How to access reports
Reports can be accessed in Console -> Reporting, click on the icon of the report required and further options will be shown.
Click on a report type below for more information
Conversations
Abandoned
Answered
Call List
Detail (article coming)
Agent reports
Call Counts
Handling (article coming)
Login time (report not yet live)
Analytics reports
FCR (First Call Resolution)
SLA (article coming)
AHT (article coming)
ASA (article coming)
For all reports - enter the time period required, set any parameters relevant to the specific report & choose the extensions either by clicking on (Select All) or by the individual extensions (the extension/s chosen will be shown once you click outside of the agents list
The time zone for reports is UK time and this should be adjusted as needed to match the local time where necessary.
- Default time is 00:00:00 (if only date is selected).
- You can specify the time of day by first selecting a date and then entering the time after the date in hh:mm (24h format) - for instance 10/01/2020 15:30
Once parameters have been set, click on View Report.
