Reports are a powerful tool for analyzing call traffic and the status of users and agents. They provide an easy-to-use and customizable interface to access all the information stored by the system.

Reports

Historical Reports are a key tool for analyzing call traffic and user/agent status. Through a range of templates, Reports make available all the information stored by the system in an easy-to-use and customizable interface.

Accessing Reports

The Reports area provides access to view, modify, delete, or create new reports on the system.

Depending on your license, you can access the following report types:

• Call List Reports: These provide segmented or non-segmented call data, including abandoned and unreturned abandoned calls.
• Summarized Reports: These reports group data by Device, User, Agent, Queue/Group, Trunk, DID, or Start Time.

For more details on available report types, refer to the Report Templates section.

Finding Reports

The reports grid displays all reports that exist within your active workspace.

If there are a large number of reports in the grid, the search utility can be used to quickly filter the reports displayed.

Tip: Remember to add commonly used reports to Favorites by clicking on the star icon.

Viewing Reports

This section covers everything from initiating a report to navigating and customizing its output in the report viewer.

Running a Report

To generate a report, simply click the 'Run' link. The processing time will vary based on the chosen date range and the volume of data involved.

The status cell will keep you updated on the report's progress:

• Submitting Request: The report is awaiting processing by the report generator.
• Queued: The report is in the queue and is currently being processed.
• Report Completed: The report has successfully finished processing and is ready for viewing.

Once the status indicates 'Report completed', click the 'view' link to open the report viewer and see your data.

Table of content

Report Interface

The report view displays a completed report in a grid format.

All fields configured for your report are presented in the specified order. To understand the data displayed in any particular field, hover your mouse over its heading; a tooltip will appear with a detailed description.

Example tool-tip for the 'Total In (Inc. IC)' field:

Info: For summarized reports, a 'Summary' row containing relevant totals will be conveniently displayed along the bottom of the report.

Customizing Field Display

You have full control over the visual presentation of your report's fields. Fields can be resized and reordered to suit your viewing preferences.

• To resize a field: Click on the header divider to the right of the field you wish to adjust. As you drag the divider, the field name will dynamically adjust.
• To reorder fields: Click anywhere on a field's header and drag and drop it to a new location within the report.

Any changes you make to the size and ordering of the fields will be automatically saved to that specific report definition, ensuring your preferred layout is used for future runs.

Sort Order

When a report first opens, it uses the sort order defined during its creation. The active sort field and direction (ascending or descending) are indicated by an arrow in the column header.

• To change the primary sort field: Simply click on the heading of the desired field.
• To toggle sort direction: Click on the heading again. The arrow will reverse, and the data will re-sort accordingly.