Jump to: navigation, search
(→‎Viewing Your Reports)
 
(47 intermediate revisions by 4 users not shown)
Line 1: Line 1:
−
= Viewing Your Reports=
+
= Viewing your reports=
 +
__NOTOC__
  
−
While you are working in the GPlus Adapter for Salesforce, you can view reports and statistics at any time. This information is important for you to see so that you can gauge the call wait times and monitor your Key Performance Indicators (KPIs).  
+
While you are working in the Gplus Adapter for Salesforce, you can view reports and statistics at any time. This information is important for you to see so that you can gauge the call wait times and monitor your Key Performance Indicators (KPIs).  
  
−
Reports and statistics are available to you through the main menu. Click the tabs below to view information about each of the report types:
+
Reports and statistics are available to you through the main menu. You can access the following Adapter views:
  
−
<div class="cloud-tabberlive-wrapper">
+
{{CloudStep_Stack
−
<tabber>
+
|title=Reports view
−
+
|text=The Reports view for voice interactions displays two pages: '''My Call Activity''' and '''My Handle Time'''. To navigate between the pages, use the arrows on the left and right side of the Adapter.
−
Reports=
 
−
<div class="cloud-wrapper">
 
−
<h2>Reports</h2>
 
−
<div class="cloud-left">
 
−
The Reports view for voice interactions displays two pages: '''My Call Activity''' and '''My Handle Time'''. To navigate between the pages, use the arrows on the left and right side of the adapter.
 
−
 
 
−
[[File:Gplus_adp_chat_reports.png|right]]
 
  
 
* On the '''My Call Activity''' page, you can view a diagram that represents the averages of calls per hour and call time. Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.
 
* On the '''My Call Activity''' page, you can view a diagram that represents the averages of calls per hour and call time. Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.
−
* On the '''My Handle Time''' page, you see metrics in minutes) for Total time, Talk time, Wrap Up time, Ready time, and Hold time.
+
* On the queue statistics page, you can select a queue from the drop-down list and see corresponding statistics such as the number of calls waiting, the maximum wait time, and the average wait time.
−
</div>
+
* On the '''My Handle Time''' page, you see metrics (in minutes) for Total time, Talk time, Wrap Up time, Ready time, and Hold time.  
−
</div>
 
−
 
−
|-|
 
−
My Statistics=
 
−
<div class="cloud-wrapper">
 
−
<h2>My Statistics</h2>
 
−
<div class="cloud-left">
 
−
The '''My Statistics''' tab of the [[MainWindow|Main View]] displays the list of your Key Performance Indicators (KPIs).<!-- If you are using the Gadget, this information is available from the My Statistics view. You can also view your KPIs in the [[Statistics_Gadget|Statistics Gadget]].-->
 
−
 
 
−
The KPIs displayed are configured by your system administrator. The statistics defined as KPIs could also be evaluated for the agent groups of which you are a member. <!--Your performance is displayed in the Personal column, and the statistic value for each Agent Group is displayed in a column with the name of the agent group as the column header.-->
 
  
−
Click column heads to change the sort order of the KPIs.
+
|media1=Gplus_adp_chat_reports.png
 +
}}
  
−
The '''My Statistics''' tab displays your current KPIs and a summary of the KPIs of your work group(s). The '''My Statistics''' tab enables you to compare your performance with the overall performance of the group(s) to which you belong.
+
{{AnchorDiv|myStatView}}
  
−
A  warning icon might be displayed in the left-most column of the row. The warning icon is displayed if the evaluation of your performance for the KPI goes beyond the expected warning level for the KPI ([[Image:IW_KPI_Warning_Icon.gif]]).
+
{{CloudStep_Stack
 +
|title=My statistics view
 +
|text=The '''My Statistics''' page of the Adapter displays the list of your statistics, otherwise known as Key Performance Indicators (KPIs).
  
−
An error icon might be displayed next to a KPI if the evaluation of the performance is below the expected error level for the KPI ([[Image:IW_KPI_Alert_Icon.gif]]).
+
You can access the My Statistics page from the main menu at the top corner of the Adapter. The statistics that you see depend on how your administrator has configured your account. For example, you might see agent statistics, skill statistics, and queue statistics. If your Adapter does not include a My Statistics option on the main menu, your administrator might not have added any statistics to your agent account. In this case, contact your administrator.
  
−
A worst icon might be displayed next to a KPI if the evaluation of the performance is below the expected error level for the KPI ([[File:Worst.png]]).
+
You can expand sections by clicking the arrows next to the section title.
−
<!--Right-click in the '''My Statistics''' tab to access the shortcut menu that enables you to show/hide columns and KPIs, and to turn on or off KPI filtering to show only those that have alerts.
 
  
−
The '''My Statistics''' menu enables you to specify which  KPIs are displayed. Select a KPI to show or hide it. KPIs that are displayed have a check mark next to them.
+
You can also type a value into the search field to filter the list of statistics that are displayed.
  
−
The '''Agent Groups''' menu enables you to show or hide the column that contains the KPI values for the agent group. Select a group to show or hide it. Agent Groups that are displayed have a check mark next to them.
+
'''Note:''' Statistics about the Routing Points, Queues, and so on, are displayed in the Contact Center Statistics tab.  
  
−
Select '''Show All statistics''' to display all of the KPIs. Select '''Show Only Alerting Statistics''' to display only KPIs that have warnings or errors. This menu does not affect the columns that are displayed.
+
|media1=Gplus_adp_chat_mystatistics_ex.png
 +
}}
  
−
'''Note:''' Statistics about the Routing Points, Queues, and so on, are displayed in the [[ContactCenterStatistics|Contact Center Statistics]] tab.-->
+
{{AnchorDiv|contactStatView}}
 +
{{CloudStep_Stack
 +
|title=Contact center statistics view
 +
|text=The '''Contact Center''' page on the Adapter displays a summary of your Routing Point metrics, which might include:
  
−
If a statistic has been configured incorrectly, the background of the statistic becomes red and the error icon is displayed. You should report errors immediately. The reason for the problem is displayed in a tooltip if you place your mouse pointer over the problematic statistic row.
+
*Average Waiting Time
 +
*Waiting Calls
 +
*Max Wait Time
 +
*Service Level
 +
*Abandoned
 +
*Answered
  
−
|-|
+
Your Adapter might display more, or fewer, metrics depending on how your administrator has configured the Contact Center Statistics view.
−
Contact Center Statistics=
 
−
<div class="cloud-wrapper">
 
−
<h2>Contact Center Statistics</h2>
 
−
<div class="cloud-left">
 
−
The Contact Center view for voice interactions displays a summary of your Routing Point metrics, including Current Max Wait Time, and Average Wait Time.
 
  
−
Tracking of Answered calls and Abandoned calls is charted at the bottom of the dashboard and is divided into two tabs: Past 60 Minutes, and Past 24 Hours.
+
You can also type a value into the search field to filter the list of statistics that are displayed.
  
−
You can switch between configured Routing Point dashboards by selecting the desired dashboard from the dropdown in the upper-right corner or by selecting the pop-up arrows on either side of the dashboard.
+
You can access these statistics from the main menu. You may also be able to view these statistics by clicking '''Statistics''' from the bar at the bottom, if your administrator has configured this option.
−
 
−
</div>
 
−
</div>
 
−
 
−
</tabber>
 
−
<div style="clear: both;"> </div>
 
  
 +
The number on the '''Statistics''' icon might display the value of a statistic configured by your administrator. You can identify the statistic name by hovering or placing the mouse over the '''Statistics''' icon.
 +
|media1=Gplus_adapt_sf_CC_statistics.png
 +
}}
  
  
 
[[Category:V:HTCC:8.5.2DRAFT]]
 
[[Category:V:HTCC:8.5.2DRAFT]]

Latest revision as of 07:37, November 30, 2017

Viewing your reports

While you are working in the Gplus Adapter for Salesforce, you can view reports and statistics at any time. This information is important for you to see so that you can gauge the call wait times and monitor your Key Performance Indicators (KPIs).

Reports and statistics are available to you through the main menu. You can access the following Adapter views:

Reports view

1

The Reports view for voice interactions displays two pages: My Call Activity and My Handle Time. To navigate between the pages, use the arrows on the left and right side of the Adapter.

  • On the My Call Activity page, you can view a diagram that represents the averages of calls per hour and call time. Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.
  • On the queue statistics page, you can select a queue from the drop-down list and see corresponding statistics such as the number of calls waiting, the maximum wait time, and the average wait time.
  • On the My Handle Time page, you see metrics (in minutes) for Total time, Talk time, Wrap Up time, Ready time, and Hold time.

My statistics view

1

The My Statistics page of the Adapter displays the list of your statistics, otherwise known as Key Performance Indicators (KPIs).

You can access the My Statistics page from the main menu at the top corner of the Adapter. The statistics that you see depend on how your administrator has configured your account. For example, you might see agent statistics, skill statistics, and queue statistics. If your Adapter does not include a My Statistics option on the main menu, your administrator might not have added any statistics to your agent account. In this case, contact your administrator.

You can expand sections by clicking the arrows next to the section title.

You can also type a value into the search field to filter the list of statistics that are displayed.

Note: Statistics about the Routing Points, Queues, and so on, are displayed in the Contact Center Statistics tab.

Contact center statistics view

1

The Contact Center page on the Adapter displays a summary of your Routing Point metrics, which might include:

  • Average Waiting Time
  • Waiting Calls
  • Max Wait Time
  • Service Level
  • Abandoned
  • Answered

Your Adapter might display more, or fewer, metrics depending on how your administrator has configured the Contact Center Statistics view.

You can also type a value into the search field to filter the list of statistics that are displayed.

You can access these statistics from the main menu. You may also be able to view these statistics by clicking Statistics from the bar at the bottom, if your administrator has configured this option.

The number on the Statistics icon might display the value of a statistic configured by your administrator. You can identify the statistic name by hovering or placing the mouse over the Statistics icon.

This page was last edited on November 30, 2017, at 07:37.
Comments or questions about this documentation? Contact us for support!