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How to Customize Reports in 8x8 Contact Center
8x8 Support

How to Customize Reports in 8x8 Contact Center

Objective

To create a report that shows what each Agent's total time spent on calls and the total number of calls for each day or each week.

Applies To

  • 8x8 Contact Center
  • Reports

Procedure

Use a 8x8 Contact Center Business Intelligence report.

  1. Log in to the 8x8 Agent Console.
  2. Click the Applications icon.
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  3. Select Business Intelligence > Home.
  4. Click Create Report. 
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  5. Open the Categories dropdown list and select Agent Transactions.
  6. Select Measures and Dimensions, they are added to the Measures and Columns and Rows boxes.
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  7. Select Total Processing Time and Total Accepted.
  8. Select Agent > Agent Name.
  9. Select Week > Week (or Day).
    • Week gives the Week number of the year.
    • Day gives the Day number of the month.
  10. Select Relative Date > Date.
  11. In the Columns box, click Date > select the date range > click OK.
  12. Click Run Query.

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Additional Information

  • Once the report is as you want, it can be saved (disk icon in the toolbar). The report will be in the Reports list on the Home page.
  • The report can be Scheduled or Exported. Hover the mouse over the icons in the toolbar and the icon description will display.
  • For more information about Business Intelligence reports, visit the Web Help page.
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