Interaction Tracker Timesheet Reporting

Transcription

1 Interaction Tracker Timesheet Reporting Technical Reference Interactive Intelligence Customer Interaction Center (CIC) 2016 R2 Last updated December 14, 2015 (See Change Log for summary of changes.) Abstract If your organization needs to associate phone calls with customers, Interaction Tracker Timesheet Reporting allows you to accurately track the time spent on these calls. This paper is an overview of the Timesheet Reporting feature and provides information on configuring Timesheet distribution in Interaction Administrator. Interactive Intelligence, Inc Interactive Way Indianapolis, Indiana Telephone/Fax (317)

2 Copyright and Trademark Information Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the Spirograph logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voic Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. Interaction Dialer and Interaction Scripter are registered trademarks of Interactive Intelligence, Inc. The foregoing products are Interactive Intelligence, Inc. All rights reserved. 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All rights reserved. This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at A database is incorporated in this software which is derived from a database licensed from Hexasoft Development Sdn. Bhd. ("HDSB"). All software and technologies used by HDSB are the properties of HDSB or its software suppliers and are protected by Malaysian and international copyright laws. No warranty is provided that the Databases are free of defects, or fit for a particular purpose. HDSB shall not be liable for any damages suffered by the Licensee or any third party resulting from use of the Databases. Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies. DISCLAIMER INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY, INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE. Interactive Intelligence, Inc Interactive Way Indianapolis, Indiana Telephone/Fax (317)

3 Table of Contents Introduction... 2 About this information... 2 Referenced information... 2 Overview... 3 Law firms... 3 Getting Started... 4 Requirements... 4 Hardware... 4 Software... 4 Licensing... 4 Software for viewing Timesheets... 4 Configuring... 5 Interaction Administrator... 5 Configuring Timesheet distribution... 5 Timesheet Reporting dialog... 5 Timesheet Reporting Options box... 6 Viewing a Timesheet... 7 Sample Timesheet... 7 Change Log... 8 Interaction Tracker Timesheet Reporting Technical Reference 1

4 Introduction Interaction Tracker Timesheet Reporting allows professional service organizations to easily associate phone calls with clients. Timesheet Reporting allows organizations, such as legal firms, to accurately track time spent on the phone with clients. If your organization requires billing clients for time, Tracker Timesheet Reporting can assist you in accurately tracking the time spent on these calls. This document includes: An overview and description of Interaction Tracker Timesheet Reporting Installation information Configuration considerations Information on viewing data in reports About this information The information in this technical reference is for supervisors and business managers responsible for tracking employee billable time, and other Customer Interaction Center (CIC) users who need to track time spent on the phone with clients. Users of this information might also include partners, planners, installers, and administrators who plan to use the timesheet reports for tracking billable time. Referenced information Because Interaction Tracker Timesheet Reporting is installed with Interaction Recorder, this document refers to other technical references and guides. These documents are available in the Documentation Library on your IC server. The CIC Documentation Library is also available on the Interactive Intelligence website, at The following documentation and links can provide additional information when using Interaction Tracker Timesheet Reporting. Interaction Center Installation and Configuration Guide Interactive Intelligence License Management web site ( Interaction Recorder and Interaction Quality Manager Technical Reference Interaction Tracker Timesheet Reporting Technical Reference 2

5 Overview Interaction Tracker Timesheet Reporting exports call history data collected on Customer Interaction Center (CIC) users into an individual Timesheet for selected users. The data is exported into an XML format and ed to designated users with their individual phone call activity. This data can be used to assist individuals in reporting and verifying accurate phone call information for billing purposes. The Timesheet data can be imported into an Excel spreadsheet to track billable time. Interaction Tracker Timesheet Reporting is installed as part of CIC. Timesheet distribution is configured in Interaction Administrator, in the Tracker configuration dialog. At the specific time you configure, Timesheets will be sent by to designated users in a predefined role. Law firms Tracker Timesheet Reporting was designed to fit the billing requirements for law firms. Typically law firms might ask associates to bill 1,900 client hours per year, and partners are often required to bill a set number of hours per year. Billable hours are a management and budget tool, used to predict income, expenses, compensation, and hiring needs. Tracker Timesheet Reporting can help track billable hours that partners and associates spend on phone calls, which might otherwise go unaccounted. This information can assist law firms in creating monthly financial reports and reaching profit targets. The Timesheets assist partners and associates in their time-keeping efforts and provide the law firm with accurate phone call data that is easy to access. Interaction Tracker Timesheet Reporting Technical Reference 3

6 Getting Started Requirements Hardware There are no additional hardware prerequisites for the Interaction Timesheet Reporting feature. Software The Interaction Tracker Timesheet Reporting feature is installed during the Installation of Customer Interaction Center. Licensing An Interaction Tracker license is required to get the Timesheet Reporting feature. Software for viewing Timesheets To view these reports in Excel, you will need a copy of Microsoft Excel spreadsheet software for Office XP or later. Interaction Tracker Timesheet Reporting Technical Reference 4

7 Configuring Interaction Administrator You configure Timesheet Reporting in Interaction Administrator. You configure the distribution of Timesheets for individual users who have been assigned the Billable-Time User Role in Interaction Administrator under the People container. Configuring Timesheet distribution Timesheet Reporting dialog To access the Interaction Tracker Configuration dialog, from the Interaction Administrator tree view controls, select the Interaction Tracker node. In the right pane, double-click Interaction Tracker Configuration. In the Interaction Tracker Configuration dialog box, click the Timesheet Reporting tab to display the configuration options on the Timesheet Reporting page. Enable Timesheet Reporting If you have a Timesheet reporting license, you also need to select this check box for Timesheets to be ed to members of your Billable-Time User role. Interaction Tracker Timesheet Reporting Technical Reference 5

8 Timesheet Reporting Options box Run the Report Select when you want your Timesheets delivered, either Weekly or Daily. Time Select or type the time to run the data for your timesheet. Day From the drop-down list, select the day to run the data for your timesheet. Role of Users to receive Timesheet From the drop-down list, select the Role of the users you want to receive this report. The default role is Billable-Time User. Smallest Billable Time Unit Type or select the smallest billable time in minutes. Billable Time Format Select or type the time format for your timesheet. Interaction Tracker Timesheet Reporting Technical Reference 6

9 Viewing a Timesheet Timesheets are delivered in XML format, and can be viewed in an Excel spreadsheet. The XML file is attached to the that is sent to the members of your Billable-Time User role. To view the Timesheet, double-click the XML attachment to automatically open the Timesheet in Excel. You might have to save the attachment and double click if from the folder in which it is saved, or open it directly from your Excel program. Sample Timesheet The following is a sample of a Tracker Timesheet usage report. Interaction Tracker Timesheet Reporting Technical Reference 7

10 Change Log Change Log Date December 14, 2015 July 29, 2015 June 25, 2015 May 21, 2015 April 1, 2014 September 9, 2014 January Changed Updated reference to CIC Documentation Library. IC Make rebranding changes in technical references Entire document Verified there are no references to Interaction Client.NET Edition. Referenced information Changed title from IC Installation and Configuration Guide to Interaction Center Installation and Configuration Guide Verified URLs and other titles. Verified IA screen captures. Rebranding changes, new logo and font colors. Updated Copyright and Trademark Information page. In Referenced Information section, changed title of Installing and Configuring Interaction Recorder Technical Reference to Interaction Recorder and Interaction Quality Manager Technical Reference. Updated Copyright and Trademark Information page. Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to Interactive Intelligence Product Information site URLs, and copyright and trademark information. Updated Copyright and Trademark Information page. Interaction Tracker Timesheet Reporting Technical Reference 8