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Generate Reports

This option allows you to generate different kinds of reports for assignment of schedules. These reports present a summarized view to the contact center manager. This feature also allows you to generate different reports based on the Team selected.

Each report is presented with a radio button next to it followed by a list of various options/filters in the lower grid of the screen. Based upon the radio button selected, the appropriate parameters for that report are displayed in the lower grid of the screen. The report can be exported or printed in supported formats as desired

NOTE: Supported file formats are CSV, PDF and XLS.

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

NOTE: Only the options/filters that are applicable for the selected report are enabled.

Generating a Standard Roster Report

This option allows you to generate the Standard Roster report based on the criteria you define.

Select Reports from theStaff left-navigation menu.
Select Standard Roster radio button.

Select the Include Shift Cost check box as desired.
Select a skill team from the Skill Team drop-down menu.
Select the employee from the Employee drop-down menu to print the report for a specific employee.
Select an employee team from the Employee Team drop-down menu.
Select the sorting option you want to use from the Sort By drop-down menu.
1. Start Time
2. End Time
3. Skill Team
4. Employee Name
Select a site from the Site drop-down menu.
Select a date from the Date drop-down menu.
Select View Report. The report is generated and displayed.

Generate a Balance Staff Report

This option allows you to generate a Balance Staffing report based on the criteria you define.

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

Generating an Unassigned Employee Report

This option allows you to generate the Unassigned Employee report based on the criteria you define. This report provides information about the employees who are unavailable for the selected date.

Select the Unassigned Employee radio button.
Select a skill team from the Skill Team drop-down menu.
Select a site from the Site drop-down menu.
Select a date from the Date drop-down menu.
Select View Report.mm' The report is displayed.

Generate a Weekly Condensed Office Report

This option allows you to generate the Condensed Office report based on the criteria you define. This report gives concise information about the employees of the workgroup , their schedules, and the details of assignment/non-assignment.

Select the Weekly Condensed radio button.
Select a date from the Date drop-down menu.
Select a skill team from the Skill Team drop-down menu.
Select a site from the Site drop-down menu.
Click View Report. The report is displayed.

Generate a Weekly Individual Report

This option allows you to generate the Individual report based on the criteria you define.

Select the Weekly Individual radio button.
Select the Page Break between Employees check box to insert a page break between each employee.
Select a skill team from the Skill Team drop-down menu.
Select the employee from the Employee drop-down menu if you want to print the report for a specific employee.
Select an employee team from the Employee Team drop-down menu.
Select a site from the Site drop-down menu.
Select a date from the From Date drop-down menu.
Select a date from the To Date drop-down menu.
Select View Report. The report is displayed.

Generate an Unassigned Schedule Report

This option allows you to generate the Unassigned Scheduled report based on the criteria you define. This report provides information about those schedules that have not been assigned for the selected date.

Select the Weekly Individual radio button.
Select a skill team from the Skill Team drop-down menu.
Select the date from the first Date drop-down menu.
Select View Report. The report is displayed.

Generate a Non-Call Roster Report

This option allows you to generate the Non-Call Roster report based on the criteria you define. This report provides information about non-call employees.

Select the Non Call Roster radio button.
Select a skill team from the Skill Team drop-down menu.
Select a site from the Site drop-down menu.
Select the employee from the Employee drop-down menu to print the report for a specific employee.
Select an employee team from the Employee Team drop-down menu.
Select a date from the From Date drop-down menu.
Select a date from the To Date drop-down menu.
Select View Report. The report is displayed.

Generate an Hours Worked Report

This option allows you to create an Hours Worked report based on criteria you specify.

Select the Hours Worked radio button.
Select a skill team from the Skill Team drop-down menu.
Select a site from the Site drop-down menu.
Select an employee team from the Employee Team drop-down menu.
Select a date from the From Date drop-down menu.
Select a date from the To Date drop-down menu.
Select the Included Activities from the drop-down menu.
Select the Use Designated Hours check box as desired.
Select View Report. The report is displayed.

Generating a Coverage Report

This option allows you to generate a report of the coverage for skill codes for specified dates.

Select the Coverage radio button.
Select a skill code from the Skill Code drop-down menu.
Select a date from the From Date drop-down menu.
Select a date from the To Date drop-down menu.
Select the Show only failures in coverage check box as desired.
Select View Report. The report is displayed.