Latest revision as of 04:08, 29 May 2024

• 5.19 • 5.3 • 5.8

WFM Reports

Bright Pattern Contact Center supports integrations with the Aspect WFM (workforce management) application. These applications provide a number of automatically generated reports for workforce scheduling and real-time monitoring of agents’ adherence to work schedules. WFM reports may be scheduled on a set interval or on an as-needed basis.

For more information regarding integrating a WFM account, see section Integration Accounts.

Note that in order to generate WFM reports, the privilege must be enabled for your contact center by the system administrator. Starting from Bright Pattern Contact Center version 5.3.12, there is support for Calabrio but you have to enable it through the system provider.

WFM reports settings

Report types

Report types allows selection of the following: Basic, APS, and Agent Performance (daily)

Schedule

Schedule settings allow you to configure automatic WFM report generation. Their settings are as follows.

Reporting interval

Reporting interval is the frequency, in minutes, that reports will be delivered to your WFM account; the default setting is 15 minutes. Note: This interval does not apply to Agent Performance (daily) reports.

Deliver reports

Choose between Daily or Continuously.

Note if the Agent Performance (daily) report is enabled, it will be run/delivered only daily; continuous delivery applies to Basic and APS reports.

Run time

Run time allows you 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."

Delay

The number of minutes to delay when delivering reports continuously (only available when you select "Continuously"; see above).

On Demand

On Demand settings allow you to generate WFM reports on an as-needed basis. Their settings are as follows.

WFM On Demand report settings

Time frame

Time frame allows you to select a date range which you would like the report to cover. You may choose from either a pre-determined 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:

Today
Yesterday
This week
Last week
This month
Last month
Custom

Note: Weeks run from Sunday to Saturday.

From/To

From/To 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.

Run at

Run at 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.

Delivery

Delivery is where you configure the destination of either the scheduled or on-demand reports.

Transport Protocol

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 and file folder 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).

FTP Username

Specify the FTP username (e.g., "demo@gmail.com").

FTP Password

Specify the FTP password.

Test connection

Test connection tests the connection of the FTP username and password.

< Previous | Next >

@@ Line 1: / Line 1: @@
-<translate>= WFM Reports = <!--T:1-->
+= WFM Reports =
 Bright Pattern Contact Center supports integrations with the Aspect WFM (workforce management) application. These applications provide a number of automatically generated reports for workforce scheduling and real-time monitoring of agents’ adherence to work schedules. WFM reports may be scheduled on a set interval or on an as-needed basis.
-<!--T:2-->
 For more information regarding integrating a WFM account, see section [[Contact-center-administrator-guide/IntegrationAccounts#WFM_Integration|Integration Accounts]].
-<!--T:3-->
 Note that in order to generate WFM reports, the privilege must be enabled for your contact center by the system administrator. Starting from Bright Pattern Contact Center version 5.3.12, there is support for Calabrio but you have to enable it through the system provider.
-<!--T:4-->
 [[File:WFM-Reports-54.PNG|800px|thumb|center|WFM reports settings]]
-== Report types == <!--T:5-->
+== Report types ==
 ''Report types'' allows selection of the following:  '''Basic''', '''APS''', and '''Agent Performance (daily)'''
-== Schedule == <!--T:6-->
+== Schedule ==
 ''Schedule'' settings allow you to configure automatic WFM report generation. Their settings are as follows.
-=== Reporting interval === <!--T:7-->
+=== Reporting interval ===
 ''Reporting interval'' is the frequency, in minutes, that reports will be delivered to your WFM account; the default setting is 15 minutes. Note: This interval does not apply to Agent Performance (daily) reports.
-=== Deliver reports === <!--T:8-->
+=== Deliver reports ===
 Choose between '''Daily''' or '''Continuously'''.
-<!--T:9-->
 Note if the '''Agent Performance (daily)''' report is enabled, it will be run/delivered only daily; continuous delivery applies to '''Basic''' and '''APS''' reports.
-=== Run time === <!--T:10-->
+=== Run time ===
 ''Run time'' allows you 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."
-=== Delay === <!--T:11-->
+=== Delay ===
 The number of minutes to delay when delivering reports continuously (only available when you select "Continuously"; see above).
-== On Demand == <!--T:12-->
+== On Demand ==
 ''On Demand'' settings allow you to generate WFM reports on an as-needed basis. Their settings are as follows.
-<!--T:13-->
 [[File:WFM-Report-On-Demand-53.PNG|650px|thumb|center|WFM On Demand report settings]]
-=== Time frame === <!--T:14-->
+=== Time frame ===
 ''Time frame'' allows you to select a date range which you would like the report to cover. You may choose from either a pre-determined period of time or a custom period. After you have selected the date range, you may configure an hour range in [[#From/To|From/To]]. The time frame options are as follows:
-<!--T:15-->
 * Today
 * Yesterday
@@ Line 55: / Line 49: @@
 * Custom
-<!--T:16-->
 Note: Weeks run from Sunday to Saturday.
-=== From/To === <!--T:17-->
+=== From/To ===
 ''From/To'' 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.
-=== Run at === <!--T:18-->
+=== Run at ===
 ''Run at'' 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.
-== Delivery == <!--T:19-->
+== Delivery ==
 ''Delivery'' is where you configure the destination of either the scheduled or on-demand reports.
-=== Transport Protocol === <!--T:20-->
+=== Transport Protocol ===
 Select '''FTP''' or '''SFTP'''. Note that the corresponding SMTP settings are configured on the [[Contact-center-administrator-guide/EmailSettings#SMTP_Configuration|Email Settings > SMTP Configuration]] page.
-=== FTP/SFTP Server hostname === <!--T:21-->
+=== FTP/SFTP Server hostname ===
 Enter the ''FTP/SFTP Server hostname'' (e.g., "cust.anyftp.com").
-=== Destination and file folder name === <!--T:22-->
+=== Destination and file folder 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).
-=== FTP Username === <!--T:23-->
+=== FTP Username ===
 Specify the FTP username (e.g., "demo@gmail.com").
-=== FTP Password === <!--T:24-->
+=== FTP Password ===
 Specify the FTP password.
-=== Test connection === <!--T:25-->
+=== Test connection ===
 ''Test connection'' tests the connection of the FTP username and password.
-</translate>

Navigation menu