Historical Reports

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These reports utilize Historical Data starting from the previous day to offer insights into the performance of the Contact Center. They form an almost exhaustive set covering all facets of the contact center, including contacts, calls, Outcomes, agents, and more. The reports are populated based on the filter criteria selected by the user. These reports can either be viewed or saved in a comma-separated value (CSV) format.

Go to Reports > Historical Reports.

Reports Filter Criteria

The reports filter allows a user to have a look at a macro view of the contact center and drill down to the micro level of a contact, call, or an Agent.

Reports Time Zone Filter

You can generate Real-time Reports for specific time zones. Select the time zone from the TimeZone dropdown before selecting any other filtering criteria. The report for the current day of the selected time zone appears.

This is an optional configuration. The property IsTimeZoneRequiredForFilter must be set to true in the LCMService web.config configuration file to get reports by time zone.

Reports Other Filter Criteria

Filter criteria allow you to do the following:

Filter	Description
Global List	All global lists are displayed for selection. Both single and multiple selection allowed. To select all global lists, select the Select All checkbox.
Campaign Group	All campaign groups that contain contacts for the selected global lists are populated. Both single and multiple selection allowed. To select all campaign groups, select the Select All checkbox.
Campaign	All campaigns that contain contacts for the selected campaign groups are populated. Both single and multiple selection allowed. To select all campaigns, select the Select All checkbox.
Campaign	A single campaign selection allows filter to the next levels. If you select multiple campaigns, filtering to next level is disabled. View the reports at this level.
List	All the contact lists uploaded for this campaign are populated. Both single and multiple selection allowed. To select all lists, select the Select All checkbox.
	If you do not select any specific list(s), data for all the lists is populated in the report, including the Chaining list (List ID -1).
	If you select any specific list(s), data for the selected list(s) alone is populated. In such case, ensure you select the Include Chaining List checkbox if you want data pertaining to List ID -1 (chaining list) in your report.
	Lists are populated for the default date on the date panel, that is, current day. To select more lists, select dates from the Date panel and click OK. Select the required lists for the report, from those populated.
CSS Group	All Contact Selection Strategies (CSS) applicable for the selected lists are available for selection. Both single and multiple selection allowed. To select all CSS groups, select the Select All checkbox.
CSS Group Condition	The conditions for the above CSS Groups are populated and available for selection. Both single and multiple selection allowed. To select all CSS group conditions, select the Select All checkbox.

Select the applicable filter and click Show Records to populate the report with records up to that level of selection.

Historical Report Type

The following Historical reports are available:

Reports	Applicable Variants
Call Outcome	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Campaign Summary	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
DNC Blocked	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Contact Attempt	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Abandoned Percentage	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Agent Disposition (Campaign-wise)	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Category	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Category Target	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Contact Attempt Bucket	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Agent Attempt	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Agent Outcome	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Callback	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Global List Status	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Right Party Connect (RPC)	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Agent Login Logout	Amazon Connect
	Cisco CCE
	UJET
	Nice CXone
	Twilio Flex
Callback Trace	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Agent State	Amazon Connect
	UJET
	Twilio Flex
Email Outcome	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Agent Productivity	Amazon Connect
Agent Productivity	Twilio Flex
Compliance Detailed Report	Amazon Connect
	UJET
	Twilio Flex
Compliance Summary Report	Amazon Connect
	UJET
	Twilio Flex
Pass Dialing	Amazon Connect
	Cisco CCE
	Cisco CCX
	Genesys
	Five9 VCC
	UJET
	Nice CXone
	Twilio Flex
Control Operator - Contact Attempt	Genesys

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Table of contents

Reports Filter Criteria
Reports Time Zone Filter
Reports Other Filter Criteria
Historical Report Type