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Offline Reporting Destinations

The internal reports that can be generated by the Contact are operational reports, designed to be used by supervisors for the day-to-day running of the Contact system. They focus on a detailed view of recent events.

Management reports tend to cover longer periods, with a higher degree of aggregation. For these reports, presentation, including graphics, tends to be important. Users need to be able to manipulate the data and create their own reports to suit a company’s requirements on data presentation. Numerous Business Intelligence (BI) tools are available that enable users to do this. Most of these are designed to run on separate SQL databases, which are best suited to run large aggregations.

Contact supports adding offline reporting destinations at the system level to allow events to be sent to external reporting tools for analysis. An offline reporting destination is a remote host server that sits externally to the Contact system.

If offline reporting has been enabled and you have been granted the relevant privileges you will be able to define the destinations you want events to be sent to and choose the events to be sent. It’s possible to define multiple destinations. Once configured you can use a BI tool of your choice to allow customers access to the event data and create reports.

Enable Offline Reporting #

If you want to make use of offline reporting you will need to have the feature enabled by Gamma Support. Once enabled you will be able to define the destination and choose the events you want to send offline.

Add a new destination #

Note: Be aware that the data transmitted to the URL of the host to receive events may contain General Data Protection Regulation (GDPR) sensitive information. As the reporting destination provider, you are responsible for taking any necessary precautions.
  1. Navigate to System > Offline Reporting
  2. (Mandatory) Enter the Name of the reporting destination
  3. Enter an optional brief Description for the reporting destination
  4. (Mandatory) For URL of host to receive events, enter the URL address on the remote host server to which the events are exported
    • The URL address must be in the format: https://hostname. For example: https://localhost:3612/example.
  5. To allow a non-secure URL address (HTTP rather than HTTPS) to receive event transmissions, tick the Allow non-secure URL checkbox (not recommended)
  6. For Channel Support Levels, select the event type(s) that may be sent to the offline reporting destination and the API version for each data stream
    • A “channel” is an individual index within an offline reporting destination for a specific company. The following channel event types can be selected:
      • Agent calls
      • Agent chats
      • Agent emails
      • Agent SMS
      • Agent status
      • Contact calls
      • Contact chats
      • Contact emails
      • Contact SMS
      • Missed calls
      • Queue calls
      • Queue chats
      • Queue emails
    • The version of a channel indicates which fields are supported for an event. Only these fields are sent to the reporting destination. To view a list of the fields associated with that channel and the version at which they were introduced, click the question (?) icon
  7. Select the resellers that may use the offline reporting destination
  8. Click Save Changes

The Offline Reporting Destination will be added.

Note: Not every event will include all of the fields shown in the help list; they may not be present in the original event as stored in the reports database. Multiple channel event types can be selected for a company. The selected version does not have to be the same for each channel.

Pause Event Transmission #

You might want to pause event transmission, for example, while upgrades are performed on the remote host server. It may take a minute for this control to take effect.

  1. Select the appropriate reporting destination in the list
  2. Tick the Pause event transmission checkbox

Offline Reporting Types #

Enum Name

Value

Description

CallData

callData

Call data reports (e.g. calls per agent, queue, service number)

StatusData

statusData

Status data reports (e.g. time spent in each status)

Diagnostics

diagnostics

Diagnostic reports (e.g. all call events for a day)

EmailData

emailData

Email data reports (e.g. emails per agent/queue)

WebchatData

webchatData

Webchat data reports (e.g. webchats per agent/queue)

SMSData

smsData

SMS data reports (e.g. SMS per agent)

PayByLinkData

payByLinkData

Pay by Link reports (e.g. links per agent)

ServiceTypeData

serviceTypeData

Service type data associated with each user/account

Offline Reporting Subtypes #

Call Data Subtypes

Email Data Subtypes

Webchat Data Subtypes

Status Data Subtypes

Diagnostics Subtypes

SMS Data Subtypes

Pay by Link Data Subtypes

Service Type Subtypes

View the status of an Offline Reporting Destination #

  1. Navigate to System > Offline Reporting
  2. Select the appropriate reporting destination in the list
  3. Click Status

The destination status will display in the dialog. This will take a minute to collect all of its data before displaying the status. While it is loading, “Upload in progress” is displayed. Once it has loaded, it will show the destination and the current status of its connections.

Possible statuses: #

  • Up
  • Lagging channels – It is in catchup mode and will return to a status of “Up” when the catchup has completed.
  • Remote end failure – The Contact has tried to deliver an event to the configured URL address for the reporting destination, but that destination has not accepted the event packet. The contents of the failed event packet are also shown. This may help you to determinine why the transmission has failed. To bypass sending this failed event packet and continue with the next packet to be sent, click Skip. However, if an event packet is skipped, its contents may never be delivered to the offline reporting destination.
  • Offline
  • Unknown

Delete an Offline Reporting Destination #

  1. Navigate to System > Offline Reporting
  2. Select the appropriate reporting destination in the list
  3. Click Delete
  4. Click Delete to confirm

The destination will be deleted.

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