In the following guide, I will explain you the Custom Reports developed per each customer with a brief description:

• Alidays:
  • “Call Detail BI”: This custom reports was requested to hide the Headliner, leaving only the details;
  • “Statistiche Servizi”: This custom report was requested to extrapolate calls for a specific service, it will display each call answered in 60 secs, abandoned in 10 secs and so on;

• Aria:
  • “Agent Time Allocation”: This custom report was requested to extrapolate the times in which an agent had a defined status (E-Mail, Backoffice, Lunch, etc.) of each agent;
  • “Service In Time” - “Ambiti”: This custom report was requested to extrapolate calls for a specific team;
  • “Service In Time” - “Split”: This custom report was requested to extrapolate calls that were handled every 30 minutes (H24);
  • “Statistiche Survey”: This report displays the number of surveys and a vote;
  • “Service Metrics Custom”: This custom report was requested to extrapolate calls for a specific service, it will display each call answered in 60 secs, abandoned in 10 secs and so on;
  • “Service Metrics Custom Giornaliero”: This custom report was requested to extrapolate calls for a specific service, it will display each call answered in 60 secs, abandoned in 10 secs and so on per each day;
  • “Service Metrics Custom - SLA”: This custom report was requested to extrapolate calls for a specific service, it will display each call answered or abandoned in the defined Service Level Agreement;

• Arquati:
  • “Agent Performance Custom”: It's the same as the original one, but it inclues more formulas into each field;
  • “Intra-Team by Service Custom - Lost/Abandoned Calls”: This report will display the number of abandoned calls per each team and user;
  • “Intra-Team by Service Custom - Received Calls”: This report will display the number of received calls per each team and user;

• Beeasy:
  • “Acque Bresciane - Autolettura”: This report will display the number and timestamps per each call for the service “Autolettura”;
  • “Pavia Acque - Autolettura”: This report will display the number and timestamps per each call for the service “Autolettura”;
  • “ASM Voghera - Autolettura”: This report will display the number and timestamps per each call for the service “Autolettura”;
  • “Call Detail Oltreta”: This reports works the same as the original “Call Detail” report, but it has been filtered to only handle the calls coming for the service “Oltreta”;
  • “Chiamate Gestite”: This reports will display the number of calls received per each service;
  • “Export Massivo Arera ABs”: This report will display the number and timestamps per each call for the service “Autolettura” for Beeasy to deliver to ARERA for the Acque Bresciane service;
  • “Export Massivo Arera PVAcq”: This report will display the number and timestamps per each call for the service “Autolettura” for Beeasy to deliver to ARERA for the Pavia Acque service;
  • “Isidata”: This report will display the number of received calls, calls being made and SMS delivered for the “Isidata” service;
  • “LD RETI Giornaliero”: this report is a customized service metrics for the LD Reti service;
  • “Pavia Acque - Survey”: This report will display the number of surveys received by callees for the Pavia Acque service;
  • “Report ARERA - (Service)”: These reports are built based on a defined request by the customer, the report is made per each service;
  • “Report Giornaliero - (Service)”: These reports are built on a daily basis to display the number of calls received or abandoned per each service and per each day;
  • “Report Annuo - (Service)”: These reports are built on a daily basis to display the number of calls received or abandoned per each service and per each month;

• Giuffre':
  • “Assistenza - Call Detail”: This report is based on the original report (Call Detail) but filtered on the “Assistenza” service;
  • “Assistenza - Summary”: This custom report was built to satify a defined need, which was to analyze each call made on that same service (Assistenza), the layout changes based on the selection of the Time Interval;

• Golilla:
  • “Call Detail - Giornaliero”: This report is based on the original report (Call Detail) but it will display the username and team name of the user that handle the call during an outbound call. It's a daily report (Giornaliero) because they're delivering this report on a daily basis on their FTP;
  • “Call Detail‎ - Invio FTP giornaliero”: This report is based on the original report (Call Detail) but it will display the username and team name of the user that handle the call during an outbound call. It's a daily report (Giornaliero) because they're delivering this report on a daily basis on their FTP;
  • “Service Metrics - Custom *”: This report is a customized report based on the customer request, also these kind of reports takes a lot of time due to the fact that the query is built using subqueries, which was shown to slow down the extrapolation;

• Excellgo / S2C:
  • “AIL Reports”: these reports are built on the call detail report but filtered on each AIL's services;
  • “ENI”: this report is built on the call detail report but filtered on the “ENI” service;

• Service Credit:
  • Any report with “SC”, they're built for ServiceCredit based on their reuqests, there's nothing in particular that was added but just an arrangment of columns;

— Antonio Andriychuk 2024/10/14 13:20