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Customize Reports


I want a report that shows what each of the Virtual Contact Center Agent's total time spent on calls and the total number of calls for each day or each week.

When I am in the VCC Agent, I can select Menu > Reports > Historic reports, but none of these reports provide this information.

Applies To

Virtual Contact Center


Use a Virtual Contact Center Business Intelligence report.

  1. Log into the VCC Agent GUI.
  2. Click the Applications icon (to the left of the Menu, 9 squared dots).
  3. Select Business Intelligence > Home > Dashboards page opens.
  4. On the left edge, click the Create Report icon (looks like paper and pencil).
  5. Open the Categories dropdown list and select Agent Transactions.
  6. Select the Measures and Dimensions, they are added to the Measures and Columns and Rows boxes.
    1. Measures > select Total Processing Time and Total Accepted, these are added to the Measures box.
    2. For Dimensions:
      1. Select Agent > Agent Name, Agent Name is added to the Rows box.
      2. Select Week > Week (or Day), this is added to the Columns box.
        • Week gives the Week number of the year.
        • Day gives the Day number of the month.
      3. Select Relative Date > Date, Relative Date is added to the Columns box.
  7. In the Columns box, click Date > select the date range > click OK.
  8. Click the run icon (looks like a "play" button, to the right of the pencil icon in the toolbar across the top).


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 the VCC Business Intelligence reports, visit the Web Help page.
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