576/HD-50-525
DBS 576/HD issued September 2001
6-1
Chapter 6. Report Manager
Overview
A number of reports are available which provide information and statistics
on individual Agents, ACD Groups, Work Units, and Trunks. All reports can
be scheduled to run periodically, and are then automatically sent to the
Windows print manager. Reports can also be run manually whenever desired
for whatever time period that is required.
There are four templates for each report type: daily, weekly, monthly, and
yearly. Any report template can be run for any duration of time. For
example, if daily information is required for a twelve (12)-day period that
occurred last month, simply select the report type and the dates required and
run the report.
Reports can be run for any combination of ACD Groups and Agents.
Reports can be run for a single Agent, a subset of Agents within a group or
many groups, an entire ACD Group, or all ACD Groups.
You can export your finished reports to a number of popular spreadsheet and
word processor formats, HTML format, ODBC format, and a number of
common data interchange formats as well. This makes the distribution of
information easier. For example, you may want to use report data to project
trends in a spreadsheet package or enhance the presentation of data in a
desktop publishing package.
Reports have been formatted specifically to export to MS Excel
97™.
Both the MIS Server master databases and the temporary report databases
created by ACD Viewer Report Manager can be opened and manipulated
with Microsoft's Access 97™.
Each report type has the following information:
•
Report Name
- On the daily templates just the report name appears; on
weekly, monthly, and yearly report templates the report period also
appears as part of the report name (i.e.; Agent Call Summary - Monthly).
•
Report Period Start, Date and Time
- States the beginning of the
report period.
•
Report Period End, Date and Time
- States the end of the report
period. If a future date\time is requested the present date/time is inserted.
•
Report Print Date
- The date the report was run/printed.
