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Working with Standard Reports >
Tenant Summary View
This topic describes the Tenant Summary view and how to create it.
NOTE: This view is available only with the NetAdmin login.
It includes the following topics:
About the Tenant Summary View
The Tenant Summary View provides a summary of real-time statistics for each tenant. Real-time statistics include:
- Number of logged in users
- Number of available agents
- Number of interactions
- Number of each interaction type in report period
NOTE: This report is available only for NetAdmin users and cannot be scheduled.
Tenant statistics are updated at periodic intervals according to a refresh timer, which is set by the administrator. Using NetAdmin, the statistics can also be refreshed manually with the Refresh Now button on the report.
Table 87 describes the elements of the Tenant Summary View, which allows NetAdmin to monitor real-time tenant statistics.
Table 87. Tenant Summary View
| Item
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Descriptions
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| Company
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The name of the tenant's company.
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| Users Logged In
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Current number of total users logged in.
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| Agents Available
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Current number of Agent user types that are in the Available state for the company.
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| Interaction Count
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The number of active interactions for the company. This includes interactions in queue, being handled by agents or by the IVR.
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| Calls
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Number of Calls in the queue for all projects, and currently in progress with IVR or being handled by agents.
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| Chats
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Number of ACD Chats in the queue for all projects, and in progress with agents handling.
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| SMSes
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Number of ACD SMS in queue for all projects and in progress with agents handling.
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| ACD Callbacks
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Number of ACD Callbacks in queue for all projects and currently in progress with agents handling. This does not include rescheduled Voice Callbacks that are not due.
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| WEB Callbacks
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Number of WebCallbacks in the queue for all projects, and currently in progress with agents handling. This does not include rescheduled callbacks that are not due.
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| Outbound Calls
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Number of Outbound Calls in the queue for outgoing resources, and currently in progress with agents handling.
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| Emails
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Number of ACD Emails in the queue for all projects, and those currently being handled by agents.
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| Faxes
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Number of Faxes in the queue for all projects, and those currently being handled by agents.
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| Voicemails
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Number of Voicemails in the queue for all projects, and those currently being handled by agents.
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| Abandoned Last 15 Seconds
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Number of Abandoned ACD Calls within the last 15 seconds. After the initial display, the number appears as “–” until the first update is received.
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| TOTAL
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Total of calculations for each column.
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| Refresh Now
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Button used to refresh the statistics regardless of the timer setting.
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| Auto Refresh
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Check to refresh the statistic within the timer setting.
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| Reset Timer
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This button appears if the Auto Refresh option is checked. Click this button to reset the refresh timer while it is counting down.
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| Last Refresh Timer
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Last time the statistic was refreshed.
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NOTE: The date and time of the last update to the view is displayed at the bottom of view.
Viewing a Tenant Summary View
This topic describes how to view an existing Tenant Summary View.
To view a Tenant Summary view
- From the NetAdmin menu, click Reports, and then click Tenant Summary View.
The Real Time Tenant Summary Report View appears, displaying a list of all existing real-time tenant summary reports.
- From the list of existing reports, click the report that you want to view, and click View.
A Report dialog box opens.
- On the Period Covered tab, select the start and end dates, and the start and end times for the report.
- On the Regional Options tab, verify that the correct display time, language, and date format are selected.
- Click OK.
Creating a Tenant Summary View
This topic describes how to create a Tenant Summary View.
To create a Tenant Summary view
- From the NetAdmin menu, click Reports, then click Tenant Summary View, then click Add.
- In the Name tab, type a name for the report and (optionally) provide a description of the report.
- On the Content tab, select one of the following:
- Choose All to report on all tenants
- Choose Specific to report on individual tenants. Move the tenant from the Available Tenants box to the Selected Tenants box.
- Select one of the following refresh modes:
- On the Layout tab, set the column display order for the report.
- Click the Regional Options tab to select a time zone, language, and date format for the report, and click OK.
Editing a Tenant Summary View
This topic describes how to edit an existing Tenant Summary View.
To edit a Tenant Summary view
- From the NetAdmin menu, click Reports, click Tenant Summary View, and then click Edit.
- In the Name tab, edit the report name, and edit the description of the report (optionally).
- On the Content tab, select one of the following:
- Choose All to report on all tenants
- Choose Specific to report on individual tenants. Move the tenant from the Available Tenants box to the Selected Tenants box.
- Select one of the following refresh modes:
- On the Layout tab, edit the column display order for the report.
- Click the Regional Options tab to select a time zone, language, and date format for the report, and click OK.
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