Uniphore Customer Portal

Select Key Performance Indicators > Score Analysis. The Category and Business Goal selection pop-up window will be displayed.

Select a category from the drop-down list.

Select a business goal from the drop-down list.

Click Save button. Now, you can see the list of scores for the selected business goal.

Select the score from the list. The charts for the corresponding score will be displayed.

By default, the selected category and business goal are displayed at the top of the page.

By default, the number of contacts for the selected date period for which the reports are displayed is indicated.

Select the Period (Week, Fortnight, Month, Custom Range) from the Calendar. The default time period for the Scores is last calendar fortnight. If no data has been processed for the past fortnight, system displays data for the last active fortnight where the processing was completed.

Select the From date and To date in which the report is to be generated in the respective fields.

Select Contact Type – Voice, Chat or Email from the drop-down list. The values selected for Contact Type will be remembered by the system during the session in the Reports module when I am logged in. Selection of single or multiple contact types will be allowed while filtering. By default, the Contact Type will be displayed as All Contacts.

Click Filter button to select any of the options including Business Rule, Score, Call Attributes or Metadata. This filter is not mandatory.

To apply Filter ‘Business Rule’

To apply Filter ‘Score’

To apply Filter ‘Call Attributes’

To apply Filter ‘Metadata’

Click Apply button to apply the filter for score analysis.

Click Download () icon to download the chart in .png format.

Click Favourite () to mark the chart as Favourite.

Select Key Performance Indicators > Score Analysis. The Category and Business Goal selection pop-up window is displayed.

Select a category from the drop-down list.

Select a business goal from the drop-down list.

Click Save button. Now, you can see the list of scores for the selected business goal.

Select the score from the list. The charts for the corresponding score are displayed.

By default, the selected category and business goal are displayed at the top of the page.

By default, the number of contacts for the selected date period for which the reports are displayed is indicated.

Select the Period (Week, Fortnight, Month, Custom Range) from the Calendar. The default time period for the Scores is last calendar fortnight. If no data has been processed for the past fortnight, system displays data for the last active fortnight where the processing was completed.

Select the From date and To date in which the report is to be generated in the respective fields.

Select Contact Type – Voice, Chat or Email from the drop-down list. The values selected for Contact Type are remembered by the system during the session in the Reports module when I am logged in. Selection of single or multiple contact types are allowed while filtering. By default, the Contact Type are displayed as All Contacts.

Click Filter button to select any of the options including Business Rule, Score, Call Attributes or Metadata. This filter is not mandatory.

Click Apply button to apply the filter for score analysis.

Click Download () icon to download the chart in .png format.

Click Favourite () icon to mark the chart as Favorite.

Select Key Performance Indicators > Business Rule Analysis. The Business Rule Analysis chart is displayed.

Select the Reportable Business Rule to be analyzed from the drop-down list, if required.

By default, the number of contacts for the selected date period for which the reports are displayed is indicated.

Select the Period (Week, 2 Weeks, Month, Custom Range) from the Calendar. By default, the reports are displayed for the last selected date in any reports section for the first Business Rule.

Select the From date and To date in which the report is to be generated in the respective fields.

Select Contact Type - Voice, Chat or Email from the drop-down list. The values selected for Contact Type are be remembered by the system during the session in the Reports module when logged in. Selection of single or multiple contact types are allowed while filtering. By default, the Contact Type is played as All Contacts.

Click Filter button to select any of the options including Business Rule, Score, Call Attributes or Metadata. This filter is not mandatory.

Click Apply button to save the change in Filter.

Click Download () icon to download the chart in .png format.

Click Favourite () to mark the chart as Favourite.

Click Drill Down () icon to drill through child business rule analysis.

Select Key Performance Indicators > Business Rule Analysis. The Business Rule Analysis chart is displayed.

Select the Reportable Business Rule to be analyzed from the drop-down list, if required.

By default, the number of contacts for the selected date period for which the reports are displayed is indicated.

Select the Period (Week, 2 Weeks, Month, Custom Range) from the Calendar. By default, the reports are displayed for the last selected date in any reports section for the first Business Rule.

Select the From date and To date in which the report is to be generated in the respective fields.

Select Contact Type - Voice, Chat or Email from the drop-down list. The values selected for Contact Type are remembered by the system during the session in the Reports module when I am logged in. Selection of single or multiple contact types are allowed while filtering. By default, the Contact Type is displayed as All Contacts.

Click Filter button to select any of the options including Business Rule, Score, Call Attributes or Metadata. This filter is not mandatory.

Click Apply button to save the change in Filter.

Click Download () icon to download the chart in .png format.

Click Favourite () to mark the chart as Favourite.

Click Drill Down () icon to drill through child business rule analysis.

Select Key Performance Indicators > Keyword Analysis.

Select the option as ‘Business Rule’ or ‘Business Rule Group’. Based on the selection, a list of business rules or business rule groups are available in the drop-down list.

Select Agent, Customer or Both by clicking the radio button.

Select the Period (Week, 2 Weeks, Month, Custom Range) from the Calendar.

Select the From date and To date in which the report is to be generated in the respective fields.

Click Filter button to select any of the options including Business Rule, Score, Call Attributes or Metadata. This filter is not mandatory.

Click Apply button to save the change in Filter.

Select Contact Type - Voice, Chat or Email from the drop-down list. The values selected for Contact Type are remembered by the system during the session in the Reports module when logged in. Selection of single or multiple contact types are allowed while filtering. By default, the Contact Type is displayed as All Contacts.

Click Generate button. The Keyword Cloud report appears as shown below.

Click Download () icon to download the keyword cloud in PNG format.