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Historical Reports
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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.
To access the reports, go to Reports > Historical Reports. The Reports displays the following fields:
Name: Displays the name of the report.
Type: Specifies the type of report.
Description: Provides a brief explanation of the report's purpose.
Schedule: Allows you to enable or disable the scheduling of the report.
Schedule Time: Sets the specific time for the report to be scheduled.
Schedule Frequency: Defines how often the report will be scheduled, such as daily.
History: Displays details about the report's history.
Action: Offers the following options for managing the report:
Filter: Filters the report data based on specified criteria.
Export: Processes the report data and makes it available for download under the Export option.
Schedule: Allows you to set up or modify the scheduling of the report.
Copy: Creates a duplicate of the report.
Share: Share the report with other users.
Delete: Deletes the report.
Export Option: The Export button provides information about the status of the export operation and includes the following details:
Requested Time: The time when the report request was initiated.
Template Name: The name of the template used to generate the report.
Type: Identifies the type of report being generated.
Status: Indicates the current state of the export operation, such as In Progress, Completed, or Failed.
Completed Time: Displays the time when the report generation process was completed.
Action: Use this option to download the generated report. The Report is generated in CSV format.
Schedule a Report
You have the option to schedule reports for automatic delivery to colleagues and other users on a daily, weekly, monthly, or yearly basis. Once you set up the Report Scheduler, designated reports are sent to recipients as email attachments in XLS format according to the selected schedule.
Select a Report and go to Action menu.
Select Schedule.
In the Schedule Report pop-up, select the Frequency from Monthly, Weekly, and Daily.
Enter the Report Time when report needs to be sent.
Enter the recipients' addresses to whom the report should be sent. You can add multiple email addresses separating them with commas (,).
Note:
The report is sent at the configured time on the last day of each month.
Report is password protected to ensure security and prevent unauthorized access.
The report is zipped and delivered via email.
Enter the Password and Confirm Password in the respective fields to secure the report and prevent unauthorized access. The same password is required to open and view the report.
Click Save.
Turn the Schedule switch on to send the report at the set time.
Copy a Report
To copy a report:
Select a report. Go to the Action menu and click Copy.
In the Copy Report Template pop-up, enter the New Template Name and Description of the report.
Share a Report
To share a report with other users:
Select a report. Go to the Action menu and click Share.
On the Share Report Template, the Template Name and Report Type are displayed as read-only fields that the user cannot edit.
Select the User from the dropdown list.
Note:
A maximum of five (5) users can be selected at a time to share the report. If a user already has a report with the same name, that user will not appear in the Users dropdown.
The User dropdown shows only users who have report view access.
Click Share to complete the process. After sharing the report, it appears on the shared user’s Historical Home page.
Note:
The report template is duplicated for all selected users, and shared users can make changes to their copies without affecting the original version. Report filters display based on each user's access rights.
Delete a Report
Select a Report. Go to Action menu and select Delete.
On the Delete Report Template pop-up, click Ok to delete the report.
Points To Note
Agent Productivity report and Call Details reports
Preview duration: Agent Details shows all preview durations for repeated skips of the same call. Call Details shows only the last occurrence.
Call duration: Call Details shows the total call duration, including time after transfer. Agent Details shows only the time handled by that agent.
Talk duration: In a conference, if Agent 1 talks for 5 minutes before adding Agent 2, Agent Details may show Agent 1 = 10 minutes and Agent 2 = 5 minutes. Call Details shows 10 minutes for the call.
Small difference of a few seconds can occur because durations are stored in milliseconds and converted to seconds.
Agent Productivity report
Agent states such as Queue Transfer and Agent Transfer are not always grouped uniformly under Agent Transfer (Transfer).
Agent State and Detailed Historical reports
These reports can vary slightly because durations are calculated in milliseconds and converted to seconds by a standard method.
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