Troubleshooting guide

February 2006 25
Types of reports
The following table provides information about each type of report.
Report Description
Real-Time Reports that refresh in real time. Real-time reports are reports that
display current ACD call activity on agents, splits/skills, trunks, trunk
groups, vectors, and vector directory numbers (VDNs) for the current
interval (15, 30, or 60 minutes). Current intrahour interval real-time
reports are periodically updated as data changes during the interval.
Integrated Reports that refresh in real-time and show information that is
accumulated from any point in time in the past 24 hours of ACD,
agent, split/skill, trunk, trunk group, vector, and VDN activities.
Historical Reports that give information tabulated over a period of time. Historical
reports display past ACD data for various agent, split/skill, trunk, trunk
group, vector, or VDN activities. You must select a historical report if
you want to include the following data:
● Exceptions
● Call Work Code
● Agent Trace
● Call Record