Reporter - statistics for quality evaluations

In the NICE Engage®, Reporter statistics tool you can be created, distribute, subscribe to, and evaluate statistical reports.

There are different kinds of statistical report types that you can e.g. use to:

• identify the quality wise most successful agents,
• measure how your telephony etiquette rules are applied,
• compare different answers given to a specific question.

Reporter is equipped with different report features for different user categories. Below you find a brief description of the various user categories. What is included in and how you work with Reporter is seen in NICE Reporter Guide.pdf, included in NICE Engage manual suite.

Reporter - Subscriber

As a subscriber you receive scheduled reports, i.e. pre-defined reports that are sent out at a regular basis. You can also

• see a list of existing subscriptions,
• choose to subscribe or unsubscribe to a selection of reports,
• preview your reports.

Reporter - Coach

With the access right to create report definitions you can tailor reports using given templates.

Coaches can also

• create schedules for when reports shall be distributed and choose which subscribers that shall be allowed to study the reports,
• run reports whenever you want to and change report parameters to you needs,
• change report definitions, create new reports, and save report for future references,
• see report history and browse through snapshot pictures from former occasions the report has been generated.

Reporter - Administrator

With administrator rights you can upload logotypes, set parameters for default templates and make general settings. In addition to this you can also see a list of all reports that are generated and stop the execution of report jobs.