260 Chapter 8 Reports
Setting up contacts and contact groups
Before you generate a report, if you want to email that report, you must set up
• My email contacts, which includes personal email addresses
• My email contact groups, which includes mailing lists comprised of global contacts and My email
contacts

Setting up email contacts for emailing reports

To set up groups for emailing reports
1. Click My options=>My contacts=>My email contacts.
The My email contacts window opens.
2. Click Add.
The Add contact window opens.
3. Type the first name, last name, and email address of the person to whom you will email reports.
4. Click Save.

Setting up email contact groups for emailing reports

If you intend to email the report to more than one recipient you must add the recipients to a mailing list and
then associate the recipients with a group.
To set up groups for emailing reports
1. Click My options=>My contacts=>My email contact groups.
The My email contacts window opens.
2. Click Add.
The Add contact window opens.
3. Type the name and description of the email group to which you will email reports.
4. Click Save.
The new email contact group opens on the My email contact groups window.
5. Across from the record of the contact group, click Members.
6. Under Available contacts, select the check boxes of the contacts you want to add to the group.
7. Click Add>>.
Generating on-demand reports
You can generate on-demand reports on licensed employees only. The number of employees you license in
YourSite Configuration must be consistent with your software license.

Generating reports

NOTE: The only ACD stream-based report that will work with the over-midnight setting enabled is the Agent
Shift by Period report.
The following steps detail how to generate a Voice Agent Group Performance by Period report.