As a supervisor, you can generate historical reports to assess the performance of . Supervisors can access the Historical Report Wizard tool to easily select from scores of pre-defined report templates, customize the reporting parameters, and save them for reuse or duplication.The reporting supports named filter templates to ease repetitive tasks.
The new Historical Report Wizard walks you through the steps:
To generate a historical report:
Log in to the as a supervisor.
OnlySupervisors can produce historical reports.
From the Control Panel menu, select Reporting.
The Display panel opens the historical reporting page.
In step 1, select a pre-defined report from the list.
In the Preview area, the Agent 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 displays simulated data in an example of the selected report's layout.
Based on your selection, use the Selection tool to specify and/or selectionAgent selection.
You can include or exclude deleted agents/ queues information in the reports. For information on access to deleted agents/ queues, refer to See "Including Deleted Agents and Queues Data in Reports".
Specify the selected report's granularity and optional date range.
In the Data Granularity list, choose a standard reporting resolution interval or choose range.
Granularity specifies how frequently the report totals the data contained within the historical report.
If you chose custom, in the Start Date and End Date calendars, choose the first and last dates included in the custom date range.
Perform one of the following tasks:
The Agent Supervisor Console generates the report, exports the report as a Microsoft Excel XLS file.
Note: 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.
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