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Generate Reports

This option allows you to generate several types of schedule-based reports. These reports help contact center managers to make critical business decisions for contact center operations.

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

Generate a Break Table Report

This option allows you to generate a report that gives a summarized view of the break times available for employees in a workgroup. The report contains the following fields: Session Length, Earliest Time, and Latest Time.

Select Reports from the Schedule left-navigation menu.
Select Break Table.
Select View Report.

The report is displayed:

Generate a Shift Profiles Report

This option allows you to generate a summarized report based on a selected shift profile.

Select the Shift Profiles radio button.
Select the shift profile from the select Shift Profile drop-down menu.
Select View Report.
The report is displayed:

Generate a Balance Staff Report

This option allows you to generate a report that shows the staffing summary for the activated workgroup ’s schedule on a quarter-hour basis.

Select the Balance Staff radio button.
Select a date from the Date drop-down menu.
Select a team from the Skill Team drop-down menu.
Select View Report.
Select View Report.
The report is displayed:

This report contains the following information:

Period Ending: Ending period for various schedule time slots.
Original Required: Requirement determined by the Forecast data.
Adjusted Requirement: Requirement determined by changes in the Forecast. This is the number used for scheduling.
Scheduled: Number of employees actually scheduled to handle calls during the specified time period. It does not include the number of employees on a lunch break or another break. After implementation of 5mins break feature, this column indicates fractional values.
Surplus/Shortage: Additional/Deficient number of employees - the difference between the Original Required column (not the Adjusted Requirement) and the Scheduled column. This column displays decimal values after the implementation of the 5mins break feature.

NOTE: Surplus/Shortage depends upon the difference between Adj. Required column/values, and the Scheduled column/values.

On 1st Break: Number of employees on the first break at a point in time. After the implementation of 5mins break feature, the values in the On 1st Break and On 2nd Break columns will display fractional values.
At Lunch: Number of employees on lunch at a point in time.
On 2nd Break: Number of employees on the second break at a point in time. This column also displays fractional values after implementation of 5mins break feature.

Generate a Schedule Report

This option allows you to generate a report of schedules for a particular date and for an activated workgroup.

Select the Schedule radio button.
Select the From Date from the drop-down menu.
Select the To Date from the drop-down menu.
Click View Report.

The report is displayed:

Generate a Cost of Schedule Report

This option allows you to generate a report of schedules for a particular date and for an activated workgroup along with the cost of each shift in the schedule.

Select Cost of Schedule.
Select the From Date from the drop-down menu.
Select the To Date from the drop-down menu.
Select View Report.

The report is displayed:

Generate a Roster Sheet Report

This option allows you to generate a report of the staffing details for the schedules for a selected date.

Select Roster Sheet.
Select the From Date from the drop-down menu.
Select the To Date from the drop-down menu.
Select View Report.

The report is displayed: