Example 1

 

You set up a schedule to decide when reports are generated, but it's the report options themselves which dictate whether there is any data found when the report is actually generated.

 

For instance, suppose you need a report each morning when you come in which gives you a break down of yesterday's activity. You could set up a schedule to run each night at 22:00, after the callcentre has closed and when no more calls are likely, and include a named report with a relative date of 'Today'. Every night at 22:00 the schedule will run and the report will be generated for all activity 'Today'. On those days with any activity the export file you need will be created.

 

   

 

The thing about using 'Today' as a relative date is that there is always the chance of missing some data because only activity up to the time you generate the report will be included, anything that happens after you have generated the report is missed. In the example above any calls after 22:00 on the current day will be excluded. You can avoid this by using the relative date 'Yesterday' in the named report instead of 'Today'. 'Yesterday' is complete in that it doesn't change no matter what time of day you generate the report, all calls for 'Yesterday' are always known when a report is generated.

 

 

 

In this example we've created another named report, exactly the same as the first except that the relative date has been set to 'Yesterday' (obviously we could have just changed the parameter of the first named report if we wanted). We have also changed the schedule run time to 07:00,  but we turned off Monday and Sunday, so the schedule only runs Tuesday to Saturday, and we selected the new breakdown named report instead of the old one. So now, the schedule runs at 07:00 each morning, Tuesday to Saturday, and the report is generated for all activity 'Yesterday', the difference being that ALL activity for 'Yesterday' is included, including calls after 22:00. Also, we turn Monday off because on mondays 'Yesterday' means Sunday, when there are no calls to the call centre, and we turn off Sunday for the same reason, 'Yesterday' means Saturday when there are no calls. You could just as easily turn them on if you wanted to see if there was any randon traffic at the weekend.

 

This same effect can be seen when you choose relative dates 'This week' and 'Last week'. 

 

 

 

We create a named skills analysis report with a relative date of 'This week' and as well as selecting this new report in the schedule, we changed the schedule frequency to Weekly, the Start schedule date to the upcoming Friday date, and the at time to 21:00. Now our named analysis report is generated on each Friday night at 21:00 hours. Because we have used the relative date 'This week' in the named report, all calls to the call centre upto 21:00 on Friday night are included in the exported data, but any calls after that time are missing.

 

An alternative schedule could be setup as follows.

 

 

 

Here the named skills analysis report has a relative date of 'Last week'. As well as selecting the new named report, we leave the schedule frequency at Weekly as before, but we set the Start schedule date to the date of next Monday date and the at time to 06:00. Now our named report is generated each Monday morning at 06:00 hours. Because we are now using the relative date 'This week' in the named report, all calls to the call centre for the previous week, Sunday to Saturday, are included in the report, no calls are missed.