used as a best alternative.
Some CTI integrations provide pre-routed/translated ANI values or otherwise present
manipulated ANI values. The manipulated ANI value is used if that is all that is available.
Some CTI integrations (such as Genesys and Cisco ICM) provide explicit ANI information
and these are used explicitly, with no additional logic applied.
Dialed To (DNIS)
The called party number for which to include interactions, which is the dialed number
identification service (DNIS). DNIS is useful in enterprises to which calls to multiple

Chapter 5 - Interactions and Analytics report parameters Extension
numbers may be directed. You can either specify the exact number or use wildcards to
include a range of numbers.
Valid values
! @ # $ % ^ & * () _
+ = <> , . ? / : ; '
{} [] | ~ `
Wildcard usage
For example, to include all interactions from all calling party numbers that start with
516, you would enter 516*.
Note
The DNIS cannot match the DNIS of the initial call into the enterprise. DNIS is derived
from the first recorded interaction of the call. For example, if a first recorded interaction
starts on a consult, then the consultation call DNIS is considered the DNIS value for the
interaction. Other examples where the DNIS cannot match the DNIS of the initial call
into the enterprise are call park or automatic transfers.
Some CTI integrations (such as Cisco JTAPI), do not provide a specific DNIS field. In
these cases called party information is used as a best alternative.
Some CTI integrations provide pre-routed/translated DNIS values or otherwise present
manipulated DNIS values. If that is all that is available, the manipulated DNIS value is
used.
Some CTI integrations (such as Genesys and Cisco ICM) provide explicit DNIS
information and are used explicitly, with no additional logic applied.
Each interaction DNIS value is stored separately within the interaction, and DNIS values
are not overwritten with values from previous interactions.
The indexed search improvements are unavailable when wildcard characters are used.
In this case, you can add extra criteria to the search.
Extension
The extension number for which include interactions. You can specify the exact
extension number or use wildcards to include a range of extension numbers.
Valid values
 Alphanumeric string of up to 256 characters, including the following special
characters:
! @ # $ % ^ & * () _

Chapter 5 - Interactions and Analytics report parameters PBX ID
+ = <> , . ? / : ; '
{} [] | ~ `
 Numeric values can be any number between -2^31 (-2,147,483,648) and 2^31 -
1(2,147,483,647)
Wildcard usage
For example, entering 21? includes all three-digit extensions that start with 21.
PBX ID
The PBX ID for which to include interactions. The PBX ID is either the ID the employee
uses to log into the switch or the PC login name. You can specify the exact PBX ID or use
wildcards to include a range of PBX IDs.
Valid values
! @ # $ % ^ & * () _
+ = <> , . ? / : ; '
{} [] | ~ `
Wildcard usage
Use ? as a single character placeholder or * as a multi-character placeholder. For
example, entering *44 includes all PBXs ending in 44, 2044, 2144 and 2244.
Wrap-up Time
Include interactions based on the duration between the end of the current interaction
and the beginning of the next interaction. This parameter is useful to indicate the time
spent on an interaction after it ended.
Valid values
Any number between 00:00 and 59:59 in mm:ss format

Chapter 5 - Interactions and Analytics report parameters Contacts
Contacts
The Contacts category contains parameters relating to contacts to include in the report.
Use these parameters to include or exclude interactions at the level of the contact in
contrast to individual interactions. You can include interactions from a specific contact
based on the contact ID, or analyze interaction handling for multiple contacts based on
other parameters such as holds, transfers and conferences.
Related topics
Number of Holds, page 358
Number of Transfers, page 358
Number of Conferences, page 359
Total Hold Time, page 359
Exceptions, page 359
Number of Holds
Include contacts based on the number of times the customer was put on hold during the
contact.
In systems with multiple switches, the Switch Call ID or ANI is used to gather the
various interactions comprising an entire contact, rather than using the Contact ID. In
this case, this field may not contain information related to the entire contact.
Valid values
Any number between 0 and 99
Wildcard usage
N/A
Number of Transfers
Include contacts based on the number of times the customer was transferred between
employees during the contact. The Number of Transfers does not include transfers
outside the PBX.
Valid values

Chapter 5 - Interactions and Analytics report parameters Number of Conferences
Wildcard usage
N/A
Number of Conferences
Include contacts based on the number of times when there were more than two
participants connected to the a contact.
Valid values
Wildcard usage
N/A
Total Hold Time

Include contacts based on the total length of time, in minutes, for which the customer
was put on hold during a contact.
Valid values
Any number between 00:00 and 59:59 in mm:ss format
Wildcard usage
N/A
Exceptions
Determines if to include only contacts tagged as exceptions, or all other contacts that
are not exceptions.
Valid values
 Only exception contacts
 Non-exception contacts

Chapter 5 - Interactions and Analytics report parameters Exceptions
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Custom Data
Custom Data
The Custom Data category contains Custom Data and Conditional Custom Data fields to
include in the report. This information is displayed when CDs and CCDs are defined in
the system. Use Custom Data parameters to include customized information from a
predefined data set. A data set comprises Custom Data (CD) and Custom Conditional
Data (CCD) fields.
Related topics
Data set, page 361
Custom data, page 361
Conditional custom data, page 362
Data set
The data set with the custom data and conditional custom data fields to include in the
report. The system-defined default data set is always selected by default. You can select
any data set from the list.
Valid values
Single data set from the available list
Wildcard usage
N/A
Custom data
The custom data (CD) fields from the selected data set to include in the report. The
fields displayed are the ones assigned to your groups and roles in the Assignment
Manager.
For text CD fields, select one or more values from the list, or type a value in the text
box. Verify that the value you type correlates to the actual value that is received from
the applications providing this information such as CTI.
TIP To quickly find CD values, start typing part or all of the CD value in the
Search field.
Valid values
 Text value can contains up to 50 alphanumeric characters, including the following
special characters:
! @ # $ % ^ & * () _

Chapter 5 - Interactions and Analytics report parameters Conditional custom data
+ = <> , . ? / : ; '
{} [] | ~ `
 Numeric value can be any number between -2^31 (-2,147,483,648) and 2^31 - 1
(2,147,483,647)
Wildcard usage
Conditional custom data

The conditional custom data (CCD) fields from the selected data set to include in the
report. The fields and values displayed are the ones assigned to your groups and roles in
the Assignment Manager.
If you do not select a specific CCD value, and you are assigned the Access any value
option for the CCD, the report results include all the CCD values. The results also include
the CCD deleted or empty values.
TIP To quickly find CCD values, start typing part or all of the CCD value in the
Search field.
Valid values
For each CCD fields, select all or specific values.
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Switches
Switches
The Switches category contains parameters relating to switches to include in the report.
Use Switch parameters to include interactions by the data sources configured, with or
without a unique call identifier.
Related topics
Switches, page 363
Switch Call ID, page 363
Switches
The switch or switches to which the employees log in, to include in the report. The list
includes all the data sources configured.
If you select a PBX ID without selecting switches, the report includes interactions made
by different employees that share a PBX ID, but log on to different switches.
Valid values
One or more switches from the available list
Wildcard usage
N/A
Switch Call ID
The call identifier by which to qualify interactions to include in the report. The call
identifier is a tag that uniquely identifies the switch data source. Identifiers are assigned
according to geo-location for example, or organizations within the enterprise by the
service or function they perform. Customer service and sales are examples of switch call
IDs.
For example, to focus on interactions routed to the sales department, you would define
a Switch Call ID of Sales.
If you have selected one or more switches, defining a Switch Call ID includes
interactions from all the selected switches that match the Switch Call ID.
If the Switch Call ID was changed as the call was routed through the customer
telephony network, the system tags only the first or last one associated with the
interactions of the call that are recorded.
Valid values
! @ # $ % ^ & * () _

Chapter 5 - Interactions and Analytics report parameters Switch Call ID
+ = <> , . ? / : ; '
{} [] | ~ `
The field is case sensitive.
Wildcard usage
Use ? as a single character placeholder or * as a multi-character placeholder. For
example, entering Sal* would include Sale and Sales.

Chapter 5 - Interactions and Analytics report parameters Recorders
Recorders
The Recorder category contains parameters relating to recorders to include in the
report.
Related topics
Channel number, page 365
Recorder, page 365
Channel number
The channel number of the recording module that records the interactions.
Valid values
Any number of up to 9 digits, between -2^31 (-2,147,483,648) and 2^31-1
(2,147,483,647)
Wildcard usage
N/A
Recorder
The recorder that recorded the audio component of enterprise transactions and marks
interactions in the Contact database. It can be configured to do so selectively, based on
instructions received from the Integration Service or a recording application (such as
Record On-Demand).
Valid characters
Any number up to 6 digits, between -2^31 (-2,147,483,648) and 2^31 - 1
(2,147,483,647)
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Categories
Categories
The Categories contain parameters relating to predefined Speech categories to include
in the report. Use Category parameters to analyze data for issues of business interest.
Related topics
Speech Categories, page 366
Emotions, page 366
Speech Categories
The Speech Analytics category or categories of interest to you to include in the report.
The list of available categories includes those published to the Speech Analytics
application, and assigned to your groups and roles in the Assignment Manager.
When new categories are published, or existing categories are updated, it can take
about 30 minutes to sync data between the Speech Analytics and Interactions
applications.
TIP To quickly find speech categories, start typing part or all of the category
name in the Search field.
Valid values
One or more Speech categories from the available list.
Wildcard usage
N/A
Emotions
Include interactions in which the Speech Analytics application detected “emotions”.
Emotions is a separate system-defined Speech Analytics category, available by default in
all configurations that support Speech Analytics.
If you have also selected one or more categories, the report includes those interactions
(or their related evaluations/assessments) that contain emotions and are associated
with the selected category.
If you have not selected any categories, the report includes all interactions in which
emotions are detected from all categories in projects assigned to you.
Valid values
N/A

Chapter 5 - Interactions and Analytics report parameters Emotions
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Distribution options
Distribution options
Shows the values for a reported measurement, distributed across factors of interest.
The distribution option can be based on time or value such as Speech Analytics
categories, or conditional data such as lines of business or regions.
For example, when generating the average score for an organization/group, you can
display the score averages for each line of business handled by the organization or
group, by selecting a conditional distribution option.
If a distribution is selected for a graphical report, the report generates the distribution
charts together with the main report. If a distribution is selected for a textual report, the
report only generates the distribution tables.
The distribution options displayed differ depending on the report you are running.
Related topics
None, page 368
Conditional custom data, page 368
Distribute by time intervals, page 369
Distribute by time periods, page 370
Speech Analytics categories, page 370
Display selected distribution for all, page 370
None
Does not show any data distribution.
Valid values
N//A
Wildcard usage
N/A
Conditional custom data

Shows data distribution according to the conditional custom data you selected.
By default, the distribution charts are not automatically displayed when selecting this
distribution option. To view a distribution chart, drill down on the corresponding bar in
the main chart.
To automatically display the distribution charts for this option, select Display selected
distribution for all.

Chapter 5 - Interactions and Analytics report parameters Distribute by time intervals
Valid values
One of the predefined conditional custom data fields.
Wildcard usage
N/A
Distribute by time intervals

Show the relative contribution in the selected time interval (hours, days, weeks,
months, or years) to the value measured in the report. Use distribution by time interval
to see how the measured value changes patterns within the time interval.
Example: Contact/interaction reports using distribution by time interval

Contact/interaction reports that calculate average values show the relative contribution
within the time interval to the average, or in other words, the weight of each time
interval in the average.
An employee works 22 days during a four-week time period and handles 66 interactions,
distributed as follows:
Week 1: 5 working days, total 20 interactions - 4 interactions per day
The average number of interactions per day for this employee is 66/22 = 3.
If you distribute by a weekly time interval, you can see the relative contribution of each
week to the average (and not the average number of interactions per week for this
employee). The following values are displayed:
Week 1: 20:22 = 0.909 (not 20:5=4 interactions per day)
In this example, the employee highest average (6) was reached during week 2, but
since this value is based on 3 working days, its weight in the total average is less than
that of week 1, with 5 working days.
Valid values
<n> hour(s)/day(s)/month(s)/year(s)
where n is the frequency for the selected time interval. For example if n=2 and time
interval is month(s), the distribution is displayed for every 2 months.
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Distribute by time periods
Distribute by time periods

Show the changes in the measured value over time, by aggregating data at the hourly,
daily, weekly, or monthly levels. Use distribute by time periods to identify trends, and
patterns by time of day, day of week/month, or month of year. For example, compare
values for Mondays or for the month of January.
Valid values
 Hour of day: Hourly breakdown for a 24-hour period, from 0:00 to 23:00
 Day of week: Daily breakdown for a seven-day week, from 01 to 07
 Day of month: Breakdown for each day of the calendar month, from 01 to 31.
 Month of year: Breakdown for each month in the calendar year, from 01 to 12.
Wildcard usage
N/A
Speech Analytics categories

Shows data distribution according to all Speech Analytics categories associated to the
projects assigned to you in the Assignment Manager.
By default, the distribution charts are not automatically displayed when selecting this
distribution option. To view a distribution chart, drill down on the corresponding bar in
the main chart.
To automatically display the distribution charts for this option, select Display selected
distribution for all.
Valid values
N/A
Wildcard usage
N/A
Display selected distribution for all

Relevant for the conditional custom data and Speech Analytics categories distribution
options only. Select to automatically display all distribution charts for the selected
distribution option. If this parameter is not selected, to display distribution charts for
employees, manually drill down on the corresponding bar in the main chart.

Chapter 5 - Interactions and Analytics report parameters Display options
Display options
The visual format and layout of the data in the reports. You can define a meaningful
name for the report, choose between bar charts (graphical) and tabular (textual)
formats, and sort by name or value to order the data the way you want to see it.
The options displayed differ depending on the report you are running.
Related topics
Display name, page 371
Sort options, page 371
Display format, page 372
Productivity Type, page 373
Productivity Type, page 373
Display name
Optional. The name displayed in the report header below the report type. Use the
Display name to assign a descriptive name that identifies the report objective and helps
to differentiate it from other reports of the same type.
Valid values
 Empty
 User-defined text
Wildcard usage
N/A
Sort options
The sort order for the data in the report, and can be by name, date, or value.
Based on the report type, employees without evaluations in the system are shown at the
end of the chart as Null. You cannot differentiate between the scores of employees
without evaluations and the scores of employees that are evaluated and actually
received a Null score.
TIP For best results, it is recommended selecting up to 20 names or values in
the report.
Valid values
One of the following (depending on the report you are running):

Chapter 5 - Interactions and Analytics report parameters Display format
 Sort by organization/group/employees/evaluators/assessors: sorts by last

name in alphabetical order
 Sort by contact data/form components: sorts chronologically
 Sort by value
 Show in descending order: sorts by maximum to minimum
 Show in ascending order: sorts by minimum to maximum
 Show <n> highest values: sorts by the specified number of highest values
 Show <n> lowest values: sorts by the specified number of lowest values
Wildcard usage
N/A
Display format
The visual format of the report — Graphical (the default), or Textual.
When graphical format is selected, the data is displayed as a chart. The chart type
differs according to the type of report, each report type is associated with a predefined
chart type which can be one of the following:
 Bar charts, the default chart type for graphical formats, generally depict how
results are distributed. Bar charts show an X:Y representation of a number of
results plotted against two criteria. Each result is represented as a bar on the chart.
The reference organization/group, if included, is the first bar in the chart.
 Line charts show trends over time for data distributed by time interval and time
period. Line charts use an X:Y representation of a number of results plotted against
two criteria. Each result is represented by a different color and shape connecting the
various results of the time line. Line charts are used to display distribution by time
intervals and time periods.
 Scatter charts compare quantity vs. quality. All productivity reports are displayed
as scatter charts. Scatter charts use an X:Y representation to depict three
dimensions, the employee, and two other criteria. The X-axis charts a productivity
dimension, such the number of interactions. The Y-axis charts a quality dimension,
such as information on the scores of an employee. Each dot on the chart represents
an employee or user.
Each result is represented in a different shape and color. There are eleven unique
shapes and sixteen different colors. If the chart contains more than eleven entities,
an icon is repeated in a different color. If the chart contains more than 24 entities,
the legend cannot display all the entities.
 Pie charts show the relative size or percentage compared to the whole. Pie charts
are used to display distribution by conditional custom data, when the distribution
factor value is numeric.
Valid values

Chapter 5 - Interactions and Analytics report parameters Productivity Type
 Graphical
 Textual
Wildcard usage
N/A
Productivity Type
Productivity type refers to the productivity factor against which the performance of
employees and organizations/groups is measured. This parameter is displayed for
productivity reports only.
Valid values
 Number of interactions per day (default)
 Average interaction duration: calculated by taking the sum of the contact duration,
and dividing by the number of interactions
 Percentage talk time: Identifies the percentage of time employees spend talking on
the telephone during their work hours (shifts)
Wildcard usage
N/A
Enable drill down

When selected, you can drill down from the hierarchical organization/group included in
the report to its leaf organizations/groups. This parameter appears for group-centric
reports in graphical format.
To drill-down an organization/group in the report, click a bar or, use the Groups
navigation tree.
On drill down, the parent group is always shown on the chart as the Selected Group for
comparison purposes. Each sub-group within the parent group has its own bar.
To drill back, click or, use the Groups navigation tree.
You cannot drill down a Reference Organization/Group.
NOTE Drill-down on bars in organization/group reports is not the same as
clicking on a bar in reports with distribution options.
Valid values
N/A

Chapter 5 - Interactions and Analytics report parameters Enable drill down
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Evaluations/Assessments
Evaluations/Assessments
The Evaluations/Assessments category contains evaluation/assessments related
parameters to include in the report. This information is displayed for evaluation/
assessment reports only.
You can include any number of forms, form components, and some other form-related
details in your report parameter. However, to make the parameter selection efficient,
you need to be familiar with the structure of forms in your organization, and be aware of
the ways in which form-related parameters are applied.
Related topics
Evaluated/Assessed by, page 375
Forms, page 376
Form Components, page 377
Reason, page 378
Score, page 378
Display Evaluation Data Fields, page 378
Evaluated/Assessed by
The person who evaluated/assessed an employee and whose evaluations/assessments
are to be included in the report. You must have the View Employees privileges to be
able to view evaluators/assessors.
The evaluators/assessors displayed in the list depend on your role scope and whether
you are assigned the Generate Reports for Evaluations/Assessments made by
Leaders of my Group(s) or Filter by all Evaluators/Assessors privileges
assignments:
 If assigned: displays evaluators/assessors in your organization/groups and sub-
organizations/subgroups.
 If not assigned: the Evaluators option is not displayed and you cannot select
evaluators/assessors to filter your report. The report results include only your
evaluations/assessments that you performed.
If you do not select specific evaluators/assessors, the report results depend on your
privileges as follows:
 Evaluator/assessor-centric report types
 Generate Reports for Evaluations/Assessments made by Leaders of my
Group(s) or Filter by all Evaluators/Assessors assigned:
The report includes evaluators/assessors who are directly assigned to your
organization/groups and yourself. Evaluators/assessors assigned to
organization/groups above or below you in the hierarchy are not included.
 Other report-types

Chapter 5 - Interactions and Analytics report parameters Forms
 Generate Reports for Evaluations/Assessments made by Leaders of my

Group(s) assigned:
The report includes evaluations/assessments performed by you and by
evaluators/assessors who are assigned to your organization/groups and sub-
organizations/subgroups. Evaluators/assessors assigned to organization/groups
higher up in the hierarchy are not included.
 Filter by all Evaluators/Assessors assigned:
The report includes evaluations/assessments performed by you and by any
evaluator/assessor in the hierarchy. The results also include the data of deleted
evaluators/assessors.
In all reports, if the two privileges are not assigned, the report results include only your
evaluations/assessments that you performed.
To select specific evaluators/assessors, click the view that best suits your requirements.
You can optionally apply a predefined evaluators filter or create and apply a custom
evaluators filter.
Evaluators views include:
List view of up to 2500 evaluators/assessors in alphabetical order (the default)
Hierarchical view of evaluators/assessors by the organization they belong to
TIP To quickly find evaluators, start typing part of the name in the Search
field.
Use the Ctrl and Shift keys to select multiple evaluators at the same time.
Valid values
One or more evaluators
Wildcard usage
N/A
Forms
Description
The evaluation/assessment form or forms for which to include data. The report results
include all the revisions of the forms.
Based on your form assignments in the Assignment Manager, the list includes only those
forms assigned to you.
If you do not select a form, and you are assigned the Search for Any Form option, the
report includes evaluations/assessments with any form. The results include forms that
do not appear in the Forms list. The results also include evaluations/assessments whose
forms have been deleted.
If applicable, you can also view Customer Feedback evaluation data in reports. To view
this information, select forms with the Customer Feedback prefix (<Survey
Number>_CF) in the name.

Chapter 5 - Interactions and Analytics report parameters Form Components
Valid values
One or forms in the list
Wildcard usage
N/A
Form Components
Description
The sections, categories or questions in the form to include in the report. You can select
one or more form components from the same form. Select form components instead of
the form to focus on evaluations/assessments that use only those form components.
If you select one or more components, the report results always show the evaluation/
assessment data for the components. Otherwise the results always show the data for
the forms.
The form components displayed are the components associated with the latest
published version of the form.
If you select a component that has changed (resulting in a new form version), only the
evaluations/assessments that are performed after the change are associated with the
modified form component and are included in the report.
Shared form components: a component parameters does not include any indication
of whether a component is shared (used across multiple forms). The component name
can serve as a partial indication of shared components. However, components with the
same name are not necessarily shared.
If you select a shared form component without selecting a form, the report includes all
evaluations/assessments based on the data related to this component, across all the
forms in which it appears. If you want the report to include data that relates to a shared
component and its usage in a particular form, first select the form for your report
parameter, and then select the form component.
Form components scores: To see meaningful averages, select forms or form
components with the same maximum score.
For example, you select two form components both of which have a maximum score of
10, and the employee scores 9 in one and 7 in the other, the average is (9+7)/2=8. This
average gives a clear indication of employee performance. Selecting two form
components with two different maximum scores, 20 and 5, and the employee scores 14
out of 20 and 4 out of 5, the average score is 9. This average does not indicate whether
the employee performance is good or poor.
Valid values
One or more form components from the same form
Wildcard usage
N/A

Chapter 5 - Interactions and Analytics report parameters Reason
Reason
The reason or reasons to focus on in a report. The reason field is associated with a
specific question, and provides additional information as to why an evaluator or assessor
selected a specific answer to a question.
Filtering by reason is only available for the Average Evaluation Scores per Reason
report. To filter by reason, select questions in the form component that are associated
with reasons.
 If no reason is selected, the report results include all the reasons associated with
the form component or the form, whichever is selected
 If no form/form component is selected, the report results include all the reasons
from all forms assigned to you
Valid values
One or more reasons
Wildcard usage
N/A
Score
The number of points by which to filter evaluations/assessments for the report. The
score always refers to that of the entire form, and not that of the form component.
If you also select form components, the report will include the components only if the
score of their related form matched the score you defined.
Valid values
Wildcard usage
N/A
Display Evaluation Data Fields

Click the Display Evaluation Data Fields option to filter the report according to the
Evaluation Custom Data, Rating, and Status fields associated with a selected form. If no
specific form is selected, the data associate to all forms that are assigned to you is
displayed. This data is displayed only if it has been defined for forms in the Form
Designer.
 Evaluation Custom Data (ECD): additional customer information tagged to an
evaluation/assessments.
For example, a field can be added to the form called Campaign Name with an
attached list of choices of either Customer Service or Marketing.

Chapter 5 - Interactions and Analytics report parameters Display Evaluation Data Fields
 Rating: a verbal translation of an achieved evaluation/assessment score.

For example, select the rating set Medium Ratings, which translates as a score of
50-70 points.
 Status: controls a progression of a form in the system by allocating a status value
to a form.
For example, you could have a Discussion status, with a list of values such as, To
be discussed with the manager, To be discussed with the head of
department, and so on.
Valid values
One or more ECD fields
One or more Rating fields
One or more Status fields
Wildcard usage
N/A

Appendix A
Interactions Frequently
Asked Questions
Reports Frequently Asked Questions (FAQs) aim to provide answers or resolutions to

specific issues while working with the reports.
Topics
 Moving BO reports to SSRS platform, page 381
 Self evaluations in reports, page 383
 Transferring employees, page 384
 Viewing deactivated, hidden, and deleted entities, page 385
 Reports and new form versions, page 387
Chapter A - Interactions Frequently Asked Questions Moving BO reports to SSRS platform
Moving BO reports to SSRS platform

What impact does moving Interactions and Analytics reports to SSRS platform
have on my work?
Moving the reports from the BO platform to the SSRS platform has the following impact
on the Interactions and Analytics reports:
 Not all the 11.2 Interactions and Analytics predefined reports were transferred to
SSRS. The following reports were not transferred:
 Evaluator productivity vs. quality report
 Assessor productivity vs. quality report
 Assessment scores vs. contact data report
 Historical Average Talk Time per Employee
 Historical Average Talk Time per Group
 Historical Average Talk Time Percentage per Employee
 Historical Average Talk Time Percentage per Group
 Historical Daily Average Interactions per Employee
 Historical Daily Average Interactions per Group
 Historical Recorded Interactions per Employee
 Historical Recorded Interactions per Group
 Historical Recorded Contacts Volume
 For systems migrating to V15.1:
 Customers are required to re-create custom and ad-hoc reports on the 15.1
system, as the BO custom and ad-hoc reports that exist in previous versions are
not migrated.
 Customers are required to redefine report schedules in the 15.1 system, as the
BO reports schedules that exist in previous versions are not migrated.
 Customers are required to redefine report role assignments in the 15.1 system,
as the BO reports assignments that exist in previous versions (in the Assignment
Manager) are not migrated.
 Scheduling of reports that are based on SSRS models is not supported in this
release. These reports are include:
 Speech reports
 All Ad-Hoc reports
 All Custom reports
 Once a report is executed, the input parameters used to run the report are not
saved. That is, reopening the report parameters window displays the default values.
 When setting up a report in the dashboard (My Home>My
Information>Dashboards), if you drill down in the report, you cannot set the
drilled down chart as the default chart to display in the dashboard.

Chapter A - Interactions Frequently Asked Questions Moving BO reports to SSRS platform
 Reports are categorization is predefined in the system and cannot be modified. In

BusinessObjects platform, you could change the report categorization defined by
the system.

Chapter A - Interactions Frequently Asked Questions Self evaluations in reports
Self evaluations in reports

Will I see my employees self evaluations in the reports I run?
Your employees self evaluations are included in reports that focus on organizations/
groups and employees. They are not included in reports that focus on evaluators/
assessors.
When running a report that focuses on organizations/groups/employees, in order for the
self evaluations of employees not to be displayed, you can do one of the following:
 Select an evaluator in the report parameters
 Create a dedicated self evaluation form in the Form Designer application, that will
be used for self evaluations only. When running a report, do not select the dedicated
self evaluation form in the report parameters.
NOTE In reports that focus on evaluators, or when the evaluator is selected as a
report parameter, self evaluations are included in the reports if the self
evaluation was performed by an employee that is also a leader.

Chapter A - Interactions Frequently Asked Questions Transferring employees
Transferring employees
If one of my employees is transferred from my group A to group B, is his/her
historical data still included in reports that I generate?
If you generate a report for group A for a period when the employee was part of group
A then:
 When generating a report that focuses on evaluations, the evaluations of the
transferred employee are included in the report
 When generating a report that focuses on interactions, the interactions of the
transferred employee are not included in the report.
If you generate a report for both groups A and B for any period, and you have visibility
in both groups, you will be able to view all employees data (evaluations and
interactions).
If one of my employees is also assigned to another organization/group (over

which I don't have role scope), are evaluations associated with that
organization/group included in my reports?
Only if you are assigned the Filter by All Groups privilege, you can see all evaluations
that were made on an employee that is currently assigned to you, and also the
evaluation of the employee that are associated to another organization/group not in
your visibility.
If one of my employees previously belonged to a different organization/group

outside my role scope, but is now assigned to my organization/group. Do I see
this employee evaluations when generating reports?
You do not receive results for this employee for the period that the employee was
assigned to a different organization/group.
However, if you are assigned the Filter by all Groups privilege, the report includes
evaluations made for the employee that were associated with the employee previous
organization/group.

Chapter A - Interactions Frequently Asked Questions Viewing deactivated, hidden, and deleted entities
Viewing deactivated, hidden, and deleted

entities
Can I see deactivated employees, group, and evaluator in reports?
Yes. Although you cannot search for deactivated employees, groups, and evaluators,
you can still view their data in reports, and they can be displayed on the X axis.
Can I see hidden forms in reports?
Yes. Although you cannot search for hidden forms, you can still view their data in
reports, and they can be displayed on the X axis.
Can I see deleted organization/groups in reports?
Upon being deleted, organizations/groups cannot appear on the X axis of reports. Yet,
you can see data of deleted organizations/groups in reports that do not focus on
organizations/groups. For example, deleted organizations/groups cannot be displayed in
the Average Evaluation Scores per Group report, but their statistics are included in
the Average Evaluation Scores per Evaluator report.
To be able to view deleted organizations/groups data in reports, you must be assigned
the Filter by all Groups privilege.
Can I see deleted evaluators and assessors in reports?
Upon being deleted, evaluators and assessors cannot appear on the X axis of reports.
Yet, you can see data of deleted evaluators and assessors in reports that do not focus on
these entities. For example, deleted evaluators cannot be displayed in the Average
Evaluation Scores per Evaluator report, but their statistics are included in the
Average Evaluation Scores per Group report.
To be able to view data of deleted evaluators and assessors, you must be assigned the
Filter by All Evaluators/Assessors privilege.
Can I see deleted forms in reports?
No. Deleted forms, as well as all evaluations that were based on these forms, are no
longer available in search results or in reports.
Can I see deleted employees in reports?
Upon being deleted, employees cannot appear on the X axis of reports. Yet, you can see
their data in reports that do not focus on employees. For example, deleted employees
cannot be displayed in the Evaluation Activity per Employee report, but their
statistics are included in the Evaluation Activity per Evaluator report.

Chapter A - Interactions Frequently Asked Questions Viewing deactivated, hidden, and deleted entities
Can I see deleted categories in reports?
All data that relates to deleted categories is available, and you can see it in reports.
Can I see deleted flags in reports?
All data that relates to deleted flags is still available, and you can see it in reports.
Note that you are not able to access deleted flags information in two reports that deal
with flags—Evaluation Flag Usage per Assigning User and Contact Flag Usage per
Assessor. These reports require you to select one of your current flags and then
retrieve the information according to selected flag. Flags that were deleted cannot be
selected.

Chapter A - Interactions Frequently Asked Questions Reports and new form versions
Reports and new form versions

If I change a form component, how does this impact the related evaluations/
assessments included in my report?
In the Form Designer application, changing a form component in specific way creates a
new form version. For example, three versions of the same form exist:
 Version 1—The initial version of the form
 Version 2—Created when Answer 3 is added under Section 1 > Category 2 >
Question 1
 Version 3—Created when Question 2 is added under Section 1 > Category 2
Depending on the selected form component as the report parameters, the report
includes different evaluation/assessment data.
Selected form component Form version related evaluations/

Assessments included in report
Section 1 > Category 1 > Question 1 Versions 1, 2 and 3
Section 1 > Category 2 > Question 1 Versions 2 and 3
Section 1 > Category 2 > Question 2 Version 3
Do all form changes trigger a new form version?
Making a change to a textual field does not trigger the creation of a new form version.
For example, you change a question text in a form. If you generate a report using this
text, the latest question text is shown on the report. The report includes all the
evaluations that included this question, both before and after the question text is
changed.

Chapter A - Interactions Frequently Asked Questions Reports and new form versions
Textual fields in a form or form component are comments, section or category names
and instructions, question texts and instructions, revision notes and header or footer
instructions in form-level fields.

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© 2015 Verint Systems Inc.

All Rights Reserved Worldwide.
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and may not be reproduced, published, or disclosed to others without express
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About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

1 Working with Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

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Team Detail Single KPI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

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Desktop Activity Management Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

3 Framework Reports Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 253

4 Interactions and Analytics reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

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Evaluation Pass/Fail Count per Evaluator . . . . . . . . . . . . . . . . . . . . . . . . . . 311

5 Interactions and Analytics report parameters . . . . . . . . . . . . . . . . . . . . . . 347

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A Interactions Frequently Asked Questions. . . . . . . . . . . . . . . . . . . . . . . . . 380

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About this guide

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Working with Reports

Select from an extensive library of report templates to configure, generate, and

Predefined report templates

Exposure to report data

Custom Ad Hoc reports

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Report roles and privileges

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Requests & Results - reporting workspace

Report Selection pane

Report instance information

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Schedule and distribution

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Report instance configuration

Create and save a new report instance

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6 In the Distribution section, do the following:

Generate on-demand report instances

TIP For Interactions and Analytics reports, to view unmanaged report

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