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Generating Historical Reports

As a supervisor, you can generate historical reports to assess the performance of 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.. 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:

  1. Select a pre-defined report template.
  2. Add or customize reporting parameters such as agents and queues.
  3. Save and run the report.

To generate a historical report:

  1. Log in to the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. as a supervisor.

    Only AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Supervisors can produce historical reports.

  2. From the Control Panel menu, select Reporting.

    The Display panel opens the historical reporting page.

    Figure 97: Historical Reporting

  3. Click + or New Report link on the top right hand corner.The Historical Report Wizard walks you through the steps to generate a new report.
  4. 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.

    Figure 98: Creating a historical report

  5. Based on your selection, use the Selection tool to specify 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 and/or Agent 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".

  6. Specify the selected report's granularity and optional date range.

    1. 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.

    2. If you chose range, in the Date Range list choose a standard date range or choose custom.
    3. If you chose custom, in the Start Date and End Date calendars, choose the first and last dates included in the custom date range.

      Figure 99: Historical Reporting Wizard: Specifying Reporting Parameters

  7. 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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