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Create CRM Customer Reports

Note: If enabled by your Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. administrator, as an agent, you can create or download custom reports to extract the desired customer data. You can always run a report even if the ability to download the report is disabled.

To create a CRM Customer Report:

  1. Go to the Customers tab.
  2. In the header area, click Report.
    Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. displays the Customer Reports page.
  3. In the Customer Reports page, click New Report.

    Agent Console walks you through the three-step New Report wizard.
    If your contact center administrator has added custom fields to your Local CRM, the custom fields appear in the list of fields.
  4. In Step 1 of the New Report wizard:
    1. In the Report Title text entry area, enter the name of the report.
    2. Select a vertical or horizontal layout.
    3. In the Fields to Include area, select the fields to be included in the report.
    4. Click Next.
      Agent Console displays the next step in the wizard.
  5. In Step 2 of the New Report wizard, for each customer field you chose in Step 1, create optional filtering statements.
    1. For each report field, choose a logical operator, then in the adjoining text entry area type (or if applicable, select) a filter.
    2. Click Next.
      Agent Console displays the next step in the wizard.
  6. In Step 3 of the New Report wizard, perform the following:
  7. Produce and save the report. Perform one of the following:

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