Report Options

 

This is the 'close' icon for the Report tab options slide out panel. It's slightly different from the configuration option panels close icon, the 'X',  because this panel never really closes as such, instead it really just slides out of the way, to the left of the browser window, hence the '<'. This means the panel slides in and out much more quickly than the configuration panels and is easy to use when it's accessed frequently.

 

 

 

Used the drop down list to select the type of report you want to generate.

 

 

 

in all there are 31 different reports, in 6 different catergories, listed in full here

 

 

 

 

 

 

Named reports are used mainly for automatically exporting reports to a required format. See Named reports for details of how to create a named report, and see Schedules Tab for information of how to export a named report automatically.

 

 

 

Depending on which report type you select, this box will hold a list of all items for that type. Here the user has selected an ACD Skill report so we see listed  all the ACD Skills that the user has permission to view, but if the user had selected a wrap-up Code report then the list would include all the wrap-up Codes in the Call Center,

 

 

 

Any item selected will be included in the data for the report, and unchecked items will be excluded.  IMPORTANT: If no items are selected, when the report is generated ALL items will be included in the report.

 

 

 

When entering dates for reports, charts, and the overview, it's possible to select what are known as relative dates.

 

 

 

 

 

Although relative dates are flexible and remain relevant over time, there may be a case where you need to enter a specific range of dates. You can type a date directly into the date field, or click on the date field and a calendar control will drop down below the field. Use the mouse to select a date, scrolling between months via the <> arrow icons at the top of the control,

 

 

or click the May 2015 field to bring up a different control that allows you to quickly scroll between months and years.

 

 

 

 

To exclude calls that occur outside of the normal working hours of the Call Center, which may otherwise affect performance measures, add a start and end time to the report options. All data outside these times is ignored.

 

 

You can't type directly into the start and end time fields, instead use the drop down time selector to change the times.

 

 

 

This is an option field for ACD Skills Calls Waiting report, when you select this report the field is enabled, otherwise it remains disabled. The period selected is used to group calls by the waiting time before they are answered, abandoned or overflowed.  The report will create 6 separate bands using the number you enter here and group calls into these bands, using the calls time to answer and time to abandon to select which band to include it in.

 

 

You can enter a number directly into the field or click the + and - buttons to increment or decrement the number with the mouse.

 

 

 

You can exclude any calls received on particular days of the week from your report if you wish.

 

This may be useful if, for instance, you want to exclude unanswered calls to you Call Center at the weekend when nobody was present.

 

From the drop down list, select those days you want to include in the report. No calls received at the Call Center on any unchecked day will be included in the report, even if those calls handled by logged on ACD Agents.

 

 

You may wish to track particular trends in your Call Center, such as whether there are more calls on a Monday than usual or whether calls on Friday take longer to handle than calls during the week. In which case, check no other day except 'Monday' and only calls received by the Call Center on any Monday in the date range will be included in the report.

 

 

The list will tell you how many days have been selected.

 

 

Only if at least one day is checked will any unchecked days be excluded.  By default no days at all will be checked in the drop down list.

 

 

If all days are unchecked then instead of all days being excluded, which may be what you would expect but which would also result in no data being collected for the report, all days are automatically included in the report.

 

Unchecking all days will improve the time it takes to process the SQL query that collects the report data, so we've made this the default.

 

 

 

Some reports, like the 'at a Glance' reports, do not have any group by options. They are summary reports which have a single line for each item and perhaps Grand Totals if you've set that option in the Configure Report Options.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Click the button to generate the report you have selected with all the options you have entered.