Siebel Communications Server Administration Guide > Advanced Communications Configuration >
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
- From the application-level menu, choose Navigate > Site Map > 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 58, Table 59, and Table 60. The field names are specified using the parameters LogField and AfterWork.
Table 58. 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 59. 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 60. 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 |
|