Fonality Report Scheduler Quick Start Guide Fonality

Transcription

1 Fonality Report Scheduler Quick Start Guide Fonality

2 The Fonality Report Scheduler is a free feature of Fonality s phone service. It provides a graphical user interface to run customized call detail reports for individual extensions or departments. There is also an ACD report module that mirrors the ACD reports found in the Fonality Control Panel. These reports can be scheduled and delivered to an address on a regular basis. Features: Graphical User Interface: allows for customization and scheduling of CDR and ACD reports Export reports in Excel format Schedule reports to be delivered in Excel format to on a regular basis Option to show call summary only, or summary plus details Option to filter on call type (queue, inbound, outbound, extension to extension) Available on all platforms This Quick Start Guide assumes that the proper licenses have been assigned to a customer s server and those licenses have been assigned to the individual users who wish to use the Report Scheduler function.

3 Getting Started Go to the Report Scheduler web login at To log in, use your HUD Web credentials to log in. Once logged in, you will be at the main screen and can choose from one of four reporting options: Report Builder Report Scheduler ACD Report Builder ACD Report Scheduler

4 Report Builder To build an ad-hoc report, select the Report Builder tab and fill out the desired report information to be presented in an Excel spreadsheet. Report Builder Options include: 1. Report Type a. Day run a report on a single day b. Week run a report for a week (separated by each day of the week) c. Month run a report of a single calendar month d. Four Weeks run a report for a 4 week period (separated by week) 2. Report Period a. Current runs a report from the current time period (i.e. current week or current month) b. Previous runs a report from the previous time period (i.e. the previous week or month) c. Custom runs a report using a custom start date (i.e. for running historical reports) 3. Include Weekends allows for the exclusion of Saturdays and/or Sundays from the report 4. Include Departments separates the report by department 5. Include Call Details creates an additional tab in the report spreadsheet containing all CDR records 6. To filter the display of calls by the to number that is called 7. From filter the display of calls by the from number that made a call 8. Results on one sheet selects whether or not to combine all departments onto a single spreadsheet or to separate them on different worksheet tabs in a spreadsheet 9. Separate Call Types selects whether or not to product individual call count columns for each call type selected (Queue, Inbound, Outbound, Extension-to-Extension). 10. Include These Call Types; Queue, Inbound, Outbound, Extension-to-Extension.

5 Report Scheduler The Report Scheduler allows you to build a report (or reports), that you wish to run automatically according to a set schedule. The output of these scheduled reports is sent via an to the recipient. Report Scheduler Options include (in addition to the Report Builder Options): 1. Choose Schedule Properties a. Specific Month or for all Months b. Specific Day of the Month or for each day of the Month c. Specific Day of the Week or for each day of the Week d. Specific Hour and Minute to run the report 2. Address the address to where the report will be delivered (Excel Spreadsheet) 3. Report Name a descriptive name for the report

6 ACD Report Builder To build an ad-hoc ACD report showing information on a specific Queue or multiple Queues, select the ACD Report Builder tab and fill out the desired report information to be presented in an Excel spreadsheet. ACD Report Builder Options include: 1. Report Duration a. Day run a report on a single day b. Week run a report for a week (separated by each day of the week) c. Month run a report of a single calendar month d. Four Weeks run a report for a 4 week period (separated by week) 2. Report Period a. Current runs a report from the current time period (i.e. current week or current month b. Previous runs a report from the previous time period (i.e. the previous week or previous month) c. Custom runs a report using a custom start date (i.e. for running historical reports) 3. Report Selection a. Abandoned i. Abandoned Calls :: Detail ii. Agent iii. Agent :: Talk Time iv. Service Level Agreement v. SLA :: Time to Answer (TTA)

7 ACD Report Builder Options (Cont.): b. Availability i. Reasons :: Queue Summary ii. Reasons :: Agent Summary iii. Reasons :: Agent Detail c. Completed i. Completed Calls :: Detail d. Distribution i. Call Distribution :: Month ii. Call Distribution :: Day iii. Call Distribution :: Weekday iv. Call Distribution :: Hour 4. Queue Selection select each Queue to be included in the report (use the Ctrl button to select multiple Queues)

8 ACD Report Scheduler The ACD Report Scheduler allows you to build a report (or reports) for Queue information, that you wish to run automatically according to a set schedule. The output of these scheduled reports is sent via an to the recipient. ACD Report Scheduler Options include (in addition to the ACD Report Builder Options): 1. Choose Schedule Properties a. Specific Month or for all Months b. Specific Day of the Month or for each day of the Month c. Specific Day of the Week or for each day of the Week d. Specific Hour and Minute to run the report 2. Address the address to where the report will be delivered (Excel Spreadsheet) 3. Report Name a descriptive name for the report

9 List of Scheduled Reports At the bottom of both the Report Scheduler tab and the ACD Report Scheduler tab, you can see the list of Currently Scheduled Reports that will run according to their settings. From this list, you can view or remove these Scheduled Reports.