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Create CRM Task Reports

Note: If enabled by your 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. administrator, as an agent, you can create or download custom reports to extract the desired customer data. You can always run a report even if the ability to download the report is disabled.

You can extract specific task information by generating customized task reports. Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. allows you to create a custom task report in just three simple steps using a wizard. The reporting wizard allows you to select the specific data you wish to report on. For example, you can generate a report to summarize the tasks generated in a particular month.

To generate a report for tasks:

  1. Go to the Tasks tab.
  2. in the header area, click Report.
    Agent Console displays the Task Reports page.
  3. in the Task Reports page, click New Report.

    Agent Console walks you through the three-step New Report wizard.
    If your contact center administrator has added custom fields to your Local CRM, the custom fields appear in the list of fields.

    Note: To edit an existing report, select the report from the drop-down list of Task Reports, and click Edit.

  4. In Step 1 of the New Report wizard:
    1. In the Report Title text entry area, type the name of the report.
    2. Select a vertical or horizontal layout.
    3. In the Fields to Include area, select the fields to be included in the report.
    4. Click Next.
      Agent Console displays the next step in the wizard.
  5. In Step 2 of the New Report wizard, for each customer field you chose in Step 1, create optional filtering statements.
    1. For each report field, choose a logical operator, then in the adjoining text entry area type (or if applicable, select) a filter.
    2. Click Next.
      Agent Console displays the next step in the wizard.
  6. In Step 3 of the New Report wizard, perform the following:
  7. Produce and save the report. Perform one of the following:

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