Reporter 261
To generate a report
1. Click Reporter=>Voice=>Agent reports.
The Basic tab appears.
See Figure 8-2.
2. After Report type, select the Agent Group Performance by Period report.
3. After Agent group, click one or more agent group.
Hold down the <Shift> key or <Ctrl> key to select more than one agent group.
NOTE: If you want one report that spans two days (for example, from December 3 at 9 P.M. to
December 4 at 5 A.M.), then make the Start date and the End date the date the shift begins
(December 3). If you make the Start date the date the shift begins (December 3) and the End date the
date the shift ends (December 4), you will generate a report that spans three days (December 3 from
9 P.M. to December 5, 5 A.M.). The time span for each shift cannot exceed 24 hours.
4. After Start date and End date, specify the start and end dates for the report.
5. After Start hour and End hour, specify the start and end hours for the report.
6. After Interval, specify the time interval in which the statistics will appear in the report.
7. If your contact center does not operate 24 hour a day, after Report mode, click Default.
8. If you want to run a report over midnight, click Over midnight.
The Over midnight report mode is most appropriate for 24-hour contact centers.
9. After Days to include, select the days of the week to include in the report.
10. Click the Filter tab.
NOTE: The Filter tab is available for Forecast, Call Accounting, Lifecycle, Workforce Scheduling, and
Make Busy / DND Code reports only. For all other report types, skip to step 12.
11. Specify the filtering options to include in the report.
12. Click the Advanced tab.
13. If you want to create a separate report for each day in the date range you selected, select the Create
one report for each day in the selected date range check box.
14. After Report output language, select the language used in the report output.
15. After Render type, specify how you will view reports, either in Excel or PDF format.
This option is available for Call Accounting, Lifecycle, Workforce Scheduling, and Flexible Reporting
reports only.
16. If you want to email the report, select the Email to check box and specify to whom you will email the
report:
• A contact group, select the this contact group check box, and select a group
• One contact only, select the this contact check box, and select a contact
• A contact that is not listed, select the this email address check box, and type the email address
You add contacts and contact groups to the Email to list under My options=>My contacts.
17. If you want to print the report spreadsheet, select the Print the report check box.
18. If you want to print the report chart, select the Include charts when printing check box.
19. Click Submit.
The Report submitted screen appears.
20. Click View Report Inbox.
The Report Inbox window opens, listing all created reports.
21. Click View to open a report.
The report opens in Microsoft Excel.