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Advanced Reports

Advanced reports are created in the Oracle Contact On Demand Administration Manager only, but can be run in both Oracle Contact On Demand Administration Manager and Oracle Contact On Demand Supervision Manager. It is recommended that administrators set up some of the following types of advanced reports in Oracle Contact On Demand Administration Manager:

• Daily Project Performance. Set up a Daily Project Performance report to monitor chat interaction activity. You can use this report to determine project volume and other service factors, which help identify the busy hour and staffing requirements based on volume of chat interactions.
• Interval Workgroup Performance. Set up an Interval Workgroup Performance report to display workgroup activity and total number of agents logged in. You can use this report to track chat interaction statistics, and service level statistics.
• User Login/Logout. Set up a User Login/Logout report to display agent log in and log out activity by date, time, event, and reason. You can use this report to monitor how one agent spends time in comparison with other agents.
• Daily User Performance. Set up a Daily User Performance report to review daily agent activity. You can use this report to monitor agent performance against reasonable expectations.
• Peak Interactions. Set up a Peak Interactions report to track the peak number of chat interactions in 15-minute intervals. You can use this report to determine peak interaction activity for all projects, or for individual projects.
• System Peaks Interactions. Set up a System Peaks Interactions report to track the maximum peak number of chat interactions handled by the company. You can use this report to determine when additional resources might be needed to handle high volumes of chat interactions.

Restricted Reports

The following restricted reports are useful for tracking changes made to Oracle Contact On Demand setup and troubleshooting security related events affecting chat users. These reports are only available to specific system and network administrators:

• Admin Audit Report. The Admin Audit report shows historical data for system sensitive information changes in Administration Manager. The report includes changes effecting all company pages, agent configuration, workgroup configurations, and project changes. It also identifies the user who made the change.
• Security Audit Report. The Security Audit report shows all system security violations of failed log in attempts and system actions, in compliance with known company Privacy Requirements.

For more information about advanced reports, see Oracle Contact On Demand Administration Manager Guide.