266 Chapter 8 Reports
5. After Schedule will run, select the schedule frequency, for example, every day, every Wednesday, or
the start of month.
When you select the day, all of the reports associated with this schedule will be generated that day,
every week.
6. After at, click the time of day the schedule will be activated.
For example, if you select Wednesday at 7:00 A.M., all of the reports associated with this schedule
will be generated every Wednesday at 7:00 A.M.
NOTE: Reports are based on the data in the SQL database. We recommend you schedule your
reports for after the nightly maintenance routine runs, that is, after 2:00 A.M., to ensure the reports
are based on the entire day’s raw telephone system data.
7. After Reports time span, select a time span.
If you select Year to date, the report output includes all of the days from January 1 to the present
date. If you select From given start date to current date you will produce reports for your fiscal year.
8. Click the Distribution tab.
9. Select the check boxes of the schedules you want to email to employees.
10. Click Save.
11. Add reports.
See “Adding work schedules to Workforce Scheduling Schedules” on page267.
Adding reports to schedules
NOTE: Before you can add reports to a schedule, you must create and save the schedule.
Adding Contact Center Management reports to schedules
NOTE: Before you can add reports to schedules, you must create and save the schedules.
To add a report to a Contact Center Management report schedule
1. On the Manage schedule window, click Add report.
2. Select a report category, for example Queue reports.
3. After Report type, select a report to add to the schedule.
4. After Queue, select the queue(s) for which you will generate reports.
5. After Days to include, select the days of the week to include in the report (for example, if you select
a date range of September 1 to September 30, and select Wed and Friday as the days to include, you
will produce a report for the Wednesdays and Fridays that fall between September 1 and September
30).
6. After Start hour and End hour, select a start hour and end hour for the report.
7. If you are generating an event by period report, after Interval, select the time interval for reporting.
NOTE: If you want to generate a report that spans two days (for example, from December 3 at 9 P.M.
to December 4 at 5 A.M.), then select December 3 for the Start date and the End date. The time span
for each shift cannot exceed 24 hours.
8. After Report mode, select Default or Over midnight.
9. Click the Advanced tab.
10. After Report Output language, select a language.
11. Click Submit.
Adding agent and employee reports to Contact Center Management User report schedules
To add agent and employee reports to a Contact Center Management User reports schedule
1. On the Manage schedule window, click Add report.
2. Select a report category, for example agent reports.
3. Under Report type, select the report you want to add to the schedule.
4. After Start hour and End hour, select a start hour and end hour for the report.