Reporting concepts

Reports are documents that contain information about the contact center operation. Analyze reports to manage the contact center.

Common tasks in reporting

The common tasks used in reporting are the following:

• Create report templates using Management Portal.
• Personalize report models in Microsoft Excel with pivot tables and graphs.
• Generate reports using report templates available in Management Portal.
• Export reports.
• Schedule periodic reports in Management Portal.
• Analyze reports to manage campaigns and agents.

Contact center entities and dimensions

Contact center entities are elements and parts of the contact center. For example, campaigns, agents, interactions, and contacts.

Dimensions represent the contact center entities in a report.

Difference between reports and report templates

Use report templates in Management Portal to generate reports. Report templates define the structure of reports. The content of the report is the data that the Altitude uCI Server retrieves from the database to fill the report template. Use the same report template to generate reports with the same data structure. The content of a report depends on the definition of a time interval and filters.

Components of a report template

Data sources define the structure of the report template. Report templates have one or more data sources. The main components of a data source are:

• Cube: A cube is a combination of dimensions that define the structure of the data source in a report template.
• Indicators: Indicators are counters and properties of the contact center entities.