Before a report runs, it asks for its parameters. The base types and templates include them; myContactCenter fills their drop-down lists:
| Parameter | Options | Effect | Default |
|---|---|---|---|
| Start time | date with time | start of the period | yesterday 0:00 |
| Completion time | date with time | end of the period, exclusive | one day after the start |
| Skills | Without value and the skills for which you have the Report permission | only these skills | all |
| Skill groups | Without value and all skill groups | only these skill groups | all |
| Languages | Without value and all languages | only these languages | all |
| Agents | the agents qualified for your skills | only these agents | all |
| Conversation Type | all conversation types | only these types, for example Inbound call | all |
| Time group base | Minute, Hour, Day, Week, Month, Quarter, Year | the unit by which tables and charts group | Day |
| Time group count | a number | how many units a group covers — with Minute and 15, for example, quarter hours | 1 |
| Culture | Deutsch, English, français | the language of translated values and the format of date, time and duration | Deutsch |
- An empty selection does not filter: the report then shows all entries.
- Without value stands for entries without a skill, skill group or language — for example agent actions outside a conversation.
- The lists only offer deleted skills and languages if Show deleted values in report filters is switched on in the server configuration, see Server tab.
- You enter the period in the local time of your computer; the report converts it to UTC, the time of the statistics. Entries are assigned by their start: a login from 22:00 to 6:00 counts entirely toward the day of the login.
Not every template has every parameter.
How reports show values
- The header of the templates names the period: “Report contains data from … to …”.
- Fields with a duration appear as hours, minutes and seconds, fields with a time as a date with time — in the format of the Culture.
- The report translates conversation types, states, channels, triggers and disconnect reasons into the language of the Culture.
- The column headers of the templates are fixed in English or German; the Culture does not change them.
- With the Time group base Week, a week begins on the first day of the week of the Culture.