Introduction

This section contains information about the 3iMedia Reporting Services. Essentially, two product versions are offered.

3iMedia Reporting Services for Queue Controller

The Reporting Services for Queue Controller generate reports for the queues configured in the contact center. They provide detailed information about the complete call flow as well as information about the agents within the individual queues.

The following reports are available:

• Queue Report (inbound)
• Agent Report (inbound)
• Status Report
• Data Protection Report (license-free)

Prerequisites:

• 3iMedia Call Queue Controller including license
• Configured queue
• Logging of Queue Controller CDR data to a Microsoft SQL database

3iMedia Reporting Services for SwyxWare

The Reporting Services for SwyxWare generate reports based on Swyx CDR data.

The following reports are available:

• Swyx Agent Report (inbound / outbound)
• Swyx Hotline Report (inbound)
• Swyx Individual Call Detail Report (inbound / outbound)

Prerequisites:

• Logging of Swyx CDR data to a Microsoft SQL database

Links