Copy / Paste from below in to your email to send to Prospect and Customers interested in more information on XCS Reporting capabilities
On this page
Standard XCS Reporting
Copy below this line
Check out the following links and the attachments which include sample reports, the User Guide and a Report Glossary which summarizes the nearly 50 pre-built reports.
Knowledge Base: XTIUM Contact Suite - Reporting
Key Reports to look at:
| # | Type | Title | Summary |
|---|---|---|---|
| 7.03 | Queue | Contact Center Performance Report (BY HOUR) | Detailed report used by the contact center leadership to gauge their success and identify areas of opportunity. |
| 1.06 | Agents | Staffing Report | Shows agent staffing by interval, day, week, and month and count of agents staffed, available, and the cumulative occupancy. |
| 2.04 | Agent | Agent Interaction Summary (DAILY) | Agent activity by Interaction, by Time |
| 3.04 | Interaction | Interactions Detail Record | Cradle to Grave Summary. From, To, Pre-Queue, Queue, Times |
| 7.01 | Queue | Customer Experience Report | High-level report used by leadership inside and outside of the call center to gauge the overall performance of the contact center in meeting the customer’s needs |
| 5.05 | Queue | Queue Interval Summary Report | Shows key queue statistics in multiple interval combinations including hourly, daily, weekly, and monthly |
Sign up for free Training: XCS Contact Center Training
Sample Reports:
(UPDATE SCREENSHOTS)
API or Data Warehouse XCS Reporting
Copy below this line
If we are understanding correctly, you are looking for direct database access via Microsoft Power BI to create your own reports. That is a product we will offer as part of our Data Warehouse project that isn’t quite yet available - date is still TBD for Customer Beta to access XCS data. Can definitely keep you informed on Data Warehouse progress.
An alternative solution available now, would be to use the Report Builder tool (which is also from Microsoft) and generate custom reports. This is a bit less flexible since you would not be directly accessing the data from Power BI, however could be a good interim fit. I’m attaching some information about building out custom reports.
Last, you could also leverage our APIs and/or Events to capture real-time data for incorporation into your dashboard. There is some additional information below that would be useful to review. Let us know what questions you have on any of this, and we can certainly set up a time to talk through options with our experts.