By: David Currier On: September 30, 2014 In: Customer Interaction Center, Interactive Intelligence Comments: 0

One of the things you may have been looking forward to in CIC 4.0 is new reports. If not, you should be – they’re great! Interaction Reporter includes several categories of new reports built on the ActiveReports engine. Combined with more granular and accurate reporting data, they provide easier access to more information. Sure, you can still write custom reports to display anything you want… but why re-invent the wheel if the data you need is already there?

That said, there are a couple items that are important to understand

1. One of the more significant changes to reporting data in CIC 4.0 is queue interval data.

In 3.0, there was a single set of service level distributions that could be configured… for the entire system. If changed from the default, the column headers on queue reports needed to be manually updated and it was also important to remember the date of the change to avoid running reports that included service level data with different definitions (example: column 1 used to be 10 seconds and is now 30 seconds) because CIC did not have a record of this change.

In 4.0, service level distributions and targets can now be defined for each individual queue and media type within that queue. And CIC stores the service level definitions along with the data!

One of the most common confusions I’ve seen as a result of this is when a queue report displays the warning: “Service levels are unavailable due to multiple workgroups, media types, or service level configurations.” This means that the data pulled for the report can’t be fit into nice neat columns. To see service level data, narrow your search criteria. Perhaps just for a single workgroup, media type, and date. Service level data will only be displayed if the workgroups, media types, and data range selected for the report ALL have the same configuration.

Example: the Support queue has a service level distribution of 10 seconds, 10, 30, 40, 50, & 60… but Sales is configured for 30, 60, 90, 120, 150, & 180. The data for both cannot be displayed in the same columns because it doesn’t line up. This might also be true for a single queue and media type if the service level distribution was changed and you’re trying to run a report that includes dates both before and after the change.

2. Crystal reports are still supported.

While this is very helpful for organizations that have built lots of in-house reports, it can also lead to unexpected data issues:

  • The Historical Reports (Crystal) included in CIC 4.0 are only primarily intended to be used against “historical” 3.0 data.
  • These reports are not aware of media types or service level configurations.
  • Out of the box, the column headers for service levels do not match the default ACD service level distribution configurations for new workgroups queues created in 4.0.

Implications: If a historical queue period statistics report is run against 4.0 data is it likely to include data that appears to be valid, but will in fact be absolutely useless. It may include queue data for multiple interaction types (calls and e-mails, for example). It may include service level data for mismatched service level distributions or with different service level targets. Or it may just have incorrect column headers for service levels since they are hard-coded.

What to do…

First, take a look at the new Interaction Reporter interface and reports. They are a huge improvement over the historical reports. They also combine data into single reports that used to only be available by running half a dozen different reports.

If you really want to use the old Crystal QPS reports, and your organization makes use of a single global service level distribution and target configuration, make sure to modify the service level column headers to match the configured service level distribution.

If you have additional questions about this topic or need some help, please let us know!