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Creating a CRM Case Report

A CRM case report provides 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.

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. provides three reports by default. You cannot edit these reports.

To run a default CRM Case Report:

  1. Go to Cases tab.

  2. In the header area, click Report link.

    The Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. displays the Case Reports page.

    Figure 76: Agent Console, Case Reports page

    The Case Reports list contains three default case reports:

    • Internal Case Report
    • Supervisor Case Report
    • Management Case Report
  3. To run one of the default reports, select a date range and click Run next to the desired default report. If you wish to create your own report, follow the steps below.

To create a new CRM Case Report:

  1. In the Case Reports page, click New Report link.

    The Agent Console walks you through the three step report wizard.

    Figure 77: 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.

  2. 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 78: Agent Console, Case Report Wizard, Step 2

  3. In the Case Report Wizard, Step 2 of 3, for each customer and case field you chose in step 1 of the Case Report Wizard (Figure 77), create optional filtering statements.

    1. For each of the report fields, choose 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 79: Agent Console, Case Report Wizard, Step 3

  4. In the Step 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.

  5. Produce and save the report. Perform one of the following:


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