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Call History Report Filter

Use the Call History Report 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 Call History report parameter is Date Time.

  2. Add Additional Parameters to the filter. To add an additional parameter, under Additional Parameters select a parameter from the list. Under Group by and Summary Parameters, configure optional parameters.

    For more information, see Call History 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 Call History 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.

Abandoned

Configure this parameter to display call history for abandoned calls.

To include this information in the report, from the drop-down list, select Yes. To exclude abandoned calls from the report, select No.  

Agent ID

Configure this parameter to select an Agent 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 an  Agent ID in the box.

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: Equals, Is not null, Is null, or Not Equal to.

Enter a Campaign name in the box.

Note  The default for the Campaign parameter is a non-secure parameter type. If your report administrator has configured the Campaign parameter in Interaction Administrator Report Management to be a secure parameter type, the Campaign parameter will display a drop-down list of Campaign names that  you have access to. For more information on Secure parameters, see the help topic Restrict report results with secure parameters in the Interaction Administrator help.

Contacted

Configure this parameter to display call history for contacted calls.

To include this information in the report, from the drop-down list, select Yes. To exclude contacted calls  from the report, select No.

Connected to Agent

Configure this parameter to include Connected to Agent information in the report.

To include the Connected to Agent information in the report, from the drop-down list, select Yes. To exclude the Connected to Agent information from the report, select No.

Duration

Configure this parameter to specify a duration for the report filter.

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

In the next field, specify the numerical value, or use the up and down arrows to adjust the value.

In the next field, use the drop-down list to select the value type. Available types are: Seconds, Minutes, or Hours.

Phone Number

Configure this parameter to select a Phone Number 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 Phone Number in  the box.

SiteId

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.

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.

Show legend

Configure this parameter to display a legend in the report.

To include the legend in the report, from the drop-down list, select Yes. To exclude the legend from the report, select No.

 

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.