Creating Historical Reports

Use the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. 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. Console reporting function to create historical reports for your contact center's Groups, Agents, Queues, and Channels. You can generate reports to extract data on groups, agents, queues, channels, and campaigns. This data can be used for assessing the performance of the 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..

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.

When you produce a report, the Agent 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.

Refer to Generating Historical Reports to learn how to generate historical reports. To learn how to include the deleted agents and queues in reports see, Including Deleted Agents and Queues Data in Reports.


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