Specifications

CHAPTER
ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 26
3. Analyzing Trends
Historical reports are used to obtain information about past call center activity. The powerful, yet easy
to use, Contact Center Historical Reports application provides activity summaries and statistical data
that can help you analyze system behavior and aid in the assessment of resources required to meet
target service levels.
Additional powerful tools (including sorting by fields, filtering of data by user-defined criteria, and
defining of noncontinuous periods) are provided to support a comprehensive and flexible environment
for generating sophisticated reports without requiring you to know about database tables, SQL queries,
or programming languages.
An integrated scheduler enables automated reports to be printed, emailed, or exported to a variety of
external format (such as Excel, HTML, and PDF) at required times.
Historical data on your call center can be retained for 12 or 24 months. This allows you to run historical
reports on trends for the current year vs. the previous year. The default retention period is 12 months.
Refer to the Contact Center Administrator Guide for information on changing the length of time to
retain historical data to 24 months.
This chapter explains how to work with historical reports. Refer to the Contact Center Reports online
help for details on a specific historical report.
Note
Generating a report may take several minutes. While the report is generating, do not use the Contact
Center Reports application. Doing so results in the error message “Error retrieving rows,” and the
report generation is halted.