HiPath ProCenter Compact Reporting

1. HiPath ProCenter CompactReporting

2. Agenda - HiPath ProCenter Compact Reporting • Overview: Reporting Application • Report Wizard • Output Options • Report Templates • Prompt-Me Reports • Folders and the Shared Reports • Summary: Features and Benefits

3. Overview: Reporting Application • The HiPath ProCenter Compact Reporting application provides: • A Report Wizard to Facilitate Fast and Easy Setup of Historical Reports • Report Templates and Report Definitions that can be Saved, Changed and Run any time • Prompt-Me Reports for Defining Frequently Used Reports • Folders for Convenient Storage and Sharing of Existing Reports

4. Report Wizard The Report Wizard walks the user through the definition of reports. It provides: • 8 Standard Report templates to choose from • Predefined or Customizable Report Ranges and Intervals • Point-and-click selection of report content and columns • Options to run the new report immediately and/or save the definition for later use.

5. Output Options • Report output options are • View on screen • Export to Microsoft Excel, HTML, PDF • Send to a printer • Reports viewed on screen can be adjusted at any time: • Move columns • Adjust level of detail • Change sort order of entries • Print preview functionality enables the user to tailor the print output to their specific needs

6. 8 customizable report templates are included: User Summary - provides a profile on calls offered to individual users. User Performance - provides a breakdown of time spent in various activities by individual users. User Resolution - provides a high-level profile of final call dispositions for contacts received by individual users. Group Summary – provides a summary of calls received for a group. Group Detail - summarizes how calls were handled by a group. Group Answered Contact Profile- shows details on wait times for calls handled by a group. Group Abandoned Contact Profile - details on calls to a group that were abandoned by the customer before being answered. Call Number - provides a summary of activities on particular dialed numbers. Report Templates

7. Prompt-Me Reports For added convenience, reports that will be run regularly, but for different time ranges, can be defined as “Prompt Me” Reports. • Choose “Prompt Me” as Report range in the report definition. • Every time the report is run, the user is prompted to enter the relevant report range. • Then generate the Report with just one mouse-click.

8. Folders and the Shared Reports • Organize existing Report Definitions by defining customized Folders. • The folder “Shared Reports”facilitates sharing reports with other users of HiPath ProCenter Compact Reporting. • Reports stored here can be run and viewed by all users of the Reporting application at their convenience.

9. HiPath ProCenter Compact ReportingSummary: Features and Benefits Features: • Powerful, yet easily customized Reporting Tools • No special technical skills required • Point-and-click to choose report ranges, content and columns • Flexible screen display options for customizing report layouts • Output reports to print and various export formats (xls, HTML, pdf) • Easy to use Report Wizard with 8 customizable Report Templates • Organize and share reports with other users Benefits: • Track and document call traffic volumes to improve the effectiveness of your call distribution and increase service levels • Enhance management decision making through detailed historical statistics on Users, Groups and Call Numbers • Gain insights for greater productivity and performance of Call Handling Groups

10. HiPath ProCenter CompactReporting