Creating MiCloud Contact Center Historical Reports

This article includes information about using the Account Portal to create MiCloud Contact Center historical reports.

Report Retention and Archive

MiCloud Contact Center current historical reports are stored for three months. The reports are archived and the archived reports are stored for nine months.

Related Articles

• MiCloud Contact Center Historical Reports - Conceptual topics and procedures for accessing, copying, and deleting historical reports.
• Editing MiCloud Contact Center Historical Reports - Topics and procedures for modifying existing reports.
• Contact Center Reports Help Field Reference - Field reference information for historical reports.

Article Contents

Refer to the following sections for details about each page in the wizard that leads you through creating reports:

• Add Fields
• Add Entities
• Add a Schedule
• Add Date and Time
• Add File and Format
• Add Delivery

Add Fields

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1. Click Add.
2. Type a Report Name and select a template in Base Report On.
3. Select the fields in Other fields and click to add to the default fields for the template.
   NOTE: To select multiple fields, hold the shift key and click or press  or  on your keyboard.
4. To remove fields from a template, select the field and click .
5. To rearrange the order of the fields in the report columns, select the field you want to move and click or to the right of the Fields in the report box. Moving a field up moves it to the left in the order of columns, and moving a field down moves it to the right in the order of columns.
   NOTE: You cannot remove the default fields of the template. Also, you cannot change the default field order of the template.
6. Click Next.

Add Entities

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1. On the Entities page, select applicable entities. For example, if you have selected the Dial List template, select the appropriate dial list(s).
2. To consolidate the list of entities you have selected, select Selected on Top in the drop-down field above the entities list. The remaining entities that you have not selected yet are in the alphabetical order below the list of selected entities.
3. Click Next.

Add a Schedule

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1. On the Schedule page, configure when the report is run. The options you configure on this page affect only the run time and not the days or times for which you collect information. For example, you could schedule a report that shows dial lists used between January 10 and January 15 to run on January 31.
   Reports are sent after they are complete:
   • Daily — Configure the time of the day and the days of the week - every day or work days - you want to run the report.
   • Weekly — Configure the day of the week and the time of the day you want to run the report.
   • Monthly — Configure the day of the month and the time of the day you want to run report.
   • Specific — Configure the specific date you want to run the hourly report, and configure during the hour you want to run it.
2. Click the question mark to the right of this field to view the timezone the tenant is configured to use.
   • One time in the future — Configure the date and time you want to run the report.
   • One time ASAP — Select to run the report at the next fifteenth-minute interval.
3. Click Next.

Add Date and Time

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1. On the Date and Time page, configure days or months and hours or minutes for which you want to run the report.
   For example, if you have selected a Dial List report template and you specify five days and one day prior in the Date area, the report will generate information about the dial lists for the period beginning six days prior to the current date and ending one day prior to the current date. Similarly, if you specify ten hours and one hour prior in the Time area, the report will generate information about the dial lists for the period beginning eleven hours prior to the current time and ending one hour prior to the current time.
   TIP: Use the up and down arrows to specify days, months, hours, and minutes. You cannot type in these fields.
2. If you have selected the Run one time in the future or Run one time ASAP on the Schedule page, date range and time range options are available on the Date & Time page.
3. When you select Report for date range(s) or Report for time range(s), the plus sign in the area below these options becomes available. Click the plus sign to display the Add Date Range or Add Time Range window. Specify the date and/or time From and To values in the appropriate window and click Add.
4. Click Next.

Add File and Format

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1. On the File and Format page, configure the report output:
   • Format — Specify XLS, CSV, or PDF format for the report.
   • Add Total Row — This option is applicable only for CSV file formats. Select this option to calculate the total of rows in the report.
   • Add Subtotal — This option is applicable only for CSV file formats. Select this option to calculate the subtotal of each row.
   • Add text — Select this field and specify text that you want to prepend to the report name. This field is limited to eight characters.
   • Add date and time — Select this field to include the current date and time in the report file name.
   • Add report name — Select this field to include the report name in the report file name.
   • Filename — This field displays the filename result according to the selections you have made. For example, if you have selected XLS in format, selected Add date and time, and selected Add report name, the Filename will display the current date in MMDDYYYY format followed by the name of the report with xls as the file extension.
2. Click Next.

Add Delivery

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1. On the Delivery page, configure how the report will be delivered:
   • From — Specify the email address from which to send the report.
   • To — Specify the email address(es) to which to send the report. Multiple email addresses should be separated by semicolons. The character limit is 512 characters.
   • Add date and time to subject — Select this option to append the date and time to the subject line of the email used to deliver the report. This data is in MMDDYYYY format and is appended to the subject line when the report generation is complete and the data is ready to be sent.
   • Add report name — Select this option to append the report name to the subject line of the email used to deliver the report. This data is appended to the subject line when the report generation is complete and the data is ready to be sent.
   • Subject — Specify text to include in the subject line of the email. If you have selected Add date and time to subject and/or Add report name, the text you enter here is prepended to date and time and/or report name.
2. Click Finish to complete the report configuration.