1.3 Manage reports
You can create, export or delete reports.
To create a report or task
1 On the start page or any tab, click on CREATE REPORT.
 
All parameters you set for the report are displayed on the right side giving you an overview of your entries.
 
2 Select a report type. With the Hide descriptions / Show descriptions button you can toggle a description of the report types. Confirm your selection with NEXT.
Report Type
Explanation
Queue Statistics
Creating a report that shows the data based on a list of queues.
Agent Statistics
Creating a report that shows the data based on a list of agents.
Agent Statistics per Queue
Creating a report that shows the data based on a list of agents where the data is further subdivided by the agents respective queues. This report type is useful if agents are logged in multiple queues and you want to specify their data per queue.
Queue Occupancy
Creating a report that shows the occupancy rate for each queue per agent. It shows the time an agent is occupied in a queue in percentage, which can be used as a measurement, how the agents perform.
Queue Call Details
Creating a report that gives detailed information on all calls to track all steps from the caller’s perspective.
Service Level Report
Creating a report that shows the number and percentage of answered and abandoned calls within a predefined service level (1-4).
Agent Activity Report
Creating a report that shows agent’s activities in the queue, such as when the agent logged in or out, when receiving a call, when answering a call etc. Each activity is logged as a separate entry.
3 In the input fields, enter a Name (min. 3 and max. 16 characters) and, if required, a Short description (max. 96 characters).
4 Select the file format for the report that can be downloaded and proceed with NEXT.
*PDF (fixed-layout, read-only)
*CSV (comma separated, plain text format)
*XLS (Excel table)
5 In the dropdown list, select or deselect the respective agents or queues to be included in the report by clicking on them. Here, you can also click on Select all. You can scroll in the list.
*The number of queues or agents selected appears below. You can open a list of all selected users or queues by clicking here. Click on the X in the respective field to deselect the agent or queue.
6 If you are creating a Queue Call Details report, you can choose to Display recurring callers only by activating the checkbox below.
7 Proceed with NEXT.
8 If you are creating a Service Level Report, you can configure the service levels by selecting the desired time in the dropdown list.
*You can select a time from 5 to 3600 seconds (1 hour) in steps of 5 seconds.
*Click on the [+] to add the next Service Level (up to 4).
*Click on the [x] to delete the respective Service Level.
*Proceed with NEXT.
9 Select whether the task should generate a One Time Report (10) or a Recurring Report (11).
 
The period you can set in the following varies depending on the selected report type. See your respective report at 1.2 Report Types.
 
 
If you make a selection here and in the following step, click on the X on the top right of the respective Box to go back to the selection.
 
10 One Time Report:
*Choose between the pre-defined days Today or Yesterday, the pre-defined periods This Week, Last Week, This Month and Last Month by clicking on the respective box.
*To enter a custom date or period, select Custom Day, Custom Period, or Last X Days.
*For Custom Day click on and select a day from the calendar. Here you can toggle between Day, Month and Year view.
*For Custom Period click on and select a start and an end date from the calendar. Here you can toggle between Day, Month and Year view.
*For Last X Days, enter the number (max. 2 digits) of days in the input field or by using the - or + buttons.
 
When creating a Queue Call Details report you can go back only 3 months and the selection is limited to max. 7 days to prevent the report from returning too many results, which would prevent it from being generated.
 
11 Recurring Report:
*Choose between the recurring reporting periods: Current Day, Previous Day, Current Week, Previous Week, Current Month or Previous Month by clicking on the respective box.
You can set the following:
Item
Explanation
Select Report Interval
From the dropdown list, select whether the recurring report should be generated in a Daily, Weekly or Monthly interval.
Select the day for report generation
Visible only if Weekly or Monthly interval selected.
From the dropdown list, select the day on which the weekly/ monthly report will be generated.
Schedule Time
Enter a time at which the report should be generated based on the configured interval.
Depending on the generation time and the number of reports queued to be generated and send, the report will be sent to the configured email addresses within an hour after the schedule time.
Select Start
The Start is entered automatically based on the report period selected.
To change the start date for the recurring report interval, click this field and select a day in the calendar. In the calendar, you can toggle between Day, Month and Year view.
Select End
Select one of the three:
Specific Date: Similar to the start date, select an end date.
After X Occurences: The number of how many times the report should be generated. You can enter the number in the input field or by using the - or + buttons
Indefinitely: The report is recurring indefinitely until the task is deleted.
12 Proceed with NEXT.
13 Activate the slider Send report by email to enable the Sending Options.
Item
Explanation
Add email address(es)
In the input field, enter the email address(es) of your colleague(s) to whom the report should be sent. Confirm your entry via enter key or by clicking on the appearing "Add..." line below.
The suggestions during the entry are based on previous email-addresses remembered from the current local device.
[email(s) listed below]
Your email and the email(s) added are listed below the input field. Click on the X in the field with the respective email to remove it from the selection.
14 Confirm your entries via CREATE.
*The report or task is created and added to the lists.
*A confirmation popup window appears. Here, click on VIEW TASK to view the report or task (press F5 to update here) or click on CONTINUE to go to the Reporting App Overview.
*To refresh the Reporting App data, on the main page, click on the top right.
To export a report/ multiple reports
The reports can be generated in a PDF, CSV or XLS file that can be downloaded.
The data in the exported file corresponds to the data of the respective report types. For a description of the data see Report Types.
1 On the main page, select the Reports (or Calendar) tab.
2 Select the report you want to export.
If you have selected a task for recurring reports, you can select the desired report from the dropdown list or by clicking on See all created reports and selecting it here.
3 On the top right, click on / / (depending on what file type was selected when creating the report) to export and download the report in a .csv, .pdf or .xls file.
To download multiple reports from a recurring task, click on See all created reports and then on Download all reports.
*The report(s) are downloaded.
To cancel a task
1 On the start page, select the Tasks tab.
2 In the row of the respective task click on .
*A popup window appears asking whether you want to cancel the task.
3 Confirm with CANCEL TASK.
*The task is cancelled.
Or
1 On the start page, select the Reports or Calendar tab.
2 Select the task you want to cancel.
3 On the top right, click on .
*A popup window appears asking whether you want to cancel the task.
4 Confirm with CANCEL TASK.
*The task is cancelled.
To delete a report or task
1 On the start page, select the Tasks tab.
2 In the row of the respective report click on .
*A popup window appears asking whether you want to permanently delete the report or task.
3 Active the Download all generated reports option to safe them to your local machine before deleting them.
4 Confirm the deletion with DELETE.
*The report or task is deleted.
Or
1 On the start page, select the Reports or Calendar tab.
2 Select the report or task you want to delete.
3 On the top right, click on .
*A popup window appears asking whether you want to permanently delete the report or task.
4 Active the Download all generated reports option to safe them to your local machine before deleting them.
5 Confirm the deletion with DELETE.
*The report or task is deleted.