Navigating CMC Report

CMC Report provides an indepth reporting console featuring all the features of CMC Insight as well as an extensive catalogue of reports including scheduling and threshold alarms, executive reports, custom dashboards and multi level user access.

Below is a guide on how to navigate the main features of CMC Report.

Main Menu

When you first login to your CMC console you will be presented with the Main Menu which is mirrored in the top menu of the console, each selection will open a new tab in your browser

Business Insight

The Business Insight is the full product of CMC insight and its navigation is detailed in the below link

Navigating CMC Insight

Dashboards

The dashboard section delivers wallboards for fast access to regularly used statistics, enabling users to view real-time data and historical data.

The Standard Wallboard provides essential call information, including total calls (outgoing and incoming) andan overall business summary including total answered, unreturned and missed as well as Grade of Service:

The Executive Summary is a high level report that collates call information from multiple reports to provide useful observations & recommended actions.

The report is divided into the following sections, as shown in the screenshot below.

• The Summary shows the total calls, total missed calls statistics, busiest hour and busiest agent.
• The Observations section provides brief information on the longest incoming/outgoing calls, number of calls made to international numbers and total duration of outbound calls made.
• The Average Answer Time monitor shows the average answer time of the total calls.
  The Percentage of Calls Answered monitor shows the percentage of calls answered within the target response time over total calls answered.
• The Percentage Missed monitor simply displays the percentage of calls missed by the business.
• The Hourly Incoming Call Distribution shows the total incoming calls by each hour in a bar chart.

The Insight Wallboard provides pre-defined wallboards, displayed in three size formats:

Extension Summary: This wallboard displays the number of total calls (incoming and outgoing), total missed calls and total talk time for each extension within the business.

Business Summary: This wallboard simply displays the total incoming/outgoing calls, total missed calls, average ring time and total talk time for the entire business.

DDI Summary: This wallboard displays the number of total calls, total missed calls, ring time and total talk time for each DDI.

My Dashboard

My Dashboard allows users to create, collate and display live tiles (configurable report components) on a customised dashboard, presenting up-to-date call data specific to requirements. Each login has its own ‘MyDashboard’ display.

My Dashboard menu options include:

• Home: Go to the home menu screen.
• Create Live Tile: Create a new tile to add to the dashboard.
• Import profile: Replace the My Dashboard layout with another user’s My Dashboard by selecting the user whose profile should be imported. Profiles are automatically saved for each user, based on thelatest My Dashboard layout.
• Refresh: Refresh the screen to show recently created live tiles and the latest Inactive My Dashboard layout.
• Active / Inactive: Toggle between the My Dashboard display mode or edit mode.

Reports Catalogue

The Reports Catalogue is a repository of report templates that provides a starting point and recommended reports.

Applying Filters to Reports

The Filter is a very powerful tool that gives users the ability to narrow down call information to meet their reporting requirements. Filter options are available on any report and users can access this by simply clicking on the + for Apply Filters which presents the following screen:

Users can apply date or time filters to analyse call information for a specific date, time period or specific trading hours. Select the Date/Timedrop down to select pre-defined dates, time ranges, trading (or non trading) hours or input custom dates and times. This filter can be useful when searching for a call at a particular time/date.

Filtering by Extensions allows users to report on individual or multiple extensions, helping to narrow report results to focus only on the extensions of interest. Users have three options on this filter:

1. All Extensions: Users can apply this filter to report on all extensions that are active. By default this option is always applied.
2. Extension Range: Users can enter specific extensions (separated by a comma) or an extension range(using a hyphen).
3. Selected Extensions: Users can select from the list of extensions detected during configuration of the software. Extensions can be selected from the list of ‘Available Extensions’ and moved across to the ‘Selected Extensions’ box using the arrows. Using this filter provides the benefit of viewing extensions by name.

Report ‘Action’ Menu

At the top of every report there are icons which enable users to create a live tile, save as a favourite, save as PDF or CSV, email report or schedule the report. 

Configuration

The configuration section includes:

• User (includes extensions, cost centres,departments, divisions and sites)
• DDI
• Customer
• Logins
• Tasks and Actions
• System Settings

User: 
This section allows users to add, edit or delete extensions, cost centres, departments, divisions and sites.

Extensions are automatically detected when a call is made to or from an extension. Once they are detected,the extensions from the phone system synchronise with the software.

DDI: 

Users can add, edit or delete DDIs as well as assign DDI names and Groups. Data is scheduled every night to sync all DDI information from the phone system to the software. 

Campaigns (DDI Groups) can be created in the DDI Campaign menu in order to assign multiple DDIs to onegroup.

Customer:

Users can add, edit or delete customer details such as company name, contact name, contact number andjob title for every customer.

Logins:

The logins section allows users to setup user accounts for the system. Throughout the system, user accounts provide access to the software Interface and define the level of access specific users have to the system .

Note: You need a licence for each type of user before you can assign each role in the console

There are 4 types of user:

1. Super-user: This user has full access to the portal and is the mandatory supervisor that is set up when purchasing CMC Report from Vonex.
2. Restricted User: This user has access to all sections of the portal other than the Configuration Section. Access can be restricted however, so the user can only access analytics for users that are assigned to a specific reporting level(s). A Restricted User can be permitted to play back call recordings (if the call recording module is active) for his assigned Levels by setting the Recording slider option to ‘Yes’.
3. Insight User: This user can access the Business Insight Console according to the specific groups that they belong to (e.g. departments, divisions, sites).
4. My Console User: This user can only view call information based on their own extension.Once logins have been created within the software, users will need to assign extensions to login roles to define access rights and supervisor types (groups).

Tasks and Actions:

Scheduled Tasks This section allows users to view tasks that have been scheduled. Users can see the first run time for each scheduled task. By clicking the edit option, users have the ability to change the time and date of the scheduled task as well as the run interval. Users can also add or remove email addresses of those that should be sent the report.

Scheduled Actions Each task can be assigned multiple actions. For example a Manager may wish to receive reports from various departments (actions) on the same date each month (the task).

System Settings: 

In Settings the Target Answer Time and Target Wrap-Up Time can be specified (in seconds). The option is also available to synchronise sites or departments with the telephony platform. Please be aware that any manual changes undertaken within the application will be overwritten if this option is selected.

In the Import Inventory section, a customer directory can be uploaded (extension, DDI or customer directory).