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Creating a CRM Customer Report

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. provides you the ability to create custom reports to extract desired customer data.

To create a CRM Customer Report:

  1. Go to Customers tab.

  2. In the header area, click Report.

    The Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. displays the Customer Reports page.

    Figure 72: Agent Console, Customer Reports page

    In the Customer Reports page, the Customer Reports list contains no choices.

  3. In the Customer Reports page, click New Report.

    The Agent Console displays the first of three Reports Wizard pages.

    Figure 73: Agent Console, Customer Report Wizard, Step 1

    If your contact center administrator has added custom fields to your Local CRM, those custom fields appear in the list of fields.

  4. In the Customer Report Wizard, Step 1 of 3:

    1. In the Report Title text entry area, enter the name of this report.
    2. In the Fields to Include area, select the fields included in this report.
    3. Click Next.

      The Agent Console displays the next step in the wizard.

    Figure 74: Agent Console, Customer Report Wizard, Step 2

  5. In step 2, for each customer field you chose in step 1 of the Customer Report Wizard (Figure 73), create optional filtering statements.

    1. For each of the report fields, chose a logical operator, then in the adjoining text entry area type (or if applicable, choose) a filter.
    2. Click Next.

    The Agent Console displays the third of three Reports Wizard pages.

    Figure 75: Agent Console, Customer Report Wizard, Step 3

  6. In the Step 3:

  7. Produce and save the report. Perform one of the following:

    See Also

 


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