Interaction Tracker Timesheet Reporting

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Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.ININ.com

Interaction Tracker

Timesheet Reporting

Technical Reference

Interactive Intelligence Customer Interaction Center® (CIC)

2016 R2

Last updated December 14, 2015 (See Change Log for summary of changes.)

Abstract

If your organization needs to associate phone calls with customers, Interaction Tracker Timesheet Reporting allows you to accurately track the time spent on these calls. This paper is an overview of the Timesheet Reporting feature and provides information on configuring Timesheet distribution in Interaction Administrator.

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Copyright and Trademark Information

Interactive Intelligence, Interactive Intelligence Customer Interaction Center, Interaction Administrator, Interaction Attendant, Interaction Client, Interaction Designer, Interaction Tracker, Interaction Recorder, Interaction Mobile Office, Interaction Center Platform, Interaction Monitor, Interaction Optimizer, and the “Spirograph” logo design are registered trademarks of Interactive Intelligence, Inc. Customer Interaction Center, EIC, Interaction Fax Viewer, Interaction Server, ION, Interaction Voicemail Player, Interactive Update, Interaction Supervisor, Interaction Migrator, and Interaction Screen Recorder are trademarks of Interactive Intelligence, Inc. The foregoing products are ©1997-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Director is a registered trademark of Interactive Intelligence, Inc. e-FAQ Knowledge Manager and Interaction Marquee are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2002-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Gateway is a registered trademark of Interactive Intelligence, Inc. Interaction Media Server is a trademark of

Interactive Intelligence, Inc. The foregoing products are ©2006-2015 Interactive Intelligence, Inc. All rights reserved. Interaction Desktopis a trademark of Interactive Intelligence, Inc. The foregoing products are ©2007-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Process Automation, Deliberately Innovative, Interaction Feedback, and Interaction SIP Station are registered trademarks of Interactive Intelligence, Inc. The foregoing products are ©2009-2015 Interactive Intelligence, Inc. All rights reserved.

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Interaction Edge, CaaS Quick Spin, Interactive Intelligence Marketplace, Interaction SIP Bridge, and Interaction Mobilizer are registered trademarks of Interactive Intelligence, Inc. Interactive Intelligence Communications as a Service℠, and Interactive Intelligence CaaS℠ are trademarks or service marks of Interactive Intelligence, Inc. The foregoing products are ©2012-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Speech Recognition and Interaction Quality Manager are registered trademarks of Interactive Intelligence, Inc. Bay Bridge Decisions and Interaction Script Builder are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2013-2015 Interactive Intelligence, Inc. All rights reserved.

Interaction Collector is a registered trademark of Interactive Intelligence, Inc. Interaction Decisions is a trademark of Interactive Intelligence, Inc. The foregoing products are ©2013-2015 Interactive Intelligence, Inc. All rights reserved. Interactive Intelligence Bridge Server and Interaction Connect are trademarks of Interactive Intelligence, Inc. The foregoing products are ©2014-2015 Interactive Intelligence, Inc. All rights reserved.

This product includes software licensed under the Common Development and Distribution License (6/24/2009). We hereby agree to indemnify the Initial Developer and every Contributor of the software licensed under the Common Development and Distribution License (6/24/2009) for any liability incurred by the Initial Developer or such Contributor as a result of any such terms we offer. The source code for the included software may be found at http://wpflocalization.codeplex.com.

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Other brand and/or product names referenced in this document are the trademarks or registered trademarks of their respective companies.

DISCLAIMER

INTERACTIVE INTELLIGENCE (INTERACTIVE) HAS NO RESPONSIBILITY UNDER WARRANTY,

INDEMNIFICATION OR OTHERWISE, FOR MODIFICATION OR CUSTOMIZATION OF ANY INTERACTIVE SOFTWARE BY INTERACTIVE, CUSTOMER OR ANY THIRD PARTY EVEN IF SUCH CUSTOMIZATION AND/OR MODIFICATION IS DONE USING INTERACTIVE TOOLS, TRAINING OR METHODS DOCUMENTED BY INTERACTIVE.

Interactive Intelligence, Inc. 7601 Interactive Way Indianapolis, Indiana 46278 Telephone/Fax (317) 872-3000 www.ININ.com

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Interaction Tracker Timesheet Reporting Technical Reference 1

Introduction

Interaction Tracker Timesheet Reporting allows professional service organizations to easily associate phone calls with clients. Timesheet Reporting allows organizations, such as legal firms, to accurately track time spent on the phone with clients. If your organization requires billing clients for time, Tracker Timesheet Reporting can assist you in accurately tracking the time spent on these calls.

This document includes:

• An overview and description of Interaction Tracker Timesheet Reporting

• Installation information

• Configuration considerations

• Information on viewing data in reports

About this information

The information in this technical reference is for supervisors and business managers responsible for tracking employee billable time, and other Customer Interaction Center (CIC) users who need to track time spent on the phone with clients. Users of this

information might also include partners, planners, installers, and administrators who plan to use the timesheet reports for tracking billable time.

Referenced information

Because Interaction Tracker Timesheet Reporting is installed with Interaction Recorder, this document refers to other technical references and guides. These documents are available in the Documentation Library on your IC server. The CIC Documentation Library is also available on the Interactive Intelligence website, at

http://help.inin.com/cic/desktop/Welcome_Page.html.

The following documentation and links can provide additional information when using Interaction Tracker Timesheet Reporting.

• Interaction Center Installation and Configuration Guide

• Interactive Intelligence License Management web site (http://license.inin.com)

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Overview

Interaction Tracker Timesheet Reporting exports call history data collected on Customer Interaction Center (CIC) users into an individual Timesheet for selected users. The data is exported into an XML format and e-mailed to designated users with their individual phone call activity. This data can be used to assist individuals in reporting and verifying accurate phone call information for billing purposes. The Timesheet data can be imported into an Excel spreadsheet to track billable time.

Interaction Tracker Timesheet Reporting is installed as part of CIC. Timesheet distribution is configured in Interaction Administrator, in the Tracker configuration dialog. At the specific time you configure, Timesheets will be sent by e-mail to designated users in a predefined role.

Law firms

Tracker Timesheet Reporting was designed to fit the billing requirements for law firms. Typically law firms might ask associates to bill 1,900 client hours per year, and partners are often required to bill a set number of hours per year. Billable hours are a management and budget tool, used to predict income, expenses, compensation, and hiring needs. Tracker Timesheet Reporting can help track billable hours that partners and associates spend on phone calls, which might otherwise go unaccounted. This information can assist law firms in creating monthly financial reports and reaching profit targets. The Timesheets assist partners and associates in their time-keeping efforts and provide the law firm with accurate phone call data that is easy to access.

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Getting Started

Requirements

Hardware

There are no additional hardware prerequisites for the Interaction Timesheet Reporting feature.

Software

The Interaction Tracker Timesheet Reporting feature is installed during the Installation of Customer Interaction Center.

Licensing

An Interaction Tracker license is required to get the Timesheet Reporting feature.

Software for viewing Timesheets

To view these reports in Excel, you will need a copy of Microsoft® Excel® spreadsheet software for Office XP or later.

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Configuring

Interaction Administrator

You configure Timesheet Reporting in Interaction Administrator. You configure the

distribution of Timesheets for individual users who have been assigned the Billable-Time

User Role in Interaction Administrator under the People container.

Configuring Timesheet distribution

Timesheet Reporting dialog

To access the Interaction Tracker Configuration dialog, from the Interaction

Administrator tree view controls, select the Interaction Tracker node. In the right pane, double-click Interaction Tracker Configuration. In the Interaction Tracker Configuration dialog box, click the Timesheet Reporting tab to display the configuration options on the Timesheet Reporting page.

Enable Timesheet Reporting

If you have a Timesheet reporting license, you also need to select this check box for Timesheets to be e-mailed to members of your Billable-Time User role.

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Timesheet Reporting Options box

Run the Report

Select when you want your Timesheets delivered, either Weekly or Daily.

Time

Select or type the time to run the data for your timesheet.

Day

From the drop-down list, select the day to run the data for your timesheet.

Role of Users to receive Timesheet

From the drop-down list, select the Role of the users you want to receive this report. The default role is Billable-Time User.

Smallest Billable Time Unit

Type or select the smallest billable time in minutes.

Billable Time Format

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Viewing a Timesheet

Timesheets are delivered in XML format, and can be viewed in an Excel spreadsheet. The XML file is attached to the e-mail that is sent to the members of your Billable-Time User role.

To view the Timesheet, double-click the XML attachment to automatically open the Timesheet in Excel. You might have to save the attachment and double click if from the folder in which it is saved, or open it directly from your Excel program.

Sample Timesheet

The following is a sample of a Tracker Timesheet usage report.

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Change Log

Change Log Date Changed…

December 14, 2015 Updated reference to CIC Documentation Library.

July 29, 2015 IC-131357 Make rebranding changes in technical references Entire document

• Verified there are no references to Interaction Client .NET Edition. Referenced information

• Changed title from IC Installation and Configuration Guide to Interaction Center Installation and Configuration Guide • Verified URLs and other titles.

• Verified IA screen captures.

June 25, 2015 Rebranding changes, new logo and font colors. Updated Copyright and Trademark Information page.

May 21, 2015 In Referenced Information section, changed title of Installing and

Configuring Interaction Recorder Technical Reference to Interaction Recorder and Interaction Quality Manager Technical Reference.

September 9, 2014 Updated documentation to reflect changes required in the transition from version 4.0 SU# to CIC 2015 R1, such as updates to product version numbers, system requirements, installation procedures, references to Interactive Intelligence Product Information site URLs, and copyright and trademark information.

Interaction Tracker Timesheet Reporting