Mitel Version 5.7 SP1 Modifying standard Contact Center Management report templates

Using Flexible Reporting 397
• Summarized/Detailed Agent Event reports display ACD-based agent activity data. The data can
be grouped by login/logout pair or can be viewed as a trace of all login/logout pairs. For
example, Detailed Agent Event Data reports show the agent state activity for each login/logout
pair performed by the agent. Summarized Agent Event Data reports group the data and show
one line representing the agent’s total activity.
• Select the device(s) on which you want to report
• Select the statistics (column headers) that will be shown in the report
• Select the time frames over which you want to run the report
To create a new report
1. Click the Flexible Reporting button and select New to launch the Report Designer wizard.
2. Click Next.
3. Click Create a new report and follow the steps in the wizard.
At the end of the Report Designer wizard, the new report opens automatically on the Design tab.
4. Design the report.
See “Designing reports” on page399.
5. Click the Flexible Reporting button and select Save to save the report.
Modifying standard Contact Center Management report templates
Using the Report Designer wizard you can modify standard Contact Center Management voice report
templates. In the wizard, you can remove data (column headings) and add new data (additional devices and
column headings).
The Report Designer wizard guides you through the following steps:
• Select the report you want to modify from a list of standard Contact Center Management reports
• Select the time frames over which you want to be able to run the report
Choosing options on this page enables you to select time frames when submitting or previewing
reports. The start and end times enable you to run the report for a specific time frame for each day in
the report. For example, you can run the report for your hours of operation only, 8 A.M. to 6 P.M.
The days of the week time frame enables you to run the report for specific days. For example, every
Friday over the last two months.
Table 16-1 lists the standard Contact Center Management report templates.
Table 16-1: Standard Contact Center Management report templates
Agent report templates
• Agent by Make Busy Code
• Agent Group by Make Busy Code
• Agent Group Performance by Period
• Agent Performance by Account Code
• Agent Performance by Period
• Agent Shift by Period
DNIS report templates
• DNIS Group Performance by Period
• DNIS Performance by Period