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Chapter 3: The Reports
MaxReports Manual 23
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H A P T E R
3
The Reports
This chapter describes each report available in MaxReports. The chapter is divided into
three sections:
•
Agent Reports
•
Workgroup Reports
The following information is given for each report:
• Report ID number and title
• Description—What is reported
• Report options—The choice of parameters for the report
• Report fields—Description of each field in the report
• Data source—The tables from which the information is drawn
Note: Only workgroup calls are included in reports. The following calls are not
workgroup calls:
•
PSTN calls made to a Lync agent directly
•
Lync user calls another Lync agent
•
Any outbound call made without a workgroup set up
Agent Reports
This section describes Agent reports.
If a report is sorted by agent, it displays the agent’s extension and name above the
columns of data. If sorted by time, it displays the date above the columns.
1101 - Agent Activity Event
Description:
Reports an agent’s activity for the reporting period.
Report Options
1. Select a workgroup to display agents assigned to that workgroup.
2. Select single, multiple, or
All agents.
3. Specify a time range for the report.