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Historical Reporting - June 15, 2015


This page provides a description of the changes to Historical Reporting. Changes are classified as:

  • Bug fix—refers to fixes that have been made to resolve problems in existing functionalities.
  • Enhancement—refers to improvements made to existing functionalities.
  • New feature—refers to new functionalities.

Release date

These changes to Historical Reporting will be released to customers on June 15, 2015.

List of updates

Type of Update Description
Bug fix #1

Incorrect reporting of abandoned callsIn some cases, calls are reported as Abandoned in the Call Segment report. This is despite customers and agents having actually spoken and those calls having ended normally.

This bug fix ensures that calls that have ended normally do not appear as Abandoned in the Call Segment report.
New feature #1

Added a new historical audit report to track password changes—this new report lists password changes that have occurred over a period of time in your Call Center instance. For more information, see Figure 1.


How do I enable this feature?

You must file a request with Help Desk to enable this report. Once enabled, this report will be available as part of the historical reports and is called Audit Log- Password Changes - Detail. For more information, see Figure 2.

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