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HERMES.NET TRAINING

HERMES.NET TRAINING. Reports. HERMES.NET Training – Reports. Level : Introduction Duration : 2 hr 30 min. Prerequisites : operational client site or demonstration environment Validation : knowledge check. Know how to generate ad hoc reports and configure regular reports in Hermes.Net.

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HERMES.NET TRAINING

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  1. HERMES.NET TRAINING Reports

  2. HERMES.NET Training – Reports Level: Introduction Duration: 2 hr 30 min. Prerequisites: operational client site or demonstration environment Validation: knowledge check Know how to generate ad hoc reports and configure regular reports in Hermes.Net OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE About this course Objectives • This course comprises: • A self-training course • Practical advice on identifying the possible causes of errors in setting parameters or actions taken and knowing the corrective actions to take • Exercises at the end of each sequence to check what has been learned • A knowledge test, suggested at the end of the course, to enable you to identify your strong points and points to improve • At the end of this course, you will be able to perform the following tasks: • Select the reports you need • Generate ad hoc reports • Schedule the generation of regular reports

  3. Interface and types of reports in the HERMES.NET Reports module Teaching objectives • Know how to interact with the Reports module: interface, menus, functioning principles, etc. • Know the various types of reports OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  4. Interface • Hermès V.4 Edition provides a report creation tool called Reports • This module enables a user to set parameters and view predefined reports concerning campaign, call and agent activities • The module screen is divided into three areas: • Menus area (1): organized by type of campaign/media, it is used to access the various types of reports • Date range area (2): common to all reports, it is used to configure the report’s start and end dates/times • Report configuration area (3): specific to each type of report, it is used to configure the report options and generate the report (4) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  5. Functioning principles • Here are the main steps to be respected in generating reports (see details in parts 2 and 3) • In the menus, select the type of report desired • Configure an application date interval • Configure the report based on tabs specific to the report • Select the format of the document to generate – pdf by default (Type tab) Regular report: Save the report Ad hoc report: Generate the report Regular report: Configure the scheduling Ad hoc report: Recover the report from the following pop-up window • The generated reports are predefined, but the parameters must be set for numerous elements to be able to select data for inclusion in the report and to obtain the desired Reports: • Campaigns • Agents • Supervisor 1 2 OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 3 4 5 6 • Qualifications • Report's level of detail • Filters • Calls

  6. Functioning principles • It is possible to schedule automatic and regular reports (mailed at predefined times) • For example, every Monday morning, send an agents’ production report to various recipients • This function uses the e-mails predefined in the “Outgoing Media – Templates for Reports" menu in the Administration Module • From this fact alone, users who have purchased a VMC licence will be able to generate regular reports sent by e-mail OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  7. The various types of reports (1/7) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  8. The various types of reports (2/7) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  9. The various types of reports (3/7) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  10. The various types of reports (4/7) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  11. The various types of reports (5/7) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  12. The various types of reports (6/7) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  13. The various types of reports (7/7) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  14. Generating an ad hoc report in HERMES.NET Teaching objectives • Know how to generate an ad hoc report OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  15. Configuring an ad hoc report: example of an "Outbound – Call qualification" report (1/6) • This report is used to obtain an overview of the number of calls, length of calls, coding and handling of calls • based on their qualification • for selected campaigns and agents • over a defined time interval • with details per campaign • The parameters set under the Options, Qualifications, Campaigns and Agents tabs, as well as the choice of report type and the actions to generate the report will be similar to other types of reports. • To begin, select the “Outbound - Call qualification” menu OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  16. Configuring an ad hoc report: example of an "Outbound – Call qualification" report (2/6) • Date range (1): • Select the desired time interval in the “From” and “To” pop-up lists • In clicking the button, you display a calendar on which you can select a date • Possible options in the pop-up lists: • Today: report generation day • Yesterday: report generation day –1 day • Start of the week: week in progress up to the generation day • Start of the preceding week: preceding week (Monday to Sunday) • Start of the month: month in progress up to the generation day • Start of the preceding month: preceding calendar month up to the generation day • It is possible to use data from a specific time range (2) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  17. Configuring an ad hoc report: example of an "Outbound – Call qualification" report (3/6) • Options: this portion is used to define additional parameters for filtering the report data: • Ignored calls: Enter here the duration under which the call is counted as lost or abandoned • Data: Used to select whether to include the details and/or summary • Qualifications: • In checkmarking the boxes, you opt to include standard qualifications and not qualified calls and select whether to include only the outcome of the last call made concerning a record • Add qualifications: used to indicate the qualifications you want to include in this report • None • Standard OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • Customized (created in the Administration Module) • All (standard and customized)

  18. Configuring an ad hoc report: example of an "Outbound – Call qualification" report (4/6) • Campaigns: from the campaigns you have created/conducted, select those for which you want to see the data in the report • Click (1) to checkmark all campaign boxes • Click (2) to cancel all possible filters, i.e. select all data found in the database, including the campaigns (or agents) which have since been deleted, but which existed or were active during the selected date range • Agents: select the agents whose data you want to see in the report (on the right, you can select a supervision group, agents group or supervisor) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  19. Configuring an ad hoc report: example of an "Outbound – Call qualification" report (5/6) • At the top right, select the report type (format), then click Generate – a pop-up window opens: • When generating the report, the “In queue” status is indicated. Once generated, the status switches to “Report created” • Each report remains available on the server and is accessible via the Open option • The reports are consulted by a separate window and can be saved locally in the corresponding format using the option "File > Save as" OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  20. Configuring an ad hoc report: example of an "Outbound – Call qualification" report (6/6) • The report is divided into several frames: Qualifications, Ratios and Time costs OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  21. Configuring a regular report in HERMES.NET Teaching objectives • Know how to schedule the generation of a report OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  22. The steps in scheduling the configuration of a report During the first scheduling/to display a specific message: • Configure the mail messages in the Administration Module: "Outgoing Media – Templates for Reports" With each new scheduling: • Select and configure the report • Date range • Options • Other tabs, such as Campaigns, Qualifications, Agents • Save the report • Schedule the generation of the report • Configure the report mail (one or more recipients) 0 OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 1 2 3 4

  23. Configuring a regular report: example of an "Agents – Call status distribution by agent" report (1/5) 0 • Configure the report messages in the Administration Module: • Open the Administration module • Click the "Outgoing Media – Outbound e-mail – Templates for Reports" • Click Add to add a new template (1) • Name the new template • In the Information section (2), fill out the "Return address" and "Subject" fields • Click Add (3) if you want to add variables (Date and Report name) • Save your new template (4) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 3

  24. Configuring a regular report: example of an "Agents – Call status distribution by agent" report (2/5) 1 • Go back to the Reports Module to select and configure the report: • Click the "Agents – Call status distribution by agent" menu • Choose the Date range (for example, “Start preceding week” to “End preceding week” for a report on the whole of the preceding week) • Configure the various tabs • Options • Agents (for example, all agents) • Campaigns (for example, all campaigns) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  25. Configuring a regular report: example of an "Agents – Call status distribution by agent" report (3/5) 2 • In the General menu, click "Save this report" • A pop-up window opens in which you enter the Name of this report • Schedule the generation of the report • In the General menu, click "Saved reports list" • A pop-up window opens that lists the saved reports; select the report and click “Scheduling” • Select the Frequency and Details (for example, Weekly and Monday) OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE 3

  26. Configuring a regular report: example of an "Agents – Call status distribution by agent" report (4/5) 4 • Configure the e-mail for sending • At the bottom of the window, configure the following elements: • Start time (e.g. 10 a.m.) • E-mails from the recipient(s) (separated by a semicolon) • The e-mail template (that you configured in the Administration Module) • Close the various windows (no need to save) and check that the scheduling is what you want • The configuration of a regular report is completed OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  27. Configuring a regular report: example of an "Agents – Call status distribution by agent" report (5/5) • The actions presented enable you to configure: • A Call status distribution by agent report (see example below) • Which covers the week preceding the mail • Which is sent every Monday morning at 10 a.m. OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  28. Get going • To run the activity of your call centre, you gave the relevant departments (management control, quality, etc.) a list of the information you will have to give them. This information is listed in the following table: • List the types of reports you need to configure to extract the necessary data, as well as the parameters to be set • Configure the various reports OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

  29. Anticipating potential difficulties (1/2) "What to do in case of …" Complete the following test. OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • 1. What should I do if I generated a report a week ago and I get an error message on opening it? Call Vocalcom support This is normal, the report’s validity is exceeded Restart the Reports module in Root administration • 2. What should I do if my agents’ statistics appear extremely low? Check the parameters selected when generating the report Request an immediate meeting with the supervisors team Regenerate the report • 3. What should I do if I do not have an e-mail template available for my regular reports? Check the VMC licence Restart the Reports module Check that an e-mail template was created for the Site in question

  30. Anticipating potential difficulties (2/2) • 4. When I look at the generated report, I find a lot of information missing Generate other reports Pay close attention to selecting “Details and summary” when I generate the report Check my supervisor privileges OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE • 5. What should I do if I know that my agent worked eight hours yesterday but I do not have full statistics? Check in the clocking software for the accuracy of the data for this agent Test other agents to check for differences Check the parameters of the supervision group to which I belong • 6. I would like to produce a daily report, however I only manage to produce weekly reports Check the date ranges Checkmark the “Details by day” box Check the type of report used • 7. What should I do if I generated a call qualification distribution report, but I do not see the details agent by agent? Check the privileges in my supervisor account Select the “Call qualification distribution by agent” report  Pay close attention to selecting “Details and summary” when I generate the report

  31. Testing your knowledge (1/3) Complete the following test to check that you have properly understood the sequence. Your answers are confidential. • 1. I generated a report but did not save it; will I have to redo the configuration and generate it again? OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE a) Yes b) No • 2. Which of the following information does not appear in the “Inbound - Detailed" report? a) Outcomes by agent b) Service level c) Length of calls • 3. In the analysis of my report, I want to focus on calls of longer than 30 seconds – What do I do? a) I must create a special status in the Administration Module b) Under the Options tab, I set the "Ignored calls" at 30 seconds c) In the Call qualification distribution report, I focus on the portion with the details on call length that presents a distribution by length of call

  32. Testing your knowledge (2/3) • 4. How do I configure the e-mail that accompanies regular reports? a) When configuring the report, click “Edit the template” b) Go to the Administration Module, “Outgoing media - Templates for Reports” menu OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE c) The e-mail is predefined and cannot be changed • 5. Which of these configurations concerning date ranges cannot be done on incoming media? a) Select customized dates b) Limit the option to a customized time range c) Have an open-ended date range • 6. Among the following Hermes.Net elements, which one is not a category/menu that includes different reports? a) Campaignd) Inbound b) E-maile) IVR c) Agentf) Manual

  33. Testing your knowledge (3/3) • 7. What are the report categories in which I can generate reports with qualifications? a) Inbound, Outbound and Agent b) Inbound, Outbound and E-mail OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE c) Inbound, Outbound and IVR • 8. What is the order for configuring a regular report? a) Reports template – Configuration of the report and save – Schedule and configuration of the report b) Scheduling and configuration of the report – Reports template – Configuration of the report and save • 9. Which field must be checkmarked to include data on deleted campaigns and agents? a) Under the Campaigns and Agents tabs: "Select all" b) Under the Campaigns and Agents tabs: "No filter" c) Under the Options tab: "Include deleted campaigns and agents" • 10. Is it possible to send a regular report to several recipients? a) Yes, when configuring the mail b) Yes, in configuring the mail box c) No

  34. MCQ answers OVERVIEW OF THE TRAINING INTERFACE AND TYPES OF REPORTS GENERATING AN AD HOC REPORT CONFIGURING A REGULAR REPORT "FIRST AID" METHODS TESTING YOUR KNOWLEDGE

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