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Customize Reports
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Customize Reports

Objective

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

Procedure

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).
    clipboard_eacfe77f10e6e644b5c7754866252ae3c.png
  3. Select Business Intelligence > Home > Dashboards page opens.
  4. On the left edge, click the Create Report icon (looks like paper and pencil).
    clipboard_e355974f175982caabd28585934288eee.png
  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.
    clipboard_ec3a26a437c87ac4796848e1e35b34fe0.png
    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).
     

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