Including Deleted Agents and Queues Data in Reports

Supervisors can customize report data by including or excluding information on deleted agents or queues. Based on the supervisor privileges, you can control the report data by individually selecting agents or queues. Supervisors have improved visibility and increased flexibility in customizing the report data. If you have sufficient privileges see all deleted agents/groups and/or queues in the 'AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Selection' or 'QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. Selection' list in the Reporting screen. Supervisors with sufficient privileges may include or exclude data about deleted agents /queues.

The following table summarizes supervisor’s improved access to historical data based on their privileges:

Table 8: 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.'s Access to Historical Data

Supervisor has Restricted Access Access to Historical Data

No

  • All active agents from existing groups
  • All deleted agents from existing and deleted groups
  • All active and deleted queues

Yes

  • All active and deleted agents from existing groups with monitoring privileges.
  • All deleted agents/ groups which you previously monitored.
  • All active queues which you supervised.
  • No access to any data about groups/queues you do not monitor.

To include deleted agents/queues information in the reports:

  1. Click a report to generate.
  2. Click Agent Selection and /or Queue Selection drop-down list. You can see all agent groups.

    Figure 103: Reporting: Selecting Deleted Agents/Queues

  3. Select individual agent groups or queues. If you expand an agent group, you can see current as well as deleted agents under the group.
  4. You may select a list of deleted agents/ queues from the list.
  5. Enter other criteria and click Export to generate a report.

See Generating Historical Reports to learn how to generate historical reports.

See Also

 


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