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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, refer to Siebel Reports Administration Guide.

To generate a communications report

  1. From the application-level menu, choose View > Site Map > Communications Administration > Reports.
  2. As instructed, choose View > Reports.

    3. The Reports dialog box appears.

  3. Select one of the following preconfigured call-center reports, or another report you have previously configured:
  4. Click Run.

    5. The selected report is generated for you to view or print.

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 55, Table 56, and Table 57. The field names are specified using the parameters LogField and AfterWork.

Table 55.  Event Log: LogIncomingCallContactFound
Parameter Name
Parameter Value
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 56.  Event Log: LogIncomingCallContactNotFound
Parameter Name
Parameter Value
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 57.  Event Log: LogIncomingCallMultiContactFound
Parameter Name
Parameter Value
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


 Siebel Communications Server Administration Guide 
 Published: 23 June 2003