Generate historical reports

Use the 8x8 Contact Center 8x8 SupervisorClosedAn 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, ChannelClosedPhone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue., and Campaigns. This data can be used to assess the performance of your 8x8 Contact Center.

As a supervisor, you can generate historical reports to assess the performance of 8x8 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:

  1. Select a pre-defined report template.
  2. Add or customize reporting parameters such as for agents and queues.
  3. Save and run the report.

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, 8x8 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:

  1. Log in to 8x8 Supervisor Console as a supervisor. Only supervisors can generate historical reports.
  2. From the Control Panel menu, select Report.
    The New Historical Reports Wizard opens and walks you through the steps to generate a new report.
  3. In Step 1, choose a template from the list.
    In the Preview area, 8x8 Supervisor Console displays simulated data in an example of the selected report's layout.
  4. Click Next.
  5.  Specify the selected report's granularity and optional date range.
    1. Enter a value for the Report Title.
    2. In the Data Granularity list, choose a standard reporting resolution interval or choose range.
      Granularity specifies how frequently the report totals the data contained within the historical report.
    3. If you chose range, in the Date Range list choose a standard date range or choose custom.
    4. If you chose custom, in the Start Date and End Date calendars, choose the first and last dates included in the custom date range.
  6. Select a Time Zone.
  7. Click the Selection Window link. Based on your selection, specify Queues or Agents.
    You can include or exclude particular agents and queues or even deleted agents and queues in the reports. For details on how to access deleted agents and queues, refer to Generate Reports on Deleted Queues and Agents.
  8. Select Show Totals.
  9. Perform one of the following tasks:
    • To save the report configuration without running the report, click Save.
    • To run the report without saving the report configuration, click Run.
    • To run the report and save the report configuration, click Save and Run.
    The 8x8 Supervisor Console generates the report, exports the report as a Microsoft Excel file.

    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.

Concept Link IconSee Also