Appendix: PeopleSoft Call Center Interactive Reports

This chapter provides an overview of Interactive Reports and discusses how to launch and work with them.

Note. Interactive Reports are available in PeopleSoft Support and HelpDesk applications.

Understanding Interactive Reports

PeopleSoft call center Interactive Reports are a lightweight implementation of BAM (Business Analysis Modeler). Interactive Reports do not need an Analytic Logic server or a separate database to store data. Interactive Reports are dynamic and interactive analytic reports. You can move data elements around on a report and view it using different dimensions in realtime. The ability to view reports at different angles, gives you realtime visibility into the health of your call center, including the ability to:

• Detect trends that can be utilized for proactive problem management.

• Evaluate team and agent performance metrics.

• Anticipate training and staffing requirements.

Interactive Reports can be saved, exported to Microsoft Excel, or printed as hard copies. While Interactive Reports are interactive, the communication between them and the CRM database is one-way, which means the changes you make on the reports do not affect the data in the database. From Interactive Reports, you are not allowed to transfer to any CRM components and access data. User roles control access to Interactive Reports.

Note. You must have Internet Explorer 5.1 or higher to access BAM reports.

Launching and Working with Interactive Reports

Interactive Reports use events and workflow to capture response and restore times. If the events defined for the response are not met, an application engine process updates the case with response and restore exceptions.

When you launch an Interactive Report, a number of predefined queries are executed and used to display the data that the system has captured.

Because the events and workflow are already activated when you install the system, there are no setup or configuration procedures to follow before you access the pages you will use to launch Interactive Reports.

Pages Used to Launch Interactive Reports

Running the Support Management Dashboard Analysis Interactive Report

Access the Support Management Dashboard Analysis launch page.

Run Control ID	Select from the list of run control IDs. These IDs identify a set of saved report parameters from previous runs and allow you to save time and reduce mistakes. Use the Add New Run Control tab to generate reports when you don't have a run with the desired business unit, customer, or date range.
Business Unit	Select the business unit for which you want to launch the Interactive Report. This is a required field.
All Customers	Select to launch the Interactive Report for all customers of the given business unit.
Select Customer and Customer	Select to launch the Interactive Report for an individual customer and then select a customer from the Customer field.
Start Date	Select the first date from which you want to view data for the Interactive Report. This is a required field.
End Date	Select the last date from which you want to view data for the Interactive Report. This is a required field.
Launch Interactive Report	Click to launch the Interactive Report. The system opens a separate window to display the data.

Running the Service-Level Management Analysis Interactive Report

Access the Service-Level Management Analysis page.

Run Control ID	Select from the list of run control IDs. These IDs identify a set of saved report parameters from previous runs and allow you to save time and reduce mistakes. Use the Add New Run Control tab to generate reports when you don't have a run with the desired business unit, customer, or date range.
All Customers	Select to launch the Interactive Report for all customers of a given business unit.
Select Customer and Customer	Select to launch the Interactive Report for an individual customer and then select a customer from the Customer field.
Start Date	Select the first date from which you want to view data for the Interactive Report. This is a required field.
End Date	Select the last date from which you want to view data for the Interactive Report. This is a required field.
Launch Interactive Report	Click to launch the Interactive Report. The system opens a separate window to display the data.

Viewing the Management Dashboard Analysis Interactive Report

Launch the Management Dashboard Analysis Interactive Report.

Usage

Track the number of cases opened, cases closed, cancelled cases, return materials, and service orders.

Parameters

Access the Support Management Dashboard Analysis launch page and use the following run control criteria to refine your Interactive Report result.

• Business unit

• Customer

• Start and end dates

Available Dimensions

Use the following dimensions to rearrange data and look at the analysis with different perspectives:

• Provider Group

• Product

• Agent

• Priority

Viewing the Service-Level Management Analysis Interactive Report

Launch the Service-Level Management Analysis Interactive Report.

Usage

Track the total number of cases, agreements, warranties, suspension, response on time, late, and restore on time, late.

Parameters

Access the Service-Level Management Analysis launch page and use the following run control criteria to refine your Interactive Report result.

• Business unit

• Customer

• Start and end dates

Available Dimensions

Use the following dimensions to rearrange data and look at the analysis from different perspectives:

• Provider Group

• Product

• Agent

• Priority

• Customer

• Status

• Status Category