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News and Announcements from Reporting Toolbox

Feedback and Suggestions

Telephony Platforms

All issues related to telephony platforms vis-à-vis reporting. We realize these and BI issues are often intertwined, but please try to limit posts to telephony platform specifics.

Nortel (Symposium)	Oracle T@W
Avaya (Onyx)	Oracle Contact Center Anywhere
Timestamps

BI Platforms

All issues related to report building from the various BI platforms.

Hyperion (BRIO) Reports	LogiXML
Hyperion (BRIO) Dashboards	Crystal Reports
Cognos	JFreeReports
Jasper Reports	BIRT
DataVision	Open Reports
Other (Use to suggest new breakouts)

Enterprise Reports

All issues related to enterprise level reporting.

KPI Reports

Scorecard Reports

General WFM Topics

Common call center Workforce Management and Payroll reporting topics.

Workforce Management Reports	Commissions Reporting
Payroll Reporting

Application Platforms

Issues relating to application development and deployment.

QuickBase	MS Access
Oracle APEX 3.0	DAPS
Oracle APEX 2.0	Oracle Forms
Oracle 10g and 10g Express	Java

Microsoft Excel

All things Excel: Excel itself, linking data to Excel, Exporting to Excel, etc....

Excel	Excel With......
Excel From.....

Scripts

Scripting topics and issues. Please specify platform where possible.

Javascript	VBA Scripts
VBS Script

Metrics

Contact center performance metrics. These are more for general discussion, although posts can obviously evolve into technical issue regarding a specific BI or Telephony platform.

About the Metrics Forum	Average Answer Delay
Occupancy	Max Answer Delay
Utilization	Average Abandoned Delay
Service Level	Max Abandoned Delay
Service Thresholds	Calls per Hour (CPH or IPH)
Handle Time	Percent of Forecast
ACW (After Call Work)	Productive Time
ASA (Average Speed of Answer)	Talk Time
ATQ (Average Time in Queue)	Hold Time
Answer Rate	Idle Time
Abandoned Rate

 

Definitions:

For a complete listing of working definitions used in this group, please visit the Definitions page. Please also note that metrics used throughout the site are often bookmarked so you can view the definition.