ADDING REPORTS TO SCHEDULES

NOTE: Before you can add reports to schedules, you must save the schedules.

Adding MiContact Center reports to schedules

To add a MiContact Center report to a Report Schedule

1. In Reporter=>Scheduled Reports, on the Report Schedules tab, select a schedule and click Edit schedule.

2. Click Add a report.

3. Select a report category.

4. Select a report type.

5. Follow the steps in "Generating reports" on page 22 for the Basic tab to set up the report.

6. Click Submit.

The report is added to the schedule

Adding agent and employee reports to User reports schedules

NOTE: The report options available vary depending on the type of report being added.

To add agent and employee reports to a User report schedule

1. In Reporter=>Scheduled Reports, on the User report schedule tab, select a schedule and click Manage schedule properties.

2. Click Add a report.

3. Select the report category.

4. Under Report type, select the report you want to add to the schedule.

5. In the Start hour and End hour lists, select a start hour and end hour for the report. NOTE: If you are running reports with the Over midnight Report mode option, the time span between the Start hour and the End hour cannot exceed 24 hours.

6. After Interval, select the time interval for reporting: 15, 30, or 60 minutes. NOTE: You must select Over midnight if midnight occurs between the start and end times you selected. For example, the Over midnight report mode is most appropriate for 24-hour contact centers.

7. Under Days to include, select the days of the week to include in the report (the days of the week your business is open).

8. After Report mode, select either Default or Over midnight. NOTE: If you want a report that spans over midnight (for example, from December 3 at 9 P.M. to December 4 at 5 A.M.), then make the Start date and the End date the date the shift begins (December 3). If you make the Start date the date the shift begins (December 3) and the End date the date the shift ends (December 4), you will generate a report that spans three days (December 3 from 9 P.M. to December 5, 5 A.M.). The time span for each shift cannot exceed 24 hours.

9. After Shift Mode, select either Default or Agent Group Presence.

10. After Report output language, select a language.

11. After Render type, specify how you will view reports, either in Excel or .pdf format.

12. Click Submit.

Adding work schedules to Employee schedule mailer schedules

To add work schedules to a Workforce Scheduling Report schedule

1. In Reporter=>Scheduled Reports, on the Employee schedule mailer tab, select a schedule and click Manage schedule properties.

2. Click Add Report.

3. Select a category of report, such as Workforce Scheduling reports.

4. Under Report type, select the work schedule you want to add to the schedule.

5. After Report output language, select a language.

6. After Render type, specify how you will review reports, either in Excel or .pdf format.

7. Click Submit.