Contact Center Detail Template

The Contact Center Detail report provides details of the calls that are handled by the contact center.

Report Designer Editor

When you click on the Contact Center Detail Template the following Report Designer Editor tabbed screens will be displayed.

Formatting Tab

The Formatting tab is used to define basic design options.

For this template the Date/Time/Duration will have the following options selected:

• Date Fomat: m/d/yy
• Time Format: HH:MM:SS
• Duration Format: HH:MM:SS

The formatting options for this template will have the following design options selected:

• Report
• PDF format
• Landscape
• Arial 8

Click for more information on the Formatting tab.

Fields Tab

The Fields tab is used to select the fields and specify their properties for the report.

The Fields tab is divided into the following sections:

a. Headers. The following selected field names are used for the headers in this template:

• Contact Center (includes sub-totals)

• Queue (includes sub-totals)

b. Columns. The following selected field names are used for the columns in this template:

• Date
• Time
• Agent Name
• Extension
• Phone Number
• Queue Time - Report Totals includes both the sum and avg options selected.
• Ring Time - Report Totals includes both the sum and avg options selected.
• Talk Time - Report Totals includes both the sum and avg options selected.
• Hold Time - Report Totals includes both the sum and avg options selected.
• Work Time - Report Totals includes both the sum and avg options selected.
• Call Type
• Transfer

Note: This template will have the option 'Include Grand Totals' checked.

Reference the Fields section for additional information.

The following is a sample report that will be attained when using this template: