- Contact Center Administrator Guide Introduction
- Contact Center Administrator IntroductionUser Interface
- Contact Center Administrator User InterfaceTutorials
- About TutorialsConcepts
- About ConceptsUsers and Teams
- Users & Teams SectionsDirectory
- Directory SectionsScenario Entries
- Scenario Entries SectionsScenarios
- About ScenariosWorkflows
- WorkflowsServices and Campaigns
- About Services & CampaignsLists
- ListsDo Not Call Lists
- Do Not Call ListsTasks
- Tasks SectionsCase & Contact Management
- Case & Contact Management SectionsCall Center Configuration
- Call Center Configuration SectionsQuality Management
- Quality Management SectionsReporting
- Reporting Sections
- Reporting Overview
- Report Templates
- Reporting Settings
- WFM Reports
- Teleopti WFM Reports
- 1.1 Report Types
- 1.2 Schedule
- 1.3 On demand
- Custom SectionsSecurity
- Security SectionsApplication Notes
- Application NotesAppendices
Teleopti WFM Reports
Teleopti WFM reports are used to provide historical data to the Teleopti WFM application for workforce scheduling/forecasting.
Note that in order to generate Teleopti WFM reports, the WFM Reports feature must be enabled for your contact center by the service provider.
Report types are the types of reports that may be generated: Queue, Agent Performance, and Agent Queue.
For more information about the data contained in these reports, please refer to Teleopti's specification titled "Pre-requisites and information. Teleopti WFM integrations – standard historical data. Version 1.4."
Please note that Bright Pattern Contact Center permanently sets values of some fields in these reports to "0." This generally means that either the given parameter was confirmed not to be essential for the scheduling/forecasting functions, or that the corresponding functionality is not supported.
Schedule settings allow you to configure automatic Teleopti WFM report generation. The settings are as follows.
The frequency, in minutes, that reports will be delivered via FTP/SFTP; the default setting is 15 minutes.
Choose between Daily or Continuously.
Allows you to configure what time you want the report generated at. To do this, enter a time and select from a drop-down menu the time zone that applies. The default time is "Midnight UTC."
On Demand settings allow you to generate Teleopti WFM reports on an as-needed basis. Click Schedule to edit the Teleopti WFM On Demand report settings.
Teleopti WFM On Demand report settings
Allows you to select a date range which you would like the report to cover. You may choose from either a predetermined period of time or a custom period. After you have selected the date range, you may configure an hour range in From/To.
The time frame options are as follows:
- This week
- Last week
- This month
- Last month
Note: Weeks run from Sunday to Saturday.
Displays the date range selected in Time frame. If you change the dates manually, the time frame will change to Custom; you may also configure an hour range using the drop-down menus.
Allows you to schedule the reporting period configured here for a later time; select the date on the calendar and the hour on the drop-down menu.
Where you configure the destination of either the scheduled or on-demand reports.
Select FTP or SFTP. Note that the corresponding SMTP settings are configured on the Email Settings > SMTP Configuration page.
FTP/SFTP Server hostname
Enter the FTP/SFTP Server hostname (e.g., "cust.anyftp.com").
Destination folder and file name
Specify the address of the destination folder and file name (e.g., 50Reports/Report.csv where 50Reports is the destination folder and Report is the file name).
Specify the FTP username (e.g., "firstname.lastname@example.org").
Specify the FTP password.
Tests the connection of the FTP username and password.