WFM レポート
Bright Patternコンタクトセンターは、Aspect WFM（ワークフォースマネジメント）アプリケーションとの統合をサポートしています。これらのアプリケーションは、従業員のスケジュール作成およびエージェントによる作業スケジュールの遵守をリアルタイムで監視するために、自動的に生成された多数のレポートを提供します。 WFMレポートの作成は、設定した間隔に基づいて、または必要に応じて行われます。
WFMアカウントの統合については、統合アカウントをご覧ください。
ご注意：WFMレポートを生成するための権限は、システム管理者が有効にしなければなりません。
レポートタイプ
レポートタイプは以下が含まれます: ベーシック, APS, エージェントパフォーマンス (日次)
スケジュール
スケジュール の設定でWFMレポートの自動生成が設定できます。設定は以下の通りです。
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."
On Demand
On Demand settings allow you to generate WFM reports on an as-needed basis. Their settings are as follows.
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_%d_%t.csv where 50Reports is the destination folder and Report_%d_%t.csv is the file name).
Note that in your scheduled report, you can add date (%d) and time (%t) placeholders to the specified filename. For example, specifying filename Report_%d_%t.csv results in a scheduled report with a filename such as Report_20180521_113000 where 20180521 represents the date "May 21, 2018" and 113000 represents the time "11:30:00" that the report was generated.
FTP Username
Specify the FTP username (e.g., "1250bayhill@gmail.com").
FTP Password
Specify the FTP password.
Test connection
Test connection tests the connection of the FTP username and password.