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= レポート設定=
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= Reporting Settings=
レポート設定は、レポートデータの収集と取得プロセスを管理します。特定のレポートに関する設定については、[[contact-center-administrator-guide/ReportTemplates |レポートテンプレート]]をご覧ください。
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The reporting settings control various general aspects of collection and retrieval of reporting data. For settings related to specific reports, see section [[contact-center-administrator-guide/ReportTemplates|Report Templates]].
  
レポート設定を表示および編集するには、''レポート''メニューから'''レポート設定'''を選択します。
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To view and edit reporting settings, select '''Reporting Settings''' from the ''Reporting'' menu.
  
  
[[File:contact-center-administrator-guide-image55.jpeg|thumb|800px|center|レポート > レポート設定]]
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[[File:CCA-Reporting-Reporting-Settings-5399maint.PNG|thumb|800px|center|Reporting > Reporting Settings]]
  
  
== 画面プロパティ ==
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== Screen Properties ==
''レポート設定''の画面プロパティは以下の通りです:
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The ''Reporting Settings'' screen properties are described as follows.
  
=== 日次統計のリセット時間 ===
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=== Reset time for daily statistics ===
このプロパティは、コンタクトセンターの統計上の一日が始まる時間を指定します(つまり、1日中に蓄積された全ての統計データがゼロ値にリセットされる瞬間を意味します)。累積されるリアルタイムメトリックの殆どは、リセット時間を原点として計算されます。詳しい情報については、[[supervisor-guide/Purpose|''Bright Pattern コンタクトセンタースーパーバイザーガイド'']]のリアルタイムメトリックのセクションをご覧ください。
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This property sets the time when the statistical day in your contact center begins (i.e., the moment when all statistics accumulated for a day will be reset to zero values). Most of the cumulative real-time metrics are calculated since the reset time. For more information, see the description of real-time metrics in the [[supervisor-guide/Purpose|''Bright Pattern Contact Center Supervisor Guide'']].
  
可能であれば、コンタクトセンターの全てのサービスが通常終了している時間帯を選択してください。 24時間365日の営業の場合は、トラフィック量が最も少ないと予想される時間帯を選択してください。
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If possible, select the time when all services of your contact center are normally closed. For 24/7 operations, select the time when you expect the least amount of traffic.
  
=== 履歴レポートデータベース ===
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=== Agent info in directory ===
''履歴レポートデータベース'' を設定すると、レポートデータベースに直接アクセスするために必要な情報が提供されます(例えば、カスタムレポート作成にサードパーティのレポート作成ツールやアドホッククエリを使用する場合など)。これらの設定は、元々サービスプロバイダレベルで設定されています。 ''データベースサーバ ''のホスト名、 ''データベース名 ''、および ''ユーザー名 ''は変更できません。 データベースに直接アクセスするために、''パスワード ''を変更し、新しいパスワードでユーザー名を使用することができます。この方法で接続できない場合は、レポートデータベースにアクセスするための追加の条件があるかどうかについて、サービスプロバイダーにお問い合わせください。
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If the display of real-time reporting data in the Agent Desktop directory is enabled for your contact center by the service provider, this setting allows you to choose what type of information the directory will show for the agents. You can either show [[Agent-guide/Tutorials/Calls/HowtoUsetheDirectory#Presence_Icons|presence]] or actual [[Agent-guide/Tutorials/Calls/HowtoUsetheDirectory#Agent_State_Icons|agent states]] with time in state and Not Ready reasons.
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Note that for the business users (non-agents), the Directory will always show [[Agent-guide/Tutorials/Calls/HowtoUsetheDirectory#Presence_Icons|presence]].
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=== Service metrics in the directory ===
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If the display of real-time reporting data in the Agent Desktop directory is allowed for your contact center, this setting allows Agent Desktop directories to display the current values of up to two (i.e., a ''Primary'' and a ''Secondary'') of the following real-time metrics for voice and chat scenario entries that can be seen via the directory.
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* [[Reporting-reference-guide/AllMetrics#Inbound_Interactions_Currently_in_Queue_.28IN_Waiting.29|IN Waiting]]
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* [[Reporting-reference-guide/AllMetrics#Max_Inbound_Wait_Time_.28IN_Max_Wait.29|IN Max Wait]]
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* [[Reporting-reference-guide/AllMetrics#Estimated_Wait_Time_.28IN_EWT.29|IN EWT]]
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* [[Reporting-reference-guide/AllMetrics#Percentage_of_Inbound_Interactions_Answered_in_Service_Level_Over_the_Day_.28IN_Svc_Level_Day_.25.29|In Svc Level %]]
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* [[Reporting-reference-guide/AllMetrics#Agents_Ready_.28Ready.29|Ready]]
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* [[Reporting-reference-guide/AllMetrics#Logged-in_Agents_.28Logged_In.29|Logged In]]
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Note: Metrics will be shown for the service associated with the given senario entry. For scenario entries that have no service association, no metrics will be shown.
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=== Historical Reporting Database ===
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Setting the ''Historical Reporting Database'' property provides information that you need in order to access your Reporting Database directly (e.g., if you intend to use a third-party reporting tool for custom reporting or ad-hoc queries). These settings are initially configured at the service provider level. The ''Database server'' host name, the ''Database name'', and the ''Username'' cannot be changed. You can change the ''Password'' and then use the username with this new password for direct access to the database. If you cannot connect using this method, check with your service provider to see if there are additional conditions set for accessing the reporting database.

Latest revision as of 08:14, 10 September 2021

Other languages:
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• 5.3 • 5.8

Reporting Settings

The reporting settings control various general aspects of collection and retrieval of reporting data. For settings related to specific reports, see section Report Templates.

To view and edit reporting settings, select Reporting Settings from the Reporting menu.


Reporting > Reporting Settings


Screen Properties

The Reporting Settings screen properties are described as follows.

Reset time for daily statistics

This property sets the time when the statistical day in your contact center begins (i.e., the moment when all statistics accumulated for a day will be reset to zero values). Most of the cumulative real-time metrics are calculated since the reset time. For more information, see the description of real-time metrics in the Bright Pattern Contact Center Supervisor Guide.

If possible, select the time when all services of your contact center are normally closed. For 24/7 operations, select the time when you expect the least amount of traffic.

Agent info in directory

If the display of real-time reporting data in the Agent Desktop directory is enabled for your contact center by the service provider, this setting allows you to choose what type of information the directory will show for the agents. You can either show presence or actual agent states with time in state and Not Ready reasons.

Note that for the business users (non-agents), the Directory will always show presence.

Service metrics in the directory

If the display of real-time reporting data in the Agent Desktop directory is allowed for your contact center, this setting allows Agent Desktop directories to display the current values of up to two (i.e., a Primary and a Secondary) of the following real-time metrics for voice and chat scenario entries that can be seen via the directory.

Note: Metrics will be shown for the service associated with the given senario entry. For scenario entries that have no service association, no metrics will be shown.

Historical Reporting Database

Setting the Historical Reporting Database property provides information that you need in order to access your Reporting Database directly (e.g., if you intend to use a third-party reporting tool for custom reporting or ad-hoc queries). These settings are initially configured at the service provider level. The Database server host name, the Database name, and the Username cannot be changed. You can change the Password and then use the username with this new password for direct access to the database. If you cannot connect using this method, check with your service provider to see if there are additional conditions set for accessing the reporting database.

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