Report Tool Overview

What is Report Tool?

Report Tool is the Cloud Contact Center Platform reporting application. You can use it to answer questions about any aspect of your Contact Center performance. Report Tool is both powerful and flexible, yet its form based interface makes creating even complex reports a relatively simple matter.

• The Report Tool User Guide covers this application in detail.

Key Concepts

Web Based
Report Tool is part of the Contact Center web site: you access it through the site's Reports menu.

Form Based
Report Tool is an HTML form: you fill in the parts of the form that are relevant to you, click a button to "run" the report, and the results appear in your web browser window.

Almost Real Time
Report Tool gathers data in "almost real time:" typically, you can see results that are a minute or more old.

Role Sensitive
Report Tool is customized to your role in Contact Center : depending on your access privileges, you will see different capabilities from the application. This both ensures security of data and helps minimize complexity when it is not needed.

Accessing Report Tool

Report Tool is accessible from the Contact Center web site in two ways:

1. Select the Reports menu, then click Report Tool, or
2. Click the Reports menu to display the Reports landing page. Then click Report Tool in the left hand links.

You can also run a Saved Report from either the menu or the Reports landing page. See below for how to use Saved Reports.

Report Types

Report Tool is actually a collection of Report Types. You can think of Report Types as a kind of question template, a "canned" report that you can modify to fit your needs. Technically, a Report Type is a pre-selected collection of fields and search criteria chosen to answer a particular question. Examples of such questions might be:

"How many calls came in yesterday and in general, how did my Agents do on those calls?"

"Who are all my Agents and what are their routing Attributes?"

"How many Post Box messages were sent to how many recipients yesterday?"

All the Report Types available to you are shown in a drop down list at the top of your query form. When you select a Report Type, it loads a new set of fields in place of the ones you were currently displaying. Some fields will be filled in already, but most will be blank, allowing you to customize the basic Report Type to your liking. To run the new report, just click the Run Report button. The result of your query will appear in the Answer section of the report form. You can then refine your question by checking additional fields or supplying further search criteria and rerunning your report.

To learn more about each individual Report Type available, you can click the About this Report link in each Report Type's query form.

Group, Detail and Graph Reports

Report Types usually come in two or three variations:

• Group reports aggregate data over sets of calls or other Contact Center data object. Use Group reports to get a summary picture view of your Contact Center performance.
• Detail reports produce finer grained answers than Group reports. Use Detail reports to examine the specifics of a result set.
• Graph show your answer visually in chart form.

Saved Reports

If you run the same report frequently, Report Tool gives you the ability to save that report and reuse it as needed. Such reports are called Saved Reports.

Creating a Saved Report

Saved Reports can come from two sources: reports you've saved yourself, and those that others, such as your Account Manager, have saved and made available to you. The latter type can be global, so everyone can see them; those you create yourself are private to you.

To create your own Saved Report:

1. Use Report Tool to create the report you want
2. Click the Run Report button to make sure the results are correct
3. Click the Save/Rename button and give your report a descriptive name

Running a Saved Report

Saved Reports appear in several places in the Contact Center interface:

• As part of the Reports Menu: the first five Saved Reports appear in the Contact Center Reports menu, just under the Report Tool link. To run a Saved Report, simply select it from the menu.
• In the "Your Reports" drop down list: at the top of the Report Tool page, you'll find the complete set of Saved Reports available to you. Just click on the report to run it.

• Saved Reports are covered in more detail in Chapter 5 of the Report Tool User Guide.