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Queue Service Level Report Filter

Use the Queue Service Level 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.

Under Required Parameters, configure the required report parameters. The required Queue Service Level report parameters are Date Time Range, Workgroup and Media Type.
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 Queue Service Level 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 tables describe the report parameters available for the Queue Service Level Report Filter.

Filter Parameters
Parameter	Description
Date Time Range	Configure this parameter to select a Date and Time Range for the report filter. In the Date Time Range drop-down list, select a value. Available date type values are: Today, Yesterday, This Week, Last Week, This Month, Last Month, This Quarter, Last Quarter, This Year, Last Year, and Custom. If you select Custom, the Date and Time range boxes are available.
Workgroup	Configure this parameter to specify a Workgroup 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. In the next field, specify a Workgroup for this parameter. To add an additional Workgroup parameter, click Add Parameter.
Media Type	Configure this parameter to specify a Media Type for the report filter. In the operator field, select an operator from the drop-down list. Available operators are: Equals or Not Equal to. In the Media Type field, select a Media Type from the drop-down list. Available types are: <All>, Call, Callback, Chat, Email, Fax, Generic Object, Instant Question, SMS, Unknown, Work item, Social Conversation, or Social Direct Message. To add an additional Media Type parameter, click Add Parameter.
Site ID	CConfigure 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. To add an additional Site ID parameter, click Add Parameter.
Interval Config	Configure this parameter to set the interval type for grouping report data. Setting this parameter groups the report data by a date or time range. In the drop-down list select either Half Hour, Hour, Day of Week, Daily, Weekly, Monthly, Quarterly, or Yearly. Select the Display Empty Intervals check box to display empty intervals in the report; if this box is clear, intervals that do not contain data are not displayed.
Service Level Format	Configure this parameter to set the service level format for the report. In the drop-down list, select either Partial Sum, Partial Sum (Percentage), Cumulative, or Cumulative (Percentage).
Show Detail	Configure this parameter to show Answered and Abandoned interactions report detail. To include this information in the report, from the drop-down list, select True. To exclude Answered and Abandoned interaction details from the report, select False.
Target Service Level Calculation	Configure this parameter to select the Target Service Level Calculation. In the drop-down list, select the calculation. The available calculations are: Target answered/Total answered and Target answered/Total entered.

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:

From the Reports toolbar, click Import . The Import dialog is displayed.
Select the Name of the filter file to be imported. The name is displayed in the File name box.
Click Open. The report filter is displayed in the Workspace.

Export report filter

To export a report filter to a file:

From the Reports toolbar, click Export . The Export dialog is displayed.
Type a descriptive name for the filter file in the File name box.
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:

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

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