Company administrators and supervisors can create and download custom reports that display information input for agent scripts and response templates. This allows them to search and analyse data for calls handled by the system at a later date.
Existing contact reports can also be loaded and edited as required, so you could, for example, generate the same report but with different dates, without having to input all the other settings again.
To manage a contact report:
Procedure #
Step 1:
Click Data > Contact Reports on the menu bar.
A list of existing contact reports is displayed.
Step 2:
Do one of the following:
- To load an existing report, select the report from the dropdown list. The current settings for the report are displayed in the Generate Report area, which you can modify as required.
- To create a new report, click Add, and enter a Name (mandatory) and Description.
Step 3:
Select the type of contact report from the Report Type dropdown list. This determines the type of data for which you want to include statistics in the contact report. You can select one of the following: Agent Scripts Report, Template Report or Survey Report.
Step 4:
Select the date range for which information is reported. Do one of the following:
a. To select a day, do one of the following:
- Click on the date on the calendar
- Enter the date in the Start and End fields. Enter the date in DD/MM/YY or DD/MM/YYYY format
- Click on either the Today or Yesterday button.
The date is highlighted on the calendar.
b. To select a week do one of the following:
- Click on the week number (at the start of each row) on the calendar
- Use the calendar to select the start date and end date of the week
- Enter the week’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Click on either the This Week or Last Week button.
The week is highlighted on the calendar.
c. To select a month, do one of the following:
- Click on the title bar for that month on the calendar
- Enter the month’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Use the calendar to select the start date and end date of the month
- Click on either the This Month or Last Month button.
The month is highlighted on the calendar.
d. To select a quarter (three months), do one of the following:
- Use the calendar to select the start date and end date of the quarter
- Enter the quarter’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Click on either the This Quarter or Last Quarter button.
The quarter is highlighted on the calendar.
Note: If you select the time range by clicking one of the buttons, such as the This Week button, the dates included in the time range are relative to the current date, as indicated by the message: Selection is: Relative. However, if you select the time range manually, either by using the calendar or by entering dates in the Start and End fields, the dates included in the time range are absolute values (that is, not relative to the current date), as indicated by the message: Selection is: Absolute.
Note: To clear a selected time range, click Clear Selection.
Step 5:
Depending on the Report Type you selected, you can further refine the data statistics to be included in the contact report by selecting specific item filters:
| Report type | Filter |
| Agent Scripts Report | Agent Script (Web chats only) Chat Queue (Voice calls only) Service Number, Call Queue |
| Template Report | Type, Template, Call Queue |
| Survey Report | Survey, Call Queue |
Step 6:
For Columns, select the specific columns to display in the contact report from the dropdown list.
Step 7:
To generate the contact report and export it as a CSV file, click Export.
Step 8:
(Survey reports only.) To generate the survey report and export it as a PDF file, click Export PDF.
Related concepts
Agent scripts data
Template data
Survey data
Related tasks
Scheduling contact report generation
Searching a dropdown list of items
Managing columns
Related reference
Contact Reports page (Generate Report tab)