Company administrators and supervisors can create and download custom reports that display information for agent scripts, templates and after-call surveys. They can also configure existing reports to be generated automatically at scheduled intervals.
To manage contact reports, click Data > Contact Reports on the menu bar. A list of the contact reports that are currently defined is displayed.
Company administrators and supervisors must have the Reports: Modify privilege to manage contact reports.
Note: Reports are a licensable feature of the system.
Procedure
Step 1:
Head to the Contact Reports tab on the left of your screen.
Step 2:
Select a pre-existing report or click Add to create a new report.
Step 3:
Customise your report by giving it a name and description.
Step 4:
Select the type of report you are creating. You have 3 options:
Agent Scripts Report
Template Report
Survey Report
Step 5:
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 6:
In the Filters drop-downs you can select:
Surveys
Call Queue
Columns
Step 7:
Select Export or Add to add report to Contact Report list.
For more information on commonly used reports click here.
Parent topic: Data management
Related tasks
Generating and exporting a contact report
Scheduling contact report generation