Company administrators and supervisors can create and download custom reports that display key performance statistics for the system. This allows them to search and analyse statistics for calls handled by the system at a later date.
Existing 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.
Click play to watch a video overview on managing reports.
To manage a report:
Procedure #
Step 1:
Click Data > Reports on the menu bar.
Step 2:
In the Load/Create Report area, do one of the following:
- To load an existing report, select the report from the Saved Reports dropdown list then click Load. The current settings for the report are displayed in the Report Tool area, which you can modify as required.
- To create a new report, click New.
Step 3:
In the Report Tool area, select the Report Type from the dropdown list. This determines the type of data for which you want to include statistics in the report. You can select one of the following: Call Data Reports, Status Data Reports, Diagnostic Reports, Email Data Reports or Webchat Data Reports.
Step 4:
Select the Report Subtype from the dropdown list. This refines the data statistics to be included in the report. The choices available depend on the Report Type selected.
- For Call Data Reports, you can select Service Number Report, Queue Report, Agent Report, IVR Report, Call Classification Report, Call Transfers Report, Queue Transfers Report, Voicemail Report, Callers Report, Call Flow Report, Calls Report, External Destination Report or Scheduled Calls Report.
- For Status Data Reports, you can select Working Hours Report or Break Reasons Report.
- For Diagnostic Reports, you can select Status Change Report.
- For Email Data Reports, you can select Email Agent Report, Email Flow Report or Email Queue Report.
- For Webchat Data Reports, you can select Webchat Agent Report, Webchat Flow Report or Webchat Queue Report.
Step 5:
Depending on the Report Subtype you selected, you can further refine the data statistics to be included in the report by selecting specific items:
| Report subtype | Item filter |
| Service Number Report, IVR Report, Voicemail Report, Callers Report, Call Flow Report, Calls Report | Service Numbers |
| Queue Report, Call Transfers Report, Queue Transfers Report, Email Queue Report, Webchat Queue Report | Queue |
| Email Queue Report | Email Queue |
| Webchat Queue Report | Webchat Queue |
| Agent Report, Working Hours Report, Break Reasons Report, Status Change Report, Email Agent Report, Webchat Agent Report | Agent, Group |
| External Destination Report | External Destination |
| Email Flow Report | Email Server |
| Webchat Flow Report | Webchat Service |
| Call Classification Report, Scheduled Calls Report | N/A |
Step 6:
For Columns, select the specific columns to display in the report from the dropdown list.
Step 7:
For Aggregations, select the grouping for which statistics are collected and combined in the report. This depends on the Report Subtype you selected:
| Report subtype | Aggregations |
| Service Number Report, IVR Report, Voicemail Report, Callers Report, Call Flow Report, Calls Service Number Report, Queue Report, Agent Report, IVR Report, External Destination Report | By Service Number/By Queue/By Agent/By Menu/By External Destination By Month By Week By Day By Hour By Half Hour By Quarter Hour |
| Call Classification Report | By Call Classification |
| Call Transfers Report | By Queue By Service Number By Destination Number By Month By Week By Day By Hour By Half Hour By Quarter Hour |
| Queue Transfers Report | By Queue By Month By Week By Day By Hour By Half Hour By Quarter Hour |
| Voicemail Report | By Service Number |
| Callers Report | By Service Number By Month By Week By Day By Hour By Half Hour By Quarter Hour |
| Call Flow Report, Email Flow Report, Webchat Flow Report | By Node |
| Calls Report, Scheduled Calls Report | By Call |
| Working Hours Report, Break Reasons Report | By Agent By Month |
| Status Change Report | By Status |
| Email Agent Report, Webchat Agent Report | By Agent By Month By Week By Day By Hour |
| Email Queue Report, Webchat Queue Report | By Email Queue/By Webchat Queue By Email Queue Per Email Server/By Webchat Queue Per Webchat Server By Month By Week By Day By Hour |
Note: If you select By Hour as the aggregation and the report spans multiple days, you can also specify whether the report shows hourly statistics for each day separately or whether the results for all of the days are combined into a single 24-hour view. To enable the cumulative view, tick the Group By Hour checkbox.
Note: For aggregation by hour, the maximum date range for which statistics are reported is seven days.
Step 8:
Depending on the Report Subtype you selected, you can specify further Advanced parameters to narrow down the report statistics. For example, for Service Number Report, you can specify a Minimum Call Length (Seconds) and a Service Level Target (Seconds).
Note: Not all Report Subtypes have Advanced parameters for configuration.
Step 9:
Depending on the Report Subtype you selected, you can specify further Filters to refine the report statistics. For example, for Agent Report, you can specify a Call Type and/or a Queue.
Note: Not all Report Subtypes have Filters for configuration.10. Select the date range for which statistics are reported. Do one of the following:
Step 10:
Select the date range for which statistics are reported. Do one of the following:
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.
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.
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.
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 11:
For Day and Time Filter:
- Tick the checkboxes to specify the days of the week for which statistics are reported.
- Enter the time range for which statistics are reported in the Start Time and End Time fields. Enter the time in HH:MM format.
Step 12:
Click Generate Report.
The report is generated (as a CSV file) and displayed.
Step 13:
To save the report, click Save. Enter a name and description for the report then save it.
Step 14:
To export the search results as a Comma Separated Value (CSV) file, do one of the following:
- To export the entire report, click All Rows
- To export specific rows of statistics only, highlight the appropriate row(s) and click Selection.
Related concepts
Statistics and reports overview
Related tasks
Scheduling report generation
Searching a dropdown list of items
Managing columns
Related reference
Report page