Specifications

CHAPTER 10 NDA-24213
Page 230
Issue 3.0
MIS Procedures
Reports
12.3 Generating a Report
The following sample procedure focuses on generating an Agent Report, but the window elements and
navigation tools used in the procedure are generic and can be applied when generating any CallCenterWorX
MIS report.
12.3.1 Selecting the Subject
STEP 1: From the
Reports menu
(Figure 10-16) select one of the
Major categories
(in this example, we have
selected Agent Reports).
STEP 2: Click on a
Minor category
from the Major category you selected in Step 1 (Figure 10-17)
.
STEP 3: The
Agent Report window
displays (Figure 10-18), allowing you to select the parameters for your
report. (In this example, any of the reports on the Agent Report Minor Category menu would bring
up this window.)
Figure 10-18 Agent Report Window
STEP 4: Click on the drop-down menu and select the number of the entity you want the report to focus on.
Important:
This example shows the
Agent ID
drop down menu, but the field name will vary depending on the Major
and Minor category used to access the Report window.
STEP 5: Choose from the following Data Types:
• Click the
Hourly
radio button to activate the
Hourly Duration
box. Then go to
Step 6.