Specifications

CHAPTER 10 NDA-24213
Page 228
Issue 3.0
MIS Procedures
Reports
12. Reports
CallCenterWorX MIS contains a set of statistical reports providing data to guide call center management
decisions. The MIS maintains a database of the past 40 days of statistical data. The current and previous days’
statistics are stored on an hourly basis (up to a maximum of 47 hours), while daily data is stored for the preceding
38 days.
Using a series of menus, statistical data is separated into:
• Major categories
• Minor categories
• Report dialogs
12.1 Major Categories
The Major Categories are the first level of menu items displayed when you select one of the MIS main
menus (such as Configuration, Status Screens, or Reports). Figure 10-16 shows the major categories
available under the
Reports menu,
which are Agent Reports, Agent Group Reports, Split Reports, Pilot
Reports, Trunk Group Reports, and Tally Code Reports.
Figure 10-16 Major Report Categories