Figure 109: Example Report Header ....................................................................................................................................141

Figure 110: Report Viewer Toolbar .....................................................................................................................................142

Figure 111: Report Printer Selection Window .....................................................................................................................142

Figure 112: Export Report Window .....................................................................................................................................143

Figure 113: Report Viewer Export .......................................................................................................................................144

Figure 114 Report Menu Page..............................................................................................................................................146

Figure 115 Answered Calls Report Skillsets Page ...............................................................................................................148

Figure 116 Answered Calls Report ......................................................................................................................................149

Figure 117 Abandoned Calls Report Skillset Page...............................................................................................................150

Figure 118 Abandoned Call Report......................................................................................................................................152

Figure 119 Abandoned Calling Line ID Skillset page..........................................................................................................153

Figure 120 Abandoned Calling Line ID Report ...................................................................................................................154

Figure 121 Agent Capacity Report Skillsets page................................................................................................................155

Figure 122 Agent Capacity Report.......................................................................................................................................157

Figure 123 Help Request Report page..................................................................................................................................158

Figure 124 Help Request Report ..........................................................................................................................................159

Figure 125 Call Average Report Skillset page .....................................................................................................................161

Figure 126 Call Average Report...........................................................................................................................................162

Figure 127 Agent Average Report Skillset Selection Page ..................................................................................................164

Figure 128 Agent Average Report .......................................................................................................................................166

Figure 129 Agent Profile Report Skillset page.....................................................................................................................167

Figure 130 Agent Profile Report ..........................................................................................................................................169

Figure 131 Agent Activity Report Skillsets page .................................................................................................................171

Figure 132 Agent Activity Report........................................................................................................................................173

Figure 133 Agent Audit Report Skillset Selection page.......................................................................................................175

Figure 134 Agent Selection Page .........................................................................................................................................176

Figure 135 Agent Selection page with No Agents Available...............................................................................................177

Figure 136 Agent Audit Report............................................................................................................................................178

Figure 137 Activity Code Report By Skillset Skillset page .................................................................................................179

Figure 138 Select Activity Code page..................................................................................................................................181

Figure 139 Select Activity Codes page - No Activity Codes...............................................................................................182

Figure 140 Activity Code Report by Skillset .......................................................................................................................183

Figure 141 Activity Code Report By Agent Skillset page....................................................................................................184

Figure 142 Select Activity Code page..................................................................................................................................186

Figure 143 Select Activity Codes page - No Activity Codes...............................................................................................187

Figure 144 Agent Activity Code Report by Agent...............................................................................................................188

Figure 145 Activity Code Report By # of Pegs Skillset page ..............................................................................................189

Figure 146 Select Activity Code page..................................................................................................................................191

Figure 147 Select Activity Codes page - No Activity Codes...............................................................................................192

Figure 148 Agent Activity Code Report by Number of Pegs...............................................................................................193

Figure 149 Summary Report Skillset page...........................................................................................................................194

Figure 150 Summary Report ................................................................................................................................................196

Figure 151 Summary Report Graphs....................................................................................................................................198

Figure 152 Call Profile Report Skillset Selection page ........................................................................................................200

Figure 153 Call Profile Report .............................................................................................................................................202

Figure 154 Call Profile Report Graph ..................................................................................................................................204

Figure 155 Incoming Call Report Skillset Selection page....................................................................................................205

Figure 156 Incoming Call Report.........................................................................................................................................206

Figure 157 Incoming Call Report Graph..............................................................................................................................209

Figure 158 Unanswered Help Request Report Selection page .............................................................................................211

Figure 159 Unanswered Help Request Report .....................................................................................................................212

Figure 160 Agent Average Report by Agent Skillset Selection Page ..................................................................................213

Figure 161 Agent Average Report by Agent........................................................................................................................215

Figure 162 Agent Activity Report by Skillset, Skillset Selection Page................................................................................217

Figure 163 Agent Activity Report by Skillset ......................................................................................................................218

Figure 164 System Configuration Submit Page ...................................................................................................................220

Reporting for Call Center Setup and Operations Guide

Issue 02 (15)

Table of Contents