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Generating Contact Center Telephony Analytics Reports

The Contact Center Telephony Analytics screen provides reports that allow organizations to analyze all aspects of their contact center performance. Contact center administrators can generate reports using the following views:

• Contact Center and Agent Performance. Provides detailed insight into agent performance compared to standard targets and benchmarks.
• Contact Center Sales. Provides the integration of contact center data with actual detailed sales activity and performance data in order to provide a clear understanding of how the enterprise contact center achieves sales.
• Customer Service. Provides overall customer service metrics and an understanding of the typical customer experience through the various channels.
• Service Delivery and Costs. Provides the complete view of an initial incident through issue resolution with integrated expense data, allowing a start-to-finish cost analysis for an entire service call, including field service delivery activities and related data.

For more information about Siebel Business Intelligence products that support the reports in the Contact Center Telephony Analytics screen, see Siebel Reports Guide.

To generate Contact Center Telephony Analytics reports

1. Navigate to the Contact Center Telephony Analytics screen.
2. Click to select one of the following Contact Center Telephony Analytics views:
   • Contact Center and Agent Performance
   • Contact Center Sales
   • Customer Service
   • Service Delivery and Costs

     The selected view displays reports for you to view or print.