Supervisors can customize report data by including or excluding information on deleted agents or queues. Based on your supervisor privileges, you can control the report data by individually selecting agents or queues. Supervisors have improved visibility and increased flexibility in customizing the report data. If you have sufficient privileges to see all deleted agents, groups, and queues in the or Selection list in the Reporting screen, you may include or exclude data about deleted agents and/or queues. Selection
The following table summarizes supervisors' improved access to historical data based on their privileges:
|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. has Restricted Access||Access to Historical Data|
To include deleted agent and queue information in the reports:
For details on generating historical reports, refer to Generate Historical Reports.
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