 |
|
Management
Reporting Services |
|
|
Management reports are intended for managers and supervisors who may
have many, many systems from which to extract data, but have no way to
filter it or merge it with other data. Many call centers, for example,
will run dozens of reports per day, often printing them to a text
printer as their only way to sort through it.
|
 |
| Any standard
report from the command line interface |
| |
Some systems, such as Siemens PBXs or PhoneMail,
provide reports that can be run from the system's
command line, but cannot be put into a table for
easy viewing or sorting. CallKnowing parses these
reports and can filter or sort the data. These
reports can rarely be scheduled to run, so require
someone to connect to the device at the appropriate
time (perhaps late at night, on a weekend, or
other "cutoff" periods) |
| Text files
generated from the DOS window |
| |
Some systems, such as Intervoice IVRs, may provide
a MS Windows DOS utility that can generate a text
file of activity, but this is so inconvenient
that it is rarely done. It may also require that
it is done off-peak (i.e. middle of the night),
and the file may not be human readable anyway.
CallKnowing can, of course, run these utilities
at the desired time and parse the generated files. |
| Exported
reports from the custom reporting GUI |
| |
Some systems, such as Infortext call accounting
systems or ResumeRouters, may provide an "export"
function from their report admin screens, but
these reports contain too much data or data that
is only valuable when merged with other systems.
Perhaps a supervisor is interested in the agent
statistics for users that traversed the IVR a
certain way, who have certain skills, who entered
certain wrap-up codes. This requires a merge of
three systems' data. These packages will often
allow a scheduler to run them at specific times.
CallKnowing can pick up the file and process it
further. |
|
|
|
|
