Use the SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console reporting function to create historical reports, or extract data for your contact center's Groups, Agents, Queues, , and Campaigns. This data can be used to assess the performance of your .
As a supervisor, you can generate historical reports to assess the performance of Virtual Contact Center. Supervisors can access the Historical Report Wizard tool to easily select from scores of pre-defined report templates, customize the reporting parameters, and save them for reuse or duplication. The reporting supports named filter templates to ease repetitive tasks.
The New Historical Report Wizard walks you through the following steps:
If you have restricted access to historical reports, you see historical data only pertaining to the groups and queues you supervise or are a member of.
When you generate a report, Supervisor Console exports the report to Microsoft Excel. You can then print the report, customize the report's appearance, or export the report from Excel in a format (such as CSV) for import into another program.
To generate a historical report:
Note: If you have restricted access to historical reports, you will see historical data pertaining only to the groups and queues you supervise or are a member of.
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