Creating a CRM Case Report

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:

  1. In the Navigation bar, click Home.

    In the CRM panel, the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. displays the default Internal CRM record.

  2. 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.

  3. In the Case Reports page

    1. Choose the From Date and To Date range for the report, or choose Select All Dates.
    2. In the Case Reports list, choose a report type.
    3. Click Create.

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

    Figure 92: Agent Console, Case Report Wizard, Step 1

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

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

    1. In the Report Title text entry area, type 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 second of three Reports Wizard pages.

    Figure 93: Agent Console, Case Report Wizard, Step 2

  5. 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.

    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 94: Agent Console, Case Report Wizard, Step 3

  6. 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.

  7. Produce and save the report. In the Case Report Wizard, Step 3 of 3, perform one of the following:

 


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