uptivity discover reporting manual, v5.6

UPTIVITY DISCOVER REPORTING

MANUAL, V5.6

April 2015 www.incontact.com

UPTIVITY DISCOVER REPORTING MANUAL, V5.6

Version: 5.6

Revision: April 2015

About inContact: inContact (NASDAQ: SAAS ) is the cloud contact center software leader, helping organizations around the globe create high quality customer experiences with a complete workforce optimization portfolio (WFO). Uptivity WFO is part of the inContact portfolio and is a comprehensive WFO solution offering a powerful choice of deployment options. The portfolio also includes the WFO Suite powered by Verint

®

, ECHO ™ Customer Feedback Survey, inView ™

Performance Dashboard. inContact is the only provider to combine cloud software with an enterprise-class telecommunications network for a complete customer interaction solution. Winner of Frost & Sullivan 2012 North

American Cloud Company of the Year in Cloud Contact Center

Solutions, inContact has deployed over 1,300 cloud contact center instances. To learn more, visit www.inContact.com

.

Copyright: ©2015 inContact, Inc.

Disclaimer: inContact reserves the right to update or append this document, as needed.

Contact: Send suggestions or corrections regarding this guide to [email protected]

.

Introduction

Table of Contents

Introduction .............................................................................................. 10

Audience .................................................................................................. 10

Goals ....................................................................................................... 10

Assumptions ............................................................................................. 10

Need-to-Knows ......................................................................................... 10

What’s New in this Version ......................................................................... 11

Reporting Basics ....................................................................................... 12

Common Report Criteria Overview ............................................................... 12

Start Date ............................................................................................. 12

End Date ............................................................................................... 12

Group ................................................................................................... 12

Call Direction ......................................................................................... 12

Period Type ........................................................................................... 13

Year ..................................................................................................... 13

Period ................................................................................................... 13

Form .................................................................................................... 13

Agents .................................................................................................. 13

Tag Category ......................................................................................... 13

Status/Active ......................................................................................... 14

Date Type ............................................................................................. 14

Users .................................................................................................... 14

Report Type ........................................................................................... 14

Uptivity Discover Reporting Manual, v5.6 3

Introduction

Section ................................................................................................. 14

Failure Type........................................................................................... 14

Month ................................................................................................... 15

Periods ................................................................................................. 15

Common Report Tasks ............................................................................... 15

Navigate Report Pages ............................................................................ 15

Navigate Report Details ........................................................................... 15

Resize the Report Display ........................................................................ 15

Search within a Report ............................................................................ 16

Refresh the Report Display ...................................................................... 16

Print a Report ........................................................................................ 16

Sort Records within a Report ................................................................... 16

Save and Export a Report ........................................................................ 17

Working with Printable Reports ................................................................ 18

Printable Reports Overview ......................................................................... 18

Filter the Printable Report List ..................................................................... 19

Generate a Printable Report ........................................................................ 19

Save Printable Report Criteria ..................................................................... 20

Call Reporting Reports Overview ................................................................. 21

Agent Call Summary ............................................................................... 21

Assigned Agents Report .......................................................................... 22

Call Recording Detail ............................................................................... 23

Duplicate ANI Report .............................................................................. 24

4 Uptivity Discover Reporting Manual, v5.6

Introduction

Group Membership Report ....................................................................... 25

QA Reporting Reports Overview .................................................................. 26

Agent QA Summary ................................................................................ 27

Agent Ranking by Period ......................................................................... 28

Agents Needing Evaluation Detail ............................................................. 29

Agents Needing Evaluation Summary ........................................................ 30

Blank QA Form ....................................................................................... 31

Call Evaluation Detail .............................................................................. 32

Completed QA Form ............................................................................... 33

Critical Question Detail ............................................................................ 34

Critical Question Summary ...................................................................... 35

Evaluation List Report ............................................................................. 36

Evaluator QA Summary ........................................................................... 37

Form and Section Failures Report ............................................................. 38

Group QA Summary................................................................................ 39

Group Summary by Month ....................................................................... 40

Group Summary by Period ....................................................................... 41

Multiple Evaluations Summary ................................................................. 42

QA Agent Periodical Trending Report ......................................................... 43

QA Agent Trending Report ....................................................................... 44

QA Form Trending Report ........................................................................ 45

QA Group Periodical Trending Report ........................................................ 46

QA Group Scorecard ............................................................................... 47


Introduction

QA Group Trending Report....................................................................... 48

QA Pending Acknowledgment ................................................................... 49

QA Summary by Form............................................................................. 50

QA Summary by Question ....................................................................... 51

QA Summary by Section ......................................................................... 53

Quality Assurance Detail ......................................................................... 54

Weighted QA Group Periodical Trending Report .......................................... 55

QA Calibration Reporting Reports Overview .................................................. 56

Obtain a QA Form ID .............................................................................. 56

Calibration Evaluator Comparison Report ................................................... 57

QA Calibration Trending Report ................................................................ 59

Working with System Reports ................................................................... 61

System Reports Overview .......................................................................... 61

Disk History .............................................................................................. 62

System Activity Summary .......................................................................... 63

System Usage ........................................................................................... 64

IP Phone Status ........................................................................................ 65

License Information ................................................................................... 66

System Status .......................................................................................... 67

Transcoder Status ..................................................................................... 68

Audit Report ............................................................................................. 69

Working with Ad Hoc Reports ................................................................... 71

Ad Hoc Reports Overview ........................................................................... 71


Introduction

Ad Hoc Report Builder ............................................................................. 72

Ad Hoc Report Structure ......................................................................... 73

Chart Types in Ad Hoc Reports ................................................................. 77

Ad Hoc Report List .................................................................................. 78

Create a New Ad Hoc Report ....................................................................... 78

Save Ad Hoc Report Criteria ....................................................................... 79

Edit Existing Ad Hoc Reports ....................................................................... 79

Generate an Ad Hoc Report ........................................................................ 80

Publish an Ad Hoc Report ........................................................................... 81

Discover Ad Hoc Reports Reference ............................................................. 81

Analytics Report Types ............................................................................ 81

Audit Report Types ................................................................................. 85

Call Recording Report Types .................................................................... 88

Quality Assurance Report Types ............................................................... 90

Survey Report Types .............................................................................. 95

Clarity Ad Hoc Reports Reference ................................................................ 97

ACD Call and Agent Data Report Types ..................................................... 97

Agent Leave/PTO Report Types .............................................................. 100

Shift Report Types ................................................................................ 101

Sample Ad Hoc Reports ............................................................................ 102

Audit Report > Superuser ...................................................................... 102

Audit Report > Modified Users................................................................ 102

Audit > Group Membership .................................................................... 102


Introduction

Audit > User Role Assignments .............................................................. 103

Audit > Role: Permissions ..................................................................... 103

Call Recordings > User Fields ................................................................. 103

Call Recordings > Total Hold Time .......................................................... 103

Call Recordings > Calls from Particular Area Codes ................................... 104

Quality Assurance > Agent QA Summary ................................................. 104

Quality Assurance > QA Score and Survey Score Comparison .................... 104

Quality Assurance > QA Form Score Relation to Library Items/Training ....... 104

Survey > Call Recording/Agent/Survey Score .......................................... 105

Working with Report Tools ...................................................................... 106

Report Subscriptions Overview .................................................................. 106

Subscription Delivery Methods ............................................................... 107

Load the Report Subscriptions Page ........................................................... 107

Create a Report Subscription .................................................................... 108

Set Email Delivery Options .................................................................... 109

Set Windows File Share Delivery Options ................................................. 109

Set Schedule Options ............................................................................ 110

Manage Report Subscriptions .................................................................... 110

Sort the Report Subscriptions List........................................................... 110

Edit Report Subscriptions Settings .......................................................... 110

Delete Report Subscriptions ................................................................... 111

Shared Schedules Overview ...................................................................... 111

Load the Shared Schedules Page ............................................................... 111


Introduction

Create a New Shared Schedule ................................................................. 111

Manage Shared Schedules ........................................................................ 112

Sort the Shared Schedules List .............................................................. 112

Edit a Shared Schedule's Settings........................................................... 112

Delete Shared Schedules ....................................................................... 112

Pause/Resume a Shared Schedule .......................................................... 112

Report Library Overview ........................................................................... 113

Load the Report Library ........................................................................... 113

Manage the Report Library ....................................................................... 113

Execute a Report from the Report Library ................................................ 113

Delete Saved Criteria from the Report Library .......................................... 113

Document Revision History ..................................................................... 114


Introduction

Introduction

Audience

This document is designed for users of the Reporting module in Discover. This module enables authorized users to generate and save or print reports as well as find real-time data about the system.

Readers should have a basic level of familiarity with contact center concepts, usage of a PC and its peripherals, the Windows operating system, and the Discover Web

Portal.

Goals

The goal of this document is to provide knowledge, reference, and procedural information necessary to use the Reporting module. The document is NOT intended as a specific system or network design document, nor is it designed to educate the reader on contact center concepts or best practices.

Assumptions

This document assumes that Uptivity Discover has been installed and integrated with your PBX if applicable. It also assumes that your application administrator has configured the application for use based on your business rules and environment.

Need-to-Knows

The Uptivity Discover User Manual contains general knowledge and procedures related to using the Web Portal, and may prove a helpful reference.

Due to the differences in how dates are handled in American and British English,

Discover supports only en-US for reporting.

Discover allows administrators to customize field names and terminology in the

Web Portal to fit your unique environment. Therefore, screen examples and field names used in this manual may differ from those seen in your implementation.

Tasks described in this manual may be limited by permissions. If you need to perform a task and are unable to do so, see your supervisor or Discover WFO administrator.


Introduction

Several Discover features use menus and other windows that may be considered as

“pop-ups” by some browsers. inContact recommends that you configure your browser to allow pop-ups for the Discover site.

Discover supports standard Windows methods for selecting multiple items in a list: press and hold the Shift key while clicking to select consecutive items or press and hold the CTRL key while clicking to select non-consecutive items.

In some cases, Discover provides more than one way to accomplish a task or access a feature. The procedures in this manual explain the primary method, but also note the Alternative where applicable.

What’s New in this Version



Derived audio tags are now available for display and filtering in call recording ad hoc reports (previously they were available only with the optional Uptivity

Speech Analytics module). See Call Recording Report Types .



A new category of reports has been added to the support the Calibration feature in Discover QM. Calibration-related parameters are also available for ad hoc

reporting. See QA Calibration Reporting Reports

and Quality Assurance Report

Types .


Reporting Basics

Reporting Basics

Common Report Criteria Overview

Discover offers a variety of reports "out of the box" (see Working with Printable

Reports

) and also enables users to create their own reports (see Working with Ad

Hoc Reports ). Both printable and ad hoc reports can be refined using a variety of

criteria. These criteria can include date ranges, user or agent selections, and other data fields depending on the report type. Not all criteria are available for every report type.

This section provides an explanation of the available criteria items and instructions

for defining each item. For related information, see Generate a Printable Report or

Generate an Ad Hoc Report .

Start Date

To select the start of the date range from which reporting data will be pulled:



Click the calendar icon located to the right of the field, or type the date into the field.

End Date

To select the end of the date range from which reporting data will be pulled:



Click the calendar icon located to the right of the field, or type the date into the field.

Group

To narrow the scope of the report to one or more Discover Groups:



Click the desired group (or All) in the list.

Call Direction

To narrow the scope of the report based on the directionality of the call:



Click the desired call direction (All, Incoming, Outgoing, or Unknown) in the the list. Unknown means that Discover was not able to identify the directionality of the recorded contact.


Period Type

Reporting Basics

To narrow the scope of the report by selecting a period of time:



Click desired time period (Week, Month, Quarter, or Year) in the list.

Year

To narrow the scope of the report by selecting the year:



Click the desired year in the drop-down list.

Period

The Period field is used with the Period Type, and option will vary based on what you select in the Period Type drop-down list. For example, if you select the Period

Type of Month, the Period options will be the months of the year. If the Period Type is Quarter, the Period options will be 1–4.

To select the period:



Click the desired period in the drop-down list.

Form

Available options are forms that have been built in your system and that have either active or inactive (disabled) status. To narrow the scope of the report to one or more specific QA evaluation forms:



Click one form (or All) in the list.

Agents

To narrow the report to specific agent(s):



Click one agent (or All) in the list.

Tag Category

This item is only used in conjunction with Uptivity Speech Analytics. To narrow the report to one or more particular tags:



Click one Tag (or All) in the list.


Reporting Basics

Status/Active

To narrow the scope of the report based on the status of agents:



Click the desired status (Active, Inactive, or All) in the drop-down list.

Date Type

Call Date is based on the date the call was recorded in the system. Evaluation Date is based on when the recorded contact was evaluated in the system. To specify which of these data sets you want to use for QA reporting:



Click Call Date or Evaluation Date.

Users

To narrow the scope of the report to one or more specific user(s):



Click one user (or All) in the list.

Report Type

This item is typically available for reports that offer drill-down capability, to access the additional data that supports the cumulative view of the data. To select the type of report to generate:



Click the desired report type (Agent, Form, Section, and Question in the drop-down list.

Section

The Sections criteria item is used in conjunction with the Form criteria item and selections reflect the sections created for a QA evaluation form. To narrow the scope of the report by section:



Click one section (or All) in the list.

Failure Type

Used on the Form and Section Failures Report only. To narrow the scope of the report:



Click the desired Failure Type (Form, Section, or Any) in the drop-down list.


Month

To select the starting month for your report:



Click the desired month in the drop-down list.

Reporting Basics

Periods

The Periods drop-down list is used in conjunction with the Month criteria item. After you have set Month:



Click the number of months you want to include in the report (1-12) in the dropdown list.

Common Report Tasks

The following tasks are common to both printable reports and ad hoc reports.

Navigate Report Pages

Once your have generated a report, you can use the navigation bar to move back and forth across appropriate report pages. The single arrow to the right takes you forward one page and the single arrow to the left takes you back one page. The arrow/line to the right takes you to the last page of your report and the arrow/line to the left takes you to the first page in your report.

Navigate Report Details

Some reports provide additional details in related reports. When you view a generated report, the mouse pointer turns to a hand if an item in a report has additional detail. The arrow allows you to go up one level if you have "drilled down" into a report.

Resize the Report Display

You can use the zoom menu to format the size of the report output in your browser window.

This feature is only supported in Internet Explorer. This is a limitation of Microsoft ReportViewer web server controls.


Reporting Basics

Search within a Report

To find specific text or values within the report:



Enter the desired value in the field and then click

Find. To view subsequent matches, click Next.

Refresh the Report Display

To reload the report display after you make any formatting changes:



Click the Refresh icon.

Print a Report

To bring up Windows print controls with standard print options:



Click the Print icon.

The Print feature is only supported in Internet Explorer. This is a limitation of

Microsoft ReportViewer web server controls.

Sort Records within a Report

Data records on some printable reports, as well as on simple and summary table ad hoc reports, can be sorted. In the example shown here, the records are sorted by the Phone ID as indicated by the icon. To sort in ascending order (A-to-Z):



Click the top triangle by a column label.

To sort in descending order (Z-to-A):



Click the bottom triangle by a column label.

To clear any sorting, Refresh the Report Display .


Save and Export a Report

Reporting Basics

To export and save a report:

1. Click the Export icon.

2. Select the desired format from the drop-down list of supported formats.

3. Open and/or save the report as prompted by your web browser.

Some reports display clickable links to call recording files or other information.

These links will not work in exported versions of the report.


Working with Printable Reports

Working with Printable Reports

Printable Reports Overview

Printable reports are pre-designed reports included with your Discover system. The

Reporting tab in the Discover Web Portal gives you access to the Quick Links pane, which shows the most commonly-used printable reports in each category.

If your installation includes Uptivity Speech Analytics and/or Survey, you will see

Printable Reports for those modules; these reports are discussed in their respective administration guides.

The System Reporting category of Printable Reports includes reports typically

viewed onscreen by the Discover administrator; see Working with System Reports

for more information.

Alternatively, you can view a Report List that provides the name, description, and creation date for each report in the chosen category.

For more information on

accessing printable reports, see Generate a Printable Report .


Filter the Printable Report List


The Filter field allows you to search within the displayed category for a particular report based on the name of the report or on a keyword. For example, "Agent" entered as a keyword filter on the QA Reports list will bring up all QA reports with

"agent" in either the report name or description. To filter the list:



Enter the report name or a keyword in the Filter field and then click Search.

Generate a Printable Report

To generate a printable report:

1. Click the Reporting tab in the Discover Web Portal and expand Printable

Reports in the left navigation menu.

Alternative: Click the Reporting tab in the Discover Web Portal, then click the name of the desired report in the Quick List pane and proceed to step 4.

2. Click the applicable report category.

3. Click the name of the report.

4. Set the report criteria (for details, see Common Report Criteria Overview ) or

select a saved criteria set, then click Generate Report.

Alternative: To use a saved criteria set, click the inverted chevron icon in the upper right corner and click the desired criteria set to load those settings, then

edit if needed. For details, see Save Printable Report Criteria

and Report

Library Overview .



Save Printable Report Criteria

To save sets of criteria for reports you generate frequently:

1. Click the Reporting tab in the Discover Web Portal and expand Printable


Alternative: Click the Reporting tab in the Discover Web Portal, then click the name of the desired report in the Quick List pane and proceed to step 4.

2. Click the desired report category and then click the name of the desired report.

3. Click the inverted chevron icon in the upper right corner.

4. Enter a name for the report criteria set in the Search Name field.

5. Select the Public check box if you want others to be able to view your saved criteria and then click Save Search.

Saved criteria sets can be accessed from the associated report when you generate

it. You can also access report criteria from the Report Library (see Report Library

Overview ).


Call Reporting Reports Overview


Discover Call Reporting provides information about calls, such as the ANI and DNIS, and agents, such as the total number of calls that were recorded for an agent over a period of time. This section provides a description and example of each printable report in the Call Reporting category. For more information on running any of these

reports, see Generate a Printable Report .

Agent Call Summary

The Agent Call Summary displays call totals captured in the call recording system. The report displays the number and duration of calls recorded for one or more agents over a period of time. Recording duration may include on-hold and after call work depending on your specific configuration and the recording scripts used. Report results are limited to groups to which you have access.



Assigned Agents Report

The Assigned Agents Report displays Active, Inactive, or All agents who are currently in the database, along with their System ID, Username (System

Username), and Phone ID. An agent is Active if the Agent option has been enabled in the agent profile. An agent is inactive if the Agent option was selected at one point and that option is now cleared.

Ability to view agent information other than your own is limited to permissioned users. Ask your Discover administrator if you need to view information for other agents and are unable to do so.


Call Recording Detail


The Call Recording Detail report displays call metadata for your selected agent(s) over a period of time. The report provides the Record ID number along with

Discover Group, Skill group, ANI, DNIS, recording date and time, call duration, and

Device ID. If your organization uses custom field names, those names will be shown instead of the default names listed here. Report results are limited to groups to which you have access.



Duplicate ANI Report

The Duplicate ANI Report displays call metadata information for repeat calls into your organization from the same phone number over a period of time. If the same

ANI has called into your location multiple times over your selected timeframe, you will see the result listed below. This can be useful for determining whether a specific customer or company calls you on a regular basis.


Group Membership Report


The Group Membership Report displays Active, Inactive, or All agents in a particular group, along with their Phone ID. Report results are limited to groups to which you have access, even if you select All.



QA Reporting Reports Overview

Discover QA Reports allow you to trend and track the performance of your agents, analysts, and groups as part of your quality management program. The various QA reports give insight into critical areas such as calibration, trending, and team performance. QA reports also serve as extremely powerful coaching tools to help close knowledge gaps, as identified through the evaluation of calls and as shown through reporting.

QA Reporting is based on the evaluations that your quality assurance (QA) team has performed. These reports require that one or more QA evaluation forms be created. The way that forms are created affects and impacts the reporting data you are able to see in this category of reports. For more information on creating QA forms, refer to the Uptivity Discover QM Manual.

This section provides a description and example of each printable report in the QA

Reporting category. For more information on running any of these reports, see

Generate a Printable Report .


Agent QA Summary


The Agent QA Summary displays the QA performance of selected Group(s) or

Agent(s) over a period of time. The Report Type criteria item lets you specify the level of detail: Agent, Form, Section, and Question. When you view the report onscreen, you can drill down to lower levels of detail.

In the example below, Report Type was set to Section, and you can drill down to

Question-level results by clicking a section label. Report results are limited to groups to which you have access, even if you select All.



Agent Ranking by Period

The Agent Ranking by Period report compares an agent's QA performance from one time period to another: week to week, month to month, quarter to quarter, or year to year. The last column in the report ranks agents in your system from 1–X.

Positive trending is shown with a green arrow and negative trending with a red arrow. Report results are limited to groups to which you have access, even if you select All.


Agents Needing Evaluation Detail


The Agents Needing Evaluation Detail report helps you determine agents who may be due for evaluation. The report displays the Agent name, all Discover

Group(s) to which they belong, any Forms associated with those groups, any possible Users who could serve as Evaluator, and the date the agent was Last

Evaluated. You can filter results by any of these displayed items, as well as by whether agents are Active or Inactive and by a Last Evaluated Before date. Report results are limited to groups to which you have access, even if you select All.



Agents Needing Evaluation Summary

The Agents Needing Evaluation Summary displays the same information as the

Agents Needing Evaluation Detail report, but only shows one entry per agent

regardless of the number of Discover Groups to which they belong. Report results are limited to groups to which you have access, even if you select All.


Blank QA Form


The Blank QA Form report displays a blank version of a specific QA evaluation form. Report results are limited to groups to which you have access, even if you select All.



Call Evaluation Detail

The Call Evaluation Detail report shows detailed results on a completed QA evaluation based on your selection criteria. Metadata information is shown at the top, followed by a section- and question-level breakdown of the form with individual responses. Report results are limited to groups to which you have access, even if you select All.


Completed QA Form


The Completed QA Form report displays scoring data for a specific QA evaluation, and is automatically generated when you print a QA Record via Search QA

Evaluations on the Coaching tab. Enter the QA Record ID to generate the report.

Report results are limited to groups to which you have access. All comments by agents, evaluators, and arbitrators appear at the bottom of the report.



Critical Question Detail

The Critical Question Detail report provides detailed insight as to how each agent has scored on the Critical question on all evaluated calls. Report results are limited to groups to which you have access, even if you select All.


Critical Question Summary


The Critical Question Summary shows a summary of the Critical question as a whole. Report results are limited to groups to which you have access, even if you select All.



Evaluation List Report

The Evaluation List Report generates a list of QA evaluations performed within the specified time period. The report provides a means of tracking the evaluation process and the scoring of evaluations. Report results are limited to groups to which you have access, even if you select All.


Evaluator QA Summary


The Evaluator QA Summary displays results of one or more evaluator's QA performance over a selected period of time. It can be used to calibrate scoring practices among evaluators to ensure consistent and fair scoring. The initiallygenerated report is a high-level comparison, but you can drill down for more granular detail. Report results are limited to groups to which you have access, even if you select All.



Form and Section Failures Report

The Form and Section Failures Report displays critical failure points in one or more forms over a selected period of time. The top section shows a summary of the total number of form and/or section failures per agent; the lower section supplies the detail of the failure(s). Report results are limited to groups to which you have access, even if you select All.


Group QA Summary


The Group QA Summary displays performance of one or more team(s) on one or more form(s) over a period of time. You can drill down for more granular data on

Report Type (Group, Form, Section, and Question). Report results are limited to groups to which you have access, even if you select All.



Group Summary by Month

The Group Summary by Month report displays performance of one or more team(s) on one or more form(s), charted over a certain number of months based on the end Month you select. Choosing a Report Type of Month shows total data for each month. Choosing a Report Type of Group shows evaluation data by

Discover Group for each month. Report results are limited to groups to which you have access, even if you select All.


Group Summary by Period


The Group Summary by Period report displays performance of one or more team(s) on one or more form(s), charted over a certain number of periods (week, month, quarter, or year). This time period begins with the date or period selected in the Period Name field and looks backward over the specified number of periods.

Report results are limited to groups to which you have access, even if you select

All.



Multiple Evaluations Summary

The Multiple Evaluations Summary displays the last 12 evaluations conducted on a selected agent and form, based on a selected end date. Agent ID, Supervisor ID, and Form ID are required fields. Overall Average % is the average score of all evaluations done using the selected form regardless of agent or evaluator.

Average Score for this Form % is the total average of the last 12 evaluations performed using the selected form, by the selected evaluator, for the selected agent. Individual percentages in the Overall Percentage column are Section totals. Individual question Totals are for the last 12 evaluations performed on the selected form, by the selected evaluator, for the selected agent.


QA Agent Periodical Trending Report


The QA Agent Periodical Trending Report summarizes an agent's performance over a selected period of time. This time period begins with the date or period selected in the Period Name field and looks backward over the specified number of periods. The reporting period can be daily, weekly, monthly, quarterly or yearly.

This sample report shows September, 2010 through February, 2011.

Performance can be shown on a per-form basis as well as for selected agents, groups or users. Report results are limited to groups to which you have access, even if you select All.



QA Agent Trending Report

The QA Agent Trending Report summarizes an agent's performance on a particular form over a period of time. Performance can be broken down on a section-by-section, and question-by-question basis, depending on how the QA evaluation form was created. Report results are limited to groups to which you have access, even if you select All.


QA Form Trending Report


The QA Form Trending Report displays total quality performance on a particular

QA evaluation form over a period of time.



QA Group Periodical Trending Report

The QA Group Periodical Trending Report displays performance of one or more group(s) on one or more form(s) over a period of time. This time period begins with the date or period selected in the Period Name field and looks backward over the specified number of periods. The reporting period can be daily, weekly, monthly, quarterly or yearly. This sample report shows September, 2010 through February,

2011. Data is broken down by section.


QA Group Scorecard


The QA Group Scorecard displays a group-by-group comparison of results for a

QA evaluation form, at a question level, based on a period of time.



QA Group Trending Report

The QA Group Trending Report displays a group-by-group comparison of results for a QA form, at a per-question level. Data is compared daily, weekly, monthly, or yearly based on your selections for a specific period of time.


QA Pending Acknowledgment


The QA Pending Acknowledgment report displays a list of unacknowledged QA evaluations on an agent-by-agent and form-by-form basis. This report is only needed if you use the Acknowledgment-only or Acknowledgment and Arbitration workflows. For more information, see the Uptivity Discover Quality Management

Manual.



QA Summary by Form

The QA Summary by Form report displays performance on one or more QA evaluation forms over a period of time. You can drill down into the report for additional details.


QA Summary by Question


The QA Summary by Question report displays performance on a QA evaluation form's individual questions over a period of time. You can drill down into the report for additional details.




QA Summary by Section


The QA Summary by Section report displays performance on a QA evaluation form's sections over a period of time. You can drill down into the report for additional details.



Quality Assurance Detail

The Quality Assurance Detail report shows individual responses to each question in a completed QA evaluation, based on the Call ID. The specific call graded in the evaluation can be played back by clicking on the Call ID hyperlink. This hyperlink functionality will not work in exported versions of the report.


Weighted QA Group Periodical Trending Report


The Weighted QA Group Periodical Trending Report displays group-by-group comparisons of quality results at the section level of a form over a period of time.

This time period begins with the date or period selected in the Period Name field and looks backward over the specified number of periods. The reporting period can be daily, weekly, monthly, quarterly or yearly. In the example shown here, the report includes the six months from September, 2010 through February, 2011.

Data is broken down section by section.



QA Calibration Reporting Reports Overview

Calibration is a process that helps ensure all evaluators in your organization score calls consistently and fairly, following any established standards, rules, and best practices. When agents receive feedback and direction based on consistent scoring, the results include higher-quality customer service, reduced agent confusion and frustration, and improved employee morale. Discover supports the calibration process by means of calibration evaluations. For more information on calibration, see the Uptivity Discover Quality Management Manual.

QA Calibration Reporting is based on the calibration evaluations that your quality assurance (QA) team members have performed. Scores associated with calibration evaluations are not included in regular QA Reporting reports, and vice versa. The following reports are available in calibration-specific versions:



Agent QA Summary



Evaluator QA Summary



Group QA Summary

The Calibration Report lets you view the details of one or more completed

calibration evaluations. It is the calibration-specific equivalent of the Call Evaluation

Detail report.

There are also two reports that are only available in QA Calibration Reporting. This section provides a description and example of these printable reports. For more

information on running any of these reports, see Generate a Printable Report .

Obtain a QA Form ID

To generate the Calibration Evaluator Comparison Report , you must provide the

Form ID for the QA form used by the evaluators. This is a numeric value used to identify the form in the Uptivity WFO database. To obtain the Form ID:

1. Click the Coaching tab in the Discover Web Portal and expand Quality

Assurance in the left navigation menu.

2. Click Manage Forms and then click Filter to see a list of all QA forms.

3. Click Edit for the form used in the calibration evaluations.

The QA Form ID (in this case, 49) is shown in the URL for the Edit page.


Calibration Evaluator Comparison Report


The Calibration Evaluator Comparison Report allows you to see, on a sectionby-section and question-by-question basis, how each participating evaluator scored the designated call. Depending on the number of questions on the form, and the number of evaluators, this report may run to several pages in length for a single calibration evaluation.

In the sample report shown here, a group of four evaluators has completed a calibration evaluation for the same call (Call ID 1825).




QA Calibration Trending Report


The QA Calibration Trending Report details performance of one or more evaluators on one or more QA evaluation forms over a period of time. The report is organized by evaluator and then by form. Performance can be further broken down on a section-by-section, and question-by-question basis, depending on how the QA form was created.

This report can be used to monitor how the evaluator scores calls before and after calibration-related coaching. Because the report can include all evaluations, it is not meant to monitor trends only in calibration evaluations.




Working with System Reports

Working with System Reports

System Reports Overview

Your Discover system offers system reporting options in two areas. The System

Reporting section under Printable Reports provides historical data that relates to usage of the Discover software and the status of the system and software.

System Reports provides a number of non-printable reports, which have data that is not suitable for printing or exporting. These reports are usually interactive, and often provide real-time updates to the user.

Both categories of reports are explained in this section, with the printable reports first.



Disk History

The Disk History Report displays historical disk usage in MB for recording data over a range of days. Results are displayed in both line chart and list format.

Multiple drives are distinguished by differently-colored lines.


System Activity Summary


The System Activity Summary displays the actions performed in Discover by one or more specified users during a given date range. The report is separated into different sections for each date in the range that has activity. Actions such as login/logout, call playback, call deletions, and QA functions are all tracked with this report.



System Usage

The System Usage report displays total time a user was logged into the system based on the specified time range.


IP Phone Status


The IP Phone Status report shows the status of all IP phones detected on the network for passive VoIP integrations. The report shows the device extension number, the device IP address, the voice board number the device was detected by, the confidence level of the detection, and the date/time the device was detected on the network.

This report is useful when verifying that all phones are ready to be recorded on the network. The report automatically updates the list every 5 seconds. It can also be exported into a CSV file by clicking the Export button at the top-right corner of the report. Confidence indicates Discover’s certainty that the voice port is actually assigned to the IP address. Confidence can be:



(1) No Confidence



(2) Best Guess



(3) Parsed: Somewhat confident. A Discover script has detected the port value based on agent’s entry of digits when logging into the phone.



(4) Phone Registered: Very confident. The telephony system has provided the port/address combination to Discover.



(5) Static Entry: The port/address has been entered in the IP Phones list section of the Recorder Settings menu on Discover's Administration tab.



License Information

The License Information report shows in real time whether the system is currently licensed for recording and other features. It displays the License ID number, the expiration date (if applicable), and the number of channels for which the system is licensed for each feature.

The "Licensed Insight Seats" and "Licensed to Brand Insight" items refer to an

Uptivity Discover module known as Insight and later as Discover Toolbar. This module is no longer offered but may be present in some legacy deployments.

This report shows licenses for the server that hosts the Web Portal. If you have other recording cores on different servers, those licenses will not be checked or included in this report.


System Status


This report shows the current call channel and agent activity on the system, which can be useful when investigating why users are logged in but not recording.

In some cases, a user may log in on multiple computers or browsers, and then log out of one session while still working in the other. The Logged In Users table may not correctly reflect each of these logins/logouts.



Transcoder Status

The Transcoder Status report gives a near real-time display of what audio files are being processed by the Transcoder module. This is useful in verifying the proper operation of the Transcoder. The list displays the last 10 Completed Records, In-

Progress Records and Failed Records in separate sections. The list automatically refreshes every five seconds

For both completed and failed records, the Source column displays the names of the raw audio files, and the Destination column lists names of the files that have been successfully transcoded. For Failed Records, the report also shows the date/time of the last transcoding attempt, when the next attempt will take place, the number of attempts that have been made, and the current status of the process.


Audit Report


The Audit Report displays the log of specific actions taken by each user in the system during a specified date range. Auditing is controlled by the system; you cannot change what is audited. Use the Log Type list to search for specific events or actions performed by a user, such as Login, Logout, or Change Password.

Search fields available for customizing the Audit Report include:



User: Select the desired user from the drop-down list, or choose All.



Log Type: Select the desired log types from the drop-down list of events that are logged, or choose All.



Component or Page: In the open-entry text box, enter either a Discover component name or HTML page. See examples in the Component column of the image in this section.



IP Address: In the open-entry text box, enter the address of the user whose action caused the event.



ID of Related Object: Call records and audio recordings are stored in the

Discover systems as objects with ID numbers. Some event types (for example,

Call Playback) can therefore include this number as a criterion, and you can enter it in the open-entry text box. Other event types (for example, Login or

Changed Password) will not have any related objects.





Message Text 1/2/3: Enter search criteria in the open-entry text box. Audit messages consist of one to three parts. Each part contains different text. After a list of events is retrieved, review the messages to find which events are useful.

Pick the appropriate keywords and enter them in the Message Text fields.

Determining which words appear in which field involves some trial and error, and it may be helpful to use the Starts with, Ends with, Contains and Does

not contain operators when setting up criteria.



Start Time/End Time: Use the date selectors to enter the start and end of the time range for the report. Audit records are written to the database and do not expire. They remain available for reporting for the life of your system (barring any database issues that result in data loss).


Working with Ad Hoc Reports

Working with Ad Hoc Reports

Ad Hoc Reports Overview

Ad hoc reporting enables you to analyze data and create custom, reusable reports.

Users control what data is included in a report and how that data appears. Up to ten users can simultaneously use the ad hoc reporting feature in Discover.

Benefits of this feature include:



Insight into previously unknown trends and relationships between processes, resources, and other data sources via data analysis.



More useful reports customized to a user's data and information requirements.



Flexibility to revise reports as data and needs change.

By default, the number of data rows returned by any ad hoc report is limited to

30,000. This can be changed by your Uptivity Discover deployment team or after deployment by Uptivity Discover Support. A warning message is displayed when results exceed this limit. There is also a 30-second time-out in the report builder.

These safeguards prevent you from generating reports that would bog down the system when requesting large amounts of data. If the retrieved information is incomplete, try redefining search criteria or redesigning the report. There is no time-out associated with report rendering.

Ad hoc reports creation and management is limited to permissioned users. In addition, you will only see report types to which you have permissions. If you need to work with ad hoc reports and are unable to do so, contact your Discover administrator.

For ad hoc reports, group-level permissions are not applied. This means that results will show all data relevant to the query regardless of the groups to which you have access. With standard, printable Discover reports, such permissions are applied.

This difference is by design. The typical ad hoc user would be a report administrator or a one of a select group of users (for example, middle management), not a standard supervisor or QA analyst.

Procedures for creating ad hoc reports in Uptivity Clarity WFM are different from those in Discover. For information on Clarity ad hoc reporting, refer to the Uptivity

Clarity WFM User Manual.



Ad Hoc Report Builder

This image shows an Ad Hoc Report Builder screen in which a Call Recording report is being built using the Summary Table layout and the RDL format.

Ad hoc reports are created and edited in the Ad Hoc Report Builder, which displays once you have selected the desired report category. This is the core of ad hoc reporting, and allows you to specify a report's custom criteria, display elements, format elements, and layout. These items may differ depending on the report category and layout you select.

The Report Builder collates data that can be used to create multiple instances of a report using different report criteria values (for example, date ranges). It can be used to generate any of the printable reports with specific items added or removed.

The end results are:



A collection of RDL/HTML data that defines the report columns, layout, and report criteria parameters.



Report criteria values data for the report.

The procedure for building an ad hoc report is the same for each report category.

For example, a call recording ad hoc report is built using the same steps as those for creating a QA ad hoc report.

To build a new report, see Create a New Ad Hoc Report . To edit an existing report,

see Edit Existing Ad Hoc Reports .


Ad Hoc Report Structure


All ad hoc reports use the same basic structure, and offer the same options for layout and formatting. Layout and format choices are made using drop-down lists at the top of the Ad Hoc Report Builder window. There are three layout options:

Simple Table, Summary Table and Matrix Table. There are two reporting format options: RDL and HTML. These layout and format options are discussed later in this section.

Reports are built by dragging fields from the Fields area to the Report Structure and/or Criteria areas. If your organization uses custom field names, these names will be shown in the Report Builder. However, changes to these names on the

Terminology page will not appear in the ad hoc reporting pages immediately. The

Discover web application pool in IIS must be recycled in order for the changes to appear.

When you see a downward arrow next to a field label in the Report Structure area, there may be additional reporting options for that field. These options vary depending on the data type, but include Column Average, Column Count, and

Column Sum. The results are totaled per summary group, and per total of all groups at the bottom. This data is also used to generate charts (for related

information, see Chart Types in Ad Hoc Reports ).

In the Report Structure area, you can't duplicate fields within the row or column areas. However, you can use the same field to create both a row and a column if appropriate.

You can rearrange fields by dragging them to a different location within the same area. Fields can't be moved between column and row areas in summary or matrix table reports – you must remove and re-add them. The report data preview will update based on changes you make in the Report Builder.



Simple Tables are basic, list-style reports displaying a single row of fields in the

Structure area. Columns can be rearranged by dragging fields left and right. Charts are not supported.

Summary Tables feature nested, collapsible subcategories/groupings of a grid of fields in the Structure area. Column fields can be dragged left and right to rearrange. Rows can be dragged up and down to regroup data. Lower fields are nested within higher fields. Bar and pie charts are supported.



Matrix Tables measure one or more pieces of information across a period of time.

Fields controlling the information to be measured and the time range are displayed in the Columns area, and are limited to one field in each area per report. Fields that control grouping of that information are displayed in the Rows area. Multiple fields can be dragged, dropped and rearranged to provide for different logical groupings of the information. Bar, pie and line charts are supported. Line charts illustrating large data sets may become difficult to read and use. This example shows average monthly QA percentage score by evaluator over a one-year period.



The RDL report format works with Microsoft SQL Reporting Services and provides export formats of PDF, Microsoft Word, or Microsoft Excel files. Charts are simply laid out, displaying all the information in a non-interactive way. Large reports with pagination can be created. Categories and groupings in RDL reports are expanded by default.

HTML reports and charts are interactive, allowing information to be displayed on mouse-over. Clicking on bars within a chart allows you to drill down into subcategories and see more detailed results. If there are multiple detail levels, clicking through will loop back to the top level. However, this format cannot be exported, does not support pagination, and is limited to displaying only 1000 results. HTML works best as a basic data preview, or for reports that will only be viewed online. Categories and groupings in HTML reports are collapsed by default.


Chart Types in Ad Hoc Reports


The Chart Type area allows you to select a chart to graphically display the data in your report. Available charts depend on the report layouts you select. You will only see icons for charts supported by the chosen layout. Available icons appear in gray; an icon changes to color when selected.

Beneath the icons are fields you can choose to display on the chart, depending on the report layout and data. For summary and matrix table reports, fields in the rows area appear under Summary, while choosing Column Average, Count, or

Sum for columns displays those values under Columns.

For vertical and horizontal bar graphs, you can select multiple data types for both columns and rows. For pie charts and line graphs, you can only select one entity in each of the Summary and Column areas.

For charts that use X- and Y-axes, columns represent what will be X-axis chart labels and rows represent Y-axis chart labels.



Ad Hoc Report List

Once created, your reports can be accessed from the Ad Hoc Report List. The list displays all reports associated with the type of report you select from the dropdown list. In this example, the list shows reports for Call Recording.

The list is sorted alphabetically by report name. You will be able to see any reports that you've created, whether saved as Public or Private, and any reports created by other users and shared as Public. The Saved By column displays the name of the last user to save changes to the report.

Saved reports can be removed from the system by clicking Delete for that report.

Deleting a report removes the saved report and all of its saved search criteria.

Create a New Ad Hoc Report

To create a new report (see related information in Ad Hoc Report Structure and

Chart Types in Ad Hoc Reports ):

1. Click the Reporting tab in the Discover Web Portal and expand Ad Hoc


2. Click the desired report category and then click Create a Report in the upper right corner.

3. Enter a Name for the report as you want it to be displayed in the listing of available reports.

4. Enter a Description if desired (up to 100 characters).

5. Choose a Layout from the drop-down list.

6. Choose a Reporting Format from the drop-down list.



7. Drag the desired Fields into the Report Structure area. To remove a field, click the X on the field label.

8. Set any additional reporting options for individual fields.

9. Drag fields to the Criteria section, select an operator and enter a value.

10.Set Chart Type options if desired.

11.Click Save when your report is complete. If you want to see how the report (and charts, if applicable) will appear when rendered, click Preview.

Save Ad Hoc Report Criteria

When you save a finished ad hoc report, you can also choose whether to separately save the criteria used to build the report. This option allows you to manipulate the criteria separately from the report, and more easily generate the same report for multiple sets of criteria.

For example, you might have a report that is regularly run for one team, but might need to be run for other teams in the future. By saving the criteria, you can easily create multiple versions of the report for the different teams without having to rebuild the entire report. Saving the criteria as public will make the set available to others who build ad hoc reports.

To save the report criteria:

1. Follow the procedure to Create a New Ad Hoc Report .

2. Select the Save report criteria check box in the Save Report dialog box.

3. Enter a Report Criteria Name.

4. Select either Private or Public from the drop-down Access menu.

5. Click Save.

Edit Existing Ad Hoc Reports

Editing a saved ad hoc report can be used to:



Change a report that is being developed and reviewed.



Change a report that has been approved and used but requires changes to meet new or different information needs.



Create a new report from an existing report.



Publish a saved report, which makes it available for use with Report

Subscriptions.



Editing an existing report can cause saved report criteria to stop working. You should use the Save As function to save a new version of the report for editing.

Choosing Save As also lets you save criteria associated with the new version.

If you choose to Save the existing report, Discover applies your changes to the existing report and updates that report with the new name. You cannot save new criteria at this point. To add new criteria or change the operators for existing criteria, you must use Save As to create a new version of the report.

To edit an ad hoc report:



2. Select the desired category of reports.

3. Double-click on the desired report or click the View button at the right end of the report's row in the list.

4. Click Edit.

5. Make any desired changes to the report. For related information, see Ad Hoc

Report Builder .

6. Click Save to update the existing report or Save As to save a new version of the report.

Generate an Ad Hoc Report

Once an ad hoc report has been saved, it can be generated in multiple iterations using different search parameters (for example, date ranges, user names).

To generate an ad hoc report:




3. Double-click the desired report or click the View button at the right end of the report's row in the list.

4. From the Report Builder bar, click Generate Report.

5. Enter your criteria or select an existing set of Saved Search Criteria by double-clicking. You can expand or collapse the Search Criteria and Saved

Search Criteria sections as needed.

6. Click Generate Report.



As with Printable Reports, any clickable links to call recording files or other information will not work in exported versions of the report. For more information

on working with generated ad hoc reports, see Common Report Tasks .

Publish an Ad Hoc Report

Only published reports can be used in Report Subscriptions, but once a report has been published, it can no longer be edited. However, it can be used as the basis for a new report. Clicking the Edit button on a published report launches a pop-up warning to this effect.

To publish an ad hoc report:

1. Click the Reporting tab and expand Ad Hoc Reporting in the left navigation menu.


3. Double-click the desired report or click the View button at the right end of the report's row in the list.

4. From the Report Builder bar, click Publish.

5. Enter a new Name for the report if desired and then click OK.

Discover Ad Hoc Reports Reference

Analytics Report Types

The following entities and fields are available for use in Analytics ad hoc reports.

For more information, refer to the Uptivity Speech Analytics Administration Guide.

If your organization uses custom field names in the Web Portal, those names will be shown instead of default names listed here.

Analytic Tag Group



Tag Group Name: Type search criteria in the open-entry text box.

Analytic Tag



Tag Name: Type search criteria in the open-entry text box.



Effective Start Date: Click on calendar icon to enter search criteria using date selector.



Effective End Date: Click on calendar icon to enter search criteria using date selector.





Status: Reports display as Active or Inactive. Select search criteria from the drop-down list: All, Active, Inactive.



Criteria Name: Type search criteria in the open-entry text box.

Analytic Speech Tag



Phrases: Type search criteria in the open-entry text box.



Target Confidence: Type search criteria in the open-entry text box; numeric values up to two decimal places (for example, 75.36).

Analytic Recording Tags



Tag Text: Type search criteria in the open-entry text box.



Seconds from Start: Indicates when a text tag starts. Type search criteria in the open-entry text box; numeric values only.



Seconds from End: Indicates when a text tag ends. Type search criteria in the open-entry text box; numeric values only.



Audio Channel: Allows for speaker separation when audio is provided in separate channel streams. Only available in certain integrations.



Confidence: Type search criteria in the open-entry text box; numeric values up to two decimal places (for example, 75.36).



Date Recorded: Click on calendar icon to enter search criteria using date selector.



Date Tagged: Click on calendar icon to enter search criteria using date selector.

Call Recording



Call Recording ID: Type search criteria in the open-entry text box; numeric values only.



Caller ID: This is an inbound caller's number (ANI). Type search criteria in the open-entry text box.



Called Number: This is the outbound called number (DNIS). Type search criteria in the open-entry text box.



Device/Port ID: This is the physical device. Type search criteria in the openentry text box.



Agent Number (Device Alias): This number is always associated with the agent, no matter what physical device he/she uses. Type search criteria in the open-entry text box.





Recording Time: This is the date/time the recording occurred. Click on calendar icon to enter search criteria using date selector. Can be used as a Date field in Matrix Table reports.



Call Direction: Reports display as Inbound or Outbound. Select search criteria from the drop-down list of these choices and Unknown.



Duration: Reports display as HH:MM:SS. Enter search criteria in the three provided boxes as hours, minutes, seconds.



Group: This is the ACD/Switch Group. Type search criteria in the open-entry text box.



ACD Gate: This is populated from the ACD with information known by various names (Gate, VDN, Queue, Call Type, and so forth). Type search criteria in the open-entry text box.

Agent



Agent Name: Reports display as Last Name, First Name. Type search criteria in the open-entry text box.



Phone ID: This is the physical device. Type search criteria in the open-entry text box.



Agent Status: Reports display as Active or Inactive. Select search criteria from the drop-down list of these choices and All.



Group: This is the Discover Group name. Select search criteria from the dropdown list of Discover Groups.



Group Status: Reports display as Active or Inactive. Select search criteria from the drop-down list of these choices and All.



Audio Information

Discover applies audio information tags to a recording based on the audio information in the call. The available tags are Silence and Crosstalk. These tags can be accessed through Audio Information or Derived Audio Tags (see the following section). If you want to create a single report that includes both Audio Information and Analytic Tag data, use the Derived Audio Tags group.



Audio Info Type: Reports display as Silence, Crosstalk. Select search criteria from the drop-down list of these choices and All.



Audio Info Start: Indicates when an audio information type starts. Type search criteria in the open-entry text box as number of seconds; whole number values only.



Audio Info Stop: Indicates when an audio information type stops. Type search criteria in the open-entry text box as number of seconds; whole number values only.

Derived Audio Tags



Tag Type: Displays the type of tag (Analytic Recording Tag or Audio Info Tag).

Type search criteria in the open-entry text box. You must type either the entire phrase (for example, “analytic recording tag”) or use the Contains operator to search based on a partial tag type (for example, “audio”).



Tag: For audio info tags, displays either [silence] or [crosstalk]. For analytic recording tags, displays the text of the tag. Type search criteria in the openentry text box. As shown here, the tag values include brackets. Use the

Contains operator to search the value either with or without these brackets (for example, “silence” or “[silence]”.



Start Seconds: Indicates the number of seconds from the start of the recording at which the tag begins. Type search criteria in the open-entry text box as number of seconds; whole number values only.



End Seconds: Indicates the number of seconds from the start of the recording at which the tag ends. Type search criteria in the open-entry text box as number of seconds; whole number values only.


Audit Report Types


The following entities and fields are available for use in Audit ad hoc reports. If your organization uses custom field names in the Web Portal, those names will be shown instead of default names listed here. These considerations apply to Audit ad hoc reports:



If a Role is not assigned to any Users, it will not appear in a report showing user/role assignments.



Auditing is controlled by the system; users cannot change what is audited.



Audit records are written to the database and do not expire. They remain available for reporting for the life of your system (barring any database issues that result in data loss).

User



Last, First Name: Type search criteria in the open-entry text box (for example,

Pond, Amelia).



Username: Type search criteria in the open-entry text box in the format used in your system (for example, apond).



Superuser: Reports display as Yes or No. Select search criteria from the dropdown list of these choices and All.



Agent: Indicates whether individual is or has ever been an agent (that is, has been recorded). Reports display as Never, Current or Former. Select search criteria from the drop-down list of these choices and All.



User Status: Reports display as Active or Inactive. Select search criteria from the drop-down list of these choices and All.



Login Attempts: Type search criteria in the open-entry text box; numeric values only.



Locked: Reports display as Yes/No. Select search criteria from the drop-down list of these choices and All.



User – Created By: Type search criteria in the open-entry text box.



User - Created On: Click on calendar icon to enter search criteria using date selector.



User - Modified On: Click on calendar icon to enter search criteria using date selector.



User - Modified By: Type search criteria in the open-entry text box.



Role



Role Name: Type search criteria in the open-entry text box.



Role - Created On: Click on calendar icon to enter search criteria using date selector.



Role - Created By: Type search criteria in the open-entry text box.



Role - Modified On: Click on calendar icon to enter search criteria using date selector.



Role - Modified By: Type search criteria in the open-entry text box.

Permission

To see a complete list of possible values for either of the fields in this section, drag the Permission and/or Type fields to the Report Structure area and click Preview. Some of the available values are self-explanatory; others are less so.

In the image, the values listed under Permission refer to user-defined fields which may or may not be used by your organization. The values listed under Type refer to the action that can be taken with those fields. For a more detailed explanation of permissions, refer to the Roles and Permissions sections in the Uptivity Discover

Administration Manual.



Permission: Reports display the permission name as it appears in the database

(for example, AllowQA). Type search criteria in the open-entry text box.



Type: This provides further information on the permission as it relates to product (for example, Discover), group, or general function (for example,

EDITFIELDS). Type search criteria in the open-entry text box.

Group






Group Status: Report displays as Active or Inactive. Select search criteria from the drop-down list of these choices and All.



Audit Trail



Audit Event ID: Type search criteria in the open-entry text box.



Audit Module: Type search criteria in the open-entry text box. The module name must be entered as it appears in the database. Drag the Audit Module field to the Report Structure area and click Preview to see a list of possible values.



Audit Component: This is the component or page involved in an event. In the open-entry text box, type search criteria as either the name of the component

(for example, AuditLog), or as an HTML page (for example,

/Administration/Scheduling/CreateCustomSchedule.aspx)



Audit User: Type search criteria in the open-entry text box as Last Name, First

Name.



Audit Time: Click on calendar icon to enter search criteria using date selector.



IP Address: Type search criteria in the open-entry text box; values must be in valid IP address format.



Numeric Message: This field stores numbers that let the system identify database records like user or call record IDs, or analytic tags. Type search criteria in the open entry text box.



Message 1: Type search criteria in the open-entry text box; see below.







Audit messages consist of one to three parts. Each part contains different text.

After a list of events is retrieved, review the messages to find which events are useful. Pick the appropriate keywords and enter them in the Message Text fields.

Determining which words appear in which field involves some trial and error, and it may be helpful to use the Starts with, Ends with, Contains and Does not

contain operators when setting up criteria.



Call Recording Report Types

The following entities and fields are available for use in Call Recording ad hoc reports. If your organization uses custom field names in the Web Portal, those names will be shown instead of default names listed here.

Users who have permission to view their own calls in the Call List will be able to see the QA and Survey scores for those calls, even if they do not have QA or

Survey permissions.

Agent ID







Group




Call Recording Record



Recording ID: Type search criteria in the open-entry text box; numeric values only.



Caller ID (ANI): This is an inbound caller's number. Type search criteria in the open-entry text box.



Called Number (DNIS): This is the outbound called number. Type search criteria in the open-entry text box.



Device/Port ID: "Hardware" identifier in your ACD/PBX (for example, Position

ID, Phone Port, DN, or Extension). Type search criteria in the open-entry text box.



Agent Number (Device Alias): Agent-associated identifier in your ACD/PBX

(for example, extension or agentID). Type search criteria in the open-entry text box



Recording Time: This is the date/time the recording occurred. Click on calendar icon to enter search criteria using date selector.



Call Direction: Reports display as Inbound or Outbound. Select search criteria from the drop-down list of these choices and Unknown.





Duration: Reports display as HH:MM:SS. Type search criteria in the three provided boxes as hours, minutes, seconds.



Group: Group setting in your ACD/PBX (for example: Hunt Group, Skill Group, or Labor Group). Type search criteria in the open-entry text box.



ACD Gate: Call gate or queue setting in your ACD/PBX (for example,

Application, Split, Gate, and so forth). Type search criteria in the open-entry text box.



Total Hold Time: Reports display as HH:MM:SS. Type search criteria in the three provided boxes as hours, minutes, seconds.



User1-15: Names and values of these fields are defined in the Web Portal's

Terminology page. For more information, see the Uptivity Discover

Administration Manual.

QA Evaluations



Evaluations Completed: Type search criteria in the open-entry text box; whole numbers only.



QA Score: Type search criteria in the open-entry text box; whole numbers only.



QA Possible Score: Type search criteria in the open-entry text box; whole numbers only.



QA % Score: Reports display scores as percentages, calculated from QA

Score/QA Possible Score. Type search criteria in the open-entry text box; numeric values up to two decimal places (for example, 75.36).

Survey



Survey Score: Type search criteria in the open-entry text box; whole numbers only.



Survey Possible Score: Type search criteria in the open-entry text box; whole numbers only.



Survey % Score: Reports display scores calculated from Survey Score/Survey

Possible Score. Type search criteria in the open-entry text box; numeric values up to two decimal places (for example, 75.36).

Analytics



Analytic Tag: Type search criteria in the open-entry text box.



Derived Audio Tags



Tag Type: Displays the type of tag (Analytic Recording Tag or Audio Info Tag).

Type search criteria in the open-entry text box. You must type either the entire phrase (for example, “analytic recording tag”) or use the Contains operator to search based on a partial tag type (for example, “audio”).



Tag: For audio info tags, displays either [silence] or [crosstalk]. For analytic recording tags, displays the text of the tag. Type search criteria in the openentry text box. As shown here, the tag values include brackets. Use the

Contains operator to search the value either with or without these brackets (for example, “silence” or “[silence]”.



Start Seconds: Indicates the number of seconds from the start of the recording at which the tag begins. Type search criteria in the open-entry text box as number of seconds; whole number values only.



End Seconds: Indicates the number of seconds from the start of the recording at which the tag ends. Type search criteria in the open-entry text box as number of seconds; whole number values only.

Quality Assurance Report Types

Quality Assurance (QA) data available for ad hoc reporting includes both QA Form data and Completed QA data. It is important NOT to mix these data types. Mixing them can yield inaccurate, inconsistent or unexpected results. In general, QA reporting can serve two purposes:



Reporting on available QA Forms (QA Form, Sections,

Questions and available responses).



Reporting on Completed QA Evaluations, which is what the vast majority of our existing reports provide.

Using a single interface to create reports for both purposes is challenging because this data has different meanings and is linked together depending on context. To help ensure accurate reporting, keep the following in mind when building reports:



Categories beginning with "QA" are meant to be used when reporting on available QA forms (for example, a listing of forms that include a specific question).



Categories beginning with "Completed QA" are meant to be used when reporting on QA evaluations (for example, a listing of evaluations that received a specific response to a specific question).



The following entities and fields are available for use in Quality Assurance ad hoc reports. If your organization uses custom field names in the Web Portal, those names will be shown instead of default names listed here.

Evaluator



Evaluator Name: Reports display as Last Name, First Name. Type search criteria in the open-entry text box.



Evaluator Status: Reports display as Active or Inactive. Select search criteria from the drop-down list of these choices and All.

Agent







Arbitrator



Arbitrator Name: Reports display as Last Name, First Name. Type search criteria in the open-entry text box.



Arbitrator Status: Reports display as Active or Inactive. Select search criteria from the drop-down list of these choices and All.

Call Recording Record



Recording ID: Type search criteria in the open-entry text box; numeric values only.



Caller ID (ANI): Inbound caller number. Type search criteria in the open-entry text box.



Number Called (DNIS): Outbound called number. Type search criteria in the open-entry text box.



Extension: Type search criteria in the open-entry text box.



Agent ID: Type search criteria in the open-entry text box.

Group






QA Evaluation Form



Form Name: Type search criteria in the open-entry text box.



Acknowledgment Required: Reports display as Yes, No. Select search criteria from the drop-down list of these choices and All.



Create Date: Click on calendar icon to enter search criteria using date selector.



Status: Reports display as Active or Inactive. Select search criteria from the drop-down list of these choices and All.



Disable Date: Click on calendar icon to enter search criteria using date selector.

QA Evaluation Form Section



Section Order: Type search criteria in the open-entry text box; whole numbers only.



Section Name: Type search criteria in the open-entry text box.

QA Evaluation Question



Form Question: Type search criteria in the open-entry text box.



Question Order: Type search criteria in the open-entry text box; whole numbers only.



Priority: Reports display as Normal, Critical. Select search criteria from the drop-down list of these choices and All.



Possible Score: Type search criteria in the open-entry text box; numeric values only.

QA Response



Response Order: Type search criteria in the open-entry text box; whole numbers only.



Available Response: Type search criteria in the open-entry text box.



Auto Fail: Type search criteria in the open-entry text box as follows: "0" for no auto-fail, "s" for section auto-fail, or "f" for form auto-fail.



Response Score: Type search criteria in the open-entry text box; numeric values only.



NA: Reports display as NA. Select search criteria from the drop-down list: All,

Yes, No.



Completed QA Evaluation



Evaluation ID: Type search criteria in the open-entry text box; numeric values only.



Date Completed: Click on calendar icon to enter search criteria using date selector.



Total Form Possible Score: Type search criteria in the open-entry text box; numeric values only.



Total Actual Score: Type search criteria in the open-entry text box; numeric values only.



Total QA % Score: Reports display scores calculated from QA Score/QA




Acknowledgment Status: Reports display as Unacknowledged or

Acknowledged. Select search criteria from the drop-down list of these choices and All.



Notes: Type search criteria in the open-entry text box.



Score Changes: This is the number of times an evaluation score has been changed. Type search criteria in the open-entry text box; whole numbers only.



QA Status: Reports display as Calibration, Calibration In Progress, Completed,

In Progress, Question or Dispute. Select search criteria from the drop-down list of these choices and All.



Start Date: This is the date a completed or in-progress evaluation was started.

Click on calendar icon to enter search criteria using date selector.



QA Active/Deleted: Reports display as Active or Deleted. Select search criteria from the drop-down list of these choices and All.



Disputed Count: This is the number of times an agent disputed an evaluation comment or score. Type search criteria in the open-entry text box; numeric values only.



Questioned Count: This is the number of times an agent questioned an evaluation comment or score. Type search criteria in the open-entry text box; numeric values only.

Completed QA Response



Completed Question: Type search criteria in the open-entry text box.



Question Response: Type search criteria in the open-entry text box.





Score: Type search criteria in the open-entry text box; numeric values only.




Content Library Items



Library Item: Reports can display as related to agents or groups. Type search criteria in the open-entry text box.



Acknowledged Date: Reports can display this per agent. Click on the calendar icon to enter search criteria using date selector.

Completed Survey Form

Survey Form data may be related to a Call Recording ID, thus providing a more complete view of the customer experience.



Survey Name: Type search criteria in the open-entry text box.



Status: Reports display as Not Started, Complete, Incomplete or Taken. Select search criteria from the drop-down list of these choices and All.



Completed Survey ID: Type search criteria in the open-entry text box; numeric values only.



Survey Possible Value: Type search criteria in the open-entry text box; numeric values only.



Survey Value: Type search criteria in the open-entry text box; numeric values only.





Achievements



Achievement ID: Type search criteria in the open-entry text box; whole numbers only.



Achievement Points: Type search criteria in the open-entry text box; whole numbers only from 0-999.



Awarded Date: Click on calendar icon to enter search criteria using date selector.



Expiration Date: Click on calendar icon to enter search criteria using date selector.





Achievement Status: Reports display as Active or Expired. Select search criteria from the drop-down list of these choices and All.

Achievement Types



Achievement Name: Type search criteria in the open-entry text box.

Survey Report Types

The following entities and fields are available for use in Survey ad hoc reports.

Survey-call record linking must be configured for the agent and call recording data to appear in the database. If your organization uses custom field names in the Web

Portal, those names will be shown instead of default names listed here.

Form



Form: Type search criteria in the open-entry text box.



Form Status: Reports display Active, Disabled or In Progress. Select search criteria from the drop-down list of these choices and All.



Negative Threshold: Type search criteria in the open-entry text box; numeric values only.



Positive Threshold: Type search criteria in the open-entry text box; numeric values only.



Section: Type search criteria in the open-entry text box.

Question



Question: Type search criteria in the open-entry text box.



Question Type: Reports display Present Question and Wait for Result, Collect

Customer Information, Collect Digits, End Survey, Transfer, or Skip. Select search criteria from the drop-down list of these choices and All.



Hide No-Data Response: Reports display as Yes or No. Select search criteria from the drop-down list of these choices and All.




Response



Response: Type search criteria in the open-entry text box.



Response Possible Value: Type search criteria in the open-entry text box; numeric values only.





Response Recording Name: Some survey questions may elicit a verbal response, which is recorded as a .wav file. Reports display the filename (for example, 0-101154.wav). Type search criteria in the open-entry text box.

Completed Survey



Completed Survey ID: Type search criteria in the open-entry text box; numeric values only.



Duration: Reports display as HH:MM:SS. Enter search criteria in the three provided boxes as hours, minutes, seconds.



Survey Date: Click on calendar icon to enter search criteria using date selector.



Number Called (DNIS): Outbound called number. Type search criteria in the open-entry text box.



Caller ID (ANI): Inbound caller number. Type search criteria in the open-entry text box.



Survey Possible Value: Type search criteria in the open-entry text box; numeric values only.



Survey Value: Type search criteria in the open-entry text box; numeric values only.







Survey Complete: Report displays as Yes, No. Select search criteria from the drop-down list of these choices and All. Can be used as a Measure field in Matrix

Table reports.

Call Recording



Call Recording ID: Type search criteria in the open-entry text box; numeric values only.

Agent






Phone ID: This is the physical device. Type search criteria in the open-entry text box.











Group Status: Reports display as Active or Inactive. Select search criteria from the drop-down list of these choices and All.

Clarity Ad Hoc Reports Reference

ACD Call and Agent Data Report Types

These entities and fields are used for Clarity ACD Call and Agent Data Ad Hoc

Reports.

ACD Split Call Data



Call Volume Date/Time: Click on calendar icon to enter search criteria using date selector.



Split: Type search criteria in the open-entry text box.



Device: Type search criteria in the open-entry text box.



Interval Seconds: This is the time interval for which data should be pulled.

Type search criteria in the open-entry text box as seconds (for example, 3600 seconds = 1 hour).



Offered Calls: Type search criteria in the open-entry text box; whole number values only.



Answered Calls: Type search criteria in the open-entry text box; whole number values only.



Service Level Calls: Type search criteria in the open-entry text box; whole number values only.



Abandoned Calls: Type search criteria in the open-entry text box; whole number values only.



Abandon Seconds: This is the total time in seconds that abandoned calls were on hold before caller hung up. Type search criteria in the open-entry text box as seconds (for example, 3600 seconds = 1 hour).

ACD Agent/Split Call Data

ACD Agent/Split and ACD Agent data can be used to calculate Average Handle

Time (AHT), Occupancy/Utilization, and other metrics.



Split: Type search criteria in the open-entry text box.












Answered Calls: Type search criteria in the open-entry text box; whole number values only.



Hold Calls: This is the number of calls that were placed on hold one or more times. Type search criteria in the open-entry text box; whole number values only.



Ring Calls: Type search criteria in the open-entry text box; whole number values only.



Customer Seconds: This is the talk time in seconds. Type search criteria in the open-entry text box as seconds (for example, 3600 seconds = 1 hour).



Hold Seconds: Type search criteria in the open-entry text box as seconds (for example, 3600 seconds = 1 hour).



ACW Seconds: This is time spent on after-call work. Type search criteria in the open-entry text box as seconds (for example, 3600 seconds = 1 hour).

ACD Agent Data










Logged in Seconds

:

This is the total number of seconds logged into the ACD.




Available Seconds: This is the total number of seconds available to take calls

(for example, waiting for a call). Type search criteria in the open-entry text box as seconds (for example, 3600 seconds = 1 hour).



Inactive Seconds: This is the total number of seconds in inactive modes (for example, lunch, break, training). Type search criteria in the open-entry text box as seconds (for example, 3600 seconds = 1 hour).

Skill



Skill: Type search criteria in the open-entry text box.



Labor Unit



Labor Unit: Type search criteria in the open-entry text box.

User



Agent Name: Type search criteria in the open-entry text box.

Team



Team: Type search criteria in the open-entry text box.



Team Supervisor: Type search criteria in the open-entry text box.

Service Level



SL Waiting Time: This is the Service Level goal for "Waiting Time" as set by your Clarity administrator. Type search criteria in the open-entry text box; numeric values only.



SL Percent Calls Answered: This is the Service Level goal for "Percent

Answered" as set by your Clarity administrator. Type search criteria in the openentry text box; numeric values only.

Forecast Call Data



Forecast Volume Set Name: Type search criteria in the open-entry text box.



Offered Calls: Type search criteria in the open-entry text box; numeric values only.



Forecast vs. Actual %: Type search criteria in the open-entry text box; numeric values only.

When considering forecast accuracy, your goal is to come as close to 100% as possible. Therefore, percentages that are significantly higher or significantly lower than 100 are not desirable (for example, 150% is not a good result).



Split: Type search criteria (split or skill number) in the open-entry text box.



Forecasted Calls: Type search criteria in the open-entry text box; numeric values only.



Forecast Interval Seconds: Type search criteria in the open-entry text box; numeric values only.



Forecast Skill Name: Type search criteria in the open-entry text box; numeric values only.



Forecast Call Volume Date/Time: Click on calendar icon to enter search criteria using date selector.



Agent Leave/PTO Report Types

These entities and fields are used for Clarity Agent Leave/PTO ad hoc reports.

Leave Requests



Leave Type: Type search criteria in the open-entry text box.



Date Created: Click on calendar icon to enter search criteria using date selector.



Start Date: Click on calendar icon to enter search criteria using date selector.



End Date: Click on calendar icon to enter search criteria using date selector.



Leave Duration: Reports display as HH:MM:SS. Type search criteria in the three provided boxes as hours, minutes, seconds.



Comment: Type search criteria in the open-entry text box.



Status: Reports display as Pending, Approved, Declined, Awaiting User

Approval, Declined by User, Under Review, or Canceled. Select search criteria from the drop-down list of these choices and All.



Approved By: Type search criteria in the open-entry text box.

Agent



Agent: Type search criteria in the open-entry text box.



Location: Type search criteria in the open-entry text box.

Team







Labor Unit




Skill





Shift Report Types


These entities and fields are used for Clarity Shift ad hoc reports.

Shift



Agent Name: Type search criteria in the open-entry text box.



Shift Start: Click on calendar icon to enter search criteria using date selector.



Shift End: Click on calendar icon to enter search criteria using date selector.



Shift Duration: Reports display as HH:MM:SS. Type search criteria in the three provided boxes as hours, minutes, seconds.



Activity: This is the type of activity (for example, lunch, meeting, training, break, and so forth). Type search criteria in the open-entry text box.



Activity Start: Click on calendar icon to enter search criteria using date selector.



Activity End: Click on calendar icon to enter search criteria using date selector.



Activity Duration: Reports display as HH:MM:SS. Type search criteria in the three provided boxes as hours, minutes, seconds.



Is Paid: Reports display as Yes or No. Select search criteria from the drop-down list of these choices and All.



Late Threshold: Type search criteria in the open-entry text box; numeric values only.

Labor Unit




Skill




Team









Sample Ad Hoc Reports

This section provides parameters for a variety of ad hoc reports, to give you an idea of the types of reports you can create. This is by no means an all-inclusive list.

Audit Report > Superuser

This report lists the users who have superuser permission. Use the Summary Table

Report Layout.



Column Fields: Username; Last, First Name; Superuser



Row Fields: User Status



Criteria Field: Superuser



Criteria Operator: Equal To



Criteria Value: Yes

Audit Report > Modified Users

This report lists which users have been modified in the last 24 hours. Use the

Simple Table Report Layout.



Column Fields: Username; Last, First Name



Criteria Field: User – Modified On



Criteria Operator: Greater Than



Criteria Value: [Yesterday's Date]

Audit > Group Membership

Existing printable reports show the agents within a group. This example will allow you to see groups assigned to an agent instead. Use the Summary Table Report

Layout.



Column Fields: Group



Row Fields: Username



Criteria Field: Username






Criteria Value: [Username]


Audit > User Role Assignments


This report shows the roles assigned to active users whose accounts are not locked.

Use the Simple Table Report Layout.



Column Fields: Username; Last, First Name; Role Name



First Criteria Field, Operator, Value: User Status, Equal To, Active



Second Criteria Field, Operator, Value: Locked, Equal To, No

Audit > Role: Permissions

This report displays what permissions are assigned to which roles. Use the

Summary Table Report Layout.



Column Fields: Permission



Row Fields: Role Name

Call Recordings > User Fields

If your organization uses custom user fields, this report will relate that data to specific call records. For example, if order numbers or account numbers are linked to recording IDs, the following settings would display that data. Filters can be added to limit results. This type of report may be useful in environments using

Uptivity Fusion Desktop Analytics. Use the Simple Table Report Layout.



Column Fields: Recording ID; [custom user field]

Call Recordings > Total Hold Time

For integrations that track hold time, this report displays hold time per calls, and can total or average hold time across a range of filtered call records. Use the

Simple Table Report Layout.



Column Fields: Agent Name; Recording ID; Duration; Total Hold Time; Caller

ID (ANI)



Call Recordings > Calls from Particular Area Codes

This report could help locate areas with high incoming call volumes for strategic purposes. Use the Simple Table Report Layout.



Column Fields: Agent Name; Recording ID; Duration; Caller ID (ANI)



Criteria Field: Caller ID (ANI)



Criteria Operator: Starts With



Criteria Value: [Area Code]

Quality Assurance > Agent QA Summary

A predefined report like this exists, but creating a similar ad hoc report allows you to include additional fields. For example, adding the name of the evaluator would allow comparison of evaluation scores on the same QA evaluation form if both were done on the same recording. Use the Summary Table Report Layout.



Column Fields: Evaluation ID; Evaluator Name; Agent Name; Form Name;

Total Form Possible Score; Total Actual Score



Row Fields: Recording ID

Quality Assurance > QA Score and Survey Score Comparison

This report allows you to compare QA scores to survey scores for a given Recording

ID. Use the Summary Table Report Layout.



Column Fields: Evaluation ID; Agent Name; Total Form Possible Score; Total

Actual Score; Survey Possible Value; Survey Value




Quality Assurance > QA Form Score Relation to Library Items/Training

This report can be useful in determining how effective training and resource materials are for improving agent QA scores. Use the Summary Table Report

Layout.



Column Fields: Evaluation ID; Date Completed; Agent Name; Form Name;

Total Form Possible Score; Total Actual Score; Library Item; Acknowledged Date






Criteria Field: Library Item






Criteria Value: [File Name]


Survey > Call Recording/Agent/Survey Score


This report shows the linking of call recordings to surveys. Use the Simple Table

Report Layout.



Column Fields: Call Recording ID; Agent Name; Completed Survey ID; Survey

Date; Survey Possible Value; Survey Value


Working with Report Tools

Working with Report Tools

Report Subscriptions Overview

Report Subscriptions allow you to pre-schedule specific reports and provide the results to multiple users. They are managed from the Report Subscriptions page in your Discover or Clarity web portal.

Creation and management of report subscriptions are limited to permissioned users. In addition, you can only create subscriptions for reports to which you have permissions. If you need to work with report subscriptions and are unable to do so, contact your Discover administrator.

Report subscriptions use SQL Server Reporting Services (SSRS) and may be limited or unavailable if SQL Express is used in your installation.

The Report Subscriptions page header identifies your version of SQL.

You cannot use HTML reports with subscriptions.

Report Subscriptions can be scheduled individually, or you can use a shared schedule for multiple subscriptions.

Report Subscriptions are private; only the subscription creator can view and edit the subscription's settings.


Subscription Delivery Methods


Reports can be delivered in one of two ways:



Email: in this method, the application sends the report directly to one or more recipients. The email subject is automatically completed with the report name and the time it was run, but you can customize this if desired. You can also choose the priority at which the email is sent, and include comments for the body of the email.

You can send the report as an email attachment or you can include a link from which the recipient can launch the report. The latter method can conserve network bandwidth but it also requires that every recipient be assigned a user account on the SQL Report Server since that is where the report file is located.

Uptivity recommends that you discuss this with your system administrator and your Uptivity installation engineer before deciding to provide reports as links.

To deliver report subscriptions via email, the application must have an email account configured for its use on the SQL Report Server. This is typically done during the installation process.



File Share Delivery: in this method, the application creates the report and saves it to a network file share where users can access it. You can choose a filename for the report and whether to append a file extension to that filename.

You can also choose to overwrite existing files with newer versions, to not overwrite files if previous versions exist, or to increment file names as newer versions are added.

To deliver reports via file share delivery, you will need to provide the application with a full UNC path to the network share, as well as credentials to write to that location. If Discover (Clarity) cannot save the report, you will see "File share write failure" as that report's Execution Status.

Load the Report Subscriptions Page

To load the Report Subscriptions page in Discover:

1. Click the Reporting tab and expand Report Tools in the left navigation menu.

2. Click Report Subscriptions.

To load the Report Subscriptions page in Clarity:

1. Click the Reports tab and then click the Tools button.

2. Select Report Subscriptions from the drop-down list.



Create a Report Subscription

New subscriptions are created on the New Report Subscription page. You can create a subscription for any printable report or published ad hoc report to which you have appropriate access and permissions. Reports in subscriptions can be rendered in

any of the available report formats. For related information, see Save and Export a

Report .

To create a Report Subscription:

1. Load the Report Subscriptions page in either Discover or Clarity.

2. Click New at the top-right corner of the page.

3. Choose a report from the Select a Report drop-down list.

4. Type a custom title for your subscription in the Description field (required).

5. Select a delivery method from the Delivered by drop-down list.

6. Follow the procedure to Set Email Delivery Options or Set Windows File Share

Delivery Options , as preferred.

7. Select the option to run the subscription On a Shared Schedule or When the

scheduled report run is complete. If you choose the shared schedule option, you must also select the desired schedule from the drop-down list.

8. Follow the procedure to Set Schedule Options .

9. Set the report parameter values if needed and then click Save. Refer to the specific report description for more information on parameters associated with that report.

Certain reports have default values associated with some or all of their parameters. As a time-saver, these parameters appear with a "Use default" check box next to them. When you initially create the report, you can leave this box selected to use the default value or you can clear it to enter specific values.

Once you've created the subscription, the check box has no effect and should be disregarded.


Set Email Delivery Options


Options for delivering reports via email are configured as a sub-task of the procedure for creating a report subscription. After following these steps, you will

need to complete the Create a Report Subscription procedure.

To set up email delivery options:

1. In the To: box, type email address(es) for primary recipient(s). Use a semicolon to separate addresses.

2. In the Cc: and Bcc: boxes, type email address(es) for secondary recipient(s).

Use a semi-colon to separate addresses.

3. In the Reply-To: box, type the email address to which recipients should respond if they have questions. This field is required.

4. In the Subject box, type a new subject line if desired; otherwise, use the default subject created by the application.

5. Select the check box for Include Report to send the report as an email attachment.

6. Select the desired Render Format from the drop-down list.

7. Select the desired Priority for email report deliveries from the drop-down list.

8. In the Comment box, type any text you want to be included in the email body.

Set Windows File Share Delivery Options

Options for delivering reports via Windows file share are configured as a sub-task of the procedure for creating a report subscription. After following these steps, you

will need to complete the Create a Report Subscription procedure.

To set up file share delivery options:

1. In the File Name box, enter the name of the saved report file. This does not have to be the same as the name of the report.

2. Select the check box for Add a file extension when the file is created if desired.

3. In the Path box, enter the complete UNC path for the location where the report will be saved.

4. In the Username and Password boxes, enter the credentials the application will use to access the file share.

5. Select your desired Overwrite option.



Set Schedule Options

Schedule options for report subscriptions are configured as a sub-task of the procedure for creating a report subscription. The options are the same for shared schedules and individual report schedules. Schedule details will vary based on the frequency at which you choose to run the schedule. After following these steps, you

will need to complete the Create a Report Subscription procedure.

To configure schedule options:

1. Select the frequency at which you want the schedule to run: Hour, Day, Week,

Month, or Once.

2. Configure the schedule details in the corresponding box (for example, Hourly

Schedule, One-time Schedule, and so forth).

3. Click the calendar icon and use the date selector to set the date to Begin

running this schedule.

4. Select the check box to Stop this schedule if desired, and then click the calendar icon and use the date selector to set the date for the schedule to stop.

Manage Report Subscriptions

Several routine management tasks can be done from the Report Subscriptions page.

Sort the Report Subscriptions List

To sort the Report Subscriptions list by the contents of a column:



Click the triangle in the upper right corner of the column heading to sort in ascending order, or the inverted triangle to sort in descending order.

Edit Report Subscriptions Settings

To edit the settings of a subscription:

1. Click Edit in the Action column for the desired subscription.

2. Edit the desired settings and then click Save.


Delete Report Subscriptions


You can delete report subscriptions that are no longer needed. However, recipients of that subscribed report will not be automatically informed that the subscription has been deleted.

To delete an existing subscription:



Click Delete in the Action column for the desired subscription and then click OK.

Shared Schedules Overview

Shared Schedules can be used to execute multiple reports simultaneously. Creation and management of shared schedules are limited to permissioned users. If you need to work with shared schedules and are unable to do so, contact your Discover administrator.

Load the Shared Schedules Page

To load the Shared Schedules page in Discover:


2. Click Shared Schedules.

To load the Shared Schedules page in Clarity:

1. Click the Reports tab and then click Tools.

2. Select Shared Schedules from the drop-down list.

Create a New Shared Schedule

To create a new Shared Schedule:

1. Load the Shared Schedules page in Discover or Clarity.

2. Click New at the top-right corner of the page.

3. Enter a Schedule Name (up to 100 characters) as you want it to appear in the listing of shared schedules.

4. Set the individual schedule details. For related information, see Set Schedule

Options .

5. Click Save.



Manage Shared Schedules

Several routine management tasks can be done from the Shared Schedules page.

Sort the Shared Schedules List

To sort the Shared Schedules list by the contents of a column:



Click the triangle in the upper right corner of the column heading to sort in ascending order, or the inverted triangle to sort in descending order.

Edit a Shared Schedule's Settings

To edit the settings of a Shared Schedule:

1. Click Edit in the Action column for the desired schedule.

2. Edit the desired settings and then click Save.

Delete Shared Schedules

You can delete Shared Schedules that are no longer needed. Deleting a Shared

Schedule will cause those schedule settings to be individually reassigned to report subscriptions that use the schedule.

To delete an existing Shared Schedule:



Click Delete in the Action column for the desired schedule and then click OK.

Pause/Resume a Shared Schedule

To stop running (pause) a Shared Schedule that has not expired:



Click Pause in the Action column for the desired schedule.

To resume running a Shared Schedule that has been paused, and has not expired:



Click Resume in the Action column for the desired schedule.


Report Library Overview


The Report Library is available only in Discover. You must have at least one of the reporting-related permissions in order to access the Report Library.

In essence, a report is a combination of a report layout and the criteria used to generate the report. When users create a report, they are given the option to save associated criteria as either public or private. In the Report Library, you will find any public criteria as well as any private criteria that you personally have saved

(see Save Printable Report Criteria ).

Load the Report Library

To load the Report Library page:


2. Click Report Library.

Manage the Report Library

Several routine management tasks can be done from the Report Library page.

Execute a Report from the Report Library

To execute a report from the Report Library:



Load the Report Library and click the desired report in the list.

Delete Saved Criteria from the Report Library

To delete saved criteria from the Report Library:



Load the Report Library. Click the Delete icon for the desired report and then click OK.


Document Revision History

Document Revision History

Revision

0

Change Description

Initial release for this version

Effective

Date

2015-04-30


uptivity discover reporting manual, v5.6

UPTIVITY DISCOVER REPORTING

MANUAL, V5.6

UPTIVITY DISCOVER REPORTING MANUAL, V5.6

Table of Contents

Introduction

Audience

Goals

Assumptions

Need-to-Knows

What’s New in this Version

Reporting Basics

Common Report Criteria Overview

Common Report Tasks

Working with Printable Reports

Printable Reports Overview

Filter the Printable Report List

Generate a Printable Report

Save Printable Report Criteria

Call Reporting Reports Overview

QA Reporting Reports Overview

QA Calibration Reporting Reports Overview

Working with System Reports

System Reports Overview

Disk History

System Activity Summary

System Usage

IP Phone Status

License Information

System Status

Transcoder Status

Audit Report

Working with Ad Hoc Reports

Ad Hoc Reports Overview

Create a New Ad Hoc Report

Save Ad Hoc Report Criteria

Edit Existing Ad Hoc Reports

Generate an Ad Hoc Report

Publish an Ad Hoc Report

Discover Ad Hoc Reports Reference

Clarity Ad Hoc Reports Reference

Sample Ad Hoc Reports

Working with Report Tools

Report Subscriptions Overview

Load the Report Subscriptions Page

Create a Report Subscription

Manage Report Subscriptions

Shared Schedules Overview

Load the Shared Schedules Page

Create a New Shared Schedule

Manage Shared Schedules

Report Library Overview

Load the Report Library

Manage the Report Library

Document Revision History

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Cisco

Unified Workforce Optimization Quality Management 8.5(2)

Table of contents