User guide

General Information Guide

Create custom reports with an easy-to-use wizard interface

Create customized reports with existing statistics (column headings) using the Flexible

Reporting wizard. The wizard guides you through the process of building custom reports.

Select from existing column headings to build a report

Select from existing column headings to build a report that includes only the column headings

you require. Position the columns in the order that suits your reporting needs.

Combine like-data across device types

Select column headers for two different devices and combine them in one report. For example,

select "by period" column headings for agents and queues and combine them in the same report.

Control column order

Arrange the columns in the order in which you want to view the statistics.

Customize column headings

Specify the names of statistics (column headings) so they are meaningful to your department,

business, and industry.

Render reports in Excel .xls and Adobe .pdf formats

After you run a report in Flexible Reporting, you can export the report to Microsoft Excel .xls or

Adobe .pdf format and customize it to suit your business needs. Exporting to .pdf eases file

sharing as Adobe Reader is a product that can be obtained free of charge and used by anyone.

Select column headers for two or more devices and combine them in one

report

You can select “by period” column headings for agent groups and queue groups and combine

them in the same report, enabling you to report on multiple devices in one report.

Add your corporate or third party logo to reports

Create personalized, professional-looking reports to send to customers.

Produce customized reports on a scheduled or on-demand basis

Create and then save customized report templates so you can reproduce them at any time,

either on a scheduled or on-demand basis.