The Reports tab gives you the tools to explore the historical performance of your Call Center in great detail. There are 31 different standard reports, grouped into Skill, Agent, Wrap-up Code, Break Time Code, and Customer reports. Named reports will also be shown if you have created any, always at the head of the list of available reports.
When you first open the Supervisor app, there will be nothing displayed on the Reports tab because you have yet to choose a report. The first thing to do is click the 'Report options' slide out icon at the top left hand of the tab. Jump straight to Report Options for more details of how to enter different options and generate a report.
Report Title
The report title will include information about the selection parameters used to generate the report. It will include a unique title that identifies the type of report i.e. ACD Skills or...
ACD Agents.
It will include the start and end date for the report, as well as the start and end times. It willl also include all the items you selected to report on, whether ACD Skill, ACD Agent, or whatever
This will open out the Report Options panel, sliding out from the left side of the window.
In the Report Options panel you are able to enter the parameters for the report you want. See Report Options for more details of how to enter the different options.
The report, once generated, will appear in the area in a grid format.
Depending on the report type you select, and the width of your browser window, it's likely that some columns of the report grid will overflow the available space. In which case you can scroll across the grid to see the hidden columns.
Most reports have 'fixed' columns on the left hand side, meaning you never scroll these off the screen, they remain visisble. Usually the grouping columns are fixed so you alway sknow what the data you are looking at refers to.
In the example above, the four group by columns, Skill Name, Year, Month, and Day remain fixed while the rest of the grid scrolls.
Sometimes you may want to see data in a different order to that presented. In which case you can drag and drop columns around the grid to suit. Simply hold the mouse button down while hovering over a column to drag and then unclick to drop it where you want it.
These drag and drop changes are not permanent. If you generate the report again they will be lost, and they are not included when exporting or printing the report.
This icon allows you to export the report you have generated to XSLX format for use in Excel or other spreadsheet packages. See Exporting reports for details of how to export the reports.
