Please ensure you download the correct package of SSRS reports for your version of Synergy. It is likely that the Synergy SSRS reports are compatible with older versions of Synergy, however they are only tested against the current release.
||Compatible version of Synergy
||4.6.19 - 4.6.21
Configuring Reporting Services Manager
Details on how to configure Reporting Services Manager can be found on the Microsoft website
Some specific notes on configuring Reporting Services Manager:
- The Service Account needs to be a local administrator on the SQL server,
- In the configuration settings, the Service Account should be set to "Local System".
The Synergy Reports follow the structure shown below. Hidden Reports (shown in red) allow for more detailed information to be displayed, but will not work unless launched via the parent report. This report structure is correct for Version 1.0.1 of the Synergy SSRS reports, and some of these reports may not be present in previous versions.
Once you have access to the SSRS report files (.rdl extension), each individual report will need to be imported into SQL Server Reporting Services and linked to a data source that has access to the Synergy database.
It is recommended that a folder called "Synergy Reports" be created, and that any custom SSRS reports are contained in a separate folder.
Configuring the Data Source
- Click on New Data Source
- Name the Data Source SynergyDataSource
- Ensure that "Hide in tile view" is ticked so that users cannot see the data source
- Enter the connection string for the Synergy database that is being reported on.
- If unsure what to enter here, go to the \wwwroot\web.config file in the Synergy install location, and copy the value from the ConnectionString. Keep the "Data Source", "Initial Catalog" and "Application Name" parts of the value, but all other details can be removed.
- Use "Credentials stored securely in the report server", and enter the username and password of any account with administrator access to the Synergy database
- Press OK to Save these details
The following reports should be hidden so that they do not appear in the list of reports. This is done on the Properties page for each report:
- Message Detail
- Message Resend All Confirm
- Message Resend All
- Message Resend Single
- Read Receipt - Users
- User Details Report
The following sections detail all of the reports included in the Synergy SSRS Reports.
Displays a summary of all records completed by all agents in a given date range, split by agent and by campaign. This can be filtered to a chosen date range and selection of campaigns.
Selecting an agent's name will take the user to the Agent Daily
SSRS report for that user.
Displays Outcome data for a specific agent over a given date range. It is possible to view all campaigns, or filter to individual campaigns. If the name of a campaign is selected, this will take the user to the AgentDetail
Displays Outcome Data for a specific agent and campaign over a given date range. If the name of the campaign is selected, this will take the user back to the Agent Daily
report. If the Session ID is selected, this will take the user to the SessionData
Displays a summary of current campaigns, including total records and the current status of records. It is possible to view disabled campaigns (only live campaigns will be displayed by default), and to show all campaigns or filter to individual campaigns. If the name of a campaign is selected this will take the user to the SessionList
SSRS report, and if Outcome Breakdown is selected this will take the user to the CampaignOutcomeBreakdown
This is a Hidden sub-report of the Campaigns
Displays a pie chart and table which shows how often each Call Outcome is selected for a given campaign.
This is a Visible sub-report of the Campaigns
Displays a list of Session IDs for script runs within a given date range. It is possible to filter the report by Campaign, Users and Outcome, either selecting all or individual items. If the Session ID is selected, the user will be taken to the SessionData
Concurrent Agent Desktop Usage
Displays the maximum concurrent usage for the Agent Desktop module of Synergy for each day over a given date range, and also display the exact time when that maximum concurrent usage was reached for each day. If this time is clicked in the report, the user will be taken to the ConcurrentUsageBreakdown
This report gives indicative data on concurrent usage of the Agent Desktop but only provides a snapshot, whereas the Synergy application itself reviews concurrent licence usage in real time. Please be aware that one user account can use multiple Agent Desktop licences if that user account is logged in from different IP addresses.
Displays a snapshot of maximum concurrent usage of the Agent Desktop, listing all user accounts and the IP address that were logged in at that exact time.
Displays the data captured in a single field within a script and campaign, for script runs within a given date range. Includes a Data Count to help notice trends in the data being captured.
Data Breakdown - Multi Field
Displays the data captured in multiple fields within a script and campaign, for script runs within a given date range. Includes a Data Count to help notice trends in the data being captured.
Displays the data captured within a script, for script runs within a given date range. It is possible to see the data from all script runs, or to filter by particular Call Outcomes or script fields. This report would be used instead of the Data Breakdown reports if the user needs to display the data for each record and Call Outcomes.
Message Processing Service Errors
This report can be used to view any errors that are encountered by the Message Processing Service. If the Email control is processed during a script run, the control will display to the user that the message has been sent, this creates an entry within the Synergy database. The Message Processing Service polls the Synergy database and when successful the message is passed onto the Mail Server. If the Message Processing Service is failing to send messages, this will not display an error within the Synergy GUI so this SSRS report can be used to view any messages that have failed and also request these messages be processed again by the Service.
The report will display all messages that have failed to send regardless of the date, if however no messages have failed the user will see the below message.
When data is returned by the report, this will be displayed to the user from most recent to oldest. It is also possible for the user to trigger an update to the Synergy database which will allow for the Message Processing Service to attempt to re-send a single message or all messages. If the user clicks View Content/Error for a specific row of data, this will take the user to the Message Detail
report. If the user clicks the Click Here to Re-Send ALL Messages
button, this will take them to the Message Resend All Confirm
The report will attempt to display the script name that was used to send the email however this is only possible for live campaign calls, if the message was sent due to a Synergy script being run in preview mode there is no link between the message and the script name within the Synergy database so instead the string "Script ran in Preview Mode" will appear.
Message Resend All Confirm
This report contains no data, so it is not possible to connect this report to a datasource within SSRS, the only function of this report is to stop users accidentally pressing the Click Here to Re-Send ALL Messages
button on the Message Processing Service Errors
report. Clicking YES
will take the user to the Message Resend All
report, and clicking NO
will take the user back to the Message Processing Service Errors
Message Resend All
This report updates the Synergy database directly which will allow for all failed messages to be re-processed by the Synergy Message Processing Service, this is achieved by resetting the attempts from 10 to 0. This does not guarantee that the messages will successfully send, as the same failure could occur. Before this functionality is used the error that caused the message to fail to send originally should be resolved by a System Administrator. Clicking "Back to Main Report" will take the user to the Message Processing Service Errors
This report will display the sending options, message content and the reason why the message failed to send for an individual message. The error message displayed would then be used by a system administrator to investigate why the message failed to send, it is also possible to Re-Send individual messages from within this report by clicking on "Click Here to Re-Send Message", this will take the user to the Message Resend Single
Message Resend Single
This report updates the Synergy database directly which will allow for a single message to be re-processed by the Synergy Message Processing Service, this is achieved by resetting the attempts from 10 to 0. This does not guarantee that the messages will successfully send, as the same failure could occur. Before this functionality is used the error that caused the message to fail to send originally should be resolved by a System Administrator. Clicking "Back to Main Report" will take the user to the Message Processing Service Errors
Outbound Data Matrix
Up to 3 script fields from a particular campaign can be selected. Displays the number of times each combination has been selected, and by which user. This report can be used to find patterns in script usage, for example to compare what the call was regarding and which outcome was selected by the agent.
Report used to compare the number of records being run for a campaign over two different date ranges. It is possible to select all or individual outcomes.
Displays how often a page of the script was reached for a given date range; it is only possible to select a single campaign and outcome for this report. The report can be used to analyse how the script is being used by the agents.
Displays agent messages that were sent to users. Must Read will display "Yes" if "Requires Read Receipt" was set to true when the message was sent. The report will default to select all users, but individual users can be selected to filter the list down to agent messages sent by that user. This report along with the Read Receipt - Users
sub-report are useful if important messages are being being sent out to users, and managers need to check who has read them and who has not.
If the Title of the agent message is selected, the user will be taken to the Read Receipt - Users
Read Receipt - Users
Displays a list of whether users have or have not read the agent message that was selected within the Read Receipt
report. It will include the date and time that each agent read this message.
Displays record information for a specific campaign over a given date range. Data displayed includes date started, duration, outcome and number of pages visited. If multiple call attempts are made against a record, you will see multiple entries in this table for each attempt. If the Record ID is selected, the user will be taken to the RecordDetail
Displays information about the route the agent took during the script run. This report can be used to view how much time was spent on each page of the script.
It displays Data and History for a single Record, and can be accessed from two different parent reports by clicking on the Session ID from within those reports. If the record has been run multiple times, the Record Data displayed will only contain the data entered into the script on the last script run. Any data entered previously and overwritten cannot be reported on, as this is not stored in Synergy.
User Activity Report
Displays the login history of the Agent Desktop module over a given date range, and when each user was last active. If a username is selected, you will be taken to the User Details Report
User Detail Report
It displays the login history of the Agent Desktop module for a specific user.