MiCloud Contact Center Historical Reports

Historical reports are used to obtain information about past call center activity. The powerful, yet easy to use, Contact Center Historical Reports application provides activity summaries and statistical data that can help you analyze system behavior and aid in the assessment of resources required to meet target service levels.

Historical reports are generated from predefined or blank templates that can be configured to include specific data fields and entities. Templates can also be customized for a unique look. Some templates can be generated in either a tabular or graphical format.

The integrated scheduler allows you to print, email, or export reports to a variety of external formats (such as Excel, HTML, and PDF) at required times.

Report Retention

MiCloud Contact Center current historical reports are retained for 12 months.

Related Articles

• Creating MiCloud Contact Center Historical Reports - Topics and procedures for adding fields, scheduling reports, and determining how reports are delivered.
• Editing MiCloud Contact Center Historical Reports - Topics and procedures for modifying existing reports.
• MiCloud Contact Center Reports Help Field Reference - Field reference information for historical reports.

Article Contents

Refer to the following sections for information on how to manage reports:

• Access Contact Center Reports
• Display Tooltip Help
• Copy Reports
• Delete Reports

Access Contact Center Reports

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Complete the following steps to access the Contact Center Reports in the Account Portal:

1. Log into the Account Portal with your username and user password
   • See Unified Sign In for more information about logging in.
2. Navigate to Team > Contact Center Reports to view the Contact Center Historical Reports dashboard.
   The Contact Center Historical Reports dashboard contains the following items:
   • Recurring — This tab lists any reports that are scheduled to run on a recurring basis.
   • One-Time — This tab lists any reports that are scheduled to run on a one-time basis.
   • Add — This button launches a wizard that walks you through creating a historical report.
   • Edit — When you select a report in the dashboard, clicking this button launches the report creation wizard, which is populated with the settings already configured for the selected report. Use the wizard to modify the report settings.
   • Copy — Clicking this button launches the report creation wizard, it is populated with the settings configured for a selected report. Provide a name for the new report and then only modify the copied report as required.
   • Delete — Clicking this button helps you to delete the selected file.

   Display Tooltip Help

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   Click the field name or column name in the reports to display the description of the field at the bottom of the page.

   Copy Reports

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   1. Navigate to Team > Contact Center Reports to view the Contact Center Historical Reports dashboard.
   2. In the Contact Center Reports table, select the report you want to copy, and click Copy.
      You can sort reports by clicking the column titles in the reports table. You also can narrow the selection of report names by entering all or part of the report name in the search text field in the upper, right corner of the reports table.

   Delete Reports

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   1. Navigate to Team > Contact Center Reports to view the Contact Center Historical Reports dashboard.
   2. In the Contact Center Reports table, select the report you want to delete, and click Delete.
      You can sort reports by clicking the column titles in the reports table. You also can narrow the selection of report names by entering all or part of the report name in the search text field in the upper, right corner of the reports table.