How-To

What are Live Reports?

Business Connect Live Reports are analytical dashboards which empower your organization's decision-makers by providing access to reports on inbound and outbound calls in near real-time. Live Reports help you optimize the advantages of your phone system by presenting usage analysis and trending metrics in an easy-to-read graphical format. With separate views and several filtering options, you can target your report to reveal exactly what you want to know to increase your business performance.

Note: Live Reports provide graphical representations of usage statistics in near real-time; Call logs show raw data of all the incoming and outgoing calls and faxes made by the entire account; while Reports display a graphical analysis of the account's usage statistics for the past 24 hours.

Full Live Reports Feature List

  • Over 30 metrics available, both inbound and outbound calls are supported.
  • Real-time reporting on queues, with aggregated data available for up to 24 hours.
  • Create and manage multiple dashboards.
  • Easily manage dashboards: drag and drop widgets to create and configure dashboards.
  • Service Level identification and management.
  • Show data for Queue level visibility, such as customers waiting, SLA, and AHT.
  • Show data for Agent level visibility, such as status, talk time, hold time, transfer rate, and call count.
  • Set privacy settings: make multiple dashboards visible to anyone or visible only to the owner (only the owner can edit a dashboard).
  • Access Live Reports via Business Connect Voice Manager, Business Connect Mobile app, or through dedicated Live Reports websites.
  • Wallboard view: display the dashboard on a big screen.
  • Data export capabilities.
  • Supports TELUS permissions (no access, read-only full access).

Enabling Live Reports

To purchase Live Reports, contact your TELUS Account Representative or Channel Care. In order to run Live Reports, you must purchase at least one license. Each license purchased will be assigned to a user. For example, a call center manager would be an ideal candidate for a Live Reports license.

Live Reports is available for purchase on Standard, Premium, and Premium Plus editions of Business Connect.

For Multi-location enabled accounts, Live Reports will only display information for sites that are assigned or enabled to the user. The user may view the data for all sites if they are assigned to the Main Company Site.

How it works

When Live Reports is enabled, a new drop-down under Reports in Voice Manager will appear.

Click Reports > Live Reports.

Users with Full Access for Live Reports (such as an account administrator) can create dashboards which include customized reports based on metrics such as Service Level, Call Volume, Agents Count, Agent Details, Queue Monitor, Queue Details, and Queue Calls. Reports within a dashboard are called Widgets. Each dashboard can have multiple Widgets.

Live Reports can also be accessed on the Business Connect mobile app. To enable it in the mobile app:

1. Launch the Business Connect Mobile App on your device

2. Tap your profile picture

3. Scroll down and click “Reports”

4. Users with administrative access will see Historical Reports, Live Reports, and Quality of Service. Click Live Reports.

5. Tap the refresh button in the top left corner to receive updated data. Click “Done” to exit.

Managing Access to Live Reports

There is a separate section available in the permissions list of a role which controls the access to Live Reports. Currently, two permissions are available:

  • Live Reports - View Only: allows viewing of dashboards shared by other users.
  • Live Reports - Full Access: grants configuration capabilities over Live Reports.

To customize default roles, create new roles for your users and grant proper permissions. For instance, if you would like your agents to have an access to the shared dashboard, create a new role based on the standard role and enable Live Reports - View Only permission for it.

Managing Live Reports Dashboards

Users with Live Reports - Full Access permission can manage Live Reports dashboards. They should be able to create new dashboards, modify existing dashboards, and add and/or remove reports/widgets via the Business Connect Voice Manager.

Creating a new Dashboard

1. Access your Live Reports page in Voice Manager

2. Click the Add Dashboard button.

3. Enter a Dashboard Name, then select a Privacy Setting.

There are 2 available Privacy Settings:

  • Private - visible only to the user who created the Dashboard. Only this user can edit the Dashboard as well.
  • Public - visible to anyone who has an access to Live Reports but only the creator of the Dashboard can edit.

4. Click Save.

Note: if a Dashboard is set to Public, all users with either Full Access or View Only permissions will get an access to this dashboard.

The new dashboard has been created and can be access via the top left link.

Editing an Existing Dashboard

1. Access your Live Reports page in Voice Manager.

2. Click the Edit button.

3. Make the necessary changes, then click Save.

Deleting a Dashboard

1. Access your Live Reports page in Voice Manager

2. Click the Delete button.

Duplicating a Dashboard

Duplicating dashboards help you save time when creating one. For example, a user who needs to edit a dashboard but does not have edit permissions can duplicate the dashboard. Once duplicated, the user becomes the owner of the duplicated dashboard and can customize it accordingly.

Typically, an administrator who manages multiple sites can set up a dashboard to monitor all queues for all the locations. Managers from each location can then be allowed to clone the dashboard, so they can remove the unnecessary queues. This helps save time in setting up widgets for every particular location, and the administrator sees the same metrics and numbers as every site Manager.

Alternatively, an administrator can create an empty dashboard with all the correct settings or metrics, for example, SLA targets, Queue calls, etc. The created dashboard can be cloned for every location and relevant queues can be added.

1. Access your Live Reports page in Voice Manager.

2. Click the Duplicate button.

Searching for a Dashboard

In case there are multiple dashboards, you can search for a Dashboard quickly and easily by typing the name in the search field.

1. Access your Live Reports page in Voice Manager.

2. Click the Dashboard's drop-down box.

3. Type the name of the Dashboard you are looking for in the search box. Note: the search results will appear right below the search box.

4. Click the Dashboard that you want to open from the search results.

Adding New Reports to a Dashboard

Reports within a Dashboard are called widgets. Add a new Report or Widget to your dashboard by following the steps below:

1. Access your Live Reports page in Voice Manager.

2. Click the Add Widget button.

3. Decide which widget type needs to be added to the dashboard. Click your choice.

Managing a Widget

Widgets can be managed once created — you can modify the settings, duplicate or delete them.

1. Access your Live Reports page in Voice Manager.

2. Select a widget to manage. Click the 3 vertical dots button located in the top-right corner of the widget.

3. You will see the following options:

  • Settings - Select if you want to change the widget settings.
  • Duplicate - Choose this option to create a new widget of the same type settings inherited from the current widget.
  • Delete - Deletes the widget.

Click your preferred action.

Note: in case the 3 vertical dots button is not present, check the following:

  • Make sure you have Full Access permissions for Live Reports.
  • Ensure you are the owner of a dashboard you want to edit.
  • If you don’t own a dashboard and still want to configure a dashboard, then clone it using the top toolbar.

Changing the Dashboard Layout

All widgets are draggable and can be easily repositioned to a new location within a dashboard.

1. Access your Live Reports page in Voice Manager. 2. Select a Widget to reposition. Hover your mouse over the drag and drop handle located in the top-left corner of the Widget.

Note: if the drag and drop handle is absent, check the following.

  • Make sure you have Full Access permissions for Live Reports.
  • Ensure you are the owner of a dashboard you want to edit.
  • If you don’t own a dashboard and still want to configure a dashboard, you can clone it using the top toolbar.

3. Hold the mouse button and drag the widget to the desired position.

4. Release the mouse button when you see the outline in the new Widget position.

Setting the Wallboard View

Live Reports can be configured to present information on a wide screen to the agents on the floor. Performance can be viewed in real-time.

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