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Loading or creating a report

Company administrators and supervisors can create and download custom reports that display key performance statistics for the system. This allows them to search and analyse statistics for items handled by the system at a later date.

Existing reports can also be loaded and edited as required, so you could, for example, generate the same report but with different dates, without having to input all the other settings again.

Existing reports can also be generated automatically at scheduled intervals.

Some commonly used reports include:

Company administrators and supervisors must have the Reports: Modify privilege to manage reports. If you only have the Reports Can Be Created privilege, you can generate reports, but cannot save or delete them.

Note: Reports are a licensable feature of the system.

To manage a report:

Company administrators and supervisors must have the Reports: Modify privilege to manage reports. If you only have the Reports Can Be Created privilege, you can generate reports, but cannot save or delete them.

Note: Reports are a licensable feature of the system.

Procedure #

Step 1:
Click Data > Reports on the menu bar.

Step 2:
In the Load/Create Report area, do one of the following:

  • To load an existing report, select the report from the Saved Reports dropdown list then click Load. The current settings for the report are displayed in the Report Tool area, which you can modify as required.
  • To create a new report, click New.

Step 3:
In the Report Tool area, select the Report Type from the dropdown list. This determines the type of data for which you want to include statistics in the report. You can select one of the following: 

  • Call Data Reports
  • Status Data Reports
  • Diagnostic Reports 
  • Email Data Reports
  • Webchat Data Reports
  • Outbound SMS Data Reports
  • Safe-Pay Data Reports

Step 4:
Select the Report Subtype from the dropdown list. This refines the data statistics to be included in the report. The choices available depend on the Report Type selected.

For Call Data Reports, you can select:

For Status Data Reports, you can select:

For Diagnostic Reports, you can select:

For Email Data Reports, you can select:

For Webchat Data Reports, you can select:

For Outbound SMS Data Reports, you can select:

For Safe-Pay Data Reports, you can select:

Step 5:
Depending on the Report Subtype you selected, you can further refine the data statistics to be included in the report by selecting specific items:

Report subtypeItem filter
Service Number Report, IVR Report, Voicemail Report, Callers Report, Call Flow Report, Calls Report, Unreturned Missed Calls ReportService Numbers
Queue Report, Call Transfers Report, Queue Transfers Report, Email Queue Report, Webchat Queue Report, Work Item Queue ReportQueue
Agent Report, Working Hours Report, Break Reasons Report, Status Change Report, Email Agent Report, Webchat Agent Report, Work Item Agent ReportAgent, Group
Outbound Email Agent Report, SMS Agent Report, Safe-Pay Agent ReportAgent
External Destination ReportExternal Destination
Email Flow ReportEmail Server
Webchat Flow ReportWebchat Service
Unreturned Missed Calls ReportMinimum Queue Wait Time
Activity Audit Report, Call Classification Report, Email Classification Report, Inbound Email Report, Outbound Email Recipient Report, Outbound Email Template Report, Scheduled Calls Report, SMS Recipient Report, SMS Template Report, Safe-Pay Payments ReportN/A
Dropped Calls ReportView By – Overview/Dropped Pre Queuing/Dropped While Queuing

Step 6:
For Columns, select the specific columns to display in the report from the dropdown list.

Step 7:
For Aggregations, select the grouping for which statistics are collected and combined in the report. This depends on the Report Subtype you selected:

Report subtypeAggregations
Service Number Report, Queue Report, Agent Report, IVR Report, External Destination ReportBy Service Number/By Queue/By Queue Per Service Number/By Agent/By Menu/By External Destination
By Month
By Week
By Day
By Hour
By Half Hour
By Quarter Hour
Call Classification ReportBy Call Classification
Call Transfers ReportBy Queue
By Service Number
By Destination Number
By Month
By Week
By Day
By Hour
By Half Hour
By Quarter Hour
Queue Transfers ReportBy Queue
By Month
By Week
By Day
By Hour
By Half Hour
By Quarter Hour
Voicemail ReportBy Service Number
Callers ReportBy Service Number
By Month
By Week
By Day
By Hour
By Half Hour
By Quarter Hour
Call Flow Report, Email Flow Report, Webchat Flow ReportBy Node
Calls Report, Scheduled Calls ReportBy Call
Working Hours Report, Break Reasons ReportBy Agent
By Month
Status Change ReportBy Status
Email Agent Report, Webchat Agent Report, Work Item Agent Report, SMS Agent Report, Safe-Pay Agent ReportBy Agent
By Month
By Week
By Day
By Hour
Email Queue Report, Webchat Queue ReportBy Email Queue/By Webchat Queue
By Email Queue Per Email Server/By Webchat Queue Per Webchat Server
By Month
By Week
By Day
By Hour
Work Item Queue ReportBy Work Item Queue
By Month
By Week
By Day
By Hour
Email Classification ReportBy Email Classification
Unreturned Missed Calls ReportBy Unreturned Missed Call
Inbound Email ReportBy Email
Activity Audit ReportBy Activity
SMS Recipient ReportBy SMS
SMS Template ReportBy SMS Template
Outbound Email Template ReportBy Email Template
Dropped Calls ReportOverall – only when View By: Overview is selected
By Month – only when View By: Overview is selected
By Week – only when View By: Overview is selected
By Day – only when View By: Overview is selected
By Hour – only when View By: Overview is selected
By Half Hour – only when View By: Overview is selected
By Quarter Hour – only when View By: Overview is selected
By Service Number – only when View By: Dropped Pre Queuing is selected
By Queue – only when View By: Dropped While Queuing is selected
Safe-Pay Payments ReportBy Payment Links
By Month
By Week
By Day
By Hour
By Half Hour
By Quarter Hour

Note: If you select By Hour as the aggregation and the report spans multiple days, you can also specify whether the report shows hourly statistics for each day separately or whether the results for all of the days are combined into a single 24-hour view. To enable the cumulative view, tick the Group By Hour checkbox.

Note: For aggregation by hour, the maximum date range for which statistics are reported is seven days.

Step 8:
Depending on the Report Subtype you selected, you can specify further Advanced parameters to narrow down the report statistics. For example, for Service Number Report, you can specify a Minimum Call Length (Seconds) and a Service Level Target (Seconds).

Note: Not all Report Subtypes have Advanced parameters for configuration.

Step 9:
Depending on the Report Subtype you selected, you can specify further Filters to refine the report statistics. For example, for Agent Report, you can specify a Call Type and/or a Queue.

Note: Not all Report Subtypes have Filters for configuration

Step 10:
Select the date range for which statistics are reported. Do one of the following:

To select a day, do one of the following:

  • Click on the date on the calendar
  • Enter the date in the Start and End fields. Enter the date in DD/MM/YY or DD/MM/YYYY format
  • Click on either the Today or Yesterday button

The date is highlighted on the calendar.

To select a week do one of the following:

  • Click on the week number (at the start of each row) on the calendar
  • Use the calendar to select the start date and end date of the week
  • Enter the week’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
  • Click on either the This Week or Last Week button.

The week is highlighted on the calendar.

To select a month, do one of the following:

  • Click on the title bar for that month on the calendar
  • Enter the month’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
  • Use the calendar to select the start date and end date of the month
  • Click on either the This Month or Last Month button.

The month is highlighted on the calendar.

To select a quarter (three months), do one of the following:

  • Use the calendar to select the start date and end date of the quarter
  • Enter the quarter’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
  • Click on either the This Quarter or Last Quarter button.

The quarter is highlighted on the calendar.

Note: If you select the time range by clicking one of the buttons, such as the This Week button, the dates included in the time range are relative to the current date, as indicated by the message: Selection is: Relative. However, if you select the time range manually, either by using the calendar or by entering dates in the Start and End fields, the dates included in the time range are absolute values (that is, not relative to the current date), as indicated by the message: Selection is: Absolute.

Note: To clear a selected time range, click Clear Selection.

Step 11:
Enter the time range for which statistics are reported in the Start and End fields. Enter the time in HH:MM format.

Note: For inclusion in reports, the Start time of a call is logged as the time when the caller makes the call (the time when the caller connects to the service number), not the time when the agent answers the call. For example, the Start time is set to 09:00. If a caller dialled the service number at 08:50 (which would be logged as the start time) and the agent answered the call at 09:15, the call would not be included in the report, as the start time was earlier than 09:00. Only calls that were made at 09:00 onwards would be counted.

Step 12:
For Day and Time Filter:

  • Tick the checkboxes to specify the days of the week for which statistics are reported.
  • Enter the time range for which statistics are reported in the Start Time and End Time fields. Enter the time in HH:MM format.

The Day and Time Filter allows you to refine a weekly report such that only statistics between these hours for specific days are reported. For example, you might only want to see the statistics for the spike in calls that happens between 9am and 10am on Mondays and Fridays.

Note: For inclusion in reports, the Start time of a call is logged as the time when the caller makes the call (the time when the caller connects to the service number), not the time when the agent answers the call. For example, the Start time is set to 09:00. If a caller dialled the service number at 08:50 (which would be logged as the start time) and the agent answered the call at 09:15, the call would not be included in the report, as the start time was earlier than 09:00. Only calls that were made at 09:00 onwards would be counted.

Step 13:
Click Preview Report.
The report is generated and displayed.

Up to 500 rows are listed (as a preview).

Note:  If the full report contains more than 500 rows, you can download the report to view all of the data, (see next step).

Step 14:
To download the report as a Comma Separated Value (CSV) file, do one of the following:

  • To download a report of 500 rows or less, click Download All Rows
  • To download specific rows of statistics only, highlight the appropriate row(s) then click Download Selected Rows
  • To download the full report, click Download Report.

Note: This button is only available for the following reports:

  • Calls
  • Scheduled Calls
  • Unreturned Missed Calls
  • Dropped Calls: View By: Dropped Pre Queuing and View By: Dropped While Queuing
  • Status Change
  • Activity Audit
  • Inbound Email
  • Outbound Email Recipient

Step 15:
To save the report, click Save. Enter a name and description for the report then save it.

Related concepts
Wallboards overview

Related tasks
Scheduling report generation
Searching a dropdown list of items
Managing columns

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