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Agent Disposition Summary Report Filter

Use the Agent Disposition Summary Filter view to create a report filter and run a report.

In the Filter view you can configure required report parameters, add additional report parameters, import or export a report filter file, save a filter or load a filter to the CIC server, show the count for the number of records in the report, and run the report.

Creating a report filter

Create a report filter by configuring report parameters.

  1. Under Required Parameters, configure the required report parameters. The required Agent Disposition Summary report parameters are Date Time and Campaign.

  2. Add Additional Parameters to the filter. To add an additional parameter, under Additional Parameters select a parameter from the list.

    For more information, see Agent Disposition Summary Report Parameters.

TIP
When configuring report parameters, you can view the number of records the report will be based on by clicking Show Count on the toolbar.

Running a report

When you have configured the parameters for your report, click Run Report from the toolbar.
The report is displayed in the Workspace.

Report Parameters

The following table describes the report parameters available for the Agent Disposition Summary Filter.

 Filter Parameters

Parameter

Description

Date Time

Configure this required parameter to select a Date and Time range for the report filter. In the Date Time drop-down list, select a value. Available Date Time values are: Today, Yesterday, Last Year, This Year, Last Quarter, This Quarter, Last Month, This Month, Last Week, This Week, or Custom. If you select Custom, the Date and Time range boxes are available.

Campaign

Configure this required parameter to select a Campaign for the report filter.

In the operator field, select an operator from the drop-down list. Available operators are: Contains, Does not contain, Ends with, Equals, Is not null, Is null, Not Equal to, or Starts with. Enter a Campaign name in the box.

To add an additional Campaign parameter, click Add Parameter.

Agent

Configure this parameter to select an Agent for the report filter.

In the operator field, select an operator from the drop-down list. Available operators are: Contains, Does not contain, Ends with, Equals, Is not null, Is null, Not Equal to, or Starts with.

Enter an Agent name in the box. To enter the name, begin typing an Agent name in the box. As you type, a list is displayed with Agent names in the database for this parameter.

To add an additional Agent parameter, click Add Parameter.

Site ID

Configure this parameter to select a Site ID for the report filter.

In the operator field, select an operator from the drop-down list. Available operators are: Equals, Is not null, Is null, or Not Equal to.

Enter a Site ID in the box. To enter the Site ID, begin typing a Site ID in the box. As you type, a list is displayed with Site ID names in the database for this parameter.

Wrap-up Category

Configure this parameter to select a Wrap-up Category for the report filter.

In the operator field, select an operator from the drop-down list. Available operators are: Contains, Does not contain, Ends with, Equals, Is not null, Is null, Not Equal to, or Starts with. Enter a Wrap-up Category name in the box.

To add an additional Wrap-up Category parameter, click Add Parameter.

 

Importing or Exporting a report filter

You can import and export a report filter file.

Import report filter

To import a report filter from a file:

  1. From the Reports toolbar, click Import . The Import dialog is displayed.

  2. Select the Name of the filter file to be imported. The name is displayed in the File name box.

  3. Click Open. The report filter is displayed in the Workspace.

Export report filter

To export a report filter to a file:

  1. From the Reports toolbar, click Export . The Export dialog is displayed.

  2. Type a descriptive name for the filter file in the File name box.

  3. Click Save. The report is saved and the dialog box is closed.

 

Saving or Loading a report filter

You can save a report filter to the CIC server or load a saved report filter.

Save report filter

To save a report filter to the IC Sever:

  1. From the Reports toolbar, click Save Filter . The Save Filter dialog is displayed.

  2. Type a descriptive name for the report filter in the lower box, and click OK. The filter name is displayed under the report name in the Navigation Pane. You can run the report from the Navigation Pane by double-clicking the saved filter.
     

Load report filter

To load a saved report filter from the IC Server:

  1. From the Reports toolbar, click Load Filter . The Load Filter dialog is displayed.

  2. Select a filter name, and click OK. The report filter is displayed in the Workspace.

 

Resetting filter parameters

You can reset a filter to its default view.

To reset filter parameters, from the Reports toolbar, click Reset .
The filter default parameters are displayed.