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= Viewing Your Reports= | = Viewing Your Reports= | ||
| − | While you are working in the GPlus Adapter for Salesforce, you can view reports | + | While you are working in the GPlus Adapter for Salesforce, you can view reports and statisticsat 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: | |
<div class="cloud-tabberlive-wrapper"> | <div class="cloud-tabberlive-wrapper"> | ||
<tabber> | <tabber> | ||
| − | + | Reports= | |
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| − | <h2> | + | <h2>Reports</h2> |
<div class="cloud-left"> | <div class="cloud-left"> | ||
The My Reports view for voice interactions displays Call Activity, Handle Time, and averages of calls per hour and call time. | The My Reports view for voice interactions displays Call Activity, Handle Time, and averages of calls per hour and call time. | ||
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| − | + | My Statistics= | |
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| − | <h2> | + | <h2>My Statistics</h2> |
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| − | + | 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. | ||
| + | |||
| + | 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. | ||
| + | |||
| + | 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]]). | ||
| + | |||
| + | 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]]). | ||
| + | |||
| + | 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]]). | ||
| + | <!--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. | ||
| + | |||
| + | 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. | ||
| + | |||
| + | 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. | ||
| + | |||
| + | '''Note:''' Statistics about the Routing Points, Queues, and so on, are displayed in the [[ContactCenterStatistics|Contact Center Statistics]] tab.--> | ||
| + | |||
| + | 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. | ||
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</div> | </div> | ||
</div> | </div> | ||
Revision as of 19:06, May 21, 2015
Viewing Your Reports
While you are working in the GPlus Adapter for Salesforce, you can view reports and statisticsat 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
The My Reports view for voice interactions displays Call Activity, Handle Time, and averages of calls per hour and call time.
Call Activity metrics include Total calls, Inbound calls, Outbound calls, Internal calls, and Consult calls.
Handle Time metrics track (in minutes) Total time, Talk time, Wrap Up time, Ready time, and Hold time.
Contact Center Statistics
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 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.
My Statistics
The My Statistics tab of the Main View displays the list of your Key Performance Indicators (KPIs).
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.
Click column heads to change the sort order of the KPIs.
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.
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 (
).
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 (
).
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 (
).
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.