The CRM case reports provide both customer and case information. The customer-related fields appear in Case, Follow-Up, and Attached fields and can be used to filter report data.
Note: The Description field displays only the first 256 characters on reports.
To create a CRM Case Report:
In the Navigation bar, click Home.
In the CRM panel, the displays the default Internal CRM record.
In the CRM panel, in the Case area toolbar, click Report.
The Agent Console displays the Case Reports page.
Figure 91: Agent Console, Case Reports page
The Case Reports list contains three default case reports: Internal Case Report, 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. Case Report, and Management Case Report.
In the Case Reports page
The Agent Console displays the first of three Reports Wizard pages.
In the Case Report Wizard, Step 1 of 3:
The Agent Console displays the second of three Reports Wizard pages.
In the Case Report Wizard, Step 2 of 3, for each case field you chose in step 1 of the Case Report Wizard (Figure 92), create optional filtering statements.
The Agent Console displays the third of three Reports Wizard pages.
In the Case Report Wizard, Step 3 of 3, choose the primary and secondary report fields the Agent Console uses to order the data contained in the case report, then choose the two fields' sort order.
Produce and save the report. In the Case Report Wizard, Step 3 of 3, perform one of the following:
If the agent computer has Microsoft Excel installed, to produce the report in the agent computer's Microsoft Excel program without saving the report configuration, click Run in Excel.
After the Agent Console produces the report in Excel, in the Case Report Wizard click Save to save the report configuration.
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