Products—Reports and Business Intelligence

The iService reporting and analytics solution includes the following features:

Ad Hoc or Scheduled Reports

The iService reports can be run as-needed on an ad hoc basis, or scheduled to run automatically based on a schedule that is convenient for you. The scheduled reports can be delivered as a PDF, Excel file, .csv file, web page, or XML file directly to your inbox or into a network folder.

Drill-through Reports

Many of the reports allow you to drill-through information from one report directly into another report. For example, you can start with a Mass Mailing Overview report and drill down to view details of a particular mailing by simply clicking on the desired mailing.

Parameterized Reports

Most reports allow you to select various parameters such as which business segments, topics, or agents to include. And all reports can be run for any timeframe desired.

Export Reports in Multiple Formats

All reports can be exported to or delivered in XML, comma separated value, TIFF image, Acrobat PDF, web archive, or Excel format.

A variety of reports are available that provide insight into your customer interactions. These reports include information such as:

Types of Messages Received

iService Reports will tell you how many messages you receive by topic during any timeframe desired. This information helps you evaluate various aspects of your business such as product preferences, support issues, issues with your web site, etc. Topic information can also help you gauge the effectiveness of web-based lead generation programs.

Messages Handled By Your Staff

Agent reports provide detailed information about the number of messages handled by each support representative and how those messages were resolved. In addition to measuring the volume of interactions handled by staff, you will gain insight into their response times. You can even run audit reports to select random samples of agent responses for quality assurance and training purposes.

Volume of Messages By Mailbox

You can quickly view the total number of messages received by each of the mailboxes during any timeframe.

Email Marketing Results

Evaluate the effectiveness of your outbound email marketing campaigns, including details on the number of unsubscribes, URL clickthroughs, and messages viewed. These reports include the ability to "drill through" to detailed lists of the recipients that took action on your email mass mailing.

Service Level Management

Setting and achieving targeted service levels is an important part of keeping customers and winning new business. iService Reports provides insight into how quickly you respond to messages, and allows you to easily compare service level across topics and message queues.

Below are just a few of the standard reports included within the iService Business Intelligence portal. All reports can be customized as needed, and any information within the iService database can be used for reporting and analysis. Many reports include drill-through capabilities to more detailed reports as well as direct links to information within iService.

Enlarge Image	Agent Interactions By Type This report provides a summary of all interactions created by each agent during the selected timeframe. This provides an overview of the type and amount of work each agent is performing. The breakout of interaction types includes email responses, call notes, outbound agent email, and all other interaction types performed by the agent.
Enlarge Image	Agent Interactions by Status This report is similar to the interactions by type report, but breaks the interactions out based on the status of the interaction. This provides insight into how your agents are resolving interactions, such as whether they mark their responses as expecting a customer reply and how many messages they send using the secure message feature of iService.
Enlarge Image	Agent Response Time Your customers measure you based on how quickly you respond to their questions; the response time by agent report provides you insight into how quickly each agent is handling their interactions. This might reveal, for instance, that one of your agents is overwhelmed and needs additional assistance to get back on track.
Enlarge Image	Topic Service Level Report By Percentage This service level report provides insight into how quickly you are handling message by topic. It displays the percentage of messages that are resolved broken out by standard response time categories. As with any of the iService reports, you can modify any aspect of the report such as changing the service level targets for your report.
Enlarge Image	Topic Service Level Report By # of Messages This report is similar to the service level report by percentage, but displays the number of interactions resolved in each time period. This example shows a report that was exported to Excel format.
Enlarge Image	Sales Pipeline by Sales Person This report is an example of using contact properties to track detailed information about customers and prospects. Similar reports can be created based on interaction properties that provide details such as the number of billable minutes of support delivered for each client.