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Working with Standard Reports >
Contact Center Operations Reports
This topic describes the operations reports. It includes the following topics:
Weekly Project Routing Schedules Report
The Weekly Project Routing Schedules Report lists all project schedules and operating hours for your contact center, as configured by an administrator using Administration Manager.
NOTE: When a company is using Campaign Manager for its call flow, then the company typically uses business events to define the company's operating hours.
Table 58 describes the Weekly Project Routing Schedules Report, the columns, and their corresponding tables
Table 58. Weekly Project Routing Schedules Report
| Column
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Description
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Table
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| Day
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The routing day.
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Not applicable.
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| DNIS
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(Dialed Number Identification Service) The telephone number or email address customers use to reach the scheduled project.
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LibraryDNIS
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| From Project
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The project that the schedule temporarily disables while the To Project runs.
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Corresponding tables include:
- ReportsWeeklyRouting
- hasfromproject
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| Start Time
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The time (24-hour clock) on the specified day the project is scheduled to start.
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Not applicable.
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| Time Zone
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The time zone used to generate the report. The values in the Start Time column are for this time zone.
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Corresponding tables include:
- ReportsWeeklyRouting
- hastimezone
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| To Project
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The name of the project that the schedule runs at the specified day and start time.
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Corresponding tables include:
- ReportsWeeklyRouting
- hastoproject
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Workgroup Skills Report
The Workgroup Skills Report shows the skills assigned to a workgroup. The report shows all agents for the entire company, not only the agents whom you supervise.
Table 59 describes the Workgroup Skills Report, the columns, and their corresponding tables.
Table 59. Workgroup Skills Report
| Column
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Description
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Table
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| Rating
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The rating (weight) of this skill (from 0 to 100) regarding its importance to this workgroup. The higher the rating, Oracle Contact Center Anywhere is more likely to route an interaction to this workgroup.
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Workgroupskill
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| Skill Name
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The name of the skill required in this workgroup.
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Workgroupskill
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| Workgroup
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The name of the workgroup.
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Workgroupskill
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Billing Report
The Billing Report summarizes the number and duration of interactions in each call center for which you provide a service.
Table 60 describes the Billing Report.
Table 60. Billing Report
| Column
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Description
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| Call Center
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The name of the call center.
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| Number of Interactions
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The total number of interactions for the date and time specified, where each leg of an interaction increments the count by one.
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| Duration of Interactions
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The total time for all interactions in the date and time specified.
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| Total
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The total number of interactions and times for all interactions for the call center for the dates and times specified.
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