Alpaca 12.0

Call Center Reporting

The Alpaca Call Center Reporting module allows running (and scheduling) reports against BroadWorks Call Center Event data.

Requirements

  • Alpaca 12+
  • Call Center Events enabled in BroadWorks
  • Alpaca Remote 2.2+ configured to read Call Center Events.
  • ECG License with the Call Center Reporting module licensed.
  • A user/admin with a role that includes the Call Center Reporting authority.

Reporting

  • Reports can be run now or scheduled for the future. Scheduled reports can be recurring.
  • Alpaca provides a Web UI for Call Center Reporting, but there is also a REST API that can be used for custom applications.
    • The REST API docs can be found in the CallCenterReportingController section of the Alpaca REST API documentation.
  • Reports can be run at the Cluster, Enterprise/Service Provider, and Group levels by a BroadWorks administrator.
  • BroadWorks Call Center Supervisors can run reports at the User level.
  • At each level, the reporting interface can be found in the "Call Center Reporting" tab.
    • Here you can run new reports, schedule future reports, view past reports, download past reports, or delete past report.
    • You will only see reports that you created.
  • Future (scheduled) reports can be viewed at Task > Recurring Tasks.

Report Options

  • Name: The name of the report. Defaults to the report type + timestamp.
  • Run Now?: Whether to run the report right now or schedule for a future time. If deselected, a scheduling prompt will be provided.
  • Sampling Period: If supported, this is the time increments to split the data into.
  • Timezone: The timezone to adjust all report times to. Data is stored in UTC.
  • Date Format: The format to display dates in.
  • Time Format: Whether to use AM/PM or 24-hour time format.
  • Timeframe: The start and end time for the report. If crafting a scheduled report, you will select the last number of hours, days, weeks, etc.
  • Object Selection: Depending on the report type, you can select the Agents, Call Centers, or DNIS instances to limit the report to.
  • Email: Whether to email the report once complete. If selected, a list of email addresses will need to be provided.

Report Output

  • Reports can be directly in the Alpaca web interface.
  • Reports can be downloaded as PDF or Excel.
  • Reports include both tabular data and charts/graphs (for those that support it).

Supported Reports

Agent

  • Agent Call Report
  • Agent Call Detail Report
  • Agent Call Duration Report
  • Agent Disposition Code Report
  • Agent Summary - Call Summary Report
  • Agent Summary - High Water Marks Report

Call Center

  • Call Center Activity Report
  • Call Center Call Detail Report
  • Call Center Disposition Code Report
  • Call Center High Water Marks Report
  • Call Center Incoming Calls Report

Future Reports

Agent

  • Agent Call By Skill Report
  • Agent Duration By Skill Report
  • Agent Activity Report
  • Agent Activity Duration Report
  • Agent Unavailability Report
  • Agent Sign In/Sign Out Report

Call Center

  • Call Center Abandoned Call Report
  • Call Center Summary Report
  • Call Center Service Level Report
  • Call Center Overflow Matrix Report

Report Details

Agent Call Report

The Agent Call Report provides information about the number of calls handled by agents, organized by call type.

Columns

  • date
  • agentId
  • agentName
  • total
  • inboundAcd
  • outboundAcd
  • inboundRoutePoint
  • outboundRoutePoint
  • inbound
  • outbound
  • inboundInternal
  • outboundInternal

Charts Available

  • Pie Chart
  • Bar Chart

Agent Call Detail Report

The Agent Call Detail Report provides information related to calls placed or received by agents.

Columns

  • agentName
  • startTime
  • endTime
  • callType
  • skillLevel
  • callersCalledNumber
  • numberCalled
  • waitTime
  • staffed
  • talkTime
  • holdTime
  • wrapUpTime
  • transferNumber
  • transferLocation
  • dispositionCodes

Charts Available

  • None available

Agent Call Duration Report

The Agent Call Duration Report provides information related to the duration of calls handled by agents.

Columns

  • date
  • agentId
  • agentName
  • total
  • inboundAcd
  • outboundAcd
  • inboundRoutePoint
  • outboundRoutePoint
  • inbound
  • outbound
  • inboundInternal
  • outboundInternal

Charts Available

  • Pie Chart
  • Bar Chart

Agent Disposition Code Report

The Agent Disposition Code Report provides information related to disposition codes used by agents.

Columns

  • date
  • agentName
  • one column per disposition code used.

Charts Available

  • Pie Chart

Agent Summary - Call Summary Report

The Agent Summary - Call Summary Report provides summary information related to the average performance of the agent(s) various types of calls and in various states.

Columns

  • date
  • agentName
  • averageACDDuration
  • averageOutboundACDDuration
  • averageInboundRoutePointDuration
  • averageOutboundRoutePointDuration
  • averageInboundDuration
  • averageOutboundDuration
  • averageInternalDuration

Charts Available

  • Bar Chart

Agent Summary - High Water Mark Report

The Agent Summary - High Water Mark Report provides summary information related to the longest wait times for agent(s) on various types of calls and in various states.

Columns

  • date
  • agentName
  • longestACDDuration
  • longestOutboundACDDuration
  • longestInboundRoutePointDuration
  • longestOutboundRoutePointDuration
  • longestInboundDuration
  • longestOutboundDuration
  • longestInternalDuration

Charts Available

  • Bar Chart

Call Center Activity Report

The Call Center Activity Report provides information related to how calls are handled by call centers once they have been queued.

This report can be filtered by Call Center or DNIS.

Columns

  • date
  • name
  • callsQueued
  • callsEscaped
  • callsAbandoned
  • callsPresented
  • callsAnswered
  • callsOverflowedTime
  • callsBounced
  • callsBouncedTransferred
  • callsTransferred
  • callsStranded
  • callsStrandedUnavailable

Charts Available

  • Bar Chart

Call Center Call Detail Report

The Call Center Activity Report provides information related to calls received by the call center or DNIS.

This report can be filtered by Call Center or DNIS.

Columns

Here’s the list with access modifiers, types, and semicolons removed, each starting with a dash:

  • callCenterName (Call Center only)
  • dnisName (DNIS only)
  • dnisNumber (DNIS only)
  • callStartTime
  • callAnswerTime
  • callEndTime
  • agentName
  • agentNumberExtension
  • callersNumber
  • policyApplied
  • callResult
  • waitTime
  • numberOfBounces
  • talkTime
  • holdTime

Charts Available

  • None available

Call Center Disposition Code Report

The Call Center Disposition Code Report provides information related to disposition codes used by call center (or DNIS).

Columns

  • date
  • name
  • one column per disposition code used.

Charts Available

  • Pie Chart

Call Center High Water Mark Report

The Call Center High Water Mark Report provides summary information related to the longest wait times for agent(s) on various types of calls and in various states.

Columns

  • date
  • callCenterName
  • longestWaitTime
  • longestAnswerTime
  • longestWaitAbandoned

Charts Available

  • None available

Call Center Incoming Call Report

The Call Center Incoming Call Report provides information related to how incoming calls are handled by call centers, whether they are queued or handled by policy prior to being queued.

Columns

  • date
  • callCenterName
  • callsReceived
  • receivedViaOverflow
  • callsQueued
  • callsOverflowedSize
  • forcedForwardingApplied
  • nightServiceApplied
  • holidayServiceApplied

Charts Available

  • Pie Chart