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Summary Report
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Summary Report
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The Summary report offers a quick overview of contact center operations. It displays data based on the filters you select, helping you understand the numbers and details about calls, contacts, campaigns, and more in an easy-to-understand format.
To create a report:
Click + Create Historical Report icon.
Select Summary report and click Create.
Select the appropriate Timezone from the dropdown list to generate the report for a specific timezone. The default timezone is set in the browser.
Note:
The Summary Report time zone options display only system-enabled time zones
Select the Report View from the dropdown list to group the records. Elements are displayed based on the selected report type.
Campaign
Global List ID
List
Campaign Group
Date
Agent
Select the Period from the dropdown list to view the report for a specific period. The default value is set to Today.
Today
Yesterday
This Week
Last Week
This Month
Last Month
Last N Days — If you select this option, enter the number of days for the report to view.
Custom Date Range — If you select this option, enter the date range period to view report for a defined period.
Note:
The maximum period allowed is 1865 days (5 Years) to maintain optimal performance and efficiency.
Apply Filter
Go to the Filter section to filter the data. You can select single or multiple fields in a filter.
On the Global List tab, select the appropriate global list IDs to filter the data based on them.
On the Campaign Group tab, select the appropriate campaign groups to filter the data based on them.
On the Campaign tab, select the appropriate campaigns to filter the data based on them.
On the List tab, select the appropriate list IDs to filter the data based on them. These are visible only for the selected campaigns.
On the Agent tab, select the appropriate agent to filter the data based on it.
Element
Go to the Elements section to generate the report based on the selected elements. You can select single or multiple elements.
On the Contact tab, select the relevant fields to generate the report. To know more about the fields, see Contact Fields.
On the Attempt tab, select the relevant fields to generate the report. To know more about the fields, see Attempt.
On the Computed tab, select the appropriate fields to generate the report. To know more about the fields, see Computed.
On the RPC / Consent / Manual tab, select the appropriate fields to generate the report. To know more about the fields, see RPC or Consent or Manual Field Details.
Select the Channel from the dropdown list to view elements based on the selected channel. The available options are:
Voice: Displays elements specific to voice interactions.
SMS: Shows elements related to SMS communication.
Email: Displays parameters specific to email interactions.
All: Allows you to view all elements regardless of the channel.
Save and View Report
Click View to display the report.
Click Export to export the report to an Excel file.
Click Save. You can also save the report from the filter page.
Enter the Name and Description of the report.
Click Save.
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