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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.
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.
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.
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