Call Reporting
NICE Uptivity includes a number of pre-built reports called Printable Reports. Call Reporting provides information about calls, such as the ANI
An acronym for Automatic Number Identification - ANI is a service of telecommunications carriers, which identifies the telephone number of the calling party. It is commonly used for billing, call routing and database synchronization. There are several specific technologies that fit under the umbrella of ANI, including caller ID. and DNIS An acronym for Dialed Number Indentification Service - A carrier service for 800/888 and 900 numbers that forwards the number dialed by the caller to the number that reaches the agent., and agents, such as the total number of calls that were recorded for an agent over a period of time.
Agent Call Summary
The Agent Call Summary displays call totals captured in the call recording system. The report displays the number and duration of calls recorded for one or more agents over a period of time. Recording duration may include on-hold and after call work depending on your specific configuration and the recording scripts used. Report results are limited to groups to which you have access.
Assigned Agents Report
The Assigned Agents Report displays Active, Inactive, or All agents who are currently in the database, along with their System ID, Username (System Username), and Phone ID. An agent is Active if the Agent option has been enabled in the agent profile. An agent is inactive if the Agent option was selected at one point and that option is now cleared.
Ability to view agent information other than your own is limited to users with additional permissions. Ask your NICE Uptivity administrator if you need to view information for other agents and are unable to do so.
Call Recording Detail
The Call Recording Detail report displays call metadata for your selected agent(s) over a period of time. The report provides the Record ID number along with a variety of other metadata. If your organization uses custom field names, those names will be shown instead of the default names listed in the image below. Report results are limited to groups to which you have access.
Duplicate ANI Report
The Duplicate ANI Report displays call metadata information for repeat calls into your organization from the same phone number over a period of time. If the same ANI has called into your location multiple times over your selected timeframe, you will see the result listed below. This can be useful for determining whether a specific customer or company calls you on a regular basis.
Group Membership Report
The Group Membership Report displays Active, Inactive, or All agents in a particular group, along with their Phone ID. Report results are limited to groups to which you have access, even if you select All.
