Avaya NN44400-710 manual Creating a sample Agent by Skillset Performance report

Report Creation Wizard

14Click Next.

15In the Summaries window, from the Fields list, select a field.

16From the Summation Type list, select a summation type.

As you select the fields in the Fields list, the Summation Type list dynamically updates to show the types available for the selected field.

17From the Groups list, select the check box for each report section in which the summary appears on the report.

18Click Add.

The summary appears in the Summary Data list.

19Click Next.

20In the Report Layout window, view or modify the report.

21On the toolbar, click the Save Report icon.

22In the Save RCW Report dialog box, choose a folder in which to save the report.

23In the Report Name box, enter a name for the report.

24Click Save. You can save the report after you select at least one field.

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Example of creating a sample simplified Agent by Skillset Performance report

You can create various report types, such as an Agent by Skillset Performance report.

Creating a sample Agent by Skillset Performance report

Step Action

1In the Report Type window, select the Create Simplified Report (via Report Definitions) option.

2Click Next.

3In the Data Source window, under the Report Definitions folder, expand the CS1000 folder, and then expand the Agent Performance folder.

4In the Agent Performance folder, select the Agent By Skillset Performance Stats report definition.

5Click Next.

6In the Field Selection window, from the Fields list, expand the iAgentBySkillsetStat heading.

7From the iAgentBySkilsetStat list, double-click the following fields in the order listed:

•Skillset

•Timestamp

•Time

•AgentLogin

8From the Fields list, expand the iAgentBySkillsetStat Formulas heading.

128 NN44400-710 Contact Center Performance Management 12 November 2010