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The Operator Transfer Analyttics report collates ACD connection and transfer metrics into an hourly summary segmented by the time zone of the end consumer. 

Data is segmented under the following headers:

  • Successful Operator Transfers - Successfully bridged call into agent
  • Unsuccessful Operator Transfers - Failed to bridge call into agent
  • Connected Calls - The overall number of connections that reached a live party or machine (answering machine, fax, etx). Connected Calls are further broken down in percentages of Successful and Unsuccessful Operator Transfers. Answering Machines detected are not displayed.

 

All analytics reports must be scheduled from the Schedule Reports tab in order to run, and cannot be run live. Reports are generated Sunday night and are available Monday morning.

The Schedule Reports tab is only available to users with Sysadmin and Superuser level access.

Generate Report Criteria:

Required entries have an asterisk.  All other entries are optional.

  • Job Name - For organizational purposes the Job Name can be assigned to keep track of different "Job," or automatically generated report, purposes.
  • Generated Report Name - The name that will appear for the report in the Saved Reports tab. 
    • There is no particular naming syntax for “Generated Report Name”. You can make it slightly descriptive like “Weekly For Barbados “, or “MTD For Barbados”
    • The entry is limited to 100 characters.
    • The pattern $startDate and $endDate in the name are replaced by actual dates for the report.
  • Aggregate Report For - Set whether the scope of the report will be of one or more callcenter groups or one or more service. 
      • To be more informative it is advised that reports are grouped by type of service and book of business. 
    • Selected Call Center(s) - Define which call center(s) the report will generate data on.
    • Selected Service(s)- Define which service(s) the report will generate data on.
  • Aggregate Report Timeframe - Determines the scope of time the report will have data on
    • If Weekly option is chosen, the report is going to be generated for the previous week from Monday to Saturday and start/end date will be automatically populated.
    • If MTD option is chosen, the report is going to be generated from the 1st of the month to the current date and dates will be automatically populated.
  • Enable Report - Activates or deactivates the report.  

Once all report settings are correct select "Create Job," and a new entry will be added to the above Scheduled Reports pane. Edit a selection by highlighting, making edits, and selecting "Modify Job." 

Only 10 jobs per report are supported. Scheduled jobs can be deleted and replaced by new jobs. When the amount of jobs is exceeded, you will receive a system notification.
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