Siebel Communications Server Administration Guide > Configuring Advanced Communications Features >
Generating Communications Reports
Communications administrators and call center managers can generate reports tracking inbound and outbound activity for Siebel Communications Server. For information about configuring additional reports, see Siebel Reports Administration Guide. To generate a communications report
- Navigate to Administration - Communications > Reports.
- As instructed, click the Reports button in the application toolbar (not in the communications toolbar).
- Click to select one of the following preconfigured call-center reports, or another report you have previously configured:
Requirement for Defining Fields in Event Logs
Generating the reports identified in this section requires that event log definitions in your communications configuration include parameters that specify field names as shown in the examples in Table 60, Table 61, and Table 62. The field names are specified using the parameters LogField and AfterWork.
Table 60. Event Log: LogIncomingCallContactFound
|
|
Display |
FALSE |
BusObj |
Contact |
BusComp |
Action |
LogField.Type |
Call - Inbound |
LogField.'Account Id' |
{Contact.'Account Id'} |
LogField.'Contact Id (Thin)' |
{Contact.Id} |
LogField.Description |
Inbound call |
LogField.'Call Id' |
{ConnID} |
LogField.'Planned' |
{@WorkStartTime} |
LogField.'Started' |
{@WorkStartTime} |
AfterWork.'Planned Completion' |
{@Now} |
AfterWork.'Done' |
{@Now} |
AfterWork.'ACD Call Duration' |
{@WorkDuration} |
ServiceMethod |
Persistent Customer Dashboard.Update Dashboard from CTI |
ServiceParam.Field |
Id |
ServiceParam.Value |
{Contact.Id} |
WorkTrackingObj.ContactId |
{Contact.Id} |
Table 61. Event Log: LogIncomingCallContactNotFound
|
|
BusObj |
Contact |
BusComp |
Action |
LogField.Type |
Call - Inbound |
LogField.Description |
Unknown Caller({ANI}) |
LogField.'Call Id' |
{ConnID} |
AfterWork.'ACD Call Duration' |
{@WorkDuration} |
ServiceMethod |
Persistent Customer Dashboard.CleanDashBoard_UI |
Table 62. Event Log: LogIncomingCallMultiContactFound
|
|
BusObj |
Contact |
BusComp |
Action |
LogField.Type |
Call - Inbound |
LogField.Description |
Inbound call({ANI}) |
LogField.'Call Id' |
{ConnID} |
AfterWork.'ACD Call Duration' |
{@WorkDuration} |
ServiceMethod |
Persistent Customer Dashboard.CleanDashBoard_UI |
|