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Standard Reports

Standard reports are created in the Oracle Contact On Demand Supervision Manager. It is recommended that administrators set up some of the following types of standard reports in Oracle Contact On Demand:

• Agent Profile and Productivity. Example reports to set up include the following:
  • Set up an Agent Interaction report that displays information about the number and duration of chat interactions for the selected agent.
  • Set up an Agent Skills report that displays all skills defined for your company, indicates which agents possess that skill, and the agent's rating for the skill.

    NOTE:  This report is particularly useful if you have skills based routing configured for chat.

  • Set up an Agent Utilization report that displays the amount of time each agent spends handling chat interactions.
• Project. An example project report to set up includes the following:
  • Set up a Project Segments report that displays a set of chat interaction statistics.
• Workgroup Productivity. Example reports to set up include the following:
  • Set up a Workgroup Segments report that displays a set of chat interaction statistics.
  • Set up a Workgroup Interval Time report that displays how workgroups are performing at specific times of the day.
  • Set up a Workgroup Interval Time by Media report that displays how many chat interactions are received at specific times of the day.
• Call Center Operations. Example reports to set up include the following:
  • Set up a Workgroup Skills report that displays the skills assigned to a workgroup and the rating assigned to each skill.

    NOTE:  This report is particularly useful if you have skills based routing configured for chat.

For more information about standard reports, see Oracle Contact On Demand Supervision Manager Guide.