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Reports Overview
Report Summary Open Overview in New Window
Report Level Admin Open ACD Statistics in New Window
Logical ACD Groups Admin Open ACD Statistics in New Window
Reports Section
ACD Statistics Open ACD Statistics in New Window
Agent Statistics Open Contact Center Statistics in New Window
ANIMatchStatistics Open in a New Window
Dir Num Statistics Open Calls Processed in New Window
Switch Message Log Open Switch Message Log in New Window
Cradle-to-Grave Sml Open Switch Message Log in New Window
Cradle-to-Grave Text Open Cradle-to-Grave in New Window
Recording Detail Open Recording Detail in New Window

GPower Reports

The GPower Reports Application provides management and analytical reports about your Contact Center. It produces a comprehensive series of online reports and batch reports that provide you with a complete accounting of switch event and associated CTI activity. GPower Reports output supplements standard switch/ACD reporting and can be used as a valuable tool for detecting and correcting problems and for improving overall Contact Center operations. Both Online and Batch reports are provided.

GPower Online ACD Reports

ACD Statistics

This report provides detail ACD performance statistics by ACD Group. Both Pie Chart and Bar Chart graphics are provided for Active Calls and Calls in Queue.

Agent Statistics

This report provides detail Contact Center performance statistics by Agent. Both Pie Chart and Bar Chart graphics are provided for Available Agents, Not Available Agents, and Agents on a Call.

Dir Num Statistics

This report provides detail Calls Processed statistics by Director Number. Both Pie Chart and Bar Chart graphics are provided for Calls Received, Calls Queued, and Abandoned Calls.

ANI Match Statistics

This reports provides a performance analysis of your CTI functions. It provides statistics on the effectiveness of your CTI ANI Match process. It also shows the effectiveness of screen pops for new calls, transferred calls, and conferenced calls. Statistics are also provided for Roll-On-No-Answer (RONA) and Abandoned calls.

Switch Message Log

This report provides detail entries of switch messages processed.

Cradle-to-Grave Sml Selected Criteria Reporting

This report provides detail entries of the selected call in tabular format.

Cradle-to-Grave Text Reporting

This report provides detail entries of the selected call in text format.

Recording Detail

This report provides detail entries of each call recorded identified by a unique GPower Call ID that tracks the call and recording Cradle-to-Grave. Recordings can be retrieved by the Recording File Name. Unique to this detail report is the identification of the Customer ID, making it possible to search by Customer ID to find all recordings for that customer. This is a significant time saver for locating and playing back recordings. Other data elements displayed include: Agent ID, Station, DNIS or ACD Group, Calling Party Number (aka ANI), Third Party Tracking Phone Number, Third Party Tracking ID, Third Party Tracking Name, Trunk Group and member, and others. Obviously, start and end Date/Time are provided.

RecordingOnDemand start/stop entries are identified separately to facilitate locating these recordings.


GPower Online, Real-time CTI Reports

GPower CTI Reports include an online reporting facility that lets you request and display a statistical analysis of incoming and outbound CTI call activity. System administrators use the Online Statistics Facility to view statistics for a specific Directory Number, a user defined Logical ACD group/Business Group, or for all Directory Numbers supported by your contact center.

IVR Online, Real-time CTI Call Statistics

This report provides IVR Call performance statistics for the current half hour, prior half hour, and today. New Incoming Calls are recorded by ANI Match, ANI No-Match, and ANI Multi-Match. Transfer In Calls are recorded by Account # and No-Account #. Calls with collected digits from the switch are also tabulated. Finally, calls completed in the IVR are reported.

Agent Online, Real-time CTI Call Statistics

This report provides Agent Call performance statistics for the current half hour, prior half hour, and today. New Incoming Calls are recorded by ANI Match, ANI No-Match, and ANI Multi-Match. Transfer-in/Conference-in Calls are recorded by Account # and No-Account #. Calls with collected digits from the switch are also tabulated. Agent Transfer-out/Conferenced-out identified. Finally, calls completed by the Agent are reported.

Routing Online, Real-time CTI Call Statistics

This report provides Routing Call performance statistics for the current half hour, prior half hour, and today. New Incoming Calls are recorded by ANI Match, ANI No-Match, and ANI Multi-Match. Incoming Calls with and without User Data from the switch/network are tabulated.

Outbound Call Statistics

This report provides Outbound Call performance statistics for the current half hour, prior half hour, and today. Outbound Calls are recorded by type of outbound call: Preview Dial, Requested Callback, ToDoList.

GPower Batch Reports

Calling Party Statistics (aka ANI)

A summary total by hour is presented by calling party phone number (aka ANI) where this service is available to the user. This identifies high users of your contact center staff. This can be important because it allows management to focus on its more valuable customers and plan accordingly.

Called Party Statistics (DNIS)

A summary total by hour is presented by called party phone number (DNIS). This identifies High users of your contact center staff. This can be important because it allows management to focus on its more valuable customers and plan accordingly.