Working with Standard Reports >

Viewing Standard Reports

You can view existing standard reports. However, you must be an administrator to create new reports.

NOTE:  If you want a new report, or want to change a report, contact your administrator.

To view a standard report

  1. Click the Reporting tab.
  2. Click the Reports menu.
  3. Double-click the Reports menu to open one of the report groups (such as Agent Profiles & Productivity).
  4. Double-click a report name (such as Agent Skills) to open a list of available reports.

    5. NOTE:  This list includes reports that your administrator previously created and granted you permission to view. If the report name is not expandable, there are no available reports for that report type.

  • When an administrator creates a report, the administrator usually sets some configuration options on the report. The configuration options depend on the specific report.

    • For example, your administrator can configure the Workgroup Segments Report to show statistics on workgroups or statistics on projects. The administrator can also configure this report to show only one workgroup or all workgroups. In addition, the administrator can control which types of interactions to include, and which to ignore (such as including calls, chats, and emails, and ignoring faxes).

Scheduling a Standard Report and Selecting Regional Options

The following topic describes how to schedule a standard report and how to select regional options.

To schedule a standard report and to select regional options

  1. Click a report name.

    2. The Report dialog box opens.

    NOTE:  Depending on what type of report you are viewing, you might see a Covered Period tab, a Regional Options tab, or both.

  2. On the Period Covered tab, select the start and end dates, and the start and end times.

    3. The following table describes the fields and controls.

    Field
    Description

    Start Date

    Click the calendar icon to open a calendar from which you can choose the start date of the report range:

      • Click the right-angle bracket (>) or the left-angle bracket (<) to advance or move back the calendar one month
      • Click the right, double-angle brackets (>>) or the left, double-angle brackets (<<) to advance or move back the calendar one year.

    Choose the report start date by clicking a day in the calendar, or click today to choose today's date (based on your workstation's system clock).

    You can also type a date in the text box, using the mm/dd/yyyy format:

    • From the first drop-down list, select the starting hour (24-hour notation).
    • From the second drop-down list, select the starting minutes.

    For more information about the calendar, see Selecting a Date from the Calendar.

    End Date

    Click the calendar icon to open a calendar from which you can choose the end date of the report range:

      • Click the right-angle bracket (>) or the left-angle bracket (<) to advance or move back the calendar one month.
      • Click the right, double-angle brackets (>>) or the left, double-angle brackets (<<) to advance or move back the calendar one year.

    Choose the report end date by clicking a day in the calendar. Or, click today to choose today's date (based on your workstation's system clock).

    You can also type a date in the text box, using the mm/dd/yyyy format:

    • From the first drop-down list, select the closing hour (24-hour notation).
    • From the second drop-down list, select the closing minute.

    Start Time

    From the drop-down lists, choose the starting hour (24-hour notation) and minute for your report range.

    End Time

    From the drop-down lists, choose the closing hour (24-hour notation) and minute for your report range.

  3. Click the Regional Options tab, and complete the Regional Options tab fields.

    4. The following table describes the selection and fields for selecting regional options.

    Field
    Description

    Select Time Zone

     

    Company Defined Time Zone

    Choose Company Default Time Zone to display all report times in your company's default time zone.

    User Defined Time Zone

    Choose User Time Zone to display all report times in the time zone configured for your Oracle Contact Center Anywhere workstation.

    Select Report Language

    From the drop-down list, choose the language to use in the report.

    Select Date Format

     

    Company Defined Date Format

    Choose Company Default Date Format to display all report dates in your company's default format.

    User Defined Date Format

    Select the report date format from the drop-down list.

  4. Click OK.

    5. A new browser window opens containing the report.
Published: 06 April 2009