Report Styles

This articles discusses the custom report styles available to you including Summary, Detailed, and Time Interval reports.

There are three main styles of reports that you can choose from and create.

  • Summary ReportsSummary Reports - Summary reports are just that; summaries. In the Standard Reports module, these are very simple to find as they have the word Summary in the title. Summary reports give you totals for the given agents/groups, amongst other items.
  • Detailed ReportsDetailed Reports - Detailed reports provide very detailed information based upon calls, events, and features. (Features = DND, Group/Extension Login/out, etc.) Typically, in a Detailed report, each line will feature one individual call and it's details for the given report.
  • Time Interval ReportsTime Interval Reports - In essence, Time Interval Reports are actually summary reports. However, they give you totals based upon the desired time interval. (Hours of day, days of week, weeks of month, months of year, etc.) These are great at helping see when you're busiest, slowest, when to schedule more people, fewer people etc.

Examples of Summary Reports
User Call Summary
Inbound Call Summary
Group Summary

Examples of Detailed Reports
Abandoned Calls
User Inbound Calls
Agent Realtime Feature Trace

Examples of TIme Interval Reports
Inbound Call Performance
Inbound Call Service Level

When creating reports, you will be asked to select the style of report that you would like to create.

To determine what style a report will be, see the "Rows" column. This will determine the style of report.

Summary ReportsSummary Reports - Summary reports are just that; summaries. In the Standard Reports module, these are very simple to find as they have the word Summary in the title. Summary reports give you totals for the given agents/groups, amongst other items. - In the Rows column of a summary report, you will typically see one of the following:

  • Agent Name
  • Group Name
  • Caller ID
  • Phone Number (External, Local, etc.)
  • Call Direction
  • Account Code
    There are some less common options as well (e.g., Reason Code, Role, Scorecard Campaign, System, Tag, and Trunk).

Detailed ReportsDetailed Reports - Detailed reports provide very detailed information based upon calls, events, and features. (Features = DND, Group/Extension Login/out, etc.) Typically, in a Detailed report, each line will feature one individual call and it's details for the given report. - In the Rows column of a detailed report, you will see only three options:
Call
Event
*Feature

All three options have one thing in common, they will have the word ID in the column.

Time Interval ReportsTime Interval Reports - In essence, Time Interval Reports are actually summary reports. However, they give you totals based upon the desired time interval. (Hours of day, days of week, weeks of month, months of year, etc.) These are great at helping see when you're busiest, slowest, when to schedule more people, fewer people etc. - In the Rows column of a time interval report, you will see one of many different time intervals such as:

  • Hour of Day
  • Days of Week
  • Weeks of Month
  • Months of Year