Avaya NN44400-710 manual Prerequisites

Historical Reporting

By default, if you do not define the selection criteria, the system applies partition rules to generate the report. However, if you select a filter element, you see only that element in the report. You can select a maximum of 300 elements from the available list to run the report. For example, you choose a skillset report and see a list of 20 skillsets in the Available filter elements box. If you select no skillsets, you see all 20 skillsets in the report, whereas if you select 3 skillsets, you see only three skillsets in the report. For two table reports, for example, Skillset By Agent Performance report, you can select 300 agents and 300 skillsets to run the Skillset by Agent Performance report.

The filter elements available depend on the type of statistics included in the report. If you select multiple filter elements, only those that satisfy all filter criteria appear in the report. For example, if you choose to report on five agents and three activity codes, if one agent uses no activity code, the agent does not appear in the report.

Prerequisites

•Log on to Historical Reporting. See Logging on to Historical Reporting (page 74).

Procedure steps

Step Action

1In the left pane, click the server that contains the report to define.

2Expand the folder that contains the report template to use.

3Click the folder containing the type of report to change.

4Select the report to use.

5In the right pane, click the Selection Criteria heading.

6In the Selection Criteria area, enter information in the following boxes:

•Available heading: Click this heading to view the available filter elements for this report. A table appears, listing the available elements. If multiple filters exist for this report, more than one Available table appears. Select the check box for each filter element to apply to the report, and then click Update Selection Criteria. The selected filter elements appear in the Selected table.

•Selected heading: Click this heading to view the filter elements selected for the report. A table appears, listing the selected elements. To remove selected filter elements, clear the check box for each filter element, and then click Update Selection Criteria. The element appears in the Available table.

•Filters heading: This heading is visible only if you connect to the NCC server and work with a network-consolidated report. Click this heading to view the available filters for this report. A table appears with a list of the available filters. To add a filter to this report, select the check box beside the filter name, and then click Update Selection Criteria. The selected filters appear in the Selected table.

7Click Run Now to generate the report.

8To save your changes, click Report Details, in the Save As box, type a name, choose a save location, and then click Save Report.

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76 NN44400-710 Contact Center Performance Management 12 November 2010