How to Generate a Report?

Updated 1 year ago by Luk

To generate a report, please follow 3 steps as below:

  1. Access: On the portal, go to Home > Report.
  2. Select type of the report
    1. Report Type and Template: System has support 2 types of report with many templates for different purposes
      1. Dump
        1. Agents shows different Status changes agents make during the day or specific time period. Dump Reports are used to retrieve raw data and can be very big. Please note that there may be limitations to the size of the file that can be exported.
        2. Call Outgoing shows all Outgoing Call Transactions made by Agents during a specified time frame. Dump Reports are used to retrieve raw data and can be very big. Please note that there may be limitations to the size of the file that can be exported.
      2. Summarized
        1. Agents displays a summary of agent activity at 15 minute increments. This includes how much time the agent spends in different statuses, and total number of calls handled.
        2. Agents Cumulative displays a summary of all agents’ activity during a specified period of time. This includes how long the agent spends in different statuses, and total number of calls handled.
        3. Callbacks displays a summary of the number of accepted callback requests during a specified time period at 15 minute increments. It is generated for a specific queue and includes the total number of callback calls accepted and number of successful and unsuccessful calls.
        4. Callbacks Cumulative displays a summary of the number of accepted callback call requests during a specified time period. It provides the statistics for all queues including the total number of callback calls accepted and number of successful and unsuccessful calls.
        5. Inbound Calls displays a summary of the number of calls that entered the system during a specified time period at 15 minute increments. It is generated for a specific queue and includes the total number of calls, pickup and abandoned call rates, SLA rating, talk time, and number of Agents available during the time period.
        6. Inbound Calls Cumulative displays a summary of the number of calls that entered the system during a specified time period. It provides the statistics for all queues including the total number of calls, pickup and abandoned call rates, SLA rating, talk time, and number of Agents available during the time period.
        7. Outbound Calls displays a summary of the number of outgoing calls made during a specified time period at 15 minute increments. It is generated for a specific agent/extension and includes the total number of calls, and number of calls per status indicated.
        8. Outbound Calls Cumulative displays a summary of the number of outgoing calls made during a specified time period. It provides the statistics for all agents/extensions including the total number of outgoing calls, and number of calls per status indicated.
    2. Period of Report: Choose the period time which you want system generate a report.
  3. Review and Download CSV


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