Running Historical Reports for UB Call Center

Operating System: Windows

Applies to: UB faculty and staff

Last Updated: May 5, 2022

Instructions

Zoom image: call center historial reports call center historial reports.

1.  Log into the Unified Intelligence Center

2. Enter your UBITName in the Enter Username field.

3. Enter your UBITName password in the Enter Password field.

Zoom image: Warning message that only authorized UB faculty and staff are permitted access. Warning message that only authorized UB faculty and staff are permitted access.

4. Click OK to acknowledge the login warning banner for accessing a UB system.

5. The default landing spot is Home.

6. Select Reports on the left-hand side.

Zoom image: call center historial reports tab call center historial reports tab.

7. Select Stock from the Reports menu.

8. Select United CCX Historical.

9.  Select the desired report. Currently, the reports that apply to your teams will fall under Inbound or System.

10.  The most common Inbound and System reports are:

  • Agent Call Summary: Summary information about inbound and outbound transfer, conference, and agent calls
  • Agent State Summary: Information about each call received or made by each agent
  • Agent Wrap-Up Data Summary: Summary information after the agent enters the Work state associated with the wrap-up feature
  • Application Summary: Summary call statistics for calls presented, handled, and abandoned from each application. Information about call talk time, work time, and abandon time
  • Call Custom Variables Report: Customized details on which menu option was selected in a script and the Person Number data as entered by the caller
  • CSQ Activity Report by Interval: Information about calls routed to CSQs and service level, grouped by 30- or 60-minute intervals within the report period
  • Detailed Call CSQ Agent: Detailed call information about the CSQ that received the call and the agent handling the call

11.  The following icons are available:

Zoom image: Call center icons: Use Export to open the report in Excel; Print the report as it appears in the webpage; Adjust the filter settings of the report (date, time, resource group, etc.); View the current filter settings; Online Help will provide a detailed explanation of the current report. Call center icons: Use Export to open the report in Excel; Print the report as it appears in the webpage; Adjust the filter settings of the report (date, time, resource group, etc.); View the current filter settings; Online Help will provide a detailed explanation of the current report.
Still need help?

Contact the UBIT Help Center.