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Call Centre Reporting
With MyCalls Call Centre you can produce reports based around users (agents) or pilot numbers
(ACD groups.) When running reports you should filter be either pilot number of organisation group.
When reporting against Agents, if essential that agent login and logout each day. MyCalls will
calculate how long an agent has been logged in by looking at when an agent first logged in and when
they last logged out. If an agent was still logged in when the report is run then the statistics may not
be correct.
Sample Agent Activity Report.
To create an Agent Activity Report that will show Agent based stats, carry out the following
instructions.
From MyCalls, click Reports / Reports / Report Templates / Usage / Custom Group Summary for each
Member / Create Saved Report Item.
Enter a name for the report, select a Report Group and click OK.
