Specifications

Analyzing Trends About Historical Reports
3
ShoreTel Enterprise Contact Center ShoreTel Contact Center Supervisor Guide 27
Refer to the following sections for more information about analyzing Contact Center trends:
About Historical Reports ........................................................................................... 27
Creating a Historical Report Using a Predefined Template....................................... 31
Launching the Open Window .................................................................................... 32
Viewing Only Public and/or Private Templates.......................................................... 32
Opening a Predefined Template................................................................................ 33
Specifying Template Parameters............................................................................... 33
Customizing a Template............................................................................................ 35
Saving a Template with a New Name ....................................................................... 40
Generating a Report.................................................................................................. 40
Deleting a Predefined Template ................................................................................ 43
Creating a Historical Report Using a Blank Template ............................................... 44
Working with Historical Reports ................................................................................ 45
Generating Reports on IVR Applications .................................................................. 48
Understanding Historical Report Results .................................................................. 50
About Historical Reports
Historical reports are generated from predefined or blank templates that can be configured to include
specific data fields and entities. Templates can also be customized for a unique look. Some reports
can be generated to display in either a tabular or graphical format.
Historical Report Templates
Historical reports are based on predefined or blank templates. Predefined templates contain
commonly used data elements, which you can change. Using predefined templates can save you time,
since the data elements you want may already be defined.
Blank templates do not contain data elements; which you must add to the template. Blank templates
are useful when trying to match an existing report from another source.
Historical reports are based on a date or range of dates, or on an interval. (The historical interval is
specified using Contact Center Director > System Parameters > Reporting Preferences > Reporting
Settings). Historical reports based on an interval are commonly used to show averages and summary
data based on the time of day. By Interval historical reports provide call center statistics based on time
intervals set in the report criteria. By Interval reports that span multiple days display fractional data
values in the report.
Template Subjects (Entity)
You can identify the subject of a template by the icon associated with the template in the Open and
New dialog box lists.