Reports
Report Concepts and Terminology
28
Insight CTX Supervisor Guide 04/03
Filters
The standard items that make up a report template tend to analyze your call center
from one point of view only. For example, consider the DID Traffic Report and the
Agent Traffic Report. These two reports analyze DID traffic and the associated agent
traffic in isolation.
What if your call center is set up to route a series of DID numbers to the same group of
agents? To obtain the performance of each agent on a per DID basis you need to attach
report filters to the report items. In this example you could either create a series of
DID traffic reports, each filtered to a different agent, or you could create a series of
agent traffic reports each filtered to a different DID number.
A report filter is made up of a logical combination of filter elements. Each report item
within a report template can have a different report filter attached to it if necessary.
A typical report using filters is an Abandoned Call Report. Abandoned Calls are
shown in a Line or Line Group Report. Adding a filter for one or more Queues, show
Abandoned Calls for that group(s).
Table 5
shows the filter elements that are
supported.
Summary of Contents for Strata CTX Insight CTX
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Page 8: ...Contents Chapter 5 Alarms iv Insight CTX Supervisor Guide 04 03 ...
Page 12: ...Introduction Related Documents and Media viii Insight CTX Supervisor Guide 04 03 ...
Page 74: ...Reports Using MIS Reports to Improve Performance 62 Insight CTX Supervisor Guide 04 03 ...
Page 92: ...Alarms View Alarms 80 Insight CTX Supervisor Guide 04 03 ...
Page 104: ...Glossary Report Terminology 92 Insight CTX Supervisor Guide 04 03 ...
