So you want a report exported at the end of each month showing the activity and performance of the call centre or parts thereof. Creating a monthly schedule to run at the end of each month can be a bit tricky, should it run on the 31st or 30th of the month, but what about February and leap years. An easy solution is to go on the first of each month but use the relative date 'Last month' in your named reports.

 

 

 

The first thing we do is create the report, or reports, that we need to run each month. In the example above we've chosen one report, ACD skills service level, but any number can be created and added to the schedule. We selected all the skills we want to include in the report and selected 'Last month' in the relative date list, then added the report with the descriptive name 'skills service level last month'. Then we went to the schedule tab and added a new schedule, which we called 'Example 2' for obvious reasons. We selected the 'Monthly' frequency and set the start date as the first of the next month, in this case, 1st March, 2016. After selecting the schedule destination, export format and file name format, we selected the report we wanted to add into the schedule. In this screenshot you can see that, because we only wanted to include a single skill report, we hid other types of reports to reduce clutter. The named report we saved earlier, 'skills service level last month', is selected. Then we add the schedule and if everything is OK we see the information message box with the 'success' message.

 

Once active, on the 1st of each month, at 01:00 hours, the schedule will run and the named report will be generated and exported to the specified destination. The report will incude the service level data for the selected skills for the whole of the previous month, and it doesn't matter whether it was a 31, 30, 29 or 28 day month.