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Workgroup Reports
This section describes Workgroup reports.
2101 - Workgroup Call Detail Report
Description:
Report Options
1. Select an agent to display the workgroups assigned to that agent.
2. Select single, multiple, or All workgroups.
3. Specify a time range for the report.
4. Narrow the report to specific days of the week and a span of time (optional).
5. Click Run Report to run the report.
6. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 13. This report shows inbound and outbound call data for the Customer Service
workgroup during a week in March.
Report Fields
Dir—The direction of the call: Inbound or Outbound
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Reports call details for the specified workgroup(s).
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