# Genesys Quality Management Suite 8.1.520 : Generating and Using Call Recording Reports

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Call Recording generates a variety of reports for administrators and supervisors. These reports can be displayed in a web browser, or exported by email as an attachment.

## Generating a Report

To generate a report, log in with administrator privileges and navigate to Settings > Reporting.

Name of report: changes the options available for the report:

1. Report: All reporting options are available.
   Bad calls limits the report to calls that are incorrectly recorded or missing information in the database.
   Not decoded calls: Limits the report to calls that have been recorded but have not yet been decoded and saved. This is useful for analyzing the load levels in the system that may be causing delays.
   Transfers: Limits the report to only calls that have been recorded, decoded, and moved to the replay server. This is useful for checking synchronization between the system core server and replay servers.
2. Short errors length (seconds): This value sets the minimum call length, in seconds, before a call is included in the report. This enables very short calls to be discarded, and does not include them in the report.

## Report Type

Select two types of reports:

- Reported period: Includes records for the selected time period only.
- Alltime: Includes all matching records in the database, regardless of time period.

When both types are selected, matching tables show the results for the selected time period and for the entire database. This is useful for comparing a selected period with normal system values.

## Report Results Setting

Reports are displayed in the web browser, select Show on HTML, or to send by email, simply select Send by e-mail.

## Setting Up Periodical Reports with Quick Filter

To create an automatic periodical report based on a time range, use the Quick filter option. The Quick filter options pre-define a period for the report to be sent to email recipients.

1. Select a time period from the drop-down list. The best options are yesterday or last week.
2. Enter an email address. To enter multiple recipients for email notifications, use a semicolon “;” to separate email addresses.
3. Click Save filters.

The Quick filter report is added to the Scheduled tasks list.

- To remove a task from this list, click Stop.
- To remove all tasks from the list, click Clear filters.

## Report Results

Total Calls: Displays the total number of calls captured by Call Recording. The example below shows not decoded calls, correct calls and error calls.

Call Recording Quotient (CRQ): Shows the percentage of total calls that have been recorded.

Error Calls: Generates a table of all error calls, listed by the type of error.

Averages: Shows the average number of daily calls and their average length in seconds.

Transfers-in, Transfers-out: Shows the total number of calls synchronized within Call Recording.

- Transfers-in consists of all call events within the system.
- Transfers-out is the total number of calls that have been decoded, synchronized, and stored for replay.

Files Summary: Shows the number of saved files in the system as processed recordings (MP3 format) and recordings not yet decoded (PCAP).

Busy Hour Call Records (BHCR): Shows recording activity for selected periods.

Limit: Controls the number of events set to be displayed in the report.

### Time Range Setup for Selected Parameters

The time range for reporting parameters can be set by using the Quick filter option, or by selecting the time period using standard calendar controls. If a reporting period is not specified, the whole database of calls is processed for reporting.

To run a report, click Process.

Saved filters should only be set by the administrator.

### Bad Calls Report

When Bad Calls is selected from the Report drop-down list, check the With external data box. This includes data from external databases in the Bad Calls report.

When With external data is selected, additional information like Key and Value is displayed.

When With external data is not selected, the Bad calls report includes only standard data.

### Not Decoded Calls Report

The Not decoded calls report displays Couple IDs for calls that are in the system, but have not yet been decoded. This is useful for analyzing system performance, as it enables the detection of potential overloads, by creating queues before decoding.

Example: If the Call Center recordings finish at 6pm, it may take several minutes before the system decodes all recordings and saves them. The Not decoded calls report shows those calls.

## Transfers

When Call Recording is run on a distributed network, the Transfers report shows the performance of the system by analyzing whether calls are transferred within the system in the selected time range.

There are two parameters:

- Outside: Recordings that are recorded before the specified time range, but are processed in the selected time period.
- Within: Recordings that are processed within the selected time period.