Management & Tools

The Management & Tools category allows you to define performance targets, export call records, review the definitions of report fields, manage automated reports, and track user activity within the system.

• To access this category, follow Reports > Management Reports > Management & Tools in the left-hand menu.
• This category includes Targets & Thresholds, Export Calls, Data Dictionary, My Scheduled Reports, and Audit Trail.

1. Targets & Thresholds

Targets & Thresholds is a settings screen where you can define performance targets, calculation methods, and alert thresholds used in reports. In this section, you can configure targets for service level (SLA), abandonment rate, average waiting time, and other performance criteria.

• To access this screen, follow Reports > Management Reports > Management & Tools > Targets & Thresholds.

2. Export Calls

Export Calls is a section where you can export call records for a specific date range in Excel format. On this screen, you can select the date range for the calls to be exported and include call steps in the file. This allows you to download call data to your computer for detailed review and analysis.

• To access this screen, follow Reports > Management Reports > Management & Tools > Export Calls.

How to Export Call Records

1. Select the period you want to export using the Start Date and End Date fields.
2. If you also want to export call processing and routing details, enable the Include Call Steps option.
3. Click the Preview button to review the data.
4. Click Export to Excel to download the call records to your computer.

3. Data Dictionary

The Data Dictionary is a section where you can review the definitions, descriptions, and categories of data fields used in reports. On this screen, you can learn the meanings of call IDs, time fields, metrics, dimensions, and technical data. This helps you interpret the information presented in reports more accurately.

• To access this screen, follow Reports > Management Reports > Management & Tools > Data Dictionary.

4. My Scheduled Reports

My Scheduled Reports is a section where you can manage reports configured to be generated and sent at regular intervals. On this screen, you can review report delivery frequency, recipients, last run times, and delivery statuses. You can also run reports manually, edit them, activate or deactivate them, and delete them.

• To access this screen, follow Reports > Management Reports > Management & Tools > My Scheduled Reports.

The screen includes the following information and actions:

• Report: The name of the report configured for automatic generation.
• Frequency: Indicates how often the report will run.
• Recipients: The email addresses to which the report will be sent.
• Last Status: The result of the most recent report run.
• Last Run: The date and time when the report was last run.
• Active: An option that enables or disables the scheduled report.

You can also find specific reports using the Search field and export the data in the list.

5. Audit Trail

The Audit Trail is a section where you can review user activity related to sessions and call operations performed within the system. On this screen, you can track when an action was performed, which user performed it, and which call it involved. This allows you to monitor system activity and review past operations.

• To access this screen, follow Reports > Management Reports > Management & Tools > Audit Trail.
• You can select the period you want to review using the Date field at the top of the screen. You can also filter activities by type using the All, Session, and Call Operation tabs.